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: 1-855-730-9999
Email: wecare@mgbwhome.com

How Do I Make Changes Or Cancel My Order?

Since the majority of our products are made to order, changes or cancellations should be requested as soon as possible—preferably the same day the order was placed. Please contact our Customer Service team for support. NOTE: Once an upholstered piece enters into production, changes cannot be made.

Custom, made to order furniture (including stock options plus) can be cancelled, modified or returned one time within 2 days from date of sale to avoid cancellation/ modification fees. After 2 days, your right to modify or cancel your order is subject to a modification/cancellation/return fee in the amount of 50% of your purchase.

Custom furniture with any fabrics from the Kravet collection cannot be canceled, modified, returned or placed on hold once the order is placed.

Stocked merchandise (other than accessories, see below) can be cancelled or returned for a restocking fee of 15%, loss of delivery fee, and pick up fee, if applicable, and the return shipping will be the responsibility of the purchaser. Please check with us prior to placing your order to learn if a restocking fee will apply.

To see our full Terms and Conditions of Sale policy please click here ›

What Is Your Cancellation Policy?

Cancellations may only be made prior to shipping. Please contact us as early as possible to initiate a cancellation.

Upholstered pieces, once in production, cannot be canceled.

Custom, made to order furniture (including stock options plus) can be cancelled, modified or returned one time within 2 days from date of sale to avoid cancellation/ modification fees. After 2 days, your right to modify or cancel your order is subject to a modification/cancellation/return fee in the amount of 50% of your purchase.

Custom furniture with any fabrics from the Kravet collection cannot be canceled, modified, returned or placed on hold once the order is placed.

Stocked merchandise (other than accessories, see below) can be cancelled or returned for a restocking fee of 15%, loss of delivery fee, and pick up fee, if applicable, and the return shipping will be the responsibility of the purchaser. Please check with us prior to placing your order to learn if a restocking fee will apply.

To see our full Terms and Conditions of Sale please click here ›

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?

Unfortunately, at this time, 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 Long Does It Take To Process A Refund?

A refund may take up to 2 business days to process with Mitchell Gold + Bob Williams. However, your banking institution or credit card agency may take additional time to release the payment.

Should a refund be contingent on return of goods; your refund will be processed once items have been received by MG+BW.

Customer authorizes, understands and agrees that all charges, balances, and fees as outlined in the Terms of Sale can be charged to Customer’s credit card provided at time of sale.

Customers will be responsible for all applicable taxes regardless of the amount quoted at the time the order is placed.

All refunds will be issued in the original form of payment except in the case of returns of stocked furniture made more than 48 hours from the date of sale, which will be issued in the form of a store credit. Check or cash refunds will be issued in the form of a check and will be mailed to the Customer within 10 days of cancellation.

How Is Sales Tax Calculated?

Sales tax is calculated using the shipping destination. Amounts and conditions are specific to States' 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!

To learn more about our data security measures and learn tips to keep you safe online, read our Safety Tips ›

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's free and safe to do so and 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.

PRODUCT INFORMATION, FABRICS & CONSTRUCTION


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”).

For shipping or other purposes, please contact our Consumer Inquiry Department at 1-855-730-9999 for the most up to date and accurate information regarding product dimensions and other specifications.

SHIPPING & DELIVERY

 

When Will I Receive My Item(s)?

The date your item(s) will be received is subject to several factors, including the type of order (Stock, Stock Options, etc.—see above for production timelines in these cases), the type of delivery method used, etc.

Once you order has been placed, our Customer Service team will contact you within 2 business days to finalize your estimated delivery date.

DELIVERY PRICING

Upholstery, Tables and Storage $179 per item $249 max
Rugs, Mirrors, Photography and Wall Art $75 per item $249 max
Chandeliers and Floor Lamps $75 per item $249 max
Accent Tables, Pull Up Tables and Small Ottomans/Tuffets $50 per item $249 max
Table Lamps and Buffet Lamps $30 per item $249 max
Accessories, Linens and Pillows $15 unlimited per order Excludes large sculptures
Large Wall Art, Wall Sculptures and Large Sculptures $129 per item $249 max
 

We currently deliver to the Contiguous United States only (our apologies to our friends in Alaska, Hawaii and beyond). For assistance with shipping costs, support or further information, please contact our Customer Service team or email us at wecare@mgbwhome.com

What Methods Of Shipping Do You Use?

