Returns and Exchanges
Items may be returned for store credit only.
All furniture, fabric, wallpaper, light fixtures, custom or personalized items, final sale items, mattresses or box springs, any custom made product, books, or custom table pads are not eligible items for return.
Color note: Because every computer monitor displays color differently, we cannot be responsible for variations between the actual product color and how it is displayed on your screen. Descriptions of merchandise, including colors or shades, textures and other features are provided by the manufacturer; Demi Ryan assumes no liability whatsoever for the description, for variance, including in colors or textures, minor imperfections and/or for a product not meeting with customer satisfaction, absent a manufacturer-verified defect. We offer fabric swatches and finish samples for most of our vendors. You may contact firstname.lastname@example.org to request a swatch or sample to help you make a decision on your order.
CUSTOM, PERSONALIZED AND SPECIAL ORDERS
Custom, Personalized and Special Order items are not returnable or refundable. You have up to 2 days from the date the order was placed to cancel a custom order and to have the amount refunded to your credit card. After 2 days custom orders are non-refundable.
Please note, Matteo linens must be canceled within 24 hours of the order date and are considered non-refundable after 24 hours.
FURNITURE, LIGHT FIXTURES, AND MIRRORS
Finish Variations: Many of our custom made furnishings are made from wood, which will have different variations, meaning no two pieces will be exactly alike. Because wood responds to fluctuations in humidity levels (just like hardwood flooring), furniture can expand and contract over time depending on the climate. Please note that the degree of humidity or dryness in your home may cause splitting which will not affect the structural integrity of the piece and will not be considered defective.
Certain types of wood will have more visible knots and wood grain. Our artisans make efforts to conceal knots and grain on painted finishes, but due to natural resins within some wood types (i.e. pine), those variations cannot be completely eliminated or controlled. Any discoloration from wood grain, knots or natural variations in the wood will not be considered a defect in craftsmanship. Irregularities in the finishes will not be considered defects. Please feel free to contact us for care and maintenance of your wood furniture. We have swatches available for many of our lines, but please be aware that some paints and finishes on swatches will vary from the actual finishes.
Lead Times and Delivery: Demi Ryan works hard to ensure a smooth and prompt delivery of your furniture, light fixtures and mirrors. However, be aware and consider that there are circumstances beyond our control that may arise and result in a delay in the production or delivery of your items. We do our best to give accurate lead times for each furniture manufacturer but estimated lead times are not a guarantee of a specific delivery date. We welcome your inquiries as the estimated delivery time approaches and we can follow up to give you a more specific idea of your ship date at that time. Also note that shipping time for freight items (this includes furniture, large light fixtures and some rugs) is approximately 2-3 weeks from the time that the item(s) are scheduled for pickup from our manufacturer. We do our best to ensure prompt delivery but again, there are variables that are out of our control as we are a third party to the delivery.
Most carriers schedule deliveries Monday through Friday between the hours of 9:00 a.m. and 5:00 p.m. Freight companies will generally contact you at least 48 hours prior to the delivery to schedule a delivery date and time frame (typically 2-4 hour blocks) that works for you. If you need to reschedule the delivery with our carrier, please contact them as soon as possible so as not to incur any charges for missed delivery appointments. If your scheduled appointment is missed, you will be charged a delivery trip fee. Please do not arrange for the item/items to be delivered when no one is home to receive them. If the freight company contacts you to make an appointment for delivery and you are unable to accept the delivery for any period of time, you are subject to storage fees that the freight company will charge for storing your item.
Types of Delivery: For standard freight delivery, our shippers deliver furniture to your driveway. Premium in-home delivery is available for most items if you would like the item placed inside the threshold of your home or in a particular room up to 2 flights of stairs with all packing materials discarded. Please refer to the product page to see what types of shipping is offered for that particular item. We do not offer assembly for any of our deliveries. If you ask the delivery company to assist you in assembling an item purchased from us, you are doing so at your own risk. Freight items can ONLY be shipped within the 48 contiguous states.
Receiving the Incorrect Item: If for any reason your custom furniture piece does not arrive with the specifications that you selected when ordering, Demi Ryan reserves the right to have the item or items replaced and reshipped at no additional charge to you. You should contact us immediately if this occurs so that we can get the replacement in the works as soon as possible.
Damage: Upon delivery, please take time to inspect all freight shipped furniture items, light fixtures and mirrors carefully for any damage that may have occurred in transit and contact us immediately. Claims against damaged items must be made within 48 hours of delivery. Claims made after 48 hours from the date and time of delivery cannot be accepted. Furniture items must be carefully inspected BEFORE you sign for the delivery.
To submit a damage claim:
1. If your order includes Premium Delivery and you are able to inspect the items while the freight company is still there, call us immediately. If you are not able to get in contact with us for any reason, you may either refuse the delivery or note the damages and condition of the packing materials on the bill of lading before signing for the delivery.
2. If your order includes Standard Delivery and you are not able to inspect the items completely before the delivery driver leaves, you have 48 hours from the date and time of delivery to notify us.
3. Take photos of the damage to the items AND the packing materials.
4. Email photos and a written description of the damage to email@example.com within 48 hours of delivery.
5. If the damage is minor, you may accept delivery with the damage noted on the bill of lading. Depending on the situation, either a touch up kit will be sent to you or a professional furniture medic will be arranged to repair the damage. If you choose to accept a damaged item, please retain all packaging to assist in the claim with the freight company.
6. If the damage is major, you may refuse delivery. The freight company reserves the right to have the piece repaired and brought back to the manufacturer for a repair/rebuild. If the freight carrier determines the piece cannot be repaired, you have the right to be reimbursed for your purchase or have another piece delivered at no additional charge and shipped out to you as soon as possible.
Demi Ryan will be unable to assist you in the repair or replacement of damaged goods if the above procedures are not followed. Please remember that furniture and certain other items are not eligible for return.
If your order arrives damaged, the furniture delivery company reserves the right to have the damaged item(s) repaired by a professional furniture medic. If the delivery company determines that the item(s) cannot be repaired, or replaced, you have the right to be reimbursed for your purchase.
In the case that the ship to address is not accessible by regular delivery truck, the customer will be responsible for all additional delivery charges, i.e. ferry fees. Please contact firstname.lastname@example.org to make Demi Ryan aware of any special delivery requirements that must be taken for the item to reach the final destination.