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Please review our store policies and procedures carefully before purchasing

Returns, Damages, & Cancellations

Satisfied and happy. That's how we want you to be. But we also recognize that sometimes things happen. If the product you purchased doesn't work for you or it arrives damaged, contact us as soon as possible so we can work towards making things right. Read through the categories below to learn more and find out how to get the cancellation or return process started. We want you to remain satisfied and happy throughout the entire process of working with us.

 

Return Information and Instructions

If you do need to return your product, we will work with you to issue a refund or find a suitable replacement. If you are unsure about your purchase, then please hold on to the original packaging as it is required for returns. Returns must be made within 60 days of receipt, and all products must be new, unused condition with all original packaging and hardware. Returns must be in the original packaging to be accepted. This includes but is not limited to the original box and all interior packaging and wrapping materials. Please note that a fee consisting of the actual outbound and return shipping and handling costs is deducted from all returns. This includes the internal shipping from our distributors to our logistics facility.

To start your return, please fill out our form: Contact Page. Returns cannot be processed over the phone. While we strive to get you your refund as quickly as possible, please be aware that the complete process may take some time. We do not accept any returns or exchanges on custom, special-orders, or purchases using customer-own-material (COM) upholstery. Floor samples are final sale.

Mirrors are special orders that may be denied for returns due to their fragile nature; but we will handle them on a case by case basis.

Damaged or Defective Items

If you've purchased Assure shipping protection please file a claim here: Enter Claim

If you've purchased Guide shipping protection please file a claim here: Enter Claim

For questions about damages please contact cs@franceandson.com

While we always do our best to ensure safe arrival, items are occasionally damaged in transit or have concealed damage. If your order arrives damaged, please report it within (3) days of receipt. We'll require images of both the damaged product as well as the box and packaging to process the claim. We will replace damaged items, parts, or pay to have them fixed. Email cs@franceandson.com for information on how to file a damage claim. We do not accept any returns or exchanges on custom or special-order furniture, floor samples or purchases using customer-own-material (COM) upholstry.

Returns must be in the original packaging to be accepted.

Order Cancellation

Change your mind about an order? Click Here to send a cancellation request.

Cancellations are subject to a small cancellation fee if an item is in stock and ready to ship. If items are not in stock and have not yet shipped from the manufacturer, then there's no fee. If a product has already shipped from the manufacturer, then you are eligible to cancel for a full refund minus the actual shipping costs.

Please note all Custom Orders are not eligible for return or cancellation once items have gone into production.

Product Care

General care

Our products are designed and built for indoor, domestic use (unless otherwise noted as "outdoor").

Dining tables are designed to be a gathering place for meals, and therefore intended to hold lightweight objects. Our dining tables, coffee tables, side tables, and end tables are not to be used as work tables. Placing extreme loads on them will cause damage and overturning. Do not allow children to climb on the tables.

Cabinets, end tables, sideboards, low boards, and case goods are intended to be placed safely against the wall. Bookcases designed as central units must have special consideration taken for their placement in the living space to assure the safety of children.

Floor standing mirrors are to be placed beside the wall and used with anti-skid rubber felt on the base to prevent the mirror from sliding.

Please carefully read through the Installation Manual before assembling the furniture and do not hesitate to call for professional help when needed.

Exercise extreme care during assembly and use the proper tools - for both the safety of yourself and the furniture.

Surfaces and Finishes

Keep all stained veneered surfaces out of contact with liquids. If a liquid is poured on the surface immediately use a dry, soft cloth to soak it up and then use another clean, dry cloth to wipe off any remaining residue.

Avoid using rough or dirty cloth for cleaning as it may scratch the surface and the dirt may be left trapped in the veneer. Pieces with open pore effect finishing are especially at risk for this.

For daily cleaning of stain veneered surfaces, use a clean, dampened soft cloth. Avoid using aggressive detergent, acetone, solvents and abrasive cleaning agents on the surfaces. For greasy surfaces, we suggest wiping standard glass cleaning detergent over the surface, with the grain of the veneer. DO NOT spray the surface with the detergent; dampen a cloth with the detergent first.

Do not place the furniture near a fireplace or in areas above 113°F (45°C) as this may cause damage and deformation of the product.

Matte and Glossy

For all cleaning make sure to use a clean, soft cloth to wipe with gentle pressure. A rough cloth may create minute scratches on the surface of your furniture inviting future damage.

Please note: Our products are constructed with wood base materials like MDF (Medium Density Fiberboard) and wood, and therefore can be very absorbent. Do not have excessive water on the floor while cleaning the space where the piece is housed in order to prevent prolonged or excessive absorption that can cause deformation of the wood and MDF.

Glass, Metal, and Marble

For general care, use a soft, dry cloth to clean off dust. For fingerprints or slightly stubborn stains we recommend using a standard glass cleaner detergent solution that does not contain solvents and/or spirits. Avoid using cloths with rough fibers as they could scratch or ruin the surfaces.

Please note that prolonged exposure of painted surfaces to the sun will cause discoloration and fading.

For marble surfaces, it is important to immediately clean off any dirt or stains that it comes in contact with to assure that the stains do not penetrate into the marble. Cleaning should be done with a soft fiber cloth to take away the dirt or stain, followed by using a clean soft dampened cloth to clean away any remaining residue. For best results, seal your marble.

Privacy Policy

Text Messaging

Text Marketing and notifications: By subscribing to text notifications you agree to receive recurring automated marketing messages at the phone number provided. Consent is not a condition of purchase. Reply STOP to unsubscribe. HELP for help. Msg & Data rates may apply. More info view Privacy Policy and ToS.

Information We Collect

The information that we collect is your name, your e-mail address, and your telephone number for communication purposes; we also collect your invoice and delivery address, so we can send you the purchased goods or a copy of our catalogue and other marketing materials. When you place and order your credit or debit card details may be collected by one of our payment processing platforms (Shopify Payments, Authorize.net, Affirm) and never stored on our end.

  • We are committed to protecting your privacy.
  • We use the latest server technology to ensure this information is protected to the highest standards.
  • We never store credit or other payment card details.
  • If you want us to remove your information, please contact compliance@franceandson.com

Data Protection

There are only four other circumstances where we may share some of your data with others:

  • With agents (including credit reference agencies, credit card clearing agencies, fraud prevention and detection agencies) that we use to process the orders you place with us or assist us in the service we provide to you. In these instances, we only provide them with the information they need to perform their function and they may not use the information for any other purpose.
  • In the event that our business assets are ever sold to or purchased by another company. Our data records are part of our business.
  • To outside research companies whom we may ask to contact you directly for your opinions on our products and services. Again, we only provide them with only the information they need to perform their function and they may not use the information for any other purpose.
  • Data analysis companies, customer support specialists, webhosting companies and fulfilment companies e.g companies that co-ordinate mailings. Such third parties may be provided with access to your personal information if needed to perform their functions but only to the extent needed to perform their function and may not use such information for any other purpose.

All information provided by you will be treated securely and strictly in accordance with the Data Protection Act 1998.

Cookies

We use cookies to help us to administer this website. We will not use cookies in combination with your personal information without your prior consent.

'Cookies' are small pieces of information sent by a web server to a web browser, which enables the server to collect more information from the browser. They are not computer programs, and cannot read other information saved on your hard drive. They cannot be used to disseminate viruses, or get user's e-mail addresses etc.

We use cookies for a number of purposes to allow us to provide some of the mechanisms for online shopping, to see how our website is being used so we can improve the site and to enable traffic monitoring.

STILL HAVE ANY QUESTIONS?

631-270-4560

  •   cs@franceandson.com