If you would like to exchange or return an item purchased in the last 15 days, you will need to request a Return Authorization (RA) number (Note that Custom Orders and certain manufacturers are not eligible for return or exchange - Please see below for more information). After submitting your return request, we will review the information and forward via email an RA number and instructions for returning the item. This Return Authorization (RA) number is valid for 15 days. An RA number is not a shipping label. You will be responsible for all fees and logistics involved in shipping the item where you've been instructed to so. Please do not return items to our Los Angeles address without prior authorization as many returns may have to be shipped back directly to our suppliers. For returns on all items that are not defective, we are required to charge a 25% restocking fee. All custom items are final sale, select Artwork is nonreturnable. Please contact us with any questions on whether or not the item you are interested in is a returnable item. Please note that items shipped back to us without a return authorization number will not be accepted and will be returned to you. All items must be returned in their original, unworn and unused condition enclosed in original packaging within 15 days for a refund or exchange. Returned items should be free from dirt and debris. In the event an item is returned in a condition where it can not be resold, you will be asked to have the product picked up at your expense. If not picked up within 15 days of EdenLA's inspection, item will be destroyed in field or given to charity. Shipping fees are non-refundable. We offer free shipping on several of our items. If for any reason you need to return an item with free shipping, the refund you receive will be for the item price minus the standard shipping cost, in addition to the 25% restock fee. Standard shipping costs are based on various conditions, and will be disclosed to you before you make the decision to return an item. If you opt to exchange your free shipping purchase for another item that also had free shipping, a standard shipping charge will be added to cover our costs.
Upon delivery, please take time to inspect all freight shipped furniture items carefully for any damage that may have occurred in transit and contact us immediately. Do not sign for the furniture if you have not inspected it. Claims against damaged items must be made within 3 business days. Unfortunately, claims made after the 3 business day window will not be accepted and are unable to be returned. If for any reason your custom furniture piece does not arrive with the specifications that you selected when ordering, EdenLA reserves the right to have the item or items replaced and reshipped at no additional charge to you. You should contact us immediately if this occurs so that we can get the replacement in the works as soon as possible. While the manufacturers do their best to ensure excellent packaging; occasionally glass and mirror could get damaged at the hands of a delivery carrier in transit. Items received with broken glass ARE NOT considered defective products. Www.EdenLA.com and the manufacturer reserve the right to replace the glass or mirror as quickly as possible. In these cases, you can contact our customer service department to request replacement glass to be sent to you at no additional cost.
EdenLA does everything possible to assure a smooth and prompt delivery of your furniture and custom items. However, be aware and consider that there are circumstances out of our control that may arise and result in a delay in the production or delivery of your items. We do our best to give accurate lead times for each furniture manufacturer but estimated lead times are not a guarantee of a specific delivery date. We welcome your inquiries as the estimated delivery time approaches and we can follow up to give you a more specific idea of your ship date at that time. Also note that shipping time for freight items is approximately 7-15 business days from the time that the item(s) are scheduled for pickup from our manufacturer. We act as your liaison to best assist you in a prompt delivery but again, there are variables that are out of our control as we are considered a third party. We know you'll enjoy the product that is made especially for you! Color note: Because every computer monitor displays color differently, we cannot be responsible for variations between the actual product color and how it is displayed on your screen.
Natural Products: All items made from natural products such as but not limited to-limestone, marble, alabaster and granite will have natural variations and no two will be the same. These variations should be expected and are not seen as defects. ________________________________________ Refunds You can expect a refund in the same form of payment originally used for purchase within 15 days of our receiving your return. Please understand that it takes several days for us to go through returns and to inspect them. After inspection it is sent to our credit department for processing. If accepted, a credit is given and it takes several business days for a credit to post through the credit card processor and issuing bank. All returns and exchanges will be credited less 25% restocking fee and shipping costs. If an item was free shipping, the original shipping costs incurred by EdenLA will be deducted. EdenLA reserves the right to charge restocking fees on any and all returned or exchanged items. If you have not received a credit and it as been longer than 15 days, please send our Customer Service Department an email at edenLA@edenLA.com
Wrong Products Received If you are shipped a different product than you ordered, please Email Us or call us at 310-820-8109 within 48 hours of receiving the product. We will provide an RGA # and instructions on how and where to ship them back. We will pay for the freight/shipping back and ship the correct product free of shipping/freight charges.
Cancellations and Changes If you need to cancel or make changes to an order you must contact us the same day that you placed the order at 1-310-820-8109. Some orders ship the same day, so we need to know as soon as possible. Calling in or requesting a cancellation does not guarantee your order can be cancelled or changed as it may have already been picked or shipped by EdenLA.com or the manufacturer.
Defective Merchandise If an item is received by you and is thought to be defective please contact us immediately. Photo proof will be required to verify and if deemed defective by EdenLA and the manufacture, you will receive a replacement of the same item within 45 days at no cost to you. EdenLA will have the defective product picked up at no cost to you (the item must be in its original packaging). DEFECTIVE PRODUCT MAY NOT BE RETURNED FOR REFUND, REPLACEMENT ONLY. Defective claims will not be honored after 5 business days of receipt.
Damaged Shipments A Truck Line freight company may deliver the item(s) you have ordered if they are oversized and noted as freight. You, or persons acting on your behalf, must be present at residence during the time of delivery. If you would like to contact the freight company yourself to schedule your appointment ahead of time, please contact our customer service department. If you receive a shipment from an order that you placed with EdenLA.com with obvious freight damage, you must refuse the shipment at time of delivery and note the damage on the bill of lading. We will then order and ship a replacement for you. If you sign for the shipment without reporting any damage you are responsible for all damages and must make any claims with the shipper. Please make sure that you inspect all packages before you sign for them. If you receive a shipment from an order that you placed with EdenLA.com with concealed damage, Line Freight, or Ground Shipments (UPS/FEDEX), you must report the damage within 48 hours to our customer service department. If you fail to report the damage in a timely manner you could be responsible for all damages. Damage claims will not be honored after 5 business days of receipt.
Tracking Your Order Once your item has been shipped you may contact Customer Service to obtain a tracking number. You will receive an email that your item has shipped. Please note that it could take up to 24 hours.