Waverly & Sutton Return, Exchange, and Cancellation Policy

 

We stand behind the quality of every product we sell. If you are not completely satisfied with the quality of your merchandise, you may return it for a refund or replacement within 30 days of the shipping date.  NOTE: A 30% re-stocking fee will apply.  We've created this easy return and exchange process to make your experience as effortless as possible!

 

Steps to Return or Exchange a Product

                             

 

To Return an Item for Refund:

  • Step #1:  Please send an email to Help@waverlyandsuttongifts.com for authorization before returning any merchandise. Our customer service team will respond within 24-48 hours. Again, do not return a package unless you have received prior authorization.  We reserve the right to refuse all returns that are sent to us without prior authorization.
  • Step #2:  Once our team has approved the return/exchange/refund, the team member will email you a return label.
  • Step #3: Package your return using the return label provided by our customer service team and drop off at a UPS facility. You must use the return label sent by our customer service team. Do not send returns to the original mailing address from which your product was sent to you.
  • Step #4:  Our customer service team member will notify you when the return has been received at our facility.
  • Step #5:  Once we have received your return, the funds will be returned to the original form of payment in 7-10 business days. 

 

To Return a Personalized Item for Refund:

If you would like to return a personalized item, please note all web orders are produced exactly as submitted at the point of purchase and therefore we cannot replace or refund orders that are submitted errantly.

 

To Exchange an Item:

  • Step #1:  Please send an email to Help@waverlyandsuttongifts.com for authorization before returning any merchandise. On your email, please indicate the item number, color/size/etc. and the quantity you would like to exchange. Our customer service team will respond within 24-48 hours. Again, do not return a package unless you have received prior authorization.  We reserve the right to refuse all returns that are sent to us without prior authorization.
  • Step #2:  Once our team has approved the return/exchange/refund, the team member will email you a return label.
  • Step #3:  Package your return using the return label provided by our customer service team and drop off at a UPS facility. You must use the return label sent by our customer service team. Do not send returns to the original mailing address from which your product was sent to you.
  • Step #4:  Our customer service team member will notify you when the return has been received at our warehouse.
  • Step #5:  Once we have received your return, we will process an exchange and send it out within the 5-7 business days.

 

Returned to Sender: 

  • If you provide the wrong address, and your order is returned to us by the mail carrier, we will reship it to you. You will be required to pay a shipping and handling fee to cover the costs of reshipping. If you choose not to have us reship the order, we will refund you, but the refund will not include original shipping costs, priority processing or insurance. There will be a 30% restocking fee taken out of the refund as well.
  • Sometimes packages are refused by the manufacturer and/or destroyed by the postal carrier. Sometimes they end up lost in transit. In any case in which we do not receive the package back, we can provide a 50% store credit towards a new item.

 

Order Cancellation:

  • All of our products are printed on demand, specifically for each customer at the time they order. Because of this, we can only cancel or modify orders within the first 12 hours after purchase.
  • Orders for Apparel, Mugs, and Ornaments cannot be canceled or modified at all.

 

Clearance Items:
Items sold on clearance cannot be returned or refunded. These items may not includethe original packaging. We make no guarantees about the condition of these items.

 

Warranties:
Our standard refund and replacement policy lasts 30 days from the date your tracking number shows your order was delivered. If 60 days have gone by since your purchase was received, unfortunately we can’t offer you a refund or replacement.