Frequently Asked Questions
Is all of your furniture in the showroom?
We view our 2,000 sq.ft. showrooms as spaces to tell stories through multiple vignettes. By selecting and staging items according to local market needs, we aim to offer a view of how our furniture fits into real spaces—rather than warehouse aisles. A visit to our showroom offers insight into the quality of our furniture and the wide range of available options, including fabrics and finishes. Our team is well versed in our products and are available to answer all of your questions.
What is the process for ordering custom furniture?
Our process is simple and straightforward so you can focus on choosing and creating a design you love. Once you’ve made your selection, we discuss all the vital details, such as dimensions, fabrics, and finishes, that make your custom piece truly one of a kind. We require a 50% deposit to start your order and, when necessary, will provide a detailed drawing for your approval. At your request and for an additional fee, we can also build a prototype of your furniture to further ensure your vision is fully realized. We arrange delivery of your custom furniture upon completion of final production and inspection, and once the remaining balance has been paid.
How do I get a quote?
Please contact one of our showrooms for pricing information.
What is your return policy?
Due to the heart and soul (and, yes, resources) we put into every furniture order, custom orders are final. Once custom furniture orders are in progress, cancellations must have prior authorization and remain subject to a 50% cancellation fee or forfeiture of the deposit.
Stock and special order accessories are accepted for exchange or store credit within seven days and with prior authorization, but are subject to a 20% restocking fee. Shipping and/or delivery fees are non-refundable and may not be applied as store credit.
Because we know there are limitations to visualizing how a showroom item will work in your home, we offer an Accessories on Approval Program. Ask us about this commitment-free trial run, available only for in-store furniture, lighting, and accessories.
Can I provide my own fabric?
Yes, in addition to our extensive fabric and leather resources, we also work with your own materials or leather (COM/COL).
Do you have fabrics and finishes to choose from?
We do! We have an extensive library of fabrics and finishes in each of our showrooms, as well as experts on staff to discuss the options. If we don’t have exactly what you’re looking for in the store, we will find it for you.
Do you work with interior designers?
Yes, we love working with kindred spirits! You can find more information about how we partner with interior designers in our To The Trade section.
How are your custom pieces constructed?
Our custom sofas and chairs are constructed using kiln dried alder frames and sinuous spring suspension. As an option, we also offer 8-way hand tied coils and European style webbing. When constructing cushions, our main focus is on longevity and personalized comfort. All of our seat cushions have a premium high-resilience medium density foam core which is then encased with the fiber fill of your choice—premium foam, feather & down, or Trillium (a hypoallergenic down alternative.) Back cushions have the same fill options without the foam core.
Do you offer sleeper sofas?
Yes! Most of our sofas and sectionals can be made into sleepers with minor adjustments to allow for the sleeper mechanism to fold into the frame.
How much can I customize a piece?
That’s completely up to you and your imagination. We have endless options to customize our Arden Home line of furniture and we can also work with you to design a piece completely unique to you. Please see our Custom Made section for more information.
Can I change my order?
Get in touch—but the sooner the better. Whether we can accommodate your request for an order change depends on a variety of circumstances, including when your order was placed and the change requested. It’s best to call the showroom where you placed your order to discuss your options.
Where do you make your furniture?
Our custom furniture is proudly made in America, from the design process in San Francisco or Seattle to the finishing touches by our skilled craftsmen in Los Angeles. Our non-custom furniture is sourced through relationships with trusted vendors around the world.
What's your lead time?
For custom furniture, our lead times are typically eight to 12 weeks. Due to the nature of our truly custom work—which includes everything from building the frame to mixing the stains— lead times can vary. It’s best to check for current lead times when ordering.
Are you in need of something sooner? For more urgent turnarounds, our ready made items are often deliverable within three to four weeks. We may be able to accommodate rush orders on either custom or ready made items for an additional fee. Just ask one of our associates at the time of order.
Do you offer interior design services?
Our showrooms have skilled interior design consultants who provide in-home consultations. See our Interior Styling + Design section for more information.
Alternatively, any one of our design consultants can help you in the showroom.
Do you ship cross country?
Yes! We ship our furniture all over the United States as well as north to our friends in Canada.
Do you sell off the floor or is everything custom?
Yes, if you see something you love in our showroom, we’re happy to consider selling it right off the floor. Please contact one of our showrooms for floor sample inquiries.
How can I gauge the comfort of a piece sight unseen?
We have decades of experience designing custom furniture, from our own furniture line to custom designs, with each piece being handcrafted to your specifications. For all custom upholstery, our team will have you test our showroom samples to determine what you find comfortable and apply that information to customize any piece selected. Along with providing detailed CAD drawings prior to production, we personally inspect all completed pieces prior to shipping.
How eco-friendly is your custom furniture line?
Our furniture line is built to last a lifetime when well cared for. Our line is manufactured in California, which has the most stringent environmental guidelines in the nation. The materials used are water-based and contain no VOCs, toxic flame retardants, nor other harmful chemical additives. For those looking for greener construction, we offer natural latex and wool batting alternatives for our upholstery, along with cotton, linen, and wool fabric options.
