CUSTOMER SERVICE

WHERE IS THE LOCATION OF YOUR SHOWROOM?

Our showroom in the United States is located at 339 W Manhattan Avenue, Santa Fe, NM 87501.

HOW DO I CONTACT CUSTOMER SERVICE?

The happiness of our customers is extremely important to us. If you have any questions about your order, please reach out to the AIMEE LACALLE Customer Service Team at customerservice@aimeelacalle.com or call 1 (888) 844-9172.

DO YOU HAVE TRADE OFFERINGS?

We’re excited to collaborate with members of the trade, using designs, textiles, and objects to reimagine our world. Trade Partners receive a range of benefits. To learn more about our Trade Partnership and to apply, please visit: www.aimeelacalle.com/trade.

WHERE ARE YOUR PRODUCTS MADE?

Each AIMEE LACALLE product is custom made, custom printed, or custom stitched for the individual who orders it. Textiles and wallpaper are created at our studio in Santa Fe, New Mexico, and tiles are created in San Miguel de Allende—two locations whose heritage and craftsmanship have inspired our collections.

TEXTILE PRODUCT DESCRIPTION AND CARE

WHAT IS THE FABRICATION OF YOUR TEXTILE PRODUCTS?

AIMEE LACALLE sewn products are 100% mediumweight organic cotton. Designed for longevity, this luxurious fabric will become increasingly softer with use.

Fabric by the yard is produced on 100% heavyweight “hopsack” organic cotton with a basketweave texture. Two additional fabric options, linen and mediumweight cotton, are available exclusively to our Trade Partners.

DO CUSTOM PRINTED TEXTILES CONTAIN VARIATIONS?

Although digital textile printing provides more consistency than traditional textile production methods, and we do our very best to maintain color standards, there may be slight variations from one custom production run to the next.

HOW ACCURATE ARE THE FABRIC SWATCHES?

Digital textile printing provides more consistency than traditional textile production methods, and we do our very best to maintain color standards; however, due to variations in the custom printing process, colors may vary slightly between print lots.

HOW DO I CARE FOR MY FABRIC?

We recommend you machine wash before use in cold water using clear mild liquid detergent. Tumble dry on low, and remove promptly.

Please do not use detergent that contains enzymes, detergent formulated for wool, fabric softener, or bleach.

Iron fabric with the printed side down using the standard cotton heat setting. Steam may be used to remove wrinkles. Please note that high temperature settings may cause discoloration.

For more information, visit: www.aimeelacalle.com/fabric-care

WALLPAPER DESCRIPTION AND CARE

HOW DO I CARE FOR MY WALLPAPER?

AIMEE LACALLE wallpaper is prepasted, requiring only water to activate the glue.

Prior to ordering, measure wall to ensure wallpaper will cover desired space. Each individually sold prepasted strip measures 2’ W (60.96 cm) x 12’ H (3.66 m) and covers 24 square feet (2.23 square meters) of wall space. Professional installation is recommended.

Wallpaper can be cleaned with a damp, non-abrasive cloth or sponge. Please avoid cleaning with rough material, which may remove ink from wallpaper.

TILE DESCRIPTION AND CARE

WILL MY TILES MATCH OTHER PRODUCT OFFERINGS?

Tile colors have been selected to coordinate with existing AIMEE LACALLE designs. However, slight variations in color may occur within AIMEE LACALLE motifs translated across product categories.

HOW DURABLE ARE CERAMIC TILES, AND WHERE CAN THEY BE USED?

Ceramic tiles are an excellent alternative to cement or porcelain tiles. Our ceramic tiles are created through a process called dry pressing, which results in increased uniformity and durability due to low water absorption and high density, making our tiles appropriate for increased applications when compared to other ceramic tiles. Dry pressing condenses the tile and creates an exact cut, resulting in regularity across height and joint spacing.

Thanks to this uniformity and durability, our tiles are ideal for use in flooring, walls, kitchens, bathrooms, and more. However, please note that tile is not suitable for outdoor installation where freezing temperatures occur.

DO CUSTOM CERAMIC TILES CONTAIN VARIATION?

AIMEE LACALLE tiles are created using a production process that results in uniformity across size, color, and installation.

Please note that within some installation environments it is possible that the glazed surface of the tile may appear to crackle. While this is rare, it is a natural occurrence called crazing, which is due to tensile stresses produced by temperature fluctuation, causing expansion and contraction of the tile body or setting bed.

HOW DO I INSTALL AND CARE FOR MY TILES?

Professional installation, following TCNA-approved ceramic glazed tile method, is recommended. Grout joint or tile spacing should be no less than 2mm. We suggest spacing between 2 and 3mm. No sealer or polishing should be needed, but please rely on the advice of your professional installer. Please note that tile is not suitable for outdoor installation where freezing temperatures occur.

A blue compass dot has been added to help orient repeat print on tiles. The blue dot indicates the top center orientation of the tile. To view and download our printable tile installation guide, visit  https://www.aimeelacalle.com/tile-installation.

