FAQs

Contact Us

Shipping & Returns

Terms & Conditions

Privacy Policy

Orders & Shipments

Q: How long will it take for my pieces to arrive?
A: It completely depends on the product!  We work to ship our standard, in stock orders within two business days of your order.  Custom pieces will take between 8-12 weeks.  

Q: How do you calculate your shipping and handling charges?
A:  We base our shipping rates on the total price of the products in your cart.  Freight and handling fees are only added on products that require a special packaging.  We work to include rates that closely reflect those we receive from our shipping partners.  This helps ensure that your pieces arrive in your home to your highest standards.  

Q: Do you ship outside of the United States?
A:  At this time we are able to ship within the U.S and Canada.

Q: What shipping carriers and/or delivery services does Brooke & Lou use?
A: We ship most orders via Fedex, UPS and USPS.  Our furniture orders are are delivered with a white glove service that will unpack and place the piece in the room of your choice.  This service also includes a call prior to delivery.  

Q: Where can I find details about shipping and returns?
A: Detailed information about shipping can be found on our Shipping & Returns page. 

Q: How will I know that Brooke & Lou received my order?
A:  Upon order completion, you will receive a confirmation email from us that includes your order number and details about how to contact us if you have any questions!

Q: Will I receive all of the pieces in my order at the same time?
A:  It really depends on what you order!  Many of our pieces come directly from a manufacturer.  When items come from our warehouse we work to ship orders out within two business days of your order.

Products  

Q: What if I have questions about one of your pieces?
A: We'd love to hear from you!  You can contact the Brooke & Lou team at hello@brookeandlou.com

Q: Will you get any of your out-of-stock pieces back in stock?
A:  That depends on what it is!  Our collected items are typically one-of-a-kind so sadly once they're gone, they're gone.  Other accessories, furniture, rugs, and wallpaper are more likely to come back in stock.  If you love a product; tell us!  We'd love to hear about it.  

Payments

Q: Is my credit card information secure?
A: Yes, all credit card information is encrypted during transmission and storage to ensure your data is secure.

Q: Will my order include sales tax?
A:  Tax and freight will be indicated in your cart. 

Q: What types of credit cards to you accept?
A:  We accept American Express, Visa and Master Card.  

So how do I keep all of this clean?

At Brooke & Lou we care a lot about you being able to keep your new items looking and feeling fresh.  If you have questions beyond what is included below let us know!  

Rugs:  Wool blend rugs are easy to maintain.  Spot clean with either Woolite or Greenworks liquid spray.  Other cleaning sprays without bleach will also work.  For all hand knotted 100% wool rugs, we recommend using a vacuum with suction only to gently clean 2-4 times a month.  Spot clean as needed with a damp cloth.  Avoid soap or cleaning products as they could damage or fade the rug.  For larger stains, we recommend sending to a professional rug cleaner. 

Slipcovers:  Crypton slipcovers should be machine washed only.   

Upholstered Furniture:  To prevent overall soil, frequent vacuuming or light brushing to remove dust and grime is recommended. Spot clean, using a mild water free solvent or dry cleaning product. Clean only in a well-ventilated room and avoid any product containing Carbon Tetrachloride or other toxic materials. Pretest a small area before proceeding. Cleaning by a professional furniture cleaning service only is recommended.

Wallpaper: Wipe clean with a damp cloth.

Pillows:  Fabric can be spot treated. Use mild soap and cold water. Test on small spot first. Treat stain from back side when possible. For machine washing, wash in cold on gentle cycle with mild soap. Do not use bleach. Can be dry cleaned. Do not iron. Can steam to get wrinkles out.

  

We’re here to help!

Questions about your order? Need a second opinion on one of our pieces? Want to give us your thoughts about how we can improve? Get in touch by sending us an email.

___________________

ORDER INQUIRIES.  INCLUDING SHIPPING AND RETURNS:
help@brookeandlou.com
1.888.212.0596

B&L DESIGNER TRADE INQUIRIES:
trade@brookeandlou.com

PRESS INQUIRIES:
pr@brookeandlou.com

ALL OTHER INQUIRIES:
hello@brookeandlou.com

TO LEARN MORE ABOUT OUR DESIGN SERVICES FIND US HERE:
www.briahammelinteriors.com

_____________________

HEADQUARTERS:
Brooke and Lou, LLC
750 Main Street Suite 214
Mendota Heights, MN 55118

Here are Brooke & Lou, we stand behind our products 100%.  We are confident in the partners we have in the marketplace and work hard to make sure our products are of the highest quality.  It's important to us that you, as customers, feel the same about what you've chosen to have in your home.  Our pieces are inspected prior to shipment, however if you do notice damages please let us know within 48 hours of receipt and our team will work on a replacement.    

