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FAQ's - Returns Exchanges & Cancels

Return Exchange and Cancellation Policy


Your happiness means everything to us. We always encourage you to put yourself at the top of your list. What sense would it make if we didn’t put YOU at the top of OURS?!

That’s why we stand behind what we sell and we want you to be satisfied with every detail. The last thing you need is a hassle returning or exchanging anything. We treat you the way we treat our friends…because you are one!

So, if you’re not thrilled the moment you open your purchase or at any time in the next 60 days, we want to make it right. Just mail the unlaundered/unworn/unaltered item back for refund or exchange, or return it to one of our stores.

If you return your item by mail, it will take up to 2 weeks after it is received in the warehouse to process your credit.

A prepaid SmartLabel is provided in your package to make it easier for you. A fee of $7.95 will be deducted from your refund for the use of this label, however shipping for exchanges is free.

If you need a return label, click here to print a new one or contact a Style & Service Specialist at 1-888-414-7638. Original processing/shipping fees are non-refundable for returns. For returns from Alaska and Hawaii a $10.95 return postage fee will be deducted from your refund.

We truly care about what you have to say, so please take a moment to fill out your reason for return on the packing slip and include it in the parcel.

If you are returning a gift, be sure to complete the Gift Return Section on the back of the packing slip.

Without a packing slip included in your return, a merchandise credit will be issued for the current price of the item(s) returned.

Take your package to any U.S. Post Office, U. S. Post Office mailbox, or leave the package with any U.S. Post Office driver. You may also place the package in the mailbox at home or work. To find the nearest location to you, please visit or call 1-800-ASK-USPS® 1-800-275-8777. You may track your return here.

You can also take the parcel to the carrier of your choice and pay for return shipping yourself.

We cannot accept returns on personalized/monogrammed items.

Standard return policy does not apply to furniture purchases. Home furnishings cannot be returned without having return authorization number. Please see below for more details.

Please do not remove the protective liner on swimsuits. Returns require the protective liner to be intact on the unworn/unlaundered swimsuit.


We want you to be 100% happy with every Soft Surroundings’ purchase, but if you wish to exchange an item for a different size or color, please use the prepaid SmartLabel included in your package and the exchange will be shipped to you free of charge. Be sure to fill out the front and back of your packing slip, including your reason for exchange, and include it with your parcel. Or you can visit a store near you to conveniently exchange your item(s).

If you mail your exchange for a different size or color, it will take up to 2 weeks to receive the new item. If you return one item and reorder a different one, it will take up to 3 weeks to receive the new item.  All same product (different size/color) are shipped to you free of charge.  If a different item is desired, you will receive a refund, and a new order will be placed.

To print a prepaid return label:  
1. Please click here to access the link.
2. Enter your Order Number
3. Enter your Billing Zip Code
4. Click Print Return Label
5.  Affix label to package and drop off at any USPS or FedEx location.


By clicking the Apply & Order Now button or the Apply & Add Another Payment button, you are agreeing to the terms of our return, exchange and cancellation policies.


Send your returns or exchanges to:
Soft Surroundings Returns
4655 E Liberty St.
Mexico, MO 65265

Furniture Returns/Exchanges
Please carefully inspect your order upon delivery. If you receive damaged or defective merchandise, we encourage you to contact our Customer Care Concierge Team within 7 days and a team member will be happy to arrange a return or exchange for you. Exchanges, credits and refunds issued will be for the item purchase price only. Any taxes charged will be refunded in accordance with state laws. Shipping charges are nonrefundable, and return shipping fees may apply.

Furniture Prepaid SmartLabel for return.
For furniture returns in the Domestic US, a $10.95 return postage fee will be deducted from your refund. For returns from Alaska and Hawaii a $15.95 return postage fee will be deducted from your refund.

If you wish to return a product based on preference, a 10% restocking fee will be charged.

Furniture Warranty

We believe in the quality and craftsmanship of our furniture and we want you to believe in it too. All Soft Surroundings seating and upholstery carries a Lifetime Warranty on the frame construction that covers manufacturer defect. The Lifetime Warranty does not apply to normal wear and tear, seat cushions, or fabrics.

PayPal Return Policy

If your purchase was made through Paypal, please see Paypal's refund policy for returns for timing of refunds.  Click here to view PayPal's return policy.

Final Sale Policy

Any items marked final sale are not eligible for exchange or return.