Customer Service

Ordering

We understand that purchasing furniture is not only a sizeable investment, but it is an important decision because it involves your lifestyle.  We are here to make this process as stress free as possible equipping you with ample information.

We offer convenient options for you to purchase. 

Order Online www.alchemycollections.com
Order by Email info@alchemycollections.com
Order By Phone Call us at 206.448.3309 or 866.9ALCHEMY
Order In Person Visit our Showroom at 2029 Second Ave, Seattle, WA 98121

Should you have any questions or concerns, please do not hesitate to contact us.  We will be more than happy to provide any assistance and ample guidance. 

Return Policy

Item is Defective or Damaged

At Alchemy Collections, we take great pride in the quality and craftsmanship of our furniture. Attention to detail in design, materials, and construction is always forefront.  In the event that damage occurs in transit, or if you discover any defect in manufacture please note the following:

  1. When receiving, if there is evident damage on the packaging/boxes, indicate this on the freight bill. 
  2. Contact us within 2 days upon receiving product
  3. Do note that we will need a written detailed description and clear photo in order to process the return.
  4. Pending inspection, a refund or credit will be issued for the item value. Any taxes charged will be refunded in accordance with state laws.
  5. We will not refund any damaged merchandise that has gone through evident misuse.

 

Item is Still in Good Condition

At Alchemy Collections, we stand behind the quality of our product and we rectify the situation if you are not satisfied with your purchase.  If the product is still in good condition but you would like to return it, please note the following:

  1. We require a receipt as proof of purchase.
  2. The item must be in resalable condition, and in its original packaging
  3. Pending inspection, a refund or credit will be issued for the item value. Any taxes charged will be refunded in accordance with state laws. Shipping and handling charges are nonrefundable.
  4. Custom orders or sale items are non refundable.
  5. Original shipping charges are non refundable.
  6. Customer is responsible for return shipping charges.
  7. There will be a restocking fee

 

Shipping and Delivery

All in-stock items will be shipped via UPS within three days from receiving payment. Custom Orders/Back Orders can take 12-16 weeks for delivery.  Custom Orders/Back Orders frequently arrive before 12 weeks.

  • Items that cannot be shipped via common carriers such as UPS/FedEx due to weight/size constraints will be shipped via freight
  • Our default freight option will be threshold delivery.  Please contact us if you would like to include other upgraded delivery options such as inside delivery or white glove services. For specific products that require special handling, white glove will be the default delivery option.
  • A person 18 years or older must be available to meet the delivery and sign for the product(s).
  • Title to merchandise passes to customer when the carrier accepts delivery from Alchemy Collections.   
  • Please count and inspect your items carefully before you sign for the shipment.  Signing the Bill of Lading or Shipment Receiving confirmation is verification that your merchandise has been received in good condition.
  • All backorder or custom order items can take up to 12-16 weeks for delivery.  You will be notified before the shipment leaves our facility.
  • Items that will ship separately:
    Items that have different shipping methods
    Items that are not available in our warehouses on the same day
  • Alchemy Collections can not be responsible for delays caused by a customer not providing sufficient or accurate delivery information, or if the delivery location is inaccessible.
  • We will do everything possible to package our products properly and safely to help minimize shipping damages that may occur.  Though slim, shipping damage is still a possibility.  Please refer to our return policy for details

 

Instructions for accepting a shipment

  1. Inspect for any visible box / package damage. If there is any damage please provide a written description of the damage on the freight bill and provide pictures of the damage. 
  2. For freight delivery, remember to ask the driver to wait while you inspect the items, most of the time they can.  If they refuse, also indicate that on the freight bill.
  3. If the package arrives in very poor condition, simply refuse the damaged package(s) only without opening it.  (E.g. If the package has large holes or tears). 
  4. Open each package. If there is any damage to the merchandise, please provide a detailed explanation of this on the freight bill.
  5. Keep all original packaging as UPS/freight Company may come out to inspect the packaging. 
  6. Reject ONLY the merchandise that is damaged. Accept all of the merchandise that is not damaged.
  7. Please refer to our return policy section if any of the merchandise is defective

 

WILL CALL / LOCAL DELIVERY

Customers living in the Seattle, Washington area have the option of picking up their orders at our warehouse. If you chose to pick up your shipment, you will be exempt from any shipping costs.  However, purchases that take place in WA will be subject to 8.9% Washington State Sales Tax. If this is an option you would like to chose, please contact us to avoid being charged for shipping.  If you would like local delivery, we can also provide you with that option.

PRIVACY 

Alchemy Collections does not share or sell any of our customers’ information.   

WARRANTY

Yes, for our furniture items, we do offer a one year warranty on fabrics/leather on upholstery pieces and a three year warranty on all furniture frames and hardware.  Whether a claim is covered under the warranty will have to be established on a case by case basis.  For example, if the frame of a sofa breaks due to poor construction, we will be happy to replace the piece for you.  However, if there is large cut on your sofa, it will not be something our warranty covers.

DISCLAIMER

Alchemy Collections reserves the right to make updates and/or corrections to product information and policies without prior notice.  Orders that have already been processed will not be affected by changes in policy or product information.  Alchemy Collections is not responsible for any typo, or inaccuracies of our product information.  Alchemy Collections reserves the discretion and the right to refuse to fulfill any orders. The user of the Alchemy Collections web site assumes all responsibility and risk for the use of this server, and the internet in general.