Customer Care

Couture Dreams Customer Service Information

Ordering Information

Payment Options

Returns & Exchanges

Shipping Information

Contact Us

 

Ordering Information

How to place an order:
Shop 24 hours a day, 7 days a week with our online secure shopping basket.  Shopping at Couture Dreams is very secure and easy to do.  While browsing our boutique, select the products that you absolutely love.  Select colors, sizes and any customizations from the product page. Click on the "Add to basket" button and the item will be automatically placed in your shopping basket.  Adding the product to the shopping basket means that Couture Dreams will remember the information about that particular item when you are ready to check out. (You can always remove an item or add quantity from your basket later.)  Not done shopping? Click to continue. Each time you add a product, you will be shown all the items in your basket. Some items may have additional shipping charges due to their size, weight, or special handling requirements.  These additional costs ensure that the items will be packaged appropriately and arrive in perfect condition in your home. Any additional charges will be noted next to each item.  Once you have selected all your purchases, proceed to the “check-out” by clicking 'View basket'. You can choose to Sign In as a registered member of Couture Dreams or continue shopping as a guest.  At the Couture Dreams checkout, you will view your entire order so that you can verify that all the information we have is correct. If you see anything that's been entered incorrectly, please change it now. You will be asked to complete the billing and shipping information. All information entered on this and following pages will be on a secure server for your safety and privacy. At this point, you can safely enter your credit card information through our secure server.  Submit your order by confirming the last page at checkout and Couture Dreams will then email you an order confirmation number.  Credit card as charged at the time of pruchase.  All credit card transactions and confidential information are verified and protected by authorize.net one of the industry leaders in SSL encryption.  Please note that we do our best to correctly price items however, should there be a difference or computer error in price we will notify you before we finalize your order.

Online Account Registration
We encourage you to register with Couture Dreams because it makes your online shopping easier and faster.  You won’t need to enter your billing or shipping information every time you place an order with Couture Dreams because it will be securely stored with us.  You will also be able to login to your account to check the status of your order, your order history and request returns.  Your registered information will be securely stored with us and you can add, delete or change your registration information at any time using your password.  Just click on the “my account” link at the top of the page to get started. 

Placing Phone Orders
Please call our customer service number toll free at: 1-800-418-0757 between the hours of 10:00-6:00 EST if you have questions regarding your order or want to speak to us.  If no one is there available to assist you, please leave a detailed message and we will return your call as soon as possible. You can also contact us via email at: info@couturedreams.com

Processing Time
All in stock orders are processed Monday through Friday within 24 hours of receiving the order.  Orders placed on Saturdays, Sundays or Holidays will be shipped the next business day.

Backorders
If an item is backordered you will be notified via email within 24 hours of placing your order.  You could then choose to wait to order or cancel your order and your credit card will be refunded.

Measuring For Furniture
Please measure carefully when placing orders for furniture.  The measurements for all of our larger items are listed, but please take into consideration the dimensions of all the doorways, entryways, stairways, banisters, tight corners, hallways, and any fixtures or other obstacles that may interfere in the pathway from our delivery truck to where you want your new furniture to be placed.

Swatches
Swatches of all the paint, finish, and fabric samples are available for our items on our website.  Please be aware that colors viewed online may vary from one computer to the next and therefore we would be happy to loan you a swatches when available.  It is important to note that many of our artisans and craftspeople custom mix paint for their finishes so swatch samples may vary slightly from actual finishes.  If you would like to borrow samples, please contact us via e-mail with details about what samples you would like to borrow, including your e-mail, phone number, and mailing address.  We send the swatches to you at no charge.  We kindly request that you return the swatches insured at your expense.  Please send the swatches to our shipping address below:

Couture Dreams
Attn: Swatch Returns
26 Deer Field Crescent
Wading River, NY 11792

Gift Wrapping
We are pleased to offer gift wrapping for most of our items for FREE which includes a Couture Dreams gift card with the message of your choice.  At this time we are unable to offer gift wrapping for items shipped directly from our vendors.

