Refund policy

Returns, Exchanges & Cancellations Policy

At Dorothy Draper Home, we take great pride in the quality of our merchandise and want you to be delighted with your purchase. We are happy to accommodate returns of eligible merchandise under the following guidelines.

Returns & Exchanges

Return Eligibility & Timeframe

Returns of eligible merchandise must be initiated within 10 calendar days of the original purchase date for in-store purchases or the delivery date for online orders. Once authorized, merchandise must be received by Dorothy Draper Home within 30 calendar days of the original purchase or delivery date, as applicable. Late returns may be declined, except as required by law.

Return Authorization

All returns require prior authorization. Contact cs@dorothydraperhome.com or 561-585-1855 and provide the order number or receipt and merchandise details. Our team will provide return instructions and any applicable fees. Unauthorized returns may be refused.

Return Shipping & In-Store Returns

Customers pay return shipping, packaging, and any freight arrangements for ordinary returns. Original shipping and delivery charges are nonrefundable, except where required by law or due to our error. Eligible merchandise purchased online or in a Dorothy Draper Home store may be returned at either retail location with prior authorization, subject to seasonal hours and the same return requirements.

Condition of Merchandise

Returned merchandise must be new, unused, unaltered, and uninstalled, with original packaging, tags, components, and accessories. Items with altered wiring, water exposure, damage, or signs of use may be declined following inspection, subject to applicable law.

Restocking Fees, Exchanges & Refunds

Restocking Fees

Dorothy Draper Home reserves the right to assess a restocking fee of up to 25% of the original merchandise purchase price on eligible returns. Fees are not routinely assessed on standard returns but may apply to oversized items, chandeliers and lighting fixtures, specialty items, and merchandise not regularly stocked in our stores. Applicable fees will be disclosed before purchase where required or reasonably practicable and confirmed when the return is authorized.

Exchanges

Eligible merchandise may be exchanged within the standard return period, subject to availability and condition requirements. Restocking fees may be waived for exchanges at Dorothy Draper Home’s discretion. Price differences will be charged or credited accordingly.

Refunds

Approved returns are refunded to the original form of payment, less applicable restocking fees and nonrefundable shipping or delivery charges. Allow up to 10 business days after receipt and inspection for refund processing, plus bank posting time. Restocking fees do not apply to returns arising from damage, defects, or an error by Dorothy Draper Home.

Final Sale & Nonreturnable Merchandise

Final Sale Categories

Except as required by applicable law, the following are final sale and cannot be returned, exchanged, or refunded: furniture (including upholstered furniture, case goods, seating, and tables); fabric (including cut yardage and pieces); wallpaper (including rolls); fabric memo samples and other fabric sampling materials; custom, personalized, made-to-order, or specially manufactured merchandise; cookie tins and other food products; soaps; candles; fragrances (including perfumes); fragrance diffusers (including reed diffusers); and clearance merchandise or items expressly marked final sale.

Before Ordering

Please review descriptions, measurements, colors, quantities, and product-specific restrictions before purchase. These exclusions apply to both website and retail-store sales. Damaged, defective, or incorrect merchandise is handled under the separate provisions below and applicable law.

Gift Returns

Gift Receipts

Eligible merchandise accompanied by a gift receipt may be returned for store credit only, not a cash refund or refund to the original payment method. The standard 10-day authorization and 30-day receipt deadlines, merchandise-condition requirements, and final-sale exclusions apply. Credit is based on the actual price paid, less any applicable restocking fee; shipping charges are not credited.

Store Credits & Digital Gift Cards

Merchandise Return Credits

Store credits issued for eligible returns may be redeemed toward eligible purchases at dorothydraperhome.com or at Dorothy Draper Home stores at Grand Hotel and The Greenbrier. Because the stores use separate point-of-sale systems, Customer Service may need to coordinate redemption manually.

Online Digital Gift Cards

Digital gift cards purchased at dorothydraperhome.com are redeemable only through that website, not at the Grand Hotel or The Greenbrier stores, whose separate point-of-sale systems do not directly accept them.

Seasonal Store Returns

Seasonal Operations

Dorothy Draper Home at Grand Hotel operates seasonally. The standard 10-day authorization and 30-day receipt deadlines apply to purchases made there. After the Grand Hotel store closes for the season, eligible returns must be shipped as instructed by Customer Service or returned in person to Dorothy Draper Home at The Greenbrier. Returns cannot be accepted at Grand Hotel while it is closed, nor can purchases from a prior season be returned when it reopens the following year. Seasonal closure does not extend return deadlines.

