Clad Home Ordering Policy

Congratulations on choosing Clad Home for your heirloom quality custom furniture! Please read through all our ordering policies before continuing with your order:

✦Since every order is hand-built to your exact specifications and we begin as soon as you've purchased, orders may not be changed or canceled at any time, for any reason. Please confirm that our current estimated lead time posted above will work for your timeline. 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. Our team is always here to answer all your questions and help you dial in your design decisions before you place your order!

✦ Once an order is placed you will receive a dimensioned, customized production sketch within 10-14 business days that you must review carefully and approve in writing. 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. 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.

✦ In the rare event that you wish to return any unsoiled, undamaged unworn furniture item in new condition, we will help you with the process. Customer’s MAY NOT send their item back with their original delivery driver because all returns are handled separately. Elective returns require customers to submit photos documenting the condition of the item in question before we will approve a return, issue a Return Authorization #, and provide the special instructions required for all returna. Since all orders are custom made to your exact specifications, we charge a 45% restocking fee for elective returns and customers are solely responsible for all associated return shipping charges.

✦ All COM (customer’s own material) orders must fill out and submit a separate COM Submission Form as soon as you've ordered to help us give you an accurate yardage quote and exchange important necessary details and info about your COM order. All COM instructions may be provided via the official form only. Please request this form if your order is COM.

✦ It is the nature of upholstery made from foam, fabric, and feathers to have a 1”-2” variance in estimated dimensions of padded areas, cushion thickness, etc. Variations in natural materials such as fabric dye lots, natural leather hides, and wood are normal and to be expected.

✦ Additional seams may be required when your furniture dimensions exceed the width of the fabric bolt or leather hide.

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

Fabric & Upholstery Care

 

These universal cleaning codes are the result of test methods conducted by fabric manufacturers in accordance to the Joint Industry Standards Committee. These cleaning codes do not guarantee the cleanability of any fabric. Always spot-test in an inconspicuous area before proceeding to more visible areas.

CODE W (Wet Clean) is assigned to fabrics that are man-made such as polyester, nylon, acetate, and acrylic. These are generally the most stain resistant fabrics and the easiest to clean. Code W means that water and a mild soap such a dish soap or upholstery shampoo may be used to clean your furniture. Blot and rub with a clean dampened rag to remove stains. Always spot-test in an inconspicuous area before proceeding. Do not over-saturate. Professional steam cleaning may be needed for heavily soiled items.

CODE S (Solvent Clean) is assigned to organic fibers such as cotton, rayon, linen, wool, or silk. It means that the fabric is sensitive to water and that wetting it may leave permanent water rings or cause the material to shrink. In order to prevent these damages, use a dry cleaning solvent instead, carefully following the manufacturer instructions. Solvents are used to break down soiled oily spots and leave the area dry. They do not react well with water. Clean spots or stains from the outside to the middle of the affected area to prevent circling. Always spot-test in an inconspicuous area before proceeding. Do not over-saturate. Professional dry cleaning is recommended for heavily soiled items.

CODE WS (Wet Clean OR Solvent Clean) means that both types of spot cleaning methods may be used. The best approach for these types of fabrics is to first spot-treat with water and a mild detergent or upholstery shampoo, which often and if that fails, try solvents. Always spot-test in an inconspicuous area before proceeding. Do not over-saturate. Steam cleaning is not recommended.

CODE X means that the fabric should be cleaned by vacuuming or light brushing with a non-metallic, stiff bristle brush only. Any other cleaning methods may risk shrinking, discoloration, or other damage. Do not use water or solvent-based cleaners.