Please review our store policies and procedures carefully before purchasing
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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 white glove deliveries will take away the packaging, so if you're considering a return, then please hold onto the packaging. If you cannot salvage the packaging on a white glove delivery we will do our best to work with you. 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: Here. 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, bulk commercial orders or purchases using customer-own-material (COM) upholstery. Floor samples are final sale. Shipping costs and services rendered are non refundable.
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, Defective, or Missing
We always do our best to ensure safe arrival, but items are occasionally damaged in transit or have concealed damage. If your order arrives damaged, defective, or if anything is missing, then please report it within (3) days of receipt. We'll require images of both the product as well as the box and packaging to process the claim. Claims will not be accepted if these conditions aren't met. If your claim is accepted, then we will replace the damaged items, parts, or pay to have them fixed.
Please file a claim here to start the process: Enter Claim
We do not accept any returns or exchanges on custom or special-order furniture, floor samples or purchases using customer-own-material (COM) upholstery.
Returns must be in the original packaging to be accepted.
Limited Warranty. The France and Son warrants to the Customer that the Products will be free from defects in materials and workmanship at the time of shipment of the Products to Customer (the "Limited Warranty"). The Company's SOLE OBLIGATION and Customer’s SOLE REMEDY in the event of a defect covered by this warranty will be, at Company's option, to (a) replace the defective Product, or (b) refund to Customer the purchase price paid by Distributor for such defective Product.
Change your mind about an order? Click Here to submit a cancellation request.
You can cancel your order for a full refund within 7 days of the purchase date if the shipping process hasn't started. After 7 days there will be a 10% restocking fee for cancellations, or we can issue a full store credit with no restocking fee (your choice!). Your order is considered in the shipping process if it has been packed, picked up by a carrier, or shipped. You can no longer cancel after the shipping process has started, so please refer to our return policy for details if the shipping process has already started.
A cancellation request is not a confirmation of a cancelled order. Our team needs to track your order down and try to stop the shipping process before any order is considered cancelled. We will confirm to you if we have sucessfully cancelled an order.
Please note all Custom, Made to Order, Final Sale, and Shipping Service Upgrades are not eligible for cancellation
Assure Shipping Protection
Add Assure Shipping Protection at checkout for added peace of mind to protect against shipping damage and theft.
- Expedited Service: The claim process is prioritized for Assure customers. Without Assure Protection claims can take up to 15 business days. With Assure the it's heavily reduced.
- More Options: France and Son's standard damage policy requires a replacement product; however, with Assure you can get a refund if your claim is accepted.
- Theft Protection: If a package is stolen our standard policy doesn't cover a replacement or refund. With Assure you are insured against this huge inconvenience. Theft Protection is not covered under our standard policies.
- Assure Claims must be filed within 3 days of receipt with images of the damaged item(s) and packaging for damages, and a written explanation for theft.
- File A Claim here
Gift cards are not redeemable for cash. Gift card codes can be used by anyone, so please be careful and keep the code secure. France and Son is not responsible and will not reimburse for any lost, stolen, or unauthorized gift card use.
Shipping Policy and Information
Please double check with our staff via chat, email, of phone to confirm product availability and lead times.
We do our best to ship products as quickly as possible, but sometimes the info presented on our website becomes outdated before we can update it.
We will send email updates with estimated lead times and delays, so please be on the lookout for messages from our team.
Small items will ship via small parcel UPS or FedEx, and large shipments will ship with the freight carrier of our choosing. We'll send shipment and tracking information as soon as any order ships.
Large, heavy, and delicate products are typically delivered curbside or to the doorstep. This means that the carriers will not bring the items inside your space, so we recommend having help to assist you. White glove service is available in most regions for an additional fee, and we highly recommend it if you're purchasing large or heavy products.
High value and large deliveries will typically require a signature. Please inspect your deliveries before signing. If there are any issues, then please note it on the receipt, take photos, and file your claim as quickly as possible. Please refer to our damage/defect policy for more information and instructions.
France and Son is not liable or responsible for any theft or loss that occurs after a delivery.
France and Son has free shipping to most of the contiguous United States.
Shipments outside of the contiguous US will incur additional charges that are quoted on a case by case basis. Additionally, certain contiguous locations may incur additional charges if they're in remote locations out of the range for our carriers. Some items might have high damage rates to some regions, and might require larger minimums to ship safely.
International shipments will be quoted on a case by case basis.
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.
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 email@example.com
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' 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.
STILL HAVE ANY QUESTIONS?
Give us a call: (844) 985-5572
We have a team of dedicated reps that are happy to help resolve any issues.
Visit Our Showrooms to Speak with a Sales Rep:
122 W 18th St, NY NY 10011
1770 W Main St #510, Riverhead, NY 11901