INFO & SHIPPING
Ana Cole Interiors Shop is the retail division of Ana Cole Interiors - located in London, Ontario - and charges sales tax HST applicable on any orders shipping to ON. For all other provinces, applicable taxes will be charged. We are currently shipping Canada Wide.
We do not ship to P.O. Boxes - if you live outside a major city center/shipping area, we can arrange special delivery services for additional fees. Please contact us and we can quote a shipping, or shipping & delivery rate for you.
LEAD TIMES
All furnishings and decor will ship directly from the manufacturer to either our 3rd party receiving warehouse and then out for delivery to your door, or directly to you via a White Glove Delivery Service (WGDS) - additional fees apply when you choose WGDS.
Each item and manufacturers/suppliers have specific lead times. Once you place your order we will contact you for confirmation within 48 hours to give you an approximate lead time. Once your item(s) has shipped you will receive a tracking number and you'll be able to track your shipment.
Orders with multiple items may have different tracking numbers and different arrival dates. In the event an item is on back order, we will contact you so you can decide if you'd like your order to ship when fully complete, or if you'd like available items shipped and delivered (with first set of delivery charges), and back ordered items shipped and delivered once in-stock (with second set of delivery charges).
Most in-stock items ship within 2-3 weeks: in-stock sofas/sectionals, end tables, coffee tables, console tables, bookcases, dining tables, dining chairs, side chairs (not made-to-order), desks, shelving, benches, stools, ottomans, beds, side tables, dressers, lighting, art, decor, mirrors, area rugs
Made-to-order items take anywhere from 4-6 weeks approximately: custom sofas, side chairs, some art/custom art
*You will be notified within 48 hours of any item requiring longer lead times.
RETURNS / RETURN POLICY
We understand online ordering can sometimes be tricky, especially with investment pieces - we encourage you to reach out with any questions at orders@anacoleinteriors.com prior to placing your order so we can help ensure you have all the info you need! If for some reason you are not 100% satisfied with your item, we will try to be as accommodating as possible, but we do have some limitations on returns:
Only small items (50lbs or less) may be returned (courier shipped) for a refund of the original product price within 15 days of delivery; all items are subject to a 20% re-stocking fee - you are responsible to pay shipping costs back to us. Your initial shipping charges will be deducted from your total refund amount. We do not offer shipping labels at this time. Please note our actual shipping costs are often much higher than what we charge customers. We cannot absorb the original shipping costs when you change your mind or determine an item does not work in your space, and thank you for your understanding here.
Items MUST be in original packaging and in their original condition to be eligible for a refund. If you paid by credit card, please allow sufficient time for us to receive the item, inspect it, and authorize a return to your card. You can always call us for follow up 10-14 days after you've shipped the item back. We're here to help!
Contact us at orders@anacoleinteriors.com to request return authorization before shipping your item(s) back to us - we cannot process a refund without proper information beforehand.
COURIER & FREIGHT
Smaller items are shipped via Courier (Purolator, Canpar, FedEx, UPS, or Canada Post)
Large items are considered over-sized and will be shipped with a freight carrier.
Rates are based on weight and delivery location - if you're shipping to a cottage, or a remote rural location please be aware there may be additional delivery fees. We will contact you with a quote after your order is placed if you fall outside our standard delivery zones.
NOTE - Standard Delivery is to door step or curbside only. Meaning delivery men DO NOT enter the home/garage or unpack, assemble, and remove cartons. If you live in a multi-family building or condo, your order will be brought into the lobby and no further. Other than beds and dining tables, most of our larger furniture pieces come fully assembled. But some minimal assembly can be expected on items like stools, dining chairs, and side tables. Please ensure you are prepared to bring your order into your home at time of delivery and to its desired location. We are unable to remove or relocate existing furniture, mount art, remove or hang lighting or mirrors, connect any electrical items, or make any other modifications to your home.
Our delivery service will contact you in advance to provide you a window for delivery of goods - if you need to change or re-route a delivery, please contact us immediately at 1 866 985 8034; not all shipments are able to be rerouted once on the truck.
WHITE GLOVE DELIVERY OPTION
If you would like your items brought into your home, unpacked, assembled, and cartons/garbage removed, we can arrange for White Glove Delivery Services for an additional fee. YES - it's an additional cost, but YES it's so worth it - trust us. After 15 years of being on site for furniture deliveries, the happiest customers are always the ones who didn't have to lift a finger and could begin enjoying their new items immediately.
