CANCELLATIONS

We understand that sometimes circumstances change and you may need to cancel your order. While we begin processing your order as soon as it's placed, we will do our best to accommodate cancellation requests whenever possible.

Please note that a 25% restocking fee will apply to all cancellations. However, if an item you ordered is out of stock, you may cancel your order without penalty within 24 hours of being notified that the item is out of stock.

If you no longer wish to receive the items you ordered, we kindly ask that you follow our return policy outlined below. We strive to make your shopping experience as seamless and enjoyable as possible, and we appreciate your understanding.

RETURNS

We want you to be completely satisfied with your purchase, and we understand that sometimes a return is necessary. Here are the details of our return policy:

Timing:
In-store purchases or items delivered to you must be returned within 30 calendar days of the purchase or delivery date. Returns will be processed in-store at the time of return, or within 4 business days of receipt of online returns.

Eligibility:
We accept unworn, unused, and unwashed items in their original condition with all tags attached. The items must be free from smoke, deodorant, makeup, and any damage. Shoes must be shipped back in the original shoe box in another box to ensure there is no damage the shoe box. Please note that Terra Cottage reserves the right to deny any return based on criteria that would render the item unsellable.

Exclusions:
Seasonal decor, marked-down items, bundles, mystery sale items, singles sale items, undergarments, hats and beanies, jewelry, previously exchanged items, local vendor items, food and drink items, and gift cards are final sale and cannot be returned or exchanged.

Refunds:
Our default method for reimbursing returns is store credit. You will be issued a digital gift card to be used on our online store for web purchases or a paper gift card for in-store purchases. If you prefer a refund, please let us know and we will post it to your original payment method if your return meets the above criteria. Please note that refunds may take time to appear on your bank statement, depending on your card company's processing times.

If your original order qualified for free shipping, and your return puts your order total under $100, your refund or credit will be less the estimated shipping cost.

Exchange:
To exchange an item for a different size or color, please return the original item and place a new order with the necessary adjustments. This will ensure direct access to current stock and speed up the process.

Shipping:
Customers are responsible for the shipping costs associated with returning items, and original shipping costs are nonrefundable.  We recommend emailing us at tc@terracottageshop.com to generate an invoice for a return shipping label, as we receive discounted postage rates which will save you money in return shipping. Alternatively, you can create your own shipping label through the click-and-ship feature on the UPS/USPS websites.

All items must be shipped back to us at the following address in order to be eligible for a refund:

Terra Cottage

1050 Melody Lane, Suite 130

Roseville, CA 95678

If you need assistance with your return, please don't hesitate to email us at tc@terracottageshop.com. We're here to help!

SHIPPING INFORMATION

We strive to get your order out the door and into your hands as soon as possible! Our regular processing time for ready-to-ship items is usually between 1-4 business days. If you've ordered a made-to-order item, please allow up to 10 business days for it to ship out. Our warehouse is open for business Monday through Friday, but not on federal holidays.  Please note that the processing time does not include time in transit.

We offer free shipping for orders over $100, shipped by the most cost-effective method. If you need your items to arrive within a specific timeframe, please reach out to us at tc@terracottageshop.com before placing your order, and we'll do our best to accommodate your request.

Please note that some items are made and/or stored off-site, as indicated in the product description. In such cases, they will ship separately from the rest of your order, and you'll receive an email notification about this after your order confirmation. While we work hard to get your package to the delivery service provider as quickly as possible, we cannot control the transit time, but we're here to help if you have any concerns.

 DAMAGED/ DEFECTIVE ITEMS

We understand how disappointing it can be to receive a damaged item, and we want to do everything we can to make it right for you. Although we are not responsible for damage that occurs during transit, we highly recommend selecting priority mail service as it offers insurance through USPS.

In the unlikely event that your item arrives damaged, please don't hesitate to contact us at tc@terracottageshop.com. We'll be happy to assist you in filing a claim and getting the issue resolved as quickly as possible.

To help us better understand the issue, in your email please provide photos of:

• the broken items
• all sides of the external box
• all packing materials as they were when you opened the box (try your best to recreate what it looked like when you opened it)

If we determine that the item did not meet our quality control standards, we are happy to replace the item if it is still in stock or issue store credit if the item is sold out.  If we determine that the damage occurred in shipment, we will help you through the process of filing a shipping claim and supply you with the link to reorder the item if applicable.  We value your business and we want to ensure that you're completely satisfied with your experience. Once we receive photos of the damage we'll file the claim and take care of everything for you.  

We appreciate your understanding and cooperation in these situations, and we're always here to help.

 LOST AND STOLEN PACKAGES

We understand how frustrating it can be to have a package go missing, and we want to help in any way we can. While we are not responsible for packages marked as delivered by USPS or UPS or that are lost or stolen, we will do everything we can to assist you in filing a claim with the carrier. Please reach out to us at tc@terracottageshop.com, and we will guide you through the process of filing a claim with USPS or UPS. We appreciate your understanding and patience as we work together to resolve the issue.

INCORRECT ADDRESS

We kindly ask that customers double-check their shipping address at checkout to ensure a smooth delivery process. If an order is returned to us or lost due to an incorrect shipping address entered by the buyer, we are unable to replace or refund the order, nor can we cover the cost of reshipping to the correct address. We apologize for any inconvenience this may cause and encourage customers to reach out to us at tc@terracottageshop.com with any questions or concerns.

INCORRECT PRODUCT

If you receive an incorrect product, we deeply apologize for any inconvenience caused. Please email us at tc@terracottageshop.com right away with photos of the incorrect item(s). We want to make things right as quickly as possible. To ensure that we handle your request as efficiently as possible, we will email you a pre-paid return label to send back the incorrect item(s) after we receive your photos.

Once we receive the incorrect item(s) and verify the claim, we will send you the correct item(s) at no extra charge. In the rare event that the correct item(s) is no longer in stock, we will issue you a full refund.

To avoid any delay and due to inventory being limited, we recommend placing a second order for the correct item(s) right away and notifying us to process a refund upon receipt of your returned product(s). This way, you can secure the correct item(s) while we process your claim. We will fully refund you for the second order and the additional shipping costs, making sure that you receive the correct product(s) as soon as possible at no additional costs to you.

LOCAL PICK UP

For your convenience, we offer local pickup options for select products! To use our local pickup service, simply enter the code ROSEVILLEPICKUP or FOLSOMPICKUP at checkout and your shipping costs will be waived. We will notify you via email as soon as your order is ready for pickup.

Please note that some items are made or stored off-site and are not eligible for local pickup. We kindly ask that you check the product description before selecting this option to avoid any confusion.

We understand that unexpected delays can happen, so if you're unable to pick up your order within three weeks, please let us know and we'll work with you to find a solution. However, if an order remains unclaimed or a shipping invoice remains unpaid after three weeks, we reserve the right to bill for shipping costs or restock the items. Rest assured that our customer service team will keep you informed throughout the process.

In the rare occurrence that a local pickup code is used for customers that are not local, our customer service team will reach out with an invoice for the shipping costs for the postage required to get your order to you. We are not responsible for processing delays that may occur if any local codes are used for orders that aren't local and require shipping.

UPDATES

We reserve the right to make periodic updates to our Return Policy & Shipping Information.  We suggest users regularly check this page for any updates. Using our site indicates acceptance of any potential updates. 

HOLIDAY RETURN POLICY