Delivery Times
Items that we have in stock will ship within 2 business days.  Because many of our items are custom made or ship direct from our vendors and artisans delivery times for these items will vary widely.  This includes furniture lines that you must select a finish color or fabric choice for.  You can find a reasonable estimate of the delivery time specified on every product page.  It is important to note that these items are estimated shipping dates only and cannot be guaranteed by Couture Dreams.  Occasionally, issues arise that are beyond our control and may lead to additional production time, such as a manufacturer experiencing a backup in production.  If this is the case you will be alerted as soon as we are made aware that any problem exists.  If you need expedited shipping please contact us directly.

Warranties
For warranty information on any of our lines please contact us via email.

Canceling a Custom Order
Upon placing your custom order with Couture Dreams, you have three business days to change the fabric or finish of your item(s) or cancel your order for a full refund.  After three days custom orders are considered “in production” and are non-refundable.  Custom orders include all furniture lines and anything else that is made to order.  If you are uncertain if what you are ordering is considered custom, please contact us to verify.

Checking the Status of Your Order
If you placed your order through an online account with a password, you may check the status of your order any time simply by clicking on “my account”, signing in, then selecting “View Order Status”.  You can also check the status of any order by e-mailing us at info@couturedreams.com.

 

Payment Options

Forms of Payment Accepted

We accept the following methods of payment: Visa, MasterCard, and Couture Dreams Gift Certificates*.  Items are charged to your credit card as soon as your order is placed.  Your credit card will be charged in full for custom orders and are not refundable or returnable. 

Sales Taxes

We charge 8.625% sales tax for items shipped to a New York Address.

Gift Certificates

Couture Dreams gift certificates are great gifts to send to friends and relatives.  Available in the amount of your choice, they are easily redeemed at checkout by entering the gift certificate code.  Please contact us directly if you are interested in giving a Couture Dreams gift certificate.

Returns & Exchanges

In-Stock Items
We at Couture Dreams take great care to carry only items that we absolutely think that you will love.  Every purchase you make from us is unconditionally guaranteed.  However, if you are not satisfied with your purchase for any reason, let us know and we will do our best to take care of you. 

To return or exchange an item, you have purchased in the last 30 days, you will need to request a return authorization (RA) number.

  1. Login to your account and click on the “Completed Orders” button to review the order.
  2. Place a check beside the item(s) to be returned or exchanged, and click the “return Items” button.
  3. Verify that the contact information is correct, check if the item is to be returned or replaced and be sure to include a reason for the return or exchange.

After reviewing your request, we will review the information and forward on via email an RA number and instructions for returning the item.  If you were not logged into your account when the order is placed, you will need to contact us via email at info@couturedreams.com or by phone at (800) 418-0757.  Please have your order number available and please let us know the reason for return or exchange.

For returns on rugs, some lamps, chandeliers, sconces or shades that are not defective we are required to charge a 25% restocking fee.  All items must be returned in their original, unworn, and unused condition within 30 days for a refund.  Shipping and gift wrap 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 will be the item price minus the standard shipping cost.  Standard shipping costs are based on item prices as outlined in our shipping information.  If you opt to exchange your free shipping purchase for another item that also has free shipping, a standard shipping charge will added to cover our cost of the returned item.  If an item was shipped to you directly from the manufacturer please do not return to the manufacturer.  The package will be refused.

When your refund is processed it will be credited back to the original method of payment.  If you paid with a gift card, a new gift card will be issued for the amount of the credit and mailed to your billing address or if you prefer it can be e-mailed to you.  Please allow approximately two to three weeks for the processing of your return.  Your issuing bank may take an additional billing cycle to apply the credit to your card.