DELAYS / REASONABLE DELAY POLICY
Delays in shipment or delivery can be caused due to holidays, busy seasons (June-December), weather, protests/road blocks, damage during production resulting in remakes, and various other reasons. These delays are out of our control and can push the delivery window past the 2-3 week lead time for in-stock items, or 4-6 week lead time for made-to-order items given at the time of ordering. We ask for your patience during these times as we do our best to mitigate these issues and to get your long anticipated items to you. Up to 4-6 additional weeks is considered a reasonable industry delay. No refunds are given for back ordered or delayed items within these time frames. Anything past these time frames will be reviewed on a case-by-case basis.
STOCK
We do our best to feature in stock items, but in some instances products can sell out before we are able to update our website. If you purchase an item that is out of stock we will contact you within 48 hours with an estimated stock date. If the date isn't workable, we will assist you to find an alternative/suitable replacement, or reimburse you 100%. Please contact us for any questions about stock or lead times.
MANUFACTURERS
All of our items come from over 40 different vendors and manufacturers - many of your items will ship directly to you from the manufacturer (we do not privately label and ship out inventory). Often times product names are repeated across vendors - in order to avoid confusion between item names we rename most products on our website. It is completely normal for items to arrive with the manufacturer original names and labels - if the name on the box does not match the name on your order, do not panic! If you have any questions or want to double check, we're always here to help.
DEFECTS, DAMAGES & INSPECTION
Defects are subject to inspection and approval - it is your responsibility to fully inspect and report any defects or damages to us at orders@anacoleinteriors.com within the first 24 hours of receiving your order. Have your order number and well-lit and clear photos of any issues included in your email. Damage claims occurring past the 24 hour deadline may not be warrantied by our vendors, and will be subject to review on a case-by-case basis. Open your boxes, inspect all materials, hardware, cords, interior cavities (dressers, etc.) - we cannot be held liable for concealed damages past the 24 hour cut off.
Save your boxes and all original packaging - you will need to re-pack your item and have ready for pick up once a return authorization has been issued, and pick up of the damaged item scheduled.
In some cases, damage is minimal or in an inconspicuous area and is able to be remedied by a local upholsterer or carpenter. We reserve the right to first attempt to remedy the issue at our expense if a satisfactory solution is available. Not every item will be automatically replaced or returned. We may offer you a partial credit in return for accepting an item with minimal or concealed damage where the integrity of the piece has not been affected.
Defects may unfortunately occur over time, it happens to even the highest quality brands sometimes - we will fully warranty any items experiencing manufacturer defects for up to a period of 6 months once you've received your item. After 6 months we cannot guarantee replacement or credit of your item. Our vendors offer different warranties, and it is at their discretion whether or not an item falls under warranty past 6 months.
To request specific warranty information on your custom/made-to-order items (which often carry a 1-year warranty), please contact us and we will be happy to forward on to you.
Please note - natural materials including wood and marble have variations and their imperfections are not always considered defects. As foreign wood adapts to our climate, it can shift size and cause cracking. Again, this is not necessarily a defect of the product, but a reminder of its organic nature.
FABRIC SWATCHES & IMAGES
If you're interested in seeing high-res images of the different fabric options for a specific piece, please contact us: we're more than happy to send you close-up, well-lit photos of the fabric swatches. Due to high demand, we're unable at this time to mail out physical fabric swatches. Many items also have multiple high-res images - contact us if you'd like to see additional pictures of the items you're interested in!
FINAL SALE
As of June 1, 2020, all hardwired lighting fixtures are final sale. All custom/made-to-order art and furniture are final sale, and cannot be cancelled after 24hrs of purchasing online. Other than in the event of a severe product defect, freight shipped items including sofas, beds, dining tables, side chairs, desks, bookcases, and any furniture or over-sized decor over 50lbs are final sale. We do not accept returns due to size and warehousing limitations. Any items on clearance or already discounted over 25% are final sale.
PLEASE MEASURE YOUR SPACES, DOORWAYS, & HALLWAYS ACCORDINGLY BEFORE ORDERING. If you need assistance measuring or figuring out what size item might be the best fit for your space, please contact us and we'll do our very best to assist. Note - we are not liable in any way for final measurements or selections.
PAYING BY CREDIT CARD
All orders are charged in full at time of checkout.
Once you place your order, you have 24hrs to cancel for a full refund. After this time period a 15% restocking fee applies. Once payment and order is received, we get to work immediately to place your order and set things in motion. Some of our vendors give us a cut-off window of 24hrs before we're also charged a re-stocking fee.
