Terms and conditions
We're a small company
Us & Coutumes has made the choice to make things well and therefore, we require a few weeks to build your product by hand. Although nobody likes waiting for something we're eager to receive, we prefer to give you longer delays and fabricate something excellent than rush and take shortcuts.
Being small has advantages too.
First, we're responsive. If you write to us, we answer quickly. You can communicate with real humans, the same that make your order! We don't have multiple layers of hierarchy that slows down decisions making. That means we can solve any issues real fast.
Second, we're flexible. We're happy to chat with you about your project and help bounce ideas around. Be it custom work or just questions about colour and wood pairing.
Third, you get a real human connexion with the people fabricating a piece of furniture that you'll keep for a long time. This adds value and a lot of meaning.
Most of our products are made of wood. Please take in account that wood is an organic material and therefore its grain and colour may vary from board to board.
It is normal that the product you purchased differ a little bit from the photos in our products listings. We take great care in selecting parts and planks free from defaults and well balanced in colour so each piece of furniture is truly unique. But that also means the wood used in your product may present a different grain pattern than what you see in our pictures.
Wood also swells and contracts with humidity and temperature. Our products are designed in order to allow this movement in the material, without compromising aesthetics of functionality. It is therefore normal that your products change a little bit following the seasons.
Hand made is the way we work
Furniture making is a craft we are trying to push forward and that we love deeply. There will be minor variations between each product we make and between what you see pictured and the product you receive. It is normal and it won't affect the looks, solidity or durability of your Us & Coutumes product.
Maintenance and care
We finished our products in either water based lacquer (opaque colours), water based varnish or hard oil with wax. Neither of those require any special treatment. Hard oil doesn't need to be re-done every year like mineral oil, for instance.
Usual maintenance is best done with a clean and humid rag to remove dust or stains. Like any piece of furniture, it is better to remove any stains as fast as possible, if doable.
In case of stronger stains, we recommend to use soft soap like dishwashing soap mixed with water on a clean rag.
We accept payments by credit cards (Visa, Mastercard and Amex) and PayPal as well as gift cards. We also accept money transferts. No refund can be made for a gift card purchase, only a credit is possible.
Order process and lead times
Our standard lead times for our made to order furniture is 4-5 weeks. Benches and consoles tables with solid wood legs take 5-7 weeks before they ship. In doubt, please refer to the specific product's page you want to order, the delays will be indicated.
Once you've put in your order, a confirmation will be sent to you by email. Once your order is ready, you'll receive a second email confirming the shipping of your order and the tracking number to follow your package.
We ship all of our products with Canada Post and Purolator. Once your order enters your country, a third party shipper may take over from either Canada Post or Purolator.
If you have trouble tracking your order, contact us. We're there to help.
Shipping charges in the USA includes custom brokerage and taxes. International buyers will have to pay brokerage fees and taxes. These fees can not be predicted nor paid by us as they change country by country. If you're wondering if you will have to pay fees, please write to us. We have experience in several countries and we can help determine roughly the fees that you'll have to pay.
Most orders take 2-7 days to reach any city in the USA and Canada and 5-10 days anywhere else. Note that your order may be held up at the customs if there are fees to pay.
Cancelling an order
You can cancel or modify an order up to 24 hours after having submitted it. Any demand to modify or cancel the order past this period will not be accepted. Contact us at info@usetcoutumes to modify/cancel your order, or reply to the order confirmation email that was sent to you when you placed your order.
Returning an order
You can return an order up to 10 days after it was delivered. The purchased items must be returned in new, unused condition, unassembled and shipped in the original packaging.
The shipping fees to return an item are the responsibility of the customer. A 25% handling and restocking charge will be deducted from the refunded amount. Note that if you paid shipping when you ordered, only the value of the product (minus 25%) will be refunded.
Contact us at info@usetcoutumes to return your order, or reply to the order confirmation email that was sent to you when you placed your order.
When you receive your order, please examine the box to see if it looks damaged. If the box is damaged, please take pictures at this moment. During the unboxing, if an items appears broken, please photograph it so we can claim it to the delivery service. Damages claims must be filed maximum 10 days after receiving the package by writing at firstname.lastname@example.org or by replying to the order confirmation email that was sent to you when you placed your order.
Upon confirmation by us that your product is broken, damaged of defective, we'll send a replacement in the fastest way possible and pay for the shipping back to us of the original, damaged item (which must be shipped unassembled in its original packaging).
All of our products are guaranteed for up to two years after delivery. This guarantee covers defects incurred through normal use and excludes any damage resulting from accident, abuse, or negligence. Defect claims must be brought to our attention via email at email@example.com accompanied by photo documentation. We reserve the right to subject the claim to an inspection. If the product is confirmed defective, we will send a replacement. The cost of shipping will be covered us.
All information transmitted to us when ordering 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, phone number, 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 to reach out and inform you. Your telephone number is required for shipping purposes in case the Post needs to contact you regarding the delivery.
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