Refund policy

Our 33 Day Satisfaction Guarantee

At The Winding Stairs, we take great pride in the quality of the artwork and products we create. Every order is backed by our 33 Day Satisfaction Guarantee — a nod to the 33 degrees of the Scottish Rite, and our own commitment to standing behind every piece we send out.

Our goal is for every order to arrive exactly as expected and ready to be enjoyed. However, we understand that occasionally something may not be right. If there is ever an issue with your order, please contact us and we will work with you to resolve it.

Returns & Exchanges

If you are not satisfied with your purchase, you have the full 33 days from delivery to request a return or exchange. To be eligible for a return, the item must be unused and in its original condition, and returned with original packaging when possible. Once the returned item is received and inspected, a refund will be issued to the original method of payment. Shipping costs are non-refundable unless the item arrived damaged or incorrect.

Damaged or Incorrect Orders

If your order arrives damaged or you receive the wrong item, please contact us within 5 days of delivery and include photos of the packaging and item. We will gladly replace the item or issue a full refund.

Custom or Personalized Items

Items that are customized, personalized, or made to order cannot be returned or exchanged. This includes items such as custom aprons or specially commissioned work.

Apparel

Please review sizing charts carefully before placing your order. Apparel may be returned or exchanged only if it is unworn, unwashed, and in original condition, and cannot be accepted if it shows signs of use. If we ship you the wrong size or item, we will correct the mistake at no cost to you.

European Union 14-Day Right of Withdrawal

If your order is being shipped into the European Union, you have the right to cancel or return it within 14 days of delivery, for any reason and without needing to explain why. This right stands separately from, and in addition to, our 33 Day Satisfaction Guarantee above.

To exercise it, the item must come back to us in the condition you received it: unworn or unused, with tags attached, and in its original packaging. Please keep your receipt or proof of purchase on hand.

As with the rest of this policy, custom, personalized, or made-to-order items are not eligible for return under this right.

Requesting a Return or Refund

To request a return or refund under your 33 Day Satisfaction Guarantee, sign in to your account and select Request Return on the order in question. Submitting your request this way connects it directly to your order details, so we can review and process it as quickly as possible.

If you'd prefer an exchange rather than a refund, simply note that in your request, and we'll be glad to arrange it for you personally.