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Shipping + Returns Policy

1.SHIPPING

SHIPPING LEAD TIMES:

Please note shipping lead times do vary by product. Each product is made under unique circumstances from the makers and artists we work with. If you want to know how long a specific product will take a ship, you can find a product’s “Estimated delivery / ship date” on its product page in the shipping tab. Please note that this date range is an estimate for when your order is expected to leave the warehouse (please allow up to 10 additional business days for delivery to your residence).  Please note your purchases may arrive in more than one package as our products ship from several different warehouse locations from around the world.

If the estimated ship range has passed and you still haven’t received tracking information for your order, please feel free to contact us at info@arje.com. 

Please note: Made to order or Pre Order items are not yet in our warehouse and are made especially for you and or have limited inventory available and the dates presented for those products are estimates only and are subject to change as we encounter delays. 

 

SHIPPING COST: 

All shipping fees depend on the items in your order. To see the shipping cost for your order, place items in your bag and begin the checkout process. Unfortunately, we are unable to offer combined shipping fees for at this time.

 

INTERNATIONAL SHIPMENTS: 

Not all products are available for international shipping. Please double check the information on the shipping info tab on the product page you are looking to order. International shipping rates vary by country and are based on the total weight and value of your order. Most International orders are shipped via DHL. To see the shipping cost for your order, place items in your bag and begin the checkout process. If you have any questions or concerns, please email info@arje.com. 

 

USA TAXES FOR NATIONAL ORDERS: 

For National shipping (within the U.S) orders are subject to sales taxes determined by law. Taxes will be applied upon your check out depending on the final destination of your order. 

 

FEES, TAXES, AND/OR DUTIES FOR INTERNATIONAL ORDERS:

Please note, international orders are subject to duties and taxes which will be the responsibility of the recipient to be paid upon delivery. For more information, please email info@arje.com and we would be happy to provide an estimate on the duties that will be applied to your order. We are required by law to list directly on the package the full retail value of items ordered and contained therein. On rare occasions, customs agents may delay the delivery of, open, and/or examine the contents of packages at their discretion. For more information on customs fees and procedures, please contact your local customs office. Orders refused at the point of delivery will incur return shipping charges as well as a restocking fee equivalent to the duties and taxes levied upon the original shipment

 

SHIPPING CARRIERS:

All National orders (within the U.S) are generally shipped using UPS or FEDEX, however our system collects and presents the most competitive live rates available at the time of your order.
All International orders are generally shipped using DHL. 
All orders are insured while in transit until delivery to the shipping address.
We are unable to re-route packages once they have been shipped in the shipping address, so please check all shipping details carefully before submitting your order. When the package is delivered, the package and its contents is the sole responsibility of the customer.  Delivery times do not include weekends or holidays. Please bear in mind that we are only provided with an estimated delivery date from our carriers. On a rare occasion, these packages can arrive outside of the estimated timeframe. 

 

TRACKING:

As your items ship, you’ll receive an email notification with tracking info for each package. 

 

EXPEDITED SHIPPING:

Unfortunately, we do not offer an expedited shipping option at checkout. However, we may be able to accommodate certain expedited requests. Email us at info@arje.com and let us know which product(s) and your deadline. (Please note that expedited requests may incur a surcharge.)

 

FURNITURE DELIVERY:

The delivery method will depend on the size of the item. If the product is small enough, it will ship parcel via UPS or FedEx. 

However, for larger items like chairs and table, we will have to arrange delivery with one of our trusted freight carriers. A member from our team will reach out within 48 hours of your order confirming the available options for shipping.

All items that ship freight include in home delivery, which includes the following:

This service provides in-home, room-of-choice delivery as well as removal of all packaging materials.

    • Appointment Scheduling: At least 48 hours prior to delivery, one of our carrier partners will call you directly to schedule a delivery date and 2-4 hour ship window. Delivery appointments are available M-F, 8am-6pm.
    • Delivery to: A room of your choice inside your home.
    • Signature Required: Yes
    • Room of Choice: Yes
    • Packaging Removal Included: Yes
    • Assembly Service Included: Light assembly, if required.
    • Please note: we do not remove old furniture.

