POLICIES, SHIPPING, DELIVERY, DAMAGE CLAIMS, PAYMENT METHODS, RETURNSEND USER PURCHASE AGREEMENT
We know internet shopping can sometimes be an uneasy experience for consumers. Elegant Finds wants to be easy to do business with, so we provide the following information for the purpose of protecting you and your purchase in order to ensure your internet shopping experience with us is safe, easy and pleasant.ORDERING:
Your order will be entered upon receipt of the order and your credit card number (Visa or Master Cards are accepted.)CANCELLATIONS:
Because all furniture is custom made all orders are subject to acceptance upon the placement of the order and may not be cancelled once production has begun. All furniture has a no return and no refund policy.
Written cancellation within a 24 hr. period following your receipt of our "Order Confirmation" will qualify you for a full refund. We are sorry but we cannot issue a refund for cancellations after the 24 hour refund period.DELIVERY TIME:
Because most of our products are custom produced, production time is approximately 90 to 120 days. Order processing and shipping time is additional. Most of our products are shipped directly to you, but we do carry some items in our US warehouse. These are in our Quick Ship programs and usually ship within three weeks of the processed order.
Please note that our shipping dates are estimated shipping dates only and can not be guaranteed by Elegant Finds. On occasion issues arise that are beyond our control that may lead to additional production and/or delivery time, such as a backup in production or other unforeseeable issues. You will be notified as soon as we learn of any problems.SHIPPING INFORMATION:
At this time we only ship merchandise to the continental U.S. (we currently do not ship to Alaska, Hawaii, or to other countries). If your business is outside of the continental U.S. please contact us by phone or email, and we will try to accommodate your order.
Due to the unique nature of our logistics model, items in an order are shipped to you when they are ready and not as a single, complete shipment. If you need an order shipped as a single shipment, please let us know.SHIPPING METHODS:
UPS and Fed Ex
---If applicable, your order will ship via UPS/FedEx (depending on item size and weight). Usually doorstep service is available. Keep in mind, UPS/FedEx will not notify you prior to delivery. UPS and FedEx requires a street address. P.O. boxes and rural routes are not accepted.FURNITURE Shipments
--- Most furniture that exceeds UPS or FedEx shipping requirement will ship by our vendors' freight company
that is being used at any specific time.
Most items will ship out by freight carrier and driver will unload item into garage.All other items will ship "White Glove"
delivery service including the following:
* Service includes inside placement, up to one (1) flight of stairs, unpacking, debris removal, and light assembly. The first flight shall constitute the fourth to fifteenth step and each additional flight shall consist of ten (10) steps or a fraction therefore.
* Stairs in excess of the above shall be charged an additional $25.00 per flight per shipment.
* Light Assembly Services are limited to those that can be performed with wrenches and screwdrivers.
* Set-up and light assembly services do NOT include any electrical or component hook-ups. Products that have electrical components to the electrical wall outlets will be connected.
* Functions of all moving parts will be checked.
A signature is required at the time of delivery. Deliveries of all shipping methods are Monday through Friday excluding national holidays, Saturdays and Sundays.DAMAGED PRODUCTS
ALL DAMAGED ITEMS WILL BE REPLACED AND NOT REFUNDED.
All merchandise should be opened immediately before the driver leaves your residence and before you sign any documents of release. We stand behind the quality of our product. If you should receive a damaged item, please contact us immediately to report damages. All damages should be reported immediately. DO NOT SIGN FOR DAMAGED ITEMS. THEY SHOULD BE REFUSED.
We advise all our shoppers to first inspect the merchandise and only then sign the delivery form. When signing for freight shipments, please check for freight damages immediately and document damages that may have occurred during transit on the driver's paperwork. Contact us immediately to report the freight damage so that we can file a freight claim.
Please open up your item immediately. Please inspect your item upon delivery. If an item is damaged, please note this on the delivery receipt and do not accept the item. Please take images of any damage the day of delivery and email them to Elegant Finds customer service. Your item will be replaced or repaired as quickly as possible.
(Pictures are required on all items that are being reported defective before we can move forward. DO NOT SIGN FOR DAMAGED ITEMS. THEY SHOULD BE REFUSED.
You are required to inspect your order and ensure all parts are present and arrived in good condition BEFORE you dispose of the boxes and packing materials. In the event you need to return product(s) due to damage, the item(s) MUST be in the original packaging and at the original delivery location in order to set up a pick up. If boxes were cut and ripped while opening, you are required to tape it back up before the the pick up is scheduled. Please DO NOT ship the package yourself as it will delay your reorder or credit. DO NOT SIGN FOR DAMAGED ITEMS. THEY SHOULD BE REFUSED.Damage Claim Procedure:
In the event you receive an item damaged in transit, please provide the following information via email (to email@example.com) immediately.
