FAQ

Privacy

We respect your privacy. We value your business and will honor our following commitment: We collect only the information needed to process your orders and provide a personalized shopping experience. This includes your name, billing and shipping addresses, telephone phone number and e-mail address. All information you provide is protected by industry standard SSL technology and stored on secure servers. Tivoli Home will not sell or reveal to any third party your email address, except to the extent necessary to comply with applicable laws, police investigations, or in legal proceedings where such information is relevant.

Forms of Payment

Tivoli Home currently accepts American Express, Discover, Mastercard, and VISA.

Return Policy

Merchandise purchased from tivolihome.com may be returned for credit only within 30 days of purchase if in original condition and in original packaging. Refunds are not issued except in the case of defective merchandise we are unable to replace. Tivoli Home credit is valid for one year from date of issue. Thereafter, unused Tivoli Home credit is forfeited.

If you would like to return something, you must first obtain a Return Merchandise Authorization. You can obtain an RMA by contacting Tivoli Home by phone or e-mail. Follow the instructions on the back of the packing list, and return it to us by UPS or FedEx within 30 days of purchase. The item must be in original condition and packaging. Please be mindful that you are responsible for getting it to us in good condition, so be careful with its packing. If the product is defective, contact Customer Service and we will arrange for a UPS call tag to have the merchandise picked up from you. If you are returning it for some other reason, you will need to pay the cost of shipping it back to us. Returns should be sent to:
Tivoli Home
111 Front Street
11201 Brooklyn, NY

Please make sure that you include your name, address, telephone number, order number, RMA and e-mail address. We will e-mail you confirmation of the return. Your credit will be applied to your next purchase. Items purchased from tivolihome.com can be returned directly to the DUMBO showroom under the same conditions as specified above.

Order cancellation

You may cancel an order within 24 hours from the time that your original order was placed. Please send an e-mail to customerservice@tivolihome.com notifying us that you would like to have an order cancelled. Please make sure to supply us with detailed information (i.e. your name, your order number, etc.). You will be sent a confirmation message stating that we have cancelled that order for you. If you do not receive this confirmation message we have already shipped your order to you.

Order shipping / delivery

Your order will be shipped within two business days (48 hours) from when you placed your order. You should receive the order within 7 business days from the time of shipping, depending on your location.

Shipping and handling charges

Please note FREE shipping only applies to orders shipped within the continental US.
Actual shipping costs, if higher than the standard fees, will be applied to orders shipped outside the continental US.

Standard shipping takes 5 - 7 business days.
Express shipping takes 2 business days.

Oversized applies to furniture - not currently available.

Order sent to a different location other than the billing address

You can specify where you would like something sent, if it's different from the billing address. Please note that tivolihome.com cannot accommodate multiple shipping addresses. If you want to purchase several items and have each of them sent to a different address, you will have to make separate purchases. Please note that we cannot ship orders to P.O. or APO Boxes.

Sales tax

We are required to collect sales tax on orders billed to addresses in New York State. Residents in other states are responsible for complying with local state tax laws.

Stock & back orders

All items are in stock unless otherwise noted. There may be times when something you order turns out not to be available. We will inform you by e-mail of that situation and tell you how long the lead time is expected to be for the item to come back into stock. At that point you can choose to cancel the order or to have us order it for you.

Customer Service

We try to answer the usual questions here in this FAQ section. Additionally, you can e-mail us at customerservice@tivolihome.com, or you can call us 718-666-3050. Someone is available
Monday - Friday, 11:00am to 7pm EST. If we are not there when you try to reach us,
leave a message and we will get back to you as quickly as we can.

Free gift wrap

Just check the "Gift Wrap" box next to the desired item in your shopping bag.

Terms of Use

Any claims shall be filed in District Court of Manhattan County, New York. Terms of use are governed by the State of New York.

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