FAQ

Order Placement

You may contact us by phone at (305) 573-7840 or by email at info@nuagedesigns.com. Our team is available weekdays from 9AM until 5:30PM EST.


Orders can be placed via phone, by email, on our website or during scheduled showroom visits. We encourage showroom visits to be scheduled in advance to ensure a sales representative is available to assist you.

Once we collect information about your event (date, time, location and venue details as well as table sizes, quantities and fabrics selected) we will work up an order for you to review. To confirm an order, clients must sign the contract and make a 50% deposit. Orders are not considered confirmed and will not be held without signed contract, credit card authorization form and deposit.

Nuage Designs offers an optional Damage Protection Plan, which covers damages (such as that caused by mold, candle wax, burns, stains, etc) to rental items on a per-order basis. If clients would like to opt in to the Damage Protection Plan for their order, 4.5% of the rental subtotal (pre-tax and delivery fees) will be added to the overall invoice. The Damage Protection Plan covers up to 50% of the total amount of the rental order in damages. Any damages that exceed 50% of the rental invoice will be charged to the credit card on file. (i.e. For a $1,000 order, a protection fee of $45 (4.5%)  - will cover up to $500 in damage charges). Lost items are not covered by the Damage Protection Plan and will be charged at up to three times the rental price.

Pricing Information

Additions to an order may be made at any time, but additional charges may apply if expedited shipping is required. Reductions or cancellations must be made up to 48 hours prior to your order leaving our warehouse, or your deposit becomes non-refundable.


A 50% deposit is required at the time of reservation and all balances must be paid in full five (5) business days prior to your order leaving our warehouse. All orders require a valid credit card authorization on file.


Custom Orders are created for each client and require final counts at the time the order is placed. While we do check on fabric availability when we work up custom orders, Nuage Designs can NOT hold fabric from suppliers or guarantee availability beyond the date we create your order for these items. Therefore, to assure your product can be made for your event, we require signature and payment in full on these items when placing the order, even if the event date is weeks or months away. At that time the fabric will be purchased and held for you. No refunds or changes can be made to custom orders once confirmed by signature and payment. We encourage 6-8 weeks notice.


Cancellations of custom items are non-refundable. Non-custom orders may be cancelled up to 2 business days prior to your order leaving our warehouse.Cancellations taking place less than 2 business days prior to the shipping or delivery date will be charged a 30% restocking fee.


Yes. We charge for all linens picked-up, delivered or shipped to you.


No order is too small or too big for Nuage Designs.


Shipping charges vary by location, weight and type of service. We normally ship via ground service with FedEx, but can use expedited service or alternative carriers if necessary to meet your needs.

 

Delivery Process

Your order will arrive on or before the receipt date listed on your contract.

Most orders will arrive via FedEx ground service and/or by Nuage Designs owned truck. Other delivery options are available. Please make sure your Ship To location can accept deliveries.

You will receive a tracking number for your order. To obtain delivery status or any other additional information regarding the delivery of your order, you must contact FedEx at 1-800-GO-FEDEX (1-800-463-3339). Please note that Nuage Designs is not responsible for any delays or mishandling caused by UPS or FedEx that might prevent the timely arrival of orders.

Return Process

It is your responsibility to contact FedEx at 1-800-GO-FEDEX (1-800-463-3339) to schedule a pickup for the rental linen. Nuage Designs will provide pre-paid return labels, return duffle bags, and return instructions in the box in which your order is shipped to you. Make sure to have the linen counted, packaged, and sent back using the enclosed prepaid FedEx return label on the first business day following your event. If FedEx does not service your area, you must take the duffel bags to a FedEx store.

Linen is simply placed in the return duffel bags sent with your order. Just be sure it is free of food, floral, or miscellaneous debris. If linens are wet, please air-dry before bagging. This will help to avoid mildew damage. If extra time is needed to dry out damp linens, please contact us immediately at (305) 573-7840.

In the event that you receive any damaged and/or stained linen, please contact us at 305-573-7840 prior to the event. Once the event takes place, reimbursements will not be approved.

If for any reason you use a return label other than the one that Nuage Designs provided, or have lost our duffle bag, you must call the Nuage Designs office at (305) 573-7840. Make sure to use the following Nuage Designs ship-to address:
Nuage Designs
355 NE 71st Street
Miami, FL - 33138
Phone: 1-305-573-7840

You may be subject to an extended rental fee. If there are any delays in returning orders, you must contact the Nuage Designs office at (305) 573-7840.

We prefer to have orders returned to us using the prepaid return label issued to a specific contract, but it is more important that we get our linen back as soon as possible. If necessary, it is acceptable to combine different orders in the same return package.

Fabric Samples

You may linen samples by phone or email. Full-sized sample linens may be ordered at the usual rental prices; shipping and tax will be added to your order at the appropriate rate.

We are happy to offer up to eight fabric swatches at no cost, with each additional style at $1 per swatch. These are shipped via FedEx ground at a flat rate of $15 per envelope.