Refund policy

Returns, Refunds & Cancellations

We want you to be happy with your purchase. Most eligible merchandise may be returned within 30 days of delivery, subject to the conditions below.

Some products—including items in our Sale collection, wallpaper, Special Orders and custom merchandise—are Final Sale or otherwise not returnable. Please review any product-specific return information before placing your order.

Returns at a Glance

Most Standard Merchandise

Eligible standard merchandise may be returned within 30 calendar days of confirmed delivery if it is unused, unassembled, uninstalled and in its original condition with all original packaging and materials.

Once a return is approved and return instructions or a return label are provided, the return must be shipped within 10 calendar days.

How to Start a Return

Select My Account at the top of our website.

On a phone or tablet, open the Menu and select My Account.

Then:

Enter the email address used for your order.
Shopify will send a one-time six-digit code to that email.
Enter the code to access your account.
Select your order and submit your return request.

No password is required.

If you use Shop or Shop Pay, you may also see an option to Continue with Shop.

Not Sure Which Email Address You Used?

If you are not sure which email address is connected to your order, please email info@vertigohome.us with your order number. We can confirm the email address associated with your order and help you start your return.

If you have difficulty using the online return system, please contact us. We are happy to help.

Please do not ship merchandise back until your return has been approved and you have received return instructions from Vertigo Home. Returns are not accepted in person at our retail location or other Vertigo Home physical addresses. Please do not bring website returns to the store.

Important Return & Cancellation Exceptions

Items in the Vertigo Home Sale collection are Final Sale.
Wallpaper and wallpaper samples are Final Sale.
Special Order, custom and made-to-order merchandise may not be returnable or cancellable once processing has begun.
IZIPIZI eyewear must be unworn with the original lens sticker attached.
Certain manufacturers have their own return restrictions or restocking fees.
Higher-value approved returns may be subject to a restocking fee.
Return shipping and applicable original outbound shipping costs are generally the customer’s responsibility for customer-initiated returns.
Damaged, defective or incorrect merchandise should be reported promptly.
Need to cancel an order? Please contact us immediately. If the order has not entered processing or fulfillment, we will make reasonable efforts to accommodate your request. Once processing has begun, cancellation may no longer be possible. Special Orders, wallpaper, custom merchandise and Final Sale items have additional cancellation restrictions.

Please continue below for complete return, refund and cancellation requirements and product-specific conditions.

Standard Returns

Vertigo Home accepts return requests for eligible standard merchandise within 30 calendar days of confirmed delivery. Return requests submitted after the 30-day period may be accepted solely at Vertigo Home’s discretion. If a late return request is accepted, a 20% restocking fee may apply and the refund may be issued as store credit rather than to the original form of payment, subject to any applicable manufacturer-specific or higher restocking fee.

Returned merchandise must be:

Unused
Unassembled
Uninstalled
In its original condition
Complete with all original packaging, tags, labels, stickers, instructions, accessories and inserts

All returns require prior authorization from Vertigo Home.

Once your return is approved, we will provide the correct return destination and any applicable shipping instructions.

Approved Return Shipping Deadline
Once a return has been approved and Vertigo Home has provided the return shipping label or return instructions, the merchandise must be shipped within 10 calendar days. The carrier acceptance or origin scan will be used to determine the shipment date.

If an approved return is not shipped within this 10-day period, the return authorization may expire. Returns shipped after the deadline will be accepted only at Vertigo Home’s discretion. If a late return is accepted, it may be subject to a 20% restocking fee and may be issued as store credit rather than refunded to the original form of payment. Any applicable manufacturer-specific or higher restocking fee will control, and restocking fees will not be stacked.

If you need additional time, please contact Vertigo Home before the 10-day return period expires.

Because our products may ship from Vertigo Home, a manufacturer or another fulfillment location, please do not return merchandise to the address from which it originally shipped unless we specifically instruct you to do so.

Returns are not accepted in person at our retail location or other Vertigo Home physical addresses unless Vertigo Home specifically authorizes an in-person return in writing. Please do not bring website returns to the store.

Merchandise returned without authorization or sent to an incorrect location may be refused, delayed, lost or subject to additional shipping and processing costs.

Returns requested after the 30-day return period may be accepted solely at Vertigo Home’s discretion. If accepted, a 20% restocking fee may apply and the refund may be issued as store credit.

Return Shipping

For most eligible IZIPIZI eyewear returns, Vertigo Home can provide a prepaid return shipping label starting at $8.95.

The return-shipping cost may vary depending on the size, weight and quantity of merchandise being returned and will be deducted from the customer’s refund.

For most other merchandise, the customer is responsible for arranging and paying for return shipping to the return destination provided by Vertigo Home.

If requested, Vertigo Home may be able to obtain a return-shipping quote using one of our carriers. The quoted cost remains the customer’s responsibility and may be deducted from the refund or collected separately.

