FAQ

Have a question? Check the list below to see if we have your answer. If you don’t see your question, send us a note at
concierge@dimshome.com.

About Dims.

General

Returns

  • What is your return policy? +

    You have 60 days to return an item unless it’s damaged or heavily used. If you request a return within 14 days of delivery, we'll even cover the cost of return shipping back to us. Once we receive it, we'll inspect your returned item. If it's in good condition, we'll issue any appropriate credits and/or refunds. We only accept returns in the original packaging.

    To initiate your return, just email us at concierge@dimshome.com within 60 days of receiving the item. In your email, you'll want to include the order number, your name, a brief note describing the reason for return and a photo of the item and its packaging.  

  • Do you have an exchange policy? +

    Not a formal one. But you’re free to return one product and purchase a different one.

  • Do I pay for return shipping? +

    If you request a return within 14 days of receiving your package, return shipping is on us!

  • Are there any limitations to Dims. accepting a return? +

    If the product is damaged with scratches, stains, drilling or any other modifications, we can’t accept your return.

  • My order arrived in not-so-perfect condition. What do I do? +

    Oh no! That wasn't supposed to happen. Please reach out to concierge@dimshome.com, and we'll take care of it right away.

Checkout

  • My card was declined! What happened? +

    Darn, we can’t tell why it was declined on our end but there are a few things to check if your payment didn’t go through. Check that your card’s billing details (such as the security code and billing address) match what you’ve entered into our system. Your card issuer also may have declined your payment or put a hold on the card for fraud prevention. We recommend calling your card issuer to resolve the issue.

  • I tried placing my order, but received an error. Did my order go through? +

    The good news is that if you see any errors during the checkout process, no orders were processed and no charges were made to your account. Upon a successful checkout, you'll see an order confirmation page and receive an order confirmation email. If you're unclear on anything, don't hesitate to contact us at concierge@dimshome.com.

  • Will my card be charged at the time of checkout or time of shipment? +

    Your card will be charged at the time of checkout. If a product is in stock, it typically ships within 1-2 business days. After your product ships, you’ll receive a notification via email.

  • How is my payment processed? +

    We work with an established payment provider called Stripe. All communication is done via a fully secure connection.

Pre-Orders

Shipping

Trade

  • Do you offer a trade discount? +

    Yes, we offer a trade discount to interior designers, architects and qualified design professionals. Ping us at trade@dimshome.com to get the conversation started.