FAQs

Answers to frequently asked questions about our store, ordering, design services, and more.

ORDERS

How do I check the status of my order?

You can check the status of your order by visiting your Order History section in My Account.
Once on the Order History page in My Account, click on the order number and you will see the order status in the top right corner. If you do not know your order number, you can locate it by looking at your order confirmation email.
When a shipping label has been created for your order, you will be able to track your shipment within your Order History.
Please note that although your package has shipped, tracking will take up to 24 hours to appear in a carrier's tracking system.
If you have any further questions, please contact us.

Where can I see my previous orders?

Your previous orders are available in the Order History section of My Account.

I received a damaged item. What should I do?

Your satisfaction is our top priority, and we want your shopping experience to be perfect. We’ll replace the item if it’s still available or issue a full refund, including shipping charges.
For items shipped via our white-glove delivery service, you can refuse the item if you see any damage or quality issues. Make sure to note the damage or quality issues on the delivery service’s paperwork, and call us at 513.321.4730. We are here to help and want you to love your purchase. If you received a damaged item, please contact us immediately. Please include your order number and the name of the item that was damaged.

I’m missing items from my order. What should I do?

Since some items are shipped directly from the manufacturer and others are shipped to our warehouse first for repackaging, your purchases may arrive in more than one package.
Please view your order details to verify which item(s) may have shipped separately by visiting the Order History section in My Account.
Once on the Order History tab in My Account, select the order number and it will indicate an estimated arrival date for each item in your order. Items with different estimated arrival dates will most likely be shipped in separate packages.
Click the order number to view the status for each item in your order.
If you do not know your order number, you can locate it by looking at your order confirmation email. If all of your shipments have been delivered and you are still missing items, please contact us immediately.

How do I change my shipping address for an order?

To update the shipping address for an order, you must cancel your purchase and re-order. You can cancel your order within 48 hours of your purchase by calling our Customer Care team at 513.321.4730.

Can I update my order?

To update an order, you must cancel your purchase and re-order. You can cancel your order within 48 hours of your purchase by calling our Customer Care team at 513.321.4730.

How do I cancel an item or order?

An order may be cancelled as long as the request is made within 48 hours of your purchase. Please call our Customer Care team at 513.321.4730.

I received the wrong item. What should I do?

Your satisfaction is our top priority, and we want your shopping experience to be perfect. We’ll replace the item if it’s still available or issue a full refund, including shipping charges.
For items shipped via our white-glove delivery service, you can refuse the item if you see any damage or quality issues. Make sure to note the damage or quality issues on the delivery service’s paperwork, and call us at 513.321.4730. We are here to help and want you to love your purchase.
Please include your order number, the item received in error, as well as the name of the item that you did not receive. We will contact you with details on how to return the item received in error and status of the actual item you ordered.

Can I add items to an existing order?

Unfortunately, you can't add items to existing orders. If you would like to add new items to an order you will need to place a new order on our site.

Can I place a special order?

Yes, we accept special orders for items in our Replica and Upholstery collections. Because all special orders are custom made, options and pricing may differ from what is shown on English Traditions website. Please contact our Customer Care team at 513.321.4730.

ORDERS

PAYMENT

PAYMENT

What methods of payment do you accept?

English Traditions accepts payments from Visa, MasterCard, Discover, American Express, Diner's Club, JCB, Shop Pay, Apple Pay, and English Traditions gift cards.

How do I apply a Gift Card to my order?

On Checkout, you can enter your Gift Card Number and Pin Number under the Payment Method section. The PIN can be found on the back of your card under the scratch off label.
Once entered, click “APPLY”. The balance available on your gift card will be applied to your order.

How do I apply a Promotion to my order?

On Checkout, you can enter your Promotion Code under the Payment Method section. Once entered, click “APPLY”.

Does English Traditions charge sales tax?

English Traditions collects sales tax on orders shipped to the following states:

  • Florida
  • Ohio

If you are having your order shipped to any of these states, tax will be charged at the applicable county rate. Tax rates within counties vary.

Do you accept international billing addresses?

Unfortunately, we cannot accept international billing addresses for credit cards at this time. We can only accept credit cards with U.S. billing addresses.

How can I delete or add a new credit card?

Add new Credit Card

In order to add a new credit card, please visit the Saved Credit Card section of My Account.

