Wrong Item

I believe the wrong color was delivered (showroom lighting vs home lighting)

We understand how important it is for your furniture to look just right in your space. If your item appears to be a different color, the first step is to confirm that the correct item (SKU) was delivered based on your order.

Why the Color May Look Different

If the correct item was delivered, the difference you're seeing is typically due to lighting and environment, not an incorrect product. Here's why:

Lighting Differences: Showroom lighting is often brighter and uses different tones (cool/white vs. warm/yellow), which can change how colors appear.
Home Environment: Wall colors, flooring, and surrounding décor in your home can affect how the fabric or finish looks, making certain tones stand out more than they did in the store.
Natural vs. Artificial Light: Daylight and indoor lighting can shift how colors are perceived throughout the day.

What This Means

If the item matches the SKU on your order, this would be considered a preference-related concern, rather than a product issue.

I believe the wrong configuration was delivered

We're here to help make this right. If your item doesn't match what you expected, the first step is to carefully review your order to confirm what was originally purchased.

How We Review the Issue

Our team will:

Verify the details of your order (SKU, configuration, and product description)
Confirm whether the delivered item matches what was purchased
Rule out other possibilities such as: preference concerns, damage or defects, or shipping or picking errors

If the Order Was Written Incorrectly

In some cases, the issue may be due to the order being entered incorrectly during the sales process. If this is suspected:

All available resolution options will be reviewed with you first
If needed, we will partner with store management to investigate further
The store must confirm in writing if the order was entered incorrectly

What Happens Next

If the store confirms a written error:

Your order will be updated accordingly
Our team will assist you with a reselection to ensure you receive the correct configuration

I believe the wrong height/size was delivered

We're here to help make this right. If your item doesn't match what you expected, the first step is to carefully review your order to confirm what was originally purchased.

How We Review the Issue

Our team will:

Verify the details of your order (SKU, incorrect size/height that was delivered, and product description)
Confirm whether the delivered item matches what was purchased
Rule out other possibilities such as: preference concerns, damage or defects, or shipping or picking errors

If the Order Was Written Incorrectly

In some cases, the issue may be due to the order being entered incorrectly during the sales process. If this is suspected:

All available resolution options will be reviewed with you first
If needed, we will partner with store management to investigate further
The store must confirm in writing if the order was entered incorrectly

What Happens Next

If the store confirms a written error:

Your order will be updated accordingly
Our team will assist you with a reselection to ensure you receive the correct configuration

Written wrong/mispick

If you received an item that doesn't match your expectations, there are two common causes: a written error (order entered incorrectly) or a mispick (wrong item shipped). Our team will carefully review your order to determine the cause and guide you to the right resolution.

Understanding the Difference

Written Error (Order Entry Issue):

The item was entered incorrectly during the sales process
This may be due to a misunderstanding or incorrect selection at the time of purchase
The order matches what was entered — but not what was intended

Mispick (Warehouse Error):

The correct item was ordered, but the wrong item was picked or shipped
The SKU on the product does not match your order

How We Determine the Issue

We will first confirm that the concern is not related to:

A preference issue (style, color, or configuration expectations)
A damaged or defective item
A shipping or packaging issue

If any of the above applies, we will take ownership and resolve it accordingly.

If It's a Mispick

At delivery: You can refuse the item, and we will reschedule once the correct item is available
After delivery: We will create a service ticket to review and correct the issue

If It's a Written Error

The store will review and confirm if the order was entered incorrectly
Once confirmed, we will assist with a reselection to ensure you receive the correct item

Item looks/feels different than it did in the store

It's not uncommon for furniture to look or feel slightly different once it's in your home. Showroom displays, lighting, and usage can all impact how a piece appears or feels compared to when it's newly delivered.

Why Differences May Occur

Some common reasons include:

Lighting and environment: Store lighting and home lighting can change how colors and textures appear
Display vs. new product: Floor models may feel softer due to extended use, while new cushions can feel firmer at first
Natural variations: Wood grain, fabric patterns, seams, and distressing can vary from piece to piece
Manufacturing updates: Minor design or material updates may occur between showroom display and delivery

If You're Experiencing Comfort or Function Issues

If you notice concerns such as:

Sinking cushions
Frame issues
Squeaking or unusual sounds

We can arrange a technician visit to determine if the issue is related to a manufacturer defect.

If It's a Preference Concern

If the item simply doesn't meet your expectations in look or feel, you may be eligible for a reselection:

Must be reported as soon as possible (within 7 days of delivery)
Item must be exchanged for something of equal or greater value
A restocking fee (up to 40%) and a delivery fee may apply

Helpful Tip: New furniture often requires a short break-in period. However, if something doesn't feel right, we recommend reaching out promptly so we can review your options.