Customer Support

Our support team is available at any time to help you with your questions or concerns.  Please feel free to send us a message: info@obscuradesigns.net

How can I find the status of my order?

Once your order is shipped we will include a tracking number on your invoice along with the shipping provider's information so that you may easily follow the status of your order.

 

Returns

What is your refund policy?

From the time you receive your Obscura piece, you have three (3) business days to decide whether to keep or return the item in its unused condition for a full refund less shipping charges. You must notify us in writing at info@obscuradesigns.net .

How do I return my order?

 1. All items sent back to us (including all original packaging) returned complete, in perfect condition, unused, unwashed and with the tag still attached to the scarf.

 2. To return or exchange an item, please fill out the enclosed form or you can print off a copy here (this is a PDF document and you will need Adobe Acrobat/Reader installed to view it). Please place this in with your return items.

 3. Returned goods have to be sent via a recorded method of delivery (i.e. Tracked/ signed for, Special Delivery or via a courier) and you get a 'proof of posting' certificate from your Post Office or carrier.  Obscura Designs will not be held responsible for any returns that do not reach us and you will remain billed for lost items.

 4. Obscura Designs does not cover the cost of returns (unless stated otherwise). 

 Refunds will be processed within a maximum of 30 days after receipt. However we don't want to keep you waiting that long so it should be much speedier. You will receive an email to confirm once the refund has taken place but it may take a few days to show on your bank statement.

 Please note we will only refund the postage and packaging charge for sending the product to you if the product is damaged, faulty, or does not match your order.

 Exchanges will be dealt with as soon as we receive your returned goods. If the exchange is for something of a higher value we may require some of your card details again. Alternative products can be exchanged according to our stock availability. If we do not have the desired replacement you will receive a full refund and an email confirming this.

 Suspected Faulty Goods

 In the rare and unfortunate event of your Obscura Designs item being faulty, please accept our apologies and contact us to discuss your options.

 Please note the following:

SOME OF OUR PRODUCTS ARE HAND WOVEN FROM NATURAL FIBERS. ANY VARIATIONS IN WEAVE OR TEXTURE ARE INHERENT CHARACTERISTICS OF THE FABRIC. ALL HAND EMBELLISHMENTS MAY HAVE VARIATIONS-PLEASE TREAT ME WITH CARE'. ALL SILK AND CASHMERE PIECES NEED TO BE DRY CLEANED OR LIGHTLY STEAMED ONLY.

 

Artwork, Photographs and Wearable Items:

For in purchases or artwork not picked up or shipping arrangements not made within 10 days is not eligible for a refund. After 60 days, the purchased item will be considered abandoned and will revert back to Obscura or remain in gallery inventory, unless otherwise agreed upon in writing.

Deposits made with no arrangements made to finalize payments within 10 days of deposit, will not be eligible for a refund. After 60 days of non communication, the item will be considered abandoned and revert back to Obscura.

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