ORDERING

HOW LONG WILL IT TAKE FOR MY CUSTOM ORDER TO ARRIVE?

Each AIMEE LACALLE order is custom made, custom printed, or custom stitched for the individual who orders it. Our AIMEE LACALLE design team is dedicated to providing our customers with high quality, artfully crafted items that are worth the wait! Please allow between 2 to 4 weeks for custom orders to be processed prior to shipping, and 1 to 5 business days for your order to arrive, based on the distance to the destination. Once your custom order has shipped, you will be notified via email with shipping information.

DO YOU OFFER EXPEDITED PROCESSING?

For those who would like to receive their AIMEE LACALLE order sooner, we offer three options: expedited processing, expedited shipping, and a combination of the two. Please note that we do not offer expedited processing or shipping on tile.

Expedited processing ensures that all orders, excluding tile, will be processed within 1 to 2 weeks prior to shipping. Expedited processing is available on orders with a $200 minimum. Total expedited processing costs will be calculated at checkout.

Please note that while we do our very best to meet every request, expedited orders will be queued based on the order of requests received. We cannot guarantee arrival times, but we can expedite your order processing to increase the speed of production.

If you are interested in expediting your order, please speak with Customer Service for an update on the estimated timeframe we can offer.

WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept Visa, MasterCard, American Express, and, for online orders only, PayPal.

WHAT IS YOUR CANCELLATION POLICY?

Your full payment will be processed when the order is placed. If an item you receive is flawed or damaged, it may be refunded or returned. Please see our full policy below.

WHAT IS YOUR RETURN POLICY?

The happiness of our customers is extremely important to us. Each AIMEE LACALLE order is custom made, custom printed, or custom stitched for the individual who orders it, which means that we cannot restock and resell material or product. The customer is responsible for checking all items for color, yardage, and defects before cutting or processing. Responsibility for this inspection will not be waived, even when the merchandise is shipped to a third party or workroom.

WHAT IF MY CUSTOM ORDER IS DAMAGED OR FLAWED?

If you receive a flawed or damaged order, we are always willing to offer a replacement or refund. Prior to returning merchandise, please contact Customer Service for a return authorization number, which is required for all returns. Shipping instructions for approved return merchandise will be provided by Customer Service.

SHIPPING

DO YOU SHIP INTERNATIONALLY?

AIMEE LACALLE is pleased to offer international shipping to any destination worldwide (outside of the continental United States). Our Customer Service team is standing by to assist you with bringing your order home or delivering it to loved ones anywhere around the globe. AIMEE LACALLE packages are shipped via Federal Express International Shipping Service for a flat rate of $80 USD per box. The number of boxes will be calculated at time of checkout.

Please note that shipments outside the United States may be subject to import duties and taxes, which are the sole responsibility of the recipient. Please contact your respective customs office for further information about specific duties and taxes for your country. In addition, we are required by law to disclose the full value of package contents and cannot alter the value of your invoice or receipt.

WHAT ARE YOUR DOMESTIC SHIPPING COSTS?

AIMEE LACALLE sewn products (bedroom and table) ship FREE within the continental United States. Shipping costs for all other items will be calculated at checkout.

HOW LONG WILL IT TAKE FOR MY SHIPPED ORDER TO ARRIVE?

Items will ship standard ground service (usually Federal Express) to arrive 3 to 5 business days after the item ships out. We do our best to meet the estimated shipping times.

Should unforeseen circumstances result in a shipping delay, AIMEE LACALLE will email you with an updated shipping status. If you have any questions about your AIMEE LACALLE order, please contact us at customerservice@aimeelacalle.com or call 1 (888) 844-9172.

DO YOU OFFER EXPEDITED SHIPPING?

For those who would like to receive their AIMEE LACALLE order sooner, we offer three options: expedited processing, expedited shipping, and a combination of the two. Please note that we do not offer expedited processing or shipping on tile.

EXPEDITED SHIPPING:
Expedited shipping ensures that your product, excluding tile, will arrive within 1 to 2 business days, based on the distance to the destination. Total expedited shipping costs will be calculated at checkout. Sewn products (bedroom and table) ship FREE within the continental United States, even if expedited.

If you are interested in expediting your international shipment, please speak with Customer Service for an update on the estimated timeframe we can offer.

EXPEDITED PROCESSING:
For more information, see “Ordering: Do you offer expedited processing?” above.

EXPEDITED PROCESSING AND SHIPPING:
Expedited processing and shipping is available on orders with a $200 minimum. Total expedited shipping cost will be calculated at checkout.

Please note that while we do our very best to meet every request, expedited processing and shipping orders will be queued based on order of requests received, and thus we cannot guarantee arrival times.

If you are interested in expediting the processing and shipping of your order, please speak with Customer Service for an update on the estimated timeframe we can offer.

CAN I SHIP TO A P.O. BOX?

At this time, we are unable to ship to P.O. boxes.