policies

BUYING things online CAN BE WEIRD AND CONFUSING SOMETIMES. THIS PAGE IS HERE SO WE CAN avoid that .

Still have questions? Check out frequently asked questions below or email hello@fibrous.co for more information.

→ FAQ

PAYMENT

  • FIBROUS processes all online orders using Stripe, which is fully integrated into the checkout process and accepts all major credit cards, AfterPay, and Apple Pay. If you live in the Austin area and wish to:

    · Use a more physical payment method: please feel free to contact me directly to arrange your purchase.

    · Avoid shipping costs: please see Shipping / Local Pickup (below).

  • Anything that isn’t purchased in-person or on this website is invoiced via Quickbooks. Commissioning a custom piece? Quickbooks. Paying a deposit? Quickbooks.

    Processing these payments via credit card incurs a 2.9% processing fee. If you wish to avoid that fee, you can send payment via direct bank transfer or check, per the instructions on the invoice. If no resale Texas Tax ID is provided, an 8.25% sales tax will be included.

shipping

  • Ready to Ship: 1-3 business days
    Made to order: 4-6 weeks

  • All orders are shipped via UPS/USPS and include tracking within the United States, which will be sent via shipping confirmation email. If you need your order rushed via Priority or Express shipping, feel free to select the appropriate upgrade option for your needs at checkout.

    Once your shipping notification is sent, FIBROUS is not liable for any packages lost, stolen, or delivered to the wrong address. Please be sure all of your information is entered correctly, as I want your package to arrive safely as much as you do!

    If your item arrives damaged, please contact me immediately (within 48 hours) with photos of the package and item(s) so I can file a claim with the shipping carrier.

  • Fibrous does not have a public-facing studio anymore! Therefore, if you would like to arrange for local pickup, please do so via email.

    hello@fibrous.co - we’ll work it out.

RETURNS & EXCHANGES

  • I hope you’re happy with your purchase, but should you wish to make a return, FIBROUS gladly offers exchange or store credit on eligible items within 14 days of delivery.

    All items must be returned in their unused, original condition with packaging intact to be eligible for refund.

    Please email hello@fibrous.co to start your return.

    Please note: bath + body products, health items (like face masks), made to order items, custom items, and sale items are final sale and may not be exchanged, refunded, or returned for store credit.

  • Once your return is received and the condition is assessed under the terms outlined in the return policy above, you will be issued an exchange credit code via email. The total amount of the credit will be the price you paid for the returned item, less the cost of shipping, as this service has already been rendered by a third party.

    This credit will never expire and can be used for any future purchase on www.fibrous.co.

  • Shipping fees, both domestic and international, are non-refundable and any return/exchange shipping fees will be deducted from your total refund amount.

    FIBROUS will not refund international duties and taxes. For more information on reclaiming international duties and taxes, please contact your local customs bureau.

    Please email hello@fibrous.co for return shipping information.

  • FIBROUS is not liable for shipping loss or damage of returned goods. It is advised that you send your return via a trackable service, securely packaged, and insured for the full amount.

    FIBROUS reserves the right to deny credits if the merchandise returned does not meet the aforementioned return policy requirements. Any items sent back without notice outside our 14-day return window will incur a 15% restocking fee.

    Due to the nature of handmade goods, FIBROUS embraces slight variations in color and design. These characteristics are celebrated as signs of a truly unique, handcrafted piece and should be taken into consideration prior to purchase.

  • If your item arrives damaged, please email hello@fibrous.co immediately with photos of the package and item(s) so I can file a claim with the shipping carrier.

    All damages must be reported within 48 hours of delivery.

CARE & CUSTOMS

  • Please contact me if you have any questions or concerns about the care of your piece. I'll be happy to assist you in any way that I can to ensure you are satisfied with your purchase for as long as possible.

  • Please feel free to message me anytime if you would like to create a custom piece for your space. Custom designs are approved by the client every step of the way and begin production when final approval and 50% non-refundable deposit is received.

    When your piece is finished, I will send you a final photo for approval and after the remaining 50% payment is processed, your item will either be delivered locally or shipped via insured mail with domestic tracking included.

    Submit an inquiry here.