Grange Moroccan Inspired Natural and Grey Handwoven Hemp Pouf Ottoman

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Customer Support

What can we help you with?

Need to place an order or have a question?

Call us at +1 (302)437-1780

or if you prefer to text,

Text us at +1 (302)437-1780

Email: info@skylinedecor.com

Available from Monday - Friday 8am - 4pm EST

Skyline Decor LLC
651 N. Broad St, Suite 205
Middletown, DE 19709

Customer service issue:

Send an e-mail to info@skylinedecor.com. To process a service request, you are required to provide the following: account name, order number, details of issue, photos of the product plus photos of the product packaging.

Return period:

We accept returns within 30 days from the date of delivery. This is also a 30-day service period: any reports of damage, defect, missing items/missing parts, incorrect item(s) received, etc. must be sent to info@skylinedecor.com within 30 days from the date of delivery. We do not cover any issues reported to us after this period, nor do we accept returns sent back after this time.

***Mattress return disclaimer: All mattress purchases are non-cancellable, non-exchangeable and non-returnable after being shipped or picked up due to strict health code standards. ***

Customer/client is dissatisfied with their purchase:

All buyer’s remorse returns will be credited the cost of merchandise less than a 30% handling/restocking fee. The return shipping arrangements are the responsibility of the reseller / our wholesale account holder. Both outbound shipping fees and return shipping fees are the responsibility of the reseller / account holder as well. All merchandise must be in its original packaging, unused, and resalable. If an item is returned in poor condition, Skyline Decors reserves the right to increase the handling/restocking fee. To initiate a return, please reach out to info@skylinedecor.com with an RA request.

Item arrived damaged / with parts missing / with a defect:

Shipping Damage (your shipping account - FedEx/UPS/freight): please file a claim with your carrier to recoup shipping damage costs. Then, we'll ask you check with us to purchase replacement parts or a replacement item. Both outbound shipping fees and return shipping fees are the responsibility of the reseller / account holder; Skyline Decors is not responsible for any losses incurred when using your own shipping account. However, please do not ship back an item known to be damaged: Skyline Decors is able to credit only for items received in resalable condition. *If you require photographs of items returned in subpar condition, you must request this in advance. Skyline Decors is not able to retain returned, damaged product after the return inspection has been completed; if a return was damaged, it will be destroyed and disposed of.

Shipping Damage (Skyline Decors shipping account - FedEx): please email photos of the item and its packaging to info@skylinedecor.com. Please clarify which part(s) are damaged. After internal review, we can either 1) offer a partial credit for the item to be kept as-is or, 2) ship replacement parts at no charge. If the issue cannot be resolved with a part nor with a replacement due to lack of availability/lack of a replenishment ETA, a full refund will be issued for the product cost. The return shipping costs, and original outbound shipping costs are not refundable. However, if replacement parts and/or a replacement unit is indeed available, but the customer does not wish to accept parts or a replacement, a request to return the order will result in the case being re-classified as buyer's remorse. For this situation, a 30% return/handling fee will apply, and the customer/account holder is responsible for return shipping arrangements. However, please do not ship back an item known to be damaged: Skyline Decors is only able to offer credit for returns received in resalable condition.

Shipping Damage (Skyline Decors shipping account - freight/LTL): if a freight shipment is damaged upon delivery, you/your customer must notate the damage on the POD (proof of delivery) when signing for and accepting delivery of the shipment. We also recommend you refuse delivery. Please then contact info@skylinedecor.com for further assistance.

Manufacturer Defect or Concealed Damage: please email photos of the item and its packaging to info@skylinedecor.com. Please clarify which part(s) are defective or damaged. After internal review, we can either 1) offer a partial credit for the item to be kept as-is or, 2) ship replacement parts at no charge. If the issue cannot be resolved with a part, we will authorize a complete item replacement. If neither a part nor an item replacement are available at the time of the request AND do not have an inbound replenishment ETA, a full refund will be issued on product cost. Skyline Decors does not cover nor reimburse outbound or return shipping costs. However, if the customer does not wish to accept parts or a replacement item despite these options being available and instead would like to cancel/return their item(s), the case will be re-classified as buyer's remorse; a 30% return/handling fee will apply and the customer/account holder is responsible for return shipping arrangements. Regardless, please do not ship back an item known to be defective without prior discussion with Skyline Decors staff: Skyline Decors is only able to offer credit for returns received in resalable condition.

