Almost everything we sell is built after you order it, in the configuration you chose. That's why we can offer the full catalog of the houses we carry instead of a limited warehouse — and it's why some of our terms differ from a general online store. All of them are here, with nothing buried.
Cancelling an order
You have 5 days. Within 5 days of order confirmation you can cancel for any reason, at no cost, and we refund in full. The five days run from your order confirmation email, which carries the date.
Email info@lamercanti.us. The date your message is sent is what counts. We'll acknowledge within a few hours; if you don't hear back from us, call +1 855 335 8079. An email that gets lost shouldn't cost you a cancellation.
After that, it depends on where the order has moved:
- not yet released to the manufacturer — cancelled at no cost
- released to the manufacturer — we retain 30% of the order value
- in production — the order can no longer be cancelled
- shipped or delivered — the order can no longer be cancelled, and your rights on damaged or non-conforming goods remain
We tell you where your order stands before withholding anything. If you write and the order hasn't been released yet, you pay nothing — even past the five days.
Returns
Made-to-order and custom pieces are final sale. They're produced for your order alone and the manufacturer will not take them back. This covers anything configured to your choice of finish, fabric or dimension, and anything built to measurements outside the catalog. It's marked on the product page before you buy, and confirmed at checkout, so it's never a surprise.
In-stock items bought directly from the site can be returned within 14 days of delivery, provided they are unused, unassembled and in the original crating. Returns need our written authorization first — email us and we'll issue it the same day.
Two costs apply, and we'd rather you know them now than later:
Return freight is yours. Furniture doesn't go back by parcel service: it needs a dedicated truck, export crating and often a liftgate, and it travels back to Italy. As a guide:
- a chair or small piece: $600
- a desk, credenza or single case good: $1,200
- larger orders: quoted, from $1,500
Alaska, Hawaii, Canada and remote locations are quoted individually. These are conservative estimates: the actual cost depends on volume, distance and access at pickup. We can arrange the return and bill you the actual cost, told to you before we book it.
A 20% restocking fee covers inspection, re-crating and handling. We waive it if you'd rather take store credit for the full amount, or exchange for another piece of equal value.
Added delivery services aren't refunded. We refund curbside delivery; threshold, room-of-choice, white-glove and installation are services already performed.
Refunds are issued within 7 business days of our receiving the goods, to the original payment method. We don't issue credit vouchers in place of refunds unless you ask for one.
Damaged or non-conforming goods
This is different from a return, and it works differently: it costs you nothing, ever.
Inspect the crates before signing and note any visible damage on the delivery receipt. Send us photographs within 7 days. We file the freight claim, and we arrange repair or replacement at no cost to you — you deal with neither the carrier nor the factory.
If a piece arrives materially different from what you ordered, tell us within the same 7 days and we'll replace it or refund it, including reasonable return freight.
What isn't a defect: natural variation in color, grain, figure and texture in wood, leather, stone and textiles. These materials are not printed, and no two hides or boards match exactly. If a close match matters to your project, ask for samples before ordering — we'd rather send them twice than have you disappointed once.
Your rights under state law
Some states give buyers rights that go beyond this policy, and where they do, those rights apply. Nothing on this page limits them.
If you're buying in New Jersey, your order confirmation carries a written delivery date and the cancellation rights required by New Jersey law, which apply regardless of anything stated here. If you're in Ohio and we haven't shipped within eight weeks of your payment, we'll write to you before that point with a new date and the option of a full refund. If your order was closed through direct contact from us rather than from the website, and you're in Utah, your order documents include the cancellation notice Utah law requires.
Questions about any of this: info@lamercanti.us or +1 855 335 8079.