Oversized, fragile, freight, manufacturer-direct and other specialty merchandise may require specific carriers, packing requirements or return arrangements.

Customers are responsible for returned merchandise until it is received at the authorized return destination. We strongly recommend using a trackable shipping service and adequate insurance for the value of the merchandise.

Original Shipping Costs

For customer-initiated returns, original shipping and delivery costs are non-refundable.

If an order qualified for free or promotional shipping, the actual outbound shipping cost incurred by Vertigo Home to ship the returned merchandise will be deducted from the refund.

For a partial return, any deduction will be limited to the actual shipping cost reasonably attributable to the merchandise being returned.

Applicable manufacturer, carrier, freight, warehouse or handling charges associated with the return may also be deducted where appropriate.

These deductions do not apply to approved returns resulting from damaged, defective or incorrect merchandise, an error by Vertigo Home, or where otherwise required by applicable law.

Restocking Fees & Higher-Value Returns

Higher-value returns require additional processing, inspection and handling and may involve non-refundable transaction costs.

For approved customer-initiated returns:

Merchandise valued at more than $500 and up to $1,000 is subject to a 15% restocking fee.
Merchandise valued at more than $1,000 is subject to a 20% restocking fee.

Applicable return shipping and actual outbound shipping costs may also be deducted as described in this policy.

Restocking fees do not stack. If more than one Vertigo Home restocking rule applies, only the highest applicable restocking fee will be charged.

Manufacturer-specific restocking fees may apply. For Vitra and Artek, approved eligible returns are subject to a 25% restocking fee, which replaces rather than adds to any other Vertigo Home restocking fee.

Sale & Final Sale Merchandise

Items included in the Vertigo Home Sale collection are Final Sale and are not eligible for return, exchange or refund for change of mind.

Products offered at a temporary promotional price as part of a manufacturer-sponsored or limited-time brand promotion are not automatically considered Final Sale.

A promotional item may still be non-returnable if the individual product is identified as Final Sale, Special Order or otherwise non-returnable, or if a manufacturer-specific restriction applies.

Any return restrictions shown on the individual product page continue to apply regardless of promotional pricing.

Final Sale status does not prevent a customer from contacting us about merchandise that arrives damaged, defective or incorrect.

IZIPIZI Eyewear Returns

Eligible IZIPIZI eyewear may be returned within 30 calendar days of confirmed delivery if it remains new, unworn and resalable.

To qualify:

The glasses must not have been worn or used.
The original lens sticker must remain attached and may not have been removed and reapplied.
The lenses, frames and temples must show no signs of wear, scratching, alteration or use.
The lenses must not have been removed from the frame.
All original packaging, felt case, tags, labels and inserts must also be included.

Eyewear that does not meet these conditions is not eligible for return.

If an IZIPIZI return does not meet these requirements, it may be rejected. The customer is responsible for the cost of having the merchandise shipped back to them.

Unclaimed rejected merchandise will be handled in accordance with the Returned Merchandise That Does Not Meet Our Requirements section below.

IZIPIZI Exchanges

Vertigo Home does not offer exchanges on IZIPIZI eyewear.

If you would like a different frame, color or magnification, please place a new order for the desired item and submit the original eligible purchase separately for return.

IZIPIZI Warranty Issues

A warranty claim is different from a return.

If you are experiencing a defect or product issue with your IZIPIZI glasses, please review our IZIPIZI Warranty & Product Issues page:

https://www.vertigohome.us/pages/izipizi-warranty

Non-Returnable & Special Order Merchandise

The following merchandise is not eligible for a standard return:

Merchandise in the Vertigo Home Sale collection
Special Order merchandise
Custom or made-to-order products
Cut fabrics
Upholstery and customized upholstery
Wallpaper
Wallpaper samples
Products specifically identified as Final Sale
Products subject to manufacturer-specific non-returnable restrictions

Special Order status and applicable restrictions will be identified on the product page where appropriate.

Special Orders are procured, produced or imported specifically for the customer. Once an order has been submitted to the manufacturer or vendor, cancellation or modification may no longer be possible.

If a cancellation or modification can be accommodated after processing has begun, applicable non-recoverable manufacturer, processing, restocking, freight, shipping or cancellation charges may apply.

Please review our Special Order Policy before ordering Special Order or made-to-order merchandise.

Wallpaper

Wallpaper rolls and wallpaper samples are Final Sale and cannot be returned or cancelled once the order has been processed.

Customers are responsible for confirming:

Measurements
Quantity required
Roll dimensions and coverage
Pattern repeat
Color and material suitability
Installation requirements

Whenever samples are available, we strongly recommend ordering a sample before purchasing wallpaper rolls when color, texture or material appearance is important.

Wallpaper must be inspected before cutting or installation.

Any visible manufacturing defect, printing defect, incorrect colorway or incorrect merchandise should be reported to Vertigo Home before the wallpaper is cut or installed.

