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Customer Service
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Frequently Asked Questions

Why should I buy authentic design?

Authentic means it’s the real thing. At DWR, we don’t do “inspired by” or “just as good as” or “in the spirit of.” For example, if you buy an Eames Lounge Chair from us, you can be assured of three crucial things:

  1. Charles and Ray Eames designed it.
  2. Herman Miller produced it – it’s the only company that makes authentic Eames pieces in the U.S. (Vitra makes them in Europe).
  3. A royalty was paid to The Eames Foundation.

We deal only with manufacturers who hold the rights to produce designers’ works, and we’re committed to protecting the legacies of established designers while also investing in emerging ones by giving them an outlet to market their work. In other words, we’re passionate about authentic design. Everything else drains the capital needed to invest in new products. There’s no room in this world for knockoffs. They’re wrong and, in many cases, illegal.

When you buy an authentic piece of design, you’re investing in quality, heritage and longevity. You’re becoming part of its legacy, and it’s becoming part of yours. Most importantly, you’re supporting the designers who have shaped the world in which we live.

DWR is proud to be a member of Be Original Americas, joining Alessi, Cassina, Emeco, Flos, Fritz Hansen, Herman Miller®, Vitra and other companies in the fight against counterfeit design. Being a member means that we’re a vetted retailer of authentic goods.

How do I create an account and place an order online?

To begin, click "Add to cart" on any product detail page. Once you have added an item to your order you may either click "Continue Shopping" or "Checkout" at the bottom of the shopping cart page. When you click "Checkout" you will be asked to Sign In. The "Sign In" page is where new customers create an account. You can only create an account or sign in to your existing account after you have added an item to your order and clicked the "Checkout" button.

Is your website secure?

This site has security measures in place to protect the loss, misuse and alteration of the information under our control. All orders are transmitted over secure Internet connections using SSL (Secure Sockets Layer) encryption technology. All of your personal information including your credit card information and sign-in password are stored in encrypted format at all times. This website, and more importantly all user information, is further protected by a multi-layer firewall based security system.

I created an account but forgot my password. How can I get my password, or create a new password?

If you have created a DWR Account and have forgotten your password, click here to enter your email address. We can email it to you in a matter of minutes. If you do not receive an email within 30 minutes, or would like to change your password, please call us at 1.800.944.2233.

What is a DWR Account? Why should I get one and what are the benefits?

There are several benefits for owning a unique DWR Account. Your Account not only identifies you as a valued customer, but also allows us to personalize your shopping experience. Our database will remember your billing address so you don't have to enter it each time. Look forward to more benefits in the near future which will make your shopping and life more simple!

How can I check my order status?

To check the status of an existing order, please call 1.800.944.2233 or click here for your local Design Within Reach studio location.

Do you charge taxes?

Sales tax is estimated for your order based on the laws and regulations of the state or province indicated in the shipping address. States and provinces have different laws regarding taxation of merchandise, freight and handling.

All sales tax calculations are subject to revision and are recalculated on the day your order is shipped. If your order has more than one shipping address, sales tax will be applied to the individual items in your order based upon the specific ship-to destinations.

No sales tax is collected on the purchase of Gift Cards. However, purchases paid for with Gift Cards are subject to sales tax in accordance with applicable laws.

Do you give special discounts to nonprofits?

Although discounts cannot be combined with any other offers or promotions, our best pricing policy affords you the greatest discount available. We are also happy to work with museums, universities and nonprofit institutions, and we can offer them special discounts. For contract and hospitality inquiries, please call 1.800.591.6965 or visit

DWR Studio - Location/Hours

The DWR Studio is the place for design ideas, new products, and conversation with our knowledgeable staff. Many of our products are on display and our representatives can place orders and answer any of your questions. DWR Studio also offers special services for specifiers and businesses. Click here for hours and locations.

How can I return a product?

Click here for our Return Policy.

What are my delivery options and how much do they cost?

Shipping and handling charges are based on the value of your order. For complete delivery options and shipping rates, click here.

How long will it take to receive my order?

In-stock orders ship from our warehouse in Kentucky and typically arrive anywhere in the continental U.S. within 7-10 business days. Deliveries are made Monday-Friday during regular business hours. If an item is not in stock we will contact you with the expected delivery date. Please be aware that dropship products (those items that ship directly from our vendors) can take longer; delivery times for these items are noted in their product descriptions. We are happy to provide you with delivery quotations for expedited deliveries as well as orders shipping to Alaska, Hawaii, Puerto Rico and Canada.

How will my order be delivered?

