Return & Exchange Policy

Thank you for shopping at The Panache. We strive to provide the best products and customer service. Please read our return policy carefully to understand our terms regarding returns.

At The Panache, we are committed to ensuring your satisfaction with our high-quality products and excellent service. If you receive a damaged or defective item, we are dedicated to resolving the issue promptly. Please review our policy for returns and exchanges of damaged, missing, or defective items below:

Product Disclaimer

Due to the handmade nature of our products, slight variations in color and craftsmanship are expected. These variations add to the uniqueness and charm of each item. While we strive for consistency, no two products will be exactly alike.

We take meticulous care in packing and delivering your orders via USPS. However, because of the intricate and delicate nature of our handmade items, minor blemishes or loose threads may occur during shipping and handling. Most of these issues can be resolved with simple glue.

Providing Evidence

To ensure fair handling of return claims for damaged items, we request that you record a brief video or take detailed pictures while unpacking your order. This serves as proof of the package's condition upon arrival. Please follow these steps:

  1. Start recording before opening the package.
  2. Clearly show the unopened box with our label.
  3. Record the unpacking process, focusing on any visible damage to the packaging or items.

Evaluation Process

Our customer service team will review the evidence you provide and assess the extent of the damage or defect. Additional information may be requested if necessary.

Resolution Options

To be eligible for a return, your item must be unused and in the same condition as received. A restocking fee of 25% applies to all returns. Depending on the damage or defect, we offer the following options:

  1. Replacement: If the item is available, we will replace it at no extra cost to you and ship it as soon as possible.
  2. Store Credit: If preferred, we can issue store credit for future purchases on our website.

UPS/USPS Misplacement

If your order is misplaced or lost by UPS during transit, please note that UPS is responsible for such issues. We are not liable for packages that are misplaced or lost once they are in UPS's possession.

Reporting Damaged or Defective Items

Please report any issues within 2 days of receiving your order. Contact our customer service team via email at info@thepanache.store (Monday - Friday, 10 am - 5 pm EST).

Incorrect Items Received

If you receive the wrong item, color, or size, report it within 2 days of delivery. We may require video/photos and/or the return of the original item. If the original item is not returned to our Returns Center, we reserve the right to reverse the refund or charge for a replacement unit.

Non-Returnable Items

  • Clearance items
  • Gift cards
  • Seasonal decor items (e.g., garlands, diyas) unless damaged

Return Shipping Fees

  • We will provide a return shipping label and instructions for returning your package.
  • Items sent back without a return request will not be accepted.
  • If the return is at the customer’s discretion, the customer bears the shipping cost.
  • If the return is due to our error, we cover the return shipping fees.

Processing Time for Store Credit/Replacement

  • Store credits are processed within 5-7 days of receiving your item(s) at our Return Center.
  • Replacements take 7-10 days.

Shipping Address for Returns/Exchanges

The Panache
22448 Snow Powder Ter,

Ashburn, V.A (20148)

Additional Points

  • Order Confirmation: After placing your order, you will receive an email confirmation. Please review it to ensure all details are correct. Contact us immediately if there are any discrepancies.
  • Tracking Information: Once your order is shipped, you will receive an email with tracking information. Use this to monitor your package's progress.
  • Customer Support: For any queries or assistance, our customer support team is available via email and phone during business hours.
  • Payment Security: We ensure all transactions are secure and encrypted for your protection. We do not store your payment information.