How do I order something?
We accept orders in person, at any of our showrooms, and over the phone. We do not currently offer e-commerce solutions simply because we want to speak with our customers about their order and we want to make sure that the furniture we make for them will be everything they want it to be.
How do I make a payment?
We accept Visa, Mastercard, American Express, and Discover cards, as well as cash or personal checks. We will typically bill half of the purchase price when you place the order, and the balance when the order ships out of our workshop.
What are the ‘Work Order Approval’ terms & conditions?
of Iron & Oak makes custom made furniture from scratch. This means that we can tweak a lot of details, from big choices like the leather or fabric of your choice, to smaller details like nailhead color or leg stain. This also means that the Work Order a customer receives before we start construction on their piece needs to be looked over carefully by them to ensure that there are no changes or corrections that need to be made, and that the customer needs to sign off on their approval to get the work started. Any changes the customer wishes to apply to the piece after their approval and construction has started may be subject to additional fees. Customer error in selecting options will not be considered nonconforming goods, and may not be eligible for refund or return.
Can I make any changes after I approve the Work Order?
Certain changes may be easy to accommodate, others less so. As such every change for any project will be taken on a case by case basis. In the event that your changes may require a surcharge in either materials, labor, or logistics, you will be notified before any charges are made.
Is there any variation in the products your produce?
Our items are hand-made by skilled craftsman and there can be variations in sizes up to three inches, variations dye lots from the manufacturers of hides and fabrics, variations in textures and finishes vary from hide to hide as well. This is what makes each item special. This is not considered a defect and the item cannot be returned for this reason, except under the terms of our Cancellation Policy.
I found one of your discontinued styles on your gallery, Facebook, Pinterest, or my friend’s living room. Can you still make it?
We have an ever growing variety of styles to choose from, and sometimes our catalog changes or updates to the point that old styles must be retired for any number of reasons. Details in construction may change over time, stresses on supply chains may make necessary materials hard to come by, or the steady progress of interior design trends may prompt a style to be retired or discontinued. In those cases, it is unlikely we’ll be able to produce another piece for your project without considering it a truly custom project outside of the usual level of customization we can provide to any of our standard styles.
How do you deliver?
Your furniture is will be shipped using White Glove Delivery. In every case our objective is to safely delivery your item into your home. Carrier delivery agents will unload and place items in the room of your choice. White Glove service generally includes unpacking, removal/disposal of packing materials and transporting your order up or down a maximum of one flight of stairs. In some cases you may need to arrange for the manager of your building or similar representative of the building to be on site. In this case any fees associated with the hiring of this person will be the responsibility of the purchaser. There may also be cases if you reside in a building where the insurance requirements of your building will exceed the insurance limits of our carriers. In this case you may have to pay for the additional insurance assuming it is offered by the delivery company. The delivery service may charge a surcharge for any delivery involving more than two flights of stairs, over 20 steps. This is generally at the discretion of the driver. Unless agreed to in advance, and in writing, delivery charges are not included in our pricing.
How long does delivery take?
As soon as your order is complete we will have the furniture picked up by the delivery company. The company will get in touch with you within a few days to collect the delivery fee and let you know when to expect delivery. Delivery time depends on where you live in the country and when they next have a truck ready to roll to that area. Typical time frames range from 3-6 weeks for major east coast destinations such as Florida or New York or even Dallas. It can take 4-8 weeks for west coast deliveries such as Los Angles, New Mexico or San Francisco. Locations in the middle of the country that do not get a lot of delivery traffic may take longer.
We have carefully selected our manufacturers as manufacturers that can deliver without lengthy delays, but on occasion an item is delayed, or backordered, or you may live in a remote area. Please be patient we will do our best to deliver your furniture as quickly as possible. At the time of order please contact us for your expected delivery time. All delivery times are estimates and are not guaranteed.
Are there any other options for delivery?
If speed is needed, we are able to ship furniture using overland freight services. This service allows us to get the furniture to its destination within a week for most locations. The drawback is that this service is more expensive and will generally not allow for delivery into your home so you will need to make arrangements to unpack the furniture and carry it inside.
