The Hollywell

On Damage

If your item arrives damaged, please notate it at the time of delivery on the agent's Proof of Delivery form. Please then contact our Sales Team within 48 hours of delivery at sales@studioelmwood.com, and we will take care of this issue right away. Please include your order number and, where possible, photos of the damage and packaging, to aid our team in best assisting you.

Returns and Refund

We stand behind the quality of our products but understand that you may change your mind about a piece or that it may not work in your space as intended. We accept returns on select items within 30 days of delivery.

Our customers are responsible for return shipping charges. Refunds are made to the original method of payment less the original shipping fee and return shipping fee. Shipping fees are non-refundable unless the item received is damaged, defective, or incorrect. Returns that arrive with postage due will be returned to the sender.

Please allow 5-7 business days from the date of return receipt for the refund to be issued so that we may process the return and conduct a quality control review. Once a refund has been issued, you will be notified via email.

If you would like to use your own return shipping method, please obtain a return authorization number from sales@studioelmwood.com. Once obtained, pack and return items in original condition and include the provided form.

Shipping

How will my custom piece be shipped? 

Your custom piece will be shipped and delivered via a delivery agent who is local to your area. Prior to delivery, you will receive a scheduling call from the delivery agent.

How long will my order take to arrive? 

Once your custom piece is complete, shipping will require approximately 2- 4 weeks for arrival.

Can I change my shipping address? 

Orders may only be delivered to the address provided at the time of checkout.

How do I prepare for my delivery? 

Once your item is in transit, you’ll receive an email with instructions on how to schedule the delivery.

Our carrier will reach out to you 24 hours before the scheduled delivery to provide a 2–4 hour delivery window. On the day of delivery, you'll receive a notification when the delivery team is approximately 30 minutes away.

Do I need to be home for delivery?

Yes. You must be present to allow for our white glove delivery into your home, and to provide a signature of order receipt.