SHIPPING & RETURNS POLICY
Returning your Item
ITEMS WITH DISCOUNT ARE CONSIDERER " FINAL SALE" NOT ELIGIBLE FOR REFUND.
We only accept returns on eligible items indicated below. Please carefully check the list below to ensure your item qualifies before reaching out for a return. We ask that all requests for returns are brought to our attention within 7 daysof receiving the product. Please reach out to our customer service associates for approval of your return and to initiate the return process.
Shipping costs to send the item back to our store warehouse will be the responsibility of the buyer. Once products have been received back at our warehouse, they will be inspected to ensure they are in their original condition and packaging. Products are to be unused. Refunds will only be processed to store credit within 7 - 10 days from the date of receipt. Returns are for store credit only.
In most cases, a 15% restocking fee and/or damage fee will be charged to the client. Please ensure the item has been packaged carefully and correctly for shipping.
Do not ship items back to our store warehouse without pre-approval, as we will need to review returns on a case-by-case basis. We do not accept returns on all items due to cost and space reasons.
Items Eligible for Return:
- Plug-in lighting purchased in-store
- Small accessories
Items Ineligible for Return:
- Custom or made-to-order items, including artwork and furniture
- Final sale Items
- Items buying on SALE ~ Promotions
- Medium/large furniture items (dining tables, dining chairs, armchairs, sofas, cabinets, sideboards, nightstands, beds and any other items over 20 lbs)
- Bedding (including throws), Candles
- Hardwired lighting
- Floor model and as-is items
- Items damaged through normal wear, such as sun exposure, humidity, or other natural factors
Online orders can be canceled within 24 hours for no charge. A cancellation request after 24 - 48 hours incurs a 15% restocking fee to the client. After 48 hours, online orders cannot be canceled and are subject to the final sale policy.
Items eligible for return or exchange: Items that arrive damaged if notified within 48 hours of delivery or pick-up.
We do not honour prices for previously placed orders, purchases made in our shop, POS purchases, or backordered items. You are welcome to wait until our promotional periods to purchase your items.
ITEMS IN STOCK AND READY TO SHIP
IN STOCK & WAREHOUSE ITEMS
If in stock at our warehouse, most pieces ship within 2-4 weeks of order receipt, unless otherwise specified. We strive to have all in stock items shipped as quickly as possible. Please feel free to contact us if you’d like to know if an item you’re interested in is in stock.
SHIPPING CANADA :
DELIVER GTA RANGE 5-10 DAYS
WE SHIP TO OTTAWA, MONTREAL & QUEBEC 7- 15 DAYS.
REST OF CANADA USUALLY TAKE 10- 15 BUSINESS DAYS AFTER SHIPMENT FREIGHT COMPANY PICK UP FROM US.
SHIPPING USA : AFTER CUSTOMS CLEAR IS DONE TAKE ABOUT 15 - 20 DAYS, DEPENDING OF POSTAL CODE and DISTANCE.
Please allow 5 days to Handling and Packing the orders to USA for Safe Arriving.
WHERE WE SHIP
We ship across Canada and the mainland USA
If you are shipping to a remote or rural location, please be advised there may be additional delivery fees. We will contact you with a quote after your order is placed. Feel free to reach out prior to placing your order should you have any questions or concerns.
Curbside delivery is delivered by a third-party freight company and will be adhering to all Covid-19 safety standards. This means your order can be delivered to a main entrance, garage or driveway.
IN - STORE PICKUP
***We offer free in-store pick up with in 7 days of purchase from our Mississauga Warehouse. Please note this option is currently only available to local GTA customers. We will contact you once your order has been received and is ready for pickup.
***Kindly note that CASA CHIC is a small local business with limited warehouse storage available. We are happy to hold onto your order for a few days, however, If you NOT pick up your order in a timely manner, after eight weeks, we will be forced to resell this item to recoup our costs for storage and administration fees.
For delivery items for which we are not provided a tracking number, after the order item reaches your local area, the delivery company may contact you via phone, email or text to schedule a delivery date and time that works for you. Some items will require a signature to complete the delivery.
PRE ORDER ITEMS:
We direct import from abroad and have shippment containers arriving every 3 months, we work with many suppliers at same time, status will depend usually when your order was place and if the item is coming is on the way, or the next one. If you need Exactly date prior to order send us an email for more accurate info. Many Items pre orders when coming are already sold out. In this case if you order after item was sold out, it will come in our next shipment.
ABOUT SHIPMENT DELAYS:
Although it may not be as high right now as it was during the first wave of Covid, all ports are currently facing huge congestion problems due to the still very active impacts this has had on our manufacturing and transportation sector.
PLEASE NOTE SHIPMENT FROM INDONESIA TYPICALLY RANGE TO CANADA BETWEEN 2 UP TO 3 MONTHS.
Many manufacturers are still quoting 1 year lead times whereas in the past they might have been able to produce in 30 - 90 days. Add on material shortages preventing production lines from running at 100%, and the lack of available truck drivers that we rely upon for the transport of goods, which extends further the delays and increases costs, and you have a real web of challenges to get items to clients.
This obviously has made it very difficult to keep up with the customer service around delays and we are working a huge amount to try to keep up. It's a time in history that has never happened before in terms of shipping and manufacturing challenges, as crazy as this sounds it's truly unfortunate for all of us.
This situation does not touch only our small business, but a very wide range of retailers. We want to reassure you that we are very confident with our commercial partners, and we know they are working tirelessly to ensure we get our shipments as fast as possible so that we can deliver your items to you ASAP for you to enjoy!
