FAQs & Terms & Conditions

Furniture, Made Personal

1. Custom Orders & Bespoke Design

Absolutely! Every piece in The Collection is made to order and can be customized to suit your space. Depending on the design, we can modify dimensions, wood species, finishes, upholstery, hardware, and other details to create something uniquely yours.

We also offer fully bespoke furniture design services for clients and designers looking for something entirely their own. Whether you have an inspiration image, a specific need for a space, or simply an idea you'd love to bring to life, our custom furniture designer can help develop a one-of-a-kind piece from the ground up.

From initial sketches and material selections through fabrication and finishing, each piece is thoughtfully developed and handcrafted by our skilled artisans.

Because our furniture is individually made rather than mass-produced, customization is at the heart of what we do. If you can envision it, we'd love to help create it.

1. Submit Your Request

Send us the piece you're interested in, along with your preferred dimensions, finish, materials, and any customizations. Inspiration images and details about your space are always helpful!

2. Review the Design & Quote

We'll review your request with our craftsmen and provide pricing based on your specifications. For more customized designs, we may also provide sketches, renderings, finish options, or recommendations to help finalize the piece.

3. Approve the Details

Once the design, dimensions, finishes, and pricing are finalized, we'll prepare a detailed work order outlining the specifications for your piece. Please review everything carefully, as this document will guide our craftsmen throughout production.

4. Place Your Order

Once your work order has been approved, we'll send an invoice. Custom furniture orders require payment in full before production begins. Your signed work order and payment confirm your order, at which point the sale becomes final.

5. Production Begins

Your piece is individually handcrafted by our skilled artisans. We'll keep you informed throughout the process as your design comes to life.

6. Completion & Delivery

Once your piece is complete and has passed its final quality inspection, we'll contact you to coordinate pickup or delivery.

Please note: All custom furniture orders are final sale once the signed work order and full payment have been received. Additional information regarding approvals, lead times, shipping, and delivery can be found in the sections below.

2. Materials, Finishes & Approvals

Absolutely! Customization is at the heart of The Collection. Depending on the design, we can modify dimensions, wood species, stains, paint colors, upholstery, hardware, and other details to create a piece uniquely suited to your space.

Because every design is carefully proportioned, changes to the height, width, depth, or overall scale of a piece may affect its original proportions and appearance.

Certain modifications may also require adjustments to construction methods, support structures, drawer configurations, leg placement, or other design details to ensure the finished piece remains structurally sound and functions as intended.

Our team will work with you to explore customization options while preserving the integrity and beauty of the design. By approving custom dimensions, the purchaser acknowledges that the finished piece may differ in proportion from the original design.

Absolutely! We welcome COM (Customer's Own Material) and can incorporate client-supplied fabrics, leathers, hardware, stone, and other approved materials into many of our custom pieces.

For our designer and trade members, we can also assist with sourcing specified materials on your behalf. We work with an extensive network of fabric, hardware, and specialty material vendors and are happy to coordinate purchasing and delivery directly to our workroom. Designer-specified materials are billed at our cost, plus applicable shipping or freight charges.

All COM and specified materials are subject to approval for suitability based on the individual piece and application.

Please note that The Collective is not responsible for flaws, dye lot variations, shortages, pattern inconsistencies, manufacturing defects, or delays associated with customer-supplied materials. Additional yardage may be required depending on pattern repeat, fabric width, or upholstery requirements.

Please send all approved COM (Customer's Own Material) fabrics, hardware, and other materials to:

The Collective
5838 Live Oak Street
Dallas, TX 75214

Please clearly include your project name or sidemark with each shipment so we can easily identify and associate the materials with your order.

We also recommend sending tracking information to your point of contact at The Collective once your materials have shipped.

Please keep in mind that production timelines may be dependent upon receipt of all required COM materials.

Each piece in The Collection is individually handcrafted using natural materials and traditional woodworking techniques. As a result, variations in wood grain, color, figure, texture, and character are not only expected but are part of what makes every piece unique.

Natural woods and specialty veneers, including burl and highly figured species, can vary significantly from one piece to another. Exact grain patterns and wood coloration cannot be guaranteed.

Hand-applied stains, paints, and lacquers may also vary slightly from approved samples, photographs, or previous orders due to natural material characteristics, application methods, and finishing processes.

