Terms and Policies


We want to make sure you are happy! Our company offers a wide range of products for your design needs. And with that comes a variety of logistical situations that need to be considered. If any point throughout this process you feel overwhelmed with concern or have any questions that need further explanation, don't hesitate to ask how we can better explain or facilitate the coordination and details of your project. nistenhausdesign@gmail.com

SHIPPING & RETURNS

To initiate a return: nistenhausdesign@gmail.com
Returns must be initiated within 24 hrs. of delivery to the customer.

Items that can be returned: accessories, rugs, unused/unwashed bedding, books, dishes, wallpaper, uninstalled lighting or items that arrive damaged, defective or incorrect items.  All returns must be in their original condition and with their original packaging.

Items that can’t be returned: Any special-order furniture such as custom upholstery orders, gift cards, any items marked as final sale or clearance, holiday or seasonal merchandise, items damaged through normal wear & tear, lighting fixtures that have been installed, any items delivered more than 14 days ago.

Return fees: The customer is responsible for all return shipping fees, unless an item is received by the customer damaged, defective, or through error.  All returns are subject to a 20% restocking fee.

Damaged Items: A claim must be reported to nistenhausdesign@gmail.com within 24 hrs. of delivery to the customer.

Please see below for more information and FAQ's

Returning an Item 

  • If an item was received damaged, defective, or incorrect, please submit a return request here: nistenhausdesign@gmail.com within 24 hours of receiving your item to initiate a claim. Please include photos.
  • If not damaged, defective, or incorrect, initiate a return on our website portal here: nistenhausdesign@gmail.com.
    • Customer is responsible for return shipping costs
    • Return items at your own risk. Customer is responsible for packaging adequately and correctly. We are not liable for damage caused by incorrect return packaging. Items that are returned to Nistenhaus Design damaged will not be eligible for a refund.
    • If a delivery is refused but isn’t damaged or defective, the customer is still liable for the purchased product. If there are any questions/concerns about receiving delivery, contact nistenhausdesign@gmail.com . 
  • Items that are returned to Nistenhaus Design without prior notification will not be returned, except at the customer’s own expense, and will not receive a refund.
  • Delivery and assembly fees are non-refundable.
  • Returns will be refunded to the most efficient payment method to avoid any additional fees for all parties.
  • Items not eligible for return:
    • Gift cards
    • Custom upholstery orders
    • Final sale items
    • Clearance items
    • Items damaged through normal wear & tear
    • Furniture
    • Art
    • Mirrors
    • Holiday
    • Installed lighting
    • Items delivered to the customer more than 14 days ago

Canceling an Order 

  • Orders may be canceled within 24 hours of placing the order. Order cancellation requests received after this timeframe will not be processed.
  • Please note the lead time when placing your order. Backorder dates are subject to change. Customers will receive notifications on affected items as information is available.
  • In rare cases, items may be discontinued and no longer available to ship. These items will be canceled and the customer will receive a full refund.
  • Returns will be refunded to the most efficient payment method to avoid any additional fees for all parties.

Item-Specific Return Information

  • Furniture
    • Furniture orders may be canceled within 24 hours of placing the order. After this window, all furniture sales are final. We cannot accept returns on furniture.
    • If a delivery is refused but isn’t damaged or defective, the customer is liable for the purchase. If you have any questions or concerns prior to receiving delivery, contact us at nistenhausdesign@gmail.com
    • Please note that lead times will be addressed shortly after order has been placed and as updates are available.
    • Backorder dates are subject to change.
    • You may request a refund on backordered product that goes on for too long and we will communicate this to the vendor.
    • Lighting
      • Lighting fixtures that have been installed cannot be returned.
      • Other lighting (table lamps, floor lamps) may be returned within days of delivery if not a special order. 
      • Because we work with a variety of vendors offering a variety of product and many custom pieces are not warehoused, lead times can range anywhere from 4-8 weeks or more. Backorder dates are subject to change as well. We will notify you with any updates we receive from the vendor on the order as well as shipping. Feel free to reach out and email us if you haven't heard any recent updates and would like us to check again with them.
      • Most lighting will be considered a special order through the vendor. Returns will be considered for defects, warranty, issues, etc. and must comply with vendor return procedures.
      • All lighting must be handled with care and installed by a professional electrician to maintain warranty. Faulty electrical work will be subject to discussion with the vendor. Nistenhaus Design will not be liable for any faulty product, but will help to facilitate the discussion with the vendor.
      • Art
        • Art orders are not returnable unless there is damage and Nistenhaus Design is notified of the return request within 24 hrs. of receiving the item.
        • Because we work with a variety of vendors offering a variety of product and many custom pieces are not warehoused, lead times can range anywhere from 4-8 weeks or more. Backorder dates are subject to change as well. We will notify you with any updates we receive from the vendor on the order as well as shipping. Feel free to reach out and email us if you haven't heard any recent updates and would like us to check again with them.
        • In rare cases, if the frame is unavailable as pictured, the customer will be contacted to confirm a frame substitution. If the frame substitution is not suitable, the order will be canceled.
      • Mirrors
        • Mirror orders are not returnable unless there is damage and Nistenhaus Design is notified of the return request within 24 hrs. of receiving the item.
        • Because we work with a variety of vendors offering a variety of product and many custom pieces are not warehoused, lead times can range anywhere from 4-8 weeks or more. Backorder dates are subject to change as well. We will notify you with any updates we receive from the vendor on the order as well as shipping. Feel free to reach out and email us if you haven't heard any recent updates and would like us to check again with them.
        • If a delivery is refused but isn’t damaged or defective, customer will receive store credit (minus original shipping fees).
      • Rugs
        • Rugs may be returned in their original condition within 14 days of delivery. Any damages/defects should be notified to Nistenhaus Design immediately during this time period to request a return. There is a 20% restocking fee for any returns of non-damaged/non-defective product.
        • If Nistenhaus Design determines there is damage or defect due to mis-usage, the customer will be responsible for the cost of the rug plus all shipping charges. 
        • Almost every rug is offered in a sample size to see exact color, feel, and material; thus, these are not reasons for a return.
        • All rug materials have different use patterns and wearability based on their make-up. If any questions or concerns prior to ordering, please reach out to Nistenhaus Design to answer these questions. nistenhausdesign@gmail.com
      • Holiday
        • We are not able to accept returns on holiday items.
      • All other merchandise
        • We offer a variety of product. If there are any further questions regarding returnability, please contact us at nistenhausdesign@gmail.com before submitting your purchase.
        • Item must be returned in its original condition.

