Sang and Serena

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PAYMENT

Sang and Serena accept Discover, MasterCard and Visa.



SALES TAX

Sales Tax is applied to those orders that are delivered within the state of Virginia.



DELIVERY

Specialty Shipping and Handling Services
As all of our items at Sang and Serena are fragile and/or quite heavy, we use a white glove service, hereby referred to as a “Specialty” service in most cases. For the majority of bulk orders and for large products, this Specialty service consists of your order being handled by two delivery personnel, carried up to two flights of stairs, unpacked from the box(es) that it arrives in, and placed exactly where you would like to have your piece(s) set. With this service, delivery personnel also remove any debris that may have presented itself during the process. Please note that for these orders, a responsible party must be present to accept the item(s) and to thoroughly inspect the product(s) for unlikely but possible damages upon receipt. ANY DAMAGES MUST BE NOTED ON THE OFFICIAL FORM OF THE CARRIER AT THE TIME OF DELIVERY. NO OTHER FORMS OF NOTIFICATION WILL BE ACCEPTED FOR DAMAGED PIECES THAT ARE RECEIVED WITH THIS SERVICE.

For deliveries that are local to Central Virginia or for smaller items, this Specialty service may mean additional care in the packaging of the product(s) or extra insurance having been added by Sang and Serena for your order’s protection. In these cases, a signature will also be required upon the receipt of your piece(s), unless otherwise specified upon point of order. By selecting that you will not require a signature upon delivery, you are simultaneously releasing Sang and Serena Company from all liabilities regarding the receipt of your package.

To take ultimate care of your item(s) into consideration in all cases, our shipping and handling is a flat rate of 15% of the retail cost of your order.

Shipping Methods
For bulk orders or large items, you can expect to receive your product(s) via the national freight service, HomeDirectUSA. For deliveries that are local to Central Virginia, you can expect to receive your order via our trusted Multi Interest Service Corp. Lastly, for individual orders of small items, you can expect to receive your piece(s) via Federal Express or United Parcel Service.

Delivery Timing
For all orders of items that are in stock at the time of purchase, you can expect to receive your product(s) within 14 business days; this time frame allows up to four business days for the piece(s) to ship and then up to ten business days for the order to be trucked or flown to your location. For pre-orders, the expected date of delivery will be made clear AFTER your order has been received but BEFORE your payment is processed. Immediately upon receipt of your order request, Sang and Serena will contact you with such pre-order details, if applicable. At this point, you will be able to annul your order (should the delivery timing not meet your needs) or continue with its processing. Where you opt to annul, please note that the authorized amount(s) may be held for 7-30 days by your card company. In the case of a delay or unexpected update, we will notify you via e-mail or telephone.

Arranging for Delivery
Arranging for delivery is the responsibility of the recipient, and/or the representative thereof.  For orders that arrive to you via HomeDirectUSA or Multi Interest Service Corp, a delivery person will contact you within 48 hours of your item(s) having arrived to your geographic region. This individual will call you to arrange for a mutually beneficial delivery date and time frame. Please note that delivery arrangements for dates that are confirmed for a time beyond the 14-day delivery period do not qualify as late deliveries. Please be aware that deliveries that are timed for a date in the future may result in storage fees that will be the sole responsibility of the party receiving such packages.  Lastly, any special requests in terms of exact delivery time of day, rather than range of hours, will also incur additional charges that are the responsibility of the recipient or representative thereof.

For orders that arrive to you via Federal Express or United Parcel Service, three attempts at delivery will be made before your product(s) are held and then sent back to us at Sang and Serena. Sang and Serena Company will not be held liable for goods or costs.

Delivery Locations
All policies written within the section entitled ‘Delivery’ pertain to the contiguous United States only. Unfortunately, Sang and Serena cannot authorize deliveries made to Post Office Boxes within this region. For deliveries that are to be made to Alaska, Hawaii, or international areas, please contact us for further information before ordering.



