Shipping
At Demarchelier & Co., we are committed to delivering your order safely and efficiently. Shipping methods vary based on product size, shipping location, customer selection and destination.
Smaller items: such as pillows, plates, and candles, ship via FedEx, UPS, or USPS with ground shipping. For smaller items, orders under $100.00 ship at a rate of $9.95 and orders over $100.00 ship for free.
In-stock items are processed and shipped within 5 to 7 business days. Items may ship separately, and you will receive email notifications for each shipment. These notifications will contain your tracking information.
Larger items: including furniture, are shipped via specialized furniture carriers with free threshold delivery. Upgrades to Room of Choice or White Glove delivery are available at checkout for an additional fee.
- Threshold delivery is to the first/closest doorway, but not inside delivery. FREE
- Room of Choice delivery is inside delivery to your room of choice. $175.00
- White Glove delivery is inside delivery to your room of choice, unpacking and assembly, if necessary. Packaging debris will be removed by the delivery team. $250.00
Some items, whether due to size, material, weight or brand require White Glove Delivery. This will be noted in the product description of the item. In these instances, White Glove delivery will automatically be added at checkout.
Extra person: In some instances, whether for safety or to prevent damage during a Room of Choice or White Glove Delivery, an additional delivery person will be required. If this is necessary, there is an additional charge and it will be billed to you via invoice.
All carriers make this determination independent of us and reserve the right to do so. We do not have the ability to override or waive this determination.
In-stock furniture is processed and shipped within 7 to 10 business days. Items may ship separately, and you will receive email notifications for each shipment. These notifications will contain your tracking information. While your order is en route to you, the carrier will contact you via the phone number and email address supplied on your order to schedule your delivery appointment.
If an item is backordered, we will notify you via email with an estimated shipping date once this information is available to us. If an item is discontinued and no longer available, we will notify you via email and provide a refund.
For all shipments, “shipped” is defined as when your item(s) leave the warehouse. This does not include transit time to you and is not a delivery estimate.
Payment Terms
At the time of order placement, your method of payment is authorized for the full amount of your order. For custom, special order or made-to-order items, payment will be processed once your order enters production. For all other orders, payment will be processed when your order begins preparing for shipment. Additional information about payment processing may be found in our Payment Information Policy.
Order Statuses
When you place an order with us, one or more of the following order statuses may be applied during processing. The order status that is shown to you in your account is the most current information that is available. When your order status changes, you will receive an automatic email notification. Due to the volume of orders we process, if you have additional questions, please submit your inquiry via email to support@demarchelier.co This is the quickest way to reach us and it also allows us to properly record your inquiry for follow up. Please allow up to 1 business day for a response.
Awaiting Fulfillment: After your order is placed, the default status is “awaiting fulfillment”. This indicates that we have received your order and it is in our processing queue. Orders are processed in the order in which they are received. As noted in our shipping policy, for in stock items under the “smaller” classification, your order will be processed and shipped within 5 business days. For in stock items under the “larger” classification, your order will be processed and shipped within 10 business days.
Fulfilled: Your order has been fulfilled and is awaiting shipping carrier collection from one of our warehouses.
In Production: Your order has been placed into production. Please refer to the specific item description for the estimated production time. This status will apply for items that are custom or made to order.
Awaiting Arrival: Your order has been fulfilled, however we are awaiting the arrival of the item(s) you have ordered in one of our warehouses. This status could apply for items that are incoming, on order or back ordered.
Partially Shipped: Your order has been shipped, in part, due to product availability and/or shipping carrier requirements. It has been collected by a shipping carrier from one of our warehouses and is being transported to your delivery location. Although tracking information has been assigned and provided to you, it may take up to 24 hours for this information to populate in the tracking system. You will receive additional notification(s) for subsequent shipments.
Shipped: Your order has been collected by a shipping carrier from one of our warehouses and is being transported to your delivery location. Although tracking information has been assigned and provided to you, it may take up to 24 hours for this information to populate in the tracking system.
Canceled: Your order has been canceled, either at your request or by us.
