Placing An Order
- Place the item(s) you wish to order in your shopping cart by clicking on the "Add to Cart" button located next to the product image. A pop up screen will confirm that your item was put into the shopping cart. You have the option to "continue shopping" or proceed to "checkout" When you're ready to complete your order, click "Checkout" from within your shopping cart and follow the instructions. You may also complete your order by calling us at 1-877-848-9596 Monday - Saturday 9am - 7pm EST. After your order has been successfully processed you will received two emails, the first email will be your order confirmation and your second email will be when the order ships. To check the status of your order, you may click on "order status" at the top left hand corner of our website or you may call us at 1-877-848-9596. Vielle and Frances does not accept orders placed via e-mail, live-chat, fax or mail. These methods are not secure.
Order ConfirmationOnce your order has been received and confirmed, an order confirmation email will be sent to you with details of your purchase. Please use that email confirmation as your receipt of purchase. An additional email will be sent once your order has shipped. You will be notified via email if there are any delays to your order.
All orders take 3-5 business days to process. Orders placed after 12PM EST will begin processing on the next business day. If you have created an account, your account profile displays the ongoing order status of all your orders and several other details regarding your account. To access your account, click on the 'My Account' tab at the top right hand corner of the website. Enter your account email and password.
If you have not created an account and would like to check the status of your order. Please click Order Status
Change of Address
To change your shipping address or billing address on your unshipped order(s) please log into 'My Account' and click on 'Address Book'. Please note, billing addresses that are changed after an order has been purchased will be reset to the order processing unit and a new estimated ship date will be noted on your account.
Custom Orders / Made To Order
All custom furniture and accessories are made in Indonesia. All custom orders take 12-16 weeks to produce. This does not include shipping time which may take up to 12-14 weeks after item has been produce. If your order is using COM (Customers Own Material) production time will not begin until COM has been received by Vielle and Frances. All custom orders over $10,000 must be paid via check. Please make checks payable to "Vielle and Frances, Inc.". Please note: all payments made via check must clear before production can begin on your order. You may check the status of your order online 24/7 by clicking here
Shipping & Delivery
Domestic Shipping - USA & Canada
When placing an order, we will estimate shipping cost and the delivery time frame based on the availability of your items, delivery destination and the shipping option you have chosen. All furniture orders take a minimum of 8-10 weeks for delivery. Home Decor, Rugs, Pillows and Lighting take a minimum of 6-8 weeks. All custom orders take up to 12-16 weeks for production (this does not include shipping time). All custom orders are estimated to take up to 12-16 weeks for delivery after production time has been allotted. Please note: Estimated shipping dates notated on orders are not guaranteed and may vary. Occasionally, the shipping cost listed on your order may not be accurate due to packaging weight and dimensions. In this case, we will attempt to contact you via email or phone to approve any additional charges, however if we do not receive a reply within 3 business days, we will cancel the order and issue a full refund. If you would like an estimated shipping cost, you can enter the items into your cart and then scroll down to our shipping calculator. Enter your city, state and zip code and select a shipping method and the system will return the cost. Occasionally, as mentioned above, there may be a discrepancy if the item is oversized or if you are ordering a large quantity of items that require a large box, but in most cases, this amount is accurate.
FREE SHIPPING & UNLIMITED SHIPPING
Free Shipping or Unlimited Shipping on any order will take a minimum of 8-12 weeks for delivery. Estimated shipping dates are not guaranteed. Any item shipped separately from the total order will eliminate unlimited shipping charge and all items will be billed separately by weight and dimensions.
Time Specific or Expedited Delivery
Time Specific Deliveries or expedited orders are subject to an additional processing fee of $200 on furniture and $100 on accessories plus the additional cost of expedited shipping. Homes that require "walk up" with more than 1 flight of stairs are subject to an additional fee of $95 per additional flight. Additional charges may apply depending on weight and dimensional weight. We will notify you of any additional charges before shipping. When calculating actual ship date, please do not count Saturdays, Sundays or Federal Holidays. Please note: Orders using the free shipping method can not be expedited.
