14-Day Returns and Exchanges
We hope you love your TimberEra piece. If something isn’t right, we’re here to help.
Request a return or exchange within 14 days of delivery. Non-personalized items can be returned whether damaged or undamaged. Personalized items follow the conditions below.
Returns and Return Shipping
Contact swtimberera@gmail.com or our on-site Inbox with your order number within 14 days of delivery.
Contact us before sending anything back. We’ll confirm the return instructions and return-label arrangements, including availability and any label cost.
Customers pay return shipping when choosing a return.
Refunds
Eligible refunds go to your original payment method, usually within 12 calendar days after we receive your return. This includes our processing and the payment provider’s usual processing time.
Your bank, card issuer or PayPal may take longer. If the refund hasn’t arrived after 12 days, contact us by email or Inbox below.
Free Exchanges for Quality Issues
If your piece arrives damaged or defective, we’ll help put it right. Request a free exchange within 14 days of delivery, including for personalized pieces.
We cover any required return shipping and replacement shipping.
Send your order number and, if possible, photos to swtimberera@gmail.com or our on-site Inbox.
Damaged, Defective, or Incorrect Items
Please check your order on arrival. Report damage, defects or an incorrect item to swtimberera@gmail.com or our on-site Inbox within 14 days of delivery, with your order number and photos if possible.
Quality issues qualify for the free exchanges above. Incorrect items receive the correct replacement with free shipping, including personalized items. Your statutory rights remain unaffected.
Personalized Items
Made just for you, personalized or engraved items cannot be voluntarily returned or exchanged without a quality issue, including a change of mind.
Damaged or defective pieces qualify for a free exchange within 14 days of delivery. We cover required return and replacement shipping; incorrect items also qualify for a replacement with free shipping.
Contact swtimberera@gmail.com or our on-site Inbox with your order number and photos if possible. Your statutory rights remain unaffected.
Order Changes and Cancellations
Request a change or cancellation within 12 hours of ordering through swtimberera@gmail.com or our on-site Inbox. Once production, personalization or shipping begins, changes or cancellation may no longer be possible.
Statutory Rights
Any right to cancel, return, receive a refund, or obtain another remedy under applicable law remains in effect. This includes any applicable consumer withdrawal rights and rights relating to faulty goods. The 14-day request period and shipping-cost terms above do not limit these rights.
We’re Here to Help
We’re happy to help you find the right next step. Contact swtimberera@gmail.com or our on-site Inbox with your order number.