Upon receipt of your order your will receive an email or call to inform you of the estimated despatch date for your order. We aim to meet a next day delivery target for the UK for all orders placed before 12pm UK time and a 48 hour delivery target for the USA for all orders placed before 12pm UK time. This is not possible for orders to all countries, but in most instances the order should be with you within a week of despatch.
Shipping rates are determined by the actual weight or volumetric weight of the order, the number of packages and the destination. Volumetric weight may apply to bulky, but light products like cushions that include the inner pad or velvets that ship in suspended boxes.
We are constantly striving to negotiate the most efficient and reliable delivery services and recharge this at cost.
Cushions, Throws and Fashion items are shipped in corrugated cardboard boxes varying in size according to requirements, our standard box sizes are 600x600x150mm, 600x400x400mm & 600x600x600mm.
Fabrics are shipped on cardboard poles covered in heavy duty polythene. Large fabric orders are consolidated in corrugated cardboard boxes to a maximum of 50kgs per box.
Where required and subject to additional costs; we are able to ship in reinforced wooden crates or pallet crates.
Returns & Exchanges
Returning your purchase
Returns and Exchanges will only be accepted if requested within 14 days of date of receipt and the original products are returned to, and received by de Le Cuona within 28 days of date of purchase in an ‘as new’ and re-saleable condition. Fabric that has been cut, treated or altered in any way will not be accepted for return or exchange...
Book a collection, by calling or emailing the UK de Le Cuona office to inform us of the return and the reason for the return. You will be given a Returns Authorisation Number (RAN) and asked for to confirm the collection address by de Le Cuona Customer Service. You will be notified by email or telephone once your collection has been arranged and you will receive a credit or refund once your return has been received and processed. Collection costs will be deducted from the refund or credit amount If the return is due to damaged or faulty goods the collection shipping costs will not be deducted from the refund. Items must be returned from the same country to which they were delivered. Orders sent back from a different destination may incur additional charges or be delayed by customs. For more information, please contact customer assistance.
There is no charge to exchange items for a different product, however all exchanges are based on stock availability. Where exchanges are made on the basis of faulty product or order handling shipping will be at de Le Cuona costs; in all other instances the costs of all shipping including the cost of return shipping will be at your cost. If you are based outside the EU you may need to pay taxes and duties on the exchange and/or return. Exchanges will only be accepted if requested within 7 days of date of purchase and the original products are returned to, and received by de Le Cuona within 28 days of date of purchase in an ‘as new’ and resaleable condition. For exchanges outside the EU, you will be provided with a breakdown of taxes and duties cost which will need to be prepaid prior to the despatch of the replacement product.
Items returned outside these timesframes will only be accepted at de Le Cuona’s sole discretion and may only be refunded as a de Le Cuona Store Credit.
Goods are classified as faulty if they are received damaged, or where a manufacturing fault occurs within six months of purchase. Please note that items that are damaged as a result of wear and tear are not considered to be faulty. Where possible, we will offer to repair faulty items. If you would like to exchange your item, please be aware that we can only replace it for the same product in the same colour, subject to availability. You will receive a full refund if the item is deemed faulty by de Le Cuona and cannot be repaired or replaced. For all faulty items outside of our Returns Policy, please contact customer assistance.
Your refund will either be credited to the original purchaser’s credit card or de Le Cuona account and will include shipping costs for faulty items. Outward and return shipping costs will not be refunded for items returned using our collection service. If your order has been sent to a destination within the EU, all sales taxes will be refunded. Outside the EU, customs duties and sales taxes are non-refundable through de Le Cuona. However, you may be able to recover these by contacting your local customs bureau directly. As this may not be available for all countries, we recommend that you hire a customs broker if you wish to claim back duties on returned merchandise. Please note card refunds will be processed within 5 days of receipt and acceptance by de Le Cuona and may then take up to 10 business days for your bank to complete, depending on their processing time. This can vary greatly between card issuers, and this is beyond our control.
Cancelling your order
You may cancel you order any time within 7 days of receipt of your order. All order cancellations must be made in writing to the UK de Le Cuona office or via email to firstname.lastname@example.org If orders have not yet been despatched from our warehouse you will receive an immediate refund to your credit card or de Le Cuona account. Where the order has left our warehouse; it will fall within the returns policy as stated above. We recommend that you insure the return shipment as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them at our warehouse. We also recommend that you use a secure, trackable means to return your order to us at: de Le Cuona Unit 11, Vansittart Trading Estate Alma Road Windsor SL4 1SE United Kingdom Tel: +44 1753 830 301 Please retain proof of sending, in case of a dispute. Please note that you must cover the cost of the outbound and return shipment. All items must be returned unused, in their original condition and from the country that the order was delivered to. A refund will be processed for the full value of your order, excluding shipping costs, within 5 days of receiving the returned items in an acceptable condition.
Items should be returned new, unused, and with all de Le Cuona tags still attached. Returns that are damaged, soiled or altered may not be accepted and may be sent back to the customer. Where provided any designer packaging such as dust bags and leather tags should be included with your return. Please email email@example.com if any of your purchases have been delivered without de Le Cuona tags.
Special, Custom-made or Bespoke Items
Unless faulty, we cannot accept the cancellation or return of any items that have been made specifically to order once the production of the items has been initiated.
We have made every effort to display as accurately as possible the colours of our products that appear on the de Le Cuona web site. However, as computer monitors vary, we cannot guarantee that your monitor’s display of any colour will be completely accurate.
All items are quality controlled and checked for any faults before they are dispatched to customers; however most de Le Cuona products are made from natural fibres; this creates natural nuances that will vary the way the products react to the same processes. Whilst our Technical Gurus do their best to minimise the variations; it is impossible to prevent batch variation between production batches and greater batch variation tolerance must be allowed for natural fibre products than for synthetic fibres.
Should you receive an item that is not in perfect condition please contact us immediately.
Please send all items you wish to return from an order in the same shipment to ensure your return is processed as quickly as possible.
Items should be returned in their original packaging or the equivalent to ensure they are adequately protected in transit. Your return may not be accepted if the product is damaged, marked or in any way changed from the original.
A surcharge may be applied to goods returned from a different country to the original shipping destination or to orders cancelled after despatch from our warehouse.
We prefer that items are returned to us via Federal Express, UPS or DHL to ensure that they are protected and insured during transit. However, you may return the goods by any secure and insured means. Our address for all returns is:
de Le Cuona
Unit 11, Vansittart Trading Estate
Tel: +44 1753 830 301
We request that you contact us at firstname.lastname@example.org in relation to such returns. Please note that we may not accept liability for goods that are not returned via Federal Express, UPS or DHL.