Eloquence® Retail FAQ’s

For Wholesale, please see below

Ordering Processing & Payments

How can I place my order?

To ensure order accuracy, we kindly ask that all orders are placed through our website or via email.

Our dedicated sales team is passionate about interiors and looks forward to speaking with you for any questions you may have. Please call (310) 876-0661 or email us at info@eloquence.com for any questions you may have; our hours of operation are Monday-Friday, 8AM-5PM, PST.

Who should I speak to about my order?

We have a passionate full time sales team here at Eloquence®. You will have a designated Account Representative throughout the entire sales process and they will help facilitate your order from start to finish and for all of your future orders with Eloquence®. Please contact our Customer Service team directly at info@eloquence.com or by telephone at (310) 876-0661, Monday-Friday, 8AM-5PM, PST and we will get you in touch with the correct person.

How do I check the status of my order?

Please login to your account to check your order status. When you place an order with Eloquence®, you will receive an order confirmation e-mail immediately that will include your order number and summary. If you do not have your order number, please refer to the e-mail confirmation received. You are also able to call (310) 876-0661 or email us at info@eloquence.com. Our hours of operation are Monday-Friday, 8AM-5PM, PST.

If your order is in stock, your item will be prepared for shipment between 3-5 business days.

If your item (s) is presently backordered, the ETA will be noted.

All shipments are consolidated unless otherwise requested; this means, if you have one item on your order which is “In Stock” and another item which is “Backordered,” we will ship the items all together once the backordered item arrives. This helps us ensure that the items selected coordinate as much as possible- we look at factors such as finish batch and/or dye lot.

Once your items have shipped, the appointed shipper will contact you and alert you of the delivery window so you may receive and inspect your pieces. You must be present for the delivery time during the window as agreed upon with the shipper. Eloquence® is not responsible for any fees incurred for rescheduled or missed shipments. Please make sure that you are available during your delivery window to avoid any additional charges.

Am I able to change my shipping address after I have placed my order?

If you need to change your shipping address for an order, please contact our Customer Service team immediately at info@eloquence.com or by telephone at (310) 876-0661, Monday-Friday, 8AM-5PM, PST and we will do our very best to accommodate.

Can I update my order?

If you need to update or change your order, please contact our Customer Service team immediately. Call (310) 876-0661 or email us at info@eloquence.com. Our hours of operation are Monday-Friday, 8AM-5PM, PST.

How can I pay for my order?

Through our website, we gladly accept American Express, Visa, and MasterCard.

When will my card be charged?

Once your order has been submitted, we will charge your card immediately for the full invoice value to reserve both in stock and backordered product.

Does Eloquence® charge sales tax?

Eloquence® collects no sales tax on orders shipping outside of California and North Carolina.

I live in Alaska or Hawaii, how can I go ahead and purchase your products?

If you live outside of the contiguous United States, we are happy to look into shipping our products to you. Please contact our Customer Service team directly at info@eloquence.com or by telephone at (310) 876-0661, Monday-Friday, 8AM-5PM, PST for more information on ordering and shipping costs.

I live outside of the United States, how can I go ahead and purchase your products?

If you live outside of the United States, please contact our Customer Service team directly at info@eloquence.com or by telephone at (310) 876-0661, Monday-Friday, 8AM-5PM, PST. We will do our very best to get you in touch with our products.

Is there an option to rush my order?

Typical preparation times for in stock Eloquence® products take approximately 3-5 business days as all items go through an extensive inspection process. Depending on the item(s) purchased, we may be able to push your item through the preparation process. Rush fees are an additional 5% on top of your order value. Please note, while we may be able to rush your items for preparations, Eloquence® is not able to guarantee rush shipping options. Shipping transit times are approximately 15-20 business days within the contiguous USA. If you do require a rush shipment, please let us know at the time of order and we will make every effort to move this along as quickly as possible.

Do you offer price adjustments or price matching? 

At Eloquence®, we are committed to providing our customers with the best value possible. However, we do not offer price adjustments or price matching. This includes matching promotional prices or any price drops that occur during promotional periods, including orders placed prior to a sale. We encourage you to take advantage of our competitive pricing and keep an eye on our website for upcoming promotions and discounts. Thank you for your understanding.

 

Shipping

How do I know when my order has shipped?

As soon as your order has been picked up from our Los Angeles headquarters, you will receive an email notification. In this email you will be given the appointed shippers details, as well as your tracking information. If you have any questions about your delivery, please do not hesitate to contact our Customer Service team at info@eloquence.com or by telephone at (310) 876-0661, Monday-Friday, 8AM-5PM, PST.

What do you charge for shipping and handling?

Within the contiguous USA, shipping fee's are calculated based on your cart total.

