Last Updated: August 8, 2025
At Kneen & Co, we see ourselves as both curators of beautiful pieces and your trusted partners in creating spaces you’ll love. Our relationship with you doesn’t end at checkout—we’re here to make sure every part of your experience feels as thoughtful as the pieces you choose.
If something isn’t quite right, please don’t hesitate to reach out. We genuinely want to work together to find the perfect solution, and honestly, we love the chance to make things even better than expected.
Ready to Ship Items
Our “Ready to Ship” pieces are items we’ve handpicked and have ready to send your way immediately. Sometimes, though, a piece might not feel quite right once you see it in your space—and that’s completely okay.
For these items, we’re happy to offer exchanges or store credit within 14 days of delivery. We do apply a 25% restocking fee, which helps us maintain our carefully curated inventory and continue bringing you wonderful finds at great prices.
Getting started is easy—just give our team a call at 1-312-643-1190 within those 14 days. We’ll walk you through everything and send you a prepaid return label, because returns should be hassle-free.
Your store credit will remain available for your future selections for a generous five years, allowing you ample time to discover that perfect piece that speaks to you.
Please ensure your return includes:
- Original condition and packaging (we understand you may wish to examine your purchase)
- Original packing materials and documentation
- Secure packaging for safe transit to our showroom
Our address for returns:
Kneen & Co
980 N. Michigan Ave., Suite 650
Chicago, IL 60611
Please note: While we provide return shipping labels, original shipping fees remain non-refundable as they represent services already rendered.
Special Orders
Some of our most special pieces need to be ordered directly from our trusted makers and artisans. We call these “Special Orders,” and they’re worth the little bit of extra time they take.
We know ideas can evolve (it happens to the best of us!), so you have 3 full business days after placing your order to make changes or cancel if needed. Just reply to your confirmation email or give us a call at 1-312-643-1190—we’re here to help.
After those 3 days, your piece moves into the creation process with our artisan partners. Because of this collaborative workflow and our commitment to these talented makers, we generally can’t make changes or accept returns on Special Orders. We do consider exceptions in truly unique situations, always on a case-by-case basis.
This policy applies to all orders placed on or after September 9, 2024.
Custom Orders
Custom Orders are where the magic really happens—these are pieces made specifically for you, exactly how you envision them. When you’re placing a custom order, just let us know all your preferences in the “Special Instructions” section: colors, materials, any special details that will make it perfectly yours.
Because these pieces are created uniquely for you (think of them as the equivalent of a custom suit), they’re final sale. We can’t return, exchange, or offer store credit on custom pieces, but honestly, when something is made just for you, we think you’ll love having something truly one-of-a-kind.
Damaged or Defective Items
While we employ the utmost care in packaging and shipping your selections, we recognize that despite our best efforts, items may occasionally arrive in less than perfect condition. Should this occur, please know that we take full responsibility and will make it right immediately.
Within seven days of receiving your order, simply email [email protected] with photographs of both the affected item and its original packaging. Please include your contact information, and our team will personally review your concern.
Upon approval of your claim, we will immediately arrange for return shipping and expedite a replacement or resolution. This process is entirely our responsibility—you should never bear the burden of our shipping mishaps.
At Kneen & Co, we believe that true luxury means feeling genuinely cared for. Every policy we have comes from wanting to create the kind of experience we’d want for ourselves—thoughtful, personal, and built on trust. Thank you for letting us be part of creating your beautiful spaces.