How do you calculate shipping charges?
Shipping charges are calculated by weight and then multiplied by a cost factor depending on what state you live in. Generally speaking, the further you live from North Carolina, the higher the cost.
Do you offer Home Delivery to Distant or Remote Locations?
There are certain locations in the contiguous United states where their can be delivery delays due to the fact that the home delivery companies do not deliver to these areas on as a frequent a basis (such as Idaho, Montana, North Dakota, South Dakota, Wyoming and along the Canadian border) and there may be an additional cost.
Do you offer Curbside Deliveries?
We’d strongly encourage our clients to have their pieces delivered by White Glove professionals for safety reasons. However, we offer Curbside Delivery for corporate clients, designers, remote locations, and addresses outside of the contiguous United States. A Curbside Delivery is typically brought to an area near your home. You are responsible for unpacking the furniture and getting it safely and without damage into your home. With a Curbside delivery, grab a few of your strongest friends. The shipping weight can be well over 200lbs and quite large.
Upon delivery, the driver will give you a receipt to sign. You must closely inspect the furniture and note on the delivery receipt any damage. This is very important should there be any damage. Sign and date the receipt with “Subject to Inspection.” You will have 48 hours to report any concealed damages to the of Iron & Oak office. IF THERE IS SERIOUS DAMAGE FROM SHIPPING i.e.: THE FRAME IS BROKEN, RIP IN THE FABRIC AND OR LEATHER ON THE BODY OF THE FURNITURE – REFUSE THE SHIPMENT.
VERY IMPORTANT: Do not sign for your shipment until you have thoroughly inspected the exterior for any damages. OF IRON & OAK/SHIPPER/DELIVERY CREW ARE NOT RESPONSIBLE FOR ITEMS THAT ARE NOT SIGNED FOR AS DAMAGED UPON ARRIVAL. OF IRON & OAK cannot honor any claims of damages if damages are not noted on the delivery receipt and CONCEALED DAMAGES ARE NOT REPORTED TO OF IRON & OAK IN THE ALOTED TIME FRAME.
OF IRON & OAK CANNOT BE HELD RESPONSIBLE FOR DAMAGE TO THE FURNITURE WHILE YOU ARE MOVING IT. Should you damage the furniture while moving it, we will do our best to help you find repair services within the Continental United States.
Is furniture inspection required upon delivery?
Make sure before you sign for your furniture that you have inspected it for damages or any defects in craftsmanship. By signing for your furniture you agree that your furniture arrived in new retail condition with no damages. If there are damages you must file a Damage Claim with the shipper immediately and contact us at 732.400.1962. There will be no exceptions to this policy.
When the furniture is delivered it is your obligation to inspect the furniture for any material defects that could reasonably be discovered by a visual inspection. If there are material defects of such consequence that they might cause you to return the furniture, you should refuse the delivery and we will have it brought back to our location for expedited repair or replacement at our expense. If there is a defect in a cushion or pillow cover, such issues can be handled without the necessity to refuse the entire furniture piece. If there are minor issues, such as missing nail head trim for example, we can often arrange to have a local upholstery shop make the repair.
If there is any damage noted on the furniture at time of delivery it is likely to have occurred in transportation and it is your obligation to bring the damage to the attention of the driver as the delivery company will take responsibility for coordinating the repair, whether on your location, by mailing cushion or pillow covers, or by bringing the item back to our facility.
What if I cannot be home for my delivery?
If you cannot be home for your delivery and you appoint another person to represent you please be advised that this person, no matter who it is, will become your authorized representative signing your Bill of Lading on your behalf.
Do you offer Customer Factory Pick-Up?
Should you decide to pickup your furniture directly from the factory here are the rules that apply. First and foremost, the furniture picked up at the factory may require some assembly. Our customer service team will be able to tell you if assembly is required. –
What is your Customer Pick-Up Policy?
Buyer accepts complete responsibility for the safe transport of their merchandise and agrees to of Iron & Oak’s Customer Pick-Up Policy.
