Refund and Returns Policy

Last updated: September 02, 2025

Stixygap designs and builds solid-wood furniture and stands behind every piece. If something isn’t right, this page explains—in simple, clear terms—how Stixygap will fix the problem. This policy applies to orders shipped to the United States, United Kingdom, France, Germany, Australia, Spain, Canada, Italy, Belgium, and Portugal. In addition to furniture, Stixygap also offers fashion items; notes specific to apparel appear throughout this policy.

Policy Overview

You can request a return within 30 days of delivery.
If the issue is Stixygap’s fault—for example carrier damage, a manufacturing defect, or the wrong item—Stixygap pays for return shipping and sends a prepaid label or books a pickup.
For change-of-mind returns (size, color, style, fit), you pay return shipping.

After the item comes back and passes inspection, Stixygap issues the refund within 7 business days to your original payment method. For eligible international returns in the countries listed above, no re-import fees are charged.

Apparel note: Size-related returns are welcome within 30 days if apparel is unworn, unwashed, with all original tags/labels attached and returned in the original polybag or box.

General Conditions for Returns (what must be true)

Furniture: The item must be new, unused, unassembled, and unmodified. Signs of use—scratches, dents, stains, odors, pet hair, drilled holes, touch-ups, or refinishing—make the item ineligible for a change-of-mind return. Keep all original packaging: foam inserts, corner guards, hardware packs, tools, manuals, and accessories. If anything is missing, repack with equal protection so the item is safe on the trip back. Items that are fully assembled, installed, glued, or have bases attached/leveled are not returnable unless Stixygap confirms a defect or transit damage. Stixygap furniture is made for indoor residential or studio use. For large items, a pallet pickup or liftgate may be required—Stixygap will confirm instructions. Do not tape parts directly to finished wood; always use foam or thick padding.

Apparel & small goods: Apparel must be unworn, unwashed, unaltered, with hygiene liners (if any) intact, and all tags, dust bags, and accessories included. Shoes must be tried on indoors only and returned in the original shoe box placed inside a protective outer carton. For hygiene reasons, underwear, swimwear, and pierced jewelry (e.g., earrings) are not returnable if seals/tags are removed or packaging is opened, unless the item is defective.

Natural wood note: Solid wood varies in grain, color, and small knots. These natural differences are not defects and do not qualify as damage or mis-made items.

These rules apply in all covered countries listed above.

When Stixygap Is Responsible (damage, defect, or wrong item)

If your piece arrives damaged, has a manufacturing defect, or doesn’t match the model, size, or finish ordered, Stixygap will make it right.

• Transit examples: crushed corners, cracked top, chipped finish.

• Manufacturing examples: parts don’t align, top doesn’t sit flat, unstable base, hardware won’t seat.

• Apparel examples: stitching defects, broken zipper, wrong size/color sent.

In these cases, return shipping is free, and Stixygap arranges a pickup where available in all covered countries. You can choose a replacement (subject to stock and lead time) or a full refund. If a shipping fee was paid at checkout, that fee is also refunded.

For minor issues, Stixygap can often resolve faster by sending a replacement part, a touch-up kit (for furniture), or a replacement garment (for apparel) instead of returning the entire item. Stixygap will offer the quickest option.

Returns at Customer Request (change of mind)

If the piece doesn’t suit your space, finish, or fit, you may request a return within 30 days as long as it is unused and in the original packaging.

• You pay the return freight, and that freight cost is not refundable.

• After inspection confirms the item is complete and in new condition, Stixygap refunds the product price.

• Any original outbound shipping you paid is not refunded for change-of-mind returns.

Apparel note: For size exchanges, see Exchanges below. Items returned with removed tags, signs of wear, odors, or makeup/deodorant marks will not pass inspection and may be returned to you.

Items That Cannot Be Returned

• Gift cards (digital or physical).

• Final-sale or clearance items.

• Any item that is used, assembled, installed, modified, or refinished.

• Custom or made-to-order furniture—including non-standard sizes, special edges, custom stains/finishes, inlays/carvings, or non-standard base specs—unless the item arrives damaged or defective.

• Hygiene-sensitive apparel once opened or tried on (for example, underwear, swimwear, and pierced jewelry) unless defective.

