From studio
to space.
Discuss a piece, its specification and delivery with the studio. Preparing or sending an inquiry does not place an order or make a payment.
Plan the journey.
Allow for the piece.
Production time and shipping time are different. Ask about both before approving a made-to-order piece, custom specification or project.
- The piece and the quote
- Confirm the design, finish, quantity, final price, applicable taxes and delivery charges in writing before placing an order.
- Schedule and destination
- Confirm availability, production timing, shipping method and delivery estimates for the specific piece and destination.
- Delivery + installation
- Decibel handles shipping logistics, white-glove delivery and installation. Specify the services you need and confirm their scope and cost in your quote.
- Access and receiving
- Share entrances, stairs, elevators, loading restrictions and the route into the space. Confirm who will receive the piece and any site requirements.
Know what
the handoff includes.
Confirm unpacking, room placement, assembly, installation and packaging removal. These are different from a threshold delivery, which may stop at the building entrance.
Confirm
the address.Check delivery availability and any unusual destination or freight-forwarding arrangement before ordering.
Review
the access.Share clearances and site restrictions before the delivery service is agreed.
Plan
the arrival.Confirm the receiving arrangements, service level and schedule for your order.
Keep
the details.Retain the quote, agreed specification, order terms and delivery instructions.
Changes,
returns &
exchanges.
Confirm return eligibility, any deadline, cancellation terms, restocking fees and shipping costs before committing to an order. Ask which terms apply to standard, made-to-order or custom pieces.
Ask about an existing orderRequesting a change or return
Contact the studio with your order number and the change or return you would like to discuss. Obtain instructions before arranging return transport.
Changes and cancellations
Contact the studio promptly. Ask what can be changed at the current production or shipping stage, and confirm any applicable costs and agreed next steps in writing.
Damage, defects or an incorrect item
Tell the studio what happened and provide the relevant order details and photographs. These concerns should be considered separately from a change-of-mind return. This guidance does not limit any rights you have under applicable law.
Existing orders
Refer to the terms provided with your order. This page does not change an existing agreement or your rights under applicable law.
Take a moment
on arrival.
Inspect the piece and packaging promptly. Keep the order details and photographs available if you need help.
- Record visible damage. Photograph any damage and ask the carrier to record it on the delivery receipt. Contact the studio for guidance.
- Keep the packaging. Retain packaging materials while you seek instructions about a possible claim or return.
- Report a problem promptly. For concealed damage, a defect or an incorrect item, contact the studio as soon as you discover the issue.
- Confirm the next step. Ask about the carrier process and resolution for your specific order before arranging transport.
A delivery question?
Bring the details.
The piece, order number, destination and relevant details will help the studio understand what you need. Please leave out card and payment credentials.
Prepare an order inquiry