FAQs

For assistance with login issues or updating your trade account details, please contact us at [email protected].

Yes, we have a showroom located at 161 Grand St in Soho, NYC.

Our store hours are:

Monday - Friday 11am - 6pm 

Saturday - Sunday 12pm - 5pm

No appointments needed

Yes, you can order fabric and leather swatches for custom upholstery. There is a link to order swatches on each product page. Please reach out to [email protected] for assistance.

Yes, you can order wallpaper samples directly from our collection. Please visit this link to place your order.

We offer limited wood finishes for select items. To check if we have the finish you need, please get in touch with our customer support team at [email protected]. We’re available Monday through Friday, 9 AM to 6 PM (Eastern Time).

Yes, we can ship rug samples subject to availability. To request specific swatches, please get in touch with our customer support team at [email protected]. We’re available Monday through Friday, 9 AM to 6 PM (Eastern Time).

Please note that a FedEx shipping charge applies to all rug sample requests.

We may be able to provide a quote for certain customizations to our lighting products.

All our lighting fixtures are listed in accordance with the UL 1598 Standard for Safety – Luminaires. While our products carry an ETL listing instead of UL, they meet the same rigorous safety standards.

• UL vs. ETL: Products marked as UL-listed or ETL-listed conform to the same safety standard (UL 1598).
• Key Differences: UL develops the safety standards it tests to, while ETL follows those standards from UL.
• Our Certification: Our testing and certification partner, Intertek, works with ETL, which is why our products carry the ETL mark instead of UL.
• Recognition: Inspectors, code officials, and Authorities Having Jurisdiction recognize and accept the ETL mark as proof of product compliance throughout North America and other parts of the world, just as much as UL.

Yes, we offer extension rod kits for some of our collections. You can purchase these extension kits here to achieve the desired hanging height for your fixture.

Yes, we offer extension rod kits for some of our collections. You can purchase these extension kits here to achieve the desired hanging height for your fixture.

Yes, most of our chandeliers and pendants are designed to be installed on sloped ceilings. For confirmation regarding a specific item, please inquire with our customer support team.

Unfortunately, we are unable to offer size customizations on our case good furniture products. However, many of our upholstery items can be ordered with your own material (COM) upon request.

Please reach out to [email protected] for additional questions about customization options on upholstery items.

Yes, we do offer COM for our upholstery furniture. 

If the item is in stock, the lead time is approximately 3 to 6 weeks for white glove delivery from the time the order is placed. If you have already made an order and wish to know the current tracking status of your delivery, please reach out to us with your order number, and our team will provide you with an update.

Please note that some items may be on pre-order with extended lead times. Product pages will list ETA's for these items.

For pre-orders, the lead time is typically mentioned in the product listing on our website. For custom upholstery items, the production lead time is approximately 7-9 weeks. If you have already made an order and wish to know the current tracking status of your delivery, please reach out to us with your order number, and our team will provide you with an update.

Yes, our white glove service includes placing the item in your room of choice, assembly, and removal of any packaging materials.

We strive to provide a seamless delivery experience. However, for deliveries to residential addresses or receiving warehouses, a redelivery fee—up to the amount of the original delivery charge—will apply if the delivery cannot be completed for reasons beyond our control.

Some examples include:

• The item is too large to fit through your doorway or into the desired space.

• The item is declined upon delivery (e.g., buyer’s remorse).

• No one was available to receive the delivery during the scheduled time.

To avoid redelivery fees, please ensure:

• You verify the dimensions of your entryways, spaces, or warehouse access before placing an order.

• Someone is available to accept the delivery during the agreed window.

If redelivery becomes necessary, the shipper will determine the cost for the additional delivery. For white glove service, a new charge will apply in most cases for the redelivery attempt. If we are ultimately unable to redeliver the product(s) and the product(s) is eligible for return, a 20% restocking fee will be applied.

Delivery Service Details

Threshold Delivery (TRHD):

• Delivery to the first dry area inside home (e.g., garage).
• Appointment Scheduling.
• No Unpacking.
• Adult’s Signature required.
• Walkup included up to 2 flights of stairs.

