Returns
All Liza Hathaway Matthews products are custom packaged when you order them. Because of the unique nature of our business, and that these items are entering personal homes during the time of a pandemic, we are unable to accept most returns. We try to show all colors and list all dimensions as accurately as possible on the product pages. Please review this information carefully and contact our team at (410) 458-0644 if you have any questions prior to placing your order.
If you do need to request a return, you must contact us by email within 7 days of receiving your item. To be eligible for a return, your item must be unused and in the same condition that you received it and it must also be in the original packaging. You will be responsible for paying for your own return shipping costs for returning your item. Original shipping costs paid for the order are non-refundable. If you receive a refund, it will only be for the purchase price of the item you ordered.
Custom made-to-order goods and art cannot be returned. Custom art includes original, commission, and print pieces.
Additionally, gift certificates cannot be refunded, but, if unused by the gift recipient within a year, they can be used by the original purchaser of the certificate, as entered in our system.
Any returns sent to Liza Hathaway Matthews without prior consent by a Liza Hathaway Matthews team member will not be eligible for an exchange or refund.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5 business days.
Late or missing refunds
If you haven’t received a refund yet, first check your credit card or PayPal account again. Then contact your credit card company as it may take some time before your refund is officially posted. If you’ve done all of this and you still have not received your refund yet, please contact us at liza@lizahathawaymatthews.com.
Sale items
Only regular priced items may be refunded, unfortunately sale items cannot be returned or refunded.
Exchanges
We only replace items if they are defective or damaged. If your item is damaged during shipping, please send us an email to liza@lizahathawaymatthews.com including photos of the outside packaging and the damaged contents, and we will begin work on a replacement order directly with you.