Refund policy

Received your item and think this is just not working for me. Well lucky for you, you can return the unused item (Except for the items noted below) within 15 days of receipt of your item for a refund returned to your original form of payment.  

Please send an email to - customerservice@cottonandcrete.com  - Note,  your name, order number and item that you would like to return. - Our customer service team will then review your message, and if approved for return will issue a return label.

International customers please note that we do not supply a return label. The cost of shipping any unwanted/unused items back to us will be your responsibility. And, for those bigger purchases, we highly suggest you consider putting insurance on your package. It's just a little step towards ensuring the safety of your return.

All items must be in original packaging.

Note: We do not accept returns on the following items:

• Holiday/Seasonal - Fall, Halloween, Christmas, Easter, 4th Of July, Valentines
  
• Pantry (Food)
• Custom Ordered Items (example: Floor Cloths) 
• Furniture 
  
• Books
• Sale - Clearance Items
• Holiday Outlet Collection
• Large Freight Items
  
• Gift Cards

Note -All Shipping costs (Original and our cost of the Return) are non-refundable and items are subject to 10% restocking fee. 

Cancellations MUST be made before items have been processed - Normal Processing normally begins within 1 hour of receiving order. Please note that once an order has been placed, it cannot be changed or cancelled after being processed, as our warehouse begins processing it promptly. It's important to consider that certain items may require us to order from our vendors in order to fulfill your order and update our inventory. 

Preorders (Which are items that state preorder or have a longer delivery time noted in the description as these are items we do not stock until orders are placed) cannot be cancelled but if needed will be subject to a 25% cancellation fee - as these orders are placed with the vendors as we receive them - many items are handmade or special ordered and we are at times subject to a cancellation fee from vendors or a complete loss as many vendors will not allow cancellations of these items.
All refunds will be credited to the original form of payment. 
- If your order was placed with a gift card/store credit, the refund will be credited back to the gift card. Refunds can take up to 7 days to be processed.

Please note - while we do give estimated dates, timeframes can at times run longer due to freight or production delays which are out of our control.

Custom-Made Orders
Certain items are made to order and handcrafted specifically for you. Because our vendors begin crafting these pieces immediately, custom-made orders cannot be canceled, changed, or refunded . We kindly ask that you review all details carefully before placing your order.

International Customers are responsible for all custom charges

We will process your credit/refund normally within five-seven days of receipt of the item and forward an email stating that all is completed. 

If you choose to decline a shipment and it is sent back to us as a "return to sender," please note that the cost of sending and returning the package will be deducted from your final credit. Our return policy requires that customers sending back items are responsible for the shipping costs to return them to our warehouse. If it is an item that is not returnable or required Freight an additional 20 percent fee will be charged above the other charges.

Any items received outside of these express written terms will not be honored.

Please be aware that payment is processed at the time an order is placed, rather than upon shipment. Additionally, please note that we do not store any card information.

DAMAGED ITEMS:

When your item is packaged, it has gone through a complete quality check, so we know when it went in the packaging all was just fine, but along the way to its destination things can happen.

If your online order arrived damaged or defective, just send an email with photos of the item and packaging to customerservice@cottonandcrete.com, along with your name and order number within 5 days of receiving the item.  We will email you back with information regarding a replacement or a full credit if the item is no longer available.  If the item is available a replacement will be sent, if the customer does not want a replacement, the guidelines for a return will be followed. (This is done to ensure customers do not damage items in order to get a refund for an item they no longer wanted) At times we may need the item sent back and we will issue a return label. As soon as we have received confirmation of pickup we will release the replacement or issue a credit)

Please note - due to the nature of some of our found items, each piece is unique and displays the natural markings and imperfections that comes with age and use. Rust, chips, fading, and markings are customary characteristics of our found vintage pieces. These items are NOT returnable

Unless otherwise stated, please keep all damaged items and packing material for shipping carrier to pick up within 14 days. 

Lost Package Policy

If your package is lost in transit with UPS or USPS and you do not wish to receive a replacement (when available), please note:

• The order will still follow our standard return policy.

• A refund cannot be issued until the shipping carrier has officially concluded their investigation and claim process.

We appreciate your patience and understanding, as this policy helps protect both our customers and our small business from carrier claim denials.

CUSTOMS AND DUTY CHARGES
All customs and duty charges for overseas packages are the responsibility of the CUSTOMER - cotton & crete is not responsible for any of these charges

 If you have any questions regarding a return or damaged items please feel free to contact us at 610-343-3267.

We will be happy to assist you.