Shipping Information: For in-stock items, our warehouse works to ship orders out within 7-10 business days.  For custom pieces and hand knotted rugs, we ship between 8-14 weeks. 

PO Boxes & APO Boxes:  Unfortunately, we do not currently ship to PO or APO Boxes. All orders must be shipped to a physical address.

RETURNS

Due to the nature of our collection—handpicked, custom and truly unique pieces—we unfortunately do not accept returns for most of our products. For any concerns, please visit our Contact Us page to get in touch with the Brooke & Lou team. 

At this time, we do not accept returns for:

  • Furniture
  • Items from our “Collected” section
  • Rugs
  • Artwork
  • Wallpaper

For Pillows and Accessories, please return within 30 days of purchase by contacting our customer service at help@brookeandlou.com.  

How to Return Merchandise:  To return accessories please contact us at help@brookeandlou.com  

 

CANCELLATIONS

Unfortunately we are unable to accept cancellations once an order is submitted to our fulfillment center.  If you have any questions please contact us at help@brookeandlou.com

 

EXCHANGES

We unfortunately do not offer product exchanges at this time.

LAST UPDATED: July 25, 2018

 

OVERVIEW

This website is operated by Brooke and Lou, LLC (“Brooke & Lou”). Throughout the site, the terms “we”, “us” and “our” refer to Brooke & Lou. Brooke & Lou offers this website, brookeandlou.com (our “Site”), including all information, tools and services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies and notices stated here.

By visiting our site and/or purchasing something from us, you engage in our “Service” and agree to be bound by the following terms and conditions (“Terms of Service”, “Terms”), including those additional terms and conditions and policies referenced herein and/or available by hyperlink. These Terms of Service apply to all users of our Site, including without limitation users who are browsers, vendors, customers, merchants, and/or contributors of content.

Please read these Terms of Service carefully before accessing or using our Site. By accessing or using any part of our Site, you agree to be bound by these Terms of Service. If you do not agree to all the terms and conditions of this agreement, then you may not access our Site or use any services. If these Terms of Service are considered an offer, acceptance is expressly limited to these Terms of Service.

Any new features or tools which are added to the current store shall also be subject to the Terms of Service. You can review the most current version of the Terms of Service at any time on this page. We reserve the right to update, change or replace any part of these Terms of Service by posting updates and/or changes to our Site. It is your responsibility to check this page periodically for changes. Your continued use of or access to our Site following the posting of any changes constitutes acceptance of those changes.

Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products to you.

 

SECTION 1: ONLINE STORE TERMS

By agreeing to these Terms of Service, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site.

You may not use our products for any illegal or unauthorized purpose nor may you, in the use of the Service, violate any laws in your jurisdiction (including but not limited to copyright laws).

You must not transmit any worms or viruses or any code of a destructive nature.

A breach or violation of any of the Terms will result in an immediate termination of your Services.

 

SECTION 2: GENERAL CONDITIONS

We reserve the right to refuse service to anyone for any reason at any time.

You understand that your content (not including credit card information), may be transferred unencrypted and involve (a) transmissions over various networks; and (b) changes to conform and adapt to technical requirements of connecting networks or devices. Credit card information is always encrypted during transfer over networks.

You agree not to reproduce, duplicate, copy, sell, resell or exploit any portion of the Service, use of the Service, or access to the Service or any contact on our Site through which the service is provided, without express written permission by us.

The headings used in this agreement are included for convenience only and will not limit or otherwise affect these Terms.

 

SECTION 3: ACCURACY, COMPLETENESS AND TIMELINESS OF INFORMATION

We are not responsible if information made available on this site is not accurate, complete or current. The material on this site is provided for general information only and should not be relied upon or used as the sole basis for making decisions without consulting primary, more accurate, more complete or more timely sources of information. Any reliance on the material on this site is at your own risk.

This site may contain certain historical information. Historical information, necessarily, is not current and is provided for your reference only. We reserve the right to modify the contents of this site at any time, but we have no obligation to update any information on our site. You agree that it is your responsibility to monitor changes to our site.

