Returns, Refunds, and Exchanges

Our Satisfaction Promise

At WickwoodTX, each piece is handmade from natural wood, and I want you to feel good about the piece you receive. If your purchase arrives and it is not the right fit for you, contact WickwoodTX within 7 days of delivery. As long as the item is unused, undamaged, and returned in the condition it was received, I will accept the return and issue an approved refund after the item is received and inspected. Because each piece is handmade and often one of a kind, please contact WickwoodTX before sending anything back so the return can be handled clearly and fairly.

Ready-Made Items

Ready-made items may be returned under the WickwoodTX satisfaction guarantee if the return request is made within 7 days of delivery. Returned items must be unused, undamaged, and returned in the condition they were received. For preference-based returns, the customer is responsible for return shipping, and original shipping charges are not refundable.

Exchanges

Exchanges may be accepted for ready-made items if the request is made within 7 days of delivery and the original item is unused, undamaged, and returned in the condition it was received. If the exchange is based on customer preference, such as choosing a different item, size, style, or piece of wood, the customer is responsible for return shipping and any shipping cost for the replacement item. If the replacement item costs more than the original item, the customer is responsible for the difference. If the replacement item costs less, WickwoodTX may issue a refund for the difference, excluding original shipping charges, return shipping costs, and any non-refundable custom order deposit.

Custom Orders

Custom orders may require a deposit before work begins. Any custom order deposit is non-refundable. The deposit reserves shop time and helps cover planning, design discussion, material review, preparation, and administrative work involved in starting a custom piece. Once a custom order has shipped and been received, the finished item may still be eligible for return under the WickwoodTX satisfaction guarantee. If a custom item return is approved, any refund will apply only to eligible amounts paid above the non-refundable custom order deposit, excluding original shipping charges and return shipping costs unless WickwoodTX determines otherwise.

Shipping Damange or Order Problems

If an item arrives damaged, or if there is a problem with the order, contact Wickwood Handcrafts within 48 hours of delivery. Please include photos of:

  • 1. The item
  • 2. The shipping box
  • 3. The packaging materials
  • 4. The shipping label

Please keep the item, box, and packaging until the issue is resolved. This helps Wickwood Handcrafts review the issue and, if appropriate, file a shipping claim.

Natural Wood Characteristics

Wood is a natural material, and every Wickwood Handcrafts piece is different. Grain patterns, color variation, knots, checks, voids, inclusions, spalting, insect markings, and natural movement are part of the character of handmade wood pieces. These natural features are not considered defects unless the item was clearly misrepresented in the listing, description, or photos. That said, if the piece arrives and it is simply not the right fit for you, you may still request a return under the Wickwood Handcrafts satisfaction guarantee. To qualify, the item must be unused, undamaged, and returned in the condition it was received within the return window.

Items Not Eligible for Refund

Refunds may be declined if:

  • 1. The refund request includes a custom order deposit. Any custom order deposit is non-refundable.

  • 2. The return request is made after the return window.

  • 3. The item is returned without prior approval from Wickwood Handcrafts.

  • 4. The item has been used, damaged, altered, washed, refinished, oiled, waxed, or otherwise changed after delivery.

  • 5. The item was damaged after delivery due to handling, storage, dropping, water exposure, heat, direct sunlight, excessive dryness, humidity, outdoor exposure, harsh cleaners, dishwasher use, or failure to follow care instructions.

  • 6. The item is returned damaged because it was not packaged properly for return shipping.

  • 7. Original shipping charges and return shipping costs are not refundable for preference-based returns.

Return Shipping

If a return or exchange is approved because of customer preference, the customer is responsible for return shipping. Returned items should be packed carefully and shipped with tracking. Wickwood Handcrafts strongly recommends that customers insure return shipments for the value of the item. Wickwood Handcrafts is not responsible for return shipments that are lost, damaged, or delivered without tracking confirmation. If an item is returned damaged because it was not packaged properly, the refund may be reduced or declined.

How to Request a Return or Exchange

To request a return or exchange, contact Wickwood Handcrafts through the website contact form before sending the item back. Please do not ship the item back until the return has been reviewed and approved. Once your request is reviewed, Wickwood Handcrafts will provide the next steps. Please include:

  • 1. Your name
  • 2. Order number, if you have it
  • 3. Item purchased
  • 4. Date the item was received
  • 5. Reason for the return or exchange
  • 6. Photos, if the issue involves damage or item condition

If you do not have your order number, include the name used for the order, the email address used for the purchase, the item purchased, and the approximate purchase date.

A Quick Note

Wickwood Handcrafts genuinely appreciates your interest in our work and the trust you place in a small handmade shop. If the piece is not the right fit, we want the return process to be clear, fair, and respectful from both sides. Our hope is always to handle the situation with care and leave the door open to work together again in the future.