How can we help?
Find answers to frequently asked questions about orders, payments, customization, and disputes.
Payments & Escrow
How does Escrow.com protection work?
When you buy a piece or accept a custom quote, you fund the order securely on Escrow.com, which holds your money in escrow. The maker begins crafting the piece, and funds are only released to them after you confirm delivery (or the inspection period lapses).
Can I cancel my custom quote order?
Cancellation terms depend on the workshop's policy and whether they have started sourcing custom materials. If work has not started, a full refund can be issued. Contact the maker directly via messages.
Ordering & Customization
How do I request a custom size or wood finish?
Click on the piece you want in our catalog, select "Request Custom Quote", fill in your dimensions and requirements, and submit it. The maker will review your inquiry and send you a custom price quote to accept.
How do I track production status?
Log into your Buyer Dashboard to see real-time updates (e.g. funded, production started, shipped). You can also use our public "Track an Order" tool with your order number.
Shipping & Disputes
What happens if my furniture arrives damaged?
You have a 3-day verification window post-delivery. If the piece is damaged, open a dispute immediately from your Buyer Dashboard. Funds will be held securely in escrow while we review photos and resolve the issue.