Returns Policy

GENERAL POLICY

Our design team at POIEMA DESIGN has hand selected these products because we love them, but we understand that you may need to make a return.

FOR MOST ITEMS WE OFFER TWO WAYS TO INITIATE A RETURN:

  • Through Our Online Return Portal That Will Populate A Return Label For You. Excludes Mirrors.

  • Via Your Own Preferred Carrier.
     

Our customers are responsible for return shipping. Refunds are made to the original method of payment, less shipping and handling. Shipping and handling charges are non-refundable, unless the item received is damaged, defective or incorrect. Returns sent in that arrive with postage due will be returned to sender. Please allow 3-5 business days, from the date of receipt, to conduct a quality control review and issue a refund. Once a refund has been issued, you will be notified via email. Please allow 5-7 business days for the refund to post back to your account.

TO RETURN AN ITEM THROUGH OUR RETURN PORTAL:

  • Start Your Online Return Here, And Print Your UPS Label. To Locate Your Order Number, Sign Into Your Account, And View Your Order History.

  • You Will Then Be Able To Print A Prepaid UPS Label. Print The Pre-Paid Shipping Label, Affix It To The Package And Take The Package To A UPS Drop-Off Location, Or Schedule A Pickup!

  • Returning An Item Is At Your Own Risk. You Must Ensure That The Item Is Adequately Packaged, And At Your Option And Cost, Insured. We Are Not Liable For Damage Caused By Inadequate Packaging By You Or If The Item Is Damaged Or Lost While Being Returned To Us. Items That Are Damaged When We Receive Them Will Not Be Eligible For A Refund.
     

TO RETURN AN ITEM VIA YOUR PREFERRED CARRIER:

If you would like to use your own return shipping method, please obtain a return authorization number from hello@poiemadesignfirm.com. Once obtained, pack and return items in original condition, include the provided RMA form, and send to:
 

POIEMA DESIGN
10 West Fourth Street
Spencer, Iowa 51301


EXTENDED HOLIDAY RETURN WINDOW

Orders placed during our holiday period qualify for our extended holiday return window and may be returned within 45 days of delivery. If you have any questions regarding this extended returns window, please email our Customer Experience team at hello@poiemadesignfirm.com.

RUG RETURNS

Our customers are responsible for return shipping. Once the rug has been received, a quality control review will be issued. This process takes approximately 3-5 business days from the date of receipt. A refund will be issued within 5-7 business days of this review. Refunds are less original shipping costs and a 15% restocking fee per rug. Please note, backorder dates are subject to change based on manufacturer production. Our team will provide notifications on impacted items as soon as we receive them. 

REQUIREMENTS FOR RETURNED RUGS: 

  • Item(S) Has Been Delivered Within The Last 30 Days.

  • Rug Must Be Unused And In Its Original Packaging. This Includes All Original Packaging Material And Original Factory Information And Paperwork. Do Not Write Or Put Any Markings On The Outside Of The Packaging.

  • Rug Must Be In Its Original Packaging. This Includes All Original Packaging Material And Original Factory Information And Paperwork. Do Not Write Or Put Any Markings On The Outside Of The Packaging.

  • There Is A 15% Restocking Fee On All Returned Rugs And Lighting.

  • Any Customized Size Is Non-Refundable.

  • Rug Swatches Are Final Sale And May Not Be Returned
     

We no longer accept returns on rug swatches. As a courtesy, Poiema Design will accept a return on any rug swatch prior to this date, if within the 30-day return window. We apologize for any inconvenience this may cause. For any questions, please contact our Customer Experience team at hello@poiemadesignfirm.com.
 

LIGHTING RETURNS

Our customers are responsible for return shipping. Refunds are made to the original method of payment, less original shipping and handling. Shipping and handling charges are non-refundable, unless the item received is damaged, defective or incorrect.  
 

Please note, once the fixture has been received, a quality control review will be issued. This process takes approximately 3-5 business days from the date of receipt. A refund will be issued once completed within 7-10 business days, less return shipping and a 15% restocking fee (per fixture).
 

If you receive lighting that is incorrect or damaged, please notify our customer service team within 48 hours at​ hello@poiemadesignfirm.com to file a claim. Any notifications or claims outside of this window will be denied. We cannot process a claim or issue a return on lighting that has been installed. Returns sent in that arrive with postage due will be returned to sender.  
 

REQUIREMENTS FOR LIGHTING RETURNS: 

  • Item(S) Has Been Delivered Within The Last 30 Days.

  • Item(S) Are Unused/Uninstalled.

