Frequently Asked Questions
We’re here to help—with your design and every step along the way. Click the sections below to find answers to our most commonly asked questions.
Why should I use Homepolish?
Homepolish was founded with a simple idea: interior design needed a redesign for the way we live now. With the perfect interior designer, renovation support, and our dedicated customer team, we handle it all—from the vision to decor purchasing and installation.
We represent the nation’s top interior design talent and select the perfect one for you, providing everything you need for a space you’ll love—vetted general contractors, a Purchasing Concierge, and exceptional customer service. It’s a personalized, end-to-end interior design experience.
How is Homepolish different from traditional design companies?
With Homepolish, you aren’t just hiring a designer—you’re getting a full-service customer support team that will keep your project on track. We have the bandwidth and experience to handle everything from contracts to contractors, and we tailor our services to every single client and project, so you’ll always feel like a priority.
What kind of spaces can Homepolish design?
Any space you can imagine—from hyper-haute offices to full-home renovations to pop-up shops and petite studio apartments. (We’re looking forward to a spaceship commission one day).
Can I choose my designer?
We’ll do our best to match you with a specific designer if there is someone you have in mind. However, if their schedule or workload doesn’t align with your project, we’ll match you with someone who can work best for your given needs.
How does Homepolish focus on designer-client partnerships?
Homepolish isn’t about an aesthetic, we’re about an idea and a mission. If you take a look at our body of work, we’ve done spaces that range from minimal modernism to eclectic Neo-traditional. Our brand is not our style—it doesn’t have to be yours—so you can trust us when we say we try our best to create spaces that are a true reflection of who you are and how you live. Our designers are collaborative partners with you to make that a reality. We rigorously vet applicants and hand-select the professionals who most perfectly pair with your needs—matching them on personality, taste, experience, and enthusiasm.
Can I use Homepolish if I don’t live in one of your cities?
Request our services and we will do our best to accommodate you. We have in-person designers in many major locations across the US, and we also offer other solutions in areas where we don’t have a presence.
How do I get started?
Simple: Fill out your details online, and we’ll either hand-select a designer for you or set you up with a Homepolish designer you already love. Then enjoy a complimentary, one-on-one consultation with your match.
What do you use my information for?
What kind of designers work for Homepolish?
Our rolodex ranges from established talent to emerging designers from top firms. We rigorously vet applicants and hand-select the professionals who most perfectly pair with your needs—matching them on personality, taste, experience, area of expertise, and enthusiasm. We represent designers just as much as we represent our clients, and we work to help them grow their careers with Homepolish.
What about contractors?
When your project needs it, we’ll match you with reliable contractors and architects from our trusted network, saving you from a stressful bidding process. We’ll partner with your designer to keep things moving—from contracts and billing to everything in between.
I HAVE A DESIGNER, NOW WHAT?
How do I schedule my complimentary consultation?
During the signup process we’ll ask for your specific availability to help schedule your initial consultation. A member of the Homepolish team will reach out to you to gather more information before connecting you with your designer. Once you are matched, your designer will offer suggestions based on your preferences and work to set up a time. The complimentary consultation is typically one hour in your space.
Note: when we ask for your “general” availability that refers to how you’d prefer to work with your designer (for example, if you prefer nights/weekends or only midday meetings, etc.)
What should I expect on my consultation?
During your complimentary in-person consultation: you and your designer will meet in-person (ideally in your space) or connect by-video if you are working remotely. They tour your space, and discuss your design goals. Your designer will then give you actionable options for improving your space. These might include furniture resources, paint colors (if you say you want to paint in your project details) or other ideas depending on your exact needs. The consultation gives you a chance to express your needs in detail and get the kind of insight you can’t get over email.
After your consultation, your designer will weigh your needs and project scope, and create a custom proposal outlining tasks, products to purchase, and a recommended design fee. Once you review, you can move ahead and dive into your project.
How should I prepare for my consultation?
All you need to do is be ready to talk about what you’d like to work on. If you have any inspiration photos (or a Pinterest board) bring those (and feel free to peruse The Magazine for tours that could align with your taste).
How long will my project take?
