Returns and refunds

The return window

If a piece from El Momtaz Decor is not right for your room, you can send it back. Write to [email protected] within 14 days of the day it was delivered, naming the piece, and post it back to us within 14 days of that message. We reply with the return address in Alexandria and a reference to write on the parcel.

Condition

A returned piece must be unused and as it arrived: lanterns without soot or wax inside and with their glass cup, panels unhung with no holes in the sleeve, cushion covers unwashed, trays without marks on the face. Pack it in the original crate or mailer and its felt, or in something just as protective. A piece that comes back scratched, dented or stained because it was packed badly cannot be refunded in full; we would write to you with photographs before deciding anything.

Who pays the postage back

For a change of mind, the return postage is yours, and the original shipping charge is not refunded. Use a tracked service: we can only refund what reaches us.

Faulty or damaged pieces

If a piece arrives broken, cracked or bent, or is not the size, finish or colour you ordered, the cost is ours. Send photographs within 48 hours of delivery. We will either send a replacement in a new crate or refund the piece and its share of the shipping, as you prefer, and we pay for any return postage — often we do not need the damaged piece back at all.

How and when the refund is made

Refunds go back through the same payment link provider, to the card or account you paid with. We start the refund within five working days of the returned piece reaching the workshop and being checked, and write to you when it is sent. How quickly it then shows on your statement depends on your card issuer, usually within a further few days.

Exchanges

If you would rather have a different size or item, return the first piece as above and tell us what you want instead. We send the new piece as soon as the first one arrives; if it costs more, we send a payment link for the difference, and if it costs less we refund the difference. The second crate is charged at the normal rate for your region.

Pieces we cannot take back

Everything on the list can be returned on the terms above. The one exception is a cushion cover that has been washed or had an inner sewn into it, because it can no longer be sold as new.