Returns Policy

Because many of our products are hand-painted and personalized, we cannot accept items for return, unless they are found to be defective in materials or construction, or the personalization is clearly inaccurate (i.e., spelling errors). We are not liable for mistakes made on the customers’ part. If a product is defective or damaged, it must be returned or exchanged within 30 days. Please call in your return before shipping it back.

If your order was damaged in shipping, hold on to the products and packaging, and contact us immediately. We will report the claim to DHL and replace the item. It’s a good idea to open and inspect all items upon receipt. This is to your benefit, since we cannot place claims or accept returns after 30 days.

Shipping

Our standard shipping is DHL ground delivery. Because many products on promisesonline.com are hand crafted and made-to-order, shipping times given in the product descriptions are estimates. We will always make every effort to expedite the manufacturing and shipping of items to you and will notify you promptly of any delays. Promises cannot be held responsible for delays beyond the estimated delivery times given.

Special options are available such as international shipping and expedite delivery for an additional cost. Please contact our customer service department toll free at 1-877-576-1600 for additional shipping options or fill out our contact form.

Certain items, such as larger furniture pieces, which are bulky and heavy, require extra care and incur a Delivery Surcharge, in addition to the appropriate charge outlined below. The exact amount of the charge will be noted in the description of the item and in your shopping cart. We also offer White Glove service, which upon delivery, the White Glove Delivery carrier will unpack, place these furnishings in the room of your choice and discard the packing materials for you. (Assembly service may or may not be provided, please contact us for more info.) If White Glove Service is available for an item, it will be presented as an option on an item’s product page.