$56.00 and under: $5.00

$56.00 to $199.99: $10.00

$2,00.00 to $499.99: $95.00

$500.00 to $999.99: $150.00

$1,000.00 to $1,499.99: $175.00 

$1,500.00 to $2,499.99: $250.00 

$2,500.00 to $4,999.99: $295.00 

$5,000.00 to $7,499.99: $375.00 

$7,500.00 to $9,999.99: $475.00 

$10,000.00 to $14,999.99: $575.00 

$15,000.00 to $24,999.99: $750.00 

$25,000.00 to $34,999.99: $975.00 

$35,000.00 and up: $1,175.00

 

What does your shipping include?

Our standard shipping includes in home delivery, un-packaging of the items, placing item(s) in the desired area, and disposing of any trash. Beds include assembly, however, existing furniture must be moved out of the way as the shipper will not move around any existing furniture not included in the delivery. Additional fees will apply for any multi-level homes or stairs needed to place your items.  Our shipping includes the first delivery attempt, if you cannot be at your home to accept the product you must reschedule before the first attempt. Rescheduling or redelivery fees will be charged by the shipper and will be billed to you directly.

What is your order preparation process?

We are very fortunate to have an incredibly talented and skilled group of in-house artisans who have a combined expertise of 100 years of furniture restoration (experience, workmanship, craftsmanship).

For our Eloquence® Collection items all pieces are un-boxed, inspected. Pieces which require assembly upon receipt are pre-assembled by our team to ensure that all pieces fit well together.

If you have ordered items from our Eloquence® collection in the same finish or fabric, our team will pull all of the pieces ordered together to ensure that the most complimentary items have been selected.

For our one-of-a-kind items, our team looks at the condition of the finish, wood joints, legs, top, upholstery, drawer slides, doors etc. Our skilled team will make sure that your Antique or Vintage item is in the best condition possible before preparing your item for shipment. Should your one-of-a-kind require any kind of touch ups, restoring, or re-enforcing, our talented in house team of artisans will make these improvements to your pieces.

When will I receive my items?

Typical preparation times for in stock Eloquence® pieces take approximately 3-5 business days as all items go through an extensive inspection process. Once your items have been picked up, transit times are approximately 15-20 business days to you if you live within the contiguous USA. Please note, shipments going to North Dakota, South Dakota, Montana, Wyoming and Idaho are not standard delivery service areas. Although we do our best to push orders through as quickly as possible, organization and collection of your shipment to said areas may take up to 20 days. All shipments are wrapped and shipped during our normal operating hours of Monday-Friday, 8AM-5PM, PST. The shipper will contact you to schedule your delivery date and time. You must be present for the delivery time during the window as discussed with the shipper. Eloquence® is not responsible for any fees incurred for rescheduling or redelivery of your items. Please make sure that you are available during your scheduled delivery window.

I am not yet ready to receive my items, can you hold my shipment?

Due to the volume of orders we receive, we are unable to hold any in stock shipments.

We are happy to ship your items to a receiver of your choice who can hold your items for you.

Do you consolidate backordered product?

All shipments are consolidated unless otherwise requested. Meaning, if you have one item on your order which is “In Stock” and another item which is “Backordered,” we will ship the items all together once the backordered item arrives. This helps us ensure order accuracy and that the items selected coordinate as much as possible- we look at factors such as finish batch and/or dye lot.

If you prefer to have your items split shipped, we will ask that you sign a “Shipping Waiver” which states that you agree that the items you receive may not match as we cannot hand pick and coordinate your pieces in the most complimentary finishes possible. Eloquence® is released of all responsibility for finishes not coordinating due to split shipping.

Shipping, Damages & Claims

What is my responsibility when receiving an order?

• Once your item has been picked up, the shipper will contact you and alert you of the delivery window so you may receive and inspect your items.
• You must be present for the delivery time during the window as discussed with the shipper. Eloquence® is not responsible for any fees incurred for rescheduling or redelivery of your shipments. Please make sure that you are available during your scheduled delivery window.
• Once your item(s) have been delivered, you must fully unwrap and inspect your pieces while the shipper is present. Please check for the following…
  • Correct items received (please compare to your packing slip or shipping documents)
  • Damage to the packaging or the product
• If there are damages…
  • Note any damages on the shipper’s paperwork prior to signing off on the shipment.
  • Make a copy of the paperwork noting the damage.
  • Take photos of the damage from up close, and standing back.
  • You may refuse the item(s) if you feel it is un-fixable or you do not want to repair the item. Please note, immediate replacements are not always possible and lead times for replacement items can range from 2-24 weeks.
  • You may accept the item(s) if you feel it is fixable and are willing to have it repaired.
  • Contact our office immediately to report the damage and please email copies of the paperwork and photos of the damage(s). Please contact our Customer Service team directly at info@eloquence.com or by telephone at (310) 876-0661, Monday-Friday, 8AM-5PM, PST.
• If there are no damages…
  • • Take one last look at the items received
    • Sign off on the paperwork that the items have been received in good condition
    • Enjoy and love your items for years to come!

