Frequently Asked Questions
General Information
Our store hours are seasonal and variable.
Please call the shop at 609-460-0094 to verify if we are open.
customerservice@lambertandhope.com
Please give us 48 hours to answer any questions.
We manufacture our products worldwide, including in the United States, and source from small artisans and manufacturers across the globe. Every piece reflects quality craftsmanship and unique artistry, bringing timeless design to your home.
ORDERS & SHIPPING INFORMATION
customerservice@lambertandhope.com Please allow 48 hours for us to get back to you.
Online orders can ship anywhere in the US. We do not ship internationally at this time.
We offer many made-to-order styles that allow you to customize your furniture to exactly your preference.
Just select your furniture style, fabric, size and delivery method; once your order has been submitted we will begin producing your furniture. Since each piece is custom made it takes approximately 8 to 12 weeks to complete.
Once your piece is ready, delivery will be arranged to your home and your piece will be placed in your room of choice.
No Problem! Please reach out to customerservice@lambertandhope.com to request a fabric swatch from any of our made-to-order styles.
You may request to cancel your order within 24 hours of order placement. Or, if your order has not already shipped we may also be able to process the cancellation.
Please contact us at customerservice@lambertandhope.com to request a cancellation.
RETURNS
Please inspect your items upon receipt and notify customerservice@lambertandhope.com immediately if your item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Non-Furniture Return Policy
We have a 21 day return policy. This means you have 21 days from receiving your item to request a return.
To be eligible for a return, your item must be in the same condition you received it—unworn or unused, with tags attached, and in its original packaging. For sanitary reasons, food and apothecary items are Final Sale. Also, anything that is markeddown (separate of seasonal promotions) is also Final Sale and non-returnable.
To initiate a return, please email customerservice@lambertandhope.com with your order number, which can be found on your order confirmation or shipping confirmation email. Once we review and approve your request (which can take up to 2 days), we will send you a return shipping label and instructions on how and where to send your package. Please note that return shipping is the customer’s responsibility, and the cost will be deducted from your refund. Items must be carefully packaged when returned; any product not received in sellable condition will not be refunded. Items sent back to us without first requesting a return will not be accepted.
On rare occasions, items may be damaged during transit despite our best efforts to pack them securely. If your order arrives damaged, please contact us immediately with photos of both the outer shipping box or mailer and the damaged product so that we can address the issue promptly.
Exceptions / non-returnable items
Certain types of items cannot be returned, like Made-to-Order (MTO) products, perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Furniture Return Policy – Oversize & White Glove Delivery
If your item was delivered via oversize or white glove service, please contact customerservice@lambertandhope.com to initiate a return. Due to the size and handling requirements of these items, ground return labels will not be provided.
Approved freight returns will be issued a refund less original shipping and handling charges, as well as a 25% restocking fee based on the original, pre-discounted product price.
Return requests must be submitted within 30 days of delivery. Orders that are refused at delivery or cancelled while in transit for non-damage reasons (including, but not limited to, size or color variation) are also subject to the 25% restocking fee.
Furniture delivery items must be unused and returned in their original packaging. All returns must be shipped back through our delivery service and cannot be returned to the store.
All Made-To-Order furniture is final sale, unless the item arrives damaged in transit.
Once your return request is reviewed and approved (typically within 3 business days), our team will contact you with next steps. Items must be carefully repackaged in their original packaging. Any item received in non-saleable condition will not be eligible for a refund. Returns sent without prior approval will not be accepted.
Your refund will be processed once we receive your returned item and verify it is in its original condition.
If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at customerservice@lambertandhope.com.
Have another question?
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