 

SECTION 4: MODIFICATIONS TO THE SERVICE AND PRICES

Prices for our products are subject to change without notice.

We reserve the right at any time to modify or discontinue the Service (or any part or content thereof) without notice at any time.

We shall not be liable to you or to any third-party for any modification, price change, suspension or discontinuance of the Service.

 

SECTION 5: PRODUCTS INFORMATION

Certain products may be available exclusively online through our Site. These products may have limited quantities and are subject to return or exchange only according to our Return Policy.

We have made every effort to display as accurately as possible the colors and images of our products that appear at the store. We cannot guarantee that your computer monitor's display of any color will be accurate.

We reserve the right, but are not obligated, to limit the sales of our products or Services to any person, geographic region or jurisdiction. We may exercise this right on a case-by-case basis. We reserve the right to limit the quantities of any products or services that we offer. All descriptions of products or product pricing are subject to change at any time without notice, at the sole discretion of us. We reserve the right to discontinue any product at any time. Any offer for any product or service made on this site is void where prohibited.

We do not warrant that the quality of any products, information, or other material purchased or obtained by you will meet your expectations, or that any errors in the Service will be corrected.

 

SECTION 6: ACCURACY OF BILLING AND ACCOUNT INFORMATION

We reserve the right to refuse any order you place with us. We may, in our sole discretion, limit or cancel quantities purchased per person, per household or per order. These restrictions may include orders placed by or under the same customer account, the same credit card, and/or orders that use the same billing and/or shipping address. In the event that we make a change to or cancel an order, we may attempt to notify you by contacting the e-mail, billing address or phone number provided at the time the order was made. We reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers or distributors.

You agree to provide current, complete and accurate purchase and account information for all purchases made at our store. You agree to promptly update your account and other information, including your email address and credit card numbers and expiration dates, so that we can complete your transactions and contact you as needed.

For more detail, please review our Returns Policy.

 

SECTION 8: THIRD-PARTY LINKS

Certain content, products and services available via our Service may include materials from third-parties.

Third-party links on this site may direct you to third-party websites that are not affiliated with us. We are not responsible for examining or evaluating the content or accuracy and we do not warrant and will not have any liability or responsibility for any third-party materials or websites, or for any other materials, products, or services of third-parties.

We are not liable for any harm or damages related to the purchase or use of goods, services, resources, content, or any other transactions made in connection with any third-party websites. Please review carefully the third-party's policies and practices and make sure you understand them before you engage in any transaction. Complaints, claims, concerns, or questions regarding third-party products should be directed to the third-party.

 

SECTION 9: USER COMMENTS, FEEDBACK AND OTHER SUBMISSIONS

If, at our request, you send certain specific submissions (for example contest entries) or without a request from us you send creative ideas, suggestions, proposals, plans, or other materials, whether online, by email, by postal mail, or otherwise (collectively, 'comments'), you agree that we may, at any time, without restriction, edit, copy, publish, distribute, translate and otherwise use in any medium any comments that you forward to us. We are and shall be under no obligation (1) to maintain any comments in confidence; (2) to pay compensation for any comments; or (3) to respond to any comments.

We may, but have no obligation to, monitor, edit or remove content that we determine in our sole discretion are unlawful, offensive, threatening, libelous, defamatory, pornographic, obscene or otherwise objectionable or violates any party’s intellectual property or these Terms of Service.

You agree that your comments will not violate any right of any third-party, including copyright, trademark, privacy, personality or other personal or proprietary right. You further agree that your comments will not contain libelous or otherwise unlawful, abusive or obscene material, or contain any computer virus or other malware that could in any way affect the operation of the Service or any related website. You may not use a false e-mail address, pretend to be someone other than yourself, or otherwise mislead us or third-parties as to the origin of any comments. You are solely responsible for any comments you make and their accuracy. We take no responsibility and assume no liability for any comments posted by you or any third-party.

 

SECTION 10: PERSONAL INFORMATION

Your submission of personal information through the store is governed by our Privacy Policy. Click here to view our Privacy Policy.

 

SECTION 11: ERRORS, INACCURACIES AND OMISSIONS

Occasionally there may be information on our Site or in the Service that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times and availability. We reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders if any information in the Service or on any related website is inaccurate at any time without prior notice (including after you have submitted your order).

