Frequently Asked Questions

ORDERS & REFUNDS

WHO SHOULD I CONTACT IF I NEED ASSISTANCE WITH MY ORDER?

If purchased at one of our retail stores please contact the store directly as they will be happy to continue to assist. Find a Signature Store

If ordered online please contact below:
Phone: 1-828-944-8413
Email: wecare@mgbwhome.com

Can I Check The Status Of My Online Order?

Yes, to review your web orders, simply log in to your account online and review the My Orders section of your account portal. If a courier service other than Fed Ex was used, it may not be possible at this time to track shipping.

Can I Check The Status Of My In–store Purchase?

It is not possible to track and manage in–store purchases online unless it was placed using your online account at the time of purchase.

Can I Order By Phone?

Yes. While we prefer our customers visit our Signature Stores or place orders online, we can complete transactions over the phone. Please contact one of our stores directly for assistance.
Find a Store

How Is Sales Tax Calculated?

Sales tax is calculated using the shipping destination. Amounts and conditions are specific to state guidelines.

Is My Order Secure?

Yes. Our website is designed using SSL technology that encrypts the data you enter so you can shop safely, and of course, comfortably.

Do I Need An Account To Make A Purchase?

While it is possible to complete an order from our website as a guest, we strongly recommend our customers create an account. It ensures we are more easily able to assist with questions, order tracking and support once you have completed your purchase.

Are Prices Online And In-store The Same?

Pricing for our stores and online are the same with the exception of events occurring in specific stores. To discuss pricing, please contact our Customer Service team or visit your nearest Signature Store for assistance.

PAYMENT OPTIONS

WHAT PAYMENT OPTIONS DO YOU OFFER?

We offer secure payment through major credit cards, with our extended financing card, MG+BW Credit, and buy now pay later options with Affirm.

WHAT IS THE MG+BW CREDIT CARD?

Mitchell Gold + Bob Williams offers customers a credit card through Synchrony Bank with a revolving credit limit to use again and again at Mitchell Gold + Bob Williams retail stores, located in the contiguous forty-eight United States (cannot be used in stores located in Canada or Puerto Rico).

Learn more about MG+BW Credit.

WHAT IS AFFIRM?

Affirm is a payment method that allows you to split your order total into easy monthly payments.

Learn more about Affirm.

DO YOU OFFER GIFT CARDS?

Yes. Gift cards are available from our Signature Stores.
Find a store near you

HOW DO I PURCHASE OR REDEEM A GIFT CARD ONLINE?

Our gift cards can only be purchased and used in stores at this time.

HOW DO I CHECK THE BALANCE OF MY GIFT CARD?

Yes, please call the number on the back of your gift card or contact your local Signature Store.

SHIPPING & DELIVERY

View Shipping & Delivery details here.

RETURNS & CANCELLATIONS

What Is Your Return & Cancellation Policy?

View Returns & Cancellation Policies.

How Can I Return Or Cancel An Item?

Contact us to initiate a return or cancellation.

REPLACEMENTS

Can I Order Replacement Slipcovers?

Yes. Contact customer services or visit a Signature Store with your warranty card. If you do not have your warranty card, unzip your slipcover and take a photograph of the numbered white tag on your cushion insert. You may choose your current fabric or select an alternate from our extensive range. Replacement slipcover orders may take up to 8 weeks.

Can I Order Replacement Slipcovers For A Discontinued Product?

Yes. If purchased at one of our retail stores, please contact the store directly with your warranty card.
FIND A SIGNATURE STORE
If you do not have your warranty card, unzip your slipcover and take a photograph of the numbered white tag on your cushion insert. You may choose your current fabric or select an alternate from our extensive range. Replacement slipcover orders may take up to 8 weeks.

Can I Order Replacement Parts For My Furniture?

Yes. Replacements are available—depending on the length of time that you have owned the piece. Replacement poly cores and some case goods offer replacement parts. If purchased at one of our retail stores please contact the store directly as they will be happy to continue to assist.
FIND A SIGNATURE STORE

Replacements may also fall under your warranty.
View Our Warranty here.

Comfort Club

Who is eligible to join?

Membership to our Comfort Club loyalty program is open to everyone.

How much is the membership fee?

View the current fee for MG+BW Comfort Club.

Will I have an online account that I can access and update?

Membership is tied to your MGBW account. You can access your Member details in the My Account section of the site once you are logged in.

Is the membership based on a calendar year or rolling year?

Membership is valid for one year from the date of purchase. If membership is purchased on April 1, 2019, it will be valid until April 1, 2020.

Are there other membership terms other than one year?

No, the Comfort Club Program term is a one-year term.

Can I terminate my membership early and receive a refund if no purchases have been made?

If you have questions about terminating your membership, please email wecare@mgbwhome.com.

What are the benefits of MG+BW Comfort Club?

View MG+BW Comfort Club benefits.

Can the Comfort Club discount be used at Mitchell Gold + Bob Williams outlets?

No, the Member discounts cannot be used at Mitchell Gold + Bob Williams outlet stores.

Can I place orders online?

Yes, you can apply your member savings to any online order. You just have to be signed in to your account to receive the member pricing.

How do I access my Comfort Club membership online?

If you joined Comfort Club online, simply log into your Mgbwhome.com account and your membership information will be available on your account page.

Can I use my Comfort Club discount to purchase Gift Cards in stores?