White Glove Delivery (WG):

• Appointment Scheduling.
• Unpacking.
• Placement of furniture in the room of choice.
• Walkup included up to 2 flights of stairs.
• Up to 30 minutes of on-site light assembly included.
• Removal of Debris.
• Adult’s Signature required.
  
  Delivery Scheduling Process
  
  Customers will receive an automated phone call or email to schedule delivery. If no one can be reached to schedule delivery, the shipment will be held until the shipper is able to contact the customer.
  
  At initial scheduling, customers are informed of their selected delivery day or, in 'week of' areas, the specific delivery week. The shipper confirms the delivery time frame with the customer 24 hours prior to departure and also calls 30 minutes before arrival. If a customer does not answer the time frame confirmation call, a voicemail is left, followed by an SMS message where applicable.
  
  We expect customers to contact us promptly if they have concerns about the scheduled timeframe. If no response is received, the delivery will proceed as planned.
  
  
  Need Help?
  
  If you have any questions or need assistance, please don’t hesitate to contact us—we’re happy to help!

If you cannot accept delivery within the original timeframe agreed upon at the time of order placement, storage and administrative fees will be applied. Storage fees are calculated at a rate of $0.03 per cubic foot per day, with a minimum charge of $10. These fees are determined based on the size of the order and the duration of the storage.

You will receive an email notification detailing the applicable fees within five business days of submitting your delay request. Once an order is delivered to a Lemieux et Cie warehouse, you must accept delivery within 15 days, or storage fees will begin to apply.

Customers will receive an automated phone call or email to schedule delivery. If no one can be reached to schedule delivery, the shipment will be held until the shipper is able to contact the customer.

At initial scheduling, customers are informed of their selected delivery day or, in ‘week of’ areas, the specific delivery week. The shipper confirms the delivery time frame with the customer 24 hours prior to departure and also calls 30 minutes before arrival. If a customer does not answer the time frame confirmation call, a voicemail is left, followed by an SMS message where applicable.

We expect customers to contact us promptly if they have concerns about the scheduled timeframe. If no response is received, the delivery will proceed as planned.

Not all products listed on our website are available immediately. We offer the option to preorder many of our most popular items. Items that are available for preorder will be marked as 'preorder' on the listing, and an estimated date of arrival will be provided at the top of the product description when you place your order.

Pre-order availability depends on the specific item. For assistance with pre-ordering out-of-stock items, please contact our customer support team.

CARE AND MAINTENANCE

Proper care and maintenance of your purchases is your responsibility. Damage resulting from improper cleaning, harsh chemicals, excessive moisture/heat/sunlight, improper assembly/installation, or normal wear and tear is not covered under this policy or considered a manufacturing defect.

Care instructions are provided with applicable products and on product pages. Natural materials may show variations in grain, color, or texture; these are not defects.

We provide detailed care and maintenance guides for different types of products:

• Wood Furniture: Download the care and maintenance guide for wood furniture.
• Travertine and Natural Stone Furniture: Download the care and maintenance guide for travertine and natural stone furniture.

We do not have a formal published warranty. However, we handle all service claims on a case-by-case basis. We stand behind the quality of the products we manufacture and will repair, replace, or issue a credit for any manufacturing defects.

Please reach out to [email protected] with questions or concerns. 

If you encounter a defect or issue with your purchase, please reach out to our customer support team at [email protected]. Provide a detailed explanation of your concerns and include photos of the issue to help us better assist you.

We accept the following payment methods:

• Credit Cards
• Debit Cards
• PayPal
• Other secure payment platforms (Google Pay, Apple Pay, Venmo, Amazon Pay)

For larger orders, wire transfers may be accepted upon approval. Please reach out to [email protected] to inquire about this option.

Unfortunately, we do not accept deposits to hold items. Full payment is required upfront to process your order.

Returns:

• Returns are accepted at our sole discretion. Approved returns that are not defective will incur a 20% restocking fee. Refunds will be issued to the original form of payment.
• All made-on-demand items, including outdoor pillows and custom upholstery, are final sale. Orders shipped internationally (outside the USA) are final sale.
• Items must be returned within 30 days of receipt and in their original condition and packaging. Items returned without prior authorization will be refused.
• Customers are responsible for return shipping charges. We recommend using a trackable carrier and insuring return shipments, as refunds will not be issued if the product arrives damaged due to poor packaging. Please share the tracking information with us after sending the return so we can follow up with our warehouse team to confirm receipt.
• To initiate a return, please get in touch with our customer support team at [email protected].

