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.

The bulk of Dims. furniture is manufactured in the U.S.A. at elite manufacturers with stellar reputations in the design industry. Their combined experience stretches across centuries of furniture-making, resulting in quality regarded as 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.

By producing in small batches or making to order, our manufacturers allow us to produce furniture much more efficiently, and with less waste, than traditional furniture brands. Their skill, experience and flexibility enable our speed to market and quality standards.

We currently have 6 full-time employees. If we do not reply immediately or satisfactorily to your inquiry, we ask that you remain patient with us.

We currently have our first showroom open in Los Angeles. For more details and appointments, please visit this page.

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.

Instead of running seasonal sales, we focus on offering the best possible quality at the fairest possible price year round. From time to time, preorder pricing is applied to select furniture items with significant lead times in order to offset the length of wait.

We also curate a small selection of furniture suites, which sometimes include complimentary items or suite pricing. Suites are also available year round.

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.

You can view up-to-date information regarding your preorder on our Preorder Status Page.

Trade


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

  • Exclusive pricing
  • Additional custom options (e.g., COM)
  • Personalized service
  • Exclusive trade newsletter
  • Special events and product previews

Trade members who place orders totaling over a minimum threshold receive VIP perks and benefits. Kindly contact us at trade@dims.world to request more information.

Upholstered Furniture


All of our upholstered furniture (e.g., sofas) is produced by expert craftspeople at a state-of-the-art manufacturing facility located in the State of Washington. Founded in 1974, Kaas Tailored has been producing top-quality upholstery for Fortune 500 furniture and aerospace clients for nearly 50 years.

Kaas consistently sets itself apart due to its impeccable quality levels, strong culture of continuous improvement, fair pricing and blazing-fast speed to market. Kaas is our exclusive partner for upholstered furniture.

Every sofa has undergone rigorous comfort testing by our team, our manufacturing partner and our customers. Please feel free to read the reviews of other customer reviews if you are feeling unsure.

You also have 30 days to test your sofa’s comfort and ensure your satisfaction. If you are not 100% happy with it, we will arrange for pickup and refund, less a modest 10% restock fee.

All of our upholstered furniture is made to order specifically for you by expert craftspeople at a state-of-the-art facility in the State of Washington. Generally, our lead time for made-to-order upholstery is 10 weeks, but please check the specific lead time stated on the relevant product page.

After your order, you will receive an email informing you that your furniture is in production. You will receive a follow-up email when your order has shipped. Our local delivery agent will then contact you via phone for your scheduled delivery date. For more details, please see our delivery instructions page here.

Yes, all upholstered furniture offered by Dims. can be made with COM (customer’s own material). For more information, please email us at concierge@dims.world.

Because each upholstered furniture piece is made to order, we cannot expedite orders. However, our manufacturing partner consistently meets its projected lead times.

If white-glove delivery has been specified, please clear all pathways to the room where you would like your upholstered furniture to be placed. Please also ensure that the room is clear and easily accessible. We recommend inspecting your order at the time of delivery to confirm no damage occurred during transit.

Our delivery partners will not remove existing furniture at the time of delivery. For a painless delivery experience, we recommend removing any existing furniture prior to your scheduled delivery date.

If you need to reschedule your delivery appointment, please contact your local delivery agent (or email us at concierge@dims.world) as soon as possible. A rescheduling fee may be assessed by your delivery agent.

If you act quickly, it is not difficult to remove spills and prevent stains from forming. However, we cannot guarantee complete stain removal.

First, scrape off any liquid or hardened residue with a spoon or a scoop. Any loose particles should be vacuum-cleaned before further cleaning. Any liquid should be soaked up with an absorbent napkin or cloth.

Remove non-greasy stains by carefully dabbing with a lint-free cloth or sponge wrung out in warm water. Edge marks can be avoided by dabbing gently in circular motions towards the center of the stain with a clean, lint-free cloth. Remove greasy stains by using appropriate detergents or solvents. In all cases, we recommend testing stain-removal agents on an inconspicuous area first, to see if there is any effect on the textile.

Make sure to dry the textile fully before use.

