Returns & Exchanges

DELIVERY POLICY

Delivery Options

It is our intention to make the delivery and returns processes as simple and easy for you to use as possible, enhancing your experience of using the website, and ensuring that you receive your order safely and promptly; and our team are committed to making this happen for you.

In the event that an item is out of stock we will communicate with you and offer an alternative if one is available, or keep in touch and advise when that product is available once more.

Orders received by 2.30pm will be processed for despatch that day, subject to confirmation of payment and stock availability.

Our partner courier services aim to deliver within 3 working days for our standard delivery option and Next Working Day if that service is selected once your piece is finished. Other options are available upon request, please contact our Customer Care team when placing your order.

We are committed to providing clear expectations of delivery times and to communicate with you as quickly as possible should we be aware of any difficulties. However, as hard as we may try there may be circumstances outside of our control which mean that quoted delivery dates cannot be maintained, i.e. bad weather, vehicle breakdown etc. This will not happen often but if it does we will communicate with you; but we cannot accept any liability for any loss or damage, whether direct or indirect, caused by a delayed or failed delivery.

Currently we have the following delivery options :

Standard Delivery - Monday to Friday via USPS or Fedex (upon request) within 3 working days per consignment
Next Day Delivery - Next working day via USPS or Fedex (upon request) if ordered before 2:30pm
Saturday Delivery - Saturday delivery via USPS or Fedex (upon request) if ordered before 2:30pm Friday
International Delivery (Excluding Furniture) - Monday to Friday within 3-7 working days, delivery costs are subject to the weight and size of orders
Furniture Delivery - Monday to Friday via white glove service at no additional cost, delivery times are subjected to furniture lead times.

FREE STANDARD DELIVERY ON ALL ORDERS OVER $50*

You will be able to track your order via a tracking code generated by the courier and attached to the despatch confirmation email that will be sent to you. The status of your order can also be seen by logging into the My Account area of the website if you have set up an account. Sometimes tracking information may not be available, this will usually be due to the time of arrival of the package with the courier and the updating of their systems. Please contact our Customer Care team should you have any questions or concerns.

We will deliver to any address nominated by you – home, work or anywhere convenient for you, but not to a P.O. Box address. Orders will be delivered to the address provided on the order, and a signature is required when they leave a parcel so that a record of all deliveries is maintained. If there is no one in at the nominated address the courier will try and leave with a neighbour and put a card through your door. If that fails the package will be returned to the warehouse and you will be carded to arrange re-delivery or for you to collect.

We do not schedule the delivery routes or times but we partner with professional couriers and if your delivery is time critical please contact us and we will aim to help.

International Delivery Options

We are delighted to receive orders from international customers. When you enter your delivery address at checkout the website will automatically calculate the weight of your order and provide details of the carrier and the cost of shipment. Delivery schedules will be between 5 and 15 days but can be much sooner dependant upon destination. It has been known for deliveries to be affected by Customs & Excise delays in the final destination country from time to time.

We are a US based website operating within the US. Purchases on the site can be made securely using PayPal, AMEX or credit/debit cards. All payments are processed in dollars (US).

International credit card providers or banks outside of the US will determine their own exchange rates and charges that you will be liable to pay. We have no control over such rates and charges and you should check with your issuing bank you should you have any such questions.

Our website shopping cart automatically calculates whether TAX is due or not on your purchase and this will depend on the delivery address.

Any local import duties and taxes that may be due are the sole responsibility of the recipient of the goods.

International Furniture Delivery

Due to recent orders being damaged in transit we have unfortunately had no option but to cease sending furniture outside of the UK. For international furniture deliveries, please contact our Customer Care team who will be happy to recommend our preferred providers and discuss your shipping options with you. For information regarding our returns policy for made-to-order items please see our returns section.

RETURNS POLICY

Returns and Exchanges

We hope and anticipate that you will be delighted with the goods you have purchased from us but with our returns and exchange policy you can feel confident in buying from us, knowing that you can return goods if they are not suitable in any way nor as you has expected.

Should you not be delighted with your purchase or if you need to return them for any reason, you are able to do so within 30 days of receipt. We are happy to offer you an exchange or if you wish a refund, provided that the goods are returned intact and in the same condition as when they were received, un-used, un-washed and in their original packaging with any garment tags still attached.

