Wood furniture & finishes
Will the finish change over time?
Yes, and that's part of the beauty. Wood naturally shifts in color with exposure to sunlight and air. To keep the tone even, rotate decorative objects or reposition the piece from time to time.
How is veneer used?
We use a ¼" solid wood veneer over an engineered-wood base. This adds stability — reducing cracking and warping — while giving a seamless, consistent wood look.
Is there a finish, and how do I care for it? Every piece is finished with an oil- or water-based sealant for durability, kept natural rather than heavily processed. For everyday care, blot spills right away and wipe gently with a damp cloth using water only. Avoid chemical cleaners, and use coasters, trivets, or placemats to protect the surface.
Upholstery & made-to-order
How do I make sure the color is right?
We highly recommend ordering a swatch so you can see the color and texture in your own space and lighting before you order.
Can I compare different fabrics?
Yes — ordering swatches is the best way to compare textures, colors, and finishes side by side.
Are the cushions and covers removable?
Most cushions lift off the frame (noted on the product page). We don't recommend removing the inserts from the covers, though — they're machine-inserted for a tailored fit that's hard to replicate by hand.
Are slipcovers removable?
If a slipcover is removable, it'll be noted on the product page. For everyday care, spot-treat while keeping it on the frame; for deep cleaning, we recommend a professional upholstery service.
What's the comfort level like? Our made-to-order upholstery is designed for a low, deep, plush seat. A blend of down and foam helps each piece hold its shape while staying soft and relaxed.
My velvet looks crushed or marked — is that normal?
Yes, minor crushing is normal and usually happens from packaging or weight. Most marks recover on their own with time and humidity. To speed it up, use a garment steamer on low steam (kept at a safe distance) with a soft upholstery brush, gently following the pile. Always test on a small, hidden area first.
Rugs
Why is my hand-knotted rug shedding?
Shedding is a natural part of a rug's life. Loose fibers from weaving work to the surface and taper off as the rug settles in.
Do you recommend a rug pad?
Yes! A pad extends the life of your rug, prevents slipping, and adds cushioning. Our Premium Indoor Rug Pad is made from recycled fibers with a non-slip backing and a ¼" layer of comfort.
Will my rug vary in size or color?
Because our rugs are handmade from natural materials, slight variations in size, color, and finish are expected — and part of what makes each one one-of-a-kind.
How do I know the pile height?
Pile height is listed on each product page. Flatweave and indoor/outdoor rugs have minimal pile, while hand-knotted and tufted rugs are the plushest underfoot.
My rug arrived with an odor or feels damp — what should I do?
A slight scent when you unwrap it is normal and fades within a few days. Unroll the rug in a well-ventilated area and let it breathe for about a week. If a strong, musty odor persists — or the rug arrives damp — reach out to our Customer Experience Team and we'll help.
Lighting
Do you have installation guidance?
We recommend professional installation. Assembly instructions come with your order, and we're happy to send them digitally too.
Can I use the lighting in other countries?
Our lighting meets UL standards and is tested specifically for use in the United States and Canada.
Dimensions, appearance & quality
The dimensions seem different from the website — why?
Because our pieces are handcrafted, there's a 5% allowable tolerance in dimensions. If yours falls outside that, let our Customer Experience Team know and we'll help.
My item looks a little different than it did online.
Natural materials vary with harvest and production, and monitors and lighting can shift how colors appear on screen. If you notice a significant difference, send photos to our Customer Experience Team and we'll take a look.
Why does my item have an odor?
Some manufacturing and shipping processes can leave a temporary scent in the product or packaging. It typically clears within a few days of unwrapping. Our products are low- to no-VOC, so any lingering smell isn't harmful — but if it lasts beyond a month or after cleaning, reach out and we'll help.
Beds & assembly
Does this bed work with an adjustable mattress?
If it's compatible, it'll be noted in the product description along with interior dimensions. Be sure to check the clearance requirements for your specific mattress before ordering.
Does this item require assembly?
Assembly details are listed in the product description. If none are mentioned, your item arrives fully assembled and ready to use.
Safety, materials & sustainability
Do you use flame retardants?
No — we don't use fire-safety treatments or flame retardants in or on any of our products.
What is Prop 65?
Prop 65 identifies certain chemicals as potentially harmful. We follow its guidelines, and if a product contains any of them — even in trace amounts — it's clearly noted. For specifics on a particular item, contact our Customer Experience Team.
Are your products sustainable or organic?
We follow conscientious manufacturing practices, though our products aren't certified organic or fair trade. Our outdoor rugs are made using recycled plastic bottles.
Product support & documentation
Are touch-up kits available?
We don't currently offer touch-up kits or endorse specific brands, though third-party kits may work. If you use one, test it in a hidden area first.
Are spec sheets available?
Spec sheets are currently available for made-to-order furniture, and we're working to add more.
Have a question about a specific piece?
Our Customer Experience Team is always happy to help.