Rugs – ByCloudia

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FAQ

Shipping & Handling

ByCloudia will assist customers in determining the best method of shipment for their items. Shipping options include local delivery, White Glove shipping providers, and crating services. ByCloudia will coordinate with customers and third party shipping providers in order to deliver your items swiftly and safely. If you are setting up your own shipping, please beware of shipping companies that are not insured and bonded. Free shipping in the Austin metro area.

By completing a purchase through ByCloudia you acknowledge that responsibility of your purchase transfers to the Third Party delivery provider of your choice at the time of pickup.

USPS & UPS Shipping:

Items that are eligible for shipping via UPS or USPS will be mailed within 5 days of payment. Items will be insured.

Please understand that delays in shipments via USPS or UPS are not the fault of ByCloudia. If you would like to ensure an item arrives by a certain date, we will assist with expedited delivery. Items that are returned to us due to incorrect delivery addresses, will be charged a shipping fee again in order to reship. Items that are lost in the mail or stolen following delivery are not the responsibility of ByCloudia, nor can we be held liable for replacing the item. We will happily assist in filing a claim with the mail provider. Clients are responsible for any insurance deductibles involved with an insurance claim.Answer

Returns

Buyers have 48 hours after delivery to inspect their item(s) and contact hello@bycloudia.life if they wish to return an item. The buyer is responsible for the outbound and return shipping charges, and they will be deducted from the buyer's original purchase price + taxes if applicable.

For Parcel returns, buyers are responsible for packaging and shipping the return within three business days after the return shipping label is received. The buyer may also be responsible for the packing charges incurred by the seller. Buyers may not be reimbursed for returns that are not received in original condition.

To make sure both the Buyer and the Seller are satisfied, ByCloudia collects payment from the Buyer at the time of purchase and only releases payment to the Seller after the 48-hour Return Policy window has expired.

When contacting us to initiate a return, please include:

The reason for the return
Your order # (you can find this in your order confirmation email)
Your phone number
If the item arrived damaged, photos of the damaged item and packaging

Once we review your return request, we will contact you with further instructions.

Each returned item must be received in original condition. We reserve the right to deduct for any damage that may have occurred not related to transportation. A refund of the purchase amount, less any charges for which the buyer is responsible, will be processed upon confirmation that the item has been safely returned to the seller.

If you have any hesitation prior to purchase or would like more details, we would love to share more photos and answer any questions. ByCloudia neither assumes nor offers any warranty on vintage, or refinished/reupholstered items after items leave our showroom.Answer

Additional Terms

ByCloudia is not responsible for damage, theft, loss or otherwise that occurs after the item has been purchased. ByCloudia is not responsible for damage, theft, loss or otherwise that occurs as a result of shipping or White Glove Delivery. ByCloudia is not responsible to refund, restore or replace inventory that may experience damage, theft, loss or otherwise as a result of White Glove Shipping, Ground Shipping through Fed Ex, UPS or USPS, local third party delivery providers or ByCloudia staff assisting with load in or pick up. The Royal Turkey will assist in coordinating shipping as a service to our clients, but the third party delivery providers bear full responsibility for the items. By completing a purchase, the client is responsible for any insurance deductibles related to filing an insurance claim.

If using a third party receiver, clients acknowledge that the receiving party takes full responsibility for the condition of pieces at the point of delivery if no defects are documented directly with the carrier. On request, customers may also coordinate their own shipping directly with the carrier of their choice by making all arrangements for pick-up and packaging requirements. Carriers arranged by customers take responsibility for item condition at the point of purchase.

We suggest that all clients fully inspect their item at the time of delivery and before the delivery providers leave the home. In the rare event that an item arrives damaged, please call our showroom immediately so we can begin the claim process. In order for us to assist in a resolution and file a claim, we will need to receive detailed photos within 24 hours. Please also take photos of the damage and shipping material and keep the original shipping packaging. ByCloudia will file a formal claim with the third party delivery provider. ByCloudia is not responsible to provide refunds for goods damaged, lost or stolen by third party providers.

Condition of Items

The majority of items we sell are vintage, unless otherwise stated. Some signs of wear are expected, including items described as “in excellent vintage condition.” If you have any questions or concerns about a piece and its condition, please contact us for additional photos and details prior to purchase. We are happy to set up a FaceTime viewing, or anything you need to feel confident in the condition of the piece.

Listed pricing for any item purchased online does not include shipping, packaging or delivery unless otherwise noted.

Approvals

1. Approval is when a client picks up ByCloudia items and is allowed 24 hours to decide whether or not to purchase items. Items not purchased must be returned
by 4:00 pm the day after they are taken out of the store.
2. Approvals are available Tuesday through Saturday.
3. Client agrees to provide their own movers for large items on approval.
4. All returned items must be in their original condition and packaging with tags attached.
5. Client agrees to purchase any items damaged or lost while in their possession during approval time.
6. Client agrees to provide credit card information in exchange for taking items on approval.
7. Client agrees to have their credit card charged for full amount by close of business the next day if there has been no communication or indication of desire to return items. This charge occurs automatically in our system.
8. Approvals are not allowed for personal promotion, staging, photoshoots or videoshoots.

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