FAQ

Check out our most frequently asked questions below. If you still need help, please contact us here.

Shipping

How long will shipping take?

Delivery times are estimated and can vary based on the specific product you've ordered. You will receive email notifications for each stage of the order process so that you will get the most up-to-date status of your order. 

  • Large Items: Most of our furniture is bespoke and made to order. The general shipping time from production to arrival is between 12-16 weeks. Pre-orders on products already in production or en-route to our warehouse may result in shorter lead time and orders may be ready to ship earlier than expected.
  • Smaller Items: Smaller and in-stock items, such as textiles, decor, tableware, and vases, usually have estimated shipping times ranging from 1-3 weeks after shipping.
  • Handmade Artwork: These custom creations generally take around 2-3 weeks from the order date to completion. For a more precise timeframe, please contact us directly.

Learn more about our by visiting our Shipping & Lead Times.

Do you ship internationally?

We ship within the continental US and to Canada (with shipping surcharge) using a variety of parcel and freight carriers. We are able to ship most items internationally for an additional shipping fee as outlined in the Shipping Options during checkout.

If I order multiple pieces, will they be delivered at the same time?

If you ordered multiple items, they may arrive at different times and in separate packages. Please check the “Estimated Ship Date” for each product as listed on the product detail page. You’ll receive tracking info for each package as your items ship via email.

How do I track my order?

As your items ship, you’ll receive an email notification with tracking info for each package.

Do you offer expedited shipping?

Expedited shipping is available on select items for an additional cost. Contact Us and let us know which product(s) and your deadline.

Will I get a call when the furniture is going to be delivered?

If the item you ordered is small and is being delivered by a standard courier service such as FedEx or DHL, you will not be given advance notice of the exact delivery time. You can always track this shipment online to know when it will reach you.

For larger items like furniture, once the shipment reaches your local area, the delivery service may contact you to arrange a date and time to deliver the product. The available delivery time slots will depend on the local delivery partner. Appointments will be available generally between Monday to Friday 9AM-5PM, but the delivery personnel may be able to accommodate times outside of this slot.

Cancellations & Returns

What is your return policy?

We accept returns on most items within 14 days of delivery.

We cannot accept returns on the following items: outlet, custom orders, made-to-order, fabric swatches, custom artwork/posters, accessories/extra parts, final sale items, and all orders requiring extra customization.

Please check individual product pages for specific return policies. Learn more on our Returns page. 

How can I make a return?

To initiate a return, notify us through the contact form on our Contact Us page, and our team will guide you through the return process.

Can I cancel my order?

Typically, we can always process a cancellation for your order within 24 hours of purchase. Please Contact Us with your cancellation request.

My order arrived damaged. What should I do?

If any concerns are present with your piece(s) upon delivery, please follow the below instructions. Send photos of the concern, the detailed location of the concern, Contact Us within 48 hours. Upon receiving your photos, our Customer Care team will carefully review your concern to determine the most expedient and robust path forward, and will be in touch with next steps. It's vital to adhere to the 48-hour reporting window; failure to do so will regrettably result in the inability to receive a refund.

  • For Parcel Packages (those that ship via UPS, FedEx or DHL): If the shipping carton is visibly damaged from the outside, we ask that you refuse delivery with the shipping provider and email us. Upon approval of the damage claim, we’ll make arrangements to remove the damaged item and if necessary, provide a replacement. We suggest you always be present for delivery. We are not liable for any damages should you elect to waive the signature requirement with the shipping carrier.
  • For Freight Deliveries (Large Furniture Items): For any deliveries via a freight carrier (Curbside, Standard, White Glove, etc.), we ask that you please open and inspect all packages before signing for the package with the delivery carrier. (In most cases, a signature confirms that the product arrived in acceptable condition, waiving rights to a damage claim). If you notice damage after signing for the package, please email us immediately. Please allow 48 hours for our customer service team to process your request and email you.

Promotions

I signed up for your email list. How do I use my discount?

Upon creating an account, you should immediately receive a “Welcome” email from us that includes a unique coupon code. Simply enter this code in the “Promo or Store Credit” section of our shopping cart.

My promo code isn't working. What should I do?

We'd like to ask you to check to see whether or not the coupon has already expired. If not, just chat or Contact Us and we can help you out!

I forgot to enter my promo code before checking out. Can I still apply it?

Yes, we are happy to honor coupons in cases where you forgot to apply it at checkout. We will reimburse for the coupon amount back to your original form of payment. Just chat or Contact Us with the below information:

  • Order Number
  • Coupon Code

Can I use more than one coupon?

Most coupons cannot be combined with other offers, and some are invalid with sale items as well.

Checkout

What payment methods do you accept?

Payment can be made using any major American credit card (Visa, Mastercard, Amex, Discover) or by using PayPal or Shop Payments.

When is my credit card charged?

Your card will be charged in full when you place your order.

Why does it ask me for my phone number?

Phone numbers are used for delivery and order questions only. We do not share any of your personal information with anyone aside from our shipping and delivery partners.

Why does my product have an extra fee?

Certain large or fragile items may have a delivery surcharge, noted once you add the product to your cart. Delivery fees and surcharges vary by product and shipping location.

Where is my receipt?

You should receive an email confirmation to the address provided during checkout immediately upon placing an order. If you registered for an account on our site, you can also access your order history through the My Account section of our website.

If for any reason, you haven’t received an email confirmation, please don’t hesitate to reach out to us.