HAD A CHANGE OF HEART OR NEED TO EXCHANGE - NO PROBLEM!
If you are not completely satisfied with your purchase, we will gladly offer a full refund on your purchase for all returns for up to 7 days from the date of delivery or order date whatever is the stage of order (excluding the guidelines below).
IMPORTANT ***All returns must be in resalable condition and in the original packaging and packaging materials****
All Clearance Items are FINAL SALE and are not eligible for returns or store credit
All Mirrored Products are FINAL SALE and are not eligible for returns or store credit
All Customized Items are FINAL SALE and are not eligible for returns or store credit
All Special Orders are FINAL SALE and are not eligible for returns or store credit . A special order is an item that we did not carry in our store but ordered in just for you, following our conversation or correspondence. You will be notified if the item you want to purchase is a special order in advance of processing your order.
Full Priced Items - Full Refund (minus 25% restocking fee) within 7 days of Order or Delivery Date (depending on stage of order)
Sale/Discounted Items - Exchange/Store Credit within 7 days of Order or Delivery Date (depending on stage of order)
ALL returns and refunds are subject to 25% restocking fee - at time of order or delivery (depending on stage of order)
All returns must be postmarked (if couriered) or sent back for shipping (if furniture) within seven (7) days of delivery to receive a store credit or refund if applicable.
Unless the merchandise is defective, the shipping/delivery/insurance refund charge is at the customer expense.
Merchandise must be unworn, unwashed, undamaged, unused, in the original packaging, unsoiled and in resale condition.
Manufacturer tags, labels and any other applicable accessories must be in-tact and untampered with.
We know how frustrating this situation can be. Return shipping for damaged or defective items is free (providing you have selected the insurance option with your delivery).
At Deborah L Kerbel Inc., our customers experience and satisfaction is top priority. Damaged/Defective items should be reported to us immediately (if delivery within GTA, before shipping company leaves) to ensure your refund or exchange is properly processed.
We take careful steps and review each item to ensure that these precious pieces are in perfect condition prior to shipment and leaving the warehouse. If in the unlikely situation that your item has arrived damaged due to shipping, please take pictures of the item that has arrived in the box and pictures with the box as well showing the damages. Forward these pictures to deborah@deborahLkerbel.com, so that we can ensure you get a replacement sent.
It is your responsibility to ensure that you have purchased the insurance option when placing your order for any delivery or shipment.
Merchandise soiled, mishandled, abused, laundered or missing tags is subject to refusal and will be returned at the customer’s expense.
Shipping & Handling charges are not refundable. We do not reimburse your shipping charges for returns & exchanges.
Store credit may not be used for shipping charges.
Returns & exchanges are processed within ten (10) business days.
You will receive an email notification once your return or exchange has been processed.
Understanding the Estimated Time of Arrival (ETA) - A Back Ordered Item(s) That Are Not IN-STOCK:
Why do ETA’s (estimated times of arrival) change? We understand the it is frustrating to be provided a time line on a back ordered product and have that time line change. Trust us, it is the last thing we want to happen as well.
We do our very best to ensure that our manufactures and suppliers are on track and are providing an accurate time schedule so that unavoidable delays are kept to a minimum.
Even once product arrives at our port there can still be delays. Canada Customs will pull containers for inspection that can take time to review. Everything gets unloaded, checked over, and then reloaded without any warning whatsoever adding further delays to shipments.
All of this is to say that, we try our best, with all of the information we are given, taking into account that there are going to be unexpected delays, to provide as accurate an ETA as close as possible.
When we are forced to move an ETA, and risk disappointing our customers, and by association yours, it is never something we take lightly.
Note: If your item is delayed for longer than 30 business days beyond the expected ETA (and it is not a customized or special order), you can receive a full refund, store credit or an exchange.
SHIPPING BACK TO US?
For your security and peace of mind when shipping back to us, we strongly advise using a professional packing service and insure your shipment as we cannot be responsible for items damaged or lost in transit. Items returned must be in the original shipping packaging and packed properly for shipping. The cost of return freight/shipping and insurance is your responsibility. Please allow up to 10 business days for us to receive and process your return.
Original freight/shipping or insurance costs are not refunded on returns or store credit transactions.
If you are shipping back to us due to a damaged item, the cost of return freight will be refunded - provided you have purchased and have provided proof of insurance on your delivery. It is your responsibility to ensure that you have purchased the insurance option when you have placed your order for any delivery or shipment.
To ensure your return gets into the right hands for swift resolution, please email Deborah@deborahlkerbel.com to receive a return authorization code and shipping return address. Once you receive this code/return address, please write it on all boxes, and include a detailed packing list for all items you are returning or else your shipment will not be accepted.
Steps to Return & Exchange
Read the Return & Exchange Policy (above) to be sure your purchase meets the eligible Return & Exchange requirements.
Safely package and ship the merchandise properly for shipping within ten (7) days of receiving your shipment to the address provided following your email to Deborah@deborahLkerbel.com.
Please include the packing slip and note which return option you prefer. Deborah L Kerbel Inc. is not responsible for lost or misdirected items. We strongly recommend that you obtain tracking or delivery confirmation for your package.
For returns from outside of Canada:
Shipments sent from outside of Canada must be processed by the courier or a shipping company as “Canadian goods returning back to Canada” to avoid customs/duties charges. If there is a customs/duties charge because you did not follow instructions to send back Canadian goods we will unfortunately have to deduct the cost of customs from your refund.
Processing Returns & Exchanges
If we receive your package within due time, your return will be inspected and processed for a store credit or refund.
You will receive an email notification to the address used upon checking out once your return or exchange has been processed.
Please allow 5-7 business days from the return arrival date to receive notification on your return status.
Please ensure that you purchase insurance with your order on any delivery or shipment to ensure that you can get a refund on damaged items. We take careful steps and review each item to ensure that these precious pieces are in perfect condition prior to shipment and leaving the warehouse.
Return freight/shipping or insurance is not refunded on returns or store credit transactions.
Customs charges incurred for returns will be billed to the customer.
Domestic and International return shipping is also not refunded, and paid for by the customer, not Deborah L Kerbel Inc.
For any additional questions concerning returns, please feel free to email us at Deborah@deborahLkerbel.com and we will happy to assist you.