WHAT TO EXPECT
We need you to communicate any deadline expectations up front. This includes out-of-town guests, holiday events, an upcoming party, etc. We will let you know if the deadline is reasonable; however, even if it appears reasonable at first, we cannot absolutely guarantee the project will be done by the deadline.
Decisions & Changes
The cost and completion time of your project will increase any time you request additions or changes. Completion time is also affected by the time you take to communicate your decisions to the design team. Timely responses are always best.
We will keep you updated on the progress of orders and projects and share the lead times that we are given from our vendors. This information may not always be accurate, and it may not always be what you wish to hear. We will do our very best to move things along as quickly as possible.
If an exact color is required, we will order a cutting of the current stock for approval. This step adds time to the order but may prevent a major disappointment. Current dye lots may not match a sample exactly and there is a 16% acceptable tolerance level in the fabric industry.
Coordination of Colors and Samples
The colors of coordinating wallpaper and fabric seldom match. Due to the difference between fabric and paper, colors print differently.
There are many finishes on leather. We want you to understand the care and marring properties of your selection. The most expensive leathers are not treated and do show marks, oil from hands, etc. This leather takes more care as it develops its patina.
Carpet is a fabric and requires care. Stain protection does not indicate that the carpet will not get dirty. It means that the carpet releases some stains easily. Seams, footprints and vacuum marks will show differently in each of them.
Add an extra four weeks to any product’s estimated delivery time. It will always take longer than originally estimated.
Factories make a certain number of items on a schedule. An item may be out of stock and on back order. Usually, the factory will give us an expected ship date. There is no guarantee that the date will be accurate. We will keep you informed and give you options.
There will be times when a selected item is no longer available. While it is a disappointment and an inconvenience, we will find acceptable replacements and solutions.
Product & Custom Orders
Once you commit to a custom item or product and order it, you own it and cannot return it.
Restocking Charges and Cancellations
Sometimes a factory will allow non-custom merchandise to be returned with a restocking fee. This fee ranges from 10% to 60%, plus shipping, to return the item.
Merchandise may be damaged during shipment. Resolution may be provided in the form of discounts, pick up and reshipping of the item, or local repair. The factory usually makes this decision. We will resolve this in a timely manner.Elle can answer this.
Charges for delivery from manufacturer can vary based on fuel costs and surcharges at any given time. Our proposal to you includes an estimate of freight costs. Any increase will be invoiced to you once we receive the freight bill. The same is true of shipping charges.
Delivery charges to your project site are based on the number of items being delivered, the number of people needed, and your location. If the items need to be stored at a warehouse long-term, storage fees will apply. Estimated delivery and storage fees are included in your proposal. Any fees greater than that will be charged to you.
Our office will schedule installations and deliveries. Often one of us will be at the installation and/or delivery. This varies depending on your project and will be explained to you ahead of time so there are no surprises. We request clients are not in the home on installation day until the final project reveal.