Refund policy

Birch & Brass accepts returns on every item in our catalogue for 30 days from the day your order is delivered. There are no exceptions by category and no clearance carve-outs — if we ever run a promotion with different terms, those terms will be stated in the promotion itself.

How to start a return

You can reach us two ways, whichever is easier:

Email info@birchandbrasshome.com with your order number — this is the fastest route and it is monitored every day.
Call or leave a voicemail at +1 720-480-3823, Monday–Friday, 9:00 AM–6:00 PM MT. Voicemails left outside those hours are returned the next business day.

You can also use the form on our Contact page. Tell us your order number and what you would like to do; we will reply with return instructions and a prepaid label. Please contact us before shipping anything back — items sent back without approval cannot be processed, because we will have no way to match the parcel to your order.

What can be returned

To be eligible, the item must be in the same condition you received it: unused, undamaged, with any tags attached, and in its original packaging. A receipt or order confirmation serves as proof of purchase.

A small number of items cannot be returned once opened: personal-care items and custom or personalised products. Gift cards are non-refundable. These exclusions are stated on the product page of any affected item.

Who pays for return shipping

Return shipping within the United States is free. Once your return is approved we email you a prepaid label — you do not pay to send an item back, and we never charge a restocking fee.

If your order never arrived

If tracking shows delivered but the parcel is not with you, or if tracking has not moved for 7 days, contact us. We will open an investigation with the carrier on your behalf — you do not have to deal with the carrier yourself. If the parcel cannot be located, you choose: a full refund to your original payment method, or a free replacement shipped at our cost. Claims for a missing parcel should be raised within 30 days of the expected delivery date.

If your order arrived damaged

Please inspect your order when it arrives. If anything is damaged or defective, contact us within 48 hours of delivery and include photographs of the item and the outer packaging — that is all we need to act. Do not send a damaged item back before contacting us. We will send a free replacement or issue a full refund, whichever you prefer. You are never asked to pay return shipping on a damaged item, and there is no restocking fee.

If you received the wrong item

If what arrived is not what you ordered — wrong product, wrong colour, or wrong size — contact us within 48 hours of delivery with your order number and a photo of what you received. We will send the correct item at our expense and email a prepaid label so you can return the incorrect one. If you would rather not wait, we will refund you in full instead. The mistake is ours to fix and it costs you nothing.

Exchanges

The quickest way to exchange something is to return the original item for a refund and place a new order for the one you want, so you are not waiting on the return to clear before the new piece ships.

Refunds — method and timing

Refunds are always issued to the original payment method. We do not issue store credit unless you specifically ask for it.

We inspect and notify you within 2 business days of your return reaching us.
Once approved, we issue the refund within 10 business days.
Your bank or card issuer then typically takes a further 3–5 business days to post it to your statement — that part is outside our control.

Original shipping charges are refunded in full when the return is our fault (damaged, defective, wrong item, or a parcel that never arrived).