Frequently Asked Questions
European Customer Support
Payments & Safety
Michael Aram Europe accepts Visa, MasterCard, Discover, and American Express. Accounts with terms can also pay with bank wire upon approval.
VAT is included in the product price. No additional payment is needed.
Wholesale orders payed with a credit card will be charged immediately and will include shipping fees. No additional charges will be incurred. If your order contains backordered items, they will ship as soon as they become available. If you wish to cancel your backordered items, we will refund you the product amount, excluding shipping and handling.
Wholesale customers with terms can pay by invoice. Once your order is shipped, you will receive an invoice with your charges for product and shipping. If your order contains backordred items, they will ship as soon as they become available. When they ship, you will receive a new invoice for the new items which will include additional shipping charges.
Customers can backorder product. However, these items will not ship until available in the system. We're working with planning to provide accurate ETA's but at this time we can not guarantee delivery dates. When you order, all items that are on backorder will be marked in your order notes. This will allow you to track items on backorder when purchased.
Shipping & Delivery
Our goal is to deliver your orders as quickly as possible. All orders have a processing time of 24-48 hours if the merchandise is in stock; excludes holidays and weekends. In the case of backordered items your shipping invoice will reflect which items are pending and they will be shipped to you as soon as they become available, therefore items ordered together may not always be shipped together.
*Please note: Michael Aram Europe will not be responsible for delivery delays due to unforeseen circumstances beyond our reasonable control, such as delays due to severe weather, natural disasters or strikes.
Once shipped, your order may be tracked using this web site. The tracking number can be retrieved from your order status. Orders must be placed weekdays before 3:00 PM (GST+2) if overnight delivery is requested. Weekend and Holiday delivery is not available. Orders placed on weekends will be processed and shipped on the following business day. Orders placed on a holiday will be processed and shipped on the following business day.
Unfortunately, since we are processing your order as quickly as possible, we are not able to accommodate order cancellations or modifications.
Warranty & Repair
Michael Aram makes every reasonable effort to ensure orders arrive in good condition. Upon delivery, all orders must be inspected. If there are discrepancies or damage, Michael Aram must be notified within 72 hours of receipt.
Claim settlement may involve your compliance with reasonable requests made by Michael Aram such as, but not limited to:
• Cooperate with Michael Aram, any third-party (insurance company, carrier, etc.) as reasonably requested during the claims process.
• Save all damaged cartons until the claims is settled.
• Email photographs to Michael Aram, and other third-parties, of damaged items.
Upon a claim decision, customers may be asked to return the damaged merchandise in the original packaging to Michael Aram, at Michael Aram's expense.
Michael Aram warrants that merchandise will be free from defects in material or workmanship for a period of one (1) year from the shipment date, provided that the merchandise is used as reasonably intended and has not been altered or modified.
This warranty does not apply to the extent that merchandise: (a) has not been handled, maintained or used in accordance with Aram’s instructions or in a reasonable manner, or; (b) has been damaged by accident, negligent or external factors.
Aram merchandise is handcrafted by artisans. Small irregularities in shape, surfaces and finishes are hallmarks of such craftsmanship and are not defects.
Returns & Refunds
Please note, returns/stock balances are at the sole discretion of Michael Aram. If approved, Michael Aram will provide a Return Authorization (RA) label with guidance for shipping. When returning Michael Aram products, for any reason other than damages caused prior to receipt,
the following will be considered:
• Items must be returned unused and in their original packaging.
• The Return Authorization (RA) form must be obtained and included in the shipment with the returned merchandise.
• The items must be shipped within three (3) business days of receiving authorization.
• There will be a discretionary twenty percent (20%) restocking fee on all accepted and approved merchandise.
• You will receive a merchandise credit equal to your purchase price for all acceptable items, less any discounts and restocking fees.
• Custom and exclusive products may not be returned.
Merchandise that is returned without proper authorization or required documentation (RA Form) will be refused. Credit will not be issued for any merchandise for which advance authorization was not obtained; and will be issued only for goods received by Michael Aram.
Contact Customer Support for more details.