Clad Home Ordering Policy

✦ Congratulations on choosing Clad Home for your heirloom quality custom furniture! Since every order is hand-built to your exact specifications, orders placed cannot be changed or canceled at any time, for any reason. We’re unable to accommodate any change requests or late add-ons (extra pillows, different dimensions, fabric changes, etc) after your order has been placed. These requests disrupt our production process and lead to mistakes, and a successful outcome cannot be guaranteed. Our team is always here to answer all your questions and help you dial in your design decisions before you place your order! Thank you in advance for your understanding and cooperation.


✦ After an order is placed you will receive a dimensioned, customized production sketch within 10-14 business days that you must review carefully and approve. The purpose of this sketch is to visually confirm the accuracy of all the details and dimensions that you requested when you placed your order. It is not the time to make change requests beyond that. We ask that you please review and confirm your order details and send us written approval of your sketch (and/or any changes to the sketch if needed.) Once a production sketch is approved, further changes or adjustments cannot be made. It is the customer’s responsibility to approve the sketch in a timely manner so as not to slow production. Failure to do so will lead to production delays.

✦ Our team will contact you to coordinate delivery as soon as your order is ready to ship out. All orders must be delivered as soon as they are complete. Free deliveries will only be honored once. If you miss your delivery appointment or refuse delivery, additional charges will apply. We cannot hold or store items on your behalf. Weekly storage fees will apply to any unclaimed orders or delayed deliveries.


✦ We personally inspect every item before it leaves our factory to ensure that it meets our stringent quality standards. All Clad Home furniture ships via third party freight carriers, thus Clad Home cannot be held responsible for damage incurred after an item has left our factory. All deliveries MUST be thoroughly unwrapped and inspected by the receiver before signing the Bill of Lading or releasing the driver. Damages must be noted in writing on the Bill of Lading. Clad Home reserves the right to repair or replace damaged furniture at our sole discretion. Any transit damage discovered after the fact or not noted in writing on the Bill of Lading will preclude a damage claim.


✦ It is the responsibility of the customer to order furniture in the correct size by first measuring all doorways, corridors, stairways, and elevator cabins. Clad Home cannot accept responsibility for custom furniture that does not fit into your home, and delivery cannot be refused on those grounds. Our delivery drivers DO NOT handle returns so please do not attempt this. If you disregard this policy and send your item back with the driver, Clad Home accepts no liability, financial or otherwise, and does not guarantee outcome. 


✦ Clad Home offers free white glove delivery to the lower 48 states excluding Alaska, Hawaii, and any remote US location not typically accessed by standard freight carrier. This may include outlying islands, inaccessible driveways, remote mountain towns, and some areas of Montana, Colorado, North Dakota, and South Dakota (not a complete list) that are not serviced by standard freight. To find out if additional shipping charges will apply to your order we recommend contacting us in advance, but we also reserve the right to bill for any additional freight charges incurred for delivery at the time of shipment.

✦ All COM (customer’s own material) orders must be accompanied by a COM Submission Form found at the bottom of our homepage. A separate COM form is required for each order even if you are ordering multiples of the same item. This is essential to ensure an accurate yardage quote and exchange important necessary details and info about your COM order. All COM instructions may be provided via this form only. Verbal or email instructions will not be honored. 


✦ It is the nature of upholstery made from foam, fabric, and feathers to have a 1” to 2” variance in estimated dimensions of certain padded areas such as cushion thickness, seat height, etc. Variations in the color, texture, and finish of natural materials such as genuine leather and wood are normal and to be expected. They are not flaws and do not constitute grounds for return or refund. Additional seams may be required when your furniture dimensions exceed the width of the fabric bolt or leather hide.


✦ Velvet fabric is characterized by long fibers that give it the deep and lustrous color we love, and ALL velvets are prone to crushing when these fibers are compressed (such as from the protective packaging used during delivery.) This is normal and will disappear in time. This is not a defect and deliveries should not be refused on these grounds. Refused deliveries may be subject to additional fees when re-delivery is required. If you don't enjoy a dynamic fabric with slight imperfections, then velvet may not be the ideal fabric for you. If you choose velvet then you agree to accept these characteristics.


✦ All Clad Home quotes are valid for 30 days. Production lead times are approximate and subject to change.