  • Item(S) Must Be In The Original Packaging. This Includes All Original Packaging Material And Original Factory Information And Paperwork.

  • The Item(S) Must Be Packaged Exactly As It Was Shipped. Do Not Write Or Put Any Markings On The Outside Of The Packaging. Any Slight Variation In The Repackaging Could Cause The Piece To Be Damaged In Transit, Making The Return Invalid.

  • Any Customized Lighting Is Non-Refundable. This Includes Any Changes To Overall Chain Length (Lengthening Or Shortening).
     

As of January 1st, 2019, all returned lighting that requires installation will be returned directly to the manufacturer from our facilities. For any questions, please contact our Customer Experience team at hello@poiemadesignfirm.com.
 

ARTWORK

All artwork is final sale. Once an order has been submitted, it cannot be changed or modified in any way.  We cannot accept returns on any artwork purchases. All artwork is carefully inspected prior to shipment, but damages do happen, and we ask that you inspect your pieces upon receipt. Please note any damages at the time of delivery. Please note, artwork may be impacted by delays in production. Our team will provide notifications on impacted pieces as soon as we receive them.
 

If a defect is discovered and/or delivery is refused, please contact our Customer Experience team within 48 hours at ​hello@poiemadesignfirm.com.
 

MIRRORS

Please contact our Customer Experience team at hello@poiemadesignfirm.com to obtain an RMA form and/or a factory return label. Our customers are responsible for return shipping. Refunds are made to the original method of payment, less original shipping and handling. Shipping and handling charges are non-refundable, unless the item received is damaged, defective or incorrect.
 

Please note, once the fixture has been received, a quality control review will be issued. This process takes approximately 3-5 business days, from the date of receipt. A refund will be issued once completed within 7-10 business days, less original shipping.
 

If you receive a piece that is incorrect or damaged, please notify our Customer Experience team within 48 hours at ​hello@poiemadesignfirm.com​ to file a claim. Any notifications or claims outside of this window will be denied. Please note, backorder dates are subject to change based on manufacturer production. Our team will provide notifications on impacted items as soon as we receive them. 
 

FURNITURE

Furniture orders may be cancelled within 24 hours of submitting the order. All furniture sales are final after this cancellation window. Please note, backorder dates are subject to change based on manufacturer production. Our team will provide notifications on impacted items as soon as we receive them. We cannot accept returns on any furniture purchases. Furniture is carefully inspected prior to shipment, but damages do happen, and we ask that you inspect your pieces upon receipt. Please note any damages at the time of delivery.
 

If a defect is discovered and/or delivery is refused, please contact our Customer Experience team within 48 hours. Poiema Design will replace the item or schedule a furniture medic or service technician to repair the issue at no charge to you.
 

Furniture that is refused due to size will be exchanged for merchandise or store credit only. We cannot cancel orders for in-stock merchandise once it has been transmitted to our vendors and fulfillment centers. Furniture that is refused due to non-damage or defect related feedback will be issued store credit as a refund less the original shipping and handling fee charges, a 15% restocking fee, and any return shipping fees.
 

FURNITURE SHIPPING & DELIVERY UPDATES:

Most of our furniture items will be delivered third-party by a delivery service provider during their weekday operating hours. If in stock, most pieces ship within 3-4 weeks of order receipt. Transit typically takes 7-10 business days barring any delays. This timeframe includes hub transfers, sorting, and inspections. Once ready to be delivered, a local delivery carrier agent representative will reach out to you directly to schedule a time that works for you to deliver your piece.
 

The local carrier agent representative will assist in moving and placing the piece in the desired space of your home (no more than one flight of stairs). Before your appointment, please make sure the walkway and the area where you’d like the item placed are clear. The delivery agent are not permitted to move existing furniture to make room for the new item. They are also unable to remove unwanted furniture or make any modifications to your home.
 

We ask that you take the time to review your delivery upon its arrival and provide a signature upon receipt. If you have any questions about how your furniture item will be shipped and delivered, please call our Customer Experience team at (712) 346.8759 or email us at hello@poiemadesignfirm.com.
 

STOCKED DECOR ITEMS

We accept returns for decor pieces within 30 days of delivery with proof of purchase. We regret that we are not able to cancel orders for in-stock merchandise once they have been transmitted to our fulfillment center.
 

FINAL SALE & CLEARANCE ITEMS

Please note that final sale and clearance items are not returnable or exchangeable except for manufacturing defects. These items are identified by .99 endings in price and/or items purchased during a warehouse or sidewalk sale.