Frequently Asked Questions
What do we mean by ‘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:
- Charles and Ray Eames designed it.
- Herman Miller produced it – Herman Miller is the only company that makes authentic Eames pieces in the U.S. (Vitra makes them in Europe).
- A royalty was paid to The Eames Foundation.
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?
No problem! You can easily reset your password by clicking here. If you have any trouble, please contact us at 1.800.944.2233 (press 2).
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 Miller Knoll. Miller Knoll is registered to collect sales tax in all 50 states and Puerto Rico, 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.
* Please 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 is my order payment processed?
When you place an order, DWR contacts the issuing bank to confirm the validity of the payment method. Your bank reserves the funds until the transaction processes or the authorization expires, but this isn’t an actual charge. Some banks call authorizations “pending” or “processing” charges. For more information on specific policies regarding authorizations, contact the issuing bank.
Multiple charges for the same order:
Orders may be split into multiple shipments or even multiple orders. Because we charge for items when they're shipped, this may result in multiple charges. However, the total amount charged should add up to the amount displayed when you placed the order.
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.
What terms apply to items purchased in the “Clearance” section of the website?
All sales are final on items that display a “final sale” badge, with the exception of damaged, defective, or incorrect items. If there’s a problem with your order, please contact us for assistance within three (3) days of receipt at 800.944.2233 or firstname.lastname@example.org. Final sale items are excluded from all price adjustments.
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.
*Please 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?
Click here to access information regarding international shipping.
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.
May I ship my order to a DWR Studio?
At this time our Studios do not have the capacity to hold clients’ orders.
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. Gift cards are redeemable for merchandise only and cannot be redeemed for cash. 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 2).
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.
When will my order incur storage fees?
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.
What is your 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. Final sale items are excluded from all price adjustments.
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.
What is the Trade program?
Design Within Reach (“DWR”) Trade membership is granted only to interior designers and design firms, architects and architecture firms, developers, and set designers and stagers. Membership is subject to the following terms and conditions, which may change from time to time at the sole discretion of DWR. In addition, DWR reserves the right to discontinue the Trade program at any time.
How do I know if I qualify for the Trade program?
To qualify for DWR Trade membership, you must provide the following materials applicable to your profession, along with your completed application: (i) proof of membership to a trade organization or copy of your business license and (ii) your company website or social media page or copy of your company letterhead.
Note: A resale certificate is not mandatory but can be substituted for a business license. If you want your DWR Trade account to be both tax-exempt and taxable, please provide your resale certificate as described below.
Does the trade discount stack on top of items that are on sale?
How do I sign in to my account?
If you have an online trade account, please sign in via the login. If you need to set up your online Trade account, please email firstname.lastname@example.org.
How do I request tax exemption if my business ships to multiple states?
When submitting your credentials and resale certificate, let Customer Service or an Account Executive know what jurisdiction(s) should be flagged as tax exempt. If you are shipping to California or Massachusetts, you will need to provide the state’s specific resale certificates.
How do I add on tax exemption to my taxable account?
Please contact 1.800.944.2233 (press 3 for trade). A representative will assist you with adding your tax exemption.
Can I cancel my membership?
Yes. Please email email@example.com.
Do login links expire?
If you have any other questions, please email firstname.lastname@example.org.