Refunded: Your order has been refunded, either at your request or by us.
Partially Refunded: Your order has been refunded, in part, either at your request or by us.
Returns/Refunds
Returns are accepted within 30 days of delivery and require a Return Merchandise Authorization (RMA) from our Returns Department. Unauthorized returns will be refused, and customers will be responsible for return shipping costs. All returned items must be unused, undamaged, and in their original packaging.
The following items may not be returned:
- Any item delivered via LTL/Final Mile or White Glove service
- Any item from the “Furniture” category or subcategories
- Any item from the “Sale” category or subcategories
- Any item identified as “final sale”
- Custom or made to order items - these are final sale.
- Artwork of any kind
- Rugs 8’x10’ or larger
- Mattresses
- Bedding
- Towels
- Bath products
- Hardwired lighting
- Floor models/samples
- Any item damaged through normal wear and tear
Demarchelier & Co. reserves the right, at its sole discretion, to determine if returned merchandise meets resale conditions. Any merchandise that does not meet resale conditions will be returned to the customer, at their expense.
Customers are responsible for return shipping costs, which will be deducted from your refund. Returns are processed within 10 business days of receipt. Once a return has been processed, you will receive email notification of your refund. Please allow 5-7 business days for funds to be credited to your account.
All refunds, regardless of reason, are issued in the form of store credit. Store credit does not expire and may not be converted to a cash equivalent.
For return requests, email returns@demarchelier.co with your name, order number, reason for return, and contact details. A member of our returns department will follow up with you within 1 business day.
Please note, shipping charges are not refundable.
Refused Shipments
All refused shipments are subject to a 30% restocking charge and freight charges both ways.
Cancellations
Orders may be canceled within 24 hours of placement, provided they have not begun processing. Due to vendor commitments, production timelines, and order fulfillment processes, cancellations beyond this period will not be accepted.
Backorders cannot be canceled and will ship once available.
Damages/Discrepancies
If you receive a shipment that has visible damage to the external packaging, please note all damages on the delivery form prior to signing. If you fail to do so, your signature indicates the shipment was received in good order and free from damage. This limits our ability to make damage claims with the responsible party.
Damaged merchandise and order discrepancies must be reported to us within 48 hours of delivery, along with supporting photos of the damage, discrepancy and packaging. Please retain all packaging and merchandise until instructed regarding next steps.
Damaged merchandise is eligible for replacement only, not refund. Customers are not responsible for return shipping costs on damaged merchandise. Once the damaged merchandise has been collected by our carrier, a replacement will be shipped to you.
Demarchelier & Co. reserves the right, at its sole discretion, to determine if damaged merchandise is properly claimed within these parameters.
Exceptions
We cannot ship to P.O. boxes or military APOs.
Additional shipping charges and restrictions apply to orders outside the continental U.S., for which the customer is responsible and will be invoiced. All shipments outside the U.S. are sent Tariff and Duty Collect. Shipping rates are calculated based on the weight and dimensions of the order and its destination.
Scheduled Delivery: If your order requires a scheduled delivery, you must accept the first available date offered. Delays or rescheduling will incur storage fees, and failed delivery attempts will result in re-delivery fees, both payable before delivery.
Invoices are due and payable, as indicated. A late fee of 1.5%, per month, may be assessed to past due invoices. If Demarchelier & Co. refers an account to a third party for collection for non-payment of amounts due, the customer will be responsible for all costs, fees, charges, interest, expenses and attorney's fees that accrue as a result of those collection efforts.
Shipping Delays
Due to ongoing global supply chain disruptions, some furniture and décor items may experience extended shipping times. While we understand that delays can be frustrating, these circumstances are beyond our control, and we cannot assume responsibility for them.
We are committed to keeping you informed and will provide the most up-to-date shipping estimates as they become available to us. We appreciate your patience and understanding as we work closely with our vendors and carriers to fulfill your order as quickly as possible.
For the latest stock availability and shipping times, you may contact support@demarchelier.co
Please note, stock availability and shipping times are subject to change.