Ordering Information
Using the shopping cart
Shopping
at Layla Grayce is very simple
and very secure. Browse through our store and find the items you just can’t
live without. Select the colors, sizes and any customizations from the product
page. Click the “add to cart” button and the item
is automatically placed in your
shopping basket. Some items may
have additional shipping charges
due to their size, weight or
special handling requirements.
These additional costs ensure
that the items are packaged appropriately
and arrive in perfect condition
in your home. Any additional
charges will be noted
for each item on the product
page. Once you have everything
in your shopping cart proceed
to checkout.
You
can choose to Sign In as a registered
member of Layla Grayce or continue
shopping as a guest. When you
have made your Sign In choice,
you will complete a series of
forms with your billing, shipping
and payment information.
Fill them out, complete your
order and you’re done! A confirmation
page will show a summary of your
transaction and an email version
of this summary will be promptly
sent to the email address you
provide. All credit card transactions
and confidential information
are verified and protected by
Authorize.Net, one of the industry
leaders in SSL encryption.
Note that your credit card will
be charged at the time of checkout
for all items in your shopping
cart. If you receive notice that
an item or items are backordered,
you can opt to cancel the order
and your card will be immediately
refunded.
Online account registration
Why would you want to register?
Well, for starters it makes your
online shopping faster and easier.
Your billing and shipping information
is securely stored with us so you
won’t need to enter it
every time you place an order.
You will also be able to login to your account to check
the status of your orders and your
order history, as well as create
a gift registry that you can pass on to friends and family.
Your registered information will
be securely stored with us, and
you can add, delete, or change
your registered information at
any time using your password. Just
click on the “my
account” link at the top of the page to get started. Registering
with us also allows you to subscribe to our Layla Grayce mailing
list. Our newsletter will include information on new items that
have just arrived, special sales and promotions and design tips.
You will always have the option to opt out of our mailing list
by clicking on the “unsubscribe” link at the bottom
of every mailing.
Phone
in orders
Placing an order through
our shopping cart is as secure
as ordering by phone, but we realize
that sometimes you may have questions
and want to speak to a real person.
Please call our customer service
number at: (626) 356-2133 Monday
through Friday between the hours
of 9 am - 5 pm PST. If no one is
available to assist you or if it
is after hours, please leave a
detailed message and we will return
the call as soon as possible.
Measuring for furniture
It is very important to measure
carefully and correctly when placing
orders for furniture items. That
couch may be the perfect thing
for your living room, but will
you be able to get it through the door? The measurements for
all of our larger items are listed,
but please take into consideration
the dimensions of
all doorways and entryways, stairways
and banisters, tight corners and
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
Our website features swatches of
all of the paint, finish and
fabric samples available for
our items. We’ve
done our best to get them exactly
right, but please be aware that
colors viewed online vary from
one computer to the next. We have
swatches available for many of
our lines that we are happy to
loan out to customers. Please
note that many of our artisans
and craftspeople custom mix paint
for their finishes so swatch
samples may vary slightly from
actual finishes. Please contact
us via email at swatches@laylagrayce.com with details about what samples you
would like to borrow, including
your email, phone number and
mailing address. There is a $25
deposit required for every 5
swatches requested. As long as
all swatches are returned to
us within 5 days of receipt there
is no charge and your credit
card will not be billed. If additional
time is needed, please state
this clearly to avoid the deposit
charge to your card. We send
the swatches out to you at no
charge via UPS (so that we may
track your package). We kindly
request that you return the swatches
at your expense. Make
sure to insure them also for
your security. Please send swatches
back to our shipping address
below;
Layla Grayce
ATTN: Swatch Returns
145 N. Sierra Madre Blvd., Suite
9
Pasadena, CA 91107
Monogramming & Personalization
For an extra special
touch monograms and personalization
are available on some of our products.
Because these customized items
were made especially at your request they are non returnable
unless defective.
Gift wrapping
Gift wrap is available for some
of our smaller items.
Chocolate brown paper is dressed
up with darling grosgrain ribbon
and creates an adorable presentation
that is as special as the gift
itself. The charge is $5.00 for
any item we have in stock and
includes a special Layla Grayce
gift card with a message of your
choice. Sorry, but at this time
we are unable to offer gift wrapping
for items shipped direct from
our vendors.
