FREQUENTLY ASKED QUESTIONS
SITE QUESTIONS & ORDERS
DO I NEED AN ACCOUNT TO MAKE A PURCHASE?
While it is possible to complete an order from our website as a guest, we strongly recommend our customers create an account. It's free and safe to do so and ensures we can more easily assist with questions, order tracking, and support once you have completed your purchase.
WHAT IF I FORGOT MY PASSWORD?
If you forgot your password, we will email you a temporary password via a secure, encrypted connection.
IS MY ORDER SECURE?
Yes. Our website is designed using SSL technology that encrypts the data you enter so you can shop safely.
WHICH CREDIT CARDS DO YOU ACCEPT?
We accept Visa, Mastercard, and American Express. If you would like to pay by wire transfer, please contact us at firstname.lastname@example.org or call the retail store at 212-852-9099.
WHO SHOULD I CONTACT IF I HAVE A QUESTION ABOUT MY ORDER?
Pleaseemail usat email@example.com. We are here to answer your questions about existing orders, shipping, and returns Monday through Friday, between 9:00 a.m. and 5:00 p.m. EST.
CAN I ORDER BY PHONE?
Yes. Please contact us at 212-852-9099 for assistance.
HOW IS SALES TAX CALCULATED?
Sales tax is calculated using the shipping destination. Amounts and conditions are specific to States' guidelines.
ARE PRICES ONLINE AND IN-STORE THE SAME?
Pricing for our stores and online are the same. To discuss pricing, please contact our Customer Service team or visit us at 53 Howard Street for assistance.
RETURNS, REFUNDS & CANCELLATIONS
WHAT ITEMS ARE ELIGIBLE FOR A RETURN?
You may return most new and unused Community goods in original packaging within 14 days of receipt for a return or merchandise exchange, with proof of purchase. To receive a full credit on bedding, all packaging must be unopened.
The below categories are final sale and cannot be returned, cancelled, or exchanged:
• Art •
• Vintage Pieces
• Customized/Design Your Own Items
• Final Sale Items
• Items Marked “Non-Returnable” (clearly indicated on the good/ or webpage of the good)
• Custom orders, select home goods, and any other items designated “final sale”
• Monogrammed, personalized, or special-order items
• Items damaged through normal wear and tear
Please note shipping charges are non-refundable.
HOW DO I RETURN AN ITEM TO RW GUILD?
To initiate a return, please call our Customer Service team or email us at firstname.lastname@example.org to request a Return Authorization (RA) number. You will need your original order number, the name of the item(s) you would like to return, and the reason why the item(s) did not work out.
When returning glassware or ceramics, carefully pack the good to ensure it is not damaged in transit.
We will let you know as soon as we’ve received your return and processed your refund. It may take up to 14 business days from the date we process your refund for it to reflect on your original form of payment.
WHAT IS THE CHARGE FOR RETURN SHIPPING?
All return shipping is at the expense of the customer using the courier of your choice. Please include your RA number with all returns.
WHAT ABOUT RETURNS FOR INTERNATIONAL ORDERS?
The above return policy applies to international orders. In addition, we cannot refund duties and taxes paid to clear customs.
WHAT IF I RECEIVE A DAMAGED OR DEFECTIVE ITEM?
If you receive a defective or damaged item, please contact us immediately at email@example.com. In the case of damage incurred during shipment, we must be notified within 48 hours of delivery in order to initiate the return process.
WHAT IS YOUR CANCELLATION POLICY?
No cancelations can be made to orders. You must be sure of your purchase at the time you place your order.
UPHOLSTERY INFORMATION & FABRICATION
CAN I ORDER SWATCHES?
Yes. We offer fabric, leather and finish samples and rug samples for a fee. Call us at 212-852-9099 or email us at firstname.lastname@example.org with a specific request.
CAN I USE MY OWN FABRICS AND LEATHERS (COM/COL)?
