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    Frequently Asked Questions

    ORDERS, DELIVERIES & RETURNS

    HOW LONG WILL IT TAKE FOR MY ITEMS TO ARRIVE?

    For standard, in-stock orders, our warehouse team strives to process and ship your purchase within 5 business days. For Standard Ground shipments, most orders are delivered within two weeks. Custom furnishings take 8-10 weeks for delivery. This includes 5-7 weeks of production time, and 1-2 weeks in transit.

     

    WHICH SHIPPING CARRIERS DO YOU USE? 

    TBD

    UPS/FedEx/White Glove Option(s)

    We ask that you inspect your delivery upon its arrival, and provide a signature upon receipt.  

    If you have any questions about how your furniture item will be shipped and delivered, please call our Customer Care team at (Store Phone Number) or email us at customercare@lordandlady.com.

     

    WHAT IS THE RETURN POLICY FOR ONLINE PURCHASES?

    View our Return Policy. 

     

    HOW LONG DOES MY REFUND TAKE?

    Refunds are generally processed within 1-2 weeks. Please note a return authorization (RA) number IS REQUIRED IN ORDER TO RECEIVE A REFUND, REPLACEMENT, OR REPAIR. Since all our online orders require credit cards as the method of payment, your refund will be issued as a credit back to the same card used to make the original purchase, unless other arrangements have been made with our Customer Care team.

     

    HOW DO I CANCEL MY ORDER COMPLETELY?

    Custom furniture orders may be canceled within 24 hours of submitting the order.

    We regret that we are not able to cancel orders for in-stock merchandise once they have been transmitted to our fulfillment center.

    When you submit your order online, it is instantly entered into our database, your order confirmation email is sent, and your payment is verified by our system. Within an hour or so, your order is transmitted to our fulfillment centers and can no longer be modified in any way. We hope that in most cases this expedited order process works to your advantage; however we recognize that it can make it difficult to cancel or modify your order.

    If we are unable to cancel your order, you can always return your order to us for a full refund of the merchandise value. Please consult our Return Policy for more information on returning your order.

    In some cases, it is possible cancel backordered items on your order, since they are not scheduled for immediate shipment. Please call us at (Store Phone Number) or email us at customercare@lordandlady.com with questions. We are available to assist you Monday through Thursday from 10am to 6pm (EST), Friday and Saturday from 10am to 7pm (EST) and Sunday 11am to 5pm (EST).

     

    HOW WILL I KNOW THAT YOU’VE RECEIVED MY ORDER?

    Once items have been ordered, a confirmation page will show a summary of your transaction. You may choose to print this for your records. An email version of this summary will be sent promptly, provided that we have an accurate email address. You will receive a subsequent email when your product ships, including tracking information (if available).

     

    HOW DO I KNOW IF MY ITEMS ARE AVAILABLE FOR IMMEDIATE SHIPMENT?

    If the item is not in stock, an inventory status and expected ship date will appear as a message in the shopping cart. Delivery time frame for custom upholstered furniture is 8-10 weeks. Occasionally, we find that an in-stock item is damaged or defective when we fill an order – and that getting a replacement for you results in your item becoming temporarily unavailable. If this should occur, we'll strive to fulfill your order promptly. This delay will not incur further charges.

     

    WHAT IF AN ITEM IS ON BACKORDER?

    We strive to maintain inventory of all products. However, if an item is on backorder, you will see a backorder message in your shopping cart with the expected in-stock date. Occasionally, if we have had unexpectedly high demand for an item, we may sell out before the backorder message displays. If this is the case, you will be notified via email as to the status of that particular item.

     

    HOW DO I SHIP TO AN ADDRESS OTHER THAN MY BILLING ADDRESS? 

    Simply enter the desired destination on the shipping information page at checkout.

     

    WILL I RECEIVE ALL THE ITEMS IN MY ORDER AT THE SAME TIME?

    We ship your items as they are available. If an item is backordered or delayed, it will ship separately, at no extra charge. For your convenience, furniture items are held for a single delivery, shipping when all furniture items on the order are available.

