Store Policy

Decourm Furniture: Store Policy

Terms and Conditions:

Products displayed in Decorum Furniture Showrooms, located in Norfolk, Virginia, and featured on our website (www.decorumfurniture.com) are carefully selected for this market. Decorum represents over 200 suppliers located in the United States, Canada, Europe, Asia, Africa, Central and South America. We fully evaluate each supplier and product to assure they comply with applicable laws and customer satisfaction standards. Products and prices change frequently and we make every effort to assure accuracy and full disclosure. Decorum guarantees prices upon a signed order and deposit.

Merchandise:

IN Stock Selection:

Our Showrooms and Distribution Center carry substantial inventory on hand at all times. Merchandise shown is typically available for immediate delivery or pick up. An exception is suppliers that require Decorum Furniture to maintain on display specific models so that you, the customer, can inspect the quality and design of the product and be presented the many options available. A 50% deposit is due at time of purchase, and merchandise must be paid in full prior to pick up or scheduling for delivery.

Special Orders:

Special Orders (sometimes referred to as Custom Orders) are a wonderful opportunity for the customer to customize products from a large variety of manufacturers to better fulfill their needs or requirements. Special order products are made to order by the manufacturer to meet the selected specifications outlined on our order form during the selection process. Orders are accepted by Decorum upon receipt of a signed Special Order Form and a 50% non-refundable deposit.

Lead times:

Estimated delivery time is our best estimate on arrival of the product to Decorum’s Distribution Center in Norfolk, VA. Lead time is based on the manufacturer’s recommendation at the time of ordering and past history, but is subject to material availability or manufacturing delays beyond our control. Decorum will make every effort to update you on the estimated arrival time.

Price Match Policy:

Decorum makes a serious effort to price our merchandise fairly and represent a value to our customers. In the unlikely event you find the same merchandise available elsewhere at a lower price we will attempt to match the price. For details, please see management.

When price matching, management will review: Source of information, written proof, website info, and actual availability of the product. Level of service and the final price of product in a customer’s home is part of the consideration. Terms like “free delivery or shipping” is often misleading as it does not compare to the “White Glove Delivery Service” provided by Decorum. The Term like “No Sales Tax” is misleading as Residents of Virginia, and many other States are required to pay Use Tax. (When the Sales Tax is not paid at Point of Purchase, the consumer is required to declare it on their tax return as the Use Tax.)

Deposits & Payments.

We accept American Express, Discover Card, Visa, MasterCard, Personal Checks, Cash and offer Finance options Through Wells Fargo. All financial transactions are processed subject to standard approval procedures.

Special orders require a minimum non-refundable deposit of 50% at the time of ordering. Balance is payable in full at the earliest of: (1) Customer picking up merchandise, (2) prior to the merchandise being released for delivery of shipping, or (3) within 30 days of customer being notified that merchandise is available for delivery or pick up. Customer will be contacted through the contact information provided at the time order was placed, or as updated by customer.

Decorum cannot accept COD payments. For security reasons our delivery technicians will not handle cash, checks or credit card transactions. Our policy requires payment prior to delivery.

Refunds:

Purchase paid by credit card will be refunded to original credit card.

Purchase paid by cash will be refunded by check.

Purchase paid by check will be refunded by check, please allow 14 business days for refund to be processed.

Purchase paid by gift certificate or store credit will be refunded by store credit.

Purchase paid by Decorum approved financing plan will be refunded to the same financing plan on behalf of the customer.

Delivery & Pick-up:

All products are received at our Distribution Center in Norfolk, VA. Upon receipt, merchandise is checked, stocked and made available for customer delivery or pick-up.

Delivery service is available in Southeastern Virginia by Decorum Truck and two technicians. Our delivery service includes inspection of the merchandise, blanket wrapping and loading in our truck. Upon delivery our trained staff will place the furniture in the room of your choice and provide any “deluxing” that may be required. Certain items may require in-home assembly, which is included in our service. All packing materials are removed upon completion. Delivery is available in the Hampton Roads Area at a charge of $75.00 per delivery. Delivery is scheduled in pre-assigned time slots and is our best estimate, but cannot be guaranteed. Our delivery technicians will call you 30 – 45 minutes before arrival.

Our trucks service all of Southeastern Virginia including the Richmond Area, Eastern Shore of Virginia and Northeastern North Carolina. Please contact our sales staff for quotes on delivery to the destination of your choice.

Smaller, easy to handle merchandise, is available for Pick-Up directly from our Stores, and we provide assistance to load your vehicle.

Decorum’s commitment to the customer:

Merchandise for local delivery or pick-up is carefully inspected prior to delivery or pick-up. The merchandise will be handled according to the needs and recommendation of the item.

If merchandise is being re-shipped by common carrier, we will verify that the merchandise is in good condition from the manufacturer before shipping. We will only utilize transportation companies that have demonstrated a commitment to cost effectiveness, timeliness and quality service. We reserve the right to deny the ability for outbound shipping based on the condition of the item and the ability to ship in a manner that is conducive of you receiving the merchandise without defect or damage.

Customer Responsibilities Regarding Delivery:

Decorum requests that your time is flexible on the day of delivery as a variety of factors can affect the delivery schedule. We ask that the customer carefully inspect the delivery conditions to help assure a successful installation. Please alert us to obstacles like narrow driveways, low hanging branches, narrow doorways, staircases, tight turns, low ceilings, and narrow landings, to mention a few, that can affect the success of a delivery.

