Returning Your Item or Product

We only accept returns on eligible items or products indicated below. Please carefully check the list below to ensure your item or product qualifies before reaching out for a return. We ask that all requests for returns are brought to our attention within seven (7) days of receiving the item or product. Please contact our customer service associates for approval of the return and to initiate the return process.  Our Email is – admin@homestorydesigns.ca

 

Delivery Charges are Not Refundable 

 

Shipping costs to return an item or product to our warehouse will be the responsibility of the customer or buyer.

 

Refunds will be issued in the original form of payment once all items or products have been received and inspected and will be shown on your account within 5-7 business days. Shipping and Delivery fees are non-refundable.

 

Please ensure the item or products has been packaged carefully and correctly for return shipping.

 

Do not ship the item or product back to our warehouse without pre-approval, as we will need to review returns on a case-by-case basis. We do not accept returns on all items or products.

 

Items and Products Eligible for Return:

• Décor
• Plug-in lighting 
• Small accessories 

 

Items or Products Ineligible for Return:

• Custom or made-to-order items or products, including artwork and furniture
• Medium and large furniture, for example dining tables, dining chairs, armchairs, sofas, cabinets, sideboards, nightstands, beds and any other items or products over 20 lbs.)
• Bedding, towels and bath products
• Hardwired lighting
• Rugs
• Items or products damaged through normal wear, such as sun exposure, humidity, or other natural factors.

 

Cancellations

Online orders can be cancelled within 24 hours for no charge.  A cancellation request after 24 – 48 hours incurs a 25% restocking fee to the client. Online orders cancelled after 48 hours cannot be cancelled and are subject to a final sale policy.

 

Items and products eligible for a return or exchange include items or products that arrive damaged provided you notify Home Story Designs Inc.  within 48 hours of delivery or pick-up.

 

Cancellation of a back-ordered Item or Product

Back-ordered items or products can only be cancelled within 48 hours of placing the original order. This does not apply to any made-to-order pieces. Please contact us at hello@homestorydesigns.ca if you would like to cancel an order.

Shipping

Where we Ship

We ship across Canada.

 

If you are shipping to a remote or rural location, please be advised additional delivery fees may apply.  We will contact you with an estimate after your order is placed.  Please contact us prior to placing your order should you have any questions or concerns.

 

Curbside Delivery

Curbside Delivery is delivered by a third-party freight company. This means your order can be delivered to a main entrance, garage or driveway.

 

Custom & Made-to-order Items or Products

Many of our large furniture pieces and artwork are custom or made to order. For estimated shipping timelines please refer to our product pages on our website www.homestorydesigns.ca. Due to their custom nature, all made to order pieces are final sale.

 

In Stock & Warehouse Items and Products  

In stock products at our warehouse ship within 2-4 weeks of receiving your order, unless otherwise specified. We strive to have all in stock products shipped as quickly as possible. 

 

Before you order

Please measure every entryway into your home and into the desired room.

 

It is especially important when ordering furniture and fixtures that you ensure these products will fit your intended location as these products tend to be larger, custom or made to order and are not returnable.

 

If you live in an apartment building, please also measure your elevator and staircases. 

 

If products do not fit your home or intended location, we do not refund delivery, and the product(s) are bound by the specific products return policy.

 

Rates & Service

Shipping costs apply to all orders.  Our shipping costs are calculated by size, shape, weight and distance of shipping address.  Your shipping fee should be added to your cart at checkout after a postal code is entered.  There should always be a shipping cost for each order.  If  a shipping fee is not added at checkout, our team will contact you with the proper price to ship your order to you.  

 

“White Glove” Delivery Deposit

For all White Glove delivery, a deposit will be charged at time of checkout.  Once your order has been placed, we will contact you via email with the final White Glove shipping cost.  

 

All larger furniture pieces to be delivered with our White Glove delivery service providers.  With the White Glove shipping method, each of your products will be unpacked on delivery, placed product in your room of choice and assembled, if applicable.  All packaging will be removed and disposed of by us.  

 

White Glove shipping provides the highest peace of mind for your furniture investment.  Before the White Glove representative leaves your location, they will require a signature confirming that you acknowledge there was no damage to your order.  The Customer is responsible for inspecting the product and pointing out any damage upon delivery before signing the for the Proof of Delivery form.  If there is damage, please note any specific impairments on the Proof of Delivery form before signing.  Home Story Designs Inc. is not responsible for any damage or imperfections you may find after signing the Proof of Delivery form and will not provide any compensation unless such damage or imperfection is noted on the Proof of Delivery Form.  

 

Kindly note, White Glove delivery is unable to remove or move existing furniture, mount art, remove or hang lighting or mirrors, connect any electrical products or make any other modifications to your home.  

 

To ensure a quick and safe delivery, be sure to:

• Clear or move any existing furniture that may block entrances, doorways and staircases
• Ensure your rugs are set in place
• Remove any frames or artwork from walls that may be susceptible to damage
• Secure any low-hanging light fixtures
• Remove any doors that may be necessary
• Place any pets in another room of your home

 

If you live in a building that requires the use of an elevator and have moving protection pads hung by the property manager and be sure to book its use in advance.  Please measure the opening and height of the elevator door to ensure products will fit.

 

During the winter season, please clear all driveways and walkways of snow and ice to ensure the safety of our delivery team and the security of your products. 

 

Damages

Kindly note that natural and organic materials, such as wooden items are subject to variations and imperfections that add texture and layers to the story of the item.  These variations can occur during the manufacturing process or while in your home as they adjust to the temperature and humidity of your space and climate. These variations are not considered defects and therefore are not classified as items or products eligible for return or damage claims.

 

Damages to items or products while in transit or defects in manufacturing are rare but occasionally happen. If your item or product arrives damaged, please email us at admin@homestorydesigns.ca within 48 hours of delivery with a detailed and clear description of the damages, you must include your order number, shoot and attach multiple clear photos of the damaged product and any damages to the original packaging, including the box in which it arrived. Please include multiple photos for us to easily and clearly reference the damage(s) reported. 

 

Please fully inspect your furniture at the time of delivery and communicate any damage or defect to our customer service team within 48 hours of receipt via email admin@homestorydesigns.ca, so that we may file a damage claim with our manufacturer.

 

If you refuse your item or product on delivery due to damage or manufacturing defect, your item will be brought back to our facilities. Our team will work diligently to have the item or product replaced and shipped as soon as possible.  Kindly note replaced items or products can only be for the same item or product and subject to availability. We will then review and evaluate the condition of the item or product.