Shipping Policy

We ship anywhere in the United States. Please note that shipment of goods to United States states or territories outside of the continental mainland such as Alaska, Hawaii and Puerto Rico will incur additional shipping charges above what is quoted in the checkout process. In most cases, we cannot ship the type of items we sell to DPO addresses or PO Boxes. We will contact you with the up charges prior to charging your credit card and processing your order. This also includes islands such as Nantucket, Martha's Vineyard, Block Island and any location requiring ferry transport. Customers living in cities like New York or similar metro areas cannot accept curbside delivery of furniture items, so will need to be quoted for white glove service. Customers living in cities and apartment buildings are responsible for coordinating shipping times within the constraints of their own building rules. Canadians please contact us for shipping quotes.

Furniture Shipping - Cost

Our website attempts to calculate shipping rates for smaller items shipping via UPS, FedEx, or USPS. However, large furniture items require motor freight shipping which varies in cost based on the type of item, the origin, and your location. Therefore, in some cases additional shipping charges may apply. Unless stated otherwise on the product page, shipping charges calculated at checkout reflect curbside rates, meaning the item will be left outside. If you would like a quote for inside placement or white glove service including assembly and package removal, please email us or leave us a note in your order comments at checkout. If your item has Free Shipping listed, please refer to below "Free Shipping Offers" for terms and conditions.

Furniture Shipping - Accepting Delivery and Inspecting Damages

By completing the checkout process on our website, you agree that you have read the terms and conditions outlined here. It is the customer's responsibility to read and review these before proceeding with the order. When receiving a freight shipment of furniture, it is essential and mandatory company policy that customers must fully inspect furniture before signing off on paperwork from the carrier. Any damage must be noted at the time of delivery. Damage must be noted at the time of delivery or any claims will be null and void if this process isn’t followed. If you see visible damage to the packaging or have reason to believe your item is severely compromised, you may refuse delivery and the shipment will be re-routed back to our vendor. If you do this, please contact us immediately by email so that we can get you a repair or replacement as quickly as possible. Please note that the delivery company must stay and wait for you to inspect a package.

Transit Time & Scheduling Delivery - Furniture

Please check the availability listing associated with each item. The timeframe provided on the product page indicates the processing time before an item ship out. We make every attempt to ship things quickly. Unfortunately, we cannot guarantee a delivery date for any item that ships via motor freight. We put the orders in with our furniture vendors, there is a time required to pack/blanket wrap/palletize furniture to ready it for pickup by the transport companies. Then the motor freight company has to arrange a pick up day and time to get the furniture item from the warehouse and get it on its way to you, the end customer. Transit times for large furniture items typically range from 2-4 weeks, depending on the type of item, the origin, and the delivery location. We will provide you with a tracking information once your item is picked up from the vendor. Once the item reaches the local delivery terminal in your city, the freight carrier will contact you directly via the phone number provided on your order to schedule a delivery appointment. Please note that white glove shipments typically incur longer transit times. It is the customer's responsibility to respond to the local delivery terminal to coordinate the shipping day and time. Storage fees are assessed by the delivery companies for customers who don't respond in a timely manner to requests to schedule delivery. Also, if a customer is not present on the day and time of delivery, a redelivery fee will be assessed, at the cost of the customer, as the furniture then goes back to the terminal to await redelivery. It is taken off the truck for safe keeping, has to be reloaded and redelivered at a cost to the shipper, hence the redelivery fee.

Transit Time - Decorative Accessories and Smaller Items

Please check the availability listing associated with each item. The timeframe provided on the product page indicates the processing time before an item ships out. We make every attempt to ship things quickly. Most of our products ship via FedEx, UPS, or USPS ground with a transit time of 3-5 business days. All items are drop-shipped from our vendor warehouses. It's very difficult to make holiday shipping guarantees as the vendors accept and ship out the orders in the order in which they are received. In the weeks before the holidays there can be warehouse backups, especially with toy orders. Please notify us if your purchase is a gift or for a special occasion so that we can accommodate your delivery needs. If you are curious if an item will arrive to you in time, please email or call us and we can provide you with more specific information on delivery, or provide you with an expedited shipping rate.

