FAQ

About Dims.


“Dims.” is shorthand for “dimensions” and is often used by architects, designers and other people who measure things in the course of their work.

Our core collection of wood furniture is batch-made in the U.S.A. by the same craftspeople that produce furniture for the most respected design brands in America. All of our sofas are handmade to order in the Pacific Northwest, using only certified-sustainable materials and a tight curation of Kvadrat textiles.

The combined experience of our U.S. manufacturers stretches across centuries, resulting in quality that sets the benchmark for domestic furniture manufacturing.

A minority of Dims. furniture is produced in Taiwan at metal factories with decades of experience manufacturing for top European design brands.

General


Send us an email at concierge@dims.world as soon as possible if you would like to cancel or change your order. We process orders quickly, but we will do our best to fulfill your request.

Assembly instructions can be found inside your packaging.

We are a small team right now and unable to field phone calls. Kindly email us at concierge@dims.world and we will reply just as soon as we are able.

We currently do not offer assembly services.

Preorders


We are opening up individual preorders of the Word Table Light II to Alaska, Hawaii and Canada. International shipping is available for bulk orders (5+ units) only. Additional shipping fees will be charged, and international customers will be responsible for applicable customs duties, fees or taxes.

If you are not located in the continental U.S. and would like to place an order, please contact us at concierge@dims.world so we can assist.

If you place a preorder, your item is made to order as part of a small batch. This means your item will not be shipped until after it’s been made. Preorders enable us to avoid overproduction, reduce waste and share cost savings with our early adopters.

We estimate upfront for you when the item will be shipped, and do our absolute best to stand by our estimated delivery windows. However, even under normal circumstances, delays do arise. Since early 2020, COVID-19 has affected the speed and resilience of our supply chain in unpredictable ways, and we are working diligently with our partners to eliminate delays, both safely and surely.

If a delay occurs, we will remain in communication with you on the status of your order. Due to the special nature of preorder production, preorders cannot be canceled.

The wait time for preorders varies by product. Before purchasing, you will see an estimated shipping window below the “Preorder Availability” button on the relevant product page. Your card will be charged at the time of checkout.

We estimate upfront for you when the item will be shipped, and do our absolute best to stand by our estimated delivery windows. However, even under normal circumstances, delays do arise. Since early 2020, COVID-19 has affected the speed and resilience of our supply chain in unpredictable ways, and we are working diligently with our partners to eliminate delays, both safely and surely.

If a delay occurs, we will stay in communication with you on the status of your order. Due to the special nature of preorder production, preorders cannot be canceled.

Your card will be charged at the time of checkout. The preordered product will ship at a later date.

We will keep you updated via email on the status of your preorder. You can also check on preorder status here.

Trade + Contract


Yes, we offer special benefits to registered design professionals, including:

— Trade pricing and quotes
— Custom colors and COM
— Complimentary swatches
— Responsive sales team

Kindly contact us at b2b@dims.world to request more information.

Wood Furniture


All of our wood furniture is made in Falconer, New York, by Fancher Chair Company — a 200 year-old legacy manufacturer. Fancher’s craftspeople produce heirloom-quality furniture for Dims. through a rare combination of American craftwork, cutting-edge industrial machinery and lean manufacturing practices.

No, we do not offer custom wood furniture at this time.

Dust your wood furniture with a soft dry cloth. If necessary, wet a soft cloth with warm, soapy water and wipe gently. Avoid harsh cleaning agents and abrasive pads. Always follow the wood grains and dry immediately after cleaning.

To avoid damage or discoloration, avoid placing your wood furniture in direct sunlight, excessive heat or humidity for sustained periods of time.

Metal Furniture


Our metal furniture is produced in Taiwan by Hanware Enterprises, a leading metal factory with decades of experience manufacturing for top European design brands. Based in the industrial manufacturing town of Taichung, Taiwan, Hanware has been manufacturing premium steel houseware products since 1987.

Now led by the daughters of the original founder, Hanware’s technicians pair traditional fabrication methods with cutting-edge technology to produce zero-VOC powder-coated steel furniture for Dims.

No, we do not offer custom metal furniture at this time.

Use a soft dry cloth to clean your metal furniture. If necessary, wet a soft cloth with warm water and wipe gently. Always dry immediately after cleaning. Avoid harsh cleaning agents and abrasive pads.

Financing


Dims. partners with Affirm to offer pay-over-time financing to our customers. Affirm is an alternative to credit cards, and allows you to pay for your purchase in monthly installments over 6, 12, or 18 months. To see if you qualify, please visit the relevant product page and click on “Prequalify” for more information.

Qualified customers can take advantage of rates starting at 0% APR for Affirm financing. Affirm discloses all fees before you make your purchase, so you understand exactly what you will pay for financing. There are no hidden fees.

Affirm’s approval process is usually very quick. After you answer a a short list of questions to verify your identity, your loan amount will be processed. The entire approval process can take less than 5 minutes.