We are sorry for this inconvenience; we know this is not ideal. Unfortunately, these delays are out of our control, but we will send you an email when we receive your items or have tracking information for shipping to your door.
We appreciate your patience and understanding.
CUSTOM & MADE TO ORDER ITEMS
Many of our large furniture pieces and artwork are custom/made to order. For estimated shipping timelines please refer to product pages. Due to their custom nature, all made to order pieces are final sale.
BEFORE YOU ORDER
Please measure every entryway into your home and into the desired room. It is your responsibility to make sure the item(s) will fit into your space. This is especially important when ordering furniture, and fixtures as these items tend to be the hardest to get into one’s home.
If you live in an apartment building, please also measure your elevator and staircases.
If items do not fit into your home, we do not refund delivery and the item(s) are bound by the specific item’s return policy.
RATES & SERVICE
Our shipping costs are calculated by size, shape, weight and distance of shipping address. Your shipping fee should be added to your cart at checkout after a postal or zip code is entered. There should ALWAYS be a shipping cost for each order. If there is no shipping fee added at your checkout session, our team will contact you with the proper price to ship your order to you. There is a cost to the customer for shipping for ALL orders.
If you order need to be shipped and If you have select Pick Up at Check Out we will contact you when you order is ready to add the shipment cost to your order.
**Although Pick up is always free at our Mississauga Warehouse only by appointment.
***Kindly note that due to complications due to COVID-19 on the manufacturing and shipping industries, as well as vessel, container, vehicle and driver shortages, all shipping rates provided at time of checkout are ESTIMATES and are subject to change. Shipping rates change daily and we, as a local business, are committed to providing you the best possible rates.
DELIVERY COST DISPLAY AT CHECK OUT:
*TORONTO & GTA 140 CA
*WHITE GLOVE GTA: 250 CA
*ONTARIO OUTSIDE GTA up to 200 KM from Mississauga 180 CA
*OTTAWA & SURROUNDING 199 CA
*CANADA WIDE FLAT RATE 290
*CANADA WIDE WHITE GLOVE 400
**USA FLAT RATE 399
US CUSTOMS & DUTIES
Customers are responsible for all import taxes, duties, carrier fees, and custom declarations. You will be contacted prior to or on delivery to complete any necessary payments. Any rejected orders due to customs and duties will be shipped back to our warehouse at your expense and may be refunded in the form of a store credit. If there is a refund amount, the refund will be the original amount, less return shipping, duties, and brokerage, a handling fee charge, and less a 15% restocking fee. If applicable, a refund will be processed within 5 business days once we have received the pieces back at our warehouse.
WHITE GLOVE DELIVERY DEPOSIT
It is recommended that all larger furniture pieces be delivered with our White Glove delivery service providers. If you've selected White Glove as your shipping method, they will unpack each item, place it in your room of choice, provide assembly, and remove all packaging from the property.
Please contact us if you require WHITE GLOVE DELIVER to :
Once you receive your piece, you are responsible for inspecting the item and pointing out any damages you find before signing the docket. Before the White Glove representative leaves your location, they will require a signature confirming that you acknowledge there was no damage to your order. If there is damage, please note any specific impairments on the Proof of Delivery form before signing. If signed without note of damages, CASA CHIC will not be responsible for any damage or imperfections you may find and will not provide any compensation. White Glove shipping provides the highest peace of mind for your furniture investment.
Kindly note, White Glove delivery is unable to remove or move existing furniture, mount art, remove or hang lighting or mirrors, connect any electrical items, or make any other modifications to your home.
For all White Glove delivery, a DEPOSIT will be charged at time of checkout. Once your order has been placed, we will contact you via email with the final White Glove shipping total cost. To ensure a safe and quick delivery, be sure to follow the below:
- Clear or move any existing furniture that may block entrances, doorways, and staircases
- Ensure your rugs are set in place
- Remove any frames or artwork from walls that may be susceptible to damage
- Secure any low-hanging light fixtures
- Remove any doors that may be necessary
- Place any pets in another room of your home
If you live in a building that requires the use of an elevator, be sure to book its use in advance. Please measure the opening and height of the elevator door to ensure pieces will fit.
During the winter season, please clear all driveways and walkways of snow and ice to ensure the safety of our delivery team and the security of your products.
***Kindly note that natural and organic materials, such as our beautiful wooden pieces, are subject to variations and imperfections that add texture and layers to the story of the piece. These variations can occur during the manufacturing process, or while in your home as they adjust to the temperature and humidity of your space and climate. These variations are not considered defects and, therefore, are not classified as items eligible for return or damage claims.
When submitting a request to have your item considered for a damage claim, please remember to be kind and courteous to our customer service representatives. They want to ensure you have a positive customer service experience, so please treat them kindly and with respect!
Damages to the merchandise while in transit or defects in manufacturing are rare but occasionally do happen. If your product arrives damaged, please email us at firstname.lastname@example.org within 48 hours of delivery with a detailed and clear description of the damages in question, include your order number, shoot and attach multiple clear, in-focusphotos of the damaged product and any damages to the original packaging, including the box in which it arrived. Please take multiple in-focus, close ups and wide-angled, full product photos in order for us to easily and clearly reference the damages reported. If we do not receive the required information / images we will have to deny your claim.
Please fully inspect your furniture at the time of delivery and communicate any damage or defect to our customer experience team within 48 hours of order receipt, so that we may file a damage claim with our manufacturer and include it in your delivery documents.