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.
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.
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 firstname.lastname@example.org. 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.
WE'RE HERE TO HELP
Customer Care hours:
Mon - Sat: 9:00 a.m. - 11:00 p.m.
Call us: +1-844-729-4004
Vielle + Frances Headquarters
244 Fifth Avenue, 2nd Floor
New York, NY 10001