Shipping Policy
When you place an order with us, our goal is to get your purchase to you as safely and quickly as possible. For shipping, we apply one of two classifications to our products.
Smaller items (think pillows, plates, candles) are shipped via FedEx, UPS or USPS. For smaller items, standard shipping is free. For in stock items, your order will be processed and shipped within 5 business days. Depending on availability, items in an order may ship separately, resulting in multiple shipments to you. Shipment notification will be sent to you via email. If an item you have purchased is delayed or back ordered, we will notify you via email and provide an estimated ship date. In the event that an item you have purchased is no longer available, we will notify you via email and provide a refund for the item.
Larger items (think tables, chairs, sofas) are shipped via freight carriers. For larger items, threshold delivery is free. If you wish to upgrade your shipping to room of choice or white glove delivery, you have this option at checkout for an additional fee. For in stock items, your order will be processed and shipped within 10 business days. Depending on availability, items in an order may ship separately, resulting in multiple shipments to you. Shipment notification will be sent to you via email. With the brands we carry, many furniture pieces have long lead times, whether due to customization or supply chain constraints. For any larger item that is not in stock, we will notify you of the lead time and estimated ship date once provided by our vendors.
If you have questions about stock levels or specific lead times, please contact us prior to placing your order.
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 to us. 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.
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, backordered or custom.
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.
Exceptions
We do not ship to P.O. boxes or military APOs. If you live outside of the contiguous United States (Alaska, Hawaii, Puerto Rico, U.S. Virgin Islands, Canada), additional shipping restrictions and charges may apply. While some delivery types outlined in the Shipping Policy are free, for larger items a delivery attempt will only be made once. If you are not home to receive your delivery at the time you confirmed, you will be invoiced for a re-delivery fee and payment must be made prior to scheduling a second delivery attempt.
Cancellation/Refund Policy
If you wish to cancel your order, please contact us within 24 hours of placing your order to request cancellation. Due to the nature of our business and the products we sell, cancellation requests will not be accepted beyond this 24 hour period. If you have questions about availability of a product or need further information on a product to make an informed purchase, please contact us prior to purchasing and we will get you the information you need. Once your order is submitted to us, we immediately place orders with our vendors for items not in stock and in the case of furniture, submit your order to production so that pieces may be manufactured. Backorders will not be canceled. All backordered items will ship when they become available.
Returns are accepted within 30 days of delivery. Returned merchandise should be in the same condition as when you received it, undamaged, saleable, with original tags and packaging. Larger items delivered via LTL/Final Mile or White Glove carriers will incur a 30% restocking fee. This restocking fee is in addition to the cost of return shipping as noted below. Any merchandise identified as "final sale" cannot be returned. Additionally, the following items may not be returned: custom or made to order items, including furniture and art; mattresses; bedding, towels and bath products; hardwired lighting; floor models/samples; any item damaged through normal wear and tear; any item from the "Sale" category. Demarchelier & Co. reserves the right, at its sole discretion, to determine if returned merchandise outside of the excluded items/categories above is in saleable condition. While we do provide free shipping, customers are responsible for any return shipping costs. Return shipping labels and arrangements will be provided by Demarchelier & Co. and costs will be deducted from your refund. Please allow 14 days to process your return after it has been received by us.
If you receive merchandise that is damaged, please take photos of the packaging, as well as the damage and submit these to us using the return procedure below. Damages must be claimed within 72 hours after delivery so that we can promptly file a claim with our vendors. Customers are not responsible for return shipping costs on damaged merchandise. Once the damaged merchandise is in transit to our return center, we will have a replacement item sent to you.
For returns, please email your return request to returns@demarchelier.co
Be sure to include your name, order number, reason for return and preferred method of contact should we have questions about your request.
Delays
We continue to see unusually long shipping times for furniture and some decor items. Stocking dates/levels continue to fluctuate due to the worldwide manufacturing, shipping and supply chain disruptions. We will keep you updated on these delays to the best of our ability during this time. We ask for your patience and understanding as we strive to obtain and provide this information as it becomes available to us. Should you have questions about specific product availability, please contact us at support@demarchelier.co and we will provide the most up to date information available to us.