At Lord & Lady it is our intent that you have a completely satisfying experience. Our design team personally makes product selections to exceed expectations, but we understand you may need to make a return.
We stand behind our products 100%. We work with and select partners we believe to be unique in the marketplace. We’re confident that the design details, quality, and safety of our merchandise will meet, if not exceed, your expectations. We care about your satisfaction and our Customer Care and Store Teams are always here to help.
HOW TO RETURN MERCHANDISE
We hope you love your selections as much as we loved designing and acquiring them. If you're not completely satisfied with your purchase, we’ll gladly offer you an exchange or refund for most of our merchandise within 30 days from receipt of product or purchase from the store. Proof of purchase is required for a refund.
You can return most non-furniture items to the Amelia Island Lord & Lady store for free. To return your item via mail or pick-up service, please complete the RETURN FORM to start the process.
Once your return request is processed you will receive a return authorization (RA) number. Please note the RA IS REQUIRED IN ORDER TO RECEIVE A REFUND, REPLACEMENT, OR REPAIR.
Lord & Lady does not accept returns on the following items: custom upholstery, cribs, floor model furniture, swatches, open wallpaper, wallpaper swatches, custom orders, Art Collection, or final sale items.
Returns are refunded in the original payment form for the merchandise price, less shipping and handling. Shipping and handling charges are non-refundable, unless the item received is damaged, defective or incorrect. Taxes charged are refunded in accordance with state and local laws. Returns sent via USPS that arrive with postage due will be returned to sender.
A one-time price adjustment is offered when an original sales receipt or proof of purchase is presented within 30 days of order delivery or purchase from a store location.
Most items may also be exchanged at or returned to our store location, if accompanied by a receipt or proof of purchase. Furniture items cannot be returned at our store.
Delivery fees are non-refundable and prior purchases are not eligible for price adjustments. Returns with a gift receipt will be refunded in the form of a Merchandise Credit for the amount on the gift receipt. Returns with the original receipt will be refunded in the original form of payment. Cash and check refunds over $100 will be processed (please allow 14 business days) and issued as a company check and mailed to you.
STOCKED NON-FURNITURE ITEMS
We accept returns for non-furniture items within 30 days of delivery or purchase from a store, with a receipt or proof of purchase. We regret that we are not able to cancel orders for in-stock merchandise once they have been transmitted to our fulfillment center.
Furniture is carefully inspected prior to shipment, and we ask that you inspect your pieces upon receipt. For items received via White Glove Delivery, your signature is required at the time of delivery. If a defect is discovered, please contact our Customer Care team at firstname.lastname@example.org. Furniture that is refused due to size will be exchanged for merchandise or store credit only. We regret that we are not able to cancel orders for in-stock merchandise once they have been transmitted to our fulfillment center.
Please note that a restocking fee of up to 25% of the product price may be charged. Additionally, no furniture returns are accepted in store.
FURNITURE DAMAGES & RETURNS
Damages to the merchandise while in transit or defects in manufacturing are rare, but occasionally they do occur. In the event that your custom furniture arrives with any sort of damage or defect, we’ll make it right. We ask that you fully inspect your furniture at the time of delivery and note any imperfections at that time of receipt, so that it can be recorded in your furniture delivery documents.
If you refuse your furniture delivery due to damage or manufacturing defect, the furniture will be brought back to the local delivery terminal. We will then review and evaluate the condition of the piece, so that we can determine how to resolve the issue to your satisfaction. We ask that you please call our Customer Care team at (Store Phone Number), or email us at email@example.com, if there are any issues at all with your furniture delivery. We’ll assist you promptly.
Custom order items are made to order especially for you and may only be canceled or changed within 24 hours of submitting the order. We do not accept returns on these items.
FINAL SALE & CLEARANCE ITEMS
Please note that Final Sale and Clearance items cannot be returned or exchanged except for manufacturing defect.
Questions? Contact our Customer Care team at (Store Phone Number) or firstname.lastname@example.org, or visit the Amelia Island store.
Custom furniture orders may be canceled within 24 hours of submitting the order. Please call (Store Phone Number).