If you have subcontracted another party to pick up your furniture, you must let us know in advance and in writing the parties Company name or individual name(s) of who are picking up the furniture, otherwise we will not release it. Please have your original sales order number along with a photo ID.
Please make sure your vehicle can accommodate your purchase for pick up. If you need dimensions of your piece, our online sales team is happy to help! For insurance purposes, we are unable to help secure your merchandise. It is the customer’s responsibility for securing their load. Before leaving, please make sure your load is safe and secure. Once the merchandise leaves of Iron & Oak’s loading dock the safety of your load becomes the liability of the customer or the company you may have hired to pick up your furniture.
of Iron & Oak will not allow the furniture to be loaded into any vehicle we deem unsafe to transport your purchased furniture. Purchaser accepts complete responsibility for the safe packing, transport, storage and installation of their furniture and agrees to hold of Iron & Oak, its employees, and/or agents harmless in the event that any accident, injury or damages result in the transport / installation of the above described merchandise subsequent to the purchase notwithstanding the fact that of Iron & Oak, its employees, and/or agents may have assisted in loading, tying down, and/or fastening the above described merchandise to your vehicle.
For your safety and the safety of others traveling around you, we are unable to load, or allow you to load, any item of furniture on top of your vehicle. Should you decide to do so, you act on your own peril and acknowledge that of Iron & Oak has advised against this. If for any reason you are concerned about the safety of your load, please inform our warehouse team that you wish for us to schedule your of Iron & Oak Delivery.
What is your Warranty Policy?
We stand behind the materials and workmanship of our sofas, loveseats, chairs, sectionals and other pieces of furniture, if, when delivered, it is defective in construction or workmanship, in any way, we will repair or replace the defective piece at our expense. Additionally we warrant the standard sofa frame & springs against failure for as long as you own the furniture (and reside in the continental United States), as long as you’re using the piece as intended.
Depending on the nature of the repair or replacement, we may request from you some minor assistance including, but not limited to, packing or preparing affected items for shipment, making yourself or a representative available for shippers to retrieve affected items, minor adjustments to materials or pieces, and other related assistance. All assistance requests will be made in good faith and every reasonable attempt to minimize the need for your assistance will be made before any required assistance is requested. We know we will do our best to rectify the situation that has lead to the repair or replacement of your piece, and we know that working together with you is the best way to ensure a swift and manageable rectification. Teamwork makes the dream work!
Just like the buttons that might fall off your shirt, our buttons used in tufting are easily replaced and therefore not covered by warranty. If given a long enough time frame, common wear-and-tear may pop any button off of a tufted piece, and replacing buttons is considered a usual (if infrequent) part of the maintenance of your piece. Tufting needle kits are readily available online, and you can contact us for tips and DIY solutions.
Each of our pieces upholstered in any of our leather options are made with hand-selected high quality leathers. Being a natural product, is subject to variation from hide to hide. Healed scars, marks, brands, and other characteristics may be present, colors may vary by dye lot and the color of finished pieces may naturally shift over time. These are not flaws. These are characteristics of well-tanned leather and assure the richness, good looks, and durability you can expect from genuine leather products.
The whole construction of the piece, including seams, materials, and other elements of the build are covered by our warranty for up to 12 months of standard everyday use barring neglect, abuse, & acts of God.
Many third party companies will try and sell you conditioners, cleaners, and other products promising that their goods are safe and effective on your pieces. of Iron & Oak does not stand by these third party claims, and instead will always defer to the care instructions of the actual suppliers of our upholstery options. Third party cleaning products, leather conditioners, and DIY furniture restoration products are an unregulated industry and will often exaggerate the safety and effectiveness of their products in order to sell you a product, regardless of whether or not that product is actually safe or effective. Instead, we recognize the expertise of our suppliers and will always err on the side of caution, requesting you follow their specific care instructions and not the advice of strangers on the internet or As-Seen-On-TV advertisements. In addition to being ineffective, such products can result in damages that will void the aforementioned warranty.
Warranty does not extend to international orders and all warranties are voided if your piece ever leaves the continental United States at any time.
What is your Return Policy?
