Returns

If you are not completely satisfied with your purchase, we’ll take it back for a refund. Please note that custom orders and items marked "Final Sale" are not eligible for return or exchange.

U.S. Returns Please Note:

  • To process your return, visit our Returns Portal. Simply enter your order number and zip code to get started. If you have an order number longer than five digits, please use the last five digits of this number. 
  • If you have any issues accessing the portal, please contact customer service so they can provide assistance. 
  • Returns are accepted within 30 days of the item’s ship date. 
  • Items must be returned in unused condition, with all original labels and/or tags attached. Items not returned in as-new, unused condition may be refused.
  • If returning a woven floor mat, please re-roll it with the woven (fabric) side facing out.
  • If returning placemats, please lay them flat.
  • Please note that all returns are subject to a return shipping fee. Original shipping and freight charges are non-refundable. 
  • Any oversized rugs that require a special shipping method will be charged a 15% return fee. To schedule an oversized rug return please reach out to customerservice@chilewich.com. 
  • Samples are not eligible for return.

 

International Returns:

We cannot accept international returns at this time. If you have any questions or need assistance please reach out to customerservice@chilewich.com.

 

Defects or Damage

All products are inspected before they leave our warehouse. If you believe that you have received a defective product or that your shipment has been damaged in transit, please inform us immediately by contacting our Customer Service team at customerservice@chilewich.com or (888) 851-7130. If possible, please send a photo of the defect and/or damage.

 

The Chilewich Store in NYC

When accompanied by an original receipt dated within the past 30 days, items purchased from the Chilewich Store in New York City or chilewich.com may be returned to the Chilewich Store for exchange and/or a refund to the original method of payment. The Chilewich Store is unable to issue cash refunds in excess of $350. Items accompanied by an original receipt dated more than 30 days ago may be returned to the Chilewich Store for exchange or store credit only.

 

Gifts

If you have received a Chilewich item as a gift and would like to return it, please contact our Customer Service team at customerservice@chilewich.com.

 

B2B

For all B2B returns, please contact Customer Service.