Occasionally, items are backordered. If this is the case and the item was not already marked as on backorder, we will contact you immediately to let you know. You may also request a delivery date in the "Notes" section of your order upon checkout and we will flag your order. In the interest of securing the best shipping rates, smaller furniture items may need to be flat packed to ship via UPS or FedEx and may require some basic assembly. If you don't want to assemble anything, please reach out to our team for a white glove shipping quote.

Signature Requirements & Package Theft

As a general rule, we do not require signature on all ground deliveries*. If you are concerned that your home is at risk for front door package theft it is your responsibility to require signature on your package. You can do this by emailing us here or by requesting this in your order notes at checkout. However if you do not request this and your package is missing, it is your responsibility to file a claim with the carrier once we have shipped merchandise and can demonstrate that it was delivered. You can file a claim with FedEx: https://www.fedex.com/en-us/customer-support/claims.html or UPS: https://www.ups.com/us/en/help-center/claims-support.page. When a customer participates in e-commerce rather than going to a store, it is your responsibility to be available to receive your packages and not leave them sitting outside. Otherwise please make your own arrangements to receive item(s) at an office or neighbors house. We are not responsible for theft.

*Please note that some our vendors require signature on all of their shipments. If you do NOT want a signature requirement on your package, please write this in your order notes at checkout or email us. 

Refused Packages:

Occasionally customers may refuse a package, without our knowledge or consent. Shipping charges to and from as well as restocking fees still apply. All refused packages go back to the vendor or to us and we reserve the right to keep payment active.

Shipping Address Changes

Once an order has been placed, the shipping address provided on the order is where we will have your items delivered. Whether an order is placed online or over the phone, it is the customer's responsibility to check their order confirmation email for any errors or typos that may have been made. If you need to update your shipping address for any reason once your order has been placed, a request must be made in writing to us immediately. A member of our team will confirm with you via email once the update has been made. If an order has already been shipped, there are fees associated with changing the delivery address. If you need to update your delivery address and your order is already in transit, please contact Camellia House as soon as possible and a member of our team will assist you in re-routing your package. If you attempt to update or change the delivery address for a shipment directly with the carrier and you fail to notify Camellia House, you will be charged any fees to the payment method used on your order.

Return & Refund Policy

Unless stated otherwise, we have a 7-day return policy, which means you have 7 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, please contact us at sales@shopcamelliahouse.com. You will be asked to fill our a damage claim form. Damage claims cannot be processed until this form is submitted.

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at sales@shopcamelliahouse.com.

Returns - Terms & Conditions : 

This section covers returns of decorative accessories, small case goods and small furniture items and gifts that ship via FedEx, UPS or USPS. A request to make a return must be made within 7 days of receiving the item. These items can be returned for a refund less the cost of original shipping and a 15% restocking fee* and must be shipped back in brand new, unused condition and in all original packaging.

*The restocking fee is a pass-through cost that our vendors charge to receive, unpackage, inspect, and put back into inventory what you return. A few select vendors have a 30% restocking fee and if that is the case, that fee overrides our standard 15%. We are happy to accept returns on items received without damage or defect, but the restocking fee applies to all customers equally.

For returns that fall under the category of “buyer’s remorse”, the customer is responsible for return shipping. Buyer's remorse is: "I ordered the wrong color", "It wasn't right for my home", "It was too big", "I don't like it", "I changed my mind" etc. Please note that "Free Shipping" items returned will be refunded less our cost of original shipping.

Damages and issues

Please inspect your order upon reception and contact us immediately within 24-48 hours if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Your satisfaction is very important to us. 

All merchandise is inspected and sent damage-free to your home. If an item arrives damaged, it is the customer's responsibility to notify the carrier and Camellia House immediately and WITHIN 48 hours of receipt.