We make every effort to accurately match approved finish selections; however, exact matches cannot be guaranteed.

Please also keep in mind that colors and finishes may appear differently depending on lighting, photography, and individual screen settings. Digital images and renderings should be considered general representations rather than exact color matches.

These inherent characteristics and reasonable variations are part of the handcrafted nature of our furniture and are not considered manufacturing defects.

CAD drawings are not included in the standard cost of custom furniture orders.

If a client or designer requests a CAD drawing for review, approval, space planning, or project documentation, an additional $150 CAD drawing fee per piece/design will apply.

CAD drawings are intended to communicate the overall design, dimensions, and construction details of a piece and are provided for reference and approval purposes.

Additional revisions or drawings beyond the initial CAD may be subject to additional fees.

Please let us know during the design process if CAD drawings will be required for your project.

For fully bespoke and first-time furniture designs, we may provide hand sketches, digital renderings, drawings, or inspiration photographs to help visualize the proposed piece before production.

These representations are intended to communicate the general design concept, proportions, materials, finishes, and overall aesthetic rather than serve as an exact representation of the finished product.

Because each piece is handcrafted, minor refinements may be necessary as a design moves from concept to construction. These can include adjustments to joinery, molding profiles, edge details, hardware placement, material thicknesses, wood grain placement, finishing techniques, or other construction details.

Minor aesthetic, dimensional, construction, or material variations that do not materially alter the approved design or functionality are considered part of the handcrafted process and are not grounds for cancellation, return, refund, or remake.

If a particular measurement, material characteristic, finish, or construction detail is essential to your project, please communicate this clearly before final approval so it can be documented and confirmed in writing.

Our furniture is individually handcrafted by skilled artisans with extensive experience in fine furniture construction and finishing.

As part of the handcrafted process, our artisans are given a reasonable degree of professional and creative discretion to make minor refinements that enhance the beauty, craftsmanship, functionality, or overall quality of a piece.

These refinements may include adjustments to construction methods, joinery, edge details, molding profiles, wood grain placement, finishing techniques, or other subtle design elements that naturally arise during fabrication.

Such decisions are made thoughtfully and with the intention of preserving the approved design, not materially changing its appearance or function.

Any modification that would materially alter the overall approved design, dimensions, or functionality will be communicated for approval whenever reasonably possible before proceeding.

Before production begins, we provide a detailed work order outlining the specifications of your custom furniture piece.

It is the purchaser's responsibility to carefully review and approve all dimensions, proportions, materials, finishes, upholstery, hardware, and other design details before signing.

Approval of work orders, finish samples, shop drawings, renderings, and material selections constitutes final approval of the specifications represented in those documents.

Once a work order has been approved, The Collective is not responsible for errors or omissions contained within the approved specifications.

Any requested changes following approval must be reviewed by our team and may result in additional charges or extended production timelines. Changes cannot be guaranteed once an order has entered production.

All custom furniture orders are final sale once the signed work order and full payment have been received.

We strongly encourage clients and designers to communicate any special requirements or concerns before approval so that every important detail can be addressed and documented prior to fabrication.

3. Pricing, Payment & Final Sale

All custom furniture quotes are valid for 30 days from the date pricing is provided.

Because material costs, labor, and vendor pricing may fluctuate, quotes that have expired may be subject to updated pricing.

Once pricing is approved, we will prepare a detailed work order to confirm all specifications before your order is finalized.

We require 100% payment upfront for all custom and made-to-order furniture before production begins.

Once the final work order has been reviewed, approved, and signed, we will issue an invoice for payment.

Your signed work order and full payment confirm your order and authorize us to proceed with production.

All applicable shipping, handling, crating, packing, storage, taxes, and service charges must be paid in full before your furniture is released for delivery.

Because each piece is individually handcrafted to your approved specifications, all custom furniture purchases are final sale once the signed work order and payment have been received.

We understand that plans and design needs can change. However, because each piece is made specifically for you, custom furniture orders cannot be canceled once the signed work order and full payment have been received.

If you need to request a modification to your order, please contact us as soon as possible. While we cannot guarantee changes after approval, we will do our best to accommodate reasonable requests when production allows.

Any approved modifications may result in additional charges or extended lead times and must be confirmed in writing.

Please carefully review all specifications before approving your order, as all custom furniture sales are final.

