FAQ
Online Orders
Fast and convenient, our website not only enables you to point, click and purchase, but it also allows you to track an order, access your order history. We ask that you review your order carefully prior to submission, as it cannot be modified once submitted.
Order Confirmation
Fast and convenient, our website enables you to point, click and purchase. Our easy-to-use platform allows you to track an order and access your order history. Please review the details of your order carefully before submitting, as it cannot be modified once submitted.
Credit Cards
We accept the following methods of payment: Visa, MasterCard, Discover
Items are charged to your credit card when the order is submitted. If an item is on back-order, we will notify you via email with the proposed ship date.
Merchant Gift Cards
We accept participating Merchant Gift Cards: Visa and MasterCard. However, the order total must be equal to or less than the merchant gift card balance. In the event the order sum is greater than the Merchant gift card balance, the default payment option entered at checkout (i.e. debit, credit, PayPal, Affirm and so on) will be charged the full order total. Please confirm order totals and gift card balances prior to attempting to place your order. For assistance applying a Rachel Ashwell Shabby Chic gift card, please contact our customer service team.
Price Differences
We make every attempt to have consistent pricing throughout our website and stores. Occasionally we offer special prices that are exclusive to our website. Please email us at customerservice@shabbychic.com if you have any questions about pricing.
Furniture/Oversized Items
The delivery method, transit times and fees vary from item to item, please refer to the specific product page for delivery specifics.
Most chandeliers will arrive within 6-8 weeks and are shipped via delivery service. Standard delivery hours are between 8 a.m. and 5 p.m., Monday through Friday, excluding holidays. The delivery company will call to schedule your appointment. Rest assured all oversized items will be handled with care, as our delivery fees include the following door-to-door services.
Each piece of Rachel Ashwell furniture is handmade by quality craftsman using kiln-dried hardwoods and eight-way hand tied construction. There is 1"-2" allowance in the difference of measurements (length, width, and height).
Contact us at customerservice@shabbychic.com and a representative will be happy to answer any questions related to oversized items.
International Orders
We are able to ship to over 90 different countries. To get an international shipping quote please email customerservice@shabbychic.com and list your address and the items you are interested in purchasing and we will get back to you within 2-3 business days with shipping information.
International Customers– Please Note: Import duties, taxes, and charges are not included in the item price or shipping cost. These charges are the buyer's responsibility. Please check with your country's customs office to determine what these additional costs will be prior to buying.
Importer responsibilities: customers may be responsible for arranging their own importer services for customs clearance (sometimes through a customs broker). Fees related to importer services are not included in shipping and are the sole responsibility of the individual. If you are operating as a business, you may be asked to provide additional information for the carrier to process customs on your behalf.
Order Status
If you placed your order through a password-protected online account, you may check the status of your order 24 hours after it has been placed by clicking on your account, signing in, and selecting order history. To check the status of a custom order, email us at customerservice@shabbychic.com or call 800.516.4309, Monday - Friday from 9 am - 5 pm PST.
Sales Tax
We are required to collect local sales tax in states where Liliput and Co., LLC., maintains a physical presence. A physical presence can be a store, warehouse or contact center. This applies to California only.
Telephone, Fax & Mail
Your personal information is always safe with us online. However, if you are still not comfortable making a purchase on our website, you may choose to call a store and process your order, you can find a list of our store locations here. Please email customerservice@shabbychic.com for any additional questions.
Shipping Information
Free standard shipping for online orders over $350 excludes slipcovers, fabric orders, international items, and all oversized items including furniture. Standard shipping times via UPS, USPS or FedEx is 2-5 business days within the continental United States; International orders may take an additional 14-21 business days. We do not ship to P.O. Boxes. If a PO box is entered as a shipping address the order may take up to 10 additional days to process. Please note that items ordered together may not be shipped out on the same day, and occasionally items may be temporarily out-of-stock or back-ordered. You will be alerted in either instance and will be provided an approximate date of shipment. Rest assured, any shipping delay will be communicated to you at the time of your order. Should any other unforeseen delay occur, you will be notified within 10 business days of placing your order.
For questions on our oversized shipping policy, please CLICK HERE
Return Policy
If you would like to return your order, please promptly contact customerservice@shabbychic.com to receive an Return Merchandise Authorization (RMA) number. Returns will not be accepted without an RMA number. Customers have 7 days to request an RMA from the date the merchandise is delivered. ** We highly encourage customers to open and inspect merchandise upon receiving the item, due to a strict return policy/window. ** If you notice a concern with the item, please write to us at customerservice@shabbychic.com providing photos of the item and the reason for concern within 7 days of the delivery date. We are unable to accept returns/exchanges or issue refunds for merchandise after the 7-day timeframe, regardless of condition. Return shipping is at the customer's expense and re-stocking fees may apply. Some items are final sale and not eligible to be returned. Original shipping charges are non-refundable.
Custom or made-to-order items require payment in full and cannot be altered, canceled, or returned for a refund or store credit.
Click Here for Complete Return Policy in our Terms and Conditions
California Bulletin 117-2013 For Upholstered Furniture Flammability
We verify that all of the products used in the manufacturing of all upholstered furniture meet the requirements set by the Home Furniture Bureau of Home Furnishings and Thermal Insulation. Our supplier is a certified manufacturer and distributor of all upholstery goods and materials that do no utilize any flame retardant substances. The fire safety of our finished product is met without adding flame retardant chemicals. Therefore, the aspect of our upholstered furniture is up to date with the demands stated in California Technical Bulletin 117-2013.
Simply Shabby Chic® Merchandise
The Simply Shabby Chic line is carried exclusively by Walmart stores and all questions regarding it should be directed at Walmart customer service.
Bespoke Bedding and Drapery Fabric
This service is not available. We apologize for the inconvenience. We offer a variety of fabric by the yard options to suit your drapery needs: Shop Fabrics
Wallpaper FAQ
If you are interested in ordering Rachel Ashwell Wallpaper and have questions please click here. Please contact customerservice@shabbychic.com for more information.
Storage Fees
Due to minimal space, we are unable to store pieces. Storage fees will apply at the rate of $25.00 per day and are payable prior to release/delivery of your order.
Wish List
If you have any questions about adding items to your Wish List, please email customerservice@shabbychic.com
Bedding Sizes
Click here for Bedding Sizes.
Care Instructions
Click here for Care Instructions.
Warranty
Click here for Warranty information.
Terms and Conditions
Click Here for Terms and Conditions.