Frequently Asked Questions

How can I check the status of my order?

You can check the status of your order at any time by going to your account page, where you can enter your username & password created when placing an order. If you checked out using a guest account, you can always get in touch with our customer care team via email or via the contact page or chat bubble in the lower right corner. You will also receive several emails sharing any updates on the status of your order.

What is your return policy?

For orders placed in store, we do not accept returns once the delivery is made. For online purchases, we allow full refunds from the moment of placing the order until the order has been processed and shipped (you will receive an email with this update). After the goods have been shipped, refunds only apply in in specific situations. In this case, a $99.99 restocking fee applies. The delivery fees are non-refundable. All accessories must be in their original packaging. You can find all information on our return policy here.

How can I change my delivery date or time?

If you did not schedule at the time of placing your order, you will be informed of the estimated delivery date at the moment your products are shipped. If you would like to change your delivery date after this, please contact our customer care team to see what we can do to help you. If a delivery attempt was made when you were not available, information to plan a redelivery will be given to you.

What if my merchandise arrives damaged?

You have one (1) day to report any damages or defects to our Customer Care department. We are not responsible for damages that occur as a result of customers moving or assembling products. We will require clear photographs to arrange appropriate services. If you don’t plan on using your item immediately, we recommend that you inspect all of your items fully to ensure no damage. All damages must be reported to us within 24 hours of delivery.

What is a backorder?

A backorder occurs when there is a delay in a product arriving to our warehouse, thus delaying the delivery. We try to minimize these occurrences as much as possible, but backorders do occur.

What if my billing & shipping address are different?

When placing an order online, we will ask for both your shipping and billing address.

Can I get an invoice for my purchase?

Of course, we can send you an invoice for any purchase made. Please contact our customer care team to assist you.

I need assembly info, what do I do?

All furniture should come with assembly information in the box, however if you need assembly instructions, please contact our customer care team with your invoice number and the item you need instructions for. Please allow up to 2 business days for reply.

Does my furniture come with a warranty?

Venoche grants or implies no warranties of performance on any products. All warranties provided, if any, are Manufacturing Warranties. Warranty paperwork is typically included in the packaging of the product. Many manufacturers who provide a warranty prefer to handle warranty claims directly. 

What is the best way to care for my wood furniture?

Keep your wood furniture looking like new with these tips:• To maintain the quality of your wood furniture, do not expose it to direct sunlight or extreme temperatures.• Dust often using a soft, clean, lint-free cloth that has been only slightly dampened. Attend to spills immediately with a damp cloth.• Use table runners, place mats, table pads, and coasters to reduce the chances of marking or damaging the wood. Always use coasters under both hot and cold liquids.• Never write on a bare wood surface. It may leave impressions on the wood.• Avoid the use of dyes, paints, inks, bleach, nail polish, and similar products on and around your wood furniture.• Waxing is not recommended.• Surfaces can be cleaned with a mild non-alkaline soap and water. Use the suds on a damp sponge or cloth, but be sure to test the solution on an inconspicuous section to make sure it doesn’t damage the finish. Dry immediately with a soft cloth and buff lightly, following the grain.• Always remember to lift up and move your furniture instead of pushing, pulling, or dragging it, which can damage not only your furniture, but also your flooring.