Vertigo Home cannot accept responsibility for measurement or quantity errors, installation errors, site conditions, changes of preference, damage caused during installation, or claims first reported after wallpaper has been cut or installed, except where required by applicable law or manufacturer warranty.

Special Order Lead Times & Delays

Lead times and estimated delivery dates shown on product pages or provided by Vertigo Home are estimates.

Production and delivery may be affected by manufacturer schedules, component availability, international freight, customs, port congestion, weather, carrier delays and other circumstances outside Vertigo Home’s control.

We will make reasonable efforts to communicate material updates when they are provided to us.

A change in an estimated lead time does not automatically make a Special Order cancellable once manufacturer processing or production has begun.

Vertigo Home will comply with cancellation or refund rights required by applicable law.

Order Cancellations & Changes

Please contact Vertigo Home immediately if you need to change or cancel an order.

If an order has not yet entered fulfillment, been submitted to a vendor, packed or shipped, we will make reasonable efforts to accommodate your request.

Once processing has begun, cancellation or modification may no longer be possible.

If we are able to accommodate a cancellation after processing has begun, applicable non-recoverable manufacturer, processing, restocking, shipping or other charges may be deducted from the refund.

Special Orders, wallpaper, custom merchandise and Final Sale merchandise remain subject to their specific restrictions.

Refused, Unclaimed & Undeliverable Shipments

Customers are responsible for providing an accurate and deliverable shipping address and for accepting delivery of their order.

Please do not refuse a shipment or instruct a carrier to return it to sender without first contacting Vertigo Home.

Refused, unclaimed or undeliverable shipments may result in charges including:

Original outbound shipping
Return freight
Carrier charges
Storage charges
Manufacturer or warehouse fees
Applicable restocking or processing fees

If merchandise is returned to an authorized location and remains eligible for a refund, applicable costs may be deducted from the refund.

If a refused or abandoned shipment cannot be located or is not returned to an authorized location, we may be unable to issue a refund.

Returned Merchandise That Does Not Meet Our Requirements

All returned merchandise is inspected after receipt.

If merchandise is used, worn, assembled, installed, damaged, altered, incomplete, or missing required original packaging or materials, Vertigo Home may reject the return or reduce the refund to account for loss of value, where permitted by applicable law.

If a return is rejected, the customer is responsible for the cost of having the merchandise shipped back to them.

Vertigo Home will contact the customer using the contact information associated with the order and provide instructions for arranging return shipment.

The customer must respond and arrange payment for return shipping within 30 days of our notice.

If the merchandise remains unclaimed after 30 days, Vertigo Home is not responsible for storing it indefinitely. Unclaimed merchandise may be donated, recycled or otherwise disposed of as permitted by applicable law.

Refund Processing

Please allow up to 10 business days after an approved return has been received and inspected for Vertigo Home to process the refund.

Your bank or credit-card provider may require additional time to post the credit to your account.

Applicable restocking fees, original shipping, return shipping, manufacturer charges and other non-refundable costs will be deducted where permitted under this policy.

Damaged, Defective or Incorrect Merchandise

Please inspect your order promptly after delivery.

If merchandise arrives damaged, defective, incorrect or with missing parts, please contact Vertigo Home as soon as possible.

Claims should generally be reported within 3 business days of delivery so we can preserve carrier and manufacturer claim rights.

For freight, Special Order and other vendor-sensitive shipments, we strongly recommend reporting any issue within 48 hours.

Please provide:

Your order number
A description of the problem
Clear photographs of the merchandise
Photographs of the packaging and shipping carton
Photographs of shipping labels when requested

Please keep the merchandise, carton, packaging and packing materials until we confirm they are no longer needed.

Depending on the circumstances and applicable manufacturer warranty, an approved claim may be resolved through replacement parts, repair, manufacturer warranty service, replacement of the same item, store credit or refund.

The appropriate solution will depend on the nature of the issue, product availability, manufacturer or carrier requirements and applicable law.

Freight Deliveries

Please inspect freight shipments carefully at delivery.

If there is visible damage:

Note the damage clearly on the carrier’s delivery receipt before signing.
Take photographs of the merchandise and packaging.
Contact Vertigo Home immediately.

If you cannot fully inspect the merchandise at delivery, note “Damage / Further Inspection Pending” or similar wording on the delivery receipt when permitted by the carrier.

Failure to note visible damage at delivery may affect our ability to file a successful freight claim.

Concealed damage should be reported immediately after discovery and within the applicable carrier or manufacturer deadline.

Wallpaper Damage or Defects

Wallpaper must be inspected before cutting or installation.

Manufacturing defects, printing issues, incorrect colorways or incorrect merchandise should be reported before installation begins.

Please retain all packaging, labels and roll information until the wallpaper has been inspected and approved for installation.

Claims first reported after wallpaper has been cut or installed may not be eligible for replacement or refund except where required by applicable law or manufacturer warranty.