We undertake no obligation to update, amend or clarify information in the Service or on any related website, including without limitation, pricing information, except as required by law. No specified update or refresh date applied in the Service or on any related website, should be taken to indicate that all information in the Service or on any related website has been modified or updated.

 

SECTION 12: PROHIBITED USES

In addition to other prohibitions as set forth in the Terms of Service, you are prohibited from using the site or its content: (a) for any unlawful purpose; (b) to solicit others to perform or participate in any unlawful acts; (c) to violate any international, federal, provincial or state regulations, rules, laws, or local ordinances; (d) to infringe upon or violate our intellectual property rights or the intellectual property rights of others; (e) to harass, abuse, insult, harm, defame, slander, disparage, intimidate, or discriminate based on gender, sexual orientation, religion, ethnicity, race, age, national origin, or disability; (f) to submit false or misleading information; (g) to upload or transmit viruses or any other type of malicious code that will or may be used in any way that will affect the functionality or operation of the Service or of any related website, other websites, or the Internet; (h) to collect or track the personal information of others; (i) to spam, phish, pharm, pretext, spider, crawl, or scrape; (j) for any obscene or immoral purpose; or (k) to interfere with or circumvent the security features of the Service or any related website, other websites, or the Internet. We reserve the right to terminate your use of the Service or any related website for violating any of the prohibited uses.

 

SECTION 13: DISCLAIMER OF WARRANTIES; LIMITATION OF LIABILITY

We do not guarantee, represent or warrant that your use of our Service will be uninterrupted, timely, secure or error-free.

We do not warrant that the results that may be obtained from the use of the Service will be accurate or reliable.

You agree that from time to time we may remove the Service for indefinite periods of time or cancel the service at any time, without notice to you.

You expressly agree that your use of, or inability to use, the Service is at your sole risk. The Service and all products and services delivered to you through the service are (except as expressly stated by us) provided 'as is' and 'as available' for your use, without any representation, warranties or conditions of any kind, either express or implied, including all implied warranties or conditions of merchantability, merchantable quality, fitness for a particular purpose, durability, title, and non-infringement.

In no case shall Brooke & Lou, our directors, officers, employees, affiliates, agents, contractors, interns, suppliers, service providers or licensors be liable for any injury, loss, claim, or any direct, indirect, incidental, punitive, special, or consequential damages of any kind, including, without limitation lost profits, lost revenue, lost savings, loss of data, replacement costs, or any similar damages, whether based in contract, tort (including negligence), strict liability or otherwise, arising from your use of any of the service or any products procured using the service, or for any other claim related in any way to your use of the service or any product, including, but not limited to, any errors or omissions in any content, or any loss or damage of any kind incurred as a result of the use of the service or any content (or product) posted, transmitted, or otherwise made available via the service, even if advised of their possibility. Because some states or jurisdictions do not allow the exclusion or the limitation of liability for consequential or incidental damages, in such states or jurisdictions, our liability shall be limited to the maximum extent permitted by law.

 

SECTION 14: INDEMNIFICATION

You agree to indemnify, defend and hold harmless Brooke & Lou and our parent, subsidiaries, affiliates, partners, officers, directors, agents, contractors, licensors, service providers, subcontractors, suppliers, interns and employees, harmless from any claim or demand, including reasonable attorneys’ fees, made by any third-party due to or arising out of your breach of these Terms of Service or the documents they incorporate by reference, or your violation of any law or the rights of a third-party.

 

SECTION 15: SEVERABILITY

In the event that any provision of these Terms of Service is determined to be unlawful, void or unenforceable, such provision shall nonetheless be enforceable to the fullest extent permitted by applicable law, and the unenforceable portion shall be deemed to be severed from these Terms of Service, such determination shall not affect the validity and enforceability of any other remaining provisions.

 

SECTION 16: TERMINATION

The obligations and liabilities of the parties incurred prior to the termination date shall survive the termination of this agreement for all purposes.

These Terms of Service are effective unless and until terminated by either you or us. You may terminate these Terms of Service at any time by notifying us that you no longer wish to use our Services, or when you cease using our site.

If in our sole judgment you fail, or we suspect that you have failed, to comply with any term or provision of these Terms of Service, we also may terminate this agreement at any time without notice and you will remain liable for all amounts due up to and including the date of termination; and/or accordingly may deny you access to our Services (or any part thereof).

 

SECTION 17: ENTIRE AGREEMENT

The failure of us to exercise or enforce any right or provision of these Terms of Service shall not constitute a waiver of such right or provision.