I received the wrong item. What should I do?

Should you receive an incorrect item, please refuse the item at the time of delivery and contact our Customer Service team at info@eloquence.com or by telephone at (310) 876-0661, Monday-Friday, 8AM-5PM, PST within 24hrs to notify us of the discrepancy. We will issue a full refund immediately and the correct item will be sent if available. If the original item ordered is no longer available, a full refund will be given and a 20% discount will be offered for any replacement item.

How long do claims typically take to resolve?

We are dedicated to making any claims processes as quick and painless as possible! It is very important that once your items are received that they are thoroughly inspected prior to signing off on the paperwork- please make sure any damages are noted on the paperwork. Doing this ensures that you are covered for any damages and helps move along the claims process. Claims can take anywhere between 2-4 weeks. If your pieces are repairable and have been accepted by you, the shippers can either organize the repair, or you are free to have your repair quoted for approval by a repairman of your choice. Once the repair estimate has been submitted to us, it takes about 1-2 weeks for approval from the shipping company to move forward with the repair.

If your pieces are not repairable or have been refused, replacements can take anywhere from a couple of weeks, up to 6 months. As we are a boutique manufacturer and all items are fully crafted by hand, this makes quick replacements nearly impossible. We understand what an inconvenience this can be and we are happy to offer a full refund for the goods until your replacements arrive.

What If I need to reschedule my delivery date and time?

If you need to reschedule your delivery date and time after it has been confirmed between you and the shipper, please contact the appointed shipper immediately to notify of the change. Please note, re-scheduling or re-delivery fee’s will be charged by the shipper and will be billed to you directly. Our shipping only includes the first delivery scheduled/ attempted; you will be responsible for any fees incurred for second and subsequent delivery attempts.

What if I miss my scheduled delivery time?

If you miss your scheduled delivery time, you will incur a fee for any deliveries attempted during your delivery window, should you not be available to receive your items. The shipper will bill you directly for the missed delivery, as well as a re-delivery fee. Please note, shippers are only in areas for short amounts of time. If you miss your first scheduled delivery time, it can take up to 6 weeks for the shippers to return to your area to reschedule the items.

Return Policy

What is your policy on Returns?

At Eloquence® we want you to love your item(s). If you wish to return your item(s) for reasons other than damage or defect, you will have (14) days from the date the item was delivered to you to send the item back to Eloquence®. A 20% restocking fee will be applied to all returns. You are responsible for the organization and return shipping costs, with one of our preferred shippers. All items must be in original packaging, unused and in undamaged condition. Shipping fee's are non- refundable. Please contact our Customer Service team at info@eloquence.com or by telephone at (310) 876-0661, Monday-Friday, 8AM-5PM, PST and we will provide you with the tools to move forward with your return. This policy applies to all Eloquence® Collection and Antique/ Vintage products sold at full price, please see our policy on Final Sale and Clearance Items.

What is your policy on Exchanges?

At Eloquence® we want you to love your item(s). If you wish to exchange your item(s) for reasons other than damage or defect, you will have (14) days from the date the item was delivered to you to send the item back to Eloquence®. A 10% restocking fee will be applied to all exchanges. You are responsible for the organization and return shipping costs, with one of our preferred shippers. All items must be in original packaging, unused and undamaged condition. Shipping fees are non-exchangeable. Please contact our Customer Service team at info@eloquence.com or by telephone at (310) 876-0661, Monday-Friday, 8AM-5PM, PST and we will provide you with the tools to move forward with your return. This policy applies to all Eloquence® Collection and Antique/ Vintage products sold at full price, please see our policy on Final Sale and Clearance Items.

What is your policy on Cancellations?

We understand that changes of heart can occur. Therefore, we do allow for cancellations up until the order has shipped. Should an order be sent for order preparations, the cancelled order will incur a 10% Cancellation Fee. If you choose to re-select an item or keep the value of the cancelled goods as a store credit, we are happy to waive our 10% Cancellation fee  We are unable to cancel any orders which have already shipped out.

 

Can I return Final Sale or Clearance items?

We do our very best to photograph, note or alert you of any irregularities on Final Sale, Clearance, or Sample Sale items before they ship. Items marked as Final Sale or items included in any Clearance Sale are not eligible for return. However, our customers’ satisfaction is our highest priority and if there is a problem with a Final Sale or Clearance item which was not photographed, noted, or disclosed to you, please contact our Customer Service team at info@eloquence.com or by telephone at (310) 876-0661, Monday-Friday, 8AM-5PM, PST and we will be happy to review your case.

