Customer Care
Thank you for choosing Lulla Smith for your bedding needs! Please feel free to contact us anytime with questions or comments regarding products, order status and swatch samples.
Contact Us
Hours
Our sales associates are available during the following hours:
Monday through Friday: 9:00 a.m. - 6:00 p.m. (EST)
Saturday and Sunday: Closed
Please note: Any messages left after hours or on weekends will be returned the next business day.
Mailing Address
If using Fedex or UPS, please use:
Lulla Smith
44 Timbercliffe Drive
Camden, ME 04843USA
If using USPS, please use:
Lulla Smith
PO Box 409
Camden, ME 04843
By Phone
Sales & Customer Service: 207.767.6552
Wholesale & Interior Designer Inquires: 207.767.6552
Studio: 207.230.0832
BY email
Sales & Customer Service: sales@lullasmith.com
Wholesale & Interior Designer Inquires: sales@lullasmith.com
Studio: lulla@lullasmith.com
Press: prmarketing@lullasmith.com
Ordering
Swatches
We are happy to provide you with fabric swatches. The dye lots can change, so please understand the swatches we send may be 3-10% different than the fabric your items could be made of. If you require a "Cut for Approval," please request one specifically and know that this will delay your order, as we cannot put your order into production until we receive your approval. Further if you require a couple of swatches there will be no fee; however, if you require more than two they are $2.00/each or 6 for $10. Everything we manufacturer is hand-cut and stitched to order, allowing you to mix and match, and change fabric types and colors as you desire.
Sales Tax
No sales tax will be charged to delivery locations outside of the state of Maine. Lulla Smith is, however, required to collect 5.5% sales tax on all orders shipped to a Maine address.
lead time
Our estimated standard lead time is 4-6 weeks, but may vary due to circumstances beyond our control. When possible, if you require an earlier delivery and are willing to pay a 25% rush fee, we will guarantee your order will ship within 2-4 weeks. Again when possible, to guarantee a 2 week ship date a 35% rush fee will be assessed. Please call us to request expedited shipping.
Shipping
Free Fedex Ground shipping applies to orders shipped within the continental USA. Priority and Economy shipping is available to International customers at check out. International customers will be responsible for duties and taxes when the package(s) arrive.
We've calculated shipping costs to a number of countries. If you do not see your country listed, and are interested in ordering from us, please email or call us. We are more than happy to provide a shipping quote and add your country as an shipping option.
Return Policy
Dedication to Customer Service
At Lulla Smith, we are dedicated to your satisfaction. Everything that you order is hand-cut and stitched to your specifications, and for this reason we may have to contact you with questions regarding your crib and/or cradle. It is our desire to make sure your order is perfect! Because each item is custom made for you, it is non-returnable. If you have any doubts or uncertainties about the fabrics or colors you are selecting, please contact us for swatches. Once an order is placed, you have two business days to cancel the order, and have the amount refunded to your credit card. After that time, custom orders are non-refundable.
damage or defects:
In the unfortunate event that there is a defect with your order, please contact our sales team at 207-767-6552 or email us at sales@lullasmith.com WITHIN TWO BUSINESS DAYS of receipt. Please include your order number, an explanation of the defect with a photo(s), if possible. We will review your request upon receipt, and will work diligently to resolve the issue.
Please DO NOT return items to our company without contacting us first. We will not accept packages without a return authorization #, instead packages will be refused and returned to you and you may incur additional shipping costs.
If we have erred with you order, Lulla Smith will issue a call tag, so that the item can be returned, and repaired or replaced. At times we will issue specific instructions regarding return of the item. Please follow our instructions. If instructions are not followed, we will not cover the shipping costs back to you.
If items need to be returned for repair, we recommend using a shipping service where boxes can be tracked and insured.
If you have any questions about returns, please do not hesitate to contact us.
DISSATISFACTion:
If custom crib or cradle bedding doesn't fit properly because of dimensions that were wrongly provided by the you, we are happy to remake the item(s) at your expense. We will prioritize this work.
If for any reason your custom order does not arrive within the stated delivery date window, you have the right to cancel the order, or agree to a revised ship date. If you agree to a revised ship date the order cannot be cancelled.
Questions prior to placing an order
Please contact our sales team at sales@lullasmith.com, prior to ordering, for specific return information on products of interest.
Privacy Policy
Thank you for choosing Lulla Smith. It is our priority to ensure the security and privacy of your transactions. Any information that we gather is kept securely and is confidential. We use this information for order fulfillment, billing and shipping purposes only. Further, we respect your desire to remain anonymous. Therefore we will not share any information about our customers with third parties or the press.