Return & Exchanges

 

 


**Please note if you order arrived in multiple boxes, you must acquire separate labels for each box you are returning. You may do this by processing each item individually if they came in separate boxes. If the return is not processed this way, you will need to purchase additional labels at FedEx.**

FAQs

The Darby Creek Trading Satisfaction Guarantee

Each Darby Creek floral design is handmade and made to order especially for you.

We take great pride in offering our customers truly unique, premium floral designs and home accents of only the highest quality and craftsmanship and strive to ensure your satisfaction with each and every order that you place with us.

In the event that you are not 100% happy with your purchase, you can choose to return your item(s) within 30 days of receiving your order for a full refund or exchange — less the cost of shipping and handling. Return shipping costs are the responsibility of the buyer, for an exchange Darby Creek will provide a complimentary return shipping label.

*Important: If your items came in separate boxes, you must process each item separately so that you can get the correct amount of return labels printed for your order. If you do not, you will have to purchase additional label at FedEx/UPS when you go to ship back your order*

Note: ALL SALE ITEMS ARE FINAL SALE AND CANNOT BE RETURNED.

We do not price match or offer price adjustments due to a change in sale or promotion at any time.

One coupon, discount, and/or promotion can be applied per purchase.

All P.O. Boxes, Alaska and Hawaii are unable to use our returns platform and must contact us directly for return instructions. 


What if I Want to Return My Item(s)?

To return your purchase for a full refund, please go to the Darby Creek Trading homepage and select "Returns & Exchanges" located at the bottom of the page to begin the process. To proceed with the return, you will need to provide your order ID number and the email address you used when placing the order. Once you have entered this information into the required fields, our system will prompt you on next steps to acquire a shipping label that you can use to send the item(s) you received back.

Please note if you order arrived in multiple boxes, you must acquire separate labels for each box you are returning. Once you have the shipping label, we simply ask for you to re-package the item(s) with their original shipping materials within 30 days of receiving your order. You can choose any shipping company, but it is highly recommended that you use an insured and trackable form of shipping as the company is not responsible for lost or damaged returns.

Once the returned item(s) are received in their original and/or good condition, the company will promptly issue a merchandise refund and send an email confirmation.

 

Where Do I Send My Return?

All returns must be shipped insured to the following address:

Darby Creek Trading – Returns
4100 Perimeter Dr
Columbus, OH 43228
Ref: # is your order ID

What if I Want to Exchange My Item(s)?

Similar to a return, you may choose to exchange your order for a different item within 30 days of receiving your order. Contact our customer service team with your exchange request at sales@darbycreektrading.com to begin this process. We treat exchanges as two separate transactions. Once you place a new order for the items you would like to purchase, please let us know your order number so we can send you a complimentary return label. 

Darby Creek will cover the cost of return shipping if you choose to exchange your purchase. 


What if My Item(s) is Damaged?

If you have received a damaged item, we are happy to send you a replacement and/or coordinate a return shipment. Contact our customer service team at sales@darbycreektrading.com to begin this process. 

To move forward with a replacement order or return request, we ask that you send two or more digital photos of the damaged item(s) AND the shipping box to sales@darbycreektrading.com, and include your order number and what action you like to take: replacement or return. 

 

What if My Item is Lost?

If your order was never delivered and/or appears to be lost in transit, please contact our customer service team at sales@darbycreektrading.com and we will promptly launch an investigation and attempt to recover the package. We will do whatever we can to locate and/or re-fulfill your order. 

If we are unable to locate your missing package, we will issue a full refund and cover the cost of the original shipping and handling. 

Note: On occasion, we have had customers receive “delivered” notifications or emails from delivery couriers due to incorrect scans. This typically means that your package could be delivered in the next few business days. However, there is also the possibility that it has been delivered to the wrong address. 

We do suggest checking with other members of your household that may have received the package and set it aside, as well as your neighbors — as miss-delivered packages are usually at a neighboring address. 


What if I Received an Incorrect item(s)?

If you have received an incorrect item(s), please contact our customer service team at sales@darbycreektrading.com to start the replacement process. 

Note: We may request two or more digital photos of the incorrect item to sales@darbycreektrading.com along with your order number to receive a return shipping label. Darby Creek will cover/reimburse you for shipping costs both ways. 

We will provide you with a return shipping label via email. We kindly ask that you re-package the incorrect item(s) with its original packaging. Upon receiving the item(s) in good condition, we will promptly ship the correct item or issue a full refund at your request. 

International Shipping Policy

We welcome business from any country.  Please note our policy for all shipments to countries outside the United States. 

Special note to our Canadian customers.  We love our Canadian customers and we have shipped hundreds of orders to Canada.  Please note that once we ship the package to the address listed on the order our obligation is limited to the below guidelines.  If you have any concerns, feel free to call us on our toll free number before placing your order.

  • All duty, import fees or custom fees are the responsibility of the customer. If these fees are not paid upon delivery, the package will be stuck in customs, and we cannot issue a return at that time. 
  • Once shipped, we are no longer responsible for any damages or lost packages once it leaves US territory.  
  • Any returned shipments from any country outside the US will not be accepted without a Return Merchandise Authorization (RMA) number.
  • We will not be responsible for any lost or damaged shipments with the correct address.
  • Any returns or credits will include deductions for any import fees we may incur from our manufacturer, import shipping charges to the United States as well as shipping costs.
  • All returns will be subject to a 15% restocking charge in addition to the above.