SHOP POLICIES & RETURNS

No. 1 What’s Different About The HWD Shop?

Our shop is a portal for to-the-trade pieces, shipped directly to you from the manufacturer! Typically to-the-trade pieces are purchased exclusively by trade professionals and shipped only to commercial warehouses with loading docks, and then delivered by the designer to the client. We are so excited to be able to offer our furniture and décor on our website to everyone, and it’s shipped directly to you! You can now shop our favorite pieces that you see in our clients homes, one at a time, without having to commit to the entire design process! Build your cart at your own pace, purchase stunning pieces for your home, and enjoy seeing the beautiful home you’ve created! Please contact us if you’re interested in having us create custom mood boards for your home with purchase links for the entire room within your desired budget!

No. 2 Who Is Sidedoor?

SideDoor is our partner that secures and fulfills your order, and handles our logistics and customer service. Their team is amazing! SideDoor customer support can be contacted for any questions or concerns about delivery and/or damages.

No. 3 What Is Your Return/Cancellation Policy?

We are not able to take returns, cancellations, or exchanges, as items are shipped directly from the manufacturer. Therefore, all sales are final unless product(s) is damaged in transit. Inspect all items immediately upon delivery. If a product is damaged, take photographs of the packaging and product and contact SideDoor customer service. The SideDoor team will arrange for a repair or for the manufacturer to send a new piece(s).

No. 4 How Will I Know When My Product(s) Have Shipped?

You will receive e-mail communication from SideDoor regarding the progress of your order and when pieces ship. Most furniture is shipped via a local freight carrier. The freight carrier will call you when your furniture is ready for delivery to schedule a delivery date.

No. 5 Will Furniture Items Be Placed Inside My Home?

Furniture will be delivered ‘To Your Door / Threshold’. You may instruct the delivery personnel as to whether you would like your delivery placed immediately inside your home, or left on your doorstep.

Threshold delivery does not include placing products in specific rooms, assembly, or removal of original packaging. If you require or prefer ‘White Glove’ delivery, it will be available as an option at checkout for an additional charge. ‘White Glove’ delivery includes packaging removal, light assembly, and placement. We recommend White Glove service for any large furniture items.

No. 6 Are Other Sizes, Finishes, Colors, Etc. Available?

Yes! Please email us at orders@housewestdesign.com and we will get the size or finish you need added.  Orders can be placed for backordered items, so if you see something you love from one of our projects that is not in the shop, send us an email and we can get it added with a lead time.