Any custom/made-to-order items are not eligible for cancellation after 24hrs.
Our expectation of you - credit purchases
You agree as the consumer to follow through in good faith with your purchase, and guarantee not to file any charge-backs with your credit card company as a means of canceling any orders in production, cancelling back-ordered or delayed items that fall under our reasonable-delay policy, or as a means of personally mitigating damages or defects we are currently working with you to remedy.
Any customer found abusing this privilege and policy may face further legal action, and will be banned from future purchases on the site. If you would prefer to pay via cheque or eTransfer - please contact us and we will be happy to assist you with the purchase of your order!
CURRENCY
All prices are listed in Canadian Dollars
DISCOUNT / PROMO CODES
We do not allow for combined offers using multiple discount codes.
If an order was submitted within the promoted time frame of a specific sale but you did not use the promo code, if you contact us before delivery of your order, we will honour the sale price.
PRODUCT ORIGIN
We source products from over 40 different suppliers from around the world that manufacture in the USA, Canada, Mexico, China, Vietnam, India, Indonesia, Belgium, and more. If you'd like to know the origin of a particular product, please contact us for more information.
DISCLAIMER
Images shown on the website, on social media, or other forms of media represent the product design and image only and should not be used as an exact colour or finish reference. Computer monitors and smart device screens will always show different colour calibration, and photographed products never depict a 100% bona fide representation of an item. We do our very best to obtain professional, high-quality photography of each piece and its corresponding finish or material from our suppliers - be advised there may be slight variations in finish, texture, and material from products shown online. In the event an item arrives drastically different compared to what is shown online, we will review and work with you to come to a mutual resolution on a case-by-case basis.
CUSTOMER CARE
To assist you as efficiently as possible, we are happy to provide answers to the most frequently asked customer care questions, including order status and product information. If you require further assistance please call:
Monday – Friday 9 a.m. to 5 p.m. Eastern Time Zone. If we are not available at the time of your call, please leave a
detailed message. We’ll get back to you promptly. Calls received after hours will be returned on the next business day.
Customer Care: Tel. 1 866 985 8034/ Email: orders@anacoleinteriors.com
At any time please reach out and contact us with any questions or requests for more information - we're here to help you find exactly what you've been looking for!
Ana Cole Interiors Shop is the retail division of Ana Cole Interiors - located in London, Ontario - and charges sales tax HST applicable on any orders shipping to ON. For all other provinces, applicable taxes will be charged. We are currently shipping Canada Wide.
We do not ship to P.O. Boxes - if you live outside a major city center/shipping area, we can arrange special delivery services for additional fees. Please contact us and we can quote a shipping, or shipping & delivery rate for you.
LEAD TIMES
All furnishings and decor will ship directly from the manufacturer to either our 3rd party receiving warehouse and then out for delivery to your door, or directly to you via a White Glove Delivery Service (WGDS) - additional fees apply when you choose WGDS.
Each item and manufacturers/suppliers have specific lead times. Once you place your order we will contact you for confirmation within 48 hours to give you an approximate lead time. Once your item(s) has shipped you will receive a tracking number and you'll be able to track your shipment.
Orders with multiple items may have different tracking numbers and different arrival dates. In the event an item is on back order, we will contact you so you can decide if you'd like your order to ship when fully complete, or if you'd like available items shipped and delivered (with first set of delivery charges), and back ordered items shipped and delivered once in-stock (with second set of delivery charges).
Most in-stock items ship within 2-3 weeks: in-stock sofas/sectionals, end tables, coffee tables, console tables, bookcases, dining tables, dining chairs, side chairs (not made-to-order), desks, shelving, benches, stools, ottomans, beds, side tables, dressers, lighting, art, decor, mirrors, area rugs
Made-to-order items take anywhere from 4-6 weeks approximately: custom sofas, side chairs, some art/custom art
*You will be notified within 48 hours of any item requiring longer lead times.
RETURNS / RETURN POLICY
We understand online ordering can sometimes be tricky, especially with investment pieces - we encourage you to reach out with any questions at orders@anacoleinteriors.com prior to placing your order so we can help ensure you have all the info you need! If for some reason you are not 100% satisfied with your item, we will try to be as accommodating as possible, but we do have some limitations on returns:
Only small items (50lbs or less) may be returned (courier shipped) for a refund of the original product price within 15 days of delivery; all items are subject to a 20% re-stocking fee - you are responsible to pay shipping costs back to us. Your initial shipping charges will be deducted from your total refund amount. We do not offer shipping labels at this time. Please note our actual shipping costs are often much higher than what we charge customers. We cannot absorb the original shipping costs when you change your mind or determine an item does not work in your space, and thank you for your understanding here.