Our shipping/ delivery options are dependent on the type of item(s) ordered. Smaller orders will be shipped via Fed Ex. Larger items are shipped using our Residential Courier service.

How Are Shipping Costs Calculated?

Shipping costs are calculated based on the type of item(s) ordered. Please refer to the table above for details and price caps.

Can I Pick Up My Order In–store?

Unfortunately, we do not offer this option due to space limitations.

I Ordered Multiple Items. Will They Ship Separately?

We make every attempt to ship your order complete. Should an exception arise, we will reach out to you and make appropriate accommodations.

Can I Get My Order Expedited?

We make every effort to ensure our customers receive their item(s) as quickly as possible. However, since many of our products are built to order, it is not always possible to expedite an order. Please contact our Customer Service team to discuss your individual needs—we will do our best to help!

How Do I Schedule A Delivery?

Once your order is placed, our Customer Service team will reach out within 2 business days to discuss your shipping and delivery expectations.

If an order includes a Fed Ex delivery, we will provide tracking information so that you may follow the journey of your items.

Our Residential couriers will be in contact with you directly for delivery of our larger items to schedule your delivery appointment. We will provide contact information should you need to reach out to them.

Who Do I Contact With A Package Or Delivery Issue?

Please contact our Customer Service team should any issue arise.

Will My Items Be Delivered Assembled?

All items will arrive assembled with exceptions on certain case goods and beds. Any light assembly required will be completed by our residential delivery service in your home at time of delivery.

Where Do You Ship To? Do You Ship Overseas?

Currently we ship within the Contiguous United States only. Should you have exceptions, please contact our Customer Service team for guidance and options.

Do You Ship To Hawaii, Puerto Rico Or Alaska?

Currently we ship within the Contiguous United States only. Should you have exceptions, please contact our Customer Service team for guidance and options.

Do You Ship To Apo Or Fpo Addresses?

Currently we ship within the Contiguous United States only. Should you have exceptions, please contact our Customer Service team for guidance and options.

Can I Ship To Multiple Addresses From A Single Order?

Unfortunately at this time, we are confined to one ship to address per order.

Can I Ship An Order To Another Address?

Yes, please provide your ship to address at time of order. You may specify a different billing address at checkout.

Do You Offer/ What Is 'white Glove Service'?

Yes. Our larger items are delivered by our Residential couriers who provide white glove delivery.

Our delivery agents will arrive to your home at your scheduled delivery appointment, take your item to the room of your choice and complete light assembly when needed. Trash will also be removed as they leave.

Do You Take Away Old Furniture/ Mattresses?

Unfortunately, our Residential Couriers are only able to place, construct and clear refuse that we have provided. We cannot remove unwanted sofas, mattresses, case goods, etc.

RETURNS & REPLACEMENTS

How Can I Return An Item?

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 purchased online, please email us at wecare@mgbwhome.com or call us at 1-855-730-9999
Click here for detailed information about our Return Policy ›

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.
Please read our Warranty page for details ›

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?

Unfortunately, we do not offer extended warranties. However, you may review our standard warranties here ›

What Is California Proposition 65?

California law requires businesses to provide a clear and reasonable warning to customers purchasing products in the state of California and to customers having products shipped to California before knowingly or intentionally exposing a person to a listed chemical.

Mitchell Gold + Bob Williams incudes this statement at the following location on our site ›

SITE QUESTIONS

CAN I SAVE MY CART?

Yes. To save your cart, sign in to or create an account and simply add items to your cart. 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. It's free and safe to do so and ensures we are more easily able to assist with questions, order tracking and support once you have completed your purchase.

It also 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.

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

We offer COL (your own leather) and COM (your 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.

CAN I HAVE SOMETHING MADE IN A DISCONTINUED FABRIC?

We try to keep a stock of discontinued fabrics but quantities are limited. Please contact Customer Services to discuss and to ensure adequate yardage is available.

WHAT SPRINGS DO YOU USE?

Our designs utilize performance arched steel serpentine springs.

WHERE CAN I GET CARE INFORMATION?

Please visit our Care Information page for detailed advice ›

Comfort Club Membership

 

Who is eligible to join?

Membership to our Comfort Club loyalty program is open to everyone. The annual membership fee is $100 (US$), plus applicable tax.

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.

How much is the membership fee?

The annual membership fee is $100 (US$), plus applicable tax.

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.

Can you provide more detailed information around each of the benefits?