We’re able to work at whatever pace you need—if you’re on a tight turnaround for your office or if you have more time to plot out the home you’ve always wanted. Our designers want to work at a pace you’re comfortable with. Please let us know any deadline requirements you have upfront and we’ll take it into account. When your designer presents you with your proposal post consultation, they’ll be able to give you an estimate on timing. They will always work to maximize your time efficiently, spending time on areas where their expertise is most valuable and making a space you love.
We’ve also written a guide with additional information on the industry and interior design basics.
How long is the initial consultation?
Typically one hour.
THE INS & OUTS OF BOOKING YOUR PROJECT
How much does Homepolish cost?
Since each space and project is different, we begin with a complimentary consultation, followed by a customized proposal. This gives our designers the opportunity to discuss your needs and vision and create a personalized plan tailored to your space and needs. The proposal will be sent for review after the consultation and will include a recommended design fee.
Once you agree to your design fee and scope of work, you’ll be introduced to a dedicated account manager for your project and receive an invoice to submit payment for your project.
What happens when my project begins?
Once you decide to move forward, your designer will follow the specifics of the proposal to complete your project. Your designer will reach out with next steps and proceed along the agreed-upon outline, efficiently prioritizing your needs. If you prefer to source certain items yourself and have your designer manage other needs, you can allot their time accordingly. It’s a collaborative process and completely customizable to how you work best.
How should I work with my designer?
We want your collaboration to be as seamless as possible. You and your designer can decide the process that best suits your project (and we’ll match you with someone who aligns with your needs). How you communicate is up to you—email, phone calls, texting—pick your preference. If you want to be heavily involved, you could set up a weekly check-in for your project.
We truly believe communication is key. Having a “back and forth” with your designer is completely normal. Come up with a list of musts, maybes, and if-we-have-times and prioritize. The more your designer knows about your taste, the more they can tailor their design decisions.
When giving feedback, the more specific you can be the better. Try to weigh each decision individually and delve into what leads you to like or not like something (color, form, fabric, and/or finish). You may love the color of something but not the shape, and clearly expressing these things will make each iteration closer to your vision. We always recommend clients sit with a design for a couple days so they can see if maybe certain options grow on them. Some of a designer’s role is to push boundaries, but ultimately it’s your home, so you decide.
I HAVE A PROBLEM
What if I want a different designer?
We’re happy to work to match you with someone who is a better fit. Reach out to your Account Manager.
Things are moving too slowly!
The design process includes many steps that often take longer than expected, but talk to your designer about creating or changing specific time frames. Setting a specific day/time to talk every week is an easy way to keep everyone on track!
If you still feel like your project is not progressing, reach out to your Account Manager.
My designer is using time in a way that I don’t want them to.
Reiterate your wants and needs with your designer. Be upfront and clear. If your idea of your dream space has changed since the design process started, just talk about it with your designer and ask them if certain decisions might require more (or less) design time. It’s your home and it needs to be perfect so don’t be shy about changing your mind. The two of you can work to figure out how to best reach the new goal.
Remember that your designer is an experienced professional when it comes to time management so ask them for recommendations on how you can work together efficiently.
I don’t like my designer’s suggestions.
Try asking for more diverse resources or showing them specific products that you may already have or know of that you do like. If you’re open to vintage, let them know! Give them specific feedback of the selections you’ve received so far and be as honest as possible (for example, “I don’t like this because it’s green and I don’t like green”). If you are unsure why you don’t like it, reach out to your Account Manager, and they’ll be happy to guide you through the process.
My designer isn’t responding to me.
Your dedicated Account Manager is here to help. Email them to rectify the issue.
What is the Shopping List?
The Shopping List is a tool that allows you to organize the items you wish to purchase, request quotes, and place orders across vendors, and connects you to our expert Concierge team to manage orders as efficiently as possible. As a Homepolish client, you also have access to exclusive products from to-the-trade vendors.
Using our Concierge service to handle your ordering logistics allows our designers to devote more time to doing what they do best—design! Best of all, every Homepolish client gets unlimited Shopping List access, even after your project is complete.