How to return goods

Please obtain a Returns Authorisation Number which can be done through your “My Account” on the website or by contacting our Customer Care team. Please write this on your delivery note and include within your parcel to return to our warehouse. Once goods have been received all appropriate refunds will be applied as quickly as possible to your original method of payment; and within 5 days of goods being received. It can take 3 or 4 days after we have processed a refund payment for it to appear on your credit/debit card statement.

To ensure you will be credited in full goods, must be returned within the appropriate timescales, in perfect condition, un-used and un-washed and in the original packaging with any garment tags still attached. Please ensure that you also enclose your contact details in case we should need to be in touch regarding your return.

Address for Returns is :
Canaima Design - Returns
7123 Eldorado Center Ln

Houston, TX 77069

United States

For your own security please ensure that you obtain proof of posting or despatch and obtain appropriate insurance cover as we cannot accept responsibility for goods lost or damaged in transit.

If it is easier, we can arrange to collect goods from you at the cost of $10.00. Should you wish to use this option then please contact our Customer Care team at Info@CanaimaDesign.com

We do want you to be delighted with your order so it would help us to help you if you consider the following before purchase :

The product you are ordering is compatible with other furnishings
That the dimensions are correct and the product is fit for purpose
You are happy that the fabric and/or finish is correct for you
The delivery address requested can receive the product

Goods received back for return or exchange outside of these conditions may be accepted at the discretion of the company, refunds may then be made as a store credit.

Our returns policy does not affect your legal and statutory consumer rights.

OUR FURNITURE DELIVERY AND RETURNS POLICY

Furniture delivery currently available within the US only.

When you place an order for furniture, you will receive an initial phone call within 2 working days to confirm your order and to explain how the delivery process works.

We will confirm the lead time for your item and provisionally arrange a delivery date.
We will explain our delivery procedure and our returns procedure for furniture items.

Our Delivery Procedure

You must be at home to accept delivery, we cannot leave the goods otherwise
A date and time window (AM or PM) will be arranged with you as soon as the product is ready
On the day of delivery, You will receive a phone call within an hour of our arrival time to confirm
On arrival, your goods will be unwrapped from the transit packaging, quality inspected, and placed in the requested room position, and all packaging removed if required.
You will be asked to check our Returns policy and to sign our delivery note to say you understand the policy and are happy with the product delivered.

Our Returns Procedure

We want you to be happy with your purchase, and the steps we have taken above, we believe, will ensure that you have full satisfaction.

For made to order items that are not in stock, such as furniture products :

We are unable to offer refunds or exchanges, unless faulty or not as described, for any made to order products such as furniture.
Where a product has been specifically ordered for you, unless faulty, we are unable to refund or offer an exchange.
We are also unable to accept cancellations for these orders, unless we are notified in writing (or email) within 48 hours of the order being placed.
We will make these procedures clear when you place your order with us.
This does not affect your statutory rights.

Guarantee

We provide a 12 month manufacturer’s guarantee on all furniture items. Furniture we sell is for domestic use only and must be used for the intended purpose. The guarantee does not cover accidental damage or mis-use of the product.

Damaged or Faulty Furniture Items

If your furniture is faulty or damaged please contact our Customer Care team at I nfo@CanaimaDesign.com as soon as possible so that we can provide a resolution.

Repairs

We work with several furniture repair companies who will endeavour to complete a home visit within 14 days of being notified of an issue. They will evaluate the fault and provide us with their independent assessment. If the issue is confirmed as a product fault, we will instruct the company to go ahead and repair, or alternatively replace if uneconomical to repair.

Damaged or Faulty Goods

Should you receive damaged or faulty goods please contact our Customer Care team within 48 hours of receipt of the goods and we will arrange collection of the goods. It would help us and also speed the process if you could email a photo of the damage or fault.

Do ensure that you return the damaged or faulty goods in the original packaging as you received them and our courier will collect or you can return to us and we will refund all reasonable charges.

Once our warehouse have received and inspected the goods, a refund including delivery charges, or replacement, will be arranged at our expense.

Returning Gifts

A gift can be returned in line with the standard policy within the conditions. However, we can only communicate with the person who placed the order and an email will be sent to them to confirm the exchange or refund; and refunds can only be made to the payment method used for the original purchase.

Returns from International Destinations

Items must be returned within 35 days of receipt and in accordance with the general terms as noted in our Returns Policy, and be un-used and in their original packaging. We will refund the price paid for the goods once they have been returned to our warehouse but shipping costs and any other duties or taxes cannot be refunded. This does not affect your legal and statutory rights as a consumer.