Shipping, Returns, & Exchanges
Our policies: simple, transparent, and fair
Your happiness is our number one priority. That is why we work extremely hard to ensure you are pleased with your selection; but if you aren’t, for whatever reason, we'll take it back — even if you customized the design. We are happy to offer a best-in-class return policy.
These policies apply to orders placed on or after December 29, 2022.
An Update from Our Team
If you have an unfulfilled order placed before December 29, 2022, head to orderstatus.interiordefine.com for the most up-to-date information. For more about the go-forward state of Interior Define, please visit interiordefine.com/update.
If you placed an order on or after December 29, 2022, your order is not impacted and will be fulfilled in the normal course of business.
Shipping & Delivery
Production Timeline
All items are made to order, meaning your piece is individually built for you after your order is placed. The production and delivery processes for most products take 12 to 14 weeks. You can confirm the expected delivery time for an item on the product page.
Variances in lead times depend on production and cannot be rush shipped. Once your piece ships, a delivery date will be determined. Learn more about our process.
Delivery
We provide quality delivery for a flat rate of $99-$249. All made-to-order items will receive white glove delivery service. With this service, your delivery will be scheduled at a convenient time for you, the delivery team will carry your order into your home, unwrap, and assemble (when applicable). They will also clean up any packaging when they are done.
If multiple items are purchased together, including both in-stock and made-to-order selections, your items will be delivered at different times for the flat fee of $249. In-stock items will be delivered via FedEx or our delivery partner. For more information, see the in-stock items section below.
Missed delivery
If you are not present at the agreed upon delivery window, you will be charged a fee of $100.
Should your piece not fit at delivery
We encourage you to measure your space prior to placing an order. Reference the Will It Fit guide to ensure your piece will fit in your space and any doorways, hallways, and/or elevators it will have to pass through to get there. If the delivery team is not able to fit your order into your home, the order will be considered a return and we will refund the amount paid minus a 50% processing fee and shipping fee once your order arrives back at our facility.
Time of day
Deliveries may be scheduled Monday through Saturday based on location and carrier availability. You will receive a scheduling link as soon as we have it so you can choose a day to accept delivery of your order. The day before your delivery day, our delivery partner will reach out to provide a time window for delivery.
UPS delivery
We provide quality delivery starting at $14. Our delivery fees are as follows:
| Order subtotal | Delivery fee |
|---|---|
| Below $99 | $14 |
| $100–$199 | $19 |
| $200–$299 | $29 |
| $300–$499 | $49 |
| $500–$999 | $79 |
| Over $1,000 | $149 |
UPS will hand-deliver select in-stock item to your doorstep 7 days a week for residential addresses (Monday–Saturday for non-residential addresses).
Threshold delivery
We provide quality threshold delivery for a flat rate of $149. Larger in-stock items such as large rugs and coffee tables receive threshold delivery. With this service, your delivery will be scheduled at a convenient time for you, and carriers will deliver an item to the first secure and dry place on the customer's property.
White glove delivery
We provide quality white glove delivery for a flat rate of $249. Some in-stock items receive white glove delivery. With this service, your delivery will be scheduled at a convenient time for you, the delivery team will carry your order into your home, unwrap and assemble (when applicable). They will also clean up any packaging when they are done.
Missed delivery
For parcel shipments, if you are not home at the time of delivery, UPS will leave your order at your doorstep. If UPS is not able to leave your order, they will attempt delivery the following day.
For threshold and white glove delivery, if you are not home during the agreed-upon delivery window that you scheduled with the delivery service, you will be charged a fee of $100.
If you place an order that includes both made-to-order and in-stock items, your items will arrive at separate times with a flat delivery rate of $249. Most in-stock items will arrive within 3–8 weeks. For custom pieces and quick ship items, delivery times vary for each collection in our catalog. You can see estimated delivery times listed on each product page, in your shopping cart, and on your order confirmation email.
Returns
We understand that flexible policies are important to you. However, we reserve the right to approve returns or exchanges, based on the condition of the piece and customer account history. Shipping fees are non-refundable.
Pieces that have been damaged, scratched, stained, or altered in any way are not eligible for return or exchange.
All art items and throws are final sale and are not eligible for returns or exchanges.
We offer flexible returns and will refund the amount paid minus a 15% processing fee and shipping fee, once your order arrives back at our facility. In-stock items must be returned unused and unwashed.
To begin the return process, please email pictures of your item to support@interiordefine.com. We will send you a UPS return label via email. Your order must be shipped back within 30 days from delivery. All items must be sent back in the original packaging. If the original packaging is unavailable, the customer is responsible for arranging equivalent packaging.
Upholstered made-to-order or quick ship returns initiated within 60 days of delivery will incur a 50% processing fee, which will be deducted from the refunded amount. The return must be completed within 60 days of the delivery date, returns picked up outside of 60 days will not be honored. Only one return or exchange is allowed per order.
