SHIPPING YOUR ORDER

All orders take 2-4 business days for processing. Orders placed after 12PM Eastern Standard Time will start processing on the next business day. All orders will be shipped via UPS Standard Ground Services, Fedex, Common Carrier Freight or White Glove. Depending on shipping preference and weight of item, delivery time of your order can vary. 

Standard Ground UPS or Fedex preferences may take up to 4-12 weeks after processing time has been allotted. Orders that must ship using common carrier freight or white glove may take up to 4-14 weeks. International orders may take up to 6-16 weeks or more. The Order Processor will notate your account with an estimated shipping time based on your location, weight of item and shipping preference. 

Please note: Estimated shipping dates are not guaranteed. Estimated dates are subject to change without further notice. Our company will endeavor to ensure a prompt and safe delivery, however, Vielle + Frances cannot be held responsible in the event that your items arrive later than the estimated date due to geographic location, weather, seasonal demand, or manufacturer's delays.  Should you miss a scheduled delivery attempt, a second delivery fee may apply. 

Custom and/or Custom Upholstered Furniture will take approximately 8-16 weeks. 

"Free Shipping" or "Unlimited Shipping" on furniture orders will take a minimum of 6-14 weeks for delivery or more. Free shipping is only valid on in stock items. Estimated shipping dates are not guaranteed. Any item shipped separately from the total order will be eliminate unlimited shipping charge and all items will be billed separately by weight and dimensions.

Time Specific Deliveries or expedited orders are subject to an additional processing fee of $185. Homes that require "walk up" with more than 1 flight of stairs are subject to an additional fee of $65 per additional flight. Additional charges may apply depending on weight and dimensional weight. We will notify you of any additional charges before shipping. When calculating actual ship date, please do not count Saturdays, Sundays or Federal Holidays. Please note: Orders using the free shipping method can not be expedited.

INTERNATIONAL SHIPPING. vielleandfrances.com is not responsible for any Duties or taxes that you may receive from customs on International orders.

ADDRESS VERIFICATION: Please include a complete street address and phone number for all orders. For security purposes we verify all credit cards before shipping. In some cases, this may delay the orders estimated processing and delivery dates.

PLEASE NOTE: Delivery times are not guaranteed, notwithstanding additional charges, but are our best approximation and will vary with specific requests such as custom ordering, gift packaging and monogramming.  Appropriate shipping charges will be added to each order by weight and dimensions. Shipping charges may include a fuel surcharge. All orders over 150 lbs. will be quoted and shipped on the least expensive common carrier (truck) that's available. Shipping charges are non-refundable. If your order shipped with a parcel carrier (Fedex, UPS, etc), please contact them ahead of time to make any special arrangements.

Most large pieces (determined by dimensions and weight), as well as certain items that require extensive assembly or setup, are delivered using our White Glove service. To find out if an item qualifies for this service, please call 1-877-848-9596

All Common Carrier (LTL) and White Glove shipments from Vielle + Frances locations will be due upon checkout unless otherwise specified. If your order shipped with a freight carrier or White Glove service, you will be contacted for an appointment by the freight carrier or White Glove delivery agent ahead of time so that you can plan your schedule accordingly. Transit times are estimated and cannot be guaranteed. 

If you anticipate or require a delayed shipment, please contact customer service at 1-877-848-9596 or email customers@vielleandfrances.com

WHITE GLOVE SERVICES

White Glove Bronze
Bronze service level provides two-man delivery, to inside the threshold of your residence. If you live in a home with a garage this means the product will be left in your garage or driveway. If you do not have a garage the product will be left in your front entrance, or driveway. The product will be left in the original packaging.

White Glove Silver
Silver service level provides two-man delivery, to your residence to the location you choose. If you need the product moved up any stairs please contact us*. The product will be left in the original packaging.

White Glove Gold
Gold service level provides two-man delivery, to your residence to the location you choose. This service includes carrying the product up two flights of stairs from the building threshold (4-15 steps = 1 flight). Once the product is in the location you desire, the shipper will unpack the product and provide basic setup that requires no tools (i.e. will set pieces next to each other, or on top of each other). The shipper will also remove and dispose of all packaging.

