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Return & Refund Policy

We want you to be confident in what you receive. If something doesn’t work out, this policy outlines how we handle returns, refunds, and exchanges. We keep the process simple — no restocking fees, no long forms, and no pressure to keep something that isn’t right for your space.

Return window

You have 60 days from the delivery date to initiate a return. This applies to all items, including seasonal decor like Halloween pieces. If you’re returning a seasonal item outside its intended season, that’s fine — we accept returns year-round as long as you’re within the 60-day window.

Eligibility

  • Items must be in original condition — not damaged, altered, or used beyond normal inspection.
  • Products must be returned in their original packaging if possible. If you no longer have the box, use comparable packaging to prevent damage during return shipping.
  • We do not accept returns on items that have been modified, painted, or assembled in a way that changes their original form.
  • Gift cards and final sale items are not eligible for return — these are clearly marked on the product page.

How to start a return

Email us at Support@journeystaff.com with your order number, the item(s) you’d like to return, and a brief reason (not required, but helpful). We’ll send you a return authorization and the return shipping address. Do not send items back without an authorization — we may not be able to identify your package and processing will be delayed.

Return shipping cost

  • If the return is due to a defect, damage, or our error, we provide a prepaid shipping label at no cost to you.
  • If you’re returning because the item doesn’t fit your space or you changed your mind, you are responsible for return shipping costs. We recommend using a trackable service — we are not responsible for items lost or damaged during return transit.
  • We do not deduct restocking fees from refunds.

Refund processing

Once we receive and inspect your return, we issue a refund to your original payment method within 2–3 business days. The refund includes the full purchase price of the item, plus any sales tax paid. Shipping fees are non-refundable unless the return is due to our error or a defective product.

You will receive an email confirmation when the refund is processed. Depending on your bank or credit card issuer, it may take 3–5 business days for the credit to appear on your statement.

Exchanges

If you’d like to exchange an item for a different color, size, or design, start a return as described above, and place a new order for the desired item. We’ll process the return refund separately. This is faster than waiting for an exchange to ship — you get the new item sooner, and we process the return at our standard pace.

Damaged or defective items

If your item arrives damaged or has a manufacturing defect, email us within 5 business days of delivery with photos showing the issue. We’ll send a replacement immediately or issue a full refund — whichever you prefer. You do not need to return the damaged item unless we specifically ask (we rarely do for lower-value items).

For defects discovered after normal use (e.g., a finish that wears unevenly within the first year), email us with photos and a description. We handle these on a case-by-case basis and have replaced items up to two years after purchase when the issue is clearly material-related.

Non-returnable items

  • Items marked “Final Sale” — these are discontinued styles or overstock we sell at a discount.
  • Gift cards.
  • Items that have been clearly used, stained, or physically altered.

Refund timing for delayed returns

If you return an item without an authorization, processing may take up to 10 business days while we identify the package. To avoid delays, always include your order number inside the package and email us for authorization before shipping.

European and international returns

We currently only ship within the US, so international return policies do not apply. All returns originate from and are processed within the US.

Questions about returns

If you’re unsure whether an item qualifies, or if you need help with return shipping options, email us at Support@journeystaff.com. We respond within one business day and can walk you through the process.

For related policies, see our Shipping Policy, Privacy Policy, Terms and Conditions, or visit the Contact Us page.

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