Refund policy
RETURNS FOR PURCHASES MADE ONLINE:
We want you to love your item, but sometimes things just don’t work out. You must initiate a return request online within 7 days of receipt of your order or 7 days after marked delivered. You may then return your item(s) either by mail or by curbside drop-off. Items purchased as Christmas presents may be returned or exchanged until January 10th.
Shipping fees are non-refundable and shipping costs to return your item(s) are at the customer's expense.
The following items are FINAL SALE: plants, dried florals, dried plants, Christmas items purchased on sale, and "AS IS" items.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at estrelaplantsdecor@gmail.com.
PRICE ADJUSTMENT POLICY:
We will refund the difference on an item if the listed retail price has lowered within the last 14 days of purchase. Items that go on sale as part of an event promotion, or are Online-Only (such as Cyber Monday), are excluded. Items must be in stock at the time of the return request to qualify. Proof of purchase is required.
DAMAGES & ISSUES
Unfortunately sometimes damages occur in shipping. We are so sorry if this happens to you. If you receive your item and it is damaged please email estrelaplantsdecor@gmail.com with at least 3 photos of the damaged item, a photo of the packaging/box and you order number. We will happily file a claim and process a replacement or a refund for the item that you received. DO NOT THROW THE ITEM OUT! We will email instructions on how to proceed with the claims process. Please note that ALL damages need to be reported to us within 48 hours of receipt of your merchandise. Replacement and or refunds cannot be guaranteed on damaged merchandise that is not reported in a timely manner.
Follow these steps: You’ll need the receipt or proof of purchase. Send us your order number, and a description of the issue.
Exceptions / non-returnable items
Unfortunately we do not offer any returns on live plants or any dried items (florals, plants, pampas) - these items are final sale. That being said, we care about your experience and will do everything we can to make sure you love your items.
Custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Unless otherwise discussed, please reach out.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.