White Glove Platinum
Platinum service level provides two-man delivery, to your residence to the location you choose. This service includes carrying the product up two flights of stairs from the building threshold (4-15 steps = 1 flight). Once the product is in the location you desire, the shipper will unpack the product. 

REFUSAL OF SHIPMENT

Once an order has already shipped, it cannot be canceled, changed, rerouted or redirected. If you would like to return the item, you will need to follow the "Return Policy". If the you refuse the shipment without prior written consent from Vielle and Frances, you will be liable for a 25% restocking/repackaging fee of the merchandise regular price value, a $150 refusal fee plus all shipping charges to and from Vielle + Frances.

For international (non-USA) deliveries, the customer will be responsible for any duty/VAT/import charges on refused or unclaimed shipments, in addition to return shipping costs. Shipping costs are not refundable on refused, returned or unclaimed shipments.

ORDER STATUS

You may check the status of your order at any time. To check the status of your order please visit Order Status. Your tracking number will be provided by the shipping carrier, we will update your order with the tracking information as soon as it is available. Please note that some orders using White Glove service will not have tracking numbers.

BACK ORDERS

We generally keep a good supply of all items available on our website. However from time to time we may be out of stock on certain items and unable to get them immediately from our distributors. We will ship the items that we do have on hand, and backorder the remainder of your order. This means that we place a standing order for your items with our distributors, who will ship them immediately to us when they have been received.

You will not be charged any additional shipping and handling for the second shipment. Most back orders ship within 72 hours when the item arrives our warehouse. However, some items, especially new releases may take longer. The availability date for these products will be listed on the product’s information page. We appreciate your patience.

SHIPPING FAQ

How will my order ship?

We will ship your order using the fastest, safest, and most reliable method possible. Therefore, we have established strong relationships with some of the best delivery companies nationwide. Every product on our site has been carefully selected to ship by a particular shipping method in order to provide you with an optimal delivery experience and best price if applicable.

When your order ships, we will notify you via email or via phone. Included in your email will be a tracking number for your shipment carrier. We encourage you to track your package online or on the phone with the carrier. Most companies can provide an estimated delivery date. Be sure to contact us if anything seems unusual with the progress of the shipment. You may use the corresponding link below to track your package. Please note that some shippers may not have tracking details for 24 hours after we post the tracking number. 

What if my shipping address is different from my billing address? 

If your order is shipping to an address other than the billing address on your credit card, we may contact you to list the alternate address with your credit card company. This helps prevent fraudulent use of your credit card. To list the alternate address with your credit card company, just call the 800 number on the back of your card and ask the agent to add the address to the notes on your account. Listing the address before you place an order helps us process your order more quickly.

How much is shipping and how are charges calculated? 

Shipping charges vary depending on the chosen service. Customers can calculate the actual shipping charge after placing all items into the shopping cart and proceed to check out.

What if my item is back-ordered?

If an item is on backorder, you will receive an email notifying you of the back order ETA (Estimated Time of Arrival). You will be given the option to cancel or continue with the order. You may choose to cancel or change your order by calling Customer Service at 1-877-848-9596. Please note: If your item is on back order and you choose to cancel, you will be required to cancel your order 24 hours after notification of the back ordered item to avoid the 25% cancellation fee.

What does back-order mean?

When an item is backordered, it means we have run low or out of stock on this particular item and are unable to ship at the present time. You will not need to re-order the item. We will keep this item on your present order and when it arrives, will ship this to you.

Why does the ETA of my back ordered item change?

Unfortunately the backorder dates are provided to us by the manufacturer of the product. When these dates change it is due to delays from the manufacturer to us. You always have the option to select a different product for quicker delivery.

How do I cancel a back ordered item?

When you receive an e-mail that indicates you have an item on backorder, you must fill out our Order Cancellation Form. This will instantly cancel your order and you will receive notification of the cancellation.