FAQ'S
SITE QUESTIONS & ORDERS
  • IS MY ORDER SECURE?
  • Yes. Our website is designed using SSL technology that encrypts the data you enter so you can shop safely. However, please be aware that no electronic data transmission over the Internet can be guaranteed to be 100% secure, so we cannot guarantee the security of any information sent to us electronically.
  • 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 orders@rwguild.com or call the retail store at 212-852-9099. Please note that if we cannot verify your payment method, or if your payment is declined for any reason, your purchase may be suspended or canceled until you are able to resolve the problem to our satisfaction.
  • WHO SHOULD I CONTACT IF I HAVE A QUESTION ABOUT MY ORDER?
  • Please email us at orders@rwguild.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 FIFTY THREE HOWARD ST for assistance.
  • WHEN DO I PAY FOR MY ORDER?
  • All purchases must be paid in full at the time of order.
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:

    • Furniture
    • Lighting
    • 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
    • Gift cards
    • 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 orders@rwguild.com 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 are not obligated to accept returns of goods damaged during shipping.

    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 orders@rwguild.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. Our sole obligation to you in this event will be to ship you a replacement item at our expense, or refund your order (at our election).
  • WHAT IF I RECEIVE THE INCORRECT ITEM?
  • If you receive an incorrect item, please contact us immediately at orders@rwguild.com. We must be notified within 48 hours of delivery in order to initiate the return process. Our sole obligation to you in this event will be to ship you a replacement item at our expense, or refund your order (at our election).
  • HOW DO I RETURN AN ITEM I RECEIVED AS A GIFT?
  • Items purchased with a gift receipt are subject to the same return policies as standard purchases, but may be accepted for exchange within 30 days of the original purchase date if in new and unused condition and accompanied by a gift receipt.
  • WHAT IS YOUR CANCELLATION POLICY?
  • No cancellations 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 orders@rwguild.com 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 orders@rwguild.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.

    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.

  • WHAT METHODS OF SHIPPING DO YOU USE?
  • FedEx and UPS are RW GUILD’s preferred shipping carrier, however our shipping/ delivery options are dependent on the type of item(s) ordered.

    Shipping is the sole responsibility of the customer, and any issues or damages due to shipping are solely the responsibility of the courier, not RW GUILD.

  • 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.
  • DO I NEED TO BE PRESENT TO ACCEPT DELIVERY?
  • Yes, you are responsible for ensuring that you are present to accept delivery when it arrives. Depending on any special arrangements you may make with the carrier, the carrier may refuse to leave a delivery unless you or your authorized agent are able to sign for it. Delivery charges are not refundable for unsuccessful delivery attempts or for approval deliveries/pick-ups. You are responsible for accepting delivery or arranging pick-up of your item within 30 days of the order being available. After this 30-day period, you agree to pay RW GUILD a 5% storage fee per month for the cost of any and all goods for up to 6 months.
  • 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 orders@rwguild.com 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.
GIFT CARDS
  • DO YOU OFFER GIFT CARDS?
  • Yes. Gift cards are available in-store or you can call us at 212-852-9099.
  • HOW DO I REDEEM A GIFT CARD ONLINE?
  • Simply input the number on the front of the card when you check out.
  • CAN I CHECK THE BALANCE OF MY GIFT CARD?
  • Please call 212-852-9099 to check the balance of your card.
  • CAN I EXCHANGE A GIFT CARD FOR CASH?
  • No.
TRADE PROGRAM
  • DO YOU OFFER A TRADE PROGRAM?
  • Yes. To learn more about our Trade Program, please see a Sales Associate at FIFTY THREE HOWARD ST or email us at trade@rwguild.com.
TERMS OF SALE
  • PURCHASES, RETURNS AND REFUNDS
  • All purchases including taxes and shipping charges must be paid in full at the time of order. We hope you love your purchase, however if you are not satisfied with any goods after receiving them, please contact us at orders@rwguild.com or at 212-852-9099 within 14 days of your purchase. All returns must be received in original condition/packaging. We do not issue refunds, but are happy to provide you with a store credit, less any applicable delivery and pick up fees. Gift receipt exchanges must occur within 30 days from original purchase date. We do not accept cancellations, and items sold “AS IS/FINAL SALE” and other items designated as non-returnable including but not limited to furniture, lighting, art, vintage pieces, customized/design your own items, custom orders, gift cards and items damaged through normal wear and tear.
  • SHIPPING & DELIVERY
  • Roman and Williams Guild arranges shipping on behalf of the customer. All associated shipping costs are the responsibility of the customer. Any issues/damage due to shipping are the responsibility of the shipper, not Roman and Williams Guild. Measurements for the merchandise which is being purchased have been provided. Customer must verify that all items are deliverable into Customer’s residence prior to purchase. Delivery charges are not refundable for unsuccessful attempted deliveries (i.e. customers who are not at delivery address during agreed date/time or for merchandise orders which do not fit into building/residence) or for approval deliveries/pick-ups. Customer agrees to accept delivery or arrange pick up within 30 days of the order being available. After 30 days of the order being available for delivery or pick up, the customer understands and agrees to a 5% storage fee per month for the cost of any and all goods for up to 6 months. Customer is responsible for inspecting all goods upon receipt, and will be deemed to have accepted the shipment unless Roman and Williams Guild is notified of any shipping error within 48 hours of receipt. In the event of an error in shipment, Roman and Williams Guild’s sole obligation will be to accept the return of the item in its original condition/packaging and re-ship the correct item.
  • CHARGES & CREDITS
  • Customer authorizes, understands and agrees that all charges and fees as outlined in the terms of sale will be charged on the credit card provided at time of sale. If at any time your payment method cannot be verified, is invalid, or otherwise is not accepted, your purchase may be suspended or cancelled until you are able to resolve the problem to our satisfaction.
  • MANUFACTURING STANDARDS
  • All products bearing the RW GUILD mark are manufactured, by hand, in strict accordance with the specifications and quality standards provided by RW Guild to each workroom. Products will be free from defects, including defects in materials, workmanship, and design, and are of the highest quality
  • NATURAL MATERIALS
  • All products bearing the RW GUILD mark are derived from natural woods, metals, oils and other materials found in nature and, as such, no two products will be exactly alike. Consequently, RW Guild shall not be responsible to the end user/purchaser for naturally occurring variations in woods, metals dyes or stains and cannot accommodate for irregular conditions (e.g. uneven floors). Small checks and cracks to wood products are natural, and to be expected, as a piece acclimates to its environment. Products should not be installed in areas with exposure to high levels of humidity or high levels of dry air, large temperature fluctuations, or abnormal environmental conditions. Variations in the color, sheen and texture (wrinkling and natural marks) of leather may occur due to small batch dying, tanning processes and natural phenomena.
  • LIVING FINISHES
  • All RW GUILD furniture and lighting products include a living finish and are 100% free from synthetic materials. Without an added protective coating, these materials will age gracefully in their natural state and develop a unique patina over time. While RW GUILD will make every effort to match a finish, no guarantee can be made to match a sample exactly, due to the natural variation and characteristics of the base materials.
  • QUOTES
  • Price as quoted is valid for 30 days from date of issue.

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