Frequently Asked Questions
What does authentic mean?
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 – Herman Miller is 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 designers 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 important, 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.
Where does the name Design Within Reach come from?
Design Within Reach’s mission, embodied in its name, is to put the most sought-after modern design within reach of the retail market, without the time and hassle of trade intermediaries. One look and it’s clear that ours is an assortment unlike any other. At DWR you’ll find products designed in 1859 next to midcentury marvels by George Nelson and Eero Saarinen next to masterful works by today’s brightest stars. What they share is excellent design, exquisite materials, heirloom quality and, most important, being available – or within reach – all in one place: DWR.
What does “availability” mean?
On every product page you’ll see “Availability” listed under the price and item number. This refers to when the merchandise is expected to leave our warehouse. While we always do our best to fulfill orders within their quoted lead window, availability times are estimated and may vary, especially during peak times and holidays. Once your order has shipped, the transit time for FedEx and Threshold deliveries within the contiguous U.S. is typically 5–10 business days. For In-Home Deliveries within the contiguous U.S., the transit time is typically 2–4 weeks.
I created an account but forgot my password. How can I get my password or create a new one?
How can I check my order status?
How do you calculate your shipping and handling charges?
We’re dedicated to offering the best shipping methods available to ensure that your order reaches you quickly and safely. Shipping rates will vary, based on the specified delivery method, shipping address and total price of the merchandise in your cart.
Do you charge sales tax?
DWR is owned by Herman Miller. Herman Miller is registered to collect sales tax in all 50 states, as required by law. Please know, your order(s) will be taxed unless valid tax exemption documentation has been received prior to order placement. Please visit your local Studio or contact us at 1.800.944.2233 (press 2) for additional questions or support.
Note: 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. All sales tax calculations are subject to revision and are recalculated on the day your order is shipped.
How can I return a product?
Click here to access our Return Policy.
What if I received damaged or incorrect merchandise?
In the event that you receive defective, incorrect or incomplete merchandise, please contact us right away so we can make it right. For faster assistance with a return or exchange claim, please email us at email@example.com with your order number, contact information and photos documenting possible damages (if applicable). Please retain all items and packaging materials until your claim is resolved. If your replacement item is backordered or out of stock, we’ll notify you as soon as we have the estimated arrival date, or we may work with you to suggest a suitable replacement.
How do I change or cancel my order after I’ve placed it?
Due to our fast processing and fulfillment times, we’re unable to change an order once it’s been placed. (Please note: Payment is processed at the time of shipment.) If you need to cancel your order, please contact us right away at 1.800.944.2233 (press 2). We’ll do everything we can to accommodate your request.
Note: In-stock merchandise typically ships within 2–3 business days from the time an order is processed. Custom products are made just for you and therefore cannot be cancelled.
Where can I find details on shipping information?
Information on FedEx, Threshold and In-Home Delivery is located here.
Do you ship to Canada?
Yes. Shipping charges include all freight, duties and broker and clearance fees. For orders shipping to Prince Edward Island, please call 1.800.944.2233 (or 1.203.614.0750 if outside the U.S.) for assistance. For more details on shipping to Canada, click here.
Do you ship Internationally?
Our products are designed and packaged for shipment within the contiguous United States, Alaska, Hawaii, Puerto Rico and Canada; some limitations apply. Design Within Reach does not offer shipping or freight-forwarding services to international destinations. However, we can ship to a domestic freight forwarder of your choosing for delivery overseas.
Please note: Freight-forwarder quotes and commercial invoices cannot be procured by DWR. Additionally, DWR does not assume any liability with regard to the selected freight forwarder. We are not authorized to ship Herman Miller goods knowing they will be going to foreign locations (outside of Central America, South America or the Caribbean).
We are unable to ship to hotels, P.O. boxes or APO (Air/Army Post Office), FPO (Fleet Post Office) or DPO (Diplomatic Post Office) destinations.
How do I request a Certificate of Insurance (COI) for In-Home Delivery?
To request a Certificate of Insurance for In-Home Deliveries, please email firstname.lastname@example.org with the following:
* Contact info (first name, last name, email address and phone number)
* DWR Order number
* Building requirements (please attach any required documents provided by your building management, if applicable)
* Scheduled delivery date (if confirmed)
* Contact name and email address to where we should send the completed COI.
Please allow a minimum of 3 business days for your COI request to be processed. Our client services team will contact you if additional information is required to issue a certificate.
Can I pick up my order from a DWR Studio?
At this time, we don’t have the capacity to hold merchandise at our Studio locations for pickup. All merchandise ships from our U.S. fulfillment center in Kentucky.
May I ship my order to a DWR Studio?
At this time our Studios do not have the capacity to hold clients’ orders.
Does DWR offer a gift registry?
Yes! You can create a gift registry or find someone’s registry by clicking here. You can also click on “Gift Registry” at the top-right corner of any page.
How do I create a “wish list”?
Please register before creating a wish list. If you’re already a registered user, please enter your username and password. Once you’re logged in to your account, you can add items by clicking “Save to Wish List” on any product page.
How do I purchase a Gift Card?
Gift Cards can be purchased online, in a DWR Studio or over the phone at 1.800.944.2233 (press 1). No discounts or coupons may be applied to purchases of Gift Cards. DWR Gift Cards are for use only in the U.S.
May I include a personal message with the Gift Card?
If you’re ordering online and would like to include a personal message with a Gift Card, you can enter it under the “Personal Note” section during checkout. You may also place the order by calling our sales team at 1.800.944.2233 (press 1) for assistance.
How quickly do Gift Cards ship?
Within the contiguous U.S., a Gift Card will arrive within 7 days of order placement.
How do I redeem my Gift Card?
Gift Cards may be redeemed online, in a DWR 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. To redeem by phone, please call 1.800.944.2233 (press 1). Note: DWR Gift Cards are for use only in the U.S.
May I use more than one Gift Card to pay for a single order?
Yes, multiple Gift Cards may be applied toward a single order.
How can I request a swatch?
Free swatches are available for most products and can be requested at DWR Studios, online at dwr.com or by calling 1.800.944.2233 (press 1).
How can I be removed from the catalog mailing list?
If you wish not to receive our catalog or are receiving extra copies you don’t need, please use the Catalog Opt-Out Form here.
How can I be removed from the email list?
Please click the removal link (located at the bottom of our emails), or send the email address you want removed to email@example.com, with “unsubscribe” in the subject line.
We allow 10 calendar days for you to accept your order without fees, after which you’ll begin to incur daily storage fees of $10 per day, per order. After 30 days, your order will be returned back to our warehouse, and you’ll be refunded for the merchandise, less applicable return shipping costs, restocking fees and storage charges. To avoid any additional charges, please work with our delivery agents to schedule an appointment within that 10-day period. If you’ll be unavailable to accept delivery for an extended period of time, or if you have any questions, please contact your local Studio, call 1.800.944.2233 (press 2) or email firstname.lastname@example.org.
Price Adjustment Policy
A sale price credit will be honored if an item goes on sale within 14 days after an order is placed. The credit will be applied to the original source of payment for the difference between the price that was charged and the sale price.
Important Pricing Note
Prices shown are U.S. Domestic prices and apply to orders shipped within the United States. Prices do not include sales tax or shipping and are subject to change. All pricing errors are subject to correction.
Is your website secure?
This site has security measures in place to protect against 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, is stored in encrypted format at all times. This website, and more important, all user information, is further protected by a multilayer firewall-based security system.