These recommendations cannot guarantee complete stain removal. In order to ensure satisfactory results, particularly for large stains, we recommend contacting a professional dry cleaner. It is important to inform the professional cleaner whether the stain has already undergone treatment.

Due to excess dye in jeans, dark jeans may leave stains on textiles. Washing and cleaning may not always lead to satisfying results.

Be careful when using solvents — these could dissolve the upholstery materials beneath. Never use un-concentrated detergents or bleach, ammonia or soap intended for hard surfaces.

COVID-19 can be easily neutralized by regular surface disinfectants that you can find at your local grocery store.

Ethanol
You can use an ethanol (alcohol)-based disinfectant (70-85% concentration) on both polyester and wool textiles without damaging them or changing their colors.

Chlorine
You can use chlorine-based disinfectants (1,000-1,2000 ppm concentration) on your polyester textiles without damaging them or changing their colors. Avoid chlorine-based disinfectants for wool and wool-blend textiles.

Bleach
You can use bleach-based disinfectants (5% bleach concentration, 1:10 ratio) on your polyester textiles without damaging them or changing their colors. Avoid bleach-based disinfectants for wool and wool-blend textiles.

Steam Cleaner
You can use a steam cleaner to disinfect both polyester and wool textiles without damaging them or changing their colors.

In all cases, be sure to thoroughly clean off all surface dirt before disinfecting any textile. Keep your textiles as dry as possible, both during use and after cleaning.

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. Due to space constraints and risk of damage, we are not able to hold shipments at our facilities.

Alfa is currently the only product that requires a scheduled delivery. However, your order will still be shipped within the shipping window provided upon checkout. We cannot hold orders. For more details, please visit our delivery instructions page here.

Our 6% shipping fee subsidizes the cost of processing, handling, packing and delivering your order. Due to the bulkiness of most furniture items, these costs can add up quickly. Unfortunately, we need to charge a modest shipping fee in order to help cover our costs.

* Free shipping is offered on the Word Table Light.

We do not expedite shipping at this time.

If a product is in stock, it will typically be delivered within 2-5 business days from the time you receive tracking information. However, due to the continuing impact of COVID-19 on domestic logistics (including warehouses and carriers), you may experience delays.

Given the number of orders being processed and extended lead times for shipping across the United States, 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.

Due to the continuing impact of COVID-19 on domestic logistics (including warehouses and carriers), you may experience delays for the foreseeable future.

Given the number of orders being processed and extended lead times for shipping across the United States, please allow up to 2 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. To protect your order from shipping damage that may arise, please add Route package protection at checkout.

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

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

For standard orders, you don’t need to be at home. FedEx can leave the packages in front of your house or in your apartment building lobby if you aren’t on-site. We encourage you to use FedEx Delivery Manager to monitor your shipment or request pickup at a local office. Shapely orders do require a signature, so plan to be at home or have someone available to accept your order.

For large orders shipped via private carrier (e.g., sofas), you will need to be at home to accept the order.

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. We encourage customers to add Route package protection at checkout which covers lost and stolen packages. To learn more, check out our Route FAQ questions.

Each sofa is made to order and its lead time is stated on the relevant product page. Your card will be charged at the time of checkout and your order will ship at a later date.

You will receive an email when your sofa has shipped. Our local delivery agent will then contact you via phone for your scheduled delivery date. For more details, please see our delivery instructions page here.

Our Composed Vanity ships in two parts. One package contains the metal fixtures, while the other contains the wood tabletop. Typically, both are delivered on the same day by FedEx, 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


Unless otherwise stated on its product page, you have 30 days to return a product. 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 visit our returns portal below:

Returns Portal

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.
  • We can only accept one return or exchange per household (based on shipping address).

We do not process exchanges, but you are free to return one product and purchase a different one. See above for our return policy.

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. Preorders that have not yet shipped will not incur a restock fee.

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

No, we do not.

If your package was protected by Route, you can easily file a product damage claim here.

If you believe your product has a defect, you must report it within 7 days of receiving the item to be covered by our warranty. Defective products will not incur a restock fee, as long as they are sent back in their original packaging. To start the process, please fill out the form below, include photos of the product and our team will be in touch with you in 1-2 business days.

Order Support Form