Please see below for more information about member benefits:

  • For $100 annual fee, members enjoy the following benefits:
  • 25% off everything, every day (excluding clearance events/final sale)
  • Complimentary design services (in-home and virtual)
  • Concierge services to assist with orders
  • Preferred financing options (subject to approval). Mitchell Gold + Bob Williams offers customers a credit card through Synchrony Bank. Comfort Club members receive 12 months, zero percent interest financing. See details
    12 months, 0% interest on all purchases made with your MG+BW card
  • After-hours appointments for your convenience. From order placement to delivery, member concierge services offer assistance throughout the process, including the ability to track orders, receive updates, and schedule deliveries. Plus, access to our customer care team (in stores and online) allows for a seamless delivery, with the ability to handle any issues that may arise.
  • Invitations to special events (in stores and virtually)
  • Exclusive access to seasonal clearance events
  • White glove in-home delivery
  • Installation support upon request
  • Membership only available to residents of the contiguous United States

Is there a member discount on final sale items as well?

Yes, Members receive 25% savings on all final sale/clearance merchandise.

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.

DISCOUNTS & SPECIAL OFFERS

DO YOU OFFER DISCOUNTS TO THE PUBLIC (NOT TRADE)?

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.

GIFT CARDS

DO YOU OFFER GIFT CARDS?

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

HOW DO I REDEEM A GIFT CARD ONLINE?

Unfortunately, our gift cards can only be used in stores at this time.

CAN I BUY A GIFT CARD ONLINE?

Gift cards are only available from our Signature Stores—sorry.

CAN 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.

CAN I ADD GIFT CARDS TO MY WISHLIST?

Not at this time.

CAN I EXCHANGE A GIFT CARD FOR CASH?

No.

MG+BW CREDIT CARD

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).

HOW CAN I APPLY FOR AN MG+BW CREDIT CARD?

You can apply online here by clicking "APPLY NOW". You can also contact your nearest Signature Store for a credit card application.

CAN I MANAGE MY MG+BW CREDIT CARD AT MGBWHOME.COM?

You can manage your MG+BW Credit Card clicking "Manage Account"  here.

CAN I USE MY MG+BW CREDIT CARD ONLINE?

Yes. Simply select MG+BW Credit Card as your payment method at checkout.

AFFIRM

WHAT IS AFFIRM?

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

HOW DO I USE AFFIRM ONLINE?

At checkout, simply select “Affirm” as your payment option. Fill out the information Affirm requests and select your payment schedule from Affirms offerings. Affirm as a payment option and Affirm offers are subject to approval.

ARE THERE LIMITS ON AFFIRM?

Yes. Currently Affirm is only available for order totals between $250 and $17,500.

WILL AFFIRM AFFECT MY CREDIT SCORE?

Creating an Affirm account and seeing if you prequalify will not affect your credit score. If you decide to buy with Affirm, these things may affect your credit score: making a purchase with Affirm, your payment history with Affirm, how much credit you've used, and how long you’ve had credit.

DOES AFFIRM CHANGE ANY FEES?

Affirm doesn’t charge any fees. That means no late fees, no prepayment fees, no annual fees, and no fees to open or close your account. Depending on the size of your purchase and where you’re shopping, your payment plan may include interest. You’ll never owe more interest than you agree to on day one—so you always know exactly what you’re getting into.

WHAT DOES IT MEAN TO PREQUALIFY?

When you prequalify, you get an estimate of how much you can spend with Affirm. You don’t have to use the full amount, and you’re not on the hook to pay anything back until you make a purchase. You can prequalify anywhere you see a "Prequalify Now" link with Affirm messaging online.

HOW DO REFUNDS OR CANCELLATIONS WORK WITH AFFIRM?

If your order qualifies for cancellation or refund, contact customer service to initiate. Mitchell Gold + Bob Williams will communicate any changes in your order total to Affirm.

HOW DO I PAY AFFIRM?

In addition to your order confirmation, you will receive an email or text from Affirm confirming your payment schedule and providing you details on how to make payments.

 

WISHLISTS

WHAT IS A WISHLIST?

A wishlist is a saved list of items that you can share with loved ones so that they can buy gifts they know you'll love. You can also use it to keep a list of your favorite items for future reference and purchase.

Log in or register to create a Wishlist.

HOW DO I KNOW WHO ORDERED ITEMS FROM MY WISHLIST?

