Assembly and fabrication
DOES YOUR FURNITURE PRODUCTS NEEDS ASSEMBLY?
Yes, in many cases. It will be specified on the product page when a product needs assembly. The assembly required is really straightforward and quick. We keep it to the minimum on purpose but assembly is necessary to reduce the shipping costs and increase protection in transport.
WHERE ARE US & COUTUMES PRODUCTS MADE?
All of our products are made by hand in workshop, located in Montreal.
Custom work and products
DO YOU GUYS DO CUSTOM WORK?
Yes, we do! If you are interested, contact us so we can give you our advice on your project. Something it needs design work, which will make it more expensive, sometimes it is more simple than you might think. You can contact us here.
Exchange, canceling an order, refunds and credits
CAN I CANCEL MY ORDER?
You can cancel an order within 24 hours of ordering.
CAN I EXCHANGE/RETURN SOMETHING I PURCHASED?
You can return an order within 10 days of receiving your order. You must first notify us by writing to email@example.com. The purchased product must be returned in its original package, unassembled. You are responsible to pay for the shipping fees back to us. You can ask for a refund, a credit (valid for 2 years) or an exchange. Note that 25% of the value of the order will be deducted as reconditioning and restocking charges.
You can visit our Delivery and return policies page for more detailed information.
HOW SHOULD I TAKE CARE OF MY US & COUTUMES PRODUCTS?
Our products are either finished with hard oil, varnish, paint or lacquer. We recommend you clean them with a damp rag as much as you need. Do not use wax, lemon oil or other commercial furniture cleaning agents. You can use a bit of soft soap like dishwashing soap for strong and hard to remove stains. That's it. We choose our finish products so they present no harm to health, are environment friendly as much as possible and DO NOT need to be reapplied.
Security, personal informations
WHAT INFORMATIONS DO I NEED TO GIVE YOU TO PURCHASE? WHY DO I NEED TO PROVIDE THOSE INFORMATIONS?
All information provided by you is only used to ensure the best possible shopping experience. All information is strictly confidential. Your personal information will not be shared, circulated, nor modified in any way without your previous consent. If you place an order with us, we request certain personal information. You must provide contact information (such as name, email and delivery address) and financial information (such as credit card number, expiration date and the 3 digit security code). We use this information for billing purposes and to complete your order. If we have trouble processing an order, we will use your contact information. Your telephone number is required for shipping purposes in case the Post needs to contact you regarding the delivery.
- HOW CAN I KNOW THAT MY PERSONAL INFORMATIONS ARE SECURE WHEN I PURCHASE SOMETHING ON YOU WEBSITE?
Excellent question! To help ensure that your shopping experience is safe, simple and secure our web site uses Secure Socket Layer (SSL) technology. This encrypts and protects the data you send to us over the internet. If SSL is enabled then you will see a padlock at the top of your browser and you can click on this to find out information about the SSL digital certificate registration. You will also notice that when you look at the location (URL) field at the top of the browser you will see it begin with ‘https:’ instead of the normal ‘http:’. This means that you are in secure mode.
WHAT IS THE DELAY BETWEEN THE MOMENT I PURCHASE AND WHEN YOU SHIP MY ORDER?
See our lead times informations page for more info.
- HOW DO YOU SHIP MY ORDER?
We use Canada Post Purolator for shipping every order. Both of the services are really reliable and quick. Every shipment is insured for the total value of the object purchase. For more expensive pieces, like furniture, we also demand a signature upon receiving the shipment.
WHAT WARRANTY DO YOU OFFER?
We offer a lifetime guarantee on all of our products. We gladly stand behind the design of our products and our principal concern is that you are satisfied with your purchase(s). If there is a problem with your purchase, please contact us so we can evaluate with you what is the problem and how it can be solved. Note that we will not replace products damaged due to negligence.