Enter the Credit Card Number and Expiration Date in the ‘Add New Credit Card’ section that appears. Click on the ‘ADD’ button to save it. If you would like this to be your default payment method, please remember to tick the ‘Set as primary payment’ checkbox.

Remove Credit Card

Please visit the Saved Credit Card section of My Account and click the ‘Remove’ link next to the credit card you wish to remove.

SHOPPING

SHOPPING

What if an item is sold out? Is it gone forever?

If an item appears as SOLD OUT, it may mean that it is temporarily unavailable or on backorder but will be available for purchase at a later date. Unfortunately, it an item is marked as antique or vintage and SOLD OUT, it is no longer available for purchase.

Where does the merchandise listed on Antiques come from?

Inventory is sourced from an extensive array of vintage and antiques dealers and fairs across Europe that the owners of English Traditions handpick themselves.

How do I know the items for sale are authentic?

English Traditions procures every item directly and exclusively from brands and designers. We guarantee authenticity of each and every product we sell.

DO YOU PRICE MATCH WITH COMPETITORS?

Our main goal is our customer's satisfaction and we try our best to be competitive with our pricing. Please contact our customer service department in regards to price matching or adjustments.

SHIPPING & DELIVERY

Do you accept international shipping addresses?

Please note that English Traditions does not ship to non-US addresses. However, some of our customers have successfully used 3rd-party services like Shop & Ship. While we are not able to endorse these services, we can provide the following links for informational purposes:

http://www.shopandship.com

http://www.shipville.com

https://storetoship.com

http://www.postaplus.com/MyBox.aspx

http://myus.com

http://www.stackry.com

Where do you ship?

English Traditions can ship to street addresses in the continental U.S, Alaska, and Hawaii.

Because most of our products are shipped via FedEx, we cannot deliver to P.O. Boxes or APO/FPO addresses. English Traditions does not ship to U.S. Territories, including Puerto Rico and Guam.

How can I track my package?

You can track your order by visiting the Order History section in My Account and clicking on the order number. If you do not know your order number, you can locate it by looking at your order confirmation email.

Once a shipping label has been created for your order, you will find the tracking number underneath the Tracking section.

If you have any further questions, please contact us.

What are your shipping & handling rates?

English Traditions shipping & handling rates are as follows:

Order Total

Shipping Cost

Below $45

$6.95

$45.01 to $65

$7.95

$65.01 to $100

$9.95

$100.01 to $200.00

$15.95

$200.01 to $300.00

$23.95

$300.01 to $400.00

$31.95

$400.01 to $500.00

$37.95

$500.01 to $600.00

$41.95

$600.01 to $700.00

$48.95

$700.01 to $800.00

$55.95

$800.01 to $900.00

$62.95

$900.01 to $1,000.00

$69.95

$1,000.01 to $2,000.00

$139.95

$2,000.01 to $3,000.00

$209.95

$3,000.01 to $4,000.00

$279.95

$4,000.01 to $5,000.00

$349.95

$5,000.01 to $6,000.00

$419.95

$6,000.01 to $7,000.00

$489.95

$7,000.01 to $8,000.00

$559.95

$8,000.01 to $9,000.00

$629.95

$9,000.01 to $10,000.00

$699.95

$10,000.01 to $11,000.00

$769.95

$11,000.01 to $12,000.00

$839.95

$12,000.01 to $13,000.00

$909.95

$13,000.01 to $14,000.00

$979.95

$14,000.01 to $15,000.00

$1,049.95

$15,000.01 to $16,000.00

$1,119.95

$16,000.01 to $17,000.00

$1,189.95

$17,000.01 to $18,000.00

$1,259.95

$18,000.01 to $19,000.00

$1,329.95

$19,000.01 to $20,000.00

$1399.95

Is sales tax charged on shipping & handling fees?

Depending on where the order is being shipped, sales tax will be charged on the order subtotal, shipping, and/or handling at the applicable county rate. Tax rates within counties vary.

What should I do if I'm missing items from my order?

Since some items are shipped directly from the manufacturer and others are shipped to our warehouse first for repackaging, your purchases may arrive in more than one package.

Please view your order details to verify which item(s) may have shipped separately by visiting the Order History section in My Account.