When completing an order online from your wishlist, customers have the option to add a message.

CAN I MAKE CHANGES TO MY WISHLIST?

Yes, we encourage you to visit your wishlist often to add your latest loves.

CAN I PURCHASE FROM MY OWN WISHLIST?

Yes. Simply navigate to your list and choose the purchase option.

CAN I MAKE A WISHLIST PURCHASE AND ADD AN ITEM NOT ON THE LIST(S) TO THE ORDER?

Yes. You may add items to your cart and also add wishlist items by navigating to the wishlist and adding items using the links on that page. Those items will be removed from the list after you have checked out.

CAN I POST A LINK TO MY WISHLIST ON SOCIAL MEDIA?

Yes. Choose the URL option from your wishlist page and copy/ paste the link to social media.

CAN I EMAIL MY WISHLIST?

Yes. Choose the URL option from your wishlist page and copy/ paste the link in to an email or use the email function to share your list.

CAN ITEMS BE ORDERED FROM MY WISHLIST IN STORES?

Yes. Gifters simply need to visit one of our Signature Stores with a link to your list. Our staff can pull up the list in store. Wishlists are also searchable by name if the list has not been set to private.

DO GIFTERS NEED A PASSWORD OR ACCESS TO MY ACCOUNT TO COMPLETE A WISHLIST PURCHASE?

No. They can either access your list via a link you provide or using your name (if the list has not been set to private).

CAN CUSTOMERS OUTSIDE THE US PURCHASE ITEMS FROM MY WISHLIST?

Not at this time.

WHY HAS THE PRICE CHANGED IN MY WISHLIST CART?

Prices in your wishlist are subject to today's pricing. If a price has changed, the item may be part of a promotion (or was when you added it to your list).

WILL I BE NOTIFIED IF ITEMS ON MY WISHLIST ARE DISCONTINUED?

Not at this time.

HOW LONG DO WISHLISTS STAY ACTIVE?

Wishlists do not expire but they can be deleted if you choose this option.

HOW CAN PEOPLE SEE MY WISHLIST IF IT'S SET TO PRIVATE?

You have the option to set your wishlist to private. This means that the list will not display when a person searches for your name on our site. However, it can still be accessed by people you share the link with either via email or social media.

EVERYTHING ELSE

CAN I ORDER SWATCHES?

Yes. We offer free fabric, leather and finish samples and rug samples for a fee.
Learn more about Swatches ›

HOW DO I ORDER A CATALOG?

To order a catalog, click here ›

HOW DO I MEASURE PRIOR TO ORDERING?

Product measurements and COM/COL dimensions are includes with each item on our website. Choose the product that interests you and scroll down to review the technical specifications.

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

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 HAVE SOMETHING MADE WITH A COMPANY LOGO?

Not at this time.

CAN ITEMS BE ENGRAVED?

Not at this time.

HOW DO I CHECK A STORE'S OPENING HOURS?

Visit our Signature Stores page to find the location you prefer and choose the Store Details option to see hours and information.
Find a location near you ›

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.

DO YOU SELL TO FURNITURE DISCOUNTERS IN NORTH CAROLINA?

We do not. However, Mitchell Gold + Bob Williams has two Factory Outlet locations offering discounted prices on discontinued products and nearly perfect furniture.
Visit our Asheville, NC Outlet Store ›
Visit our Oxnard, CA Outlet Store ›

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

Yes, In–Home Services are available based on geographical location. Please contact your local store to see if a Design Associate is available to come out to your home.
Learn more about In–Home Service ›

DO YOU WORK WITH INTERIOR DESIGNERS?

While we do not sell directly to interior designers (to the trade sales), we love working with you to create comfortable and stylish designs for your clients. Please visit one of our Signature Stores for personalized assistance.

CONTACT US

 

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 purchased online please contact: 1.855.730.9999 or wecare@mgbwhome.com

Our Customer Service team is available from
9 AM – 7 PM EST


QUICK LINKS

Orders & Refunds ›
Shipping & Delivery ›
Returns & Replacements ›
Warranties & Legal ›
Site Questions ›
Product information, fabrics & construction ›
Comfort Club ›
Discounts and Special Offers ›
Gift Cards ›
MG+BW Credit Card  ›
Affirm  ›
Wishlists ›

Everything else ›

USEFUL INFORMATION

Our Warranty ›
Secure Shopping ›
Care Information ›