How to Start a Return (step-by-step, no jargon)

1. Contact Stixygap within 30 days of delivery. Email [email protected] or use the Contact form. Include the order number and a short note describing the problem or reason for return.

2. If the issue is damage or defect, contact Stixygap within 72 hours of delivery and attach clear photos or a short video of the outside box, the inner packing, and the affected areas. For apparel defects, include photos of the specific defect and the attached tags.

3. Stixygap will reply within 1–2 business days with next steps. If the issue is covered by Stixygap, the reply will include a prepaid label (for parcel-size items and apparel) or Stixygap will book a freight pickup (for large items), plus packing instructions.

4. Return address: Stixygap Returns Department, 7924 Gtwy Blvd E El Paso, TX 79915.

Packing for a safe return (furniture): Place tops and bases so they cannot move inside the box; use original foam and corner guards when possible; bag all hardware and tools and secure the bag so it doesn’t shift. If the original carton is missing, use a new heavy-duty box or a pallet crate with thick padding on every side, then seal all edges with strong packing tape. For freight items, Stixygap will confirm if a pallet is required.

Packing for a safe return (apparel): Place garments back into the original polybag or dust bag, fold neatly, and return all accessories/tags. Put boxes (e.g., shoe boxes) inside a protective outer carton. Do not ship shoes or garments in their display packaging alone.

Refund Timing and Method (what to expect)

Once the return arrives and passes inspection, Stixygap processes the refund within 7 business days to the original payment method (USD; major cards and PayPal). If store credit is preferred, tell Stixygap when starting the return. Your bank or card issuer may need up to 7 more business days to post funds.

During inspection Stixygap checks for the correct model/size/finish, that all parts and hardware (for furniture) or tags and accessories (for apparel) are present, that there are no signs of use or modification, and that protective packing was adequate so no new damage happened in transit. If parts are missing or packing was insufficient and the item is damaged on the way back, Stixygap may reduce the refund to cover repairs or replacement.

Exchanges (another simple option)

If a different size or finish is needed, request an exchange within the 30-day window. Exchanges follow the same rules as returns: if it’s a change of mind, you cover return freight; if Stixygap is at fault, Stixygap covers it.

• Furniture exchanges ship once the original is received and passes inspection.

• Apparel exchanges depend on stock availability; to receive the new size/color sooner, place a new order, and Stixygap will refund the first order after its return clears.

Restocking Fees

No restocking fee. If the return meets this policy and passes inspection, Stixygap returns the full refundable amount.

Refused Deliveries and Undeliverable Packages

If a shipment is refused without contacting Stixygap first and the carrier does not confirm damage, it may be treated as a change-of-mind return. Actual return freight, carrier storage fees, and any address correction or re-route fees may be deducted from the refund.

If a package is marked undeliverable because of a wrong address or missed appointments, Stixygap will help re-ship (extra freight may apply) or process a return under the rules above.

Who Pays Taxes and Duties on Returns (international orders)

For eligible international returns from the countries listed at the top, Stixygap handles re-import paperwork and does not charge re-import fees when Stixygap’s instructions are followed and Stixygap’s labels are used. If a self-arranged courier is used without approval, you may be responsible for duties, VAT/GST, brokerage, or customs returns processing and any loss or damage during transit.

Order Processing and Shipping Times (for reference)

Most orders are prepared for shipment within 1–2 business days, Monday to Friday, excluding U.S. public holidays. Typical carrier transit after dispatch is 6–8 business days to the United States and Canada, 7–9 business days to Europe and the United Kingdom (United Kingdom, France, Germany, Spain, Italy, Belgium, Portugal), and 9–10 business days to Australia. Orders confirmed before 2:00 PM MST usually begin processing the same business day; later orders start the next business day. For full details about carriers, tracking, and delivery options, see the Shipping Policy.

Apparel note: Apparel-only orders generally move faster than furniture and may arrive earlier than the baseline windows above depending on destination and network capacity.

Contact Stixygap (help is close by)

Address: 7924 Gtwy Blvd E El Paso, TX 79915

Phone: +1 (915) 549-8308

Email: [email protected]

Support Time: Mon–Sun: 8:00 AM-5:00 PM MST