Once on the Order History tab in My Account, click on the order number and you will see the estimated arrival date for each item in your order. Items with different estimated arrival dates will most likely be shipped in separate packages.

If you do not know your order number, you can locate it by looking at your order confirmation email.

If all of your shipments have been delivered and you are still missing items, please contact us immediately.

If I order more than one item, will they arrive in the same box?

Since some items are shipped directly from the manufacturer and others are shipped to our warehouse first for repackaging, your purchases may arrive in more than one package.

Please view your order details to verify which item(s) may be shipping separately by visiting the Order History section in My Account.

Once on the Order History tab in My Account, click on the order number and you will see the estimated arrival date for each item in your order. Items with different estimated arrival dates will most likely be shipped in separate packages.

If you do not know your order number, you can locate it by looking at your order confirmation email.

RETURN & EXCHANGES

Does furniture take longer to arrive?

Furniture orders often take longer to arrive due to the logistics of shipping larger pieces. In addition, most furniture pieces are delivered by white glove services. White glove delivery services need to make an appointment with you for in–home delivery.

Once you receive a shipping notification email, a shipping company representative will call you within two to three weeks to schedule a delivery time.

Your actual delivery date should fall within the estimated arrival date range for your item(s). Check your estimated arrival date by visiting the Order History section in My Account.

Once on the Order History tab in My Account, click on the order number and you will see the estimated arrival date for each item in your order. If you do not know your order number, you can locate it by looking at your order confirmation email.

What is white-glove delivery & what do i need to know when using it?

White Glove services will deliver the item/s into your room of choice, perform light assembly (for instance, attach legs or insert hardware), and dispose of the packaging materials.

Some things to know:

  • White Glove & Entryway items cannot be shipped by any other delivery method because of their weight, their size, and the special care and handling they require.
  • Our delivery service will contact you to schedule an appointment shortly before the arrival date.
  • Deliveries are made Monday through Friday 8am-5pm. Weekend delivery is not available.
  • The delivery service cannot make any modifications to your home. Please measure your space (doorways, elevators, stairways, etc.) before buying the item to ensure it will fit into your home. If the item doesn’t fit, it will be sent back to us. Return shipping charges will be deducted from the amount of your refund. The original shipping charges will not be refunded.
  • If you’ve purchased multiple items shipping via White Glove or Entryway delivery, you may have multiple delivery appointments with different delivery companies. We work with several delivery companies, depending on the type of product and where it’s located.
  • Please contact us at 513.321.4730 if there could be any delivery challenges at your home such as multiple flights of stairs or a narrow or long driveway. Additional charges may apply.

How do I receive my delivery? 

You’ll receive an email from us with tracking information about your item.

Shortly before the arrival date, our delivery service will contact you to schedule a delivery appointment.

Some things to know:

  • Items will not be delivered without an appointment.
  • Delivery appointments are available Monday through Friday 8am-5pm. Weekend delivery is not available.
  • Please make sure an adult 18 or older will be home during the delivery window. The delivery window may vary depending on your location. Usually there is a four-hour window, but sometimes it is greater.
  • Additional fees will be charged for missed appointments and last-minute changes to appointments.

Do I need to do anything before my delivery appointment?

Before your appointment, please make sure the walkway and the area where you’d like the item placed are clear.

The delivery service cannot move existing furniture to make room for the new item. It is also unable to remove unwanted furniture or make any modifications to your home.

Should I inspect my item?

Yes, once your item has been unwrapped, please inspect it for any damage that may have occurred in transit. Do not sign the delivery paperwork until you have thoroughly inspected the item for any damage or quality issues.

If you do see any damage or quality issues:

  1. You have the right to refuse the item.
  2. Make a note of the damage on the delivery service’s paperwork before signing for the item. If you do not note the damage on the delivery paperwork, it’s more than likely we won’t be able to issue a refund or replace the item.
  3. Call us at 513.321.4730 and we’ll help resolve the issue.

How long will it take for my order to arrive?

You can check the Estimated Arrival Date for your items by visiting the Order History section in My Account.

Once on the Order History tab in My Account, click on the order number and you will see the estimated arrival date for each item in your order. If you do not know your order number, you can locate it by looking at your order confirmation email.

Are there additional delivery fees for furniture?

Most furniture and items that are oversize, heavy, fragile, or one of a kind are shipped by White Glove or Entryway delivery to ensure they arrive safely.

