Are these quilts available from other suppliers?
No. We are a custom quilt studio. The designs are created by us and are not available for other quilters or companies to use. Because we do all the design and stitching ourselves, you can be assured of a unique and professional quilt that will be treasured for a lifetime.
You have two choices for ordering. Follow the steps in our on line order system, and make your deposit. You will be notified by email with your estimated completion date and confirmation of your order. Remember that initial deposits are not refundable.
If you wish to send a check/money order you may print the order form, include your payment and we will send you an email or card confirming your order and estimated completion date.
How do I pay the balance on my order?
Once your quilt is completed, we will email you a note with the appropriate balance including applicable taxes (if any) and shipping charges. If you ordered through the online system, you will be provided with an invoice to pay with your credit card. If you placed your order by mail, you will be mailed a printed invoice to return with your payment. Once payment is received in full, your quilt will be shipped.
What type of payments do you accept?
Our secure online system is handled through Paypal. However, you do not need a Paypal account to use it. We accept these major credit cards: MasterCard, VISA, American Express and Discover. We also accept personal checks (U.S. only), Elegant Counterpanes Gift Certificates, and money orders with mail orders. Note: regardless of method of payment, initial deposits are not refundable.
How do I redeem an Elegant Counterpanes Gift Certificate?
If you receive an Elegant Counterpanes Gift Certificate you must place your order by mail. Print the online order form and follow the instructions on both the order form and the Gift Certificate. Please include additional check/money order if your Gift Certificate is less than the deposit amount. Once your quilt is finished, you will be contacted by email or mail with a final invoice and payment options.
If your Gift Certificate is for more money than the final price of your purchase, you will receive a second Gift Certificate worth the remaining balance. You may use this Gift Certificate for a future purchase but it must be used within the original two year period. If you request, we will refund the balance in cash up to 20% of the face value but no more than $100.00. Anything over the 20% or $100.00 will be forfeited.
What is the Lead time for my order?
Because each quilt is custom made to your order, it takes time. We average one to four months lead time from deposit to ship date. If you need a quilt by a specific date or wish to know current lead time before ordering, please contact us prior to placing your order. Once your deposit is received, you will be notified of your estimated completion date.
Can I send a quilt as a gift to someone else?
Yes. We will be pleased to send your quilt to a gift address. During check out, complete the Shipping information section using the gift recipient's name and address. Fill in the Billing section with your name and information. Gift wrapping is not available at this time. We will include a simple card with your name. If you would prefer to let the gift recipient choose their own quilt, consider purchasing a Gift Certificate for the amount of the type of quilt you want to send.
Each quilt is packaged in a sturdy box and insured for the full value paid (plus shipping). We ship either USPS insured or FedEx insured and require all shipments to be signed for at delivery. Tracking numbers, if available, will be emailed to you upon shipping.
If the quilt is damaged in shipping, note any damage with the delivery person when you sign for the package, keep all packaging and place the appropriate report with the Post Office or FedEx. You will need your invoice and the insurance ticket as well as the package and the damaged quilt for your claim. We can provide duplicate invoices if needed, however, the claim must be filed at your end.
Why is the deposit non refundable?
When you place a deposit, we purchase the materials for your quilt and reserve a time block for its creation. If you cancel your order, we have still spent the money on the materials and have forgone other business during your reserved block of time. Because of these issues, the deposit is kept as payment for time and materials.
If your quilt is received and it is incorrect (wrong fabric or thread, wrong pattern or size) we will accept the return. You must contact us within 7 days of receiving the quilt and have an authorization number issued prior to mailing it back to us. No unauthorized returns will be refunded. Because these quilts are custom made, no returns will be accepted except under the above stated conditions.