Shipping & Delivery

Donovan Lord Home ships based on the type of order you place:  Made-to-Order items, In-Stock Items, or a combination of both. See below for details on each order type and delivery policies. 

Made-to-order items

Production Timeline

Made to order items are when your piece is individually built for you after your order is placed. With increased demand as well as shipping delays due to COVID-19 and port congestion, our production and delivery processes take 18–22 weeks, with select products taking up to 26 weeks. Please refer to each product for expected delivery times.


Variances in lead times depend on production and cannot be rush shipped. Once your piece ships, a delivery date will be determined. 

Delivery

We provide quality delivery for a flat rate of $189. All made-to-order items will receive white glove delivery service. With this service, your delivery will be scheduled at a convenient time for you, the delivery team will carry your order into your home, unwrap, and assemble (when applicable). They will also clean up any packaging when they are done.

If in-stock items are purchased with made-to-order items, your items will be delivered at different times for the flat fee of $189. In-stock items will be delivered via FedEx or our delivery partner. For more information, see the in-stock items section below.

Missed delivery
If you are not present at the agreed upon delivery window, you will be charged a fee of $100.

Should your piece not fit at delivery
We encourage you to measure your space prior to placing an order. Reference the Will It Fit guide to ensure your piece will fit in your space and any doorways, hallways, and/or elevators it will have to pass through to get there. If the delivery team is not able to fit your order into your home, the order will be considered a return and we will refund the amount paid minus a 50% processing fee and shipping fee once your order arrives back at our facility.

Time of day

Deliveries may be scheduled Monday through Saturday. You will receive a scheduling link as soon as we have it so you can choose a day to accept delivery of your order. The day before your delivery day, our delivery partner will reach out to provide a time window for delivery.

Services offered for an extra fee

Storage. Orders that are required to be held at a local distribution center for more than 14 days incur a weekly charge of $39 (plus applicable taxes).

In-stock items

UPS or Fedex delivery
We provide quality delivery starting at $14. Our delivery fees are as follows:

Order subtotal Delivery fee
Below $99 $14
$100–$199 $19
$200–$299 $29
$300–$499 $49
$500–$999 $79
Over $1,000 $149

UPS or FedEx will hand-deliver select in-stock item to your doorstep Monday–Saturday.

Threshold delivery

We provide quality threshold delivery for a flat rate of $149. Some in-stock items receive threshold delivery. With this service, your delivery will be scheduled at a convenient time for you and the delivery team will carry your order into your home.

Missed delivery

If you are not home at the time of delivery, UPS or FedEx will leave your order at your doorstep. If UPS or FedEx is not able to leave your order, they will attempt delivery the following day.

If you are not home during the agreed-upon delivery window, you will be charged a fee of $100.

Made-to-order and in-stock order

If you place an order that includes both made-to-order and in-stock items, your items will arrive at separate times with a flat delivery rate of $189. Most in-stock items will arrive within 1–2 weeks. With our current volume, your made-to-order item(s) will arrive in 18–22 weeks. If you place a quick ship order, your order will arrive within 2–3 weeks.

 

Returns

We understand that flexible policies are important to you. However, we reserve the right to approve returns or exchanges, based on the condition of the piece and customer account history. Shipping fees are non-refundable.

Pieces that have been damaged, scratched, stained, or altered in any way are not eligible for return or exchange.

Art is final sale and not eligible for returns.

In-stock item return within 30 days

We offer flexible returns and will refund the amount paid minus a 15% processing fee and shipping fee, once your order arrives back at our facility. In-stock items must be returned unused and unwashed.

To begin the return process, please email pictures of your item to customerservice@donovanlordhome.com. We will send you a UPS or FedEx return label via email. Your order must be shipped back within 30 days from delivery. All items must be sent back in the original packaging. If the original packaging is unavailable, the customer is responsible for arranging equivalent packaging.

Find a nearby Fedex location.

Made-to-order or quick ship return requested within 60 days of delivery

Upholstered made-to-order or quick ship returns initiated within 60 days of delivery will incur a 50% processing fee, which will be deducted from the refunded amount. The return must be completed within 60 days of the delivery date, returns picked up outside of 60 days will not be honored. Only one return or exchange is allowed per order.

To begin the return process, email pictures of your item to . A member of our team will be in touch shortly. You can then arrange for our delivery partner to pick up your furniture order. The returning furniture must be picked up within your 60 day return window. Once picked up, you will be refunded for the returning furniture minus a 50% processing fee.