What are the benefits of using the Shopping List?
Shopping List allows you to access the ease of one-click ordering across all of our best-loved and discoverable vendors, in addition to exclusive access to to-the-trade vendors. You can also manage and track all of your Concierge orders from a single location, and collaborate with your designer for your purchasing needs with your project in mind.
We want to ensure you have the best customer service experience across every vendor you order from. As your personal Purchasing Concierge, you can leave all the details to us.
What are the step-by-step instructions for using the Shopping List?
Using the Shopping List is easy. If you have any questions, the Concierge Team is available at firstname.lastname@example.org to help you.
- Navigate to the Shopping List after logging in to Homepolish.
- Select “New List” to organize your purchases. Create lists by room, by brand, however you like.
- Once you’ve created the list, select “Add Item” and copy and paste the URL of the item you wish to purchase.
- In the “Tell Us More” dialogue box, you can select the list you would like to add the item to, update the pricing, change the item name, choose the quantity, and specify any details regarding size, color, etc. that our team will need to know.
- Hit “Submit”. The item is now added to your Shopping List.
- When you’re ready to submit a quote request, select the items in your Shopping List and select the “Review Order” button at the bottom of the page.
- The checkout allows you to edit the quantities, shipping details, and payment information for your quote.
- Select the “Submit Quote Request” button. You’re all set! Our team will take care of your quote request, and you can expect a completed quote for your review and approval within 1-2 business days.
I sent an email to email@example.com. How quickly can I expect a response?
Our expert staff strives to provide personal attention and support to each inquiry within one business day or less.
THE QUOTING AND ORDERING PROCESS
I submitted my quote request! How long will it take to receive my quote?
The Concierge team will complete your quote with all your item details, tax, and shipping fees and send for review and approval in 1-2 business days. We’ll send an alert to you and your designer if we anticipate any delays to the process. You can always check the status of your quote requests and orders on your Orders Page when logged into your Homepolish account, or feel free to reach out to firstname.lastname@example.org with any questions.
You will be charged for the order once you approve the quote, and the Concierge team places the order. We will never place an order without direct client approval.
Note that to-the-trade quotes can often take longer, as they frequently require direct correspondence with the vendor.
I have a promo code/coupon code. Can this be applied to my order?
The Purchasing Concierge is happy to honor applicable sale pricing at the time of order placement. Sales cannot be honored retroactively after an order is placed.
Promotional or coupon codes cannot be applied to Concierge orders.
I have a gift card/in-store credit/a store credit card. Can this be used?
So sorry! We cannot accept these methods of payment for Concierge orders at this time.
Can I order an item through the Shopping List and pick it up in a store location?
Most vendors do not support in-store pickup for trade orders. However, Crate & Barrel and CB2 do support this ordering system; just let us know what pick-up location you would prefer when submitting your quote request!
I need to update my credit card! How do I do this?
In the “Review Order” section, you may select the payment method you wish to use or select “+ Add New Card” from the credit card drown-down menu.
Need to update your credit card after you’ve submitted your quote request? No problem, you can select a different payment method or add a new one prior to approval.
My custom item has a long lead time. Can this be expedited?
No. Lead times are determined by the manufacturer and the vendor, and cannot be expedited. Review lead times carefully to ensure that they fit your project’s needs.
I approved my quote! How long will it take to place my order?
Once your order is approved, the Concierge team will place your order with the vendor or vendors within 1 business day. If any pricing has changed, we’ll let you know before moving forward with order placement.
SHIPPING AND DELIVERY
How will I be notified of updates and shipping information for my orders?
Tracking information will be sent to you via email as it becomes available. You and your designer can also view your shipping and tracking information by viewing your Orders Page when logged into your Homepolish account.
Shipping addresses cannot be updated once the order is processed by the vendor. Please review your shipping address carefully prior to approval.
What are the shipping policies for Homepolish Concierge orders?
All Concierge orders are subject to the policies of each vendor. Shipping methods and fees are determined by the vendor and are non-negotiable. Product availability is subject to change, and our team will be sure to communicate any changes in your completed quote.
Can all my items be delivered on the same day?
