Refund policy

A Note on Our Handmade Pieces

Every House of Motifs piece is made in small batches by artisans in Türkiye, using traditional techniques and natural dyes. Slight variation in colour, texture and weave is part of what you are buying, not a fault. Two pieces of the same design will never be identical, and the piece you receive may differ a little from the photograph.

That variation is not a reason for return. If you have questions about a particular piece, email us before you order and we will describe it honestly, or send you a photo of the actual item.

At a Glance

• 30 days. Items must be postmarked within 30 days of your delivery date.
• Original condition. Unused, unwashed, free of stains and odour, with any tags still attached.
• Return postage. Paid by you. Please use a trackable service.
• Damaged or defective. We cover everything — prepaid label, replacement or full refund.
• Final sale. Only items clearly marked Final Sale, plus gift cards, personalised and altered items.

How to Return or Exchange

1. Email us

Write to info@houseofmotifs.com with your order number and what you would like to do. We reply within 1 to 2 business days.

2. We send you a return authorisation

You will receive an RA number and instructions. Please do not send anything back before you have it, as we cannot track unlabelled returns.

3. Send the item

Pack it securely, include the RA number inside, and ship with a trackable service. Return postage is yours to cover unless the item was damaged, defective or not what you ordered.

4. We inspect and resolve

Once your return arrives we inspect it and process your refund or store credit within 5 to 7 business days.

Local pickup orders can also be returned in person at 119 W Virginia Street, McKinney. Email us first so we know to expect you.

Your Two Refund Options

• Store credit — the full value of your item plus a 10% bonus credit. No fees. This is the option we recommend.
• Refund to your original payment method — the full value minus a 5% restocking fee. As a small batch brand, that fee covers the cost of receiving, inspecting and relisting a piece.

Original shipping charges are not refunded on change of mind returns. If your order qualified for free shipping and a return brings it below the $150 threshold, we do not claw back the shipping cost.

Exchanges

Exchanges depend on what is in stock. The quickest route is to return your item for store credit and place a new order, so your preferred piece is not sold while your return is in transit. If the piece you want is out of stock, we will issue store credit at full value and let you know when it returns.

Damaged, Defective or Wrong Item

Email info@houseofmotifs.com within 14 days of delivery with your order number and photos. We will send a prepaid return label and either replace the piece or refund you in full. There is no restocking fee and no return postage cost to you in these cases.

The same applies if your order never arrives, or if tracking shows it delivered and it is not there. We handle the carrier claim.

Natural variation in colour, weave or texture is not a defect — see the note at the top.

What We Cannot Take Back

• Items clearly marked Final Sale on the product page
• Gift cards
• Personalised or custom made items
• Items that have been altered, washed or used

Made to order pieces — made specifically for your order — cannot be refunded to your original payment method, but we will issue store credit at full value.

Please note: a product shown at a reduced price is not automatically a final sale item. Only pieces we have explicitly marked Final Sale are excluded.

Changing or Cancelling an Order

Email info@houseofmotifs.com as soon as you can. We will do our best to catch it before your order is packed and shipped.

Price Adjustments

If something you bought at full price goes on sale within 7 days of your order, email us and we will issue the difference as store credit.

Common Questions

Can I return a gift?

Yes. Gifts can be returned for store credit at full value, or refunded to the original payment method minus the 5% restocking fee.

How long does a refund take?

Once your return reaches us, allow 5 to 7 business days for inspection and processing, then a few more days for your bank to post it.

The colour looks different from the photos. Can I return it?

If it is natural dye variation, that is not grounds for return — but email us anyway. If we feel the listing photo misrepresented the piece, we will treat it as our error and cover the return.

What if I no longer have the original packaging?

Any secure packaging is fine. Just protect the piece well.

Do I have to pay to return something faulty?

No. Faulty, damaged and wrong items are entirely on us.

Questions

Email info@houseofmotifs.com and we will reply within 1 to 2 business days.