Items MUST be in original packaging and in their original condition to be eligible for a refund. If you paid by credit card, please allow sufficient time for us to receive the item, inspect it, and authorize a return to your card. You can always call us for follow up 10-14 days after you've shipped the item back. We're here to help!
Contact us at orders@anacoleinteriors.com to request return authorization before shipping your item(s) back to us - we cannot process a refund without proper information beforehand.
COURIER & FREIGHT
Smaller items are shipped via Courier (Purolator, Canpar, FedEx, UPS, or Canada Post)
Large items are considered over-sized and will be shipped with a freight carrier.
Rates are based on weight and delivery location - if you're shipping to a cottage, or a remote rural location please be aware there may be additional delivery fees. We will contact you with a quote after your order is placed if you fall outside our standard delivery zones.
NOTE - Standard Delivery is to door step or curbside only. Meaning delivery men DO NOT enter the home/garage or unpack, assemble, and remove cartons. If you live in a multi-family building or condo, your order will be brought into the lobby and no further. Other than beds and dining tables, most of our larger furniture pieces come fully assembled. But some minimal assembly can be expected on items like stools, dining chairs, and side tables. Please ensure you are prepared to bring your order into your home at time of delivery and to its desired location. We are unable to remove or relocate existing furniture, mount art, remove or hang lighting or mirrors, connect any electrical items, or make any other modifications to your home.
Our delivery service will contact you in advance to provide you a window for delivery of goods - if you need to change or re-route a delivery, please contact us immediately at 1 866 985 8034; not all shipments are able to be rerouted once on the truck.
WHITE GLOVE DELIVERY OPTION
If you would like your items brought into your home, unpacked, assembled, and cartons/garbage removed, we can arrange for White Glove Delivery Services for an additional fee. YES - it's an additional cost, but YES it's so worth it - trust us. After 15 years of being on site for furniture deliveries, the happiest customers are always the ones who didn't have to lift a finger and could begin enjoying their new items immediately.
DELAYS / REASONABLE DELAY POLICY
Delays in shipment or delivery can be caused due to holidays, busy seasons (June-December), weather, protests/road blocks, damage during production resulting in remakes, and various other reasons. These delays are out of our control and can push the delivery window past the 2-3 week lead time for in-stock items, or 4-6 week lead time for made-to-order items given at the time of ordering. We ask for your patience during these times as we do our best to mitigate these issues and to get your long anticipated items to you. Up to 4-6 additional weeks is considered a reasonable industry delay. No refunds are given for back ordered or delayed items within these time frames. Anything past these time frames will be reviewed on a case-by-case basis.
STOCK
We do our best to feature in stock items, but in some instances products can sell out before we are able to update our website. If you purchase an item that is out of stock we will contact you within 48 hours with an estimated stock date. If the date isn't workable, we will assist you to find an alternative/suitable replacement, or reimburse you 100%. Please contact us for any questions about stock or lead times.
MANUFACTURERS
All of our items come from over 40 different vendors and manufacturers - many of your items will ship directly to you from the manufacturer (we do not privately label and ship out inventory). Often times product names are repeated across vendors - in order to avoid confusion between item names we rename most products on our website. It is completely normal for items to arrive with the manufacturer original names and labels - if the name on the box does not match the name on your order, do not panic! If you have any questions or want to double check, we're always here to help.
DEFECTS, DAMAGES & INSPECTION
Defects are subject to inspection and approval - it is your responsibility to fully inspect and report any defects or damages to us at orders@anacoleinteriors.com within the first 24 hours of receiving your order. Have your order number and well-lit and clear photos of any issues included in your email. Damage claims occurring past the 24 hour deadline may not be warrantied by our vendors, and will be subject to review on a case-by-case basis. Open your boxes, inspect all materials, hardware, cords, interior cavities (dressers, etc.) - we cannot be held liable for concealed damages past the 24 hour cut off.
Save your boxes and all original packaging - you will need to re-pack your item and have ready for pick up once a return authorization has been issued, and pick up of the damaged item scheduled.
In some cases, damage is minimal or in an inconspicuous area and is able to be remedied by a local upholsterer or carpenter. We reserve the right to first attempt to remedy the issue at our expense if a satisfactory solution is available. Not every item will be automatically replaced or returned. We may offer you a partial credit in return for accepting an item with minimal or concealed damage where the integrity of the piece has not been affected.
