Everything you need to know about our upholstered and made-to-order furniture. Can’t find your answer? Reach out and we’ll help.
Made to order
What does made to order mean?
Your piece isn’t sitting in a warehouse. It’s built just for you once you place your order, in the fabric and finish you pick.
Where is it made?
It depends on the piece. Our made-to-order furniture is made in the U.S., in workshops outside Chicago and in New York City. Each product page tells you where that piece is made.
How long will it take?
Each product page lists its lead time in the shipping details. Lead times are estimates, and sometimes pieces are ready early. Since everything is made to order, we can’t rush production, hold an order or promise a specific ship date.
Can I use my own fabric?
Not right now. We choose every fabric and finish ourselves, picking materials that look good, hold up to everyday life and feel right for the season. Think of it as the season’s best, already narrowed down for you. Want to see one up close? Ask for a swatch.
Can I see the fabric first?
Yes. Ask us for swatches before you order, so you can see the color and feel the texture in your own light.
Shipping and delivery
How will it ship?
Most pieces ship by UPS or FedEx. Bigger pieces ship by freight truck, and the product page will say so.
How do I track my order?
You’ll get an email with your order’s status once it’s processed, then another with tracking and delivery details when it ships. You can also check on it anytime under My Account.
Can I pick it up?
No, pickup isn’t available.
Do you ship to Hawaii, Alaska or outside the U.S.?
Contact us before you order and we’ll check.
Can I change my shipping address?
Yes, within one business day of placing your order. Changes after that may cost extra, so reach out as soon as you can.
Will it fit through my door?
Measure your doorways, halls, stairs and elevator before you order, and compare them to the dimensions on the product page. Not sure? Send us your measurements and we’ll take a look.
Returns, cancellations and warranty
Can I return it?
Since every piece is made just for you, made-to-order furniture is final sale and can’t be returned.
Can I cancel my order?
You have 48 hours after placing your order to cancel. Just reach out with your order number. After 48 hours your piece may already be in production, and once it is, it can’t be cancelled.
What if it arrives damaged or wrong?
Take photos and email us with your order number within 7 days of delivery. Keep the packaging until we sort it out.
Is there a warranty?
Yes. Our made-to-order pieces come with a one-year limited warranty that covers defects in how they were made. Normal wear on the fabric isn’t covered.
Care
How do I clean upholstery?
Vacuum often and blot spills right away with a clean, dry cloth. Don’t rub. Check the fabric’s cleaning code before using any cleaner, and test it in a spot no one will see.
How do I keep it looking new?
Fluff and rotate cushions now and then, and keep your piece out of strong direct sun so the fabric doesn’t fade. Full care guides are on the way as part of our Buying Intentionally guides.
