. Sazerac Stitches Store Policies - Sazerac Stitches

Sazerac Stitches Store Policies

Returns, Cancellations, and Other Sazerac Stitches Store Policies

 

Every Sazerac Stitches fixture is handcrafted to order in our New Orleans studio. Because each piece is individually made, we ask that you review the following policies carefully before placing your order.

 

Custom Orders

Custom pieces are made exclusively for you and are final sale. We’re unable to accept returns or exchanges on these items.

 

Cancellations

Production begins shortly after your order is placed.

  • Within 5 days of purchase: Orders may be cancelled for a full refund.

  • After 5 days: Cancellations are processed as a return with a restocking fee of $50 or 10% of the order total (whichever is greater).

  • This policy reflects the cost of materials and labor allocated to your project once production has started.

To request a cancellation, please email hello@sazeracstitches.com with your order number.

 

Returns (Preference-Based)

We want you to love your lighting, but understand that sometimes a piece may not be the right fit. Please view our full returns and exchange policy here. Below is a brief summary of the return policy:

  • Request within 60 days of delivery.

  • Items must be unused and uninstalled to qualify.

  • Original shipping charges are non-refundable.

  • Orders $400+ are subject to a $50 or 10% restocking fee (whichever is greater).

  • All returns must be packaged securely. Damage resulting from inadequate packing may result in a forfeited refund.

Exchanges

If you would like a different color or fixture instead of a refund, we are happy to review exchange requests. Please view our full returns and exchange policy here.

 

Damaged, Incorrect, or Missing Items

If your order arrives damaged, incomplete, or incorrect, please contact us within 30 days of delivery:

  1. Email hello@sazeracstitches.com with your order number.
  2. Include clear photos of the item and packaging.
  3. We will arrange a return and send a replacement promptly.

 

Mis-Delivered Packages

If tracking for your order shows “Delivered” and you do not have the package, you must notify us within 3 business days of the carrier’s reported delivery date.

Because carrier investigations rely on very recent scan data, driver logs, and in some cases camera footage, delays in reporting significantly reduce the chances of locating a misdelivered package.

Before contacting us, please:

  • Confirm that the shipping address on your order confirmation is correct.

  • Check all potential delivery locations at your property (front door, side door, back door, mailbox, garage, gate, office, etc.).

  • Ask household members, neighbors, building management, mailroom, or front desk if they accepted the package on your behalf.

If the package is still not located after these steps, contact us within 3 business days with your order number so we can review and advise on next steps.

Requests submitted after this 3-business-day window will be reviewed at our discretion and may not be eligible for replacement, refund, or claim support due to carrier investigation limits.

Is your order marked as delivered?  Mis-deliveries must be reported within three business days. Read more here. 

Is you order marked as non-delivered? Orders must be reported as non-delivered within two weeks of the date that the package was marked as delivered by UPS or USPS.

 

Replacements during an active investigation

If tracking shows “Delivered” and a carrier investigation or claim is in progress, we do not automatically ship a full replacement order while the claim is open.

We will review the carrier’s findings and determine next steps based on:

  • The outcome of the investigation
  • Verification of the shipping address and order details
  • Our internal records

We appreciate your cooperation with these procedures so that lost or misdelivered packages can be resolved as efficiently and fairly as possible.

 

Installation & Labor

We do not reimburse electrician or installation costs. All fixtures are designed for straightforward installation, and professional services are at the customer’s discretion.

 

Canadian Orders

Import duties and brokerage fees are the responsibility of the recipient. Customers may choose to self-broker shipments to avoid UPS brokerage fees.

At-a-Glance

Policy Timeframe Fee
Cancel within 5 days 5 days from purchase None
Cancel after 5 days After 5 days $50 or 10% (whichever is greater)
Return for preference 60 days from delivery $50 or 10% (orders $400+)
Report damage/missing items 30 days from delivery None
Mis-delivery to a wrong Address 3 business days n/a