FAQ

Frequently asked questions

How long does shipping take?

Most items ship within 1 to 3 business days of your order, and every item ships within 5 business days unless its product page says otherwise. Handmade and made-to-order pieces list their lead time on the product page. Delivery times after shipping depend on the brand, the carrier, and your location. See our shipping policy.

Will I get tracking information?

Yes. When your order ships, you will receive a shipping confirmation email with a tracking number. If your order includes items from more than one brand, you will receive a separate email for each shipment, and the items may arrive on different days.

How are large items delivered?

Large and heavy items often ship by freight or specialty carrier, and the carrier may contact you to schedule delivery. The delivery service level, such as curbside or room of choice, varies by brand and item and is noted on the product page or confirmed by email after you order. Please make sure someone is available to receive the delivery and that the path into your home is clear.

What is your return policy?

Many of our pieces ship directly from the maker or brand that produces them, so returns are handled through that brand. Email greenowlcollective@outlook.com within 14 days of delivery with your order number, the item, and the reason. We will confirm eligibility with the brand and send you return instructions. Please do not send anything back before you hear from us. See our full return policy.

Who pays for return shipping?

Return shipping, pickup arrangements, and any restocking fee depend on the brand and the item, and large furniture can cost more to return. We will tell you the costs before you send anything back. Unless the item arrived damaged, defective, or incorrect, return shipping is the customer's responsibility.

Which items may be final sale?

Made-to-order, custom, and one-of-a-kind original artwork may not be returnable unless the item arrives damaged or defective, or the product page says otherwise. Gift cards cannot be returned. If you are unsure about a specific item, please ask us before you order.

When will I receive my refund?

Once the brand has received and inspected your return, we will let you know whether the refund is approved. If approved, it goes back to your original payment method, usually within 10 business days, although your bank or card company may need additional time to post it.

Can I exchange an item?

The fastest way to get what you want is to return the item you have and, once the return is accepted, place a separate order for the new item.

What if my order arrives damaged or is the wrong item?

Please inspect your order when it arrives and note any visible damage on the carrier's delivery receipt. Email us at greenowlcollective@outlook.com as soon as possible, and within 48 hours of delivery if you can, with your order number and photos of the item and the packaging. We will work with the brand to repair, replace, or refund it.

Can I change or cancel my order?

Please email us as soon as possible with your order number. We can cancel an order only if it has not yet shipped from the brand, but we will do what we can.

Are your original paintings really one of a kind?

Yes. Each original painting and mixed media work is a single piece, so once it sells it is gone. Where the artist provides a certificate of authenticity, we note it on the product page. Some artists also offer custom framing on request, which is noted on those listings.

Why does the color look different from the photo?

Screens display color differently, so a color may look slightly different in person. Handmade and natural-material pieces, such as ceramics, rattan, and wood, also vary slightly in color, size, and shape, and that variation is part of their character.