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Frequently Asked Questions

DOES HOMENATURE ACCEPT PAYMENT ARRANGEMENTS?

All purchases must be paid in full.

HOW WILL I BE CHARGED?

Customer authorizes, understands, and agrees that all charges and fees as outlined in the Terms of Sale can be charged on the credit card provided at time of sale.

 

WHAT’S THE POLICY ON STORE CREDIT?

Store credits are valid for use within 1 full year from credit date.

Store credits can only be used by customer whose name appears on the original transaction or account and is not transferable to a 2nd party, with exception for gift purchases.

 

CAN I GET A REFUND?

Return/Cancellation credits will be issued in the form of store credit, less any applicable delivery and pick up fees.

All returns must be received in original condition/packaging and made within 14 days from original purchase.

Delivery charges will not be refunded for returned merchandise. If a customer requires a return- delivery / pick-up the standard delivery fee will apply. Refused orders are subject to return freight & any applicable restocking fees. Delivery charges are not refundable for unsuccessful attempts (i.e. customers who are not at a delivery address during agreed date/time or for merchandise, or for orders which do not fit into building or residence) or for approved/pick-ups.

A gift can be returned for exchange or store credit only.

CAN I RETURN AN ITEM OR FURNITURE?

Items sold “As Is, Floor Sample &/or Final Sale” are not eligible for return. Custom, made-to-order furniture is not eligible for return, cancellation or exchange.

Items sold which are “Special Order” or “Direct Shipped” to customers from Vendors, Suppliers &/or Workrooms are not eligible for return, cancellation or exchange.

Vintage merchandise is not eligible for return and is sold “as-is.” Please carefully inspect vintage items prior to purchasing.

Homenature nature is not eligible for return and is sold “as-is.”

All one-of-a-kind items are non-refundable and is sold “as-is” once purchased. These items are unique and may have eccentric markings of natural products.

CAN I CANCEL A CUSTOM ORDER?

You will have 48 hours from the time a custom order is placed to cancel it. After 48 hours, the order is considered a final sale and cannot be refunded.

 

CAN I RESERVE AN ITEM?

Homenature does not allow items to be on-hold or reserved.

 

CAN I GET MERCHANDISE ON APPROVAL?

Merchandise is allowed on approval for 1 business day. Merchandise on approval not returned within 1 business day will be automatically charged to the credit card listed, in full, with any associated delivery fees at the end of the following business day.

 

HOW LONG ARE MERCHANDISE QUOTES VALID?

Unless otherwise noted, pricing is valid for 30 days on merchandise quotes.

 

WHAT’S THE LEAD TIME FOR SPECIAL ORDERS?

Lead times quoted at the time of purchase are estimates only and may vary due to unforeseen circumstances. Therefore lead/delivery times are not guaranteed and do not qualify as a reason for a return, cancellation or exchange.

Delays such as defective fabric (in-stock or COM) may affect lead-time. If an issue should arise with the fabric of choice – please be advised that the lead time is subject to change.

Occasionally, fabric delays are unavoidable based on stock levels & backorders, Homenature will contact the customer should an issue arise.

 

WHO WILL MEASURE MY FURNITURE AND SPACE?

Customer or Customer representative is responsible to ensure all furniture fits when being delivered prior to purchase. Homenature bears no responsibility with regard to measuring or whether an item will fit.

Large items and fragile pieces will require extra packing materials to pad and protect the merchandise. Please consider this when measuring the spaces merchandise must pass through during delivery.

Prior or at the time of delivery, there are independent furniture companies that can disassemble and reassemble service to ensure your furniture fits. Homenature is not liable for any changes or damages incurred as a result of this action.  

WILL I GET ORDER UPDATES?

Yes, Homenature will send you progress updates on your custom order. Please feel free to reach out if you have any questions. A friendly reminder: it takes time and expertise to create a quality custom order (up to 12-16 weeks) but we will be in touch during this process.

 

WHO WILL DELIVER MY PURCHASE?

Homenature provides delivery of merchandise through different third-party delivery services. Homenature is only a facilitator between the customer purchasing the merchandise and the delivery service being used. Homenature is not an agent for either and has no liability with respect to the delivery service. However, in the event an item arrives damaged or incorrect, Homenature will assist to coordinate repair or a replacement, credit or refund based on circumstances.

