Okay, so here’s the deal. Unless an item arrives damaged or defective, we can’t really accept returns. And here’s why. Everything we make is designed to customer provided specifications to fit your style needs and window measurements to the eighth of an inch. We take pride in the fabrics we source but they come at a price. Also, at the end of every order there’s always a bit of excess fabric that we can’t use and have to donate. And unlike some competitors, we do not build waste into our pricing. We only charge for material used in your products. We also have expert seamstresses making our products. Their care and effort comes at a price as well. We also bear the cost of shipping and do not charge our customers for it. We want nothing more than absolute customer satisfaction always. But we also need to sustain our business to keep making window coverings that customers love. That is why we strongly urge you to double or even triple check your measurements before you submit an order through our site. If there is still any doubt in your mind, reach out to us at hello@everhem.com and we will work with you to ensure we get it right.
If, after you’ve submitted an order you need to make adjustments to any of the measurements or specifications in your order, please send us an email at orders@everhem.com with your Order # in the subject line within 24-48 of the time your order was placed and we can work with you to ensure your custom window coverings come out perfectly. After 48 hours, we may not be able to make any amendments to your order but we will work with you as best we can.
If you need to cancel your order, you can do so within 24-48 hours of placing it by sending us an email at orders@everhem.com with your Order # in the subject line and we will process a full refund. Please note, it may take between 5 and 10 business days for refunds to process. After 48 hours from the time your order was placed however, we may not be able to refund you but we will try to do what is fair and right.
If your shipping address changes, send us an email at orders@everhem.com with your Order # in the subject line and let us know. As long as your order hasn’t already shipped, we can work with you. That said, our orders ship within 15 business days of the date the order was placed so please don’t wait too long to let us know!
*Due to COVID-19 and supply chain delays our current lead times are significantly longer than usual at approximately 6–8 weeks.*
If any of your Everhem products arrive damaged or defective out of the packaging in some way, please reach out to us within 14 days of receiving them and we will work with you to fix the problem. If for some reason you won’t be able to open your Everhem packaging and inspect your products within 14 days of delivery, send us an email ahead of time at orders@everhem.com with your Order # in the subject line and let us know. We are not responsible for any damage or defect caused on account of mishandling by you or someone in your household (hired or otherwise, during installation or otherwise) or any damage discovered more than 14 days after the date of delivery (unless notified in advance for the extension). Though we are very careful and inspect every product before we send it out, there is always the possibility of damage or defect that was either missed or caused in transit. If this happens, we are truly sorry. We will honor free return shipping and offer a full refund or a free new product, whichever you prefer. We may ask that you send us photos of the damage or defect for our records so that we can prevent such issues from occurring in the future.
So long as your product was manufactured in accordance with the specifications you provided we are not technically responsible for incorrectly measured products.
If you receive your custom order and realize, upon trying to install it, that you may have measured incorrectly and your drapes or shades don't fit perfectly please reach out to us right away at orders@everhem.com. We will work with you as best we’re able in order to rectify the problem. If we can fix the problem with your order, we will. Ultimately we don’t want customers spending a lot of money on a product they cannot use. We may require you to cover return shipping back to our workroom for the repair but we will cover the rest. If, for some reason, we are unable to fix the issue, we still want you to be happy. We will offer you new replacement products in the correct dimensions at 50% off. This offer is valid for 14 days from the date the order was received. It also must be a replacement of a custom window treatment purchased and not an entirely different product.
Our website has various instructional videos and materials for reference when it comes to measuring for custom window coverings. That said, we strongly encourage our customers to contact us prior to placing a custom order if they have any questions or concerns that they have not been able to address through our site. We are always happy to work directly with our customers at the outset to avoid potential problems that become more difficult to fix after an order is placed.
