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COVID-19 Appointment FAQs

Can I schedule a same-day appointment?

We are requiring 48 hour notice in order to schedule an appointment so that we have the appropriate time to receive your health questionnaire, and our design specialists can be prepared to meet with you to have the most meaningful appointment that we can.

I don’t feel comfortable disclosing any health information to you. Can I come for my appointment and wear a mask?

See below.

I don’t want you to take my temperature when I arrive. Can we skip that if I fill out the health questionnaire?

We have enacted both of these measures as safety precautions for both our employees and our customers. Currently, both of these steps are required in order to confirm an in-person appointment. We are only using this information as a preventative measure during the COVID-19 pandemic and will not store or use your information in any way. You can read more on our Privacy Policy page.

If you are uncomfortable providing health information, we also offer virtual appointments with our design specialists via Zoom or FaceTime. Our design specialists have been working with virtual clients since we were founded, and are uniquely equipped to ensure that you are 100% comfortable with your piece, even if you aren’t able to see us in person.

How can I be sure the Guideshop is safe when others are coming in for appointments as well? How are you disinfecting the space?

We are requiring all individuals in the Guideshop to wear a face mask, answer a health questionnaire 48 hours in advance, use a digital thermometer upon arrival, and keep a six feet distance at all times. We will also regularly disinfect commonly touched surfaces. The health and safety of our employees and our clients is our number one priority, which is why we are only allowing a certain number of appointments per day with frequent professional cleaning of the space.

Note that we will not offer beverages or bathroom access during appointments.

Can I bring others with me to the appointment?

Unfortunately, we are only allowing no more than two individuals who live together to attend the same appointment. In order to ensure that our employees and our customers are as safe as possible while in our Guideshop, we will be asking all attendees to complete the health questionnaire. We will be happy to call that individual via Zoom during your appointment so that we can ensure the best possible experience for you.

Is it safe to sit on the furniture?

Yes! Each sitting area will be covered with protective paper so that you can get a feel of our pieces in person. We will replace all paper coverings for each appointment.

Can I bring my kids to the appointment with me?

Normally, we would love for you to bring the whole family to test out our kid- and pet-friendly offerings. Right now, we ask that appointments consist of no more than two adults from the same household in order to maintain a safe environment for everyone. We understand that not everyone is able to make that work, and if that includes you, we are more than happy to set up a Zoom or FaceTime appointment for an in-depth walkthrough of our Guideshop and products.

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FAQ

FAQ

COVID-19 Delivery Updates

For upholstered items, you may opt for an in-home delivery or a boxed delivery at your front door. Currently, in-home deliveries are only available in select cities. Please contact ID to confirm if your city allows in-home deliveries. We require all in-home delivery teams to wear gloves and booties. If our team is unable to wear face masks due to limited availability, we’ll let you know.

All coffee and side tables (unless purchased with an upholstered item), as well as rugs, will be delivered at your front door. Note: because of safety restrictions in San Francisco, Kansas City, and Tampa, our team will not be able to enter lobbies of apartment buildings.

Not ready for delivery? We’ll store your order, free of charge, until July 31 as we continue to monitor shelter in place guidelines. Contact us for more information.

COVID-19 Appointment FAQs

Can I schedule a same-day appointment?

We are requiring 48 hour notice in order to schedule an appointment so that we have the appropriate time to receive your health questionnaire, and our design specialists can be prepared to meet with you to have the most meaningful appointment that we can.

I don’t feel comfortable disclosing any health information to you. Can I come for my appointment and wear a mask?

See below.

I don’t want you to take my temperature when I arrive. Can we skip that if I fill out the health questionnaire?

We have enacted both of these measures as safety precautions for both our employees and our customers. Currently, both of these steps are required in order to confirm an in-person appointment. We are only using this information as a preventative measure during the COVID-19 pandemic and will not store or use your information in any way. You can read more on our Privacy Policy page.

If you are uncomfortable providing health information, we also offer virtual appointments with our design specialists via Zoom or FaceTime. Our design specialists have been working with virtual clients since we were founded, and are uniquely equipped to ensure that you are 100% comfortable with your piece, even if you aren’t able to see us in person.

How can I be sure the Guideshop is safe when others are coming in for appointments as well? How are you disinfecting the space?