 

FURNITURE SHIPPING TIMES: 

We strive for timely, efficient delivery on all items, but please refer to the individual product pages for projected lead times. Many of the furniture pieces on our site are made-to-order, and are not available for immediate delivery. If you’re in need of a product sooner than our messaged lead time, please email us at info@arje.com and we will try our best to accommodate your request.

Each product has an estimated shipping lead time on its individual product page. Please note depending on your final destination White Glove Delivery can take anywhere from 1-4 weeks. When your order is in transit, you will receive an email from us with specific carrier and tracking information. If your order ships via a freight company or includes in-home service, the carrier will contact you directly to schedule your delivery.

If you have questions or need more information, please don’t hesitate to email us at info@arje.com

  • White-glove and entryway items cannot be shipped by any other delivery method because of their weight, their size, and the special care and handling they require.
  • White-glove and entryway shipping is not available for Alaska or Hawaii.
  • Our delivery service will contact you to schedule an appointment shortly before the arrival date.
  • Deliveries are made Monday through Friday 8am-5pm. Weekend delivery is not available.
  • The delivery service cannot make any modifications to your home. Please measure your space (doorways, elevators, stairways, etc.) before buying the item to ensure it will fit into your home. If the item doesn’t fit, it will be sent back to us. Return shipping charges will be deducted from the amount of your refund. The original shipping charges will not be refunded.
  • If you’ve purchased multiple items shipping via white-glove or entryway delivery, you may have multiple delivery appointments with different delivery companies. We work with several delivery companies, depending on the type of product and where it's located.
  • Please contact us if there could be any delivery challenges at your home such as multiple flights of stairs or a narrow or long driveway. Additional charges may apply.

 

PLEASE NOTE WHEN ORDERING FURNITURE: 

Measure for fit: When ordering furniture, we ask that you please confirm that the item will fit within your residence, especially if you have narrow doorways or small elevators. Measure any doorways, passageways, elevators and stairways prior to purchase. Please note: Our standard return policies (typically non-refundable for furniture) apply, even for undeliverable items because of fit constraints. Our delivery providers cannot make any modifications to your home or to the purchased product.

Clear an open path for delivery: Please check that the path to your furniture’s final placement is clear and accessible, including doorways, hallways and stairs. 

This will not only make delivery go quicker, but also ensure there are no damages incurred during delivery. Additionally, please let us know if you have challenging roads, driveways or other access points that would be difficult for our trucks to navigate.

Before your appointment, please make sure the walkway and the area where you'd like the item placed are clear. The delivery service cannot move existing furniture to make room for the new item. It is also unable to remove unwanted furniture or make any modifications to your home.

 

2.RETURNS 

RETURNS & DAMAGES

Before initiating a return, please check whether or not your product is eligible for return. Please note that return eligibility varies by product, and is messaged in the product description.

If your item is marked as FINAL SALE - MADE TO ORDER - SALE ITEM or is a Special Order, it is not eligible for return.

Items that are eligible for return must be returned within 14 days of delivery. We do not reimburse for the original cost of shipping.

HOW DO I RETURN 

  • Request a Return Authorization (RA) number by emailing Returns@Arje.com with your order number and the name of the item(s) you would like to return
  • A member from customer service will process your request within 48 hrs and follow-up with instructions for completing the return and your RA number.
  • After receiving your RA number, note it below along with the return code(s) for the returned item(s). If your order was shipped to an U.S. address, you’ll receive a pre-paid UPS or USPS return label via email.
  • Re­package the item(s) you would like to return.
  • Write the RA# on the outside of the return box. Return packages without a visible RA# will be refused.
  • Leave your return shipment at a UPS or USPS drop-off location.
  • We will let you know as soon as we’ve received your return and processed your refund. 
  • We do not accept liability for missing packages or damage of returned merchandise.

For an item to be eligible for return: 

  • The Return must be shipped back within 48hours of receiving the return label.
  • All items must be sent back in the original packaging.  If original packaging is unavailable, the customer is responsible for arranging equivalent packaging. 
  • Items must be in new condition, meaning they are in unused/unwashed condition and show no signs of wear or use and be odorless. 

NOTE: Returns are only eligible for authorization on full priced items that are shipped back within the 14-day time period and comply with the ARJÉ conditions established below. Returns exceeding 14 days will not be processed.

