We want to make our products accessible to the widest possible
audience, which is why we apply a best price policy - without
sacrificing quality. You will not find us engaging in constant promotions as seen in the rest of our industry.
Materials
We recognize that an important part of making your purchase
decision is a consideration of colors, fabrics and
finishes. Please contact us and we will send you our material
sample pack.
How to buy
Contacts
You can place your order by contacting De La Espada direct at any of our locations or by contacting any of our authorized retailers.
Payment
We request full payment at time of order. In this we might
differ from other companies, but that would be because we are
different. As we control every aspect of the supply chain that
ultimately will get you your furniture, we also have to finance
every aspect. This means that the demands on our cash flow are
higher than might be the case for other companies. The one way we
can effectively run our business is by ensuring that we will have
the funds to fulfill those demands at all times. And this is done
by requesting payment in full at time of order.
There is no denying that theoretically this means you run a
greater risk than you might when you were to pay a deposit. Then
again, because we control every aspect we feel we are better
positioned to offer you with a timely and consistent service, and
your full pre-payment ensures our financial health and
stability.
You can make your payment by cash, check, American Express
debit/credit card or by transfer.
If you are worried about the possible risk associated with
paying in full at time of order we recommend you charge your
purchase, as most credit cards have in-build purchase
protection.
Privacy and security
We value your trust. We gather only the customer information
that is needed to conduct our business efficiently. We do not
rent, sell or exchange information about our customers.
How to change or cancel your order
We do not hold stock. Every piece is manufactured upon request
so all sales are final. Should you wish to change your order, we
will do our best to help, but please note that if any piece has
gone into production we will not be able to make an
alteration.
We do offer a reclamation period of 48 hours for all orders,
measured from day of order. During this period, orders can be
cancelled. We will charge you a 5% administrative fee should you
choose to cancel your order within this timeframe. Your refund may
take up to forty-five days upon receipt of a written cancellation
notice, which can be sent by mail, fax or email. This reclamation
period does not apply to orders placed during any promotional period.
Finally, should you not wish to accept delivery of standard
furniture manufactured for you, we will offer a refund if the
goods have not yet left our factory, but charge you a cancellation
charge equivalent to 30% of the value of your order. Once the
goods have left our factory, the order may not be cancelled. Sales
of promotional items, stock items or special orders are final and
may not be changed or cancelled at any time.
Delivery and Assembly
We will provide you with an estimated delivery
week upon placement of your order. This week is an indication
only, actual week of arrival may differ due to circumstances out
of our control. We cannot beforehand promise delivery on a
specific day or time. If you require an update at any time, please
contact us. Should any unforeseen delay occur, we will do our best
to contact you. Delays might not become apparent though until the
time your furniture was set to arrive.
Local deliveries (New York)
Once your furniture has arrived we will contact
you to book your delivery in the first available delivery slot
that is convenient for you. Availability of delivery slots may
vary depending on order volume. We will estimate an arrival time
within a two hour window. Please note that traffic, weather and
other circumstances out of our control mean that we can not
guarantee a specific time.
Curbside deliveries
When we receive your furniture at our New York warehouse we will release it immediately to our carrier. Our carrier of choice will contact you once your
furniture has reached their local depot to schedule a delivery
appointment during working hours Monday to Friday. A curbside delivery involves every piece crated and delivered to the front door of a ground floor address. It does not include removal of packaging including crates or delivery beyond the ground floor front door (or the closest location accessibe to a large truck). Our carrier will invoice you if you need to keep your furniture in storage and may invoice you if they need to transfer your furniture to smaller vehicle to be able to access your delivery address. You are advised to seek help to move the crates and make arrangements for the disposal of packaging which can be quite a significant volume of material.
All services require your presence on the
delivery date
We reserve the right to bill you for any costs
incurred by not observing our delivery terms, such as storage,
second delivery attempts, calls to carrier for assistance
etc.
When your furniture arrives
Please make sure to inspect the packaging and / or your
furniture thoroughly when it arrives. Naturally we do whatever we
can to ensure your furniture arrives in pristine
condition. Unexpected things do happen though, and the below
explains what to do when they do.
Should your furniture arrive damaged
In the event your furniture and/or the packaging arrives
damaged, you should note this on the delivery note (local delivery)
or the Bill of Lading (curbside delivery).
In case of curbside delivery: as long as you note any damage
to the crate on the bill of lading you can sign for your
furniture. Given our packaging it is likely your furniture is
fine. If you can, take pictures of the damage to the crate(s),
then proceed to unpack and inspect the furniture.
Next, call customer service to notify us of the
problem. Please Note: we will not be able to accept any claims
made later than 24 hours after the arrival of your
furniture.
We try to package our products as efficiently as possible but
our principal goal remains to protect your furniture during
delivery. This means you will have some trash once you unpack your
order, so you will be tempted to throw away this
packaging. However, if for any reason your shipment arrives
damaged, please retain packaging for further inspection. Failure
to do so might void your claim.
Unless the delivery was made by our own delivery teams, we
will ask you to provide us with the necessary documentation upon
receipt of your report. This will include a copy of the final bill
of lading, and pictures of the damaged packaging and/or damaged
furniture. Once we have received this, we will contact you within
5 business days with a solution. Based on the situation we might
offer compensation, or offer to replace the furniture.
Important
Once uncrated, please use only your hands to open the
packaging. If you do not, you might unknowingly damage your
furniture. The damage done by not observing this guideline is very
typical, and can be identified beyond doubt. Unfortunately, we
will not be able to repair, replace or otherwise compensate you
for any furniture that bears these marks.