Holiday Returns
During the holidays we have a special return policy.  For items purchased in November or December, the return/exchange date is extended out to January 31, 2008.  Please note that the holiday return policy refers to in-stock items ONLY and all the policies above still apply.  Custom items are excluded from the holiday return policy.

Custom Furniture & Other Made To Order Items
Custom pieces are made to order and therefore are non-returnable or non-refundable.  Custom choices include but are limited to any furniture that you need to select a finish or fabric choice for.  If you are uncertain if what you are ordering is considered custom, please contact us to verify.  You have up to three business days from the date that the order was place to change the fabric or finish of your item(s) or cancel your order to a full refund.  After three days custom orders are considered “in production” and are non-refundable.  Upon delivery, please take the time to inspect all freight shipped furniture carefully for any damage that may have occurred during transit and contact us immediately.  You must note all damages on the bill of lading.  DO NOT sign the bill of lading without noting the damages.  If you find that your merchandise is damaged, you may choose to refuse the delivery.  Claims against damaged items must be made within 3 business days.  Unfortunately, claims made after the 3 business days will not be accepted and are unable to be returned.  Please refer to our vendor warrantees for specific information on individual policies.

If for any reason your custom furniture piece does not arrive with the specifications that you selected, Couture Dreams reserves the right to have the item or items replaced and reshipped at no additional charge to you.  Please contact us immediately if this occurs so that we can get a replacement in the works as soon as possible.

At Couture Dreams we work hard to ensure that your furniture and custom items are delivered as promptly as possible.  We do our best to give accurate lead times for each furniture manufacturer but cannot guarantee a specific delivery date due to circumstances that are out of our control.  Please feel free to contact us as your 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 (this includes furniture and some rugs) is approximately 7-15 business days from the time that the item(s) are scheduled for pickup from our manufacturer.  We act as you 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.

When Damages Occur During Freight Delivery
We at Couture Dreams do our absolute best to ensure that your items arrive on time and in perfect condition however, there are some things that are out of our control.  Our freight carriers handle your pieces with great care but unfortunately damages do occur from time to time.  If your piece arrives damaged, the freight company has the right to have the piece repaired and brought back to the manufacturer’s standards at their expense.  They do this by sending the piece to a furniture medic or back to the manufacturer for repair.  If the freight carrier determines that the piece cannot be repaired, you have the right to be reimbursed for your purchase or have another piece rushed to you at no additional charge.

Shipping Information

FREE Standard Shipping

We are pleased to offer you FREE Standard Shipping on all of our items. Stock items will usually arrive within seven to ten business days of placing your order unless otherwise stated.  You will be notified via e-mail if there is a delay.  Items that are sent directly from our suppliers may take longer and items ordered together may not arrive in the same box.

Second Day Shipping/Overnight Delivery/Saturday Delivery
If you require Second Day Shipping, overnight or Saturday delivery for your order please contact us by e-mail at info@couturedreams.com.  We can verify if the items are available for Second Day Shipping, Overnight or Saturday delivery as well as quote shipping prices for the order.

FREE Premium Freight Shipping for Oversize Items
If the furniture or merchandise you ordered exceeds the weight and size standards for shipping (e.g. large items, furniture) with UPS or FedEx, shipping will be arranged with a freight carrier.  Most carriers schedule deliveries Monday through Friday between the hours of 9:00 a.m. and 5:00 p.m.  Freight companies are instructed to deliver items during the time frame scheduled with you and will contact you a few days prior to the delivery to confirm when they will arrive.  Be sure that you are home and available to receive the merchandise when it arrives.  Please do not arrange for the item/items to be dropped off when no one is home because you will need to carefully inspect all merchandise for any damages or defects and contact us immediately if this is the case.  Although our suppliers take care packaging their goods for shipping, damage sometimes occurs in transit.  Please make note of any damages to your furniture or to the packaging materials and contact us immediately.  You have the right to refuse the delivery of damaged materials, but Couture Dreams will be unable to assist you with replacement or damaged goods or reimbursement if the above procedures are not followed.  If you need to reschedule a delivery with our carrier please contact them as soon as possible so as not to incur any charges for missed delivery appointments.  FREE Premium in-home delivery is available for all furniture and includes having the item placed inside your home and placed in the spot you like, unpacked, assembled and debris removal. Freight items will only be shipped within the contiguous United States.