Defects may unfortunately occur over time, it happens to even the highest quality brands sometimes - we will fully warranty any items experiencing manufacturer defects for up to a period of 6 months once you've received your item. After 6 months we cannot guarantee replacement or credit of your item. Our vendors offer different warranties, and it is at their discretion whether or not an item falls under warranty past 6 months.
To request specific warranty information on your custom/made-to-order items (which often carry a 1-year warranty), please contact us and we will be happy to forward on to you.
Please note - natural materials including wood and marble have variations and their imperfections are not always considered defects. As foreign wood adapts to our climate, it can shift size and cause cracking. Again, this is not necessarily a defect of the product, but a reminder of its organic nature.
FABRIC SWATCHES & IMAGES
If you're interested in seeing high-res images of the different fabric options for a specific piece, please contact us: we're more than happy to send you close-up, well-lit photos of the fabric swatches. Due to high demand, we're unable at this time to mail out physical fabric swatches. Many items also have multiple high-res images - contact us if you'd like to see additional pictures of the items you're interested in!
FINAL SALE
As of June 1, 2020, all hardwired lighting fixtures are final sale. All custom/made-to-order art and furniture are final sale, and cannot be cancelled after 24hrs of purchasing online. Other than in the event of a severe product defect, freight shipped items including sofas, beds, dining tables, side chairs, desks, bookcases, and any furniture or over-sized decor over 50lbs are final sale. We do not accept returns due to size and warehousing limitations. Any items on clearance or already discounted over 25% are final sale.
PLEASE MEASURE YOUR SPACES, DOORWAYS, & HALLWAYS ACCORDINGLY BEFORE ORDERING. If you need assistance measuring or figuring out what size item might be the best fit for your space, please contact us and we'll do our very best to assist. Note - we are not liable in any way for final measurements or selections.
PAYING BY CREDIT CARD
All orders are charged in full at time of checkout.
Once you place your order, you have 24hrs to cancel for a full refund. After this time period a 15% restocking fee applies. Once payment and order is received, we get to work immediately to place your order and set things in motion. Some of our vendors give us a cut-off window of 24hrs before we're also charged a re-stocking fee.
Any custom/made-to-order items are not eligible for cancellation after 24hrs.
Our expectation of you - credit purchases
You agree as the consumer to follow through in good faith with your purchase, and guarantee not to file any charge-backs with your credit card company as a means of canceling any orders in production, cancelling back-ordered or delayed items that fall under our reasonable-delay policy, or as a means of personally mitigating damages or defects we are currently working with you to remedy.
Any customer found abusing this privilege and policy may face further legal action, and will be banned from future purchases on the site. If you would prefer to pay via cheque or eTransfer - please contact us and we will be happy to assist you with the purchase of your order!
CURRENCY
All prices are listed in Canadian Dollars
DISCOUNT / PROMO CODES
We do not allow for combined offers using multiple discount codes.
If an order was submitted within the promoted time frame of a specific sale but you did not use the promo code, if you contact us before delivery of your order, we will honour the sale price.
PRODUCT ORIGIN
We source products from over 40 different suppliers from around the world that manufacture in the USA, Canada, Mexico, China, Vietnam, India, Indonesia, Belgium, and more. If you'd like to know the origin of a particular product, please contact us for more information.
DISCLAIMER
Images shown on the website, on social media, or other forms of media represent the product design and image only and should not be used as an exact colour or finish reference. Computer monitors and smart device screens will always show different colour calibration, and photographed products never depict a 100% bona fide representation of an item. We do our very best to obtain professional, high-quality photography of each piece and its corresponding finish or material from our suppliers - be advised there may be slight variations in finish, texture, and material from products shown online. In the event an item arrives drastically different compared to what is shown online, we will review and work with you to come to a mutual resolution on a case-by-case basis.
CUSTOMER CARE
To assist you as efficiently as possible, we are happy to provide answers to the most frequently asked customer care questions, including order status and product information. If you require further assistance please call:
Monday – Friday 9 a.m. to 5 p.m. Eastern Time Zone. If we are not available at the time of your call, please leave a
detailed message. We’ll get back to you promptly. Calls received after hours will be returned on the next business day.
Customer Care: Tel. 1 866 985 8034/ Email: orders@anacoleinteriors.com
At any time please reach out and contact us with any questions or requests for more information - we're here to help you find exactly what you've been looking for!
