Refund & Returns Policy

This Refund & Returns Policy applies to all purchases made through julietchau.com. Each handwoven textile and cushion is crafted with great care and attention to detail, and I want you to be completely satisfied with your order. Because many items are made in limited quantities — and some are made to order — please review the following terms before completing your purchase.

Returns and Refunds
If you are not entirely satisfied with your order, please contact me within 14 days of receiving your item to arrange a return or exchange. Returned items must be unused, in their original condition, and securely packaged. Once the item is received and inspected, a refund will be processed to your original payment method (excluding any delivery costs).

Made-to-Order and Custom Pieces
Made-to-order or bespoke items are created specifically for you and cannot be refunded unless they arrive faulty or damaged. If your made-to-order piece arrives with a defect, please contact me within 7 days of delivery, including photographs, so that I can assess and resolve the issue promptly.

Cushion Back Variations
Please note that some cushion backs may vary slightly in fabric or texture, as each is individually hand-finished. When cushions are purchased as a pair, the backs will be identical to ensure a cohesive match. These subtle differences are part of the handmade process and reflect the uniqueness of each piece.

Damaged or Faulty Items
All orders are carefully packaged for safe delivery. In the unlikely event that your item arrives damaged, please email photographs of the product and packaging so that I can arrange a replacement or refund as appropriate.

How to Request a Return
To begin a return, please email juliet.chau@julietchau.com with your order number and details of your request. I will reply with return instructions and the appropriate return address.

Shipping Costs
Return shipping costs are the responsibility of the customer unless the item is faulty or has been sent in error. I recommend using a tracked or insured postal service, as I cannot be responsible for items lost in transit.

Contact
For any questions about your order, materials, or product care, please contact me at juliet.chau@julietchau.com.

Thank you for supporting handmade, sustainable textile design. Each Juliet Chau piece is made with care, creativity, and respect for the craft of contemporary weaving.