Customer Service

Our Philosophy ...

Our ancestors taught us the Golden Rule. “Do unto others as you would have others do unto you”. We want your purchase to provide you with pleasure and satisfaction. Our Grandfather taught us how to do this and still stay in business. In 1923 he searched the world over by steamship to find products that were manufactured to the highest standards, easy to care for and great values. He formed lifelong, multi-generational relationships with master craftsmen all over the world. As a result we represent products that first have to please us then we proudly offer them to you. Our resources all over the world constantly tell us that products made to our specifications rarely if ever fail to please. Further they tell us that our rate of returns are the best in our industry, usually it's less than one percent.

But mistakes do happen. Perhaps a color chosen is not to your liking, a hem is not straight. We want you to be happy. Your recourse is with the family. We, the owners, are Customer Service. We promise to work hard to treat you as we ourselves would like to be treated.

But we have to stay in business ...

Our Return Policy

We ask your cooperation with these simple rules. Merchandise may be returned within 30 days of purchase for exchange or refund. A valid Harris Levy receipt for the merchandise must accompany all returns. Returned merchandise must be in the original packaging, unopened, with all the tags and inserts in place. We require this because laws prohibit re-selling open bedding as new. If you are not sure about an item we maintain a large supply of swatches, shams and in some cases open sheeting. We would be glad to send any of these to you for a refundable deposit.

Custom & Special Orders

One of the things that we are most proud of is our ability to engineer custom items. We love to custom design, custom sew, and custom hand embroider. Whether it's making custom bed linens for an NBA star's 8 foot round bed or making deep fitted sheets for your new mattress we can do it all. The only thing that we ask is that you verify all of the specifications that we provide. Once the order is verified and placed you may not cancel or return custom merchandise. We also love to order merchandise especially for you. Once you verify and order special order merchandise it may not be cancelled or returned.

Dye Lots and Expected Delivery

Our extensive experience has shown us that dye lots do vary and cannot be guaranteed to match pictures, samples, swatches or previously purchased merchandise exactly. Every computer monitor is different and shows color differently. If color is important let us know, we are happy to send swatches. No matter how much we try to maintain expected delivery dates we deal with many manufacturers from all over the world and there are many variables in raw good supply, manufacturing, labor and shipping so please understand that Indicated delivery dates are approximate and cannot be guaranteed.

Pricing

Some name brand manufacturers encourage retailers to maintain retail and sale pricing according to their Manufacturers Suggested Retail Price or MSRP. While we never allow our resources to dictate what we charge our customers we must sometimes “protect” these manufacturers. Some manufacturers have asked us not to show our discounted prices on our web site or in our advertising. In some cases they request that we show the MSRP and in some cases they have requested that we do not show a price. In these cases we ask that you either call us or e-mail us for a price. Sometimes our price will be available when you put the item into the shopping cart. Please understand that we do not like doing business in this way but unfortunately we must co-exist with many manufacturers and retailers. Rest assured that In every instance you will be invoiced what we feel is the correct price. While we do not guarantee that we are the absolute lowest price on every occasion. We are among the lowest prices that you will find. We feel that you are getting a terrific value, a truly great price, tremendous selection, expert advice, great customer service, and a 112 year old business that stands behind your purchase.

Payment

Payment may be made by major Credit Card, MasterCard, Visa and American Express. We accept checks but we cannot ship the merchandise until the check clears.

Privacy

As a customer you are considered a part of our family. With that in mind we do not sell, trade or share any of your information to anyone! To help make sure that your information stays private we invest in the most up-to-date encryption and fire wall technology. Evidence of this may be seen by looking at the dynamic certifications from McAfee, Authorize.net and GoDaddy.  These dynamic certifications are in constant contact with our site sacnning our servers.  We do not receive or store any credit card information. Credit card information is sent secured and encripted to our bank processor.

Rest assured that you will not receive any unsolicited e-mails, faxes, mail or telephone calls from any third parties as a result of your doing business with us. On occasion we may send out information via e-mail or rarely by regular mail. As with most web sites, in order to allow you faster sign-in a cookie may be placed on your computer during your visit to our web site. Your shopping and transfer of personal data is secured which may be verified by noting the padlock icon at the bottom of the page.

Shipping

Our primary shipping carrier is United Parcel Service. All their shipments are insured and tracked. For very small items, swatches, and packages to U.S. Post Office Boxes we use the U.S. Mail. We do not make a profit on shipping. As a matter of fact each year we lose money on shipping. While, online, we offer a very simple shipping chart we re-calculate your shipping charge at the time of shipment and you actually pay the lower price. If you wish exact shipping charges please call or e-mail us.

Sales Tax

We must collect sales tax on shipments within New York State. The tax rate is based on the tax rate of the destination address. In New York State the shipping fee is taxable.

Care for your linens

Like fine clothing linens show age primarily from laundering. The more laundering the faster items wear. We recommend three sets. While this recommendation may seem self-serving most people have much more than three sets of clothing and your linens are used just as much. The reason for three sets is so that you can be using one set, have another in the wash and another “resting” in the closet. When you do launder your linens we recommend Linen Wash.