FREQUENTLY ASKED QUESTIONS
DO YOU OFFER CUSTOMIZED PRODUCTS?
Yes, we are happy to work with you to find the right design and combination that you are looking for at no additional charge. Please send us a picture so that we can discuss the possible options. If you are interested in a style from our assortment but you would like to add your own personalization (i.e. change the colour, material, direction, or even the size), we can make it possible for you. Please note that special orders take approximately 12-16 weeks from the date of confirmation, and the sale is final. A 20% deposit is required before production starts.
WHAT FORMS OF PAYMENT DO YOU ACCEPT?
We accept debit credit cards, certified cheques, money orders, wire transfers, and cash.
WHAT IS YOUR RETURN & REFUND POLICY?
We understand that sometimes plans may change and you decide to go for another style instead, therefore we try to do our best to accommodate. Décolux accepts returns within 15 calendar days following delivery or store pick-up, granted that the customer meets or acknowledges the conditions below:
The purchased item was not a Special Order, otherwise the sale is final
The merchandise must be returned unassembled in its original packaging and in unused conditions
It is the responsibility of the customer to cover the shipping and handling fees pertaining to the return
In the event that the merchandise is coming back from the USA, please note that brokerage fees and duties will be at the customer’s expense
If the original purchase was granted a “Free Shipping” option, we will deduct the freight cost from the refund
Refunds will be issued for the original item’s purchase price plus all applicable taxes, minus delivery fees (if applicable)
Refunds will be processed based on the original method of payment.
Décolux reserves the right to impose a 20% restocking fee in certain cases
Should you decide to proceed with the return, please contact us at email@example.com to obtain a pre-authorization #.
WHAT IS YOUR WARRANTY POLICY?
Décolux takes pride in working closely with reputable and experienced manufacturers to ensure that the final product is of utmost quality. To demonstrate our confidence, we offer a one year warranty against all manufacturer defects. If a defect is reported, we will do our best to minimize the inconveniences to you by repairing or replacing the damaged part at the soonest convenience. If we are unable to do so, we will issue you a full refund. Before reporting an item as defective, please consider the points below:
Genuine leather is a natural product and every piece has its individuality, hence variations to the colour, tone, texture as well as the presence of scratches, wrinkles, and natural marks are not considered as defects.
Cushions will soften subsequent to normal use, therefore the decrease in stiffness should not be considered as a manufacturer defect.
The warranty is immediately voided towards any item that is altered by the customer
Damages caused by chemical treatments on the leather are not covered by the warranty
Damages caused by pets are not covered by the warranty
Damages caused by abuse and user negligence are not covered by the warranty
To report a defect, please contact us at firstname.lastname@example.org and we will take care of the issue immediately.
DO YOU OFFER FINANCING OPTIONS?
Yes, we have strategically partnered with a major lending institution to offer our clients with competitive rates and approval within 15 minutes. Please contact us for more details!
WHAT SHIPPING OPTIONS DO YOU HAVE?
We offer several transport options depending on your region (curbside delivery, delivery inside your home, etc.). Contact us for an estimate of the transport cost. In-store pickup is also available. It is the customer's responsibility to verify the dimensions of their space before delivery to ensure that the furniture fits through the corridors and entrances.
HOW LONG WILL IT TAKE FOR MY ORDER TO BE DELIVERED?
All items are owned and stocked in our Montreal warehouse, which means that we do not source them through a third party vendor as some companies do. Normally an order is dispatched 24 hours following payment and confirmation. Below is an estimate of the time in transit per region:
Greater Montreal: 1-2 Business Days
Greater Ottawa/Gatineau: 1-2 Business Days
Quebec City: 1-2 Business Days
GTA: 1-2 Business Days
Upstate NY: 2-3 Business Days
Vermont: 2-3 Business Days
MB & SK: 3-4 Business Days
AB & BC: 5-7 Business Days
Customized orders will take between 12-16 weeks.
IS THERE ANY PROTECTION TO THE FURNITURE TO AVOID DAMAGE DURING TRANSIT?
Please rest assured that we take extra precautionary steps to ensure that the merchandise arrives to your door intact:
First layer: Thick foam bag to help absorb impact and vibrations
Second layer: Strong carton packaging to further reduce impact
Third layer: Cover with woven bag to prevent possible scratches
CAN WE SEE THE PRODUCTS IN PERSON?
Absolutely. In fact, we encourage all our customers to come see and feel the merchandise physically to ensure that the style meets your needs. Please call us or email us at email@example.com to schedule an appointment!
DO YOU SELL OUTSIDE OF CANADA?
Yes, we also make our products available to the USA. There will be an additional 15% charge to cover the duties as well as cross-border brokerage fees.