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FAQ'S & POLICIES

WHEN CAN WE CONTACT YOU?

HILLSIDE MANOR DECOR operates under normal weekday business hours (9:00 AM - 5:00 PM EST).

Feel free to reach out throughout the week. I strive to respond to inquiries within two business days.

We are closed weekends.

CAN I SHOP ON MY OWN? 

I ask that you do not select items without my approval because they may not fit the design you’ve hired me to realize. You will receive a detailed Specification for each item to be purchased directly throughout the course of the project.

WHAT ADDITIONAL COSTS CAN I EXPECT?

I endeavor to provide a full cost outlook of each item, but additional costs such as storage, rush shipping, sample orders, freight, insurance, installation, processing fees, minimum fees, or unexpected labor may occur.

 

DO YOU WORK WITH CONTRACTORS? 

Yes, I value the opportunity to work with other design professionals such as contractors, architects, engineers, and builders as they are an integral part of the process to create your custom space.

I prefer to use professionals that I have working experience with on previous projects.  

HILLSIDE MANOR DECOR does not provide contractor services; so they will ultimately be hired directly by the client. 

 

HOW LONG DO PROJECTS NORMALLY LAST? 

This depends on the scope of the project design and the client’s decision-making process. Occasionally there are delays caused by weather, manufacturer closures, vendor vacations, factory errors, pandemics, and other unpredictable factors. Everyone involved: designer, client, vendors and contractors are expected to avoid unreasonable delays in the project. Together, we will do our best to agree upon a realistic timeline while discussing scope of work at the beginning of your project.

 

HOW DO I PLACE AN ORDER?

Once you receive a Proposal, you have up to 5 business days to either Accept or Reject the item.

To place an Order, an Approved Proposal is required in Studio Designer along with full payment.

We accept credit card payments through our ordering process, though physical checks are recommended to avoid processing fees.

 

CAN I CHANGE MY MIND AFTER AN ORDER IS PLACED?

Orders generally cannot be cancelled or refunded.

Custom-ordered items, such as upholstery, carpets, fabrics or wallpapers, and bespoke furniture, etc. once approved by the Client, are not subject to cancellation or return, and remain the Client’s responsibility.

Requests for feasible returns and cancellations will be billed hourly. 

Design Fees and related expenses are non-refundable, even when associated with a return or cancellation.

 

WHAT IF I DECIDE MID-PROJECT I WANT TO ADD MORE ROOMS? 

Since I work hourly, increasing the scope of work is not a problem.

We recommend having the details of the original scope of work completed before transitioning into an additional space for a more cohesive design.

 

WHAT IF I HAVE CONCERNS ABOUT AN ITEM?

Please bring these to my attention immediately and we will discuss possible solutions. 

 

WHAT ABOUT BUDGET?  

Having a clear budget is very important for the project to run smoothly and for your expectations to be met. 

HILLSIDE MANOR DECOR prefers all contributing parties be involved with the initial project discussion and remain involved throughout the duration of the project. Upon approval, we will work inside your budget parameters, but it is up to the client to remain within the agreed upon budget.