Yes. All floor model and in-stock furniture purchased from our showroom is final sale and is not eligible for cancellation, return, exchange, or refund due to a change of mind.

Floor model furniture is sold in its existing, as-is condition and may show signs of normal showroom wear, including minor imperfections or variations in finish.

We encourage clients to inspect all floor model pieces carefully before purchasing and to confirm dimensions, finish, and overall condition.

These policies do not limit any rights or remedies that cannot legally be excluded, including those applicable to qualifying defective or damaged merchandise.

Select in-stock and floor model furniture may be taken on approval at the discretion of The Collective.

Approval allows a client to temporarily take an eligible piece from our showroom to determine its suitability within their space. It does not constitute a final sale unless the client elects to keep the piece or accepts it under the agreed-upon approval terms.

All approval pieces must be returned within the agreed-upon approval period and in the same condition in which they left our showroom.

Clients are responsible for the safe handling, loading, securing, transportation, unloading, and care of the piece while it is in their possession. Appropriate moving blankets, padding, straps, and a suitably sized vehicle must be used during transportation.

We strongly encourage clients to inspect the piece with a member of our team prior to removal. The condition of the piece may be photographed and documented before release.

Once an approval piece leaves our premises, the client assumes responsibility for any loss, theft, damage, staining, scratching, chipping, breakage, water damage, or other change in condition while the piece is in their possession, subject to applicable law.

Pieces returned with damage or excessive wear may be subject to repair, refinishing, cleaning, transportation, or replacement charges. If a piece is damaged beyond reasonable repair, the client may be responsible for its full retail value.

Approval pieces that are not returned by the agreed-upon deadline may be considered accepted and charged in full using the payment method or other arrangement established at the time of approval.

4. Lead Times, Shipping & Delivery

Because every piece is individually handcrafted to order, production timelines vary depending on the design, materials, customization requirements, and current workroom schedule.

All quoted production and delivery timeframes are estimates and are not guaranteed.

We prioritize quality and craftsmanship and would rather allow additional time to complete your piece properly than rush production and compromise the finished result.

Production timelines may be affected by material availability, supply chain disruptions, weather, labor shortages, workroom schedules, transportation delays, or other circumstances outside our reasonable control.

Once production is complete, delivery transit may add approximately 1–4 weeks, depending on your location and the shipping carrier's availability, routes, and schedule.

Lower-cost nationwide shipping options typically involve shared loads with multiple pickups and deliveries. These services offer cost savings but may require greater flexibility with scheduling and delivery dates.

If you require delivery within a particular timeframe, please let us know before placing your order so we can discuss available options and associated costs.

If delays occur, we will keep you informed and provide updated estimated completion and delivery timelines as information becomes available.

Production and delivery dates are approximate and may be adjusted as necessary.

We work with trusted third-party shipping and delivery partners to coordinate furniture deliveries throughout Dallas and nationwide.

Shipping options vary depending on the size, weight, destination, and handling requirements of your furniture.

We are happy to provide quotes from multiple carriers to help you select an option that best fits your needs and budget.

For clients in the Dallas–Fort Worth area, we highly recommend our local workroom delivery service. Although pricing may be higher than other local delivery options, this allows our workroom to address certain transportation-related concerns more directly if an issue arises.

Nationwide shipping is generally coordinated through third-party carriers, and transit times and pricing vary based on available routes and service requirements.

Please contact taylor@thecollectivedallas.com for shipping information or a custom delivery quote.

Yes! Local clients may elect to pick up smaller furniture pieces from our store once they are complete and available for release.

Clients are responsible for arriving with an appropriately sized vehicle, moving blankets, straps, padding, and any other materials necessary to safely load, secure, and transport their furniture.

Due to the size, weight, and nature of our furniture, we strongly recommend professional delivery for any item larger than a side table or other small-scale piece.

The Collective reserves the right to recommend or require professional delivery if we believe an item cannot be safely transported in the vehicle or manner provided.

We encourage clients to inspect their furniture thoroughly before leaving the showroom. Any concerns regarding its condition should be brought to our attention before the piece is removed.

Once an item has been released for pickup and loading begins, the purchaser assumes responsibility for handling, transportation, and installation, subject to applicable law.

Absolutely! You're welcome to arrange your own shipping or provide us with your preferred carrier.

Please contact taylor@thecollectivedallas.com before scheduling pickup so we can coordinate with our workroom and ensure your furniture is properly prepared for release.

