How can I check the status of my order?
Please email us at email@example.com and we will get back to you within 2-3 business days with your order's status.
Can I change my order?
Select purchases and out-of-stock items can be modified for an exchange or re-select within 24 hours of ordering. Modifications need to be made by a Design Stylist; to do so please call us at (608) 212-2818 or email firstname.lastname@example.org.
Please note: changes cannot be accommodated on custom or direct-ship goods after 24 hours.
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 for store credit only.
All sales on clearance items, floor samples, or floor models are final. Final Sale items are non-exchangeable.
How do I know if an item is in stock?
We do our best to update our website with all current in-stock items, but sometimes human errors are made. Items marked "Available In Store, Pick-Up or Local Delivery" are either in our warehouse or in transit to our warehouse and available once they are received at our warehouse. As with all orders, if timelines are important, please inquire prior to purchase to email@example.com.
Some items may be available for purchase but are backordered or on order. If you purchase an item that falls under this category, we'll contact you and give you an estimated date of delivery or arrival to our warehouse within 3 business days. We also may list products on our website that ship directly from the manufacturer; we'll contact you if this applies to your purchase and will provide an estimated date of delivery and tracking number.
For more information on specific items, please call (608) 212-2818 or email firstname.lastname@example.org
Are all of your products available online?
We do our best to represent all of our products online; however, because we stock many one-of-a-kind items, limited production pieces, custom products, and seasonal selections from a large number of manufacturers, some items may only be displayed and sold in our brick-and-mortar stores. Our warehouse showroom has limited inventory compared to our website. Please inquire for specifics on products in-store if necessary. All of our items are eligible for pick-up at our warehouse in Middleton, WI but must be set up in advance.
If I saw an item in-store but can’t find it online, how do I place an order?
We'd be happy to assist with your order, please call us at (608) 212-2818.
What is your return/exchange policy?
We require original receipts for all returns and exchanges, with 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.
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 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 at regular price, you may return it to our Middleton, WI location within 5 days for an in-store credit (if it is in resalable condition) and in the original packaging materials. 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 Brown & Beam Gift Cards. We no longer accept American Express.
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, however timelines could be delayed further due to possible labor and material shortages. Please inquire prior to purchase if necessary.
Special orders that are in stock are generally delivered to our store within 2 to 4 weeks, depending on the manufacturer. Availability and timelines of out-of-stock products (both in-store and online), are determined by each manufacturer's stock levels and are subject to change.
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.
Are "sold out" items available for purchase?
Sometimes, items are sold out and may or may not be available for purchase. We do our best to keep our website current and up to date with availability. "Sold out" items are either on order (30 days or more), are no longer "Available In Store", are out of stock with the manufacturer (over 2 months), or are a custom piece only available for purchase in our brick and mortar store.
Please email email@example.com for more specific information.
I selected "Pick-up" at checkout, what are my next steps?
If your item is "Pick-Up or Local Delivery", please allow 24-48 hours for processing and preparation of your item(s). We will contact you when your purchase is ready to be scheduled for local delivery or pick-up. Pick-ups must be scheduled within the timeframe we coordinate with 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 at our warehouse or scheduled in advance of the 1-week window may be charged a holding fee. Some pick-up variants or quantities might not be in-stock and could require additional time for processing. Please inquire if you have additional questions on an item. Email firstname.lastname@example.org for fastest service.
*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) 212-2818 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, the more photos of the issue the better!
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 an Interior Designer, please email email@example.com for more information and to apply. We require appropriate credentials for approval and access to our program. Click here to read more about the program.
Do you offer in-home design consultations?
We offer complimentary in-home design services with purchases*. We charge an upfront fee to schedule your consultation. This upfront fee may be eligible to be credited towards your purchase*.
*Not valid on sale, discounted, marked-down items, or previous purchases. Some requirements and restrictions may apply.
Email us at firstname.lastname@example.org for more information. You may also fill out an application here.