For International orders we only accept an exchange for another product, upon stock availability, or a credit voucher, but no returns are accepted. (see conditions below).  

FOR ALL CLOTHING / WARDROBE ITEAMS THAT ARE LEGIBLE FOR RETURN- Return shipping is free. 

FOR ALL FURNITURE ORDERS THAT ARE LEGIBLE FOR RETURN - We charge a restocking fee equal to 15% of the item’s full retail price before discounts or promotions. 

 

AMEND OR CANCEL AN ORDER:

Unfortunately, you can’t add items to existing orders. If you would like to add new items to an order you will need to place a new order on our site.

We can process a cancellation for your order within 24 hours of purchase, pending that the product has not already shipped. Please contact us at info@arje.com with your cancellation request. If your order has already shipped, our standard return policies apply. Beyond 24 hours, we cannot honor any cancellation requests.

 

3. DAMAGES, INCOMPLETE & INCORRECT ORDERS 

  • If you receive a defective or damaged item, please contact us immediately at Info@Arje.com
  • Damages must be claimed within 48 hours of delivery receipt.
  • If the shipping carton is visibly damaged from the outside, we ask that you refuse delivery with the shipping provider, and contact ARJÉ customer service (via email) within 24 hours of delivery. If the damage is discovered upon opening the package, please contact us immediately, photograph the goods and the packaging and we will follow up with further instructions. In certain instances, we may ask you to complete a damage claim form in order to more effectively process the refund or exchange.
  • We suggest you always be present for delivery. We are not liable for any damages should you waive a signature requirement with the shipping carrier.
  • Damaged items must be unused with the original tags attached and packaging in sellable condition as per The ARJÉ return policy

If you have received an item in error, or are missing an item from your order, please contact Customer Service at Info@Arje.com with the order confirmation number and the style name or code of the missing or incorrect items. Our team will review the information and correct delivery errors free of charge.

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 feature are provided by the manufacturer; ARJÉ assumes no liability 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. If you have questions or concerns please email us at info@arje.com.

 

4. LOST OR STOLEN PACKAGES:

We require signatures on packages valued above $200. In the event your item was lost, stolen, or mis-delivered, please email us at info@arje.com within two days of the projected delivery date. We suggest you always have packages delivered to a secure location where someone will be able to receive the goods (office building, doorman building, etc.). Please note, we are not liable for items that have been mis-delivered if you choose to waive the signature requirement with the carrier. We always recommend being present for delivery and inspecting packages before signing as it is not our policy to replace lost or stolen packages

 

5. PRODUCTS & PROMOTIONS

If you have any questions about our products and any promotions, email us at info@arje.com. For any style-related questions our team is always available to help, please email info@arje.com available M-F 10am 6pm EST. Please allow up to 48 hours for a member from our team to reply to any questions. 

For all Promotional Sales: Orders will ship out within one week of placing your order. Sale Items are always final sale and cannot be returned or exchanged.Discount Codes cannot be applied to past orders or used in combination with other codes. International Shipping is Available for all sale items.Pre-order styles are always excluded from Promotions. 

 

5b. PROMOTIONAL CODES 

While checking out, you can enter your Promotional Code under the Order Summary section. Once entered, click APPLY. Please note the terms and end date on your promotional code.

 

6. PAYMENT 

When you place an order, you will be charged immediately for the full amount of your order. Upon successful collection of funds, your item(s) will be placed into production and should be delivered to you within the estimated time window that is listed on each unique product page. We accept PayPall, Visa, MasterCard, American Express, Discover, JCB, and Diner’s Club.

We offer financing options via Affirm. This service offers the ability to split your purchase into 3, 6, or 12 monthly payments, with fixed interest rates ranging from 10 to 30%, depending on creditworthiness. Simply select “Affirm” at checkout and you’ll be redirected to their website to fill out a short application. It is the discretion of Affirm to accept your application.

  

7.TRADE

We are currently working on our trade program, in the meantime please email info@arje.com for any specific product-related or project-related questions, we are more than happy to support on all requests. 

 

 

Please email us at info@Arje.com for further questions or clarifications. We are always here to help answer your questions about styles, existing orders, shipping, and returns. Our team is available Monday through Friday, between 10:00 a.m. and 6:00 p.m. EST.