We are requiring all individuals in the Guideshop to wear a face mask, answer a health questionnaire 48 hours in advance, use a digital thermometer upon arrival, and keep a six feet distance at all times. We will also regularly disinfect commonly touched surfaces. The health and safety of our employees and our clients is our number one priority, which is why we are only allowing a certain number of appointments per day with frequent professional cleaning of the space.

Note that we will not offer beverages or bathroom access during appointments.

I’m bringing someone who does not live with me to the appointment to help me make the final decision. Is that okay?

Unfortunately, we are only allowing individuals who live together to attend the same appointment. In order to ensure that our employees and our customers are as safe as possible while in our Guideshop, we will be asking all attendees to complete the health questionnaire. We will be happy to call that individual via Zoom during your appointment so that we can ensure the best possible experience for you.

Is it safe to sit on the furniture?

Yes! Each sitting area will be covered with protective paper so that you can get a feel of our pieces in person. We will replace all paper coverings for each appointment.

Can I bring my kids to the appointment with me?

Normally, we would love for you to bring the whole family to test out our kid- and pet-friendly offerings. Right now, we ask that appointments consist of no more than two adults from the same household in order to maintain a safe environment for everyone. We understand that not everyone is able to make that work, and if that includes you, we are more than happy to set up a Zoom or FaceTime appointment for an in-depth walkthrough of our Guideshop and products.

Shipping and Delivery

What is included in delivery?

All upholstered items will receive in-home delivery service for a flat rate of $149. With this service, the delivery team will carry your order into your home, unwrap, and assemble (when applicable). They will also clean up any packaging when they are done.

When purchased alone, all coffee tables, side tables, and rugs will receive threshold delivery (with the exclusion of the Devon Coffee Table). Delivery fees for coffee tables, side tables, and rugs start at $49 for orders below $499, $79 for orders between $500-$999, and $149 for orders over $1,000. If tables are purchased with upholstered items, they will be delivered together with in-home delivery service for $149.

All rugs will be delivered separately via threshold delivery (for $149 when purchased with upholstered items).

How long will it take to receive my order?

All items are made to order, meaning your piece is individually built for you after your order is placed. Pieces are typically delivered within 8 to 12 weeks.* Variances in lead times depend on production and cannot be rush shipped. Once your piece ships, a delivery date will be determined. Learn more about our process.

*For orders placed starting June 16, 2020, lead times are 10-14 weeks. Chat with us for more information.

When should I place my order by in order to receive it before the holidays?

To ensure delivery in time for the Thanksgiving holiday, place your order by Wednesday, August 19, 2020. Please note that all items in your order must have a fabric and leg selection submitted by the cutoff date in order to guarantee delivery.

Do you deliver during the evenings or on weekends?

The delivery team schedules deliveries Monday - Friday 9am - 5pm local time. Please call us at 872-802-4119 to inquire or set up your delivery online.

How do I pick my delivery date?

You will receive email updates throughout the fulfillment process, including a tracking number once your order leaves our Los Angeles distribution center. You are able to schedule your delivery through our email or click here.

How do I track my order?

You will receive email updates throughout the fulfillment process, including a tracking number once your order leaves our Los Angeles distribution center. Feel free to contact us at any point along the way. If you’ve registered on the site, you can also log in to receive the latest updates.

Do you ship outside the contiguous U.S.?

We do! We can coordinate shipping outside the 48 contiguous United States, including, but not limited to, Canada, Alaska, and Hawaii.

As much as we’d like to prevent it, please note that additional shipping and brokerage fees may apply. As a result, orders shipped outside the contiguous U. S. are not eligible for returns except where damages or defects apply. In addition, it can take a few weeks longer for your order to arrive.

To learn more about shipping outside the contiguous U. S., please call us at 872-802-4119

What fees apply when shipping to Canada?

The additional flat rate cost to ship to the major metropolitan areas in Canada is $679. This includes customs, brokerage charges, and in-home delivery. Alternatively, if you would prefer it, we can coordinate delivery to your preferred freight forwarding service. Our unlimited flat rate delivery does not apply in this case, and you will be responsible for paying for freight forwarding services.

If you live outside of the major metropolitan areas in Canada, we can coordinate delivery to your preferred freight forwarding service. Again, in this case, our unlimited flat rate delivery does not apply and you will be responsible for paying for freight forwarding services.

Due to the customs and delivery charges, Canadian orders are not eligible for returns except where damages or defects apply. In addition, please note that it can take a few weeks longer for your order to arrive.

