Willoughby Velvet Sofa

• HAUTE HOUSE HOME SHIPPING POLICY

All Haute House Home product pricing includes shipping within the Contiguous USA (excluding Hawaii and Alaska). For locations other than the Contiguous USA please Contact Customer Service at info@hautehousehome.com.

• HAUTE HOUSE HOME RETURN POLICY

Haute House Home products are all made to order and we do not keep stock. We put considerable time and energy into each one of the pieces that leave our workshop. We are a small business with the aim to keep costs affordable for the customer. Haute House Home does NOT accept returns or exchanges except for in the case of faulty craftsmanship.

If Haute House Home accepts a return and there is a refund that is due, it will be in the form of store credit only.

• LEAD TIMES

Our current production lead time is 8-12 Weeks (2 to 3 Months). Everything is made to order, we do not keep any stock. Depending on the shipper used, delivery may take 2 to 4 weeks from the date of pick-up. Please contact us if you have a deadline to meet or need your order delayed.

• ORDER CONFIRMATION AND EXPECTED SHIP DATE (ESD)

Once the Confirmation and Payment has cleared, HH will put the order into the Production Schedule. It is essential that you review your receipt for accuracy and notify HH of any discrepancies within seven (7) business days of receipt. HH will make every attempt to meet or exceed the ESD; however, lead times are meant as a guideline. HH is not liable for ship dates that exceed the quoted ESD. Contact HH if you have not received an ESD or if you have questions or issues that need clarification.


 • RUSH CHARGE

A “Rush Charge” is an upcharge for completion of an Order sooner than the quoted ESD and/or a guaranteed Ship Date. An upcharge fee will be determined on the ESD requested and will apply to each item that is requested to be rushed. Rush Orders will only be accepted if there is room in our production schedule to accommodate it.

• REVISIONS AND CANCELLATIONS

Revisions to Orders will only be accepted within two (2) weeks of order placement. Depending on the revisions made, there may be additional charges and/or the ESD may be affected. For Online Orders, cancellations are only accepted within seven (7) days of original order date. It is the customer’s responsibility to contact HH in writing, or speak with a customer service representative, for a cancellation request. Online Orders will not be refunded after 7 days have passed and/or production has started.

• SHIPPING

Once a product has left our dock with any carrier it becomes Customer property. HH is not responsible for shipping damage or delays by the freight company. When a product is received, it is the Customer’s responsibility to open and inspect the product.By signing for your furniture you agree that your furniture arrived in new retail condition with no damages. If you suspect damage, take pictures of the packaging and all product damage. For White Glove Deliveries: If the product is damaged, it is the customer's responsibility to refuse the shipment at the time of delivery. The customer needs to note any damages on the carrier's Bill Of Lading, take photographs of product damages and the packaging, if available. If damages are not listed on the BOL, then it will be impossible for a damage claim to be filed with the shipper. If the shipment is not refused at the time of delivery, HH is not responsible for the length of time it takes for the shipper to handle repairs, or to attempt to pick up items(s) and return them to HH for repairs. For Curbside Deliveries': If you suspect damage, take pictures of the packaging, all product damages, and notify the shipper. In this case, retain all of the packaging for shipping at a later time. It is the customer's responsibility to file a claim with the shipper for any damage. Please carefully review the Weights and Dimensions section below.

• WEIGHTS AND DIMENSIONS

Measurements of products are listed online; it is the customer’s responsibility to verify the standard measurements fit their needs. Variations from the listed Weights and Dimensions may occur because of tailoring methods. Contact HH customer service if the products cannot exceed certain measurements. HH is not responsible for items that do not fit through exterior or interior doorways, hallways, stairs, windows, etc during the shipping and delivery process. Measure carefully to ensure that each product will fit through these restricted-space areas. Adjustments for some restrictions are possible if they are known prior to frame construction. Adjustments will be an up-charge. Any Customer-requested change to the listed Weights & Dimensions requires Customer to specify all dimensions of the product. Errors that may result from incomplete Customer dimensions are the Customer’s responsibility and additional charges may result. 

• FABRICS AND LEATHERS

HH does not guarantee color fastness or durability of any fabric or trim whether COM or HH fabric. HH recommends the Customer to request a fabric sample of the HH item being purchased as fabrics do not always look as pictured on the website.

• PRODUCTS THAT FEATURE COM

(Customers Own Materials) ARE PRICED TO INCLUDE OUR CATEGORY "C" FABRIC

All of our products that show COM (Customers Own Materials) are shown priced with the option of Grade "C" Fabrics that come in many colors. If you purchase one of these items, you will be contacted by a Haute House Home Customer Service Professional to begin the process of choosing your fabric and color. You always do have the option of choosing higher or lower grade fabrics. These will incur an Upcharge for Fabrics Category D and Up.

• NO REFUNDS, NO RETURNS. ALL PRODUCTS MUST BE EXAMINED UPON DELIVERY BEFORE ACCEPTING THE PRODUCT.

• ALL DAMAGES DUE TO SHIPPING MUST BE NOTED ON THE BILL OF LADING WITH THE FREIGHT COMPANY AT THE TIME OF DELIVERY. 

Please contact us with any questions and concerns.
Phone: 323.256.8000 x.131
Email: info@hautehousehome.com