We take great care at Orange Pen Design Company when making our products, ensuring that every piece that leaves the workshop is made and meticulously finished to the highest standard. However, if you are not completely satisfied with your online order or have simply changed your mind, you can return your items within 14 days of delivery.
Items Bought in Our Online Shop
We accept returns if you contact us within 14 days of delivery. You may also request a cancellation within 3 days of purchase for a full refund. Due to the nature of our bespoke furniture we don’t accept exchanges. But, please contact us if you have any issues with your order at email@example.com.
Conditions of Returns – buyers are responsible for return shipping costs and are subject to a 20% restocking fee. If the item is not returned in its original condition, the buyer is responsible for any loss in value.
Damaged Items – should your item unfortunately arrive broken or damaged please contact us as soon as possible at firstname.lastname@example.org, but at the latest within 3 days of receiving the item. We may ask for photos to determine the best course of action (e.g. repair or replacement parts) to help resolve your issue.
Items purchased as final sale cannot be returned, exchanged or repaired.
Made-to-Order and Personalized Items
Because each bespoke project is unique, personalized and made-to-measure, once manufacturing is underway, we cannot offer any refunds. We do not accept returns for custom made built-ins or bespoke furniture bought in person from our Work/Shop.
Before manufacturing begins, we ensure you are completely happy with your design, discussing any design changes or material choices with you. All our projects are client led and offer unlimited revisions to your design pre-manufacturing to ensure you are satisfied with the final outcome.
A non-refundable 50% deposit will be taken when the order is placed; the remaining 50% will be charged when your order is delivered and installed. If you choose to cancel your special order project prior to delivery, your 50% deposit will not be refunded.
White Glove Delivery Service
We provide a special service for home or business delivery of our oversized furniture, personalized or special order furniture, and other bespoke furniture items throughout the state of Florida at no additional cost, including installation of made-to-order projects.
When ordering items that are too large or too heavy to ship outside of FL via our regular package carriers, contracted national freight carriers will deliver your merchandise for a an additional fee of $1,000.00.
- Service includes delivery to a room of your choice within your business or residence, unpacking and/or unwrapping of your item and removal of packing materials from your business or residence. Some light assembly is also included with furniture.
- Item(s) cannot be shipped to Alaska, Hawaii and/or APO/FPO military addresses.
- Within 7 days of placing the order, the freight company will contact the phone number entered on your order to schedule a delivery appointment.
- Upon delivery to your business or residence, please inspect your item(s) carefully. A signature from someone 18 years or older will be required on a delivery receipt. Please note any damage to the item or packaging on the delivery receipt. If refusing delivery due to damage, please note that it was refused due to damage. The carrier is unable to complete delivery without a signed delivery receipt.
- If the delivery truck cannot access your driveway without causing damage to the truck, the carrier will be unable to complete delivery.
- The estimated delivery timeframe for these items is 7 to 14 business days (delayed delivery may occur due to COVID-19 guidelines).