White Glove Delivery service will deliver to the area of your choice and remove packing materials. The delivery service will call the day before the specified delivery date with a time frame. We cannot take requests for specific times for deliveries.

An extra free will be applied for walk-up deliveries.

For Drop Ship Orders, removal of shipping materials is the responsibility of the customer. Please take extra caution when using sharp, cutting instruments as this may damage upholstery or scratch surfaces.

Depending on the items purchased and the delivery methods available for each item, an order could be delivered in multiple shipments.

Curbside Freight Delivery will be delivered to a garage, porch or curbside. Delivery does not include the set-up or re-installation of any electrical equipment or home electronics, or any component, electrical hookup. Delivery does not include any assembly or the removal of shipping material such as wooden pallets, plastic wrap or boxes.

Customers must sign a “Proof of Delivery Note” that ensures that all goods have been inspected prior to signing and were received in good condition. Should any merchandise arrive damaged - it MUST be noted on the proof of delivery note. Once the “Proof of “Delivery Note” has been signed stating the merchandise arrived in good condition, Homenature will not be responsible for any repairs, replacements, exchanges or returns of any kind. It is the customer or customer’s receiving person’s responsibility to inspect each item thoroughly at the time of delivery and notate any irregularities. Issues found after the delivery service has left will be the responsibility of the customer.

Customers may arrange their own pick-up, using their choice of delivery service or personally coming in to pick-up items. Pick-up option does not apply to custom orders or items that are for drop-ship.

 

DO I NEED A CERTIFICATE OF INSURANCE (COI)?

Most residential buildings in New York require a Certificate of Insurance prior to delivery. Please inform your building administration that you’re expecting a large delivery. A COI will be issued by the building and sent to the delivery company. This must be presented by the delivery company on the specified date. Expect an additional fee for a COI. Failure to present a COI may prevent the delivery to be completed.

 

CAN I POSTPONE DELIVERY?

Customer agrees to accept delivery or arrange a pickup 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 retail cost of any and all goods for 6 months.

After 6 months, the order will be deemed canceled and you will be responsible for any applicable cancellation and storage fees.

 

WHAT IF MY FURNITURE OR AN ITEM IS RECEIVED DAMAGED?

Take pictures of the merchandise received.

Make notes on the Bill of Lading (BOL) at the time of delivery.

Homenature and the delivery company reserve the right to repair any item or items that can be repaired Contact customer service at 212-675-4663 with your purchase order number and delivery information.

 

WHY DOES MY NEW UPHOLSTERY LOOK DIFFERENT?

When you receive your new sofa or chair, please be aware that the cushions need time to relax and fill out. It is standard practice for shippers to stand furniture on its end for transport. This allows for more room on their truck. During this process the cushions can settle or be compressed because it’s stacked this way for several days at a time. “White Glove” delivery companies manage the cushions during delivery but additional fluffing after delivery is needed. It may help to pick-up cushions by the corners, flip and let drop to help restore shape. We use 200-thread count down resistant ticking on all our sofa cushions and pillows. It is normal, even after some amount of time, to have some feather quills make their way through this ticking.

Please feel free to reach out to your sales associate to give you some tips on how to fluff your new sofa, if needed.

 

WHAT IS THE SHIPPING TIME FOR IN-STOCK & CUSTOM ORDERS?

For in-stock items, delivery time depends on the third-party service selected by the customer and the type of delivery (UPS, FEDEX, or private delivery service). Fees will vary.

For custom upholstery after the item is picked up from the workroom, delivery time to most destinations within the US is 7-10 business days. Some harder to reach destinations may take longer and delivery fees will vary.
Shipping time for drop-ship items vary depending on stock availability.

 

CAN I CANCEL AN ORDER?

You will have 48 hours from the time a custom order is placed to cancel it. After 48 hours, the order is considered a final sale and cannot be refunded.

 

CAN I HAVE GIFT CARDS SENT?

Gift cards can be mailed only to U.S. addresses and are sent via USPS certified mail.

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