Question 1

How long will my order take to arrive?

Accepted Answer

In-stock items ship within 1–2 business days from our New Jersey warehouse. Standard delivery takes 3–5 business days to most US addresses. Made-to-order furniture ships in 4–6 weeks; the product page will show the lead time clearly. You’ll receive a tracking number the moment any item ships.

Question 2

Do you offer international shipping?

Accepted Answer

We ship to Canada, the UK, the EU, Australia and Japan. International orders are duties-paid — the price you see at checkout includes all import duties and taxes, so there are no surprises on delivery. Most international orders arrive in 7–14 business days.

Question 3

Can I change or cancel my order after placing it?

Accepted Answer

Yes, within 2 hours of placing your order. Go to your account, find the order, and tap “Request change”. After 2 hours the order enters our fulfillment queue and changes are no longer possible — but you can always return the items for a full refund once they arrive.

Question 4

What is your return policy?

Accepted Answer

We offer 30-day returns on most items, with free return shipping in the contiguous US. Items must be in their original condition with packaging. Made-to-order furniture, personalized items and clearance products are final sale. Start a return from your account page; we’ll send a prepaid label within one business day.

Question 5

How do refunds work?

Accepted Answer

Once we receive your return at our warehouse (typically 3–5 business days after you ship), we inspect it and issue the refund within 48 hours. The refund goes back to your original payment method and usually appears on your statement within 3–5 business days.

Question 6

Do you offer white-glove delivery?

Accepted Answer

Yes, complimentary on all furniture orders over $1,500 in the contiguous US. White-glove includes a 2-person team, room of choice, full assembly, packaging removal, and a quick walkthrough of care instructions. In outlying areas a $150 surcharge may apply; we’ll always quote before charging.

Question 7

Can I track my delivery?

Accepted Answer

Yes. As soon as your order ships you’ll get an email with a tracking link. For white-glove deliveries, the carrier will call you 24 hours in advance to schedule a 4-hour window. You can also track every order from your account page.

Question 8

Are your materials sustainable?

Accepted Answer

All our wood is FSC-certified, our cotton and linen are OEKO-TEX Standard 100, our leather is vegetable-tanned (no chrome), and our packaging is 100% recyclable. We publish a full materials report annually on our About page.

Question 9

Do you offer fabric or finish swatches?

Accepted Answer

Yes — up to 5 free swatches per household. Go to any product page, tap “Order free swatch”, and select the finishes you’d like to feel. Swatches arrive in 5–7 business days.

Question 10

Can I order replacement parts?

Accepted Answer

Yes. We stock replacement cushions, shades, hardware and legs for every product we currently sell. Contact support with your order number and we’ll send a quote within one business day.

Question 11

Do I need an account to order?

Accepted Answer

No — you can check out as a guest. Creating an account makes future orders faster, lets you track shipments, save favorites to your wishlist, and view your order history. Accounts are free and we never sell your data.

Question 12

How do I reset my password?

Accepted Answer

Visit the login page and tap “Forgot password”. Enter the email associated with your account and we’ll send a reset link valid for 30 minutes. If you don’t see the email, check your spam folder or contact support.

Question 13

What payment methods do you accept?

Accepted Answer

We accept Visa, Mastercard, American Express, Discover, Apple Pay, Google Pay, PayPal and Shop Pay. We also offer 0% APR financing through Affirm on orders over $250 — choose Affirm at checkout to see your terms.

Question 14

Is checkout secure?

Accepted Answer

Yes. All payments are encrypted with TLS 1.3 and processed through PCI-DSS Level 1 certified providers. We never see or store your full card number — only a token from your bank.

Question 15

What is your warranty?

Accepted Answer

Every Aurelia product is covered by a minimum 2-year warranty against manufacturing defects. Furniture frames carry a 10-year warranty; cast iron cookware has a lifetime warranty. Warranty does not cover normal wear, misuse or modifications. See our warranty page for full terms.

Frequently asked questions

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