Why do returns have restocking fees?
It's not pleasant, but unfortunately it's necessary. While some companies in our industry adopt an "all sales are final" approach, we try to strike a balance that is less punitive by allowing returns, but with a restocking fee. We hope that the points below can help explain why this fee is implemented.
-We aren't a retail type store with boxes of pre-made products. Think of a clothing retailer. They get bulk items, already made, in a few different sizes (small, medium, and large) & a few different colors (red, white, and blue). When an item is returned, it is simply placed back on the appropriate clothing rack. We differ from that model because our table linens are made-to-order here in the United States, and have tens of thousands of fabric / color / size combinations that can be purchased. When we receive a return it can sit in a box on a shelf for months or even years before another customer just happens to want that exact fabric + exact size + exact color. Most often, returned items end up being donated if they have not been resold (even on Clearance) after a prolonged period of time.
-Our returns require a fair amount of labor. When a return is received, it has to be unpacked and thoroughly inspected to ensure that the condition is in perfect order for resale, and that the amount of pieces is correct (for clips and small parts, this especially can be very time consuming). The merchandise then has to be repackaged, entered into a database system, and restocked on a shelf.
-We don't get reimbursed for free shipping or packaging. For customers who received free shipping, remember that it wasn't free for us (we wish!). We still pay the carrier's bill each month, regardless if an order was returned. Likewise, the box company, tape company, and packaging material company doesn't credit our account for materials used in packing the order that cannot be reused.
-Restocking fees are not a profit center for us. We don't make money on restocking fees. In fact, even with the fee we still have some degree of loss on the overall order. The fee is simply to help us recoup a portion of the expenses incurred for inspecting, repacking, and restocking the returned merchandise.
-Remember that we try to do everything possible to help our customers avoid a need for returns. Free swatch samples are available upon request -- we even pay the postage for the samples. We also sell our clips by the piece if you would like to try one before buying a larger quantity. Our customer service representatives can give you sizing advice before you place your order. Let us know how we can help, because we don't want you to have to pay for a return restocking fee.
Need Help? Call: 770.442.8777 M-F: 9AM-5PM EASTERN
