Frequently Asked Questions

WE ONLY ACCEPT RETURNS IN CASE YOUR ORDER ARRIVES INCORRECT OR DAMAGED

If your order arrives damaged or incorrect, you can return it for repair or exchange within 14 days from the date your order was delivered. Duxbert does not offer refunds in any case.

IN THE RARE CASE THAT YOUR ORDER DOES NOT ARRIVE, WE WILL SEND YOU A FULL REFUND.

YOU CAN RETURN YOUR ORDER IF:

- Your order arrives broken or damaged.
If your order arrives damaged, you can send it back to us for repairs, OR you can hire a local repair service, and we will cover all fees associated with the repair.

- You received the wrong item, size, or color.
You can return the item for free, and we’ll send you the correct item.

YOU CANNOT RETURN YOUR ORDER IF:

- You purchased the wrong size.
If your furniture is too large or too small for your space, we recommend measuring carefully before purchasing. Unfortunately, we cannot process returns for size-related issues.

- You do not like the item due to personal reasons.
Duxbert is not responsible for any dissatisfaction based on personal preferences.

- The item is scratched, stained, or damaged AFTER delivery.
Duxbert is NOT responsible for any damage that happens to the item after delivery. Please handle your furniture with care. For scratches, stains, or minor damage, you can hire a local furniture repair service to restore it to like-new condition.

- Wear and tear occurs after use.
Normal wear and tear, such as fabric fading, cushion flattening, or loose screws, is not covered under our return policy. We recommend regular maintenance to keep your furniture in good condition.

- Assembly issues or improper setup.
If assembly instructions are not followed correctly, and the item is damaged as a result, it cannot be returned. Please ensure you follow all assembly guidelines provided.

- The item does not fit through your door or hallway.
Duxbert is not responsible for items that cannot be delivered due to access issues. Please check the dimensions of your furniture and your home’s entryways before ordering.

If you encounter any of the issues mentioned above, please contact us via our return portal! We will do our best to provide you with a solution.

To purchase custom furniture from Duxbert, follow these simple steps:

Step 1: Reach Out to Us
You have several ways to begin your custom furniture project with us:

Option 1: Send us a direct message on Instagram @duxbert.
Option 2: Fill out our free custom furniture order form for a quote.

Step 2: Specify Your Design
Let us know exactly what you have in mind for your custom furniture. You can provide your own design or let our team of specialists help you come up with a unique idea.

Pro Tip: Providing reference images will help us better understand your vision. If you don’t have any, we’ll send you examples to guide your selection.

Step 3: Review and Confirm Quote
Once we understand your requirements, we’ll send you a quote for your custom furniture. If you choose to proceed, a downpayment of $100 is required.

Step 4: Initial Design Concepts
After confirming the quote and making the downpayment, our design team will create multiple initial design concepts for you within 24-48 hours.

Step 5: CAD Design
Once you’re happy with an initial design concept, we’ll start the detailed CAD Design phase. This process also takes 24-48 hours, and you’ll have unlimited revisions until you’re completely satisfied.

Note: The initial $100 downpayment will be deducted from the final cost of the furniture.

Step 6: Final Payment and Production
After the CAD design is finalized, we’ll request the remaining payment. Then, our production team will begin crafting your custom furniture.

Step 7: Stay Updated
We’ll keep you informed throughout the production process by sending you updates and progress images.

Step 8: Delivery
The production process typically takes 12-16 weeks, and delivery takes approximately 4 days via DHL, UPS or FedEx.

To track your order in real-time, please visit our Order Tracking page.

For in-stock items:
Orders are shipped within 48 hours after purchase. Once your order has shipped, you will receive a confirmation email with your tracking details.

For custom orders and made-to-order items:
Processing time can take up to 3 weeks. Once your item is shipped, you will receive a tracking confirmation email.

Duxbert operates online and does not have a physical retail location. Our warehouses are strategically located in California, New Jersey, Germany, the UK, and Canada to efficiently serve our customers worldwide.