      If you still have any questions about the return policy, please email nistenhausdesign@gmail.com.

      SHIPPING METHODS

      Nistenhaus Design will determine the best and most efficient shipping method based on the merchandise you purchase. The shipping options below apply to the 48 contiguous United States. We are open to other shipping needs; please contact us if you have a request outside of these parameters that we will consider.

      Frequently Asked Questions:

      WHEN WILL MY ORDER SHIP?

      All orders will be processed by Nistenhaus Design within 2-3 business days upon receiving payment.

      Many of our curated upholstered pieces, artwork, rugs, and mirrors are made-to-order. Because these custom pieces are not warehoused, lead times can range anywhere from 4-8 weeks or more. Please contact us at nistenhausdesign@gmail.com for questions regarding your orders status, or to inquire on lead times for a specific item.

      HOW LONG IT WILL TAKE FOR MY ORDER TO ARRIVE?

      Orders sent via UPS or FedEx average 4-8 business days once they leave the vendor. Orders sent via White Glove Carrier average 2-3 weeks once leaving the vendor. Please keep in mind that these times frames are AFTER the product is processed through Nistenhaus and has been acknowledged, created by the vendor, and arranged for the shipment to leave the vendor.

      If you have a question about a specific item, you are welcome to contact us at nistenhausdesign@gmail.com and we can help you estimate the time to delivery.

      WILL I RECEIVE TRACKING DETAILS ONCE MY ORDER IS SHIPPED?

      Many vendors do not furnish tracking right away. We can always follow up and ask for a tracking update from the vendor upon request. Please email us to do so: nistenhausdesign@gmail.com

      For items shipping via White Glove Delivery, you will be contacted by the shipping company once they’ve received your item to schedule delivery.

      WILL ALL OF MY ITEMS ARRIVE AT THE SAME TIME?

      Whenever possible, we ship items together. But, if your order dictates different shipping methods or ships from separate vendors, your items will arrive at different times. For example, a sofa and a candle will be shipped using different methods and will not arrive together. If you have a question about the shipment process for your order, please give us a call at 314.553.9245 or send us an email with your order information to nistenhausdesign@gmail.com.

       

      Shipping Methods Include:

      We will be in touch if there are any item-specific or location-specific delivery needs with your order, and are glad to quote additional delivery charges for further delivery services that you may request.

      Some vendors choose to do the most efficiently-priced shipping methods where you cannot choose delivery time & method. If you need a more exact delivery time & method, you may want to have the item delivered to a company that will deliver when scheduled and in the way that you need.

      UPS & FedEx Delivery – Most items will ship via UPS, USPS, or FedEx. You will receive an e-mail update with that information as we receive it. In many cases, once we process your order, it may take the same amount of time for us to receive the tracking info as it does for the product to make its way to you. We will do our best to accommodate requests for tracking information. Orders may arrive in multiple boxes or at various times.

      To 1ST Floor Thresh-hold or Local Warehouse - With this complimentary shipping option selected for orders that meet the required minimum, it will be up to the vendor as to whether they will deliver to your specific address or if the item must be received into a warehouse with a dock. If it can be delivered to the address provided, please be aware that with this complimentary shipping option does not have the option to schedule a delivery time. (If you want the control of scheduling for a delivery window, please choose the Into Home or White Glove upgraded delivery options.) If it must be delivered to a warehouse, we will notify you of your nearest local warehouse they will deliver to and see if that is still your preferred delivery method or if you want to upgrade at that time.

       

      Into Home 1st Floor Level -   

      This delivery method will bring the product to the first floor room of your choosing and is able to be scheduled within window of time from provider. not unboxed nor assembled

      White Glove Delivery – This is a full residential delivery service, and is required for large, heavy, or fragile items. The shipping service will contact you to schedule a time to deliver the purchased merchandise into your room of choice, unwrap, inspect, and remove wrapping from the premises. Please note they will only perform minor assembly (beds are not included) and will not move any existing furniture. Please ensure your space is prepped and ready to receive the furnishings. In the event an appointment is missed or delayed by the customer, rescheduling is required. Rescheduling fees may apply.

      WARRANTIES

      All products offer various warranties; we are happy to look into and send you the warranty on your product upon request as well as facilitate conversation with the vendor over any warranty issues. Email us at: nistenhausdesign@gmail.com