Returns and Damaged Items

One of our core beliefs is that everyone in our community should have a place here, regardless of technology or ability. Because of that belief, Sweet Water Decor is committed to maintaining a digital experience that is accessible to all. To that end, we are making active efforts to ensure its digital channels substantially comply with the Web Content Accessibility Guidelines designed by the World Wide Web Consortium, the international standard-setter in digital accessibility. These efforts include: Adding the Accessibly App - an App built for Shopify stores like ours that enables us to comply with the Americans with Disabilities Act (ADA) and the Web Content Accessibility Guidelines (WCAG), ensuring that our store is easy to use and navigate for everyone. We strive to have an inclusive and welcoming environment for all of our customers. We provide accessibility options which users can select under the widget; Regularly reviewing our digital channels for technical issues that could impede access; Maintaining multiple methods and channels of contact for users to report any technical issues they experience; and Addressing issues promptly whenever they are found or reported. Accessibility is a crucial goal towards which we are actively striving at all times. Together, we are confident we can achieve it. If you encounter an issue accessing our digital channels, please let us know using any of the methods below. Via Email: customerservice@sweetwaterdecor.com Via Phone: 412-402-8996 (If we are unable to answer, please leave a voicemail and we'll be in touch soon during our normal business hours - M-F 9-4pm EST and excluding major US holidays) Last updated on: 2/17/2025

Returns

Sweet Water Decor wants to make sure your items meet our high standards and your expectations.

Eligible returns are accepted for store credit (return shipping fees will be deducted from your store credit total).
Used items are not eligible for return.
All sales on markdown items, mystery boxes, imperfect products, and Candle of the Month subscriptions are final. No returns are permitted.
Vendor Direct/Curated items are not eligible for a return. Vendor Direct/Curated items are handpicked designer items chosen by our team to perfectly complement your SWD products that ship directly from the vendor. If there is an issue with your curated item, please contact us with your order number and description of your issue.
Returns for unused Sweet Water Decor items are accepted within 14 days of delivery for store credit minus return shipping fees.
Holiday purchases: Returns are extended to 30 days for purchases made between Black Friday and Christmas to account for holiday gift giving. Returns will not be accepted after 30 days from time of delivery.
Contact us below to start your return.

Damaged Items and Missing Packages

Unfortunately, we cannot control what happens to an order once it is picked up by the shipping carrier for final delivery.
For missing or damaged orders covered through Route Protection, submit a claim for refund or replacement here: https://claims.route.com/

We recommend utilizing Route order protection, which can be added to your cart before heading to checkout on our website. Route order protection will ensure you receive a replacement for damaged or lost packages, processed directly through Route.

If your order tracks as delivered but is not received, please check around your mailbox, entrances, lockers, mailrooms, with household members and neighbors. Mail carriers may track a package as delivered 2-3 days before a package actually delivers. If you are still unable to locate your package, we recommend reaching out the carrier for additional information.
For all other damaged/missing packages, contact us below.

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