Last updated: October 02, 2025 · Scope: Furniture only · Currency: USD Regions covered: United States, United Kingdom, France, Germany, Australia, Spain, Canada, Italy, Belgium, Portugal Zeltoape designs and builds solid-wood furniture and accepts returns from all regions listed above. This page sets out how Zeltoape handles problems and how returns, exchanges, and refunds work for furniture purchases. All amounts are in USD. You won’t owe anything after checkout — prepaid return labels or pickups and any import tax (VAT/GST), duties, and customs handling are paid by Zeltoape where eligible (no extra customs fees on return shipments).
Quick summary
Return window: 30 days from delivery — contact support first and include your order number. Costs: For eligible cases, Zeltoape provides a prepaid label or books a pickup. For international returns using Zeltoape’s documents, VAT/GST and duties are covered. No return fee on eligible items. Refund timing: Within 7 business days after the item arrives and passes review, paid in USD to the original payment method (store credit available on request). Proof of purchase: Order number or the email/phone used at checkout. Support speed: Reply within 1–2 business days (Mon–Fri, EST). Eligibility rules (furniture)
Items must come back new, unused, unassembled, and unmodified so heavier wood parts stay safe in transit. Marks, dents, stains, odors, pet hair, added holes, refinishing, or installed/leveled bases make preference returns ineligible. Please include the original protection (foam, corner guards, hardware packs, manuals, tools). If anything is missing, repack to equal or stronger protection. Furniture that has been assembled, installed, glued, or altered can be returned only when Zeltoape confirms a manufacturing issue or verified carrier damage. Intended use is indoor residential/studio. Some larger pieces may need pallet pickup or a lift-equipped truck; Zeltoape explains the steps during scheduling. Returns must start from the covered regions listed above.
Natural wood characteristics
Solid wood naturally varies. Grain, color, and small knots are normal traits and not defects.
If something is wrong (damage, defect, or wrong item)
If an item arrives damaged, has a build fault, or doesn’t match the model, size, or finish ordered, Zeltoape will make it right. Return shipping is covered (label or scheduled pickup). Zeltoape sends a replacement—subject to stock and timing—or issues a full refund in USD. Any outbound shipping paid for that item is also refunded. For minor cosmetic issues, replacement parts or a touch-up kit may be the fastest fix. For international returns using Zeltoape’s label and papers, VAT/GST, duties, and customs handling are paid by Zeltoape.
Change of mind (space, size, or finish preference)
You may request a preference return within 30 days if the item is unused and properly packed. Zeltoape pays the return freight, so you won’t be asked for extra payment. After review confirms all parts and like-new condition, Zeltoape refunds the product price in USD. Original outbound shipping isn’t refunded for preference returns. Any exchange price difference is settled in USD when the exchange is processed.
Items that cannot be returned
Gift cards, final-sale/clearance items, and custom or made-to-order furniture (non-standard sizes, unique edges, special stains/finishes, inlays/carvings, non-standard bases) cannot be returned unless defective or damaged at delivery. Furniture that has been used, assembled, installed, modified, or refinished is not eligible. If your order included a bundle or free gift, all items must be returned; otherwise Zeltoape may deduct the prorated value of missing pieces from the refund.
How to start a return
Email: [email protected] or use the site contact form within 30 days of delivery, and include your order number with a short note. If the issue is damage or a defect, contact within 72 hours and attach clear photos or a brief video of the outer carton, inner packing, and affected areas; keep all packaging until you receive next steps. Zeltoape replies within 1–2 business days. If eligible, Zeltoape issues a prepaid parcel label or schedules a freight pickup and shares simple packing directions. Return address: Zeltoape Returns Department, 19613 Temple Ave, South Chesterfield, VA 23834. Label/pickup expiry: 10 calendar days — please ship or be available within that window. After the first carrier scan, transit risk transfers to Zeltoape. Include the Zeltoape Return Authorization that comes with your label; shipments without authorization may be delayed.
Packing guidance (furniture)
Secure tops, legs, and bases so nothing moves in the box or crate. Reuse the original foam and corner guards when possible. Bag all hardware and tools and fix the bag inside the package. If the original box is missing, use a new strong carton or a pallet crate with thick padding on all sides and tape every seam firmly. For freight returns, Zeltoape confirms pallet needs and provides the required papers.
Inspection checklist
Reviewers confirm the model, size, and finish; check all components and hardware; ensure no signs of use or changes; and verify the packing is strong enough to prevent new damage in transit. If parts are missing or protection is inadequate and damage occurs, Zeltoape may reduce the refund to cover repair or replacement, or—if you prefer—return the item to you. No new fees are charged; Zeltoape arranges and pays the needed logistics.
Refund timing and method
After the return arrives and passes inspection, Zeltoape issues the refund within 7 business days to the original payment method in USD (major cards or PayPal). Store credit is available on request. Banks and card issuers may take up to 7 additional business days to post funds. Any currency conversion is handled by your bank or card provider.
Exchanges
Requests for a different size or finish are accepted for 30 days when stock allows. For preference exchanges, Zeltoape covers shipping for both the return and the replacement. For issue-based exchanges (damage, defect, or wrong item), shipping is also covered. Replacements ship after the original item is received and inspected; no cross-shipping.
Refused deliveries and undeliverable shipments
If a delivery is refused without prior notice and the carrier reports no damage, Zeltoape still coordinates the return and covers carrier charges. Zeltoape can reschedule at no cost or issue a refund as described above once the item is back and inspected. If refusal is due to visible carrier damage noted with the driver, Zeltoape handles the claim and no re-delivery fees apply.
Taxes, duties, and customs on returns (international)
For eligible returns from the covered regions, Zeltoape prepares the re-import papers and pays VAT/GST, duties, and customs handling — as long as you use Zeltoape’s label and instructions. If you choose an unapproved courier, responsibility for customs charges and any loss or damage shifts to the sender and processing may take longer.
Processing and shipping times (reference)
Most furniture orders prepare to ship in 1–2 business days (Mon–Fri; U.S. public holidays excluded). For typical travel times and delivery behavior, see Zeltoape’s Shipping Policy.
Additional notices for regional compliance
EU/UK consumer rights: Nothing here limits your statutory rights (including cooling-off where applicable). If local law offers stronger protection, Zeltoape will honor it. Payment & currency: All refunds and exchanges are calculated and paid in USD. Any currency conversion shown by your bank or card is set by that provider. Contact details: [email protected] · Zeltoape Returns Department, 19613 Temple Ave, South Chesterfield, VA 23834. Business hours: Mon–Fri (EST).
Need assistance?
Zeltoape responds within 1–2 business days (Mon–Fri, EST). For faster help, include your order number, delivery address, and photos or a short video when reporting damage or defects.
Address: 1590 Hudson Bridge Rd, Stockbridge, GA 30281
Phone:+1 (770) 375-6134
Email:[email protected]
Support Time:Mon–Sun: 8:00 AM-5:00 PM EST