Delivery dates and times are not guaranteed but are our best approximation and will vary with specific requests such as custom ordering, gift packaging and monogramming. Most large, over sized or fragile items, as well as certain items that require extensive assembly or setup, must be delivered via White Glove delivery service. If your order shipped with a White Glove service, you will be contacted for an appointment by the White Glove delivery agent ahead of time so that you can plan your schedule accordingly. Once you receive a shipping notification email, a shipping company representative will call you within two to three weeks to schedule a delivery time. If you anticipate or require a delayed shipment, please contact customer service at 1-877-848-9596 or email email@example.com. Please make sure to inspect all furniture upon receipt & after assembly. Vielle + Frances and our White Glove service provider cannot be held liable for missing boxes (pieces) or any damage to the product after a shipment has been signed for as complete or damage free.
White Glove Delivery Options
White Glove Bronze
Bronze service level provides two-man delivery, to inside the threshold of your residence. If you live in a home with a garage this means the product will be left in your garage or driveway. If you do not have a garage the product will be left in your front entrance, or driveway. The product will be left in the original packaging.
White Glove Silver
Silver service level provides two-man delivery, to your residence to the location you choose. If you need the product moved up any stairs please contact us*. The product will be left in the original packaging.
White Glove Gold
Gold service level provides two-man delivery, to your residence to the location you choose. This service includes carrying the product up two flights of stairs from the building threshold (4-15 steps = 1 flight). Once the product is in the location you desire, the shipper will unpack the product and provide basic setup that requires no tools (i.e. will set pieces next to each other, or on top of each other). The shipper will also remove and dispose of all packaging.
White Glove Platinum
Platinum service level provides two-man delivery, to your residence to the location you choose. This service includes carrying the product up two flights of stairs from the building threshold (4-15 steps = 1 flight). Once the product is in the location you desire, the shipper will unpack the product.
Refusal of Shipment
Once an order has already shipped, it cannot be cancelled, changed, rerouted or redirected. If you would like to return the item, you will need to follow the "Return An Order" procedure. If delivery is refused without prior written consent from Vielle + Frances, you will be liable for a 100% of the merchandise regular price value, a $150 refusal fee plus all shipping charges to and from Vielle + Frances. If we do not receive disposition within 5 business days of the original notification date of refusal, the freight will be placed into storage and billed at a rate of $50.00 per calendar day for 30 calendar days, after which it will be disposed.
International orders take 7-10 business days for processing. For us to correctly process your international order, you may be asked to provide additional identification. You will be contacted by email in regards to these requirements. International custom orders may take up to 16-18 weeks or longer. Non-custom orders may take up to 14-16 weeks. The Order Processor will notate your account with an estimated shipping time based on your location, weight of item and shipping preference. All shipping fees charged are only estimated shipping cost. The final shipping fee will be calculated prior to shipment.
Please note: Shipping costs are not landed costs. Customers are responsible for any applicable duties, taxes or fees imposed by their country or the carrier on their behalf to get the package through customs. International customers are responsible for all applicable duties and taxes. Please check with your local customs office for detailed information. Customs, import duties (if any) and local taxes are assessed when the package arrives in your country. These additional fees are the responsibility of the recipient. It is our policy not to lower values of goods shipped.
Returns and Exchanges
We will gladly accept the returns or exchanges of new, unused and undamaged merchandise within 3 days of delivery receipt. Returns within 3 days of receipt are subject to a 35% restocking fee and the customer will be held responsible for all freight on returns. We do not accept returns or exchanges after 3 days of receipt. There are no returns, cancellations or exchanges on custom made items, custom upholstery, personalized or monogrammed items, sale items, floor/showroom sample sale items, clearance items, closeouts, discontinued items, items purchased using a discount or promo code, free shipping or reduced shipping promotion. After your approved returned item has been received by us and has been approved for a refund or exchange, you will be notified via email of our receipt and decision of your return. All refunds may take approximately 15-30 business days to show up on your credit card statement. Exchange may take approximately 6-8 weeks depending on the availability of the product.
Order Cancellation Policy
You may cancel an order for a full refund with 24 hours from the date and time you placed the order. We cannot accept order cancellations on any custom made product, closeout, clearance, discontinued or items purchased on sale. All sales on such items are final. All order cancellation requests must be completed online by filling out an ORDER CANCELLATION REQUEST FORM within 24 hours of your original order to avoid a 35% cancellation fee. If you cancel an order after 24 hours you will be charge a 35% cancellation fee. If an order has been shipped you will be charged a 35% restocking fee and the freight charges to and from Vielle and Frances warehouse. These cancellation fees can not be waived. If your item is on back order you will be required to cancel your order within 24 hours of notification email of the back ordered item or within the time frame given upon notification.