Our White Glove service will deliver the item into your room of choice, perform light assembly (for instance, attach legs or insert hardware), and dispose of the packaging materials.

White-Glove Delivery Rates

# Items

Shipping Cost

1

$249.00

2

$349.00

3 or More

$449.00

 

Our Entryway service will deliver the packaged item to the first room of your address. The recipient is responsible for unpacking and moving the product farther into the home.

Entryway Delivery Rates

# Items

Shipping Cost

1

$99

2

$149.00

3 or More

$199.00

What is English Traditions' insurance policy?

English Traditions packages are insured directly by the shippers.

RETURNS & EXCHANGES

What is your return policy?

Keep what you love. Send back what you don’t.

We're now accepting returns on most purchases. (Some exclusions apply. See “How do I know if an item is returnable?” below.)

Simply send it back in an unused and resalable condition within 14 days of when it was delivered to you.

ARE THERE Return shipping and restocking fees?

Return shipping and restocking fees may apply based on your preferred form of credit. Original shipping costs are not refundable.

Original Form of Payment

Return shipping and restocking fees will be deducted from your refund when you choose to have your original form of payment credited. See below for more information about shipping and restocking fees.

FedEx items

For items shipped via FedEx that are eligible for return, the return shipping fee will be a flat $8.50 per shipment and a $15 restocking fee per shipment. If you are returning multiple items that arrived in separate shipments, each item will incur a separate shipping charge of $8.50 and restocking fee of $15.

White-glove and entryway items

For items shipped via white-glove or entryway delivery that are eligible for return, the return shipping fee will be a flat $250 fee per shipment and a $50 restocking fee per shipment.

How do I know if an item is returnable?

You can find out if a product is eligible for return three ways:

  1. In the item's description.

Please note: Items marked Final Sale are not eligible for return. However, your satisfaction is our highest priority. If there is a problem with a final sale item you purchased, please contact Customer Care by email at info@englishtraditions.com or by phone at 513.321.4730. Please include your order number and the name of the item in order to expedite your inquiry.

2. In your order confirmation email.

3. On the order details page in the Order History section in My Account. (Click on the order number to view the details.)

How do I initiate a return?

To initiate a return for an item delivered via FedEx, go to the Order History tab of your English Traditions account. Click on the “Request Return” link next to the item you wish to return. To initiate a return for an item delivered via our white-glove service, please call Customer Care at 513.321.4730.

How will I know when my return has been received?

After we receive your return and confirm that all items are in saleable condition, you will receive an email confirming that your return has been received. Your refund or credit will be processed in 10-15 business days.

ET DESIGN CENTER

What is The ET Design Center?

The ET Design Center is a place to come touch, feel, and test-drive some of your favorite products from our site and see how beautifully they can be mixed and made your own. Visitors can book and enjoy a (totally free!) consultation with an English Traditions designer who will inevitably become your new best friend in home decor. He or she will sit with you, listen to what you need, look at whatever you’ve brought in for inspiration—photographs of your house, tears from a magazine—and then guide you to help find the English Traditions pieces you need. The designers know our inventory and vendors and can help you on your journey to create a home you love!

What happens after I book an appointment?

Once you book a consultation, your designer will reach out to learn more about any projects you are working on and your personal tastes. If you don’t have a specific design need in mind, that’s okay! Your designer would still love to connect with you to get a sense of your style.

Is there a fee for my consultation?

No! A visit to The ET Design Center is absolutely free, as is the inspiration and advice you’ll find there. You’ll pay only for any products you might buy via our website during your consultation.

What should I expect from a consultation?

In your appointment, you and your designer will discuss your style needs! You’ll leave your session with a clear direction for any projects you’re working on—and a shopping list for items that can help your stylish dreams come true.

Do I need to prepare before the consultation? Is there anything I should bring?

Anything you can provide in advance will help drive your conversation. Pictures of your current space, floor plans, measurements, and inspirational images will give your designer an idea of your space and style. If you know you are working within a certain budget, please let us know that as well, so we can tailor the conversation to your needs. Feel free to email any images or information to info@englishtraditions.com before your appointment.

How many of your products are represented at The ET Design Center?

