CUSTOMER SERVICE

We understand that buying home furnishings is a very important personal experience which should be pleasant and free from stress.   EWF Modern would like to make this process easy, so please find our options of services listed below. If you should have any questions or need further clarification, kindly contact one of our knowledgeable sales associates at 503.295.7336.  
 

RETURN POLICY

Returns or exchanges of stock accessories are accepted within 7 days for store credit. All other merchandise is not returnable.  Returns require sales receipt, original packaging, and must be in salable condition. Restocking fees may apply. All discounted merchandise is final sale and not returnable. Special orders require a 50% non-refundable deposit and are not subject to cancellation. Availability of merchandise is estimated according to information on hand at the time of purchase. EWF Modern will not be liable for any delay in shipment, or for any loss, damage, cost or expense related to delivery. 
 

FABRIC + MATERIAL SAMPLES

We are happy to provide our fabric/material samples for your project. However, due to our limited supply and their high cost, samples need to be returned within 24 hours or a minimum fee of $10 per sample may be charged. Samples are available for purchase, contact one of our sales associates to order.
 

Working with the trade

We value our relationship with the design community and offer discounts to qualified interior designers, architects, home builders, and contractors working on a single residence or small project. We recognize the importance of your work as well as the many challenges you face. This is why we adjust our process to the way you work best. From working with you individually or assisting you with your client, we ensure that the process is enjoyable and beneficial to your practice.

 

 

Shipping and Delivery

Shipping Lead-Times

Our website provides shipping estimates in good faith, provided at time of order. Please allow for additional 4-6 weeks US transit for custom orders shipping from Italy or Asia. For more information kindly contact one of our Sales Associates.

 

LOCAL DELIVERY

EWF Modern contracts with local delivery companies in the Portland area. They offer COD hourly rates and degrees of service.  We can provide an estimate of delivery costs. Once your items are received and inspected we will contact you to confirm your address. The delivery company will then contact you to schedule.  

Additional services offered include packing removal and assembly. This is an option that you may or may not choose to use. The time charged for assembly is in addition to and combined with the delivery rate.

All fees to wrap, transport and store showroom floor models after purchase is the responsibility of the customer. Please ask a Sales Associate for more information.

 

CUSTOMER PICK UP OR USE OF OWN DELIVERY COMPANY

Warehouse Loading Fee: $20 waived for first item. Any subsequent item on the same day is $20/piece (customer assumes all risk regarding transportation and fit). Hours/days of operation and directions to our warehouse will be provided prior to pick up. Please provide 24 hours advance notice of your pick up. You may also ask that your furniture be left unassembled (if applicable) and/or left in the original packaging materials. You will be asked to sign a release form for your merchandise upon picking up at the service center. All shipments are inspected in our warehouse prior to release. If customers choose to pick up their furniture they are fully responsible for proper delivery care. If you are arranging to pick up items from the showroom, please bring adequate help because we do not have onsite movers.

 

OUT OF AREA / OUT OF STATE DELIVERY

EWF Modern is proud to ship nationwide.

We will provide cost quotes and arrange furniture shipment by various standard freight carriers for standard outside delivery or if you prefer white glove service. All orders are inspected prior to shipping and are fully insured. Most case goods are palletized. Title to merchandise passes to customer when the carrier accepts delivery from EWF Modern. Please count and inspect all boxes upon receipt in the presence of the carrier. Signing the Bill of Lading or Shipment Receiving confirmation is verification that your merchandise has been received in good condition.

EWF Modern cannot be responsible for delays caused by a customer not providing sufficient or accurate delivery information, or if the delivery location is inaccessible.

 

INSTRUCTIONS FOR ACCEPTING A SHIPMENT

Upon delivery please inspect your order immediately. In the unlikely event that damage occurs, or an item is missing, this is the moment to take action. You are the only person who can make a claim and provide the proper documentation.

If you have detected damage or defect WITHIN THE PORTLAND METRO AREA, please contact one of our sales associates immediately for further instruction at 503.295.7336.

If you have detected damage or defect OUTSIDE THE PORTLAND METRO AREA, please refer to the appropriate step below:

If furniture was DELIVERED BY A WHITE GLOVE DELIVERY SERVICE, contact the White Glove Delivery team’s office immediately to report the damage.

If you have used a FREIGHT COMPANY OR COMMON CARRIER to deliver the furniture mark "Product Damaged" on driver's delivery receipt and contact one of our sales associates immediately for further instruction at 503.295.7336. Please note that if the freight company delivers significantly damaged goods, you may refuse delivery. If claiming freight damages, save all packing material and damaged pieces until the freight claim process is completely over. There is a strong chance a representative from the freight company will come to inspect the damage.

In both cases, EWF Modern will facilitate the claim with the delivery team or freight company on your behalf to insure they have the pieces they need to repair the damage, or if non-repairable, to replace the piece of furniture. EWF Modern will not be held responsible for damage incurred during delivery.

Please note claims generally take 8-12 weeks to resolve.

In the case of a manufacturer's defect, we can replace the defective part, or if needed, the entire unit. We stand 100% behind our products and the manufacturers who produce them, and we will make every effort to resolve any problems.

If you accept a package and then discover parts are missing, do not discard the packaging. Please contact us within 24 hours. We will ship you the replacement parts at no extra charge. If we cannot replace parts, we will have the carrier pick up the item and we will send a replacement once we receive it at our warehouse. Again, all returned products should be in the original packaging. 

 

STORAGE OF FURNITURE

Due to our limited warehouse space, EWF Modern is unable to store furniture after 10 days of arrival notice. If longer storage is necessary, EWF Modern will provide space for $25 per day.

All fees to wrap, transport and store showroom floor models after purchase is the responsibility of the customer. Please ask a Sales Associate for more information.