FAQ

Each Eichholtz product has detailed care instructions that can be found under the general information of each item. By clicking on the Care instructions tab, you will find all useful information to keep your Eichholtz item in pristine condition. For any further information, you can always contact our Service department via service@eichholtz.com.

Lead time for delivery depends on order specifics and the location of the delivery. We specify estimated delivery dates in our confirmations. You can indicate a preferred delivery date during the checkout process, but this date will only be guaranteed in the confirmation email. 

For detailed information on shipping options and costs, please contact your Eichholtz sales representative, as these details vary by state. 

Confirmed orders may not be cancelled or changed without Eichholtz’s written approval.

Please login with your Eichholtz account, here you can find all account information. 

We accept payments via credit card, bank transfer, and check. Contact your Eichholtz sales representative to discuss the possibility of paying on open account.

Eichholtz Long Island sells to both private individuals and retail consumers who wish to shop our collections directly. While our catalog is available for all to browse, access to exclusive trade pricing and professional discounts is reserved for registered partners via a verified customer account. For specific information regarding your account status, the possibility of paying on open account, or to finalize an order, please contact your assigned Eichholtz sales representative.

Absolutely! We value collaborations with interior designers and architects. Our partnership programs are designed to support professionals in the design industry, providing access to exclusive benefits and resources to enhance their projects and offerings.

If you areinterested in learning more about our partnership programs or becoming a partner, please do not hesitate to reach out to your Eichholtz sales representative or our general salesphonenumber. We are here to support you every step of the way and look forward to the opportunity to collaborate on exciting design projects together.

Certainly, we provide custom design services tailored to your specific needs. Feel free to reach out to us to discuss your project requirements, and we will be happy to explore how we can assist you in bringing your vision to life through custom furniture designs. 

In order to offer an accurate quote for your custom furniture project, we require key details including design specifications, material preferences, budget, and project timeline. This ensures we can provide a tailored solution that meets your needs precisely. Your dedicated Eichholtz sales representative will reach out to you for further information. 

We offer automation solutions including inventory management, CRM, content and product information. For more details, please contact your Eichholtz sales representative. 

Product data feeds, including images, descriptions, and specifications, are available in various formats (CSV, XML, JSON). For more details, please contact your Eichholtz sales representative.

Our products are meticulously crafted to meet industry standards and regulations. We prioritize quality and safety in every aspect of our manufacturing process, ensuring that our furniture meets the expectations of our customers and adheres to all relevant industry standards and regulations. For any specific inquiry about a certain product’s compliance in your market, please contact your dedicated Eichholtz sales representative.

If you receive a damaged or defective product, please contact our Service team within 14 days after delivery. When contacting us, please include your Eichholtz Account email/name, the item number(SKU),a short description of the issue, clear photos in either JPEG or PNG format showing the issue, as well as the Eichholtz invoice or order number. In case of a quality claim, please also include an image of the barcoded item shipping mark,located on the packaging of each of our products. 

Please contact our Service team as soon as possible with the information mentioned in the question above. Please note that user damage and normal wear and tear are not covered under our warranty. Some traits of “Wear and Tear” are listed below:

Stretching and warping of seat upholstery due to normal use. These materials will change with use and natural exposure to abrasions, sunlight, liquids, rubbing, scratching, pulling, and stretching. This includes the stitching. Wrinkling is also a natural effect of hand upholstered fabric and is not considered a defect.

Fading (of seats, upholstery, stains, carpets, woods, lacquers, etc.) caused by exposure to sunlight and other abrasions, are not covered under warranty.

Staining of porous materials due to normal use is also not covered under warranty.  

Scratching or indentation of materials such as glass or lacquered materials. 

Warping or movement of wood materials due to natural conditions such as humidity.

Natural characteristics of natural materials such as wood, marble, travertine and alabaster are not covered by the warranty, and are not considered defects: Stretch marks, veins, variation in grain / pattern, and knots are typical examples. 

Repairs or modifications done by client

Defects that are the result of inappropriate use, negligence, carelessness or intentional damage and changes in colouras a result ofthe use of water, perfumes or soap are excluded from any warranty. We also recommendcheckingand followingour care instructions, mentioned for each product on our website.

Please keep the item and wait for instructions from our Service team. Always keep the original packaging and the pallet (for large items).

Please be advised that wedo not have a return policy for items which are not damaged, but merely not to one’s satisfaction or otherwise. We believe that the information on our website, including all dimensions,materialsand weight, with each of our products is sufficient for our customers to make a conscious choice. For further information, please consult our Service team.

Please note that our items are not machine made but handmade and therefore small imperfections or variations can occur. Dimensions can vary slightly, as some tolerance is allowed depending on the product. Natural materials such as marble, travertine and alabaster can always vary in appearance as this is the characteristic of the material. This is not considered a defect or a fault from the manufacturer and therefore we cannot accept claims on the appearance of these materials.

In case our Service team has agreed to provide a replacement (part) we will ship this either in combination with outstanding orders for the same delivery address or separately if all orders have already been delivered. As soon as the replacement item leaves our warehouse, you will receive an automated mail with the tracking information for your records. Please note that we only ship replacement items to the same delivery address as the original order.

Eichholtz offers white glove treatment with light assembly for an additional charge. You can contact your Eichholtz sales representative for more information.

You can reach our dedicated Service team via email: info@eichholtzlongisland.com. They can be reached from Monday to Saturday from 10:00 am to 6:00 pm.
Sunday from 11:00 am to 6:00 pm.

Please contact our service department for further information with the item name or reference number.