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Our design team at HACKNER HOME has curated our raw materials to make these products because we love them, but we understand that you may need to make a return.

In this case, please E-Mail us at to obtain a return authorization. We do not cover shipping costs for the return shipment on general returns, you are free to choose your preferred carrier. We do recommend you ship your return insured and with tracking as we cannot be responsible for lost or damaged items. Lost or Damaged items will not be eligible for a refund. 

Please ensure that all items are in original condition and are unwashed. Include the order number in the package and send the items to:

C/O Returns Department
806 W. Warren Street
Shelby, NC 28150

Once we receive the items back at our Shop, we’ll process a refund to the original form of payment within 2 business days of the date we received the items.

All shipping charges are non-refundable. All returns are subject to a 20% restocking fee.


Items must be in like new condition; not washed or used or showing wear. Because our items are specialty items that are made to order we require a timely return process. Please request a return via E-Mail to within 7 days of receipt. Once a return has been approved (typically within 2 business days) the package must be postmarked within 7 days of receipt of the authorization E-Mail.


 We do not accept direct exchange of products. Rather, we ask you to request a return approval and order the new item you would like to purchase in place. This helps us avoid processing errors. Please refer to our return policy guidelines to assure your item is within the return window and eligible. Exchanges must be requested within 7 days of receiving the product. The items are custom-made to order therefore we charge a 20% restocking fee on returns. Please make your request to return the item(s) by E-Mailing your order number and item(s) to return to We do not cover return shipping costs. 


Damages to the merchandise, or defects in manufacturing are rare, but occasionally do happen. All shipments should be inspected immediately upon arrival.  Should your piece arrive with a defect or damage we will do our very best to have a replacement shipped to you as soon as possible at no cost. Please notify us via E-Mail at of the situation and include a picture of the defect in your correspondence. We will provide a return shipping label for the defective item so you can mail it back to us.


Please note that final sale and clearance items are not returnable or exchangeable except for manufacturing defects. These items are identified by numeric .99 in price (i.e., $39.99) and/or items purchased during a warehouse or sidewalk sale. 


You can cancel your unshipped order within 24hrs of placing it for a full refund. Should your order have shipped within the first 24hrs please refer to the return process and policy above.


We will do our best to accommodate order changes. However, items are custom-made to order and once production of your item has started, we reserve the right to assess an appropriate change fee if applicable.


Unauthorized returns are returns that have not been requested and approved via E-Mail by HACKNER HOME as described above. Unauthorized returns will be denied and are not allegeable for a refund. To ensure a smooth return experience, make sure to follow the process outlined in this policy. 


We do not accept returns or exchanges from outside of the 48 US Contiguous States


All FABRIC sales are final on fabric yardages. Quantities sold are cut from a large bolt and are not restockable. Fabric Samples are not eligible for return.


Packages returned by the carrier are considered undeliverable. Example: unclaimed, no mail receptacle, or any other official carrier reasons. We will attempt to reach out to you via E-Mail to arrange for redelivery of the item/s. Customers with undeliverable, unclaimed, or no mail receptacles are responsible for shipping fees for redelivery. If we do not hear back within 30 days of the ‘return to sender’ date marked by the carrier, the package will be treated as abandoned.  


We can make custom sizes of pillow covers/cases/curtain panels, and other special orders per request. Any custom items or custom sizes cannot be canceled after 24hrs of order receipt and are not returnable. Please E-Mail us at subject “special order request” with your project.


Furniture, Decor items, Bedding and Throw Blankets are not returnable or exchangeable.


USPS delivery vehicles use GPS that can automatically update a package as "delivered" prematurely. Please wait another business day, as the package could have been marked as delivered by mistake and will arrive the following day.

Contact your local USPS post office. Make sure you contact your LOCAL post office and not the USPS hotline. Your local post office will be able to provide quicker, and better service. Ask who delivered the package and ask for the details of that day's delivery. USPS is familiar with these questions and will generally provide helpful information.

If the package still cannot be found, we will assist in filling a claim with the carrier. Hackner Home cannot reimburse OR re-ship orders that were mis-delivered by the carrier or stolen from a property. Thank you for understanding.

For peace of mind HACKNER HOME has partnered with Route for package protection. Route Package Protection can be purchased during checkout. 

Route offers package Protection that gives you peace of mind: 

  • Coverage against loss, theft, or damage in transit
  • Instant resolution of shipping issues with just a few clicks
  • Item refund or replacement, pending availability
  • 24/7 claim support with Route
  • Neutralize 100% of carbon emitted from shipping and package

If there is a problem with your package you can get an instant resolution through the Route website


This return policy is subject to change without notice. If you have any questions about our policies, please contact us at