1. Format the subject line as follows: Damage Claim, your company name and state.
2. In the body of the email, please include the following:
a. Item number from the packing list or outside of the carton;
b. Delivery date;
c. Carrier tracking or PRO number;
d. Invoice number, sales order number or purchase order number if available;
e. Description of the damage or issue;
f. Description of the condition of the carton and packaging;
g. Disposition/Resolution Preference: What would you like us to do?
h. If the item is unsalvageable/un-repairable, would you like a replacement? (Some replacements may take 60-90 days to produce)
i. The name of the person shown on the quality sticker affixed to the product;
3. To the e-mail, attach digital photos of the damage, shipping carton and packaging. Please provide as many pictures as necessary for us to clearly understand the problem. Do not discard the item, carton or packaging until authorized by your Freight Claim Administrator. In some instances, the carrier may choose to inspect the shipment.
In any case, please inform us immediately via e-mail or phone, so we can take the quickest route to resolve the situation. Your satisfaction is important to us - we will do our best to ensure your full satisfaction. DO NOT SIGN FOR DAMAGED ITEMS. THEY SHOULD BE REFUSED.PRICES AND AVAILABILITY OF PRODUCTS:
Prices and availability of products on the Site are subject to change without notice. Errors will be corrected when discovered. Our Site contains a large number of products and it is always possible that, despite our best efforts, some of the products listed on our Site may be incorrectly priced. We will normally verify prices as part of our dispatch procedures so that, where a product's correct price is less than our stated price, we will charge the lower amount when dispatching the Product to you. If a product's correct price is higher than the price stated on our Site, we will normally, at our discretion, either contact you for instructions before dispatching the product, or reject your order and notify you of such rejection. We are under no obligation to provide the product to you at the incorrect (lower) price.
On occasion, you may be able to place a product in your shopping cart and submit your order for processing, but your order is subsequently cancelled due to unavailability of product. You acknowledge that products may sell quickly and there may be a short period of time after an order has been submitted, but where the product is no longer available. You agree that we may cancel your order after you have received an Order Confirmation without penalty.
On very rare occasions, you may receive a Shipping Confirmation from us, but the product is no longer available in our or our third party fulfillment provider's inventory. You agree that we may rescind our acceptance and cancel your order without penalty if we are unable to ship the product you ordered due to unavailability.PRODUCT FINISHES AND DIMENSIONS:
One of our main furniture materials is mahogany, which is a sustainable solution for eco-effective design and construction. Each item we manufacture is hand finished and unique. The appearance of the wood and finish will not be identical to samples displayed in our showrooms, on our website or in catalogs or other printed matter. This is due to natural characteristics of the wood and the hand craftsmanship used to create each individual piece.
Due to the nature of handcrafted furniture, manufacturing processes, and the materials used, we cannot guarantee that the finish of the wood, leather, fabric or stone will be exactly as pictured. Since each item is entirely unique, some variations in dimensions and finish of wood, fabric, stone or other materials are to be expected.
It is also likely that our products will appear different in lighting that is unlike that which is used in our showroom or photo studio. Imperfections or variations in the grain, color, or sheen of the wood may occur naturally. Stone finishes such as marble and granite may differ in color and veining. As a result, these naturally occurring characteristics are not viewed as flaws, damages or defects.
Naturally-occurring characteristics of our wood products, including: wood grain, knots, texture, open knots and grain, color variation, panel shifting, random patterns, bleeding and dark end grain will vary. Similarly, stone finishes such as marble and granite tend to differ in color and veining. We regard such characteristics as essential in exhibiting the individual charm and beauty of these natural materials and not as flaws or defects. All of these are part of the natural beauty that is real wood.
We expect our products to be stored and displayed in a temperature and humidity controlled environment.
Our wood products may experience some splitting, cracking, chipping and glazing, as it is responsive to its ever-changing environment. Since the environment in which the product is placed is beyond our control such conditions are not cause for price allowances or returns.Color/Stain Variations
We are not responsible for variations in wood color, stain color, sap, and wood grain. Wood is a natural product created by nature and as such does not allow for a uniform product. We do our best to assure that the product you receive meets your expectations. However, due to the uniqueness of our products: color, finish and dye lot may vary on each item. In addition, continual exposure to light and temperature changes can and will affect wear. Also note that when ordering matching furniture pieces, it is best to order at the same time to ensure the same color/finish.Distressed Finishes
Our distressed furniture finishes include indentations, worm holes, pin holes, and sand-through highlights. These distressed features are placed at common wear points, giving your custom furniture a realistic "heirloom" look.Rattan - Wicker
Rattan is a weaving process, not a material. One of the materials used in the weaving process is called rattan core, which comes from the rattan interior. A machine cuts the inside of the rattan pole into pieces small enough in diameter for weaving. Due to the nature of this product, splits and discolorations are to be expected. They even enhance the beauty and uniqueness of these handcrafted products.PACKAGING:
We professionally package or blanket wrap all of our merchandise. During the packaging process, a variety of packaging materials may be used. A custom box made from 275 pound test, double wall cardboard sheeting covers the furniture piece. After boxing, large furniture pieces are strapped to pallets for easy transferring by the carrier.