While we’d love to show you everything, we have thousands of products available online and only so much space. Our designers update the space seasonally to showcase how you can mix the wide range of new pieces, vintage finds, artisanal creations, and designer favorites we currently love.

Can I buy something directly from The ET Design Center floor?

Of course! During your visit, a designer can help you order online any pieces you love and have them delivered to your home! Or you can bring your shopping list home and make a final decision about what to buy later.

GIFT CARDS

How can I purchase a Gift Card?

To make your purchase, visit our Gift Card page and fill out the order form. Once submitted, you will receive your eGift card via email. The gift card will be activated within 24 hours of receiving the email.

Do I receive a physical Gift Card?

Regrettably customers can only receive gift cards via email at this time.

How do I redeem my Gift Card?

Redeeming an Gift Card is easy. Follow these simple steps:

  • Shop www.englishtraditions.com and select products you wish to purchase.
  • When you're ready to checkout, click the cart icon in the top right of your browser.
  • Proceed through the checkout.
  • Enter your Gift Card code (codes are case sensitive) and PIN number in the Payment Method section and click "Apply."
  • If you have more than one Gift Card, simply enter each code and click "Apply" after each one.

ARE THERE ANY Rules & Regulations for Gift Cards?

Just what you'd expect...

  • You cannot purchase multiple Gift Cards at a time.
  • Gift Cards are non-transferable, non-refundable and are not redeemable for cash.
  • We cannot replace lost or stolen Gift Cards.
  • If you have any additional questions, please contact our Customer Service Department by phone at 513.321.4730
  • We do not charge sales tax on the purchase of Gift Cards; however, products paid for with an Gift Card will be charged applicable sales tax.

MY ACCOUNT INFORMATION

How do I update my password, email, shipping address, and billing information?

You can update all of your account details by visiting the Account Information section in My Account anytime.

I forgot my password to log in. How can I request a new one?

Go to the Password Recovery page. Follow the on–screen instructions in order to reset your password and we will send you an email with a link to reset your password.

If you do not receive an email from English Traditions within a few minutes, please follow the steps below:

  1. Check your email account's spam or junk folder to see if our email was filtered there.
  2. Request a new password again and be sure that you are entering your email address correctly. (If there are any typos, our email will not reach you.)
  3. Please also add info@englishtraditions.com to your contacts list to ensure delivery of our emails to your inbox.

If you've checked all the above and still do not receive your email, please contact us.

How do I unsubscribe from emails?

If you would like to reduce the number of emails you receive from us or unsubscribe, you can modify your email frequency by visiting the Email Preferences section in My Account. You will also find an unsubscribe link at the bottom of our sale emails.

And don't worry—even if you choose to unsubscribe, you can still log in to your English Traditions account to browse and shop anytime.

Please keep in mind unsubscribe requests take one week to take into effect. You may continue to get our emails while our system processes your request. Thank you for your patience and understanding.

How can I change my email preferences?

You can update your email preferences by visiting the Email Preferences section in My Account. To update, simply select the emails that match your interests and click "Save Changes".

Why am I still receiving emails after I unsubscribed?

Please keep in mind unsubscribe requests take one week to take into effect. You many continue to get our emails while our system processes your request. Thank you for your patience and understanding.

If you continue to see sale emails from us after one week, please contact Customer Care by email at info@englishtraditions.com or by phone at 513.321.4730.

How can I update my shipping address?

Please visit the Address Book section in My Account and follow the instructions below for adding a new shipping address, updating a stored shipping address, or deleting a shipping address from your account.

Add a new address

In the Address Book section of My Account, enter your new address details and click the ‘SAVE’ button. Once saved, you will see your new address listed under ‘Addresses On File’.

Edit an address

Under ‘Addresses On File’, click the ‘Edit’ link on the address you wish to change. Make your changes directly in the fields and click on the ‘SAVE’ button to save your changes.

Delete an address

Under ‘Addresses On File’, click the ‘Delete’ link on the address you wish to remove. The remove link is only available if you have more than 1 saved address.

How safe is my personal information when I become a member?

Our members' safety and privacy are our utmost priority at English Traditions. Members' data will never be sold to or shared with third-party marketers. Please visit our Privacy & Security page for details.

CONTACT US

ONLINE 24/7

  • info@englishtraditions.com
  • Tuesday - Saturday 10:00 AM - 6:00 PM

513.321.4730