How can I check the status of my order?
Please email us at firstname.lastname@example.org and we will get back to you within one to two business days with your order's status.
Can I change my order?
Select purchases can be modified within 3 days of ordering. Modifications or cancellations need to be made by a Design Stylist; please call us at 608.833.2118 as soon as possible to make any changes to your order.
Please note that not all changes can be accommodated on custom or direct-ship goods.
Made-to-order merchandise and custom pieces are made to your specifications and therefore, once your order is in production, we cannot accept returns, cancellations, or exchanges.
Regular-priced merchandise can be exchanged within 5 days of your purchase receipt or delivery.
All sales on clearance items and floor samples are final.
How do I know if an item is in stock?
We do our best to update our current in-store and available products. All noted "Available In Store" items are available immediately for delivery or pick-up. Some items may be available for purchase but not received by us yet. Receiving an in-stock item usually takes 1-4 weeks. For more information on specific items, please contact a Customer Service Team member by calling 608.833.2118 or email us at email@example.com.
Are prices the same in stores and online?
Yes, pricing is consistent in stores and online; however, we occasionally run independent sales either in-store or online.
Are all of your products available online?
We do our best to represent all of our products online; however, because we stock one-of-a-kind items, limited production pieces, and seasonal selections from a vast number of manufacturers, some items may only be displayed and sold in our brick-and-mortar store.
If I saw an item in store but can’t find it online, how do I place an order?
We're happy to assist with your order. Please visit your local store or call us to speak with a Design Stylist at 608.833.2118.
What is your return/exchange policy?
We require original receipts for all returns and exchanges, no exceptions. All items are subject to inspection to ensure that they are in like-new condition, and so we can determine if a return or exchange will be processed for a store credit.
We refund delivery fees only if a returned item is found to have a manufacturer defect or was damaged in transit. Merchandise exchanged for reasons other than manufacturer defect or damage may be subject to a restocking fee of 20% and shipping costs or delivery pickup fees must be covered by the customer.
Please make sure all furnishings will fit through your interior structures and into the desired space prior to purchasing. We are unable to provide a refund for items that do not fit; however, we can provide a store credit minus the initial delivery fee and/or restocking fee.
For returned merchandise picked up at your home, refunds will be processed once the items have been received and inspected at our warehouse or storefront. Depending on your location, the processing of this refund for credit can take up to 30 days.
Clearance items are sold as-is, and cannot be returned for a refund or exchange. All clearance item sales are final at store locations and online.
If you purchased an item online, you may return it to an in-store location within 5 days for an in-store credit if it is in resalable condition. This store credit does not include shipping costs, which are non-refundable.
What forms of payment do you accept?
We accept cash, VISA, MasterCard, and American Express, and Brown & Beam Gift Cards.
What is the delivery window for custom or special orders?
Custom orders (sofas, sectionals, and chairs) generally take 8 to 10 weeks to manufacture and ship, but in rare cases can take up to 12 weeks.
Special orders that are in stock are generally delivered to our store within 2 to 4 weeks, depending on the manufacturer.
Please confirm the delivery window with our Customer Service Team prior to purchasing if your order is time sensitive.
Please allow additional time for us to deliver the piece to your home. Your Design Stylist will provide you with initial delivery information when an order is placed; however, delivery dates are estimates and cannot be guaranteed. You will be contacted with a date and time for the arrival of your order. Shipping times for online orders depend on the shipping rate you choose at checkout.
I selected "Pick-up" at checkout, what are my next steps?
If your item is "Available In Store", please allow 24 hours for processing and preperation of your item(s). We will contact you when your purchase is ready for inspection and pick-up. Pick-ups must be scheduled within 3 days of us contacting you. This ensures we have the proper staff to assist you. We are unable to assist in loading heavy or oversized items. Items not picked up or scheduled in advance of the 3 day window will be charged a $50 holding fee. Please inquire if you have additional questions.
*All furniture pick-ups are final sale*
My residence won’t be ready for weeks. If I place my order, can you hold my items at your warehouse?
We determine these requests on a case-by-case basis and do our best to accommodate your needs as best we can. Please contact our Customer Service Team at 608.833.2118 for further information.
What happens if a third-party shipping provider delivers my furnishings and I have a problem?
Please call our Customer Service Team while the third-party shipping provider is still at your home. Items cannot be refused and returned to us without authorization from our Customer Service Team. If an item arrives damaged, broken, or missing, it is very important that you document your issue in writing and provide detailed photos to us immediately.
What is a performance fabric?
Performance fabric is a custom upholstery fabric that is stain-resistant, fade-resistant, washable, anti-piling, and mildew-resistant. These properties are not sprayed onto the fabric, but rather designed into the fabric itself. Performance fabric is ideal for customers who'd like a kid-friendly or pet-friendly option for their furnishings.
Do you have a program for Interior Designers?
Yes, we do! If you are a licensed Interior Designer, please email firstname.lastname@example.org for more information and to apply. We require appropriate credentials for approval and access into our program. Click here for an application.
Do you offer in-home design consultations?
We offer complementary in-home design services with purchases of $3500* or more. We charge an upfront $300 fee to schedule your consultation, which includes up to 2-3 hours of services. This upfront fee may be eligible to be credited towards your purchase of $3500* or more.
*Not valid on previous purchases, retroactive or valid on sale or discounted items.
Ask a Design Stylist in our store or email us at email@example.com for more information. You may also fill out an application here.