Orders & Shipping

Your order

After you place an order, we send a confirmation email with the details. Each piece is then prepared by its maker and handed to a courier, and we email you again, with tracking, once it is on its way. Now and then we may check an order with your card issuer before it ships, and if anything about your order needs attention, we will write to you with what we need. We keep any delay as short as we can.

Check your details before you order

Please make sure your items and your shipping address are correct before you check out. Once an order is placed, any change or cancellation can only be made within 24 hours, or before it ships, whichever comes first, so please write to us straight away if something is wrong. After that we are usually unable to change an order, and the simplest course is to place a new one.

Where we ship, and what it costs

We ship to the United States only. Our makers are based both in the US and overseas, so some pieces ship domestically and others ship internationally to you from a maker abroad. Either way, the cost and the delivery time depend on the item and are worked out and shown to you at checkout. Domestic pieces often arrive quickly; pieces coming from an overseas maker, or larger furniture, can take longer, and where that is the case the product page will say so, so the wait is never a surprise.

We and our makers ship with trusted couriers, and deliveries are normally made on business days. We cannot guarantee an exact delivery date, and at busy times, or over local holidays, some orders take longer than the estimate. We will always do our best to keep things moving.

Customs, duties, and taxes

For pieces that ship to you from an overseas maker, any import duties and taxes are included in the shipping price shown at checkout, so the price you see is the price you pay, with nothing extra owed on delivery. Pieces from US makers ship domestically and carry no duties. Applicable US state and local sales tax is calculated separately at checkout based on your delivery address. We ship to United States addresses only, and we cannot undervalue an order or label it as a gift. If a parcel is refused or returned as undeliverable, the cost of return shipping and handling may fall to the customer.

Orders with more than one maker

Because we carry many independent makers, an order with pieces from more than one of them ships in separate parcels, often on different days. Each travels on its own maker's schedule, and you will receive tracking for each parcel as it leaves.

Tracking your order

Once a parcel ships, we email you a tracking link so you can follow it to your door. It can take a little time for tracking to start updating after that. You can also find your orders at any time by signing in to your account.

Delivery

We deliver to the address you give us at checkout, or to a third party at the address you provide, so please make sure it is correct. If a parcel cannot be delivered, or delivery is refused, you may be responsible for the item and for any return shipping and charges, and may not receive a full refund. Once a parcel is marked delivered, responsibility for it passes to you, and we cannot be responsible for it after that point.

Optional delivery services and redirection

Couriers sometimes offer choices at delivery: leaving a parcel without a signature, passing it to a neighbour or a building's reception, holding it at a collection point, or arranging a particular date. If you choose any of these, or redirect a parcel yourself, you take on the risk that comes with it, and we cannot be responsible for any loss or damage that follows. If you need a parcel redirected, write to us and we will pass the request to the courier as quickly as we can.

Need a hand

If anything about your order is unclear, or something has gone wrong, write to us. We answer every message ourselves and will do our best to put it right.