Shipping & Returns

Shipping Information

A Note on Our Shipping Changes

As a small, independently-run business, we have had to make a difficult decision regarding the shipping of certain items. After careful consideration, and due to the complex logistics and costs associated with shipping fragile, heavy, or large furniture pieces, we can no longer offer nationwide shipping for these specific categories.

We understand this is not ideal for our valued customers purchasing these unique items, and we sincerely apologize for any inconvenience this may cause. This change is essential to allow our small business to remain sustainable and continue offering the curated pieces you love.

New Shipping Policy for Fragile, Heavy, and Large Furniture

We will no longer ship fragile, heavy, or large furniture items outside of the local Atlanta area.

For these specific items, we offer two excellent options:

  1. Local Pickup (Free):Items can be picked up for free from our Atlanta area location.We will contact you after purchase to schedule a convenient pickup time.
  2. Local White Glove Delivery Service ($350):We offer a specialized White Glove Delivery Service for a flat fee of $350.This service is available within a 50-mile radius of the greater Atlanta area.White Glove Delivery includes professional handling, placement inside your home, and removal of packaging materials.

Shipping for All Other Items (Standard Goods)

All other non-fragile, non-heavy, and non-furniture items (such as accessories, smaller decor, textiles, etc.) will continue to be shipped across the United States via standard carriers. Shipping rates will be calculated at checkout based on size, weight, and destination.

Questions and Concerns

If you need clarification on how a piece will be delivered, please reach out to our Customer Experience Team at orders@thedesignhousehdc.com with your order number and we will happily assist you. 

Additional Notes on Delivery

Please note that items can only be delivered to the original address specified during the checkout process. To ensure a smooth delivery experience, kindly provide an active phone number and email address during checkout to enable your local delivery agent to arrange a convenient delivery time with you. Heuer Design Collective adheres to a policy of not holding items beyond 5 business days if a delivery has not been scheduled. After this period, the customer assumes responsibility for any storage fees incurred. Please be aware that in such cases, items may be returned by the carrier, and under such circumstances, refunds will be issued in the form of store credit only less return shipping and a 15% restocking fee.

Any damage or loss occurring to items beyond the specified timeframe is not the responsibility of Heuer Design Collective. We appreciate your understanding and cooperation regarding our delivery policy. Should you have any further questions or require assistance, our dedicated Customer Experience Team is ready to assist you.

Damaged Items

If your item arrives damaged, please notate it at the time of delivery on the agent’s Proof of Delivery form. if applicable. Please then contact our Customer Experience Team at orders@thedesignhousehdc.com and we will take care of this issue ASAP. Please include your order number and, where possible, photos of the damage and packaging, to aid our team in best assisting you. 

International or Non-Domestic Orders

Unfortunately, we do not currently ship to Alaska, Hawaii, U.S. territories, or any countries outside of the U.S. Heuer Design Collective is not responsible for any damaged or defective pieces that are shipped to or through a freight forwarding company.

Return Policies

General Policy: All Sales Are Final

Be advised that all sales are considered final and irrevocable. We maintain an uncompromising stance on the quality and description of our products. Due to the specialized nature of our items and logistics, we do not accept returns or exchanges.

  • No General Returns: We do not accommodate "change of mind" or buyer's remorse returns. All items are sold as is once the delivery is accepted.
  • The only exception to this policy is if an item arrives demonstrably damaged, defective, or incorrect. Any such claim must be submitted in writing to orders@thedesignhousehdc.com within 48 hours of documented delivery. Claims are subject to mandatory inspection and our sole discretion.
  • Shipping Fees are Non-Refundable. Original shipping costs are a service rendered and will not be reimbursed under any circumstances.
  • Authorization Required: Any item returned without prior, explicit written authorization from us will be refused and returned to the sender at the sender's expense, or discarded without refund.

Limited Exceptions and Conditions

In the extremely rare event a return is authorized due to a defect:

  • Return Shipping: The customer is solely responsible for arranging and paying all return shipping charges. Returns that arrive with postage due will be categorically refused.
  • Processing Fee: Authorized refunds will be issued to the original method of payment, less the original shipping fee and a mandatory 25% restocking/processing fee.
  • Timeline: Allow a minimum of 10-15 business days from the date the return is received and inspected for any potential refund to be processed.

Specific Product Policy

  • Rugs & Lighting: These items are strictly final sale. Any exception granted for a verifiable defect will be subject to a 25% restocking fee per piece. Items must be unused, uninstalled, and sealed in original, pristine packaging. Customized lighting is an absolute final sale.
  • Mirrors: All mirror sales are final. If a damage claim is authorized, the customer must contact orders@thedesignhousehdc.com immediately to obtain an RMA form and specific return instructions.

Absolute Final Sale Items

The following categories are non-returnable, non-exchangeable, and non-refundable under all circumstances:

  • Artwork
  • Vintage Items
  • All Furniture
  • Custom Upholstery and Made-to-Order Pieces
  • Fabric Swatches
  • All Sale, Clearance