Frequently Asked Questions

We accept returns within 30 days of delivery. Items must be unused, in original condition and packaging, with proof of purchase. Start your return at account.tbgypsysoul.com/orders. Custom made-to-order items, sale items, and gift cards are non-returnable. For supplier-fulfilled items, contact us first — return instructions and address may differ.

Once we receive and inspect your return, we'll notify you of approval. Approved refunds are issued to your original payment method within 10 business days, minus return shipping costs. Your bank may take additional time to post the refund. For exchanges, return your item and place a new order once the return is accepted.

All orders are processed the same business day (excluding weekends and holidays). Orders placed after 12:00 p.m. Central Time are processed the next business day. Standard items ship within 1–2 business days. Custom made-to-order items are sent to the artisan the same day and typically take 2–3 weeks to create. Large furniture ships by LTL Freight Truck — typically 5–7 days to pack and pick up, plus 5–7 days in transit. Supplier-fulfilled items are processed within 1–2 business days by the supplier. You'll receive a tracking notification when your order ships.

LTL Freight delivery is free and included on all oversized or delciate items. These items are delivered palletized to the curb via LTL Freight Truck. We'll coordinate a delivery appointment with you and make a day-of arrival call. Total transit time is typically 10–14 days from order date.

White Glove Delivery includes in-home placement, careful set-up and finishing, debris removal, and a pre-scheduled delivery appointment with a day-of arrival call. Typical timeframe is 2–6 weeks from order date. Some larger and heirloom pieces include it free — look for titles ending in "– White Glove Included" and "White Glove Concierge Delivery Included" just below the price. For other pieces, it can be added for $325. 

Yes! Orders over $50 on in-house products ship free. Supplier-fulfilled items display their own shipping rates at checkout based on the supplier's configuration.

If your order included both in-house products and supplier-fulfilled items, they may ship separately from different locations. You'll receive a tracking notification for each shipment. Additionally, larger or more fragile items may not be able to be pcakaged together. 

You'll receive an email with a tracking number once your order ships — allow up to 48 hours for it to activate. If your order hasn't arrived within 7 days of your shipping confirmation, contact us at home@tbgypsysoul.com or 936-649-2930 with your name and order number.

Inspect your order upon arrival. If your item is defective, damaged, or incorrect, please take photos and contact us within 5 days at home@tbgypsysoul.com or 936-649-2930 so we can make it right.