Delivery times
We make every effort to get your
merchandise to you as soon as possible. Items that we have
in stock ship within 2 business days. Many of our items are
custom made or ship direct from our vendors and artisans. This
includes furniture lines that you must select a finish color
or fabric choice for and the Rachel Ashwell® Shabby Chic® and
House Inc. bedding lines. Quality craftsmanship takes time,
so please be patient as delivery times for these items will
vary widely. 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 can not be
guaranteed by Layla Grayce. Occasionally issues arise that
are beyond our control that may lead to additional production
time, such as our manufacturers 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.
Backorders
Every so often customer demand
exceeds our supply. If after placing
an item in your shopping cart you
see a backorder notice, more stock is expected in soon that
we will look forward to shipping
out to you. You can choose to
continue with the order and pay
for the item, in which case we
will contact you by email to let
you know the expected date of
delivery. If you do not want to
wait until the due date, you may
cancel the order and your card
will not be charged.
Gift Registry
Layla Grayce has previously partnered
with MyRegistry.com to provide
a gift registry service available for our customers. By going
to the link below you may add items
to your registry, edit your gift
registry or search for a registrant. Please note that the current
gift registry is solely owned
and operated by MyRegistry.com
and all questions or customer service issues must be addressed
directly to MyRegistry.com
by calling
(201) 363-0045 and referencing
your “Layla
Grayce gift registry”. MyRegistry.com is considered the “owner” of
any and all personal information you enter into their registry,
and because Layla Grayce is not affiliated with them, we are
unable to access any registry to assist friends or family with
purchases or to provide any technical assistance. Information
for all our Layla Grayce registrants will be kept in the MyRegistry.com
system only until July 1, 2009.
We are however, excited to announce that we are in the process
of developing an integrated gift registry that is much easier
to use, will allow us to assist customers purchasing gifts off
your registry and will include many new features. As noted above,
information for all our Layla Grayce registrants will be kept
in the MyRegistry.com system only until July 1, 2009, at which
point registrants will need to re-enter information to our new
integrated gift registry service. We apologize for the inconvenience,
but want to provide the best service and assistance to all our
Layla Grayce customers. Look forward to more information about
the new and improved gift registry coming soon!
MyRegistry.com customer service: (201) 363-0045
Go to the Layla
Grayce/MyRegistry.com site >
Warranties
For warranty information on any of our lines
please contact us via email.
Canceling a Custom order
Suddenly change your mind? No problem.
You have up to three business
days to contact us to cancel
any custom order and have the
amount refunded to your credit
card. After three days custom
orders are non-refundable. Custom
orders include all furniture
lines,
personalized or monogrammed items,
our Rachel Ashwell® Shabby
Chic®, Bella Notte Linens® and House Inc. bedding
lines, Maura Daniel lighting
and anything else that is made
to order. If you are at all uncertain
if what you are ordering is considered
custom, please contact us to
verify.
Designer Accounts
To register as a designer with Layla
Grayce we require that you contact us with a fax number. We
will then fax you an application. Please fill it out completely
and fax it back to us with the following information:
- Trade
resale certificate
- Business Card
(with contact info, email address,
etc.)
After we receive your fax we will notify you by email to inform
you that you have been set up as a designer account. All designer
orders must meet a minimum purchase per order and be placed with
us via phone or purchase order sent to our fax. Please note that
designer orders do not qualify for free shipping promotions and
shipping will be paid by designer. Please send the above required
information to our fax: (626) 356-2179. You may email questions
to shop@laylagrayce.com.
............................................................................................................................
Payment Options
Forms of payment accepted
We accept
MasterCard, Visa, American Express
and Layla Grayce gift certificates.
Your credit card is charged
as soon as your order is placed.
Sales tax
We charge 8.25% sales tax to orders
shipped to California.
Gift certificates
Layla Grayce gift certificates
are wonderful items to send to
friends and relatives. Available
in the amount of your choice,
they are easily redeemed at checkout
by entering the gift certificate
number. Please contact us directly
if you are interested in giving
Layla Grayce gift certificate.
Coupons
From time to time we may advertise
coupon codes good for
limited time offers and discounts.
