Refund policy

We will accept returns and exchanges of eligible items in new and unused/resalable condition, in our sole discretion within 30 days of receipt with a valid proof of purchase. Shipping fees will not be refunded.

Customers are responsible for return shipping costs.

Certain items cannot be returned, exchanged, or canceled, including personalized items, Custom or Made to Order Furniture, items purchased as final sale, store floor samples, live botanicals, cut yardage of fabric, and items used and/or damaged through normal wear and tear. Shipping charges are not refundable. Other restrictions may apply.

To start a return, or for any questions, please reach out to us at info@shopotto.ca. 

Items sent back to us without first requesting a return will not be accepted. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, or damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at info@shopotto.ca.