Customer Service Information
Please feel free to contact us if we have not answered any of your questions below. We will also accept orders via phone, fax or email if you prefer.
Tel: 212.865.1303 Fax: 212.865.6644 Email: CustomerService@Ferranstore.com
For all of our printed textiles (Cottons, Linens and Twills), we recommend the following care instructions; machine wash cold, gentle cycle with phosphate free detergent : do not use bleach : tumble dry, low-permanent press : low iron when needed : for printed textiles its best to turn the item inside out when laundering.
For printed table linens we recommend professional laundering (NOT dry cleaning).
Processing Your Order
To process your order, we make every effort to ship within 12 business days from the time of payment, this is the average processing time. But, your order can take anywhere from 2-4 weeks to process before its ready to ship as occasionally it can take us longer if we have a big surge in our volume of sales, you will be notified when this occurs.
You will be notified via email when you place your order and when your order ships. If customers have a date specific event (shower, anniversary, etc) please let us know in the comments space during check-out. Email us to see if we are able to expedite the processing time and/or upgrade the shipping (additional shipping fees will apply) - sometimes we can, sometimes we can't. We really appreciate your patience!
We are dedicated to creating a positive shopping experience for our customers. If you would like to return or exchange your Ferran products, customers must email us directly at firstname.lastname@example.org before attempting to ship any merchandise back to Ferran-New York. Any merchandise shipped back to Ferran-New York without clearance will not be accepted. Any stock home collection items can be returned to our office for a full refund, we do not accept returns for swatches or fabric yardage.
Merchandise must be postmarked within 7 days of your receipt and be in original unused condition. The customer is responsible for all return shipping costs. Remember to include a copy of your receipt or order number. We recommend that you ship with an insured courier such as UPS, Fedex, or USPS Parcel Post. Ferran-New York is not responsible for items damaged or lost in transit. Items not postmarked 7 days of your receipt cannot be refunded and will be eligible for store credit or exchange only at our discretion. Store credit can be used within one year of issue date.
Ferran-New York will do everything possible to refund your order in a timely manner. Refunds will be issued once items are received and processed (3 to 5 business days). Please note that Ferran-New York does not have control over when a customer’s card issuing bank actually posts refunds).
If your order arrives damaged or has a flaw, please email us immediately and if possible with a snapshot of the item so that the problem is visible.
We ship from New York via FEDEX-Ground. Once you place your order, you will receive an e-mail within 48 hours confirming that we have received all of the information needed and your order is being processed. You will receive another e-mail once the item has shipped with tracking information.
A signature is required upon delivery. FEDEX will attempt to deliver to your address 3 times. Ferran is not responsible for additional shipping fees if you are not available to receive your package. UPS will not deliver to PO Boxes or military addresses. If you need to ship your items to multiple destinations, you will have to place multiple orders.
Occasionally UPS experiences shipping delays. We unfortunately cannot refund shipping charges in these circumstances as UPS does not refund these charges to us.
Canada we will ship Fedex-Ground and apply any additional shipping charges; all of our products, (textiles, and assembly) are made in the USA and will be shipped according to NAFTA rules.
For orders outside the United States and Canada we will ship via Fedex International; all shipping charges, duties and taxes are to be paid by the customer. We will not mark your shipment as a “gift” to avoid the additional charges.