Our UK and New Jersey showrooms are by appointment only and require a minimum bulk order of $100K. Contact us to schedule your visit!

We are fully committed to creating and providing the best standard of products, which is why we offer the Duxbert Guarantee for all purchases.

If your product arrives damaged or has any manufacturing defect, our guarantee entitles you to a one-time replacement of the item—free of charge.

This guarantee is voided in cases of user damage (such as scratches or accidental breakage) and does not cover lost or stolen items.

Every order includes a custom Duxbert care guide, designed for the safekeeping and maintenance of your furniture.

To keep your furniture in pristine condition, you should

1. Avoid placing your furniture under direct sunlight and/or near radiators.
   
2. Occasionally polish non-painted parts with beeswax to retain sheen and extend lifespan.
3. Ensure proper humidity levels in the room to prevent warping or cracking.
4. Use coasters and placemats to protect surfaces from scratches and heat damage.

If you aim to mix and match this product within the same environment/room settings, we strongly recommend placing a bespoke order to avoid any color variations or differentiations arising due to different batches.

Full furniture care guide

We use high-quality materials for our frames, including Mango Wood and Oak Wood. Both are solid woods, known for their durability, strength, and natural beauty. These materials ensure that our frames are not only long-lasting but also add a timeless and elegant touch to your space.

We use a wide range of finishing materials to ensure our pieces are both visually stunning and tailored to a variety of styles. Here’s a breakdown of the finishes we offer:

Wood finishes:

- Natural finishes: Oak and natural wood finishes that highlight the organic beauty of the wood grain.
- Stain finishes: Rich tones like chestnut and walnut for a classic, timeless look.
- Hand-painted finishes: Meticulously applied for an artistic and unique touch.
- Metallic finishes: Includes accents and frames made entirely of metal, adding a sleek and modern element.
- Aged finishes: Techniques like grey wash and ash black to create a weathered, vintage aesthetic, reminiscent of pieces that have naturally aged over time.

Special materials:

- Leather: Adds a luxurious and durable texture.
- Bone inlay: Intricate patterns for a sophisticated, handcrafted appeal.
- Mocha faux fur: Soft and cozy for a touch of warmth and elegance.
- Rattan: A natural, woven finish ideal for a bohemian or coastal vibe.
- Bouclé: A textured, looped fabric that’s modern and stylish.
- Velvet: A plush, luxurious material for a refined finish.

Each finish is thoughtfully chosen to complement the design and bring out the best in every piece, whether you prefer a natural, rustic, modern, or luxurious aesthetic.

In the rare instance that you have received the wrong item, please reach out to us right away with the following details so we can resolve the issue for you promptly

1. Your order number
2. The name of the item you were expecting
3. The name of the item you actually received
4. A clear photo of the item you received
   

After we have this information, our Customer Success team will work to get this sorted out for you as quickly as possible!

Unfortunately, discount codes cannot be applied retrospectively after an order has been placed.

Because orders are sent for processing within minutes of being placed, we are unable to make any changes to your order once you've hit the "order now" button. This includes the following

1. Changing the item or size
2. Delivery/billing address
3. Adding items to your order
4. Shipping method

If you've entered the wrong information during checkout, please contact us immediately!

We are unable to cancel an order after it’s been placed, as they are sent to our warehouse for processing within minutes. If you placed the order by mistake or no longer want the items, you can go through the returns process to send your order back to us.

If you've ordered the wrong size or color, please contact us immediately.

Orders are shipped from California, New Jersey, Canada, Germany, and the UK. Most in-stock items are dispatched from these locations.

International delivery is available, with a typical delivery time of 3-5 days. Orders are not usually shipped overseas.

Orders are shipped from California, New Jersey, Canada, Germany, and the UK. Most in-stock items are dispatched from these locations.

Processing Time
Processing time differs from product to product. Some in-stock items can be shipped out within 48 hours while others may take 3-4 weeks. Once your order is shipped, you will receive a notification with your tracking details and the projected delivery date.