Merchandise Storage & Delayed Delivery

Complimentary Storage

Dorothy Draper Home may accommodate requests to hold purchased merchandise, subject to available storage space. Up to 10 calendar days of complimentary storage may be provided beginning on the date we notify the customer that merchandise is ready for pickup or delivery.

Storage Fees & Extended Holds

If merchandise is not collected or delivery is postponed at the customer’s request beyond the complimentary 10-day period, Dorothy Draper Home reserves the right to charge reasonable storage fees. Any applicable rate and the date charges begin will be communicated before storage fees are assessed. Extended storage is subject to approval and available space; we may require the customer to arrange prompt pickup or delivery if storage cannot be accommodated.

Applicable Merchandise

This policy is especially relevant to furniture, chandeliers, lighting fixtures, oversized accessories, and other items requiring significant storage or handling. Storage does not change any final-sale terms, cancellation restrictions, return deadlines, or rights under applicable law.

Order Cancellations

Cancellation Requests

Orders for regularly stocked merchandise may be canceled before processing or shipment if Dorothy Draper Home confirms the cancellation. Contact cs@dorothydraperhome.com or 561-585-1855 promptly. A request alone does not cancel an order; written confirmation is required. Custom, personalized, made-to-order, and specially manufactured merchandise cannot ordinarily be canceled after order acceptance, except as required by law. Processed or shipped orders are subject to the applicable return policy and legal rights. Approved cancellations are refunded to the original payment method.

Shipping Delays

If Dorothy Draper Home cannot ship within the communicated timeframe, customers will be notified and offered any applicable consent, cancellation, or refund options required by federal or state law. Nothing in this policy limits statutory cancellation or refund rights.

Shipping, Carrier Responsibility & Transit Damage

Independent Carriers

Dorothy Draper Home carefully inspects, prepares, and packages merchandise before shipment. Orders are entrusted to independent carriers, including UPS, FedEx, USPS, freight providers, and other transportation companies. Once merchandise is transferred to a carrier, its transportation, handling, and delivery are managed by that carrier. Dorothy Draper Home does not control carrier operations and is not responsible for the carrier’s independent negligence or mishandling except to the extent responsibility remains with Dorothy Draper Home under applicable law or the terms of sale.

Claims Assistance

If merchandise is lost or damaged in transit, our team will assist with documenting damage, contacting the carrier, and facilitating an appropriate claim or resolution. Customers should inspect deliveries promptly, retain packaging, and report concerns under the procedures below. Risk of loss and responsibility for transit damage depend on applicable law, the terms of sale, and relevant shipping or freight agreements. Nothing here limits customers’ legal rights or remedies.

Damaged or Defective Merchandise

Small Packages (UPS, FedEx, USPS, etc.)

Inspect items promptly. If damaged or defective, contact cs@dorothydraperhome.com or 561-585-1855, preferably within 72 hours of delivery. Keep the merchandise, carton, packaging, and accessories. We may request photographs and will provide instructions for repair, replacement, return, or another appropriate resolution. Do not discard packaging or ship an item back without instructions.

Large Package & Freight Deliveries

Inspect packaging and, where possible, the merchandise before signing. Record visible damage on the carrier delivery receipt and take photographs. Significantly damaged merchandise may be refused after documenting the condition and notifying the carrier. Contact Customer Service preferably within 24 hours of delivery. Prompt reporting and notation help carrier claims, but missing these preferred windows does not automatically eliminate rights under applicable law.

Returning Damaged Merchandise

Follow Customer Service instructions. Do not use, install, alter, repair, or discard the product or packaging beforehand. Where Dorothy Draper Home is responsible for damaged, defective, or incorrectly shipped merchandise, return shipping and remedies will be handled according to applicable law and the circumstances of the claim.

Retail Store Operations

Independent Retail Business

Dorothy Draper Home stores at Grand Hotel and The Greenbrier are independently operated retail establishments and are not owned or operated by either hotel. Our merchandise inventory, transactions, and return policies are separate from the hotels’ own retail operations. Purchases from the hotels or other stores on their properties cannot be returned to Dorothy Draper Home; Dorothy Draper Home purchases cannot be returned through the hotels or their other retail operations.