Order Cancellations:

• Orders can be canceled if they have not left our warehouse, except for upholstery and custom orders. Cancellations will be processed upon request, and a refund will be issued.

Shipping Errors and Defects:

• If the return is due to a shipping error or manufacturing defect, we will replace the item at no additional cost to you.

All Made-on-Demand, custom-manufactured, or non-resalable items are final sale and not eligible for return, exchange, or cancellation once an order has been placed, including but not limited to:

• Custom framing

• Custom upholstery

• Fabric by the yard

• Furniture

• Original artwork and limited edition prints

• Pillow covers

• Vintage pieces

• Wallpaper

• Wrapping paper

• Sale or outlet purchases

• Gift Cards

• Orders shipped outside of the USA

• Any items marked as “Final Sale,” “Made-to-Order,” “Custom,” or similar designation on the product page

We hope you love your selections as much as we loved curating them. If you are not completely satisfied with your purchase, we will gladly offer a refund for eligible items within 30 days of delivery, less a 20% restocking fee and return shipping. Damaged or defective items must be reported within 24-48 hours of delivery.

This Returns and Refunds Policy should be read in conjunction with our Shipping and Delivery Policy, Privacy Policy, and Terms of Service. By placing an order, you agree to all applicable policies.

Return Authorization Required: You must receive a Return Merchandise Authorization before shipping any items back to us. Items returned without prior authorization will be refused and returned to sender at your expense.

Return Window: Return requests must be initiated within 30 days of delivery date as shown on carrier tracking.

FINAL SALE ITEMS (NOT ELIGIBLE FOR RETURN, EXCHANGE, OR CANCELLATION)

All Made-on-Demand, custom-manufactured, or non-resalable items are final sale and not eligible for return, exchange, or cancellation once an order has been placed, including but not limited to:

• Custom framing

• Custom upholstery

• Fabric by the yard

• Furniture

• Original artwork and limited edition prints

• Pillow covers

• Vintage pieces

• Wallpaper

• Wrapping paper

• Sale or outlet purchases

• Gift Cards

• Orders shipped outside of the USA

• Any items marked as “Final Sale,” “Made-to-Order,” “Custom,” or similar designation on the product page

RETURN CONDITIONS FOR ELIGIBLE ITEMS

Returned items must be in their original condition and packaging. Customers are responsible for return shipping charges, and we strongly recommend insuring all shipments, as we cannot issue credit if items arrive damaged due to inadequate packaging.

Restocking fee: A 20% restocking fee applies to all approved returns.

Defective or damaged items: Manufacturing defects and shipping damage must be reported within 24-48 hours of delivery. See “Damaged or Defective Products” section below for complete claims process.

Original shipping charges: Original shipping and handling charges are non-refundable. Only the merchandise price (less restocking fee) will be refunded.

Refund method: Refunds will be processed to the original form of payment within 7–10 business days after the returned item is received. Please allow an additional 5–10 business days for the funds to be reflected in your account, depending on your financial institution’s policies.

Gift Returns: Gifted items may be returned by the recipient with valid proof of purchase from the original purchaser. Approved returns will be issued as store credit to the gift recipient or refunded to the original purchaser’s payment method, at Lemieux et Cie’s discretion. Gift returns are subject to the same conditions, timeframes, and restocking fees as standard returns.

Proof of Postage Requirement: We recommend using a trackable carrier and insuring all return shipments. Please retain your proof of postage/tracking information and share the tracking number with us at [email protected] after shipping your return so we can follow up with our warehouse team to confirm receipt. Lemieux et Cie is not responsible for returns lost in transit without proof of shipping.

EXCHANGES

We do not offer direct exchanges. To receive a different item, please follow the steps below:

1. Contact our customer service team at [email protected] to initiate a return for the original item.

2. Return the original item following our standard return process, if eligible.

3. Place a new order for the desired item.

A 20% restocking fee applies to all approved exchanges. The customer is responsible for return shipping on the original item as well as shipping on the new order. Please refer to the Final Sale Items section above for items not eligible for return or exchange.

