Returns and Exchange
Need to make a return? Let’s make it simple.
Upper Room will gladly accept returns for exchange, or store credit on unused, qualifying items within the first 14 days of receiving your purchase.
Products will be inspected upon return to determine if applicable for exchange or credit.
Due to the handmade nature of our items, all custom orders and discounted items are not subject to return for exchange for any reason.
Upper Room is happy to work with you before your purchase to ensure that you receive the right product.
Leather may come with minor scarring or markings and this is not considered an imperfection but rather reflects the individuality of each item.
Upper Room cannot assume responsibility for reimbursement or compensation for packages lost in transit without proof of delivery to Upper Room.
How to make a return for exchange:
1. You may Exchange any item if you are not satisfied with the size, color, or fit; Exchanges can be made for any item with a defect, unless the defect was stated in the listing and the customer made fully aware of any issues with quality, including but not limited to samples, one-offs, or custom requests. If you have purchased a normally priced item advertised to be of standard quality, but it has a defect, we will happily pay your return shipping. If a customer elects an exchange, the customer must pay for the cost of shipping both ways.
2. Please contact us about any Returns or Exchanges within 14 days of receipt of your item.
3. Returned and Exchanged items must be in new condition, unworn/unused, including any packaging.
4. Please contact us to request a Return Authorization via email at email@example.com. All Returns and Exchanges must be approved beforehand. Once we have approved your return, we will send you further instructions.
After your return or Exchange is processed, you will be sent an exchanged item / issued a credit for the value of the item. Items shipped to us without a exchange authorisation will not be applicable for exchange or credit.
We stand by the design, quality and craftsmanship of our goods which is why we offer a Limited Lifetime Warranty on all leather products. We are happy to cover issue due to a manufacturer defect incurred during the lifetime of your items. The Limited Lifetime Warranty is applicable to leather products up to 8 years and covers defective stitching, hardware defects and fabric defects.
We will always attempt to repair your item with original or similar materials, however in some cases we may need to use new materials or material colors for your repair. We will always discuss these options with you prior to making the repair.
All repairs require proof of purchase. Some repairs that are not due to a manufacturer’s defect may require a reasonable fee. Clearance and Sample Sale items are not covered by warranty.
If you would like to submit your item for repair, please contact firstname.lastname@example.org with your proof of purchase and a photo of the item where the repair is needed.
All terms and conditions on this page are subject to change at anytime.