     

    HOW DO I USE A PROMO CODE?

    Enter the promo code in your shopping bag to receive a discount on your order. Discount excludes Gift Certificates and Art. Not applicable to previous purchases. Only one promo code per purchase; cannot be combined with any other offers. Shipping and handling charges still apply. Limited time only.



    CREDIT AND PAYMENTS

     

    WHY ARE ORDERS SHIPPED TO SOME STATES TAXED? 

    Lord & Lady maintains offices in Florida. Our physical presence requires us to collect sales tax on behalf of the state. State laws require sales tax to be collected according to the address where the merchandise is shipped.

     

    WHEN IS MY CREDIT CARD CHARGED? 

    When you place your order online, we will perform an authorization on your credit card to verify that the funds are available. This authorization may place a temporary hold on the funds while your order is being processed. If an order that you placed is subsequently cancelled and not shipped, any funds which were being held due to this credit card authorization should be made available to you again within 2-5 days, depending on your bank’s policies.

    Please note that if you have a backordered item which has not shipped within a week of the original order placement date, we may need to re-authorize your credit card prior to the shipment of that item once it is returned to stock, to verify that the funds are still available. If your credit card is declined or has expired, we will contact you to update your payment information. We allow 10 business days with a correction or alternate payment method, we regret we will have to cancel your order.

     

    WHICH CREDIT CARDS DO YOU ACCEPT?

    We accept Visa, MasterCard, Discover and American Express.

     

    IS MY CREDIT CARD INFORMATION SECURE?

    Yes, we encrypt all credit card information during transmission and storage, so that data is private and secure.

     

    HOW DO I PURCHASE A LORD & LADY GIFT CARD OR E-GIFT CARD?

    We have two options for purchasing a gift card online – physical gift cards and eGift Cards.

    If time allows, our specially packaged Lord & Lady Gift Cards make a beautiful gift. They arrive in our custom-made signature box in any denomination you choose (Confirm Amounts Available for Gift Card). A gift message is also included. eGift Cards are only available online by selecting eGift Card in the “SHOP”. If you need to get it there in a hurry, our online eGift Cards are perfect. They can be emailed immediately in any denomination you choose, with a gift code and personal message.

     

    HOW DO I REDEEM A GIFT CARD?

    To redeem a gift card in store, simply present your gift card when you check out. To redeem a gift card online, simply enter the gift card code in the field provided in the shopping cart. Your gift card total will be applied as a method of payment to your merchandise total. You will be required to submit an alternate method of payment at checkout if there is any balance remaining over and above the gift card amount.

     



    PRODUCTS

    WHAT IF I HAVE QUESTIONS ABOUT YOUR PRODUCTS? 

    Most products will include a care label and/or washing instructions. Please refer to these instructions. If you still have questions about the product, please contact us at customercare@lordandlady.com.

     



    EMAIL SUBSCRIPTIONS

     

    HOW DO I CHANGE MY MAILING OR EMAIL ADDRESS?

    Update your personal information on your accounts page, or email customercare@lordandlady.com. If you don't yet have an account with us, register here. If you are a returning customer having trouble accessing your account, try resetting your password.

     

    WILL YOU SHARE MY MAILING ADDRESS WITH OTHERS?

    No, we keep our email addresses private. 

     

    HOW DO I UNSUBSCRIBE FROM YOUR EMAIL LIST?

    You can’t. Kidding…you can unsubscribe from our email list here. You will be missed but you can always come back. 

     

    HOW DO I CHANGE MY EMAIL PREFERENCES?

    You can update your profiles by simply clicking on the Update Profile link in the most recent email from us or by returning to the signup form. When you visit the signup form simply fill it out as normal using the email address you would like to change preferences for. You'll see an error message but not to worry, simply click the "Click here to update your profile," link and we'll send you an email with a personalized link to update your profile. 



    OTHER QUESTIONS

     

    ANY OTHER QUESTIONS WE HAVEN’T ANSWERED?

    For questions we haven't answered, or information we haven't provided, please contact us at customercare@lordandlady.com. We welcome your comments and suggestions.