REFUND & CREDIT POLICY
All credit card purchases will be refunded back to the original credit card that the merchandise was purchased on. Refunds may take up to 10-15 business days to show up on your credit card. In the event the original credit card is not available, Vielle + Frances will issue a store credit in the form of a Gift Card. There are no refunds on shipping and handling charges. Only the price of the product will be refunded less 35% restocking fee and or 35% cancellation fee.
File a Return or Damage Claim
To initiate a return or to file a claim, follow the steps below:
1. Click on the 'My Account' tab at the top of any page. You may need to sign in. If you do not have an account and you need to file a return or claim please click here to be directed to the "Request an RMA" page. Please note: Return requests and claims must be approved prior to any return of an item. We do not accept returns without prior authorization.
2. Click on the 'My Returns' tab on the left hand menu.
3. Select the order in which you would like to return from the drop down menu and click 'Return'
4. Complete the online form and click submit. If this is a damage, wrong color, wrong item claim, you are required to upload photographic evidence within 24 hours of delivery.
Please note, we do not accept return requests via email, phone, fax or mail. All returns must be filed online within 3 days of receipt of merchandise. Upon approval, Vielle + Frances will issue a return merchandise authorization number (RMA) and our return address. Please do not return items to the original address the items were shipped from.
DISCLAIMER: In the event that a return becomes damaged on its way back to the return destination, Vielle and Frances will inform the customer via email or phone that the item was received damaged and hold the product for up to 10 days. It is the customer's responsibility to file a claim with the shipping carrier and instruct Vielle and Frances concerning what to do with the damaged product. If Vielle and Frances has not received notification or response from the customer within 10 days, the item will be donated or destroyed and no refund will be provided.
Damaged, Defective or Incorrect items
In the event you receive a damaged, defective or incorrect item, you must file a claim online within 24 hours of receipt of order. All damaged, defective or incorrect items must be inspected by a claims representative within 24 hours of receipt and photographs must be taken of the damaged, defective or incorrect item and uploaded to the online claims form. The Vielle + Frances quality control department will process the claim if all of the following steps are taken:
a. Notation of obvious damage on the carrier's delivery document;
b. Retention of all cartons and packing materials;
c. Notification to Vielle + Frances via Online Claims Form within twenty-four (24) hours of receipt of goods;
d. Cooperation with Vielle + Frances instructions for processing the claim.
All claims may take up to 90 days. Customer is responsible for furnishing adequate information to permit Vielle + Frances and the carrier to investigate claims. Such information will be upon request of either Vielle + Frances and the carrier. Customer agrees that if a claim for loss or damage has been paid, customer waives all rights to file further claims on that particular order.
Payment, Pricing and Promotions
We work hard to ensure the accuracy of pricing. Despite our efforts, pricing errors may still occur. If an item's price is higher than the price displayed, we will cancel your order of that item and notify you via email of the cancellation. In the event that an item is listed at an incorrect price or with incorrect information, Vielle and Frances, Inc. shall have the right, in its sole discretion, to refuse or cancel any orders placed for that item.
Vielle and Frances carry many products from different vendors on our Web Site. In some cases, merchandise displayed for sale on our Web Site may occasionally be out of stock or may be discontinued without notice. All prices and services featured on our Web Site are quoted in U.S. Dollars, are valid and effective only in the continental U.S. Every effort has been made to ensure the accuracy of prices, item numbers, availability and dimensions, however, we cannot be responsible for typographical errors. We reserve the right to correct any errors or omissions.
Price Changes & Stock
Prices are subject to change without prior notice. Availability is of merchandise subject to change at any time by Vielle + Frances. Please call the customer service at 1-877-848-9596 before ordering to verify current prices. Quantity may change subject to availability.
Items in your Shopping Cart reflect the current price displayed on the item's product details page. Please note: This price may differ from the price displayed when the item was first placed in your Shopping Bag.
We pride ourselves on offering merchandise at values our customers just can't pass up. Sale prices are valid on in-stock merchandise only and can not be combined with any other offer(s).
General EmailsCustomer Service: firstname.lastname@example.org
Technical Support: email@example.com
Customer service representatives are available via Online Live Chat Monday - Friday 9am - 5pm EST
Vielle and Frances, Inc.
1345 Avenue of the Americas
New York, NY 10105
Privacy and Security
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