SHIPPING & RETURNS
Q & A
Thanks for being a part of Jil Sonia Interiors . If you ever have questions, concerns, or just want to talk... For frequent questions regarding returns, cancellations, damages, or other issues see the list of questions below. Not satisfied, contact us and we will help you directly.
HOW IS MY ORDER SHIPPED TO ME?
Depending on the size and weight of the item, your items will be shipped by a few different carriers such as Fed Ex, UPS, Canada Post, or USPS for smaller items. Larger items are shipped via freight with carriers such as Ceva Logistics, YRC Reimer and others. Standard shipping does not include any white glove service such as delivering the item inside the house, box removal or set up. If you'd like this type of delivery be sure to select "White Glove" in the shipping options and the cost associated with that service will appear.
HOW MUCH WILL IT COST TO SHIP MY ORDER?
Over the past three years, we've seen shipping costs almost double! In addition to that, shipping costs vary significantly depending on the item and location it is shipping to.
Lucky for you, we've capped the shipping amount to 10% of your order's value. That means no matter how big or small or wherever you're shipping the item, you'll pay the same 10%.
That 10% also covers all cross-border fees and duties if applicable. No matter how much the fuel surcharges, lift gate fees or any other cost they can come up with, your standard
shipping will always be a flat 10%.
This standard 10% amount is available for all Canadian and US customers with the exception of Hawaii, Alaska and the Maritime provinces.
WILL MY ITEMS BE BROUGHT INTO MY HOUSE?
All standard orders are delivered to the doorstep of the final destination. The shipping company is not required to deliver the items inside the house, remove packaging or set up the piece. If you'd like to have this level of service be sure to select the White Glove option on the individual product page.
WHAT IF I WANT TO CANCEL MY ORDER?
Any order that is cancelled within 1 hour of its original placement will not incur any penalties or fees. Beyond that hour, any cancelation request will be subject to a 10% fee provided the order has not yet shipped. Once an order has shipped, it can no longer be cancelled but you may submit a Return Request and follow the standard procedure. All cancellation requests should be emailed to firstname.lastname@example.org with the subject line: Order Cancellation.
CAN I RETURN MY ITEMS?
Most items are eligible for return with the exception of any one-of-a-kind or any made-to-order items. Any return request must be submitted within three days of receiving the item in order to be eligible for return. Items that are being returned due to a change-of-heart are subject to a restocking fee of 25% and the customer is responsible to ship the item back. Any return request should be submitted through your account under Orders.
WHAT IF MY ITEM DOESN'T LOOK LIKE WHAT I ORDERED?
We certainly hope this never happens to you; however, in the event that you receive the wrong item or you feel the item you've received looks significantly different from what you ordered please submit a claim through your account within three days of receiving the item(s). A customer service representative will contact you to resolve the claim within 48 hours.
WHAT IF MY ITEMS ARE DAMAGED?
First off, if this happens to you, we're sorry. We know how frustrating it can be to purchase something with excitement only for it to arrive broken. Due to the fact that our items are being shipped all over North America to arrive at your door, sometimes damages occur. Please submit a claim through your account within 3 days of receipt to be eligible. One of our customer service team members will review your claim and resolve it within 48 hours. We'll treat you so well you might be happy your item broke!