Decorum cannot accept responsibility for any damage to driveways, landscaping, walls, railings, floors, or ceilings due to unusual delivery conditions.

Shipping Option using Common Carrier:

Decorum can assist you in coordinating the shipping of your purchases to destination not serviced by Decorum Truck.

We take every precaution to ensure that the product(s) shipped to you will arrive in good condition. However, any damage to product(s) after being picked up by the common carrier is the responsibility of the carrier.

There are several different shipping options available, depending on the type of merchandise and the final destination. Your purchase for shipping will be assessed according to the items to assure that it can be shipped and arrive safely at your final destination. In most cases your more compact items can be shipped safely via FedEx, UPS or other options. Larger items and larger orders will be shipped via common carrier or through experienced home delivery service. Different levels of service are available. Our staff will assist in the process of selecting the delivery service that best fit your needs.

Shipping and handling charges are assessed according to distance, weight, dimensions, classification of the merchandise, packing /crating needs, etc.

Customer’s Responsibility:

You, the customer, must be at home to accept the delivery. If your merchandise is too large or heavy to be shipped by FedEx, it will be shipped by common carrier, or a home delivery service. Shipment to a residential address by a common carrier is known as curbside delivery and involves a minimal service level. Customer is responsible for unpacking and bringing merchandise into their home.

“In home” delivery service is available in some areas and includes unpacking, “set up” and haul away of packaging materials. Additional services like pre-notification can be provided, but additional charges may apply. Be sure to discuss with your salesperson the level of service you wish to contract for, so it can be included in your shipping cost. You must let your salesperson know this before the item is shipped.

Upon arrival, you must check all cartons thoroughly and make sure that no damage has occurred in transit. Inspect the merchandise for damage before signing the delivery receipt, and note any discrepancy on the delivery receipt. If concealed damage has occurred, make complete notes on the delivery receipt. Save all of the original packaging and call the transportation company to come examine the goods. Make sure to get the signature of the transportation driver with the complete notation of damages and take good pictures of the damaged item, from both a close up and over all vantage points.

If using a common carrier, please be advised that they are not responsible for the removal of any packing materials (including pallets), unless you have requested in advance deluxe home delivery service.

If you, the customer, are unable to accept merchandise at the arranged time, you will be liable and responsible for any and all shipping costs, redelivery fees and/or returned shipping costs.

Decorum cannot accept responsibility for damages and /or additional charges.

The above steps in accepting your delivery will ensure that you are covered in case of any damaged product(s).

The transportation company is liable for any damage, no matter how small.

Decorum will assist in filing claims for damaged items, as long as the proper procedures have been followed.

If there are any questions regarding the shipping policy, please feel free to address them with your salesperson or you may contact us at info@decorumfurniture.com .

Right to cancel:

Special Order:

Special orders may ONLY be cancelled within 72 hours (3 days) of submittal. Customers that request an immediate placement of order with a supplier waive the right to cancel.

Cancellation of a Special Order and refund of deposit will be provided only if: (1) Customer exercises their Right to Cancel, (2) Manufacturer is unable to process the order for any reason, or (3) merchandise arrives damaged and Decorum is unable to repair or obtain replacement. Cancellation outside of these guidelines will result in forfeiture of the 50% deposit.

In Stock Merchandise:

Returns:

Regular stock merchandise, to include both Store and Distribution Center merchandise, can be returned within 30 days of purchase, or 7 days of possession. Merchandise must be in original new condition, and in a re-sellable state.

Altered or damaged merchandise cannot be returned.

Special Order merchandise cannot be returned.

Final Sale or Clearance Purchase:

All Clearance Merchandise, whether taken, to be picked up or delivered is considered “Final Sale” at the time of purchase and may not be returned or cancelled. Pick up or delivery must take place within 7 days of purchase or on earliest possible delivery date.

Storage:

Non-clearance merchandise stored for future pick up or delivery by Decorum’s Distribution Center for more than 30 days is subject to storage fees. Unless otherwise agreed upon at the time of purchase such merchandise is subject to a storage fee of 5% of the original purchase price per month. Clearance merchandise stored by Decorum becomes the property of the purchaser at time of purchase, and after 30 days is subject to a storage fee of 5% of the original purchase price per month thereafter. Unless special arrangements are made, the customer’s failure to pick up or accept delivery of any item stored for more than 3 months will constitute rejection of the merchandise and repudiation with respect to the merchandise stored, entitling Decorum to pursue its lawful remedies, including the remedies of paragraph 8.2-703 of the code of Virginia.

Re-stocking & other fees:

Merchandise that has been delivered may be returned subject to Decorum’s Return Policy as listed above. If a customer elects to return merchandise previously delivered by Decorum, the customer is responsible for the original delivery fee, and if an additional trip to pick up the merchandise is required, customer is responsible for additional delivery fees. Decorum cannot accept the return of merchandise except as outlined in this Store Policy.

Notice:

Any notice that may be given to customer in connection with transactions with Decorum will be effective when sent by first class mail to the address provided by the customer at time of purchase, or subsequently provided to Decorum in writing. If Decorum has been in regular email communication with customer, then email is considered an acceptable form of communication.

Other communication:

Decorum encourages customers to provide an email address as part of their contact information in order to facilitate communication. If at any time the customer wishes to stop receiving advertisements, either mailed or emailed, the customer may notify Decorum and their address will be removed from those mailing lists.

Revision October 14, 2013