Return eligibility is determined at the discretion of Donovan Lord Home; damaged items cannot be returned.

*We do not allow any returns or exchanges within Donovan Lord Home Bespoke products. To begin a return or exchange, contact customerservice@donovanlordhome.com.

Please contact us if you have any questions.

Exchanges

We understand that flexible policies are important to you. However, we reserve the right to approve returns or exchanges based on the condition of the piece and customer account history. Only one furniture return or exchange is allowed per order. No cancellations on exchanges are allowed. Shipping fees are non-refundable.

Pieces that have been damaged, scratched, stained, or altered in any way are not eligible for return or exchange.

All art items are final sale and are not eligible for exchanges.

Made-to-order or quick ship item exchange requested within 60 days of delivery

If you request your exchange within 60 days from the delivery date, a 25% exchange fee (based on the price you paid for the item you are exchanging) will be applied to your new order. The request must be made within 60 days of the delivery date. Exchange requests outside of 60 days will not be honored.

To begin the exchange process, email pictures of your item to customerservice@donovanlordhome.com and a member of our team will be in touch shortly. Your original order will then be picked up by our delivery partner during the delivery of your new exchange order. The 25% exchange fee would remain in full.

Only one upholstery return or exchange is allowed per order. No returns on exchanges. Exchanges are determined at the discretion of Interior Define; damaged items cannot be exchanged. No cancellations on exchanges are allowed. Exchanges are accepted only for a product of similar value within the same category (sofa for sofa, sectional for sectional, chair for chair, etc).

*We do not allow any returns or exchanges within Donovan Lord Home Bespoke products. To begin a return or exchange, contact customerservice@donovanlordhome.com.

Cancellations

Made-to-order or quick ship items

Made-to-order and quick ship items are usually fulfilled 72 hours after orders are placed. Order cancellations requested within 72 hours will be refunded in full. Order cancellations requested outside of 72 hours will be refunded in full minus a 25% processing fee.

Order cancellations requested after 30 days from placing an order will incur a 50% fee. Once the order is shipped from our production facility, the shipping fee is nonrefundable.

For made-to-order art, order cancellations requested within 72 hours will be refunded in full. Order cancellations requested outside of the 72 hour window are non-refundable.

In-stock items

In-stock orders are fulfilled 72 hours after being placed. Order cancellations requested within 72 hours will be refunded in full. Order cancellations requested outside of the 72 hour window will be refunded in full minus a 15% processing fee and shipping is non refundable.

For art, order cancellations requested within 72 hours will be refunded in full. Order cancellations requested outside of the 72 hour window are non-refundable.

Order Modifications

Requested within 72 hours

Free!

Requested outside of 72 hours

We want to make sure your piece(s) are just as you envisioned them — that's why we give you the flexibility to adjust your order. We immediately begin processing your piece(s) upon receiving the order, and any changes during the fulfillment process result in lost time and materials. We ask that you finalize all order modifications within 72 hours of purchase. After 72 hours, there is a 25% order modification fee. Order modifications requested after 30 days will incur a 50% cancellation fee. Order modifications may impact your delivery timeline.

Damages

We encourage you to inspect your item(s) upon receipt. If you have a concern about quality, we'll work with you to correct it. To report any issues, send a photo to customerservice@donovanlordhome.com within 72 hours.

Made-to-order items

We work closely with our supply chain partners to ensure each production run falls within our approved variance range. Minor variances in size and shape may occur, as our products are handmade to order. 

Rugs

Variations in weave, fiber size, color, and overall rug size (up to 5% in length and width) are normal characteristics of handmade rugs and are not considered a manufacturing defect.

 

Restrictions / Limitations

  • Our return policy is limited to one return or exchange per household.
  • Made-to-order throw pillows can only be purchased with, and returned with, a made-to-order furniture item.
  • In-stock throw pillows can be purchased individually and are eligible for return without a furniture item. If an in-stock pillow cover is purchased with an accompanying insert, the pillow cover and insert must be returned together. Individual component pieces may not be returned.
  • Extra sets of legs are final sale.
  • Additional cushions and cushion covers are final sale.
  • Additional parts (legs, cushion covers, sectional connectors, etc) can only be purchased by the original owner of the piece.
  • Discounts/promotions cannot be stacked or retroactively applied.