TERMS & CONDITIONS

RETURN POLICY

You are free to cancel your order, prior to delivery or pick-up within 48 hour of purchase (furniture and mattresses). After 24 hours you can reselect your product anytime prior to possession with a 20% penalty or request a refund with a 30% administration fee. Mattresses can only be returned or exchanged if the product is in the original packaging and unopened. Once you have taken possession and you are not happy with your furniture purchase, you can within 7 days of possession re-select with a 30% restocking fee or return the product with a 35% restocking fee. All furniture must be received in our distribution center within 7 days of possession.

To be eligible for a return, your item must be in the same condition that you received it. You’ll also need the receipt or proof of purchase.

You can always contact us for any return question at istanbulfurniturewindsor@gmail.com. Our return policy varies depending on the item purchased. For all returns, please ensure that you have kept all receipts and original packaging. Returns may be subject to inspection before your refund can be issued.

All quick-ship items may be returned up to two weeks from the date they have either left our warehouse or been picked up from our store. A 20% restocking fee applies to items returned within this period. We ask for this fee because once the item is returned, we own it and we won't be able to re-sell it for full price – we'll sell it at a discount as a floor model, open box deal or warehouse find.

Floor models and warehouse sale items – or other items as specifically indicated – are final sale and may not be returned or cancelled. Due to sanitary reasons, bedding accessories such as linens, pillows, mattress pads, etc., are non-returnable and are considered final sale.

CANCELLATION POLICY

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If you have NOT received your merchandise, you may cancel all or part of your order within 48 hours of placing your order without a charge or fee by contacting us by telephone or message.

Once product is ordered from the manufacturer, order cancellations (including cancellation due to product delays from the manufacturer) will not be allowed and deposits on such orders are non-refundable.

DAMAGE

Damages can unfortunately occur during transit while in the care of a third party. If your order arrives damaged, please contact us within 24 hours to avoid any unnecessary complexity dealing with delivery insurance and return freight and to ensure that returns can be processed at no cost to you.

If the contents of your order are damaged, please do not discard any of the original packaging. Take photos of any visible damage and email them to istanbulfurniturewindsor@gmail.com along with any details pertaining to the delivery.

We reserve the right to refuse or issue a refund or replacement in the event that the item is found to have suffered damage after delivery or has been misused or used other than in accordance with product instructions.

If any damage is found when opening your furniture order, simply call our service department within 2 days of receipt. Furniture will be repaired free of charge by Istanbul furniture or our Technician. If the item cannot be repaired, you will be offered an exact replacement at no extra charge. A reselection will be offered if no replacement is available.

Product must be in like-new condition and free of any physical damages, other than damage that may have been reported within two days of delivery or pick up. The Brick may obtain a product assessment prior to authorizing replacement, if necessary.

DELIVERY

Preparing For Your Delivery

Once your order is complete, you will informed of your estimated delivery date(s). We’ll contact you if this date changes for any reason.

Please contact our Customer Care team at least 72 hours before your delivery date if you would like to make any changes.

The store will contact you the day before or morning of delivery to advise the time window (with the exception of small parcel/threshold deliveries). Regrettably, due to the volume of deliveries that must be routed each day, it is impossible to give exact times.

Istanbul Furniture does not have any responsibility about inside property damages.

Furniture Size

The customer is responsible for knowing that all elevators, stairwells, corridors and doorways of their residence will permit normal delivery. We are not responsible for furniture that does not fit and a restocking fee, as specified above, will apply if the item must be returned.

In a situation where your purchase may be a tight fit, you have the option of approving our attempt for delivery by releasing us from liability for any potential damage to your home or property (a signed release is required).

White Glove Service

Price is calculated prior to check out and is determined by the amount of your purchase and the location of your delivery.

White Glove Delivery Service includes full delivery and full set up along with all packaging removal. We will place the product in the room(s) of your choice. Your space must be ready for the new items to be placed, as we will not move your existing furniture to make room for the new items. This service does not include mounting artwork and mirrors or connecting electrical items. Deliveries to a multi-level building must have an elevator booked at the time our drivers arrive to your location. Our drivers will ask that you sign confirming your delivery has been completed and signed for in good condition.

The Delivery Team will attempt to contact you in advance if the delivery window cannot be met due to unforeseen circumstances. Ensure the area where you want new merchandise to be placed is clean & clear.

DELAYS

Lead times

We endeavour to provide accurate lead-time information. There may be occasional discrepancies between items available in inventory. All orders estimated time arrival are the best estimates at the time of purchase. While many estimated time of arrival are quite accurate and some orders even come in early, the past several years have been challenging due to the global pandemic and supply chain issues. We do our best to keep on top of each order and provide status updates.

If you would like to cancel your order as a result of an unexpected delay, your order may be cancelled without penalty. We can offer reselection on our stock. For made-to-order items, our standard production lead time is 12-14 weeks from the order date. Orders may not be cancelled nor deposits refunded due to delivery outside normal production schedules.