CONTACT US

For questions about returns, refunds, exchanges, or damage claims, please contact us at [email protected]. We are available Monday through Friday, 9:00 AM to 6:00 PM (Eastern Time).

DAMAGED OR DEFECTIVE PRODUCTS

Product Specifications and Natural Materials:

Our products are crafted from natural materials including wood, stone, leather, metal, and fabric. Product images, color representations, and finish samples displayed on our website are approximations only. Each piece is unique and actual products may vary from images due to:

• Natural material characteristics (grain, veining, texture, patina)

• Artisanal production methods

• Screen display settings and calibration

• Lighting conditions and viewing angles

These natural variations are inherent to authentic materials and are not considered defects. We recommend ordering samples before purchase when available. For questions about product specifications, contact [email protected] before placing your order.

Manufacturing Defects:

A manufacturing defect is a flaw in materials or workmanship that existed prior to shipment and affects the functionality or structural integrity of the product. To report a manufacturing defect:

• Contact [email protected] within 24-48 hours of delivery

• Include: order number, photos of the defect from multiple angles, and detailed description of the issue

• All claims are reviewed on a case-by-case basis

• Approved claims will be remedied through repair, replacement part, or replacement with an identical item only (at our sole discretion)

What Is NOT Considered a Manufacturing Defect:

The following are not manufacturing defects and are not eligible for return, replacement, or repair:

• Natural variations in wood grain, stone veining, metal patina, leather markings, or fabric weave

• Differences in color, pattern, texture, or finish between product images and actual items

• Variations between items in the same order or compared to samples

• Minor imperfections, small marks, or irregularities consistent with artisanal or handcrafted production

• Color or appearance differences under various lighting conditions or viewing angles

• Normal wear and tear from use

• Damage resulting from improper use, cleaning, care, assembly, or installation

• Damage from exposure to excessive moisture, heat, sunlight, or harsh chemicals

• Variations in pile direction, sheen, or texture on velvet or fabric products

All Customers: Inspection & Documentation Requirements:

• Signature-Required Deliveries (Freight/Large Items): If delivery requires signature, inspect packages in the presence of the delivery driver before signing. If visible exterior damage is present (crushed box, broken crate, moisture, etc.), note the damage on the carrier’s delivery receipt before signing and releasing the driver. A claim for shipping damages will not be accepted unless damages are noted on the carrier’s delivery receipt.
• Drop-Off Deliveries (Standard Shipping): Inspect packages immediately upon delivery. If visible exterior damage is present, photograph the exterior before opening.
• Concealed Damage (All Delivery Types): If damage is discovered after opening a package, take clear photographs immediately of the damaged item(s), all packaging materials (inner and outer), and shipping labels and box markings.
• Reporting Requirements: Contact [email protected] within 24-48 hours of delivery with your claim information. Claims will not be accepted after 24-48 hours. Keep all boxes and packaging materials until your claim is resolved. Lemieux et Cie is not liable for repackaging fees if packaging is disposed of.

To Our Clients Using Receivers:

You are responsible for ensuring your receiver follows these requirements. Taking the following steps is imperative. Failure to follow these requirements may result in claim denial.

• Inspect Before Signing: Open and inspect packages in presence of the driver before signing the delivery receipt.

• Note All Damage on Delivery Receipt: Write specific damage description on carrier’s delivery receipt. Do not write “subject to inspection”—this notation is invalid and will result in claim denial.

• Photograph Everything: Take clear photos of damage, packaging, and shipping labels.

• Report Within 24-48 hours: Send claim information to [email protected]. Claims will not be accepted after 24-48 hours. 

• Retain All Packaging: Keep all boxes and packaging (inner and outer) material until claim is resolved. Lemieux et Cie is not liable for repackaging fees incurred due to the disposal of the original packaging.

• Do Not Refuse Shipments: Even if damage is suspected (this delays the claim process and you will be responsible for return shipping charges).

To read our complete Claims and Return Policy, you can visit our website - Claims & Returns.