We regret that we are not able to cancel orders for in-stock merchandise once they have been transmitted to our fulfillment center.
When you submit your order online, it is instantly entered into our database, your order confirmation email is sent, and your payment is verified by our system. Within an hour or so, your order is transmitted to our fulfillment centers and can no longer be modified in any way. We hope that in most cases this expedited order process works to your advantage; however we recognize that it can make it difficult to cancel or modify your order.
If we are unable to cancel your order, you can always return your order to us for a full refund of the merchandise value.
In some cases, it is possible to cancel backordered items on your order, since they are not scheduled for immediate shipment. To speak with our Customer Care team to inquire about canceling or changing an order that's already been placed, please call us at (Store Phone Number) or email us at email@example.com.
PROCESSING & DELIVERY TIMES
STANDARD DELIVERY & PROCESSING
Most purchases are shipped to arrive within 10-14 business days upon receipt of order. As closely as possible, the rates that we charge for shipping and handling fees at checkout are an accurate reflection of the rates that we incur from our shipping partners to safely package and deliver your order, and ensure that it meets the highest expectations. If you have any questions or concerns about how shipping and handling fees are calculated on your order, our Customer Care team will be happy to assist you. Please feel free to contact us at firstname.lastname@example.org or call us at (Store Phone Number). We are available to assist you Monday through Thursday from 10am to 6:00pm (EST), Friday and Saturday from 10am to 7pm (EST) and Sunday 11am to 5:00pm (EST).
Note: Items ordered together may not arrive together. We currently ship to the US only. Unfortunately, we do not ship to PO or APO Boxes at this time.
We will expedite orders for in-stock items. Rush delivery rates apply.
Rush service is not available for oversized items, out of stock items, upholstered furniture and cribs, and is not available for shipments outside the continental US. Business days do not include holidays. We are not responsible for, and are excused from, performing due to events outside of our control, including but not limited to weather-related delays, work stoppages or delays, or other unexpected circumstances.
& ADDITIONAL DETAILS
SHIPPING TO ALASKA & HAWAII
For shipments to Alaska and Hawaii, call our Customer Care team at (Store Phone Number). Expedited delivery and freight delivery is not available to these areas. Please note that some oversized or heavy items cannot ship outside the continental US.
PO BOXES & APO BOXES
Sorry, but we do not ship to PO or APO Boxes at this time. All orders must be shipped to a physical address.
Most of our furniture items will be delivered inside your home by White Glove Delivery service providers, who will bring the item into your home (up no more than two flights of stairs), unpack it and remove all packaging. For added convenience, all packing materials will be removed. White Glove Delivery does not include assembly. Headboards will be unpacked but not attached to existing bed frames. White Glove Delivery service includes a call from our delivery carrier to schedule delivery to your home.
We ask that you inspect your delivery upon its arrival, and provide a signature upon receipt. If you have any questions about how your furniture item will be shipped and delivered, please call our Customer Care team at (Store Phone Number) or email us at email@example.com.
We make every effort to display the most current and accurate product inventory information. If an item is not available for immediate shipment, you will see a future shipping date when you view that item in your shopping cart.
We will notify you directly in the event that a product's availability date changes.
This additional charge is listed with the product price on the product details page and in the cart. This charge is also indicated by a truck symbol following an item's price in our catalogs.
Lord & Lady Gift Cards ship free of charge unless 2nd Day or Next Day shipping is requested. There is a $5 charge for 2nd Day service and a $10 charge for Next Day. Online Gift Cards are also available for delivery via email free of charge.
Fabric swatches ship free of charge via USPS.
All prices in our catalogs and online are in US dollars and are subject to sales tax in accordance with state and local laws. Availability, prices and delivery rates are subject to change. There may be errors in the prices, descriptions or images of certain merchandise, and we must reserve the right to restrict orders of those items. Lord & Lady has made every effort to ensure accurate information is presented in our catalog and on our website; omissions and errors are subject to correction.
Please keep in mind that monitors display colors differently. Colors on products you receive may vary slightly from the image you see on your screen.