Freight Shipping Notes and Delivery Times
You can find a reasonable estimate of the delivery time specified on every product page.  It is important to note that these are estimated shipping dates only and cannot be guaranteed by Couture Dreams.  Occasionally issues arise that are beyond our control that may lead to additional production time, such as our manufactures experiencing a backup in production.  If this is the case you will be alerted as soon as we are made aware that any problem exists.  It is important to note that once a piece leaves our manufacturer’s facility, the remained shipping time is beyond our control.  Couture Dreams functions as a liaison to get your merchandise transported safely to you, and although this process most often proceeds smoothly, delays and damages may be caused by the freight company.  Couture Dreams will do our absolute best to assist in getting your furniture to you in a timely manner and in good condition and will notify you immediately if we are made aware of any expected delays or problems.  It is essential that you inspect all freight shipped items very closely and DO NOT sign for your piece if you suspect any damages.

When Damages Occur During Freight Delivery
While we do our absolute best to ensure that your items arrive in a timely manner and in perfect condition, there are some things that are out of our control.  We would love to say that damage never occurs during shipping, but unfortunately that is not always the case.  Our freight carriers handle your pieces with great care but it is important to understand that from time to time damages do occur.  If your piece arrives damaged, the freight company has the right to have the piece repaired and brought back to the manufacturer’s standards at their expense.  They do this by sending the piece to a furniture medic or back to the manufacturer for repair.  If the freight carrier determines that the piece cannot be repaired, you have the right to be reimbursed for your purchase or have another piece rushed at no additional charge and shipped out to you as soon as possible.

Drop Ship Items
With so much to offer we can’t fit everything in our warehouse.  Drop ship items are shipped directly from our manufacturers and artisans to your door.  Second-day shipping may not be available for some items.  As always, please feel free to contact us if you have any questions when you receive your order.

Multiple Ship to Addresses
If you would like to ship to multiple addresses it is not problem.  We at couture dreams can split up your order and ship part to one address and part to another.  There is a NO charge for each additional ship address.

Order Status & Tracking
To track a package or check the status of your order, you must first sign in to your personal account using your email address and password.  Once you are logged in click on “view order status” to see a listing of all orders that you have placed.  Click either the “view” button to see order details or the “track” button to track a package.  Please note that if you did not place an order using a customer account, tracking and order details may not be available.

International Shipping
We currently do not offer international shipping.  If you are interested in shipping to any of these locations please contact us for more information.

Delivery to APO or FPO addresses
Orders shipped to APO or FPO addresses will ship via Parcel Post

Contact Us

Your Feedback & Suggestions
We would love to hear your feedback and suggestions.  Please contact us via email or call our customer service number.  We would love to hear from you!

Couture Dreams
Toll Free Phone: 1-800-418-0757
Email: info@couturedreams.com

Supplier Inquiries
For further information on any of our suppliers, artisans, or craftsmen including applicable warranty information please email us.

Press Inquiries
Please contact us at: info@couturedreams.com with any press inquiries and we will be pleased to assist you.

New Product Submission
Couture Dreams is always on the lookout for new artists and designers.  To share your work with us, please send us an email with as much information as possible about you and your work, including high resolution images of your designs and pricing.  We do not require physical samples of your work, but it is helpful to see the product in person.  Please send all submissions to: info@couturedreams.com.  Please send physical non-returnable product samples to the following address.

Couture Dreams
Attn: New Product Submissions
26 Deer Field Crescent
Wading River, New York 11792

Report Technical Issues:
To report any problems with our website please contact our Webmaster at: info@couturedreams.com