Shipping and delivery is not coordinated directly by Homepolish. We recommend working with your designer to source items and request shipping methods that work within your project timeline and budget prior to purchasing.
Shipping methods are determined on a per-item basis by the vendor; the Concierge will provide the best available estimated ship dates of each item based on availability at the time the quote is prepared. Delivery cannot be scheduled for items that ship standard ground; tracking information will be provided as it becomes available.
If working with a receiving agent/warehouse is the best option for your project, the Concierge can provide this service for an additional fee. If you’re interested in this service, please email email@example.com prior to sourcing.
Can my in-home delivery items be delivered on the same day/as they become available?
Each vendor’s policy is different; we strongly recommend reviewing the shipping policies with your designer prior to sourcing.
Most commonly, vendors in-home delivery fees are determined on a per-trip basis; your delivery will be available to schedule once all items are ready for delivery.
For vendors that offer “unlimited” in-home delivery, we suggest grouping all items from the vendor together into one quote request. Delivery fees cannot be consolidated retroactively once orders are placed.
I need my in-home delivery item right away. Can the shipment be rushed?
No. Rush shipping is not available for in-home delivery items. Please allow approximately 2-4 weeks for the item to arrive at your local delivery hub, and additional time for delivery scheduling.
I need a COI for my building or I have specific delivery requirements. Can these requests be accommodated?
We recommend deliveries and COIs be coordinated directly with the carrier. Carriers often request very specific information regarding the insurance requirements of your residence. Because you’ll know your schedule and building details best, you may find it more efficient to speak directly with the carrier.
Note that buildings will often keep a permanent COI on file for common ground carriers such as UPS or FedEx.
RETURNS, EXCHANGES, AND REFUNDS
What if something goes wrong with my order?
Our team of experts is trained to handle difficult situations. Send an email to firstname.lastname@example.org with your questions, concerns, or issue and our Concierge Team will work to resolve the issue on your behalf. We are able to work closely with our dedicated representatives to provide a smooth ordering process, coordinate the sometimes inevitable exchange, or even negotiate compensation in the case something goes awry.
What are the return policies for Homepolish Concierge orders?
All Concierge orders are subject to the policies of each vendor. Return policies and shipping fees are determined by the vendor. Return restrictions will be noted in the quote sent to you for approval.
Please note that any custom or final sale items cannot be cancelled, returned, or refunded.
Can I return an item from a Shopping List order in-store?
No; Homepolish returns must be facilitated through our dedicated vendor representatives. To ensure a fast and smooth return process, reach out to email@example.com with your return request and our team will be happy to assist!
How can I receive fabric or wallpaper samples from retail vendors?
Many vendors supply complimentary fabric or wallpaper samples directly from the vendor website. If you need further assistance, feel free to reach out to firstname.lastname@example.org and our full-service team will be happy to help.
What is a to-the-trade Vendor?
To-the-trade vendors sell exclusively to design professionals and wholesale accounts. We are excited to to be able to make these unique items available to you at preferred pricing.
To-the-trade orders differ from standard retail Shopping List orders. These orders require a significant amount of back and forth with the supplier and the total process can sometimes take additional time to finalize.
I want to order a to-the-trade item that doesn’t have a link or a price. What do I do?
You may submit the link to the vendor’s homepage and be sure to include all details, including the item’s SKU number, if available, in the item details section. If no pricing is available, feel free to key in “0” and our team will update pricing accordingly, which will be reflected in your finalized quote.
I would like to know pricing for a to-the-trade item before I submit an order. How do I find this information?
You can send an email to our team at email@example.com with the item name, vendor name, and item SKU, if available. We will be happy to follow up with pricing and availability information for any to-the-trade items.
How can I receive fabric or wallpaper samples from to-the-trade vendors?
We are happy to have samples sent to you. Simply send us an email a firstname.lastname@example.org with the item name, item SKU, if available, vendor name, delivery address, and and we will be happy to coordinate with our suppliers to have these sent out.
For vendor inquiries, please email email@example.com.
Can’t find what you are looking for? Reach out to us at: firstname.lastname@example.org