FAQ

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, through 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 assesses a 7% Damage Protection fee to all rental orders for the coverage of irreparably damaged products. The charge is calculated as a percentage of the rental subtotal (pre-tax and delivery fees) and is added to the overall invoice. Payment of this fee covers 100% of the replacement cost of all damaged linens, and covers 50% of the replacement cost of damaged furniture and accessories (including Interlaces, Chargers, etc) up to a value of $10,000 per calendar year. Nüage Designs reserves the right to refuse coverage to any client whose order is returned with evidence of gross negligence to their rental items. Missing items are not covered by the Damage Protection fee and will be charged at three times (3x) the rental price for linens and ten times (10x) the rental price for furniture. Should a client wish to decline coverage on their orders, please request a Damage Coverage Release Waiver from your account executive. Complete details of this program are outlined in the Nüage Designs Rental Agreement.

If you're unsure which linen will be the best fit for your tables, check out our printable Linen Size Chart, or one of our reps would be glad to personally advise on your specific needs. Just ask!

To revise an existing quote or order, please contact the Account Executive noted on your order invoice paperwork. Additions to an order may be made at any time, but additional charges may apply if expedited shipping is required. Reductions to your order can be accommodated until the Final Date for Changes on your order paperwork, which is three (3) business days prior to shipment or delivery.

A 50% deposit is required at the time of reservation, and all balances must be paid in full three (3) business days prior to your order ship date or scheduled delivery date. This date will coincide with the Final Date for Changes on your order paperwork. We require a valid credit card authorization form on file for all orders, but we also accept ACH/e-check payment through our secure online portal at payments.nuagedesigns.com. Most clients elect to pay their invoice via credit or debit card and we do not charge any processing fees for such payments. Please note that we do not accept checks in the mail, nor are we able to accept payment via PayPal, Zelle, Venmo, or other digital payment service.

Custom Orders are created for each client and require final counts at the time the order is confirmed. 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.

Confirmed orders that are cancelled for any reason within fourteen (14) days of the noted Final Date for Changes on your order are subject to a 10% cancellation fee, provided written notice of cancellation is received at least three (3) days prior to shipment or before the Final Date for Changes noted on your order paperwork. Orders cancelled after the Final Date for Changes on your order are subject to an additional 25% restocking fee, or a total penalty of 35%. Custom items are non-refundable (no exceptions) and will be billed in full. Once shipped, an order is final and may not be cancelled nor will refunds be issued for any unwanted or unused items.

Yes. Once shipped or delivered, an order is considered final. We regret that we are unable to offer refunds or partial credit for unused items.

We welcome orders of all sizes!  Please note that we require a minimum order of (20) napkins with additional napkins provided in sets of (10). We do not have a minimum order requirement for table linens, pillows, chargers, or furniture items.

Shipping fees will vary based on order volume, shipping destination, and delivery speed.  While most orders can be shipped via FedEx Ground, please consult with your account executive regarding any expedited shipping requirements. All shipping costs are itemized on your rental quote for ease of reference.

Your order will arrive on or before the Estimated Delivery Date listed on your contract.

Most orders will arrive via UPS Ground or UPS Express 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 detailed tracking information for each order at the time of shipment. To monitor your delivery status, please track your order at www.ups.com/track.  In the event of unexpected delays in transit, please communicate with your Account Executive as soon as possible so our team can troubleshoot backup options with you. Note that Nuage Designs is not responsible for any weather delays or package mishandling caused by UPS that might prevent the timely arrival of orders.

Place all rental items in the Nüage Designs black duffel bags provided with your order, making sure that the pre-paid UPS Return Labels appear on the exterior of each bag. We will schedule a UPS pick-up for you, but it is your responsibility to make sure that UPS has access to pick up your order on
the "Return Pick Up Date" stipulated on your contract. If you would prefer to drop off your return at a UPS Ship Center, that's great! Simply let your Account Executive know and we will cancel any previously scheduled pickup.

Linens, runners, napkins, and pillows should be placed in the return duffel bags sent with your order. Please be sure your items are free of food, floral, or miscellaneous debris. If your linens are wet, please let us know you'll need extra time for your return and allow the items to air-dry before bagging. Chargers should be free of food debris and must be placed back into the original shipping boxes that were provided for your order.

In the event that you receive any damaged and/or stained linen, please contact your account executive to provide a photo of the damaged item prior to the event. If time and inventory permits, we will provide a replacement item at no cost to you. We regret that reimbursements for damaged items cannot be issued if we are notified after your event date.

If for any reason you use a return label other than the one that Nuage Designs provided or if you have lost our duffle bag, please contact your account executive or reach our office at (305) 573-7840. Note that our return shipping address is:
Nuage Designs
2400 NW 116th Street, Suite 500
Miami, FL  33167
Phone: 1-305-573-7840

Timely returns are paramount to ensure other customers are able to use the inventory they have reserved for their event. Accordingly, you may be subject to an extended rental fee if your order is not returned on time. Should you need additional time to return your order for any reason, please contact your account executive to notify us about the delay as soon as possible. You can also contact our headquarters 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.

You may request full size 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 UPS envelope at a flat rate of $18 per envelope. Simply contact your account executive or use our contact form to submit your swatch request. Remember, please provide your mailing address!