We use FedEx ground service to ship most products, though items that are too large are shipped via specialized carrier. In most cases, these specialized carriers will call you prior to delivering your order to arrange a convenient delivery time during regular business hours. Our commercial orders will be delivered either curbside or to the building's loading dock, if available. If you require extra services such as a delivery appointment or to arrange receipt of your order to a location other than a ground floor address, please call us at 1.800.944.2233 to place your order.

Do you ship orders to Canada?

Yes. Shipping charges include all freight, duties, broker, and clearance fees. For orders shipping to Prince Edward Island please call 1.800.944.2233 or 1.203.614.0750 (if outside of the U.S.) for assistance. We cannot expedite delivery to Canada.

For complete delivery options and shipping rates, click here.

Can you ship orders internationally?

We currently ship only to addresses within the United States, Canada and Puerto Rico; some limitations apply. However, you may have your order shipped to a domestic freight forwarder of your choosing for shipment overseas by entering the freight forwarder's address in the "Enter Shipping Address" section of the checkout process. is our preferred partner for international package forwarding to more than 200 countries and territories. provides customers with a private U.S. mailing address. Once a U.S. address is received, the customer places an order here on using their address as their shipping address. DWR will ship the order domestically to’s warehouse, where consolidates and forwards. For more information, please visit

Does DWR offer a wedding registry?

Our Wish List feature is similar to a registry. You can create a Wish List of products you’d like to receive as gifts and share it with others. To create a Wish List, click on the “Save to My Wish List” button on any product page and follow the instructions.

How do I create a Wish List?

Click on the “Save to My Wish List” button on any product page and follow the instructions. If you already have an account at, you can create a Wish List using that same email address and password. If you don’t have an account with us, simply enter the required information.

How can I find someone’s Wish List or help people find mine?

To search for a friend’s Wish List, go to My Account and either sign in or set up an account. Then click on Wish Lists to start your search (you’ll need your friend’s email address). The Wish List page is also where you’ll see your lists. To help others find them, check the box that says, “Let others view this list.” To email your list to someone, click the “View This List” button and then click “Send List.”

How do I purchase a Gift Card?

Gift Cards can be purchased online, in a Studio, or over the phone at 1.800.944.2233. No discounts or coupons may be applied to purchases of Gift Cards. DWR Gift Cards are for use only in the U.S.

Can I purchase multiple Gift Cards shipping to separate addresses?


Can I purchase a Gift Card along with other merchandise and have them shipped to separate addresses?


Can I include a personal message with the Gift Card?

Personal messages may be included via phone orders only, at which time the message should be specified to a Sales agent. If you are ordering online and would like to include a personal message with a Gift Card, you will need to have it delivered to your own address so that you may include a note.

How quickly do Gift Cards ship?

The recipient will receive their Gift Card within seven days of order placement via standard ground mail.

Is overnight delivery available for Gift Cards?

Overnight delivery is available by calling our Customer Service department at 1.800.944.2233. If you are placing your order over the phone, the preferred shipping method should be specified at that time.

How do I redeem my Gift Card?

Gift Cards can be redeemed either online, in a Studio, or over the phone. To redeem a Gift Card online, please choose the Gift Card payment option during checkout, and enter the number located on the back of the card.

Note: DWR Gift Cards are for use only in the U.S.

Can I use more than one Gift Card to pay for a single order?

Multiple Gift Cards may be applied toward a single order.

Do Gift Cards expire?

Gift Cards are valid until redemption.

How can I tell what a chair feels like before ordering?

Of course we each have our favorite chair, and "comfort" is highly subjective. But we have chosen all of our chairs for their usability and general comfort. Before placing a large order, some designers have purchased one sample and then completed the order upon obtaining client approvals of the chair. Let us know when asking for a quote if we can assist you with this process.

Are swatches available?

Free swatches are available for most products and can be requested at DWR Studios, online at or by calling 1.800.944.2233.

Do you have showrooms or stores?

The DWR Studio is the place for design ideas, new products, and conversation with our knowledgeable staff. Many of our products are on display and our representatives can place orders and answer any of your questions. DWR Studio also offers special services for specifiers and businesses. Click here for hours and locations.

How can I be removed from the catalog mailing list?

If you’d prefer not to receive our catalog, or if you’re receiving extra copies that you don’t need, please email us at with your name and address in the body of the message. You can also call us at 1.800.944.2233 to be removed from the list.

How can I be removed from the email list?

Send an email to with “unsubscribe” in the subject line. Your name will automatically be removed from the list. Please be sure that you email us from the address that you want removed. If you can’t do this, please email us at with the address that you’d like removed in the body of the message.

© 2015 Design Within Reach