Frequently Asked
Questions
Click topic for answers:
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1. Catalogs
We do not offer a print catalog. Our website is our catalog.
2. Returns
Since almost all our products are built and custom painted for each individual, all sales are final -as a rule. There are exceptions for a few products, such as standard drawer pulls (i.e. no custom colors, etc.), baby clothes, and any item that specifically states you may return it.
If you do need to return one of those items, you are responsible for return shipping and items should be packed in the same or similar packaging as they were when you received them.
Of course, if we accidentally send you the wrong order, naturally, we will take care of getting the right thing to you. Doesn't happen much, but you never know.
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3. Cancellations
Orders can be cancelled the same day they are placed without any charge when you use our contact form to cancel.
After the day ordered, there is a 4% cancellation fee if we have not yet ordered from our carpenter
or supplier. This covers the merchant fee we must pay when we run the charge for your downpayment.
No cancellations are accepted once
an item is in production (materials ordered and/or received). As each
item is custom painted or sewn to order, we aren't in the position
of "returning" things to inventory once they've been painted.
It may be 12 months or 12 years before someone requests the same
item in the same design and color scheme. We hope you understand.
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4. Copying Disney or other characters
We do not violate
other company's copyrights, but we can often do designs that coordinate.
And we love creating new designs based on clients'
ideas.
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5. Customizing
Color scheme changes
Use the comment box
when you check out. For accurate color matching,we suggest you send us paint chips or fabric swatches after you order. Otherwise, we will do the best we can based on the information you provide us.
Occasionally, there is a slight upcharge depending on the piece, but this rarely happens.
Changing furniture sizes/details
Much of our furniture can be customized to various extents. Simply ask and we'll let you know if it's possible and whether there will be an upcharge.
Design changes
If you want something special, like a stepstool with only poodles, no problem! We don't use templates or patterns so customizing what's painted on a particular piece is no problem.
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6. COM (Customer's Own Material)
All bedding and Princess Treatments are done with the fabrics of your choice.
The Designer Line of upholstered chairs may be ordered with COM. The moderate line is available only in the fabrics shown on those pages.
For the designer line of chairs and loveseats, only upholstery grade fabric, 54" wide is acceptable and
you are responsible for inspecting the fabric before sending it,
to be sure it has no flaws. Do not send folded
fabric. It takes less than an hour for certain fabrics to
develop creases once folded and such creases can be difficult,
if not impossible, to remove.
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7. Donations
We would love to help every charitable
organization in the world, but we can't. We have chosen the Chernobyl
Children's Project as
our official charity.
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8. Can't find a picture of a piece in a particular design (previewing an order)
First, ask us if we have a picture of what you want. We may have one that simply isn't good enough to show on our website but will give you a good idea of what to expect.
Otherwise, you may trust Hillary to do a fabulous job, or if you're more cautious, please order our design service and Hillary will do a sketch for you to look at.
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9. Personalizing an item
Personalizing is free. Use the comment box when you checkout to let us know which item you'd like personalized.
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10. Do we offer unpainted furniture?
Ah, you cut us to the quick.
Would you ask Picasso if he sells blank canvases?
Seriously, while we don't claim to be Picasso, our primary
product is art, whether on furniture or canvas. We don't
offer unpainted furniture.
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11. Our
favorite question:
Why does your furniture cost so much?
The answer:
We start with high quality, hand-built furniture and our higher-end furniture is all made in America by craftsmen.
As Hillary says, she doesn't want to invest hours and hours painting
something that will fall apart in a year or two.
That brings us to the
second component of cost: time. Most furniture is made to order. The materials are not in stock. Once
an item is built, the prep and painting begin. We sand
and prime each piece, up to 4 times; then we apply the basecoat,
then the design, and then 4 coats of varnish.
All design painting
and varnishing is done by hand with a paintbrush which provides
the signature depth and durability of a 'for Mercy's sake'
piece. All painted items are cured for 3 to 6 days before packing. Delivery takes 4 to 8 days depending on the item and where you are.
Finally, you're paying
for exclusivity and talent. You won't see Hillary's designs
on any other painted items anywhere. And when you buy
something painted in one of our designs, you'll know that she
painted it. You're
getting an original. And since she is an artist and doesn't
use templates or patterns, the design may vary slightly from what's
pictured on our website. This, and our willingness to customize,
ensure you have decorative furnishings that are exactly what
you want and worth the price you pay.
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12. Who do we love?
Besides our family, we adore customers who read the FAQs before emailing us with questions! A true sign of intelligence. Kudos to you. (And it helps keep our costs down because we can spend time painting instead of responding to questions that are answered here).
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