These Terms of Service and any policies or operating rules posted by us on this site or in respect to The Service constitutes the entire agreement and understanding between you and us and govern your use of the Service, superseding any prior or contemporaneous agreements, communications and proposals, whether oral or written, between you and us (including, but not limited to, any prior versions of the Terms of Service).

Any ambiguities in the interpretation of these Terms of Service shall not be construed against the drafting party.

 

SECTION 18: GOVERNING LAW

These Terms of Service and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the laws of the state of Minnesota.

 

SECTION 19: CHANGES TO TERMS OF SERVICE

You can review the most current version of the Terms of Service at any time at this page.

We reserve the right, at our sole discretion, to update, change or replace any part of these Terms of Service by posting updates and changes to our Site. It is your responsibility to check our Site periodically for changes. Your continued use of or access to our website or the Service following the posting of any changes to these Terms of Service constitutes acceptance of those changes.

 

SECTION 20: CONTACT INFORMATION

For any questions about our Terms of Service, please reach out to the Brooke & Lou team via our Contact Us page.

 

 

 

This Privacy Policy describes how your personal information is collected, used and shared when you visit or make a purchase from brookeandlou.com (our “Site”).

PERSONAL INFORMATION WE COLLECT
When you visit our Site, we automatically collect certain information about your device, including information about your web browser, IP address, time zone and some of the cookies that are installed on your device. Additionally, as you browse our Site, we collect information about the individual web pages or products that you view, what websites or search terms referred you to our Site and information about how you interact with our Site. We refer to this automatically-collected information as “Device Information.”

We collect Device Information using the following technologies:

* Cookies - data files that are placed on your device or computer and often include an anonymous unique identifier. For more information about cookies, and how to disable cookies, visit http://www.allaboutcookies.org.

* Log files track actions occurring on our Site, and collect data including your IP address, browser type, Internet service provider, referring/exit pages, and date/time stamps.

* Web beacons, tags, and pixels are electronic files used to record information about how you browse our site.

Additionally, when you make a purchase or attempt to make a purchase through our Site, we collect certain information from you, including your name, billing address, shipping address, payment information (including credit card numbers), email address, and phone number. We refer to this information as “Order Information.” 

When we talk about “Personal Information” in this Privacy Policy, we are talking both about Device Information and Order Information.

HOW DO WE USE YOUR PERSONAL INFORMATION?
We use the Order Information that we collect generally to fulfill any orders placed through our Site (including processing your payment information, arranging for shipping, and providing you with invoices and/or order confirmations).

Additionally, we use this Order Information to communicate with you when necessary, screen our orders for potential risk of fraud, and provide you with information or advertising relating to our products or services (only when in line with the preferences you have shared with us). 

We use the Device Information that we collect to help us screen for potential risk and fraud (in particular, your IP address), to improve and optimize our Site (for example, by generating analytics about how our customers browse and interact with our site, and to assess the success of our marketing and advertising campaigns), as well as additional advertising sand retargeting efforts.  

SHARING YOUR PERSONAL INFORMATION
We share your Personal Information with third parties to help us use your Personal Information, as described above. For example, we use Shopify to power our online store—you can read more about how Shopify uses your Personal Information here: https://www.shopify.com/legal/privacy.

We also use Google Analytics to help us understand how our customers use our Site--you can read more about how Google uses your Personal Information here: https://www.google.com/intl/en/policies/privacy/. You can also opt-out of Google Analytics here: https://tools.google.com/dlpage/gaoptout. [[DELETE THIS SECTION IF NOT APPLICABLE]]

Finally, we may also share your Personal Information to comply with applicable laws and regulations, to respond to a subpoena, search warrant or other lawful request for information we receive, or to otherwise protect our rights.

DO NOT TRACK:  Please note that we do not alter our Site’s data collection and use practices when we see a Do Not Track signal from your browser.

DATA RETENTION: When you place an order through our Site, we will maintain your Order Information for our records unless and until you ask us to delete this information.

AGE OF CONSENT: By using our Site, you represent that you are at least the age of majority in your state of residence, or that you are the age of majority in your state of residence and you have given us your consent to allow any of your minor dependents to use our Site.

CHANGES: We may update this privacy policy from time to time in order to reflect, for example, changes to our practices or for other operational, legal or regulatory reasons.

CONTACT US: For more information about our privacy practices, please get in touch by visiting our Contact Us page.  

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