We offer COL (your own leather) and COM (your own fabric) options for our upholstered designs. Product measurements and COM/COL dimensions are specified on our tearsheets. You may also contact our Customer Service team at email@example.com for specific support and advice.
DO YOU OFFER CUSTOMIZATIONS OR CUSTOM PIECES?
Yes, we customize items in our current collection including wood species, finishes, fabric and leather, however we are not able to create new custom designed pieces at this time.
WHO MAKES YOUR FURNITURE?
We design all of the pieces in our founding collection. We then partner with best-in-class artisans and makers around the U.S. and in Europe who carefully craft our furniture, lighting and accessories.
SHIPPING & DELIVERY
WHEN WILL I RECEIVE MY ITEM(S)?
The date your item(s) will be received is subject to several factors, including the type of order, the volume of the order, the availability of goods, and the type of delivery method used.
At the time you order is placed, our team will provide an estimated delivery date.
WHAT METHODS OF SHIPPING DO YOU USE?
FedEx is RW GUILD’s preferred shipping carrier, however our shipping/ delivery options are dependent on the type of item(s) ordered.
Orders placed before 2 p.m. ET on business days begin processing on that day; orders placed after 2 p.m. ET begin processing on the next business day, except for weekends and holidays.
HOW ARE SHIPPING COSTS CALCULATED?
Please refer to the table below for details and price caps.
Under $100 $12
$100 - $200 $20
$200.01 - $3,000 10%
WHAT ABOUT ITEMS MARKED AS REQUIRING SPECIAL DELIVERY?
Some items are made to order, and may ship from us or directly from the manufacturer. If you place an order for one or more of these items, we will contact you via email with regard to production and/or shipping.
WHAT ABOUT FEES, TAXES, AND/OR DUTIES FOR INTERNATIONAL ORDERS?
International orders are subject to duties and taxes determined by the country to which they are shipped. These fees are the responsibility of the recipient to pay upon delivery. Orders refused at the point of delivery will incur return shipping charges as well as a restocking fee equivalent to the duties and taxes levied upon the original shipment.
We are required by law to list directly on the package the full retail value of items ordered and contained therein. We cannot mark any package as a gift to avoid customs and duties fees. On rare occasions, customs agents may delay the delivery of, open, and/or examine the contents of packages at their discretion. For more information on customs fees and procedures, please contact your local customs office.
CAN I PICK UP MY ORDER IN–STORE?
Unfortunately, we do not offer this option due to space limitations.
I ORDERED MULTIPLE ITEMS. WILL THEY SHIP SEPARATELY?
We make every attempt to ship your order complete. Should an exception arise, we will reach out to you and make appropriate accommodations.
HOW DO I SCHEDULE A WHITE GLOVE DELIVERY?
Once your order is completed a team member will reach out within 2 business days to discuss your shipping and delivery expectations.
If an order includes a Fed Ex delivery, we will provide tracking information.
For delivery of our larger items, our residential couriers will be in contact with you directly to schedule a delivery appointment. All large items are delivered via white glove residential delivery service.
WHO DO I CONTACT WITH A PACKAGE OR DELIVERY ISSUE?
Please contact our Customer Service team at firstname.lastname@example.org should any issue arise.
WILL MY ITEMS BE DELIVERED ASSEMBLED?
All items will arrive assembled with exceptions on certain larger items. Any light assembly required will be completed by our white glove residential delivery service in your space at time of delivery. All refuse will be taken away once complete.
DO YOU SHIP OVERSEAS?
We ship internationally but please call us to arrange all international orders at 212-852-9099.
CAN I SHIP AN ORDER TO ANOTHER ADDRESS?
Yes, please provide your ship to address at the time of order. You may specify a different billing address at checkout.
DO YOU OFFER A TRADE PROGRAM?
Yes. To learn more about our Trade Program, please see a Sales Associate at 53 Howard Street or email us at email@example.com.