CANCELLATIONS

Cancellations can be requested within 24 hours of purchase through the following process:

  1. Contact Sang and Serena for a downloadable cancellation form.
  2. Receive the form and return it via e-mail or fax within another 24-hour period.
  3. Await confirmation of cancellation.
  4. Look for processing of cancellation through your card company.

Cancellation requests will not be accepted after the initial, 24-hour point. Cancellation forms that are not returned promptly or as specified will result in order delivery at your expense.



RETURNS

Dissastifaction

Should you be dissatisfied with your order for any reason OTHER THAN DAMAGE, you may opt to return the item(s) received at your expense WITHIN TEN BUSINESS DAYS OF ORIGINAL RECEIPT. After the aforementioned ten-business-day time period, returns will not be permitted and will be sent back to you at your expense. PLEASE NOTE THAT SMALL FLAWS IN THE PRODUCTS ARE NOT INDICATIVE OF DAMAGE; RATHER, THEY SHOW THE AUTHENTICITY OF THE ARTISANSHIP OF EACH.

For a return of an order that was RECEIVED VIA HOMEDIRECTUSA OR MULTI INTEREST SERVICE CORP that is not due to damage, the piece MUST be sent back according to this process:

  1. Include a printed copy of this return form in your package,
  2. Call HomeDirectUSA’s Customer Service department at 800.611.6302 OR call Multi Interest Service Corp at 804.271.1572, depending upon which service delivered the item originally, to arrange for a professional repackaging of your product,
  3. Address your return to Sang and Serena’s warehouse— NOT to Sang and Serena offices.
    The correct address to use is:
    Sang and Serena Company Return Staff
    c/o Multi Interest Service Corp
    3901 Castlewood Road
    Richmond, Virginia, 23234
  4. Instruct HomeDirectUSA or Multi Interest Service Corp to send the piece,
  5. Await confirmation of the receipt of your return, and
  6. Look for the processing of a refund of your returned item’s cost via the originally charged card. Please note that Sang and Serena cannot be held responsible for any interest that a customer’s card company may have charged for related expenses in the interim of order and return.

 

For a return of an order that was RECEIVED VIA FEDERAL EXPRESS OR UNITED PARCEL SERVICE that is not due to damage, the piece MUST be sent back according to this process:

  1. Include a printed copy of this return form in your package,
  2. Call HomeDirectUSA’s Customer Service department at 800.611.6302 OR call Multi Interest Service Corp at 804.271.1572, depending upon which service delivered the item originally, to arrange for a professional repackaging of your product,
  3. Address your return to Sang and Serena’s warehouse— NOT to Sang and Serena offices.
    The correct address to use is:
    Sang and Serena Company Return Staff
    c/o Multi Interest Service Corp
    3901 Castlewood Road
    Richmond, Virginia, 23234
  4. Instruct HomeDirectUSA or Multi Interest Service Corp to send the piece,
  5. Await confirmation of the receipt of your return, and
  6. Look for the processing of a refund of your returned item’s cost via the originally charged card. Please note that Sang and Serena cannot be held responsible for any interest that a customer’s card company may have charged for related expenses in the interim of order and return.

Orders that are returned without following one or more of the instructions above will incur a restocking fee of 20% of the price paid for the item, or a refusal of return at your expense.

Damage
Should your order arrive to you in a damaged condition, Sang and Serena sincerely apologize. DECLARE THE ITEM(S) DAMAGED WITHIN 48 HOURS OF RECEIPT to request a replacement or to make a return at Sang and Serena Company’s expense. Please follow these specific instructions so that they may remedy the situation as quickly as possible:

For products that arrived damaged via HOMEDIRECTUSA OR MULTI INTEREST SERVICE CORP:

The receiving party MUST have noted damage on the official form of the carrier upon its having been unpackaged and reviewed. DAMAGES THAT WERE NOT NOTED UPON THIS FORM AT TIME OF RECEIPT ARE THE RESPONSIBILITY OF THE CUSTOMER AND WILL NOT BE CONSIDERED FOR RETURN.

