During the holiday period of November 1 - January 15 our return/exchange period is extended from 14 days to 30 days from date of delivery. We understand that sometimes things just don't work out as planned. All claims must be authorized by Koeppel Design by email prior to return. We accept products in original, new condition with original packaging within 14 days of delivery. Custom orders are not eligible for return or exchange.
Our products are primarily made-to-order, therefore we are unable to offer returns on any items more than 14 days after your order has been delivered. Exchanges after the 14-day period are made on a case-by-case basis, and may only be eligible for store credit. Visibly used, damaged, or altered products will not be accepted for return or exchange.
All returns are subject to a $5 USD restocking fee, which will be deducted from the total refund.
RETURNS & EXCHANGES
To initiate a return or exchange, please email us within 14 days of delivery, with your order number and reason for exchange.
Once your return is authorized, the item(s) must be returned in theoriginal packaging within 7 days for approval. We will generate a UPS return label on request, however, the shipping cost will be deductedfrom your refund/store credit. If you are shipping an item with a valueover $75, we strongly recommend using a trackable shipping service like UPS and/or purchasing shipping insurance. All returns are subject to a$5 USD restocking fee, which will be deducted from the refund total.
Returns, once authorized should be addressed to:
2207A Quesada Avenue
San Francisco, CA 94124
If you would prefer a store credit, our restocking fee of $5 will bewaived for all exchanges within the 14-day return/exchange period. To be eligible for an exchange, your item must be unused and in the originalpackaging. Custom products are not eligible for exchange. You willreceive a store credit once the item has been received and reviewed byour team. To initiate an exchange, please email us within 14 days of delivery, with your order number and reason for exchange. Exchanges after the 14-day period are made on a case-by-case basis.
If you believe your order has a defect or does not meet the high standards of craftsmanship represented here on our website, please email us with your concerns, and we'll do our best to remedy the situation.
Please note that all our wood products have natural variations in color, grain, and burn. Each piece of wood may have small unique visual differences. Wood color, burn color, or grain dissatisfaction is not a valid reason for exchange or return.
Customers are responsible for all shipping costs, including return shipping. We will generate a UPS return label on request, however, theshipping cost will be deducted from your refund/store credit.
Gift certificate orders are non-refundable and may not be redeemed for cash value.
No returns or exchanges are permitted on custom orders, because it is made-to-order, just for you! Custom orders are designed and submitted to our production queue within 24 hours of being received. No changes, edits, or order cancellations are possible after your order has been submitted to our production queue.
All sale items are final sales with no returns or exchanges.
If an item was damaged by the shipping company during transit, please send us an email with your order number, including photos of the packaging and the product. When applicable, we will assist you inresolving the issue with the shipping carrier(s). We are not responsible for damage or delivery delay caused by inclement or extreme weather, or errors/delays made by the shipping carrier.View our shipping policy to learn more.