Affirm runs a “soft” credit check, which does not affect your credit score.

After your order, you will receive monthly emails and SMS reminders about upcoming payments. Your first monthly payment will be due 30 days from the date of your order. We suggest setting up autopay to avoid missing any payments.

If you process a return and have already made payments to Affirm, Affirm will credit your payments (up to the refund amount) to your original form of payment within 3 to 10 business days of the refund. Please note that the refund will not include any interest paid on the financing.

After placing your order, you will receive an email and text from Affirm noting that you have successfully paid for your order with Affirm financing. These messages will include an email and phone number for Affirm customer service, which can be contacted if you have any questions about your Affirm financing.

Checkout


Unfortunately, we cannot tell why it was declined on our end. Please check that your card’s billing details (such as the security code and billing address) match what you have entered into our system. If the details match, your card issuer may have declined your payment or put a hold on the card for fraud prevention. In this case, we recommend calling your card issuer to resolve the issue.

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 will see an order confirmation page and receive an order confirmation email.

Your card will be charged at the time of checkout.

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

Shipping


We ship within the contiguous United States (48 states). We do not ship internationally or to Hawaii, Alaska or Puerto Rico.

Currently, we do not have any storefronts or locations for pickup. All of our inventory ships from our fulfillment centers.

If you receive tracking information and the delivery date lands while you are away, FedEx can hold your package for free and deliver it again when it works for you. FedEx offers vacation holds, which you can learn about here. UPS offers hold options here. Due to space constraints and risk of damage, we are not able to hold shipments at our facilities.

Larger items shipping LTL will require a scheduled delivery. The delivery company will contact you directly to schedule delivery. Please note we cannot hold orders. For more details, please visit our delivery instructions page here.

We do not expedite shipping at this time.

Unless otherwise stated on the product page, please allow up to two weeks for orders to be shipped. Please also bear with us as packages may be lost or damaged in transit as UPS and FedEx do their best to adjust their delivery practices and protect their employees during the pandemic. If a product is available for preorder, it will ship on or around the estimated shipping date described in the preorder status page.

We do not ship to P.O. Boxes at this time.

We typically ship via FedEx Ground and UPS Ground. Larger items (e.g., sofas) are shipped via private carrier.

Yes, all items require signature upon delivery to prevent theft or missed deliveries. We encourage you to use FedEx Delivery Manager or UPS My Choice to monitor your shipment or request pickup at a local office.

This does not happen often but when it does, we unfortunately cannot take responsibility for lost or missing packages that show successful delivery. You may need to contact the carrier to file a lost or stolen item claim.

Composed Vanity II ships in two parts. One package contains the metal fixtures, while the other contains the wood tabletop. Typically, both will be delivered on the same day but occasionally they will be delivered separately. If you‘re unable to locate your second tracking number, feel free to reach out to us.

Returns


You have 30 days to return a product, except for made-to-order items, clearance sale items or as otherwise stated on its product page. Please note that shipping fees, which help to finance the high cost of shipping large and bulky items, are nonrefundable.

All returns will incur a 10% restock fee. This fee subsidizes the cost of shipping, processing and potential repackaging. In order to ensure that products remain in resalable condition, we are only able to accept returns in the original packaging, which is specially designed to protect merchandise from damage in transit.

Non-furniture items (such as tabletop accessories) are only eligible for return if they are unused and unwashed. Original packaging is necessary for these products as well.

In order to initiate a return, please email us at concierge@dims.world.

Once we receive your return at our warehouse, our team will inspect the returned item. This can take up to 7 business days. If it is in new condition, we will issue any appropriate credits, less the restock fee. Please allow 5-10 business days for any credits to be processed. If you received a preorder perk in connection with your preorder, the full retail value of your perk will be deducted from any credit issued for your return.

Please consider the following before making a purchase or initiating a return:

  • Returns must arrive in their original packaging.
  • We cannot accept returns on any products showing scratches, stains, drilling, customization or any other modifications.
  • We do not accept returns due to variance in wood color or wood grain. Like all natural materials, wood inherently differs in color and grain pattern — every tree is one of a kind. Each Dims. piece made from wood will display unique variances, which may include knots, lines, color difference, tiger grain, color variation or shadows. All of these are expected and valued characteristics of natural wood, and are integral to wood products.
  • We cannot accept returns or exchanges of furniture that is unable to be delivered due to sizing or fit issues.
  • All orders requiring additional customization (e.g., COM) are final sale.
  • All clearance sale items are final sale.
  • We can only accept one return or exchange per household (based on shipping address).

All returns will incur a 10% restock fee, regardless of the reason for the return. This fee subsidizes the cost of shipping, processing and potential repackaging.

Yes, there are several. Please see above for our return policy.

If you believe your product has a defect or damage, you must report it within 7 days of receiving the item to be covered by our warranty. To start the claim process, please email us at concierge@dims.world.