  1. After noting damage with the carrier, then contact Sang and Serena via e-mail within 48 hours with the subject line: “DAMAGED GOOD RECEIVED;” the message should provide the order number, a brief explanation of the damage, and whether you would like to receive a replacement of the piece (where possible) or a refund for the cost of the item and its shipping and handling amount,
  2. A representative will reply to you shortly with further questions or will instruct you to follow steps 3) through 7) below:
  3. Include a printed copy of this return form with your return,
  4. Await the arrival of a professional packager and shipper to retrieve the product for return at Sang and Serena’s expense,
  5. Anticipate confirmation of the receipt of your return, and
  6. Expect delivery of a replacement of your original piece, OR
  7. Look for the processing of a refund of your returned item’s cost and shipping and handling via the originally charged card. Please note that Sang and Serena cannot be held responsible for any interest that a customer’s card company may have charged for related expenses in the interim of order and return.


Unfortunately, damaged goods that are sent back for replacement or a refund without following one or more of the instructions above will incur a restocking fee of 20% of the price paid for the product, or a refusal of return at your expense.

For pieces that arrived damaged via FEDERAL EXPRESS OR UNITED PARCEL SERVICE:

  1. Contact Sang and Serena via e-mail within 48 hours with the subject line: “DAMAGED GOOD RECEIVED;” the message should provide the order number, a brief explanation of the damage, and whether you would like to receive a replacement of the item (where possible) or a refund for the cost of the product and its shipping and handling amount,
  2. A representative will reply to you shortly with further questions or will instruct you to follow steps 3) through 9) below:
  3. Include a printed copy of this return form in your package,
  4. Use your order’s original packaging to secure the piece for shipment,
  5. Address your return to Sang and Serena’s warehouse— NOT to Sang and Serena offices.
    The correct address to use is:
    Sang and Serena Company Return Staff
    c/o Multi Interest Service Corp
    3901 Castlewood Road
    Richmond, Virginia, 23234
  6. Send the package through the same courier service that it was received by at Sang and Serena’s expense,
  7. Await confirmation of the receipt of your return, and
  8. Expect delivery of a replacement of your original item, OR
  9. Look for the processing of a refund of your returned product’s cost and shipping and handling via the originally charged card. Please note that Sang and Serena cannot be held responsible for any interest that a customer’s card company may have charged for related expenses in the interim of order and return.


Unfortunately, damaged goods that are sent back for replacement or a refund without following one or more of the instructions above will incur a restocking fee of 20% of the price paid for the piece, or a refusal of return at your expense.
 

AVAILABILITY

Sang and Serena strive to have consistent availability of key items, whether for immediate delivery or for pre-order. Some featured products, however, are not renewed upon stock depletion in order to maintain the seasonality and freshness of the pieces. In any of the above cases, the website inventory is maintained to reflect the status of a given item type. For continuity of collection, a product may be shown online with a “sold out” note rather than being removed from the site altogether.

Should you like to be notified of if and when a “sold out” piece could become available once more, please go to the appropriate product page to turn on this messaging system. To make a bulk order of a quantity not allowed through ecommerce or to inquire about the availability of an item—past or present—please contact Sang and Serena for more information.



INLAY AND PIGMENT HUES

Sang and Serena have reviewed every image to ensure that the hue of inlays and pigments shown is accurate. However, how colors are seen will depend upon the software, monitor, and individual viewing them. We apologize for any discrepancies that are found between image and actual product hue.



PRODUCT CARE

To care for your inlaid furniture item(s), Sang and Serena recommend wiping the surfaces gently with (a mild, natural cleanser if needed) and a bit of room-temperature water.

Warning: using harsh, chemical solvents or scrubbing any surface of the furniture may result in a removal of sheen or disrupt the painted portions of the product(s).