Refund policy

At Ornate, we truly value every customer and are committed to providing exceptional service. We understand that sometimes a purchase may not be exactly what you expected, and we will always do our best to make the return process as simple and pleasant as possible.

How to Initiate a Return

Returns must be initiated within 7 days of the fulfillment date.

To submit a return request, please contact us through our website at OrnateNYC.com or email us with your order number and reason for return. Once your request is approved, you will receive a Return Merchandise Authorization (RMA) number. Returns received without an RMA will not be eligible for a refund.

Refunds
Refunds will be issued to the original form of payment once the returned item has been received and inspected. All returned merchandise must be unused, in new condition, and include all original packaging.

Non-Returnable Items
The following items are not eligible for return:

  • Custom or special-order items, including custom upholstery and custom linens
  • Final sale or clearance items
  • Seasonal merchandise
  • Items returned without original packaging
  • Items showing signs of use, wear, or damage
  • Returns requested more than 7 days after fulfillment

Return Shipping
Customers are responsible for return shipping costs unless the item received was damaged, defective, or shipped in error.

Damaged or Incorrect Items
If your order arrives damaged, defective, or incorrect, please notify us within 48 hours of delivery. Claims must include photographs, and items damaged during transit should remain in their original packaging whenever possible.

Fragile & Delicate Items
Fragile items, including floral arrangements, sculptures, and similar décor pieces, must be returned in their original packaging. Any damage occurring during return transit due to insufficient packaging may be the responsibility of the customer.

Seasonal & Gift Items
Purim items are not returnable. No returns will be accepted after Yom Tov on seasonal merchandise. Gift items accompanied by a gift receipt may be returned within 7 days of receipt. Corporate gifts are not returnable.

We appreciate your business and thank you for choosing Ornate. If you have any questions regarding your order, our team is always happy to assist.