What to Expect
Dear DVenegas Designs Customer,
Congratulations on selecting handmade furniture crafted by local artisans. We ask that you read this prior to calling customer service should you have any questions or concerns regarding your order.
We are lucky to have some of the most loyal clients in the business, and many of you are buying the same sectional you grew up with in your parents' house, or expanding an existing dining set from eight to twelve chairs, or designing and furnishing your second home with us. When purchasing beautiful new furniture from DVenegas Designs, we'd like you to remember that each piece of furniture is unique, reflecting the hands of its maker. Items may vary slightly from piece to piece as we do not use CNC machines or prefabricated materials, and most items are not made on a template. Fabric dye lots, hand painted wood finishes, wood grain, and stone color will change over time. Leather wrapped tables and consoles may show seams where they have been hand-applied. These irregularities are what make our furniture special, and differentiate DVenegas Designs from other brands. We urge you to take a look at our showroom samples prior to ordering, as they are an excellent example of our design, quality, and consistency standards. Photographs on the website cannot be relied on as an accurate representation of finishes, as renderings, lighting, and computer screens all impact coloration. If you are concerned about color matching, please request a strike off when placing your order.
It is also imperative to check your invoice and drawing(s) for accuracy before finalizing an order. Because each and every piece is made to order, your invoice is our guide for dimensions, fabrics, finishes, and any other custom details. Double check if you want a California or Eastern King Bed; make sure that ten foot sofa will fit through your door frames, elevators or stair cases; and confirm that the finishes and fabrics listed match the samples you've approved. If you are providing COM fabric, please specify in writing how you would like it handled. We want to make sure you receive exactly what you are expecting!
One of the many perks of buying furniture from DVenegas Designs is that we manufacture everything in Los Angeles, Ca. We don't have to wait on shipping containers from overseas, customs delays, or international supply chain shortages. We are therefore able to offer the shortest lead times of any of our competitors. We offer rush orders with a small markup, upholstery within 6-10 weeks, case goods within 6-10 weeks, and custom items within 6-10 weeks. Please keep in mind that lead times are estimates and not guaranteed and some orders from time to time may experience delays.
When you call DVenegass Designs customer service with a question about your order status or a delivery concern, you are reaching a real person just like you. If you feel you aren't getting an answer quickly enough, or your order is not a priority, please remember that we are a family business with fewer than ten full-time showroom employees. We care about each and every one of you personally!
Unlike many other companies, we do not build the cost of shipping into the price of our furniture. The white glove delivery companies we work with ensure that your beautiful new pieces arrive in your home in the same condition they left Dvenegas Designs. That high level of attention and care - and full replacement value insurance - does come with a certain price tag, but we make sure all our shipping quotes are competitive before passing the cost along to you. Unfortunately, freight damage does sometimes happen, and that is why we work with the best shipping partners, who are 100% responsible for any repairs or replacements. If something arrives in less-than-perfect condition - don't worry! Make sure to take photos and notate them on your delivery paperwork, and we will work with the shipper to get your furniture back to you as quickly as possible.
Something to remember about fine furniture is that it requires care and occasional maintenance. Wood can and will chip if not treated properly, while extreme heat, humidity, or dryness can result in splitting joinery or cracking veneers. Our famously comfortable down-filled upholstery benefits from a bit of settling in immediately after delivery, and should be regularly "fluffed and puffed" to maintain its structure and overall aesthetic. For those of you looking for a more hands-off approach, we recommend using a firmer foam insert and considering our wide array of high-performance fabrics. We have other useful tips and best practices that we would be happy to share with you!
Our products are made to order and the pieces you are ordering are made specifically for you. It is standard practice that custom furniture is non-returnable and non-refundable and this has been our policy since our company’s inception. That said, we won't give up on making sure you are happy with your purchase.
Thank you for your business!