Return & Refund Policy
Our Commitment to Excellence
At 31 North, we take immense pride in the centuries-old artistry of Chinese silk embroidery. Each piece is a unique masterpiece, meticulously inspected by our master artisans before it leaves our studio to ensure it meets the highest standards of quality and cultural integrity.
Eligibility for Returns
We offer a 14-day return window for our non-customized, ready-to-ship collections.
Return Requirements
- Condition: The item must be in its original, pristine condition—unmarked, undamaged, and with all original silk threads intact.
- Packaging: The piece must be returned in its original artisan packaging, including the certificate of authenticity and all protective materials.
- Exclusions: Items showing any signs of environmental exposure (e.g., smoke, moisture, or direct sunlight damage) cannot be accepted.
Custom and Commissioned Pieces
Due to the highly specialized nature of commissioned works and made-to-order screens, these items are considered Final Sale and are not eligible for return or exchange.
We provide detailed photographic and video documentation of your specific piece during the creation process to ensure your complete satisfaction prior to shipment.
Return Process & Shipping
To initiate a return, please contact our Concierge Team at [email protected].
- Return Shipping: For eligible returns, the client is responsible for the cost of fully insured, trackable international return shipping.
- Restocking Fee: A 10% artisan handling and re-inspection fee will be deducted from the final refund amount to cover the specialized labor required to verify the integrity of the silk work.
- Customs & Duties: In the event of a return due to unpaid customs duties, the original shipping cost and any return-related fees incurred by 31 North will be deducted from the refund.
Damaged or Incorrect Items
In the rare event that your artwork arrives damaged during transit, please notify us within 48 hours of delivery.
- Provide high-resolution photographs of the damaged packaging and the artwork itself.
- We will prioritize a professional restoration by the original artisan, a replacement, or a full refund, including all shipping costs.
Refund Timeline
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. Approved refunds will be processed back to your original payment method within 7-10 business days.
Questions About Returns?
Our collector services team is available to assist with any return inquiries. Contact us at [email protected] or visit our Contact page.