Shipping Time
USA & Canada Delivery Time: FedEx/UPS 4-7 business days

International Delivery Time
DHL in Europe and the UK 3-5 business days

Orders are shipped Monday through Friday and are not usually shipped on weekends.

To track your purchase in realtime, please go to our order tracking page.

To track your order in real-time, please visit our Order Tracking page.

For in-stock items:
Orders are shipped within 48 hours after purchase. Once your order has shipped, you will receive a confirmation email with your tracking details.

For custom orders and made-to-order items:
Processing time can take up to 3 weeks. Once your item is shipped, you will receive a tracking confirmation email.

Before requesting to exchange your order, please read our refund policy.

To allow us to resolve your exchange as quickly as possible, we’ve implemented a quick and simple returns process online. Follow the steps below to process your return:

1. Start your return by heading to our customer support.
2. Complete the return form and send us your submission.
3. Our team will review your request within 1-2 business days and get back to you.
4. If approved, we will send you a prepaid return label that you can use to return your order.
5. Print your return label and attach it to the outside of your shipment.
6. Done! Your return is now ready to be taken to your chosen UPS drop-off point.
   

• Please declare the value of the shipment at $60-$80; otherwise, you might be required to pay the tax associated with import/export.
  
• All items must be in their original packaged condition for us to accept your return. If your order is returned to us without all of the original packaging, your exchange or refund will not be processed.
  
• We are NOT responsible for returns that are lost during transit. We will not compensate your return if it does not reach us.
  
• We do not cover shipping fees for any returns.
  
• We only accept returns shipped by UPS. Please send us the tracking number as soon as possible so our team can locate your shipment.

We aim to process your refund within 5 working days from the receipt of the return to our warehouse. After we have processed your refund, you will receive an email notification.

Please note that it may take a further 5 working days for the funds to clear into your account. This processing time depends on your bank, so please reach out to them directly if 5 working days have passed and you have not received the funds.

WE ONLY ACCEPT RETURNS IN CASE YOUR ORDER ARRIVES INCORRECT OR DAMAGED

If your order arrives damaged or incorrect, you can return it for repair or exchange within 14 days from the date your order was delivered. Duxbert does not offer refunds in any case.

IN THE RARE CASE THAT YOUR ORDER DOES NOT ARRIVE, WE WILL SEND YOU A FULL REFUND.

YOU CAN RETURN YOUR ORDER IF:

- Your order arrives broken or damaged.
If your order arrives damaged, you can send it back to us for repairs, OR you can hire a local repair service, and we will cover all fees associated with the repair.

- You received the wrong item, size, or color.
You can return the item for free, and we’ll send you the correct item.

YOU CANNOT RETURN YOUR ORDER IF:

- You purchased the wrong size.
If your furniture is too large or too small for your space, we recommend measuring carefully before purchasing. Unfortunately, we cannot process returns for size-related issues.

- You do not like the item due to personal reasons.
Duxbert is not responsible for any dissatisfaction based on personal preferences.

- The item is scratched, stained, or damaged AFTER delivery.
Duxbert is NOT responsible for any damage that happens to the item after delivery. Please handle your furniture with care. For scratches, stains, or minor damage, you can hire a local furniture repair service to restore it to like-new condition.

- Wear and tear occurs after use.
Normal wear and tear, such as fabric fading, cushion flattening, or loose screws, is not covered under our return policy. We recommend regular maintenance to keep your furniture in good condition.

- Assembly issues or improper setup.
If assembly instructions are not followed correctly, and the item is damaged as a result, it cannot be returned. Please ensure you follow all assembly guidelines provided.

- The item does not fit through your door or hallway.
Duxbert is not responsible for items that cannot be delivered due to access issues. Please check the dimensions of your furniture and your home’s entryways before ordering.

If you encounter any of the issues mentioned above, please contact us via our return portal! We will do our best to provide you with a solution.

Duxbert covers all return shipping costs if the package is unopened and in its original packaging. Contact us, and we’ll handle the rest.