Once payment of a purchase is received and verified, your order is automatically confirmed and will be processed within the next 24 hours. We do our best to ensure all orders are ready for delivery in less than 60 days, but keep in mind our furniture pieces are 100% custom handmade by professional artisans. Art takes time.
Lead-time may also vary depending on the number or complexity of furniture pieces.
PROFESSIONAL PACKAGING
Our products are shipped in professional packaging boxes to ensure they reach you in perfect condition.
DELIVERIES
For shipping and delivery, we rely on different professional shipping companies. With them, your order will always be in professional hands.
Deliveries will be made at the address you provided during the purchase process. Orders are delivered Monday through Friday during business hours. The exact date of delivery will be notified to you by email as soon as the carrier collects the goods from our warehouse. Deliveries within the European Union take approximately 5 days. Delivery time to countries outside the EU will vary depending on the final destination.
You may change the delivery address up to 48 hours before an item is collected by the shipping company. Simply send us an email at info@epocahome.com. Additional shipping fees may apply.
If on the day and time agreed there is no one at the delivery address the shipping company will attempt to deliver the order a second time. Most shipping companies will previously contact you to arrange delivery. Unfortunately, this always remains at the discretion of the shipping company delivery driver. Please note deliveries are solely to ground floor and do not include the pick and return of any packaging materials.
If upon delivery you observe damages on the packaging, you are entitled to refuse the delivery by: 1. communicating directly to the delivery company driver that the shipment is rejected due to damages on the packaging; 2. accepting the delivery, but indicating the defect in the Delivery Order. For EPOCA to accept claims for damages occured during shipment, the Buyer must provide EPOCA with a copy of the delivery order where shipping damages are reported and photo images of the damaged packaging / item.
RIGHT TO RETURN
Since all EPOCA products are custom made according to the exact specifications of format, size and frame decided by each User, there is no possibility of returning the products purchased beyond those cases in which EPOCA delivered wrong or defective goods for reasons attributable to EPOCA (Art. 103.C of the Spanish General Law for the Defence of Consumers and Users). For cases in which EPOCA delivered wrong or defective goods for reasons attributable to EPOCA, the client must report such defects or wrong items no later than 14 days since delivery of the order. No claim will be accepted after 14 days since delivery of an order.
For a return (only for cases reported within 14 days since delivery of an order) to be accepted the item returned must be in perfect condition and in its original packaging. No return will be accepted if not returned in the original packaging. The carrier may refuse a collection if these requirements are not met. Under all circumstances the Buyer is responsible for arranging and satisfying all cost related to the return. Once the item is received by EPOCA in perfect condition and the reason for the return is positively verified, EPOCA may choose to proceed to the reparation or substitution of the returned pieces. The Buyer is responsible for arranging and satisfying all cost related to the shipment of the goods once repared or substituted. EPOCA does not issue refunds.
If, at the moment of delivery, the Buyer appreciates damages in the packaging, the Buyer may refuse the package by: 1. communicating directly to the delivery company driver that the shipment is rejected; 2. accepting it but indicating the defect in the delivery order and immediately contacting EPOCA via email info@epocahome.com within 24 hours since reception of the order. For any claim to be accepted, the Buyer must provide EPOCA with photographic evidence and copy of the delivery order indicating that the package showed damages at the time of delivery. In this case EPOCA will bear the cost of return.
The Buyer understands that the products purchased through EPOCA are the result of a handmade and non-mechanized work, and that as a result of the manufacturing process the final product may contain little variations from the image posted on EPOCA’s website. The variations do not alter the main product’s features nor they decrease the value of the product. Such variations may not constitute cause for return or exchange beyond the limits set by the General Law for the Protection of Consumers and Users of 27 March 2014.
The Buyer agrees that the colours of the products presented in the website may vary depending on the screen in which they are seen. Similarly, the Buyer understands that the final product may have slight differences in shades of colours and intensities between what is shown on a digital display and the final product. Such variations may not constitute cause for return or exchange beyond the limits set by the General Law for the Protection of Consumers and Users, to March 27, 2014.
INSURED DELIVERIES
We pack our products with great care and high-strength materials to make sure they reach you in perfect condition. Unfortunately, no shipping is exempt from the possibility of unforeseen events. For your complete tranquillity, all our shipments are fully insured to cover all costs in the unlikely event that the goods arrive damaged.
SHIPPING COSTS
Shipping costs shown in the website do not include. EPOCA may help the Buyer with shipping arrangements. Such arrangements are always at client’s expenses.
Upon request EPOCA may designate a carrier to act as your agent with the relevant customs and tax authorities in the country of destination. The agent will help you clear your merchandise, process and remit your actual Import Fees for such item. To obtain details regarding the Actual Import Fees, or to obtain documentation or receipts in connection with customs clearance, you may contact the Designated Carrier specified in your shipment confirmation.
EPOCA Home Interiors S.L.
Marcenado 1. 28002 Madrid – SPAIN
Tel. +34 923 243 521
Email. info@epocahome.com
