Orders & Delivery
Upon placing an order with us you should have received order confirmation email containing the order details. If it’s backorder or custom order, we will get in touch with you to confirm the order.
Ensure to check your spam, junk or promotion folders as sometimes they may appear there. Please also make sure to add us to the safe senders list to receive our future updates.
Whether your order is a in-stock purchase or a custom order our system provides updates on your order as it move along our production and logistics chain.
Standard Shipping
- US and Canadian standard shipments have an estimated 3-10 working days in transit. Standard Shipping includes a delivery to the threshold, described as the “first dry area or garage” or lobby/service area of a high-rise building unless shipped with UPS or a small parcel carrier for which a signature will be required upon delivery. Please note that stairs to the front door or first dry area are not included with this delivery service
Custom orders are made from scratch at our exclusive production facilities with an all-encompassing lead time of 6-10 weeks. We will send an email to confirm the details after you place the order.
When you place an your order with us, your confirmation email will contain the lead time. As soon as your order has been shipped you will also receive a shipment notification email that will contain tracking information with an ETA for delivery. If you have not received these emails to your inbox you may need to check your spam or promotions folder.
You can also log into your account and view the “my orders” page to check your order status.
If your delivery date has passed and you have not received your order; you can log into your account and you will find a tracking message with all the contact information for the freight company, this is also emailed to you as soon as your shipment is released. To further inquire about a shipment you can reach out to the freight company and to request a status update.
Please look through all of the packaging to ensure all items are accounted for. Smaller items such as legs or hardware are typically included inside the product packaging. If a part of your order was not delivered please contact us by connecting with us on our Live Chat or visit our Contact Us page to complete the contact form.
Firstly, we’d like to apologize. We work hard with our factories, warehouses and logistic companies to reduce lead times and avoid delays, which we let you know about as and when they arise.
If you’ve been waiting longer than you should have and you haven’t heard from us, please log in and go to ‘Orders’ to get the most up to date information on the whereabouts of your products or connect with us on our Live Chat or visit our Contact Us page to complete the contact form.
We use specialist third party companies to deliver your products to you as efficiently as possible. In rare cases they might experience a few hiccups or communication issues. The problem is most likely due to IT tracking issues, or there is a mix up at their local sorting facility.
We highly recommend to call our our freight carrier using the information included in your tracking update email to locate your order, they will be able to help with any re-deliveries that may need to be done as well. Please have your tracking number ready when contacting them.
When the local delivery agent receives your order, they will call you to schedule the delivery. Typically, the driver will also call the day of delivery to alert you they are on their way.
If your order was shipped via small parcel courier ( UPS, FEDEX ) you will not be called for a delivery date. Please track your order online to ensure that you are available to receive the delivery.
If you need to change your delivery address please visit our Contact Us page to notify us as soon as possible. You can do this at any time up until 24 hours before we dispatch your item(s). If your items have already been dispatched, changing your delivery address may not be possible or there may be a charge for arranging redelivery.
Returns & Cancellation
Please visit our Returns, Refunds & Claims page here for full details on our Return Policy.
Cancellation – Unshipped
You can cancel your order for a full refund before the order is set up for shipment. Please note that this does not apply to Custom Orders.
Cancellation – Shipped
You can cancel your order once it has been set up for shipment, however please be aware that the costs of both outbound and return shipping will be reduced from your refund amount. Please note that this does not apply to Custom Orders.
Cancellation – Custom Orders
Once a custom order has entered production and moved to ‘In Production’ status all costs of production have been incurred and therefore a cancellation is no longer possible and balance paid cannot be refunded.
Cancellation Process
We DO need a written request when you decide to cancel your order. Please write an email to [email protected] with your order number, the items you want to cancel and any other details about the cancellation to start the process. We will get back to you within 1 working days.
If a cancelled order contains a voucher, this voucher is considered void and will not be reinstated. If an order is cancelled from which a voucher was generated, the refund amount will be adjusted accordingly.
If you have already received your order please refer to our Return Policy above as a cancellation is not longer available.
Product Issue & Care
We are proud to stand behind the quality of the products we sell. While cases are rare, damages and defects do happen once in a while so we encourage you to inspect your item(s) upon delivery. Please visit our Returns, Refunds & Claims page here to see full details on our Damaged or Defective Items policy.
If you have received the wrong item please file a claim by logging into your account and select Claims. Select Create a New Claim to complete the web form.
Not to worry, our factory may have hidden them away to protect the finished product in transit. Please ensure to check all packaging before disposing. If you are still unable to locate the missing parts please contact us immediately.
To report a damaged product please log into your account and select Claims. Select Create a New Claim to complete the web form.
You can visit our Returns, Refunds & Claims page here for full details on Damaged or Defective Items.
Best practice for any piece of furniture takes a general precaution towards unusual environments. As such, we recommend avoiding exposure to direct sunlight, heat or humidity to prevent fading and cracking. Surfaces should be covered when possible to prevent obvious damage. Use coasters and mats under glasses and hot dishes. Please be aware that heavily dyed fabric, like dark wash denim, can transfer to your furniture and cause discoloration.
Trade, Affiliate & Designers
We’d love to hear from you, please visit our Trade page here to learn more on opening a B2B trade account!
Yes, the trade discount applies to sale and clearance items as well.
Simply fill the online form with your details at our affiliate program and our team will review and get back to you with the outcome and rate.