Please note : YOU CAN REFUSE DELIVERY WITH THE DELIVERY COMPANY IF THE ITEM ARRIVES DAMAGED. WE RECOMMEND DOING THIS AS IT OFTEN TAKES TIME TRYING TO GET THE SHIPPING COMPANY BACK TO PICK UP DAMAGED MERCHANDISE IF YOU DO NOT.

As outlined above in our "Freight Shipping" section, if furniture is delivered and you do not inspect it at the time of delivery and note damage to the delivery company, a claim will not be possible. Claims for damaged furniture brought via motor freight or white glove delivery not noted when the piece is brought to the home are null and void. Please send us photos and video of the damage ASAP within a 48-hour window. Camellia House cannot send replacement merchandise or issue a refund until the claim is made with the shipper and the item is picked up by the carrier for inspection. Be sure to keep your purchase in the original packaging so that it can be repackaged and picked up by the shipper for inspection and insurance evaluation. Once Camellia House receives notification from the shipper that an evaluation has been performed, we will immediately replace the merchandise (provided a replacement is available) or issue a full refund. If you allow too many days to pass, UPS or FedEx won't allow for a damage claim and that will be the customer's responsibility. If for any reason a customer does not allow the carrier to pick up the damaged merchandise, this will prevent a claim from being processed and this customer is not eligible for replacement merchandise or store credit. This also applies to customers who do not respond to carrier phone calls in a timely manner to allow damaged merchandise to be picked up. If the carrier makes three attempts to inspect the merchandise and the customer does not comply, we cannot issue a refund or be held responsible. If merchandise is damaged within a customer's home after the item was delivered, the shipper and Camellia House cannot be held responsible. Please do not "refuse the shipment" of an item that you believe to be damaged without taking some photos - snap some photos with your phone and send them immediately to us via email and notify us if you have refused shipment, and be sure to note on the carrier's paperwork that you have refused delivery because of damage. Be sure the delivery agent sees the damage and keeps a copy of the signed receipt. If you are ordering pairs of chairs, or sets of chairs or furniture pieces and one item arrive damaged, we will replace that item, not provide a whole new set.

Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about a specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Please note the following items are not elegible for returns : 

Final Sale

Custom Made Items or Personalized Items

Artwork : We do not stock art, it is made and framed to order. 

Holiday Merchandise

Furniture : We do not stock furniture, all pieces are special order. Please contact our customer service team within 24-48 hours of receiving the item to find out if the item you have ordered or are considering ordering is eligible for return back to the vendor and what applicable restocking fees and return shipping costs would be. Not all items are elligble. Customers are responsible for handing furniture returns back to the vendor. All items must be returned in the original packaging with prepaid shipping and insured for the full purchase price in case of damage during the return. We will not be held responsible in any way should the item return to the vendor damaged. It will be the customer's responsibility to make a damage claim with the shipper to try to recoup costs in that case. Custom-made, painted, monogrammed or personalized furniture also may not be returned for any reason. If you see finish/color/paint selections in the item listing, that means it is custom-made to order per your parameters and may not be returned. We are happy to provide samples before you order. Placing an order with us implies you have read and reviewed our terms and conditions.

 

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days, less the shipping cost and 15% restocking fee. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@shopcamelliahouse.com.

Product Listings

We strive to provide the most accurate product information and photography for our customers. However, colors and finishes often range from piece to piece due to the handmade nature of an item, variation in dye lots, etc. Our customer service team is here to help and happy to provide samples upon request when they are available. Oftentimes we are even able to get in-person photographs of a product for customer approval prior to shipment. Please note that any return requests made for any reason other than an item being damaged or defective, which is determined by the manufacturer, fall under the category of "buyer's remorse" and the customer will be responsible for any restocking fees and shipping costs that apply to their item. Additionally, any item listed as final sale or custom made to order will not be eligible for return unless damaged or defective as determined by the manufacturer. Please see above for our full return policy.

Please be sure that you have read and understand our return policy prior to placing your order. Call or email us with questions. Your satisfaction is very important to us!