To redeem a coupon, enter the
code at the bottom of the shopping
cart page "Sales and Discounts"
section. Note that coupons can
not be used towards the purchase
of sale items and may not be
combined or used in multiples
on an order.
............................................................................................................................ Return & Exchange
Policies
In-stock items
If you would like
to exchange or return an item please
contact us by email at returns@laylagrayce.com or
by phone. Have your order number
handy and please let us know the
reason for the return or exchange.
Please do not return items to our
Pasadena address without prior
authorization as some returns may
have to be shipped back directly
to our suppliers. For returns on
all rugs, lamps, chandeliers, sconces
and shades that are not defective,
we are required to charge a 25%
restocking fee. Please note that
items shipped back to us without
a return authorization number will
not be accepted and will be returned
to you. All items must be returned
in their original, unworn and unused
condition enclosed in original packaging
within
30 days for a refund or exchange.
Returned items should be free from
dirt and debris. In the event an
item is returned in a
condition where it can not be resold,
the order will be sent back to
you and additional shipping charges
will apply. 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 you receive will be for the item price minus
the standard shipping cost. Standard
shipping costs are based on item
prices as outlined within our shipping
information. If you opt to exchange
your free shipping purchase for
another item that also had free
shipping, a standard shipping charge
will be added to cover our costs.
Holiday Returns: We have a special return policy for items
bought during the holidays. For items
purchased from November 1, 2007 through
December 2007, 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 furniture, bedding and
personalized items and Maura Daniel
lighting are excluded from the holiday
return policy.
Custom furniture, bedding, lighting & personalized
items
Because these items are
made to order, custom pieces are
not returnable or refundable. Custom
orders include (but are not limited
to) any furniture line that you
need to
select
a finish or fabric choice for,
all personalized or monogrammed
items, all Maura Daniel lighting,
our
Rachel Ashwell® Shabby Chic®,
Bella Notte Linens® and
House Inc. bedding lines.
If you are at all uncertain if
what you are ordering is considered
custom, please contact us to
verify. You have up to three
business days from the date the
order was placed to cancel a
custom order to have the amount
refunded to your credit card.
After three days custom orders
are non-refundable. Upon delivery,
please take time to inspect all
freight shipped furniture items
carefully for any damage that
may have occurred in transit
and contact us immediately. Claims
against damaged items must be
made within 3 business days.
Unfortunately, claims made after
the 3 business day window 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
when ordering, Layla
Grayce reserves the right to
have the item or items replaced and
reshipped at no additional charge
to you. You should contact
us immediately if this occurs so
that we can get the replacement
in the works as soon as possible.
Layla Grayce does everything possible to
assure a smooth and prompt delivery
of your furniture and custom items.
However, be aware and consider
that there are circumstances
out of our control that may
arise and result in a delay
in the production or delivery
of your items. We do our
best to give accurate lead
times for each furniture
manufacturer but estimated
lead times are not a guarantee
of a specific delivery date.
We welcome your inquiries as the
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 your 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. We know you'll
enjoy the product that is made
especially for you!
Returning or exchanging "Free Shipping" items
Several of our product lines feature
free shipping. If for any reason
you need to return an item that
had free shipping, the refund
you receive will be for the item
price minus the standard shipping
cost. Standard shipping costs
are based on item prices as outlined
on our shipping page. The only
exception to this policy is if
an item received is defective,
in which case it will be replaced
with no additional shipping fees.
If exchanging a free shipping
item for a standard shipping
product, you will be charged
our regular shipping cost.
When damages occur during freight delivery
While we do our utmost to ensure 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 be able to say that damage never occurs during transit, 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 the piece can
not 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.
............................................................................................................................ Contact
Us
Your feedback
We’d
love to hear your thoughts, comments
and suggestions. Maybe you’ve
found something irresistible you
want to share with us or want to
see on our web site. Please
contact us via email or call our
customer service number. We look
forward to hearing from you!
Layla Grayce
145 N. Sierra Madre Blvd., Suite 9
Pasadena, CA 91107
Phone: (626) 356-2133
Fax: (626) 356-2179
Email: shop@laylagrayce.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: shop@laylagrayce.com with
any press inquiries and we will be pleased to assist.
Report technical issues
For any problems with our website
please contact our webmaster at:
webmaster@laylagrayce.com.
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