Product Details & Care: Frequently Asked Questions

We understand that choosing the right piece for your home comes with plenty of questions. To help guide your experience, we’ve answered some of the most common product and care-related inquiries below.

Question: What should I expect in terms of finish variation or how a finish changes over time?
​Answer: You can expect some color changes in our wood furniture over time with exposure to sunlight and air. These natural changes add to the beauty and character of the piece. To maintain an even tone, we recommend occasionally rotating decorative objects or repositioning furniture to prevent lighter or darker spots.

Question: How is veneer used on your products?
​Answer: We use a ¼" solid wood veneer over a base of engineered wood. This method helps ensure better longevity by reducing the chances of cracking or warping, while also delivering a more consistent and seamless wood appearance.

Question: Is there a finish on this piece? Should I add a sealant?
​Answer: All of our furniture pieces are finished with either an oil or water-based sealant to enhance durability. We prioritize a natural aesthetic, so our finishes are not overly processed. For everyday care, blot any spills immediately and wipe gently with a damp cloth using water only. We recommend avoiding chemical cleaners, which may harm the finish. To preserve the beauty of your piece, always use coasters, trivets, or placemats as needed.

Question: How do I know if a bed works with an adjustable mattress?
​Answer: If a bed is compatible with an adjustable mattress, it will be noted in the product

description, along with interior dimensions. Be sure to review the clearance requirements for your specific mattress before purchasing, as compatibility can vary.

Question: Does this item require assembly?
​Answer: Assembly details are listed in the product description. If there is no mention of required assembly, then the item will arrive fully assembled and ready to use.

Question: I have questions about the color—how do I ensure it looks like I expect?
​Answer: We highly recommend ordering a swatch prior to purchasing your Made To Order piece. This allows you to see the color and texture in your own space and lighting, ensuring the final piece aligns with your vision.

Question: How can I compare different fabric types for MTO items?
​Answer: Ordering swatches is the best way to compare textures, colors, and finishes to determine what suits your preferences and space best.

Question: Are the cushions removable? Can the covers be removed from the inserts?
​Answer: Most cushions can be removed from the frame, which will be indicated on the product page. However, we do not recommend removing the inserts from the cushion covers, as they are machine-inserted for a tailored fit that may be difficult to replicate manually.

Question: Are slipcovers removable?
​Answer: If a slipcover is removable, it will be noted on the product page. For deep cleaning, we recommend professional upholstery services. For everyday care and minor stains, spot-treat while keeping the slipcover on the frame.

Question: What is the sit or comfort level like for MTO pieces?
​Answer: Our MTO upholstery is crafted for a low, deep, and plush seat experience. With a supportive mix of down and foam, these pieces are designed to hold their shape while offering a soft, relaxed comfort.

Question: What should I do if the velvet on my item looks crushed or marked?
​Answer: Minor bruising or crushing of velvet is normal and often occurs from packaging or weight. Most marks will recover naturally with time and humidity. For faster results, gently steam the velvet from at least 12 inches away—never allowing the steamer to directly touch the fabric—and brush the pile in the same direction with a soft-bristled brush. For stains, start by blotting with a damp cloth. For dried stains, use a gentle cleaning product and test in an inconspicuous area first.

Question: Why do hand-knotted rugs shed?
​Answer: Shedding is a natural part of the rug’s life cycle. Loose fibers from the weaving process work their way to the surface over time. This should reduce as the rug settles into your space.

Question: Do you recommend using a rug pad?
​Answer: Yes! Rug pads extend the life of your rug, help prevent slipping, and provide added cushioning. Our Premium Indoor Rug Pad is made from recycled fibers with a non-slip backing and offers a ¼-inch layer of protection for use on hard or carpeted surfaces.

Question: Do your rugs vary in size or color?
​Answer: Due to the handmade nature and natural materials of our rugs, slight variations in size, color, and finish are to be expected. These unique differences make each piece truly one-of-a-kind.

Question: How can I determine pile height, softness, or plushness?
​Answer: Pile height is listed on each product page. While flatweave and indoor/outdoor rugs tend to have minimal pile (referring to thickness), hand-knotted and tufted rugs generally offer the highest plushness and comfort underfoot.

Question: Do you offer guidance for lighting installation?
​Answer: We highly recommend opting for professional lighting installation. Your package will include assembly instructions, which we can also provide digitally for your convenience if preferred.

Question: Can you use lighting products in other countries?
​Answer: Our lighting products meet rigorous UL standards and undergo thorough testing. Our manufacturing process and testing are specifically tailored for usage in the United States and Canada.

Question: Do you use any fire safety treatments or flame retardants on your products?
​Answer: We refrain from using fire safety treatments or flame retardants in or on any of our products.

Question: What is Prop 65?
​Answer: As per Prop 65 regulations, certain chemicals have been identified as potentially harmful, and we diligently adhere to these guidelines. If any of our products contain these chemicals, even in trace amounts, it will be clearly noted. Should you wish to inquire about the specific chemical types present in a product, please contact our Customer Experience Team.

Question: Are any products sustainable, organic, or made with recycled materials?
​Answer: We adhere to conscientious manufacturing processes. However, our products are not certified as organic or fair trade. Our outdoor rugs are crafted using recycled plastic bottles.

Question: Why are product dimensions different from what’s listed on the website?
​Answer: We take great pride in the meticulous craftsmanship of our handcrafted pieces. Due to the artisanal nature of our production process, there is a 5% allowable tolerance in dimensions. If your dimensions exceed this threshold, please notify our Customer Experience Team for assistance.

Question: Why does an item I received look different than online?
​Answer: Natural materials may vary based on harvest time and manufacturing processes. Color and appearance differences can also arise from monitor settings and online viewing environments. If you notice a significant variation, please provide photos to our Customer Experience Team. We are committed to addressing your concerns promptly.

Question: Why does my item smell/odor/off-gassing?
​Answer: Certain manufacturing and transportation processes may result in odors in the product or packaging. These typically dissipate within a few days after unwrapping or cleaning. Our products have low to no VOCs (Volatile Organic Compounds), so any lingering odors are not harmful. If smells persist beyond one month or after washing, please contact our Customer Experience Team.

Question: Are touch-up kits available?
​Answer: We currently do not provide touch-up kits, nor do we endorse any specific brands. However, touch-up kits from other sources might be compatible. If you use a touch-up kit, we strongly recommend testing it in an inconspicuous area first to ensure compatibility.

Question: Are spec sheets available?
​Answer: We strive to enhance the information available to our customers. Currently, spec sheets are only available for Made to Order furniture. We are working to provide spec sheets for more products soon.

If you have more specific questions about a particular item, our Customer Experience team is always happy to help!