We've actually only have had one item returned - ever, and that had nothing to do with the quality or condition of the piece. The customer wrote "I was so delighted that the clock arrived on Saturday. It is a very nice piece and fits perfectly in the narrow space I have." But, she was having difficulty distinguishing between the minute and second hands. After attempts to resolve the problem were unsucessful, she finally returned the small wall clock.

Thus, we really don't have much experience with returns and have no official Return Policy.

What we do to assure Customer Satisfaction:

Customer satisfaction is our Number 1 priority. The best way to assure this it to make sure the product information we display on our website is a true representation of the items being offered, and provide the best 'personal' Customer Service possible.

• Photos & Descriptions: All of the photos shown on the website were taken by me, and the descriptions written by me. The photo and description shown for the Item Number is that of the specific item being offered. You will never see the same photo for more than one item (as I'm sure you have seen on other websites).
• Digital enhansing or 'PhotoShopping': We do not alter or doctor any photo except to adjust coloring to accurately depict the actual piece. All cameras adjust colors, (depending on lighting and other factors) and many times the colors/hues are off slightly. I just re-adjust to give a true representation of the specific piece. I also use PhotoShop to clean up the background and remove shadows - outside the picture of the piece.
• Hiding flaws & defects: First, if a piece has any issues due to workmanship - it is not offered, and goes in our fireplace. If there is a flaw or defect in the wood that would affect the function of the piece - it is not offered, and goes in the fireplace. If there is a flaw or defect in the wood that does not affect the function of the piece, we call it 'character' and note it in the description and make sure it is visible in the photo. In fact, when I take the photos, I make sure that what I consider to be the least flattering feature is prominently displayed. Maybe that is why we get so many comments from customers - that the actual piece was much nicer than the photo they saw on the website.
• Packing & Shipping: Unless unavailabe due to time restraints or specifically requested by the customer, we will use the U.S. Post Office as our shipper of choice. We have had years of excellent, reliable service (except for the one case noted below). If possible or requested, we will ship Priority Mail, otherwise the items will go out Parcel Post (please see Shipping & Payments). But, no matter what shipper we use or how the item is sent, we do not rely on a shipping service to pack the item, but personally pack each piece ourselves. Not only does this keep the S&H costs down, it also reduces the chance of damage. Even though they are the 'professionals', we have a vested interest. We had one package - a large display case - that got 'lost in the mail' and, in the customer's words: "It finally arrived today and is perfect. I was worried when the shipping box showed up dented, and torn but there was no damage to the case itself as you guys wrapped in really well."
• Pre-shipment inspections: After receipt of an order, we carefully and thoroughly examine the piece before it is packed up for shipment. If there is any damage, issues or concerns of any kind - even those that most people would not even notice - we immediately contact the customer, explain the situation and alternatives, and let the customer decide how to proceed. We really don't have much that can 'not work' except for clock inserts, and we always test these up-front and immediately prior to shipment to make sure they keep accurate time. Nutcrackers are inspected to make sure they are not loose or wobbley. Any glass accessories (such as candle holders) are re-examined for any signs of defects.
• After the item is shipped: We do not insure the packages we send (and again, we've never had any problems) unless the customer requests and pays the additional charge. We do get a 'Delivery Confirmation' and provide the customer with the 'Tracking Number' of their item. When we receive notification that the item was delivered, we immediately contact the customer to confirm that the item was received safely and that there were no issues.
• Customer Service: When you send VanEss Expressions an e-mail, or call the 800 or local phone numbers posted on our website - you get me (or ocassionaly my husband) - in Minnesota USA. I respond to all e-mail inquiries (other than unsolicited sales & and marketing correspondance) that come in thru our website within one business day. The same goes with telephone messages. We do have an answering machine on our phone - but you will never have to "press 1, press 5, please hold for the next available, etc". We provide the personal customer service of years gone by - a real person, who actually knows the company and the products, and who will assist you in the best way possible.