F.A.Q.

Assembly and fabrication

  • DOES YOUR FURNITURE PRODUCTS NEEDS ASSEMBLY?

    Yes, in certain cases. The B3 bench and the Vika coffee table need assembly. For the moment being, their the only products that need assembly. The assembly required is really straightforward. Usually, you need to assemble the parts with 2 to 4 screws and that's it. We keep it to the minimum on purpose but assembly is necessary to reduce the shipping costs and increase protection in transport.


  • WHERE ARE US & COUTUMES PRODUCTS MADE?

    All of our products are made by hand in workshop, located in Montreal.

 

Custom work and products

  • DO YOU GUYS DO CUSTOM WORK?

    Yes, we do! If you are interested, contact us so we can give you our advice on your project. Something it needs design work, which will make it more expensive, sometimes it is more simple than you might think. You can contact us here.

 

Exchange, refunds and credits

  • CAN I GET A REFUND?

    See previous question/answer


  • CAN I EXCHANGE/RETURN SOMETHING I PURCHASED?

    Yes you can. We are really flexible for credits, refunds, and exchange. Our main objective is that you are satisfied. There are certain guidelines to follow if you want to return something though: - The object/furniture must be in perfect shape. In other words, we need to be able to sell it. – If you want to get a refund, we can only refund the price of the purchase, not the cost of the shipping to send the item to you. – If you return an item, the shipping fees to send the item back to us is yours to pay. We’ll gladly pay for shipping the repaired/replacement product back to you. The only exception to this is in the case where we are responsible for sending the wrong product to you in first place. Rest assure, it has never happened. – If you return an item that is lost during shipping, we can not be held responsible. Shipping must always include insurance and a tracking number. – If you receive an item that is damaged, please take a picture of it in its actual state so we can make a claim to the Post. – If you order a custom product, it is considered a final sale. No refund or exchange is possible. You can visit our Delivery and return policies page for more detailed information.

Maintenance

  • HOW SHOULD I TAKE CARE OF MY US & COUTUMES PRODUCTS?

    Our products are either finished with hard oil, varnish, paint or lacquer. We recommend you clean them with a damp rag as much as you need. Do not use wax, lemon oil or other commercial furniture cleaning agents. That's is. We choose our finish products so they present no harm to health, are environment friendly as much as possible and DO NOT need to be reapplied (that's why we don't use mineral oil).

Security, personal informations

  • WHAT INFORMATIONS DO I NEED TO GIVE YOU TO PURCHASE? WHY DO I NEED TO PROVIDE THOSE INFORMATIONS?

    All information provided by you is only used to ensure the best possible shopping experience. All information is strictly confidential. Your personal information will not be shared, circulated, nor modified in any way without your previous consent. If you place an order with us, we request certain personal information. You must provide contact information (such as name, email and delivery address) and financial information (such as credit card number, expiration date and the 3 digit security code). We use this information for billing purposes and to complete your order. If we have trouble processing an order, we will use your contact information. Your telephone number is required for shipping purposes in case the Post needs to contact you regarding the delivery.


  • HOW CAN I KNOW THAT MY PERSONAL INFORMATIONS ARE SECURE WHEN I PURCHASE SOMETHING ON YOU WEBSITE?

    Excellent question! To help ensure that your shopping experience is safe, simple and secure our web site uses Secure Socket Layer (SSL) technology. This encrypts and protects the data you send to us over the internet. If SSL is enabled then you will see a padlock at the top of your browser and you can click on this to find out information about the SSL digital certificate registration. You will also notice that when you look at the location (URL) field at the top of the browser you will see it begin with ‘https:’ instead of the normal ‘http:’. This means that you are in secure mode.  

Shipping

  • WHAT IS THE DELAY BETWEEN THE MOMENT I PURCHASE AND WHEN YOU SHIP MY ORDER?

    Depending on the product, allow: - 2-3 business days for small products without a paint finish - 4-5 business days for small products with a paint finish - 2-3 weeks for furniture before your item is shipped. Most of the furniture is made on order with certain parts made in advance. - Custom orders depend on the complexity of the project and the amount of design required. Therefore it is a case by case situation. This being said, we always do our best to ship as quickly as possible

  • HOW DO YOU SHIP MY ORDER?

    We use Canada Post and USPS for shipping every order. Both of the services are really reliable and affordable. Every shipment is insured for the total value of the object purchase. For more expensive pieces, like furniture, we also demand a signature upon receiving the shipment.

Warranty

  • WHAT WARRANTY DO YOU OFFER?

    We offer a lifetime guarantee on all of our products. We gladly stand behind the design of our products and our principal concern is that you are satisfied with your purchase(s). If there is a problem with your purchase, please contact us so we can evaluate with you what is the problem and how it can be solved. Note that we will not replace products damaged due to negligence.