No, gift cards are excluded from the membership discount. A $100 gift card, for example, will cost $100 for Members.

Can I use my membership to purchase items being sent to others (gifts or otherwise)?

Yes, you may place an order using your Comfort Club membership and have that order be sent to another recipient.

Will my Comfort Club membership automatically renew at the end of its term?

Your membership will not be automatically renewed when your expiration day is passed.

PRODUCT MEASUREMENT & CARE

ARE ALL MEASUREMENTS EXACT?

Handmade upholstery involves the contributions of many skilled individuals, who manually cut, sew, and upholster each upholstered product. Given the unavoidable variations in the materials selected and the nature of human craftsmanship, there will be minimal, but measurable, differences in the actual measurements of each upholstered product created for you from those stated on our website. In other words, the stated dimensions and other specifications included on our website for each individual product are our standard measurements, and each handmade piece will vary slightly from those standard measurements. We also round the upholstered product measurements included on our website up to the nearest one inch (1”).

HOW DO I MEASURE PRIOR TO ORDERING?

Product measurements are included with each item on our website. Choose the product that interests you and scroll down to review the dimensions of the item.

You may also contact our Customer Service team for one–to–one support and advice.

WHERE CAN I FIND PRODUCT CARE INFORMATION?

Many products will have care guides on their product pages.

You can also refer to our care information here.

DO YOU OFFER CUSTOMIZATIONS OR CUSTOM PIECES?

While we are happy to accommodate customers' fabrics and leathers, we are not able to create custom pieces at this time.

CAN I USE MY OWN FABRICS AND LEATHERS (COM/COL)?

We offer COL (chose your own leather) and COM (chose your own fabric) options for our upholstered designs.

Please visit your local Signature Store or contact Customer Services for assistance.

PLEASE NOTE: We are not able to offer custom slipcovers at this time.

WHAT SPRINGS DO YOU USE?

Our designs utilize performance arched steel serpentine springs.

What Is Your Warranty?

Mitchell Gold + Bob Williams offers a variety of warranties, dependent on the products purchased.
Please review our warranties here

Do You Offer An Extended Warranty?

We do not offer extended warranties.

FURNITURE PROTECTION PROGRAMS

Additional protection and coverage on your purchase of furniture, outdoor furniture, area rugs, and mattresses bases is available by purchasing a furniture protection plan at the time you place your order.

Learn more about the plans available, what is covered, and how to purchase here:
Furniture Protection Programs

SITE QUESTIONS

CAN I SAVE MY CART?

Yes. To save your cart, sign in or create an account. Simply add items to your cart after you are signed in. When you leave the site or log out, the items added will be in your cart when you sign back in.

DO I NEED AN ACCOUNT TO MAKE A PURCHASE?

While it is possible to complete an order from our website as a guest, we strongly recommend our customers create an account.

Having an account enables you to track your purchases, review past orders, save your shopping cart and create wishlists for later reference.

ARE PRICES ONLINE AND IN–STORE THE SAME?

Pricing for our stores and online are the same with the exception of events occurring in specific stores. To discuss pricing, please contact our Customer Service team or visit your nearest Signature Store for assistance.

DISCOUNTS & SPECIAL OFFERS

DO YOU OFFER DISCOUNTS?

MG+BW offers sale promotions throughout the year offering our customers discounts on our furniture and accessories. Subscribe to our email list or check back at our website for the latest deals and offers.

DO YOU OFFER A TO-THE-TRADE DISCOUNT?

Yes. To learn more about our favorable To-The-Trade Program, please contact a Signature Store for complete details.
Find a Signature Store near you

DO YOUR SPECIAL OFFERS AND PROMOTIONS ONLINE MATCH THE ONES IN-STORE?

MG+BW offers sales and promotions throughout the year; available both in–store and online. Occasionally, we also feature in–store events, such as floor display sales. However, these are limited to individual stores.

ACCESSIBILITY

HOW DO I ENABLE ACCESSIBILITY MODE?

Click here to engage accessibility mode.

YOUR DATA

HOW DO YOU USE MY PERSONAL DATA?

MG+BW wants to ensure your comfort at all times—these incudes the use of your personal information. We never share your information with third parties and all data submitted to us is secure.
Learn more about our Data Policies
Learn more about Online Security

HOW CAN I BE REMOVED FROM YOUR MAILING LIST?

Please contact our Customer Service team for assistance or email us at wecare@mgbwhome.com to be removed from our list.

DESIGN SERVICES

DO YOU OFFER DESIGN SERVICES/ DO YOU HAVE IN–HOUSE INTERIOR DESIGNERS?

Yes, In–Home and Virtual services are available based on geographical location. You can contact your local store to connect with a designer or request a design consultation here.
Learn more about our Design Services

DO YOU WORK WITH INTERIOR DESIGNERS?

While we do not sell directly to interior designers, we love working with you to create comfortable and stylish designs for your clients.
Learn more about our Design Services

CAN I ORDER SWATCHES?

Yes. We offer free fabric and leather swatches.
Learn more about Swatches

HOW DO I ORDER A CATALOG?

To order a catalog, click here.

NEED HELP?

If you have questions or need help, click here or contact us via:

Chat: Click the chat icon in bottom right of your screen when available

Phone: 1.828.944.8413

Email: wecare@mgbwhome.com