To begin the return process, email pictures of your item to support@interiordefine.com. A member of our team will be in touch shortly. You can then arrange for our delivery partner to pick up your furniture order. The returning furniture must be picked up within your 60 day return window. Once picked up, you will be refunded for the returning furniture minus a 50% processing fee.
Return eligibility is determined at the discretion of Interior Define; damaged items cannot be returned.
*We do not allow any returns or exchanges within Define Studios. To begin a return or exchange, contact support@interiordefine.com.
Please contact us if you have any questions.
Exchanges
We understand that flexible policies are important to you. However, we reserve the right to approve returns or exchanges based on the condition of the piece and customer account history. Only one furniture return or exchange is allowed per order. No cancellations on exchanges are allowed. Shipping fees are non-refundable.
Pieces that have been damaged, scratched, stained, or altered in any way are not eligible for return or exchange.
All art items and throws are final sale and are not eligible for returns or exchanges.
If you request your exchange within 60 days from the delivery date, a 25% exchange fee (based on the price you paid for the item you are exchanging) will be applied to your new order. The request must be made within 60 days of the delivery date. Exchange requests outside of 60 days will not be honored.
To begin the exchange process, email pictures of your item to support@interiordefine.com and a member of our team will be in touch shortly. Your original order will then be picked up by our delivery partner during the delivery of your new exchange order. The 25% exchange fee would remain in full.
Only one upholstery return or exchange is allowed per order. No returns on exchanges. Exchanges are determined at the discretion of Interior Define; damaged items cannot be exchanged. No cancellations on exchanges are allowed. Exchanges are accepted only for a product of similar value within the same category (sofa for sofa, sectional for sectional, chair for chair, etc).
*We do not allow any returns or exchanges within Define Studios. To begin a return or exchange, contact support@interiordefine.com.
Cancellations
Made-to-order and quick ship items are fulfilled 72 hours after orders are placed. Order cancellations requested within 72 hours will be refunded in full. Order cancellations requested outside of 72 hours will be refunded in full minus a 25% processing fee.
Order cancellations requested after 30 days from placing an order will incur a 50% fee. Once the order is shipped from our production facility, the shipping fee is nonrefundable.
For art, order cancellations requested within 48 hours will be refunded in full. Order cancellations requested outside of the 48-hour window are non-refundable.
In-stock orders are fulfilled within 24 hours after being placed. Requested returns will be refunded in full minus a 15% processing fee once the item is received back to our warehouse. Shipping charges are non refundable.
Order Modifications
Made-to-order items
- Free within 72 hours!
- We want to make sure your piece(s) are just as you envisioned them — that's why we give you the flexibility to adjust your order. We immediately begin processing your piece(s) upon receiving the order, and any changes during the fulfillment process result in lost time and materials. We ask that you finalize all order modifications within 72 hours of purchase. After 72 hours, there is a 25% order modification fee. Order modifications requested after 30 days will incur a 50% cancellation fee. Order modifications may impact your delivery timeline.
In-stock items
Your item(s) will be fulfilled within 24 hours of purchase and are not eligible for modifications.
10 Year Frame Warranty
Applicable to the original owner and original delivery address only.
Interior Define guarantees that the frame and suspension system of its sofas and chairs will be free from manufacturer’s defects for up to 10 years. This is applicable to the original owner and original delivery address only. This includes structural damages, but not damages from use. Modifications made to the structure by the customer, including installation of third party legs, waives this guarantee.
Damages
We encourage you to inspect your item(s) upon receipt. If you have a concern about quality, we'll work with you to correct it. To report any issues, send a photo to support@interiordefine.com within 72 hours.
Made-to-order items
We work closely with our supply chain partners to ensure each production run falls within our approved variance range. Minor variances in size and shape may occur, as our products are handmade to order. See our Care & Construction page for more information.
Rugs
Variations in weave, fiber size, color, and overall rug size (up to 5% in length and width) are normal characteristics of handmade rugs and are not considered a manufacturing defect.
Restrictions / Limitations
- Our return policy is limited to one return or exchange per household.
- Made-to-order throw pillows can only be purchased with, and returned with, a made-to-order furniture item.
- In-stock throw pillows can be purchased individually and are eligible for return without a furniture item. If an in-stock pillow cover is purchased with an accompanying insert, the pillow cover and insert must be returned together. Individual component pieces may not be returned.
- Extra sets of legs are final sale.
- Additional cushions and cushion covers are final sale.
- Additional parts (legs, cushion covers, sectional connectors, etc) can only be purchased by the original owner of the piece.
- Discounts/promotions cannot be stacked or retroactively applied.
- Some of our bed collections are no longer in production. However, if you have purchased one of these beds, the frame and suspension of beds are guaranteed to be free from manufacturer’s defects for up to 10 years after your purchase.