I’ve returned my item, when will my refund be issued?

If you are returning your item(s) for reasons other than damage or defect, your refund will be posted between 1-5 business days after Eloquence® has received your returned item. Please note, all items must be in original packaging, unused and undamaged condition. Eloquence® reserves the rights to not issue refunds for items received damaged, used, or not in original packaging.

Eloquence® Collection

How long does it take to craft an Eloquence® re-edition?

At Eloquence®, we pride ourselves on our dedication to creating quality re-editions. All of our items are handcrafted by incredibly talented artisans. Our finishes are applied through a multi-layering technique including hand painting, glazing, and distressing. Due to this attention to detail, our craft times can anywhere from 2 weeks, and up to 6 months. Good things take time and our pieces are meant to last for generations to come!

Can I place a special or custom order?

Unfortunately, we are unable to fulfill special or custom orders at this time. As our items are all boutique manufactured, we are unable to accommodate any special request with finishes, fabrics, sizing or materials as this greatly delays our production times.

Do you offer a FOB program?

Eloquence® is currently at capacity with our FOB program. Please contact our office at info@eloquence.com or by telephone at (310) 876-0661, Monday-Friday, 8AM-5PM, PST for any FOB opportunities, as we may be able to place you on a waitlist.

Is there a Warranty on your items?

While we may not have a traditional warranty on our items, we stand by the quality of our pieces and will assist in any claims. If you are experiencing any issues with mechanism failure, cracking, warping, discoloration, etc. Eloquence® will repair or replace your item(s), as long as the items have not been damaged due to negligence/ improper use, or are what we consider to be signs of normal wear. Please contact our Customer Service team at info@eloquence.com or by telephone at (310) 876-0661.

Do you offer finish samples?

Finish Samples are available for purchase for most Eloquence® Collection pieces. We work very hard to assure consistency on our finishes, however, Eloquence® items are hand finished and will vary from batch to batch. Finish Samples are meant to act as a guide, but may not be an exact representation of the finish you will receive on your Eloquence® piece. Finish samples are offered at $25.00 each. Please note, the $25.00 fee will be refunded to you if the finish samples are returned to us in good condition.

Do you offer fabric swatches?

Fabric Samples are available for purchase for most Eloquence® Collection pieces. We work very hard to assure consistency on our fabrics, however, due to dye lots, fabrics can vary slightly. Fabric Samples are meant to act as a guide, but may not be an exact representation of the fabric you will receive on your Eloquence® piece. Fabric samples are offered at $2.00 each. To order a sample, please click on the following link…

Antique & Vintage Pieces

The Antique/ Vintage piece I love has been sold, how do I find another one?

We understand the frustration when losing out on an Antique you love. While no two Antiques are the same, we have an ever changing inventory of Antique & Vintage items updated to our site almost monthly. If there is a special piece you absolutely love and is no longer available, please let us know and we are happy to pass this along to our buyers for consideration.

What is the difference between Antique and Vintage?

Great question! Antiques are characterized as being 100 years and over, while Vintage items are characterized as 50-100 years old.

Where do you source your items?

Eloquence® Antique and Vintage items are sourced all throughout Europe! Our favorite countries for sourcing include but are not limited to: France, Belgium, Sweden and Italy!

Why chose Antique or Vintage pieces?

Antiques have the ability to transcend your home to another time and another place. Our Antiques come from a time when things were artfully crafted with integrity, and meant to be enjoyed for many years to come. By adopting these one-of-a-kind pieces into your home, you are writing the next chapter in their story.

There is an Antique/ Vintage pair that I love, but am only needing one. Are you able to split apart your pairs or sets?

Unfortunately, we are unable to split up any Antique/ Vintage pairs or sets. However, we do occasionally offer single chairs on our site.

Do you offer Certificates of Authenticity for your Antique or Vintage items?

When purchasing our Antique or Vintage items, we purchase from reputable antique resellers and select items that speak to us. Things such as chippy wood, beautiful carvings, original mirror glass, and painterly patinas are all things that stand out as an exceptional piece and are added to our curated collection of one-of-a-kinds. From time to time, we may choose a piece which holds original signatures or carvings from the original maker. If we do come across these markings, we will photograph them on our website and note them in the description. However, most Eloquence® Antique or Vintage pieces are restored one-of-kinds and do not carry Certificates of Authenticity or Markings. While things such as Provenance are important for many Antique Dealers or Collectors, Antique lovers and aficionados like us purchase for the love of design.