FAQ

SHIPPING OPTIONS

UPS Next Day Air: Overnight delivery to most US addresses
UPS 2nd Day Air: Delivery within two business days to all 50 states
UPS Ground: Delivery within 1–5 business days depending on location

WHERE DO WE SHIP TO?

We are based in Bridgehampton, New York and ship nationwide via UPS, including Alaska, Hawaii, and US Territories.

We do not offer international shipping automatically, but we are happy to accommodate international orders upon special request. Please email us at support@shopdecouverte.com before placing your order and we will confirm shipping options, costs, and estimated delivery times. Please note that any customs duties, import taxes, or brokerage fees are the sole responsibility of the recipient and are not included in your order total.

CAN I SHIP TO A PO BOX?

UPS requires a physical address for proof of delivery and cannot ship to PO Box addresses. Please ensure your delivery address is a residential or business address.

ORDER & SHIPPING CONFIRMATION

You will receive an email confirmation once your order has been successfully placed, including your order number and shipping method. Please ensure your shipping address is correct before completing checkout — we are unable to redirect packages once they are in transit.

Orders are processed and shipped within 3 business days. Once your order leaves our hands, you will receive a shipping confirmation email with your UPS tracking information.

For questions about your order, email support@shopdecouverte.com and include your order number in the subject line.

BACK-ORDER & PRE-ORDER

Back-ordered and pre-ordered items will ship as soon as they become available. Items in the same order may not always ship together. Estimated ship dates are subject to change — a Découverte representative will personally notify you of any delay exceeding one week.

RETURNS & EXCHANGES

We accept returns and exchanges on unused items in original condition within 10 days of purchase, with original tags attached and proof of purchase. Sale items are final sale and not eligible for return or exchange (see Sale Items below). Gift cards cannot be returned or redeemed for cash.

Découverte reserves the right to apply a 10% restocking fee on returned items.

IN-STORE RETURNS

Items may be returned or exchanged in person at our Bridgehampton store. The same 10-day window and condition requirements apply. Please bring your proof of purchase.

ONLINE RETURNS

To initiate an online return, please visit [shopdecouverte.returnsdrive.com] for instructions. Return shipping costs are the responsibility of the customer. We recommend USPS Priority Mail with tracking.

STORE CREDIT

If you would prefer not to request a refund, we are happy to issue a Découverte store credit for the value of your return. Store credit is valid for 12 months from the date of issue and can be applied toward any purchase in store or at shopdecouverte.com. Store credit has no cash value and is non-transferable.

To request store credit in place of a refund, please indicate your preference when submitting your return request.

DAMAGED IN TRANSIT

If your order arrives with damaged packaging or broken items due to shipping, please contact us at support@shopdecouverte.com within 48 hours of delivery. Include your order number, a description of the damage, and photographs of both the item and the packaging. We will work with UPS to resolve the issue and arrange a replacement or refund as quickly as possible. Claims submitted after 48 hours may not be eligible for resolution through the carrier.

DEFECTIVE ITEMS

We uphold a high standard of quality for every product we carry. If an item you receive has a manufacturing defect — meaning a flaw present before the item was used — please contact us within 10 days of purchase at support@shopdecouverte.com with your order number and photos of the defect. We will arrange a replacement or full refund at no cost to you.

Please note that natural variation in handmade goods — tonal differences between pieces in the same ceramic set, slight irregularities in mouth-blown glass, or variation in recycled wool texture — are not defects. These characteristics are inherent to the makers we work with and are part of what makes each piece distinct.

SALE ITEMS

All sale and discounted items are final sale. Sale items are not eligible for return, exchange, or store credit.

TAXES

Découverte is headquartered in Bridgehampton, New York. We are required to collect sales tax on orders shipped to New York State addresses. Sales tax rates vary by county and will be calculated and added to your order total at checkout. Prices displayed on our website do not include sales tax. Taxes are refunded in accordance with applicable state and local laws.

GIFT CARDS

Gift cards are available for purchase at shopdecouverte.com/products/decouverte-gift-card. They are delivered by email and include instructions for redemption at checkout. No physical card will be issued. Gift cards are non-transferable and may not be returned or redeemed for cash, except where required by law.