On a case by case basis, if your furniture was ordered in a standard size, and in a standard fabric or leather and trim, we will accept returns with a full refund of the purchase price (less a 25% restocking fee) provided that you notify us, in writing, of your intent to return the furniture within 5 days of the delivery of the furniture. You will be responsible for the return shipping charges. The furniture must be returned in pristine/new condition and you will be responsible for any damage or wear to the furniture while it was in your possession. Refunds will be processed immediately upon our receipt of the returned furniture. The delivery charges are paid directly to the delivery company and we cannot refund the shipping charges on refused orders.
What is Considered a non-standard size, fabric, leather, or trim?
Unless otherwise specified before purchase, pieces are not considered conforming to standard sizes, fabrics, leathers, or trim include, but not are limited to, pieces with seat or back cushion sizes that vary across the piece, plaid or patterned fabrics, embossed or embellished leathers, unique material, color, & style combinations, bespoke sizing, and other uncommon design decisions.
What about pieces made from the Customer’s Own Material (COM)?
The above, notwithstanding, unless agreed to at the time of the order, we cannot accept returns or provide refunds for Custom Leather or Fabric or COM items. “Custom Leather or Fabric or COM” is defined as any leather or fabric which is 1) provided by the customer or 2) is a leather or fabric not shown as an option on this website at the time of order.
What about Special CUSTOM Orders?
Almost everything crafted by of Iron & Oak is custom in some way, customers enjoy selecting from our vast array of upholstery, sizing, and style options. However, some customers are interested in ordering an especially custom piece that exceeds the standard selection of options. These Custom Orders are built to your approved specifications and start production as soon as your order is processed. A 50% deposit will be taken at that time, and cannot be refunded if you choose to cancel your Custom Order.
In the case of Personalized Items, such as monograms, family crests, or other details, these items cannot be canceled, refunded, returned, or exchanged.
Upon delivery, Custom Order returns or exchanges due to customer preference or any other reason cannot be accepted.
What about Outlet, Sales & Clearance items?
All sales of Ready-To-Ship “Sale and Clearance” items are final and non-returnable. A refused shipment will fall under the guidelines of our cancellation policy.
What about Sleeper sofas?
For sanitary reasons, sleeper sofas are not returnable.
What is your Cancelation Policy?
If your order has not started production, we will cancel your order immediately. At our discretion we can accept a cancellation on an order that is in production, or is in the process of being shipped, but in that case, due to the costly nature of a cancelation, the costs included in delivery, warehousing, and discounts offered to resell the item, we have to charge a cancellation fee of 25% plus any shipping charges that may have occurred. We do not accept any cancellations on any expedited orders. We require payment in full on all expedited orders.
What if the item is too large to be delivered into my house or building or I don’t like the size of the furniture in my room?
It is the responsibility of the Purchaser to determine if the item can be delivered into their house or building. If the customer lives in an apartment building for example, the customer must determine that their sofa, loveseat, chair, sectional, or any other purchase will fit into their building, into their elevator, through the hallways, up or down any staircases and doors and into their apartment and into the chosen room. If the customer lives in any other type of home, here again the customer must determine that their purchase will fit through any doors, hallways, stairs and rooms. The customer is also responsible to determine, in advance, if the furniture will fit into the selected room where the furniture will be placed. The customer must also determine, in advance of placing their order, that the item is the right size for the selected room. We will do everything possible to assist you, but ultimately sizing and fitting in of the purchase is the responsibility of the customer. Should the item not be able to be delivered, or should the customer decide that they do not like the size of the item our standard return policy will apply. In this case the customer will be responsible for a 25% restocking charge and actual delivery charges.
What about non-‘of iron & oak‘ items?
In addition to the items that of Iron & Oak creates in our Workshops, our Showrooms, and our Websites, we may sell Third Party items including but not limited to antiques, kitchen appliances, lighting, and other goods or services. In these cases all appropriate warrantees, guarantees, responsibilities, and insurances refer to the policies of the Third Party and not of Iron & Oak. Such polices are usually found on the respective websites of these Third Parties, or may be inquired about by contacting the Third Parties directly.
What is your privacy policy?
Our privacy policy is located here.