To learn more about shipping outside the contiguous U. S., please call us at 872-802-4119

What fees apply when shipping to Alaska or Hawaii?

To ship to Alaska or Hawaii, we will coordinate delivery to your preferred freight forwarding service. Our unlimited flat rate delivery does not apply in this case, and you will be responsible for paying for freight forwarding services.

Due to additional delivery charges, orders being forwarded to Alaska or Hawaii are not eligible for returns except where damages or defects apply. In addition, please note that it can take a few weeks longer for your order to arrive.

To learn more about shipping outside the contiguous U. S., please call us at 872-802-4119

Quick Ship

Is there any way to get an order faster than 8 to 12 weeks?

We have some of our most popular combinations for sale on our Quick Ship page. While this option does not permit you to customize your piece, it does enable you to get it faster.

Furthermore, we have additional inventory only available through our Design Specialists.

Call us at 872-802-4119 or email at support@interiordefine.com to learn more about all of our Quick Ship options.

Returns

What is your policy for returns?

For more information - see our policies on our Shipping & Returns page here.

Exchanges

What is your policy for reorders and exchanges?

For more information - see our policies on our Shipping & Returns page here.

Swatches

Can I order a swatch?

We encourage you to order free swatches! Order swatches online and select the swatches you would like to receive. We will mail them to you free of charge, typically within 5 business days. We offer swatches of all of our fabric and leather options.

You can also order swatches by clicking “Order Free Swatches” on each product page.

Why are certain fabrics available on some designs, but not others?

Most of our fabric options are available on all designs in our assortment. On a select few designs, we have limited the set of available fabrics based on our experience of the materials that wear best on the specific piece. With that said, if there is a fabric in our assortment that is not available on the sofa or chair you are considering, please give us a call and we will be happy to recommend an option.

Can I place an order for fabric only?

With the exception of our free swatches—which we're always happy to send to you—we don't offer our fabrics a la carte. We also aren't able to re-upholster your existing pieces of furniture. The best way to get our fabrics into your home? Order a new piece of upholstered Interior Define furniture.

Construction & Care

How do I care for my sofa, chair, bed, or dining table?

See our full Construction & Care guide.

How are your products made?

Learn about the construction and care that goes into each of our products.

What does your 10-year warranty cover?

Interior Define guarantees that the frame and suspension system of its sofas and chairs will be free from manufacturer’s defects for up to 10 years. This is applicable to the original owner and original delivery address only. This includes structural damages, but not damages from use. Modifications made to the structure by the customer, including installation of third party legs, waives this guarantee.

Buy Now, Decide Later

Our Buy Now, Decide Later option allows you to order the configuration of your choice while you wait for your fabric swatches to arrive. Simply select the blue "Decide Later" option in the fabric menu on the product page. Once your swatches arrive, you have 30 days to select a fabric.

Please note that all items in your order must have a fabric and leg selection submitted in order for production to begin.

Customization

Can I reverse the direction of my sectional?

Yes! All sectionals can be reversed. In other words, a chaise or L piece can be built on the opposite side at no additional charge. On most products, this option is listed as a separate configuration in the “other configurations” section directly below the gallery of images of the main product. If the reverse configuration is not listed as an option, please contact us and we’ll be happy to help you complete your request.

Can I order a different size or color?

Absolutely! All products are available in different colors and (most) are available in custom dimensions or custom configurations. You can view customization options on the product page for each item. However, if you do not see the option you are looking for, please contact us.

To learn more about customizing products, simply call 872-802-4119. Our team members are excited to help you select the perfect piece.

Legs, Throw Pillows, & Ottomans

Can I return my extra set of legs?

Extra sets of legs are final sale.

Can I return my throw pillows?

Throw pillows can only be returned if you are also returning a custom sofa, sectional, chair, or bed. Otherwise, throw pillows are considered final sale.

Can I order just throw pillows?

Throw pillows cannot be purchased alone, but only in addition to a new sofa, chair, sectional, or bed order. Our goal is to offer handcrafted, custom pillows (and furniture) at competitive prices. In order to do this, we ship your pillows with your piece, reducing overall costs.

I purchased an ID piece in the past—can I get throw pillows now?

Throw pillows can only be added to new orders. Again, this is to reduce shipping costs and keep prices low.

Can I order just an ottoman?

Yes, visit our ottoman category page.