Missing Parts: please refer to your item assembly guide and email info@skylinedecor.com with details regarding which part(s) are missing. After internal review, we will ship replacement parts at no charge, dependent upon warranty inclusion and parts availability. If the issue cannot be resolved with a part, we will authorize a complete item replacement. If neither a part nor a complete replacement are available at the time of the request AND do not have an inbound replenishment ETA, a full refund will be issued on the product cost. Skyline Decors does not cover nor reimburse outbound or return shipping costs. However, if the customer does not wish to accept parts or a replacement item despite these options being available and instead would like to cancel/return their item(s), the case will be re-classified as buyer's remorse; a 30% return/handling fee will apply and the customer/account holder is responsible for return shipping arrangements. Regardless, please do not ship back an item known to be incomplete without prior discussion with Skyline Decors staff: Skyline Decors is only able to offer credit for returns received in complete, resalable condition.

Missing Order (FedEx or UPS): please email info@skylinedecor.com. If an order has shipped but it hasn't been delivered, the organization responsible for the shipping account the order was shipped under should file a claim with the shipping carrier. If shipped under Skyline Decors's shipping account, our team will assist with shipping a no-cost replacement and our team will file a claim with the carrier. If shipped under our account holder's shipping account, our team will assist in checking the cost of the lost/undelivered carton so that a replacement can be purchased (cost recouped via a claim being filed with your carrier).

Missing order (freight/LTL): please email info@skylinedecor.com. We will then check freight tracking details and reach out to the carrier for more information. If the carrier advises that the shipment is lost, a claim must be filed and a similar process to the missing order (FedEx/UPS) will be followed.

All types of claims MUST be made within 30 days of the original delivery date.

Q: I used my own FedEx or UPS account to ship my order(s), but the FedEx / UPS bill was more than expected based on the shipping data (dimensions, weights) Skyline Decors has provided. Will you credit me for this?

You may submit these concerns to us by emailing info@skylinedecor.com but must include the carrier's measurement information.

We will review our database and, if needed, perform an internal audit of the dimensions and weight(s). If Skyline Decors can confirm a significant difference in dimensions provided vs. dimensions measured, a partial shipping credit associated with this difference can be discussed but is not guaranteed.

However, Skyline Decors is not liable for measurement discrepancies within 1-3". These discrepancies are often associated with bulging that may occur during shipping and handling by the carrier. Minor (1-3") differences in length, width, and/or height may be present for other reasons such as minor measuring tape placement discrepancies or slippage, corrugated cardboard cutting process margins of error, mathematical rounding of figures, and similar reasons. If you are concerned about 1-3" measurement discrepancies when it comes to your billing with FedEx or UPS, we recommend adding a buffer to the dimensions on your end to accommodate for this possibility. In addition, Skyline Decors does not guarantee that FedEx or UPS equipment/laser measuring systems will always match exactly with our internal recorded dimension database.

If your measurement discrepancy is greater than 3", please reach out to us within 60 days of delivery of your shipment for assistance. If a partial credit for the difference is offered, you are required to provide your original FedEx or UPS invoice.

I received the wrong item. What now?

If you receive the wrong item, notify us immediately (but no later than 30 days after delivery) via email with photo evidence to info@skylinedecor.com. Please include photos of the packaging, especially the markings/item details that are printed on the carton itself. Please provide your Skyline Decors order number in the subject of the email. After evaluation, we will provide a resolution. If you decide that you do not want the correct item, you will be entitled to a full refund on the item once returned unless the item returns damaged. There will be a 30% restocking fee in the case that an incorrect item is returned in a damaged condition. The associated shipping fees are non-refundable.

However, Skyline Decors reserves the right to correct typographical or photographic errors at any time.  This may involve a small margin of error in product dimensions, product features, finish colors, and other similar product specifications.

Natural raw materials used for construction of our furnishings will have variations in areas such as (but not limited to) color, pattern, grain and texture. This includes substances such as wood and leather. These variations may appear in different surfaces of a single item, an area of a product when compared with that same area on an identical product, or on differing surfaces of different pieces of a matching set.