Orders and Returns

Orders, Payment and Security:

 

Do I have to open an account with you first before I can buy from Awakened?

 

Yes.  Sign-up is easy.  We just need your contact information to be able to fill your order and process your payment correctly.  Once you choose to provide us with your personally identifiable information (any information by which you can be identified), you can be assured that it will only be used to support your customer relationship with Awakened.  For more detailed information, please see our Privacy policy.

 

What if I buy something today and the price changes in the next few days?

 

Due to the custom nature of our business, and the fact that we work with outside artisans who supply much of our merchandise, Awakened does not offer price protection.  The price you pay today may be different at a later date.

 

Can I pay by check?

 

Yes, although we only receive online orders by credit card payment.  If you’d like to pay by check, you can place your order by phone.  Your check will need to clear our bank before your order can be filled, however.  By far the speediest way to receive your merchandise is by credit card payment.

 

Which credit cards do you accept?

      

We currently accept Visa, MasterCard and Discover Card.

 

Is it safe to give you my credit card online?

 

Absolutely!  Awakened uses the very reliable and trusted web technology called Secure Socket Layer Encryption (SSL) to ensure the safety of your information.  As a further assurance, only the last 4 digits of your credit card number are ever stored in our database.

 

If I prefer, can I order by phone?

 

You may, if you like, order by phone.  Our hours are 10:00 a.m. to 6:00 p.m. (EST), weekdays.

 

 

Will you sell my information  or use it to send me unsolicited e-mails?

 

 Awakened will NEVER sell your information to any third parties.  We will, however, share your order details with those of our artisan suppliers who mail you your merchandise directly from their workshops.

You also may choose to opt out of receiving e-mails from Awakened with discounts and special offers by updating that item in your account.

 

 

 

Return Policy:

 

If my order is not complete or wrong when I receive it, what do I do?

 

If your order is incomplete, please e-mail us immediately (no later than 5 calendar days after receipt) with the details of the problem.  We will look into it, then check back with you by e-mail with a prompt solution.  If we ship you the wrong item, we'll refund you your return postage and reship your order at no additional cost to you, upon receipt of the product to be returned.  Please contact us for return authorization and instructions.

 

What if something is damaged in my order?

 

Just e-mail us with the details, as above, within 15 calendar days of receiving your order, and we will let you know what to do next.  Please note that you will not be charged postage on any return item damaged prior to your receipt.

 

Can I return all or part of my order if I’m unhappy with it?

 

Yes, as long as your returned items fit the following criteria:

• are new, unopened and intact in their original packaging; 
• are received by us within 30 calendar days of the original shipping date;
• are NOT jewelry or artwork, both of which are NOT returnable, once shipped.

With the exception of goods damaged during shipping (see "What if something is damaged in my order", above), there is a 15% re-stocking fee on each item returned; shipping charges are not refundable.  Gift certificates are NOT returnable.

 

You must have a Return Authorization Number (RA#) for every return.  To receive this number, please contact us by phone or e-mail.  Unless the item was damaged prior to your receipt, in shipping, you will be responsible for return postage.  CODs will NOT be accepted.

 

What if the item to be returned does not meet the criteria above, because its packaging has been opened or the original packaging is not intact? 

 

If the item is clean, in re-sellable condition and received within 30 calendar days from the original shipping date, it may, at the discretion of Awakened staff, still be returnable, but with a 30% re-stocking fee; shipping charges are not refundable. 

 

As above, you must have a Return Authorization Number (RA#) for every return.  To receive this number, please contact us by phone or e-mail.  You will be responsible for the cost of return shipping.  CODs will NOT be accepted.

 

Why is jewelry not returnable?

 

Jewelry sold at Awakened is NOT returnable due to reasons of health and hygiene.

 

Why is artwork not returnable?

 

To avoid unnecessary damage to delicate artwork from shipping it back and forth, once shipped, art is NOT returnable.  Because the painting is sent to you fully insured, any damage done in the shipping process is covered, however, by UPS. 

 

What if I want to exchange an item?

 

If you received a faulty item and need to exchange it for the same item, or would like to exchange a non-damaged, unopened/intact item for a different one, please notify us, then return the original item.  Upon our receipt of the item in question, you will be refunded your original purchase price, less a 15% re-stocking fee.  Place another order for the item you wish to purchase. You do not have to wait for us to receive the original item before placing the new order.

 

Please note that it takes us 3 - 5 business days to process returns, once they arrive at Awakened. You can view completed returns and refunds by visiting My Account and accessing the relevant order.

 

 

 

Delivery:

 

Where do you deliver?

 

Awakened currently ships within all 48 states of the U.S.  Special, custom arrangements can be made to ship worldwide, depending upon the item and the destination.  Please e-mail us with your inquiry in this regard.

 

How long will it take to receive my order?

 

We offer products from many individual artisans who custom make their merchandise and handle shipping themselves.  (For instance, when purchasing art, the item is shipped directly from the artist’s studio.)  This may increase shipping time by 1-2 days or longer.  Please note, also, the specific order details on the individual item page:

 

• Discontinued - This product is no longer available for purchase on this site.
• In Stock - Usually ships within 24-48 hours.
• Out of Stock - Usually ships within 1-2 weeks.
• Backordered - Product is currently not in stock and it is unknown when it will be available again.
• Custom Order - Product has customized features which require extra processing time.  Please contact us for an estimated ship time.

 

Given availability, you can, of course, always expedite your order by choosing a faster shipping method on the Check-Out page.

 

What if you have to back-order all or part of my order?

 

Because merchandise that is back-ordered is currently not in stock, delivery time is uncertain.  Rest assured that we want you to have your merchandise as quickly as it is humanly possible to deliver it to you and that you will NOT be billed for it until it is available.  We will e-mail you with the details just as soon as we receive them from the artisan or distributor.