Pricing & Financing

What are your shipping costs?

All upholstered items receive in-home delivery service for a flat rate of $149. If a table or rug is purchased with an upholstered item, the delivery fee remains $149.

For all non-upholstery items (tables and rugs), pricing is as follows:

  • Orders below $499: $49
  • Orders between $500-$999: $79
  • Orders above $1,000: $149

Are Interior Define’s prices an indicator of lesser quality?

Absolutely not.

After carefully constructing, thoroughly inspecting, and meticulously packaging each product, we ship directly to you. Each piece is made-to-order, which eliminates expensive warehousing and product inventory costs.

In addition to direct sourcing, we maintain an efficient cost structure, with selective Guideshop locations that enable you to physically interact with our products and customization options.

This means we can deliver high-quality, customized pieces at exceptionally competitive prices. We back this up with a 60-day return policy. Please see our return policy here.

What is Affirm financing?

Interior Define has partnered with Affirm to offer our customers a quick and easy way to apply for financing terms. With Affirm, you can purchase the sofa you want today and pay for it over time. Learn more about Affirm.

Augmented Reality for Web

What is Web-Based Augmented Reality?

ID AR for Web allows you to place 3D objects in the real world. This means you can visualize our products in your space right from your iOS device’s Safari browser without having to download a separate app. When activated, the camera on your iPhone or iPad scans your floor and then places your chosen product in your room as if it were really there. You’ll be able to walk around it to see every detail from all angles.

How can I use ID AR for Web?

Simply visit one of the product pages via Safari on your Apple device (iPhone or iPad) running iOS 12. Tap the AR button labeled “3D Room View” to the top right of the main product image to start the experience. You’ll be able to view a 3D version of each product in any of our fabrics. Once you have placed a product in your space, share images with your friends and family.

Which products are currently viewable using ID AR for Web?

A select number of our products have been enabled for augmented reality. It is currently available on our Jason Wu, Asher, Caitlin, Charly, and Sloan products.

Augmented Reality iOS App

What is the Interior Define App?

Like our AR for Web experience (info above), our augmented reality app for iOS allows you to see how our custom sofas, beds, and chairs will fit in your space. Imagine putting a virtual sofa in your room and walking around it to see every detail from all angles. The app also allows you to place multiple pieces in your room at the same time and change their fabrics in real time.

How can I get the Interior Define App?

Simply visit the App Store.

What iPhone and iPad models do you support?

We currently offer our app for iPhone 6s and later, iPad Pro (9.7, 10.5 or 12.9) – both first-gen, 2nd-gen, and 3rd-gen and iPad (2017).

Why don’t you support Android?

Though we’re currently focused on creating and refining our AR app for iOS, Android will come soon. Stay tuned for updates.

Why do you need access to my camera?

Having access to your camera allows the app to render products in 3D in the space in front of you. If at any time you wish to remove access to your camera, go to Settings > Privacy > Camera > Interior Define and then switch the toggle back.

I'm scanning the floor but nothing is happening.

Make sure you’re in a well-lit and open area. Point your camera down at the floor and move it in a slow, circular motion. Sometimes there may be a delay while a rendering loads. To minimize this, ensure you have a stable WiFi or cellular connection. Also ensure your iOS and Interior Define app are up to date.

Why is my piece not sitting properly in my room?

AR technology scans your space and looks for flat surfaces. If your room is not well lit, or you scanned a flat surface that was not the floor itself, this could cause your piece to look like it is floating or not sitting correctly on the actual floor. If this is the case, navigate to the “Help (?)” menu and tap “re-scan.”

What’s the best way to view visualize fabric colors?

Fabric colors may vary based on your device and settings as well as the lighting in your home. To view the most accurate color, we encourage you to order our free fabric samples and view them in your home.

Why can’t I see more sizes or change legs?

We’re excited to offer the ability to visualize default-size products in our 80+ fabrics and leathers in this inaugural version of our AR app. We’re actively working on updates to include different size and leg options. Keep your app updated to ensure you’re enjoying the most current features.

Can I shop from the app?

Yes, you can buy items from your Wish List. Clicking “Buy” will take you to our website via an in-app browser, allowing you to complete the customization of your piece and check out.

I have a question not covered here.

We’re happy to help! Email us at support@interiordefine.com.

Trade Professionals

Do you offer any special options for the trade?

Learn about our trade program.