Returns & Exchanges

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 merchandise refund or exchange — less the cost of shipping and handling. This can all be processed using our Returns and Exchange portal at the top of this page, with further details provided below on the process. Return shipping costs are the responsibility of the buyer, for an exchange Darby Creek will provide a complimentary return shipping label.

Note: ALL ITEMS IN OUR SALE CATEGORY 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.

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

You may use our return and exchange portal at the top of this page. An exchange can be processed by entering either the email used at checkout, or your zip code, in addition to your order number or tracking number so our system can quickly locate your order.

Once your order is retrieved, you are able to select which item(s) you would like to send back to us. This will then show you the amount of credit you have to use towards your exchange. Once you place your exchange order for the item(s) of equal or greater value that you would like to purchase, you will be issued a complimentary return label. Once your order is received back in our warehouse, we will begin fulfilling your new exchange order. 

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

To return your purchase for a full merchandise refund, please use our above return portal, which will walk you through each step. A return can be processed by entering either the email used at checkout, or your zip code, in addition to your order number or tracking number so our system can quickly locate your order, process your return, and prompt you to purchase the return label. 

We simply ask for you to re-package the item(s) with their original shipping materials and ship them back within 30 days of receiving your order. 

Once the returned item(s) are received in their original and/or good condition, and within the return window, our team will promptly issue a merchandise refund within 1-2 business days and send an email confirmation.

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. 

Please use our above return's portal, which will walk you through each step to submit a damage claim. This can be processed by entering either the email used at checkout, or your zip code, in addition to your order number or tracking number so our system can quickly locate your order.

A damaged order will require you to submit photos of the damaged item for our team to review. This may take 1-2 business days to process.

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 with the carrier and attempt to recover the package. Please know that this investigation can take 4-6 business days. We will do whatever we can to locate and/or re-fulfill your order. 

If we and the carrier 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 use our above returns portal, which will prompt you to submit photos of what you received for us to review. 

Once our Customer Service team reviews your submission, we will promptly create a replacement order for the correct item. 

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.

  • 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.