We recommend selecting a fully insured, blanket-wrapped furniture delivery service with experience transporting fine furniture.

For larger pieces, please arrange for a minimum two-person delivery team with the equipment necessary to safely wrap, load, and transport your furniture.

Once a piece has been released to your selected shipping carrier, responsibility for handling and transportation transfers to the purchaser, subject to applicable law.

We remain happy to assist with questions or recommendations should any concerns arise during transit.

Shipping costs vary based on destination, size, weight, and the handling requirements of each piece.

Additional charges may apply for oversized furniture, specialized packing or crating, remote delivery locations, restricted-access properties, storage, or other services required to safely transport your furniture.

Any applicable charges will be communicated before shipping arrangements are finalized whenever possible.

Shipments returned to The Collective because of the purchaser's failure or refusal to accept delivery may result in additional transportation, storage, handling, or redelivery charges.

We encourage clients to share any special delivery requirements before placing an order so we can provide the most accurate shipping estimate possible.

Once your furniture is complete and has passed its final quality inspection, we will contact you to coordinate pickup or delivery.

We ask that completed orders be accepted or scheduled for pickup within a reasonable timeframe.

If delivery or pickup is delayed at the purchaser's request, additional storage, handling, or delivery fees may apply.

Long-term storage is subject to availability and cannot be guaranteed.

Once a piece is released to the purchaser or shipping carrier, responsibility for its transportation and handling transfers in accordance with the agreed delivery terms and applicable law.

We recommend communicating any scheduling constraints as early as possible to help avoid unnecessary delays or additional charges.

To help ensure a smooth delivery, it is the purchaser's responsibility to notify The Collective of any special delivery conditions before shipment is scheduled.

These include, but are not limited to:

Stairs or multiple flights of stairs
Elevators
Narrow hallways, doorways, or tight corners
Gated communities or restricted access
Long carry distances from the delivery vehicle
Any conditions requiring additional time, labor, or specialized equipment

Special delivery conditions may result in additional charges, which we will communicate in advance whenever possible.

It is the purchaser's responsibility to carefully measure all doorways, hallways, stairwells, elevators, entryways, and other access points to ensure that the furniture can be safely delivered to its intended location.

Please also consider ceiling heights, tight corners, railings, and any other potential obstacles that could affect delivery.

If an item cannot be moved into the intended space due to insufficient clearance, The Collective cannot be held responsible for the resulting access limitations. Additional labor, special equipment, return transportation, storage, modifications, or alternate delivery arrangements may be required at the purchaser's expense.

Delivery personnel reserve the right to refuse delivery if they determine that moving a piece could result in damage to the furniture, the property, or personal injury.

If you have any concerns about access, please contact us before ordering. We're happy to review dimensions and discuss your delivery needs.

Our delivery service does not include the removal or relocation of existing furniture.

If you need an existing piece moved out of the way to accommodate your new furniture, please let us know before delivery.

Depending on the circumstances and delivery team's availability, additional assistance may be arranged for an extra charge.

Any additional services must be confirmed before your scheduled delivery.

Yes. We can coordinate delivery to a designated receiver, warehouse, or third-party storage facility.

Orders delivered to a receiving warehouse or third-party facility are considered delivered once accepted by the receiving party.

The purchaser is responsible for ensuring that the receiving facility inspects the furniture thoroughly upon arrival and documents any visible damage before signing the delivery receipt.

Delayed inspection may affect eligibility for shipping damage claims.

Damage occurring during subsequent handling, storage, or transportation to a secondary location is the responsibility of the parties handling the furniture at that stage, subject to applicable law and the agreed delivery terms.

We recommend working with an experienced furniture receiving company familiar with the proper inspection, handling, and storage of fine furniture.

While we take great care in coordinating shipping and delivery, damage can occasionally occur during transit.

If you notice any damage upon delivery, please notify the delivery carrier immediately and document the condition of the furniture and packaging with photographs and videos.

Whenever possible, note visible damage on the delivery receipt before signing.

Please then contact taylor@thecollectivedallas.com as soon as possible with your order information, photographs, videos, and a description of the issue.

We will work with the carrier and applicable parties to review the situation and determine the appropriate next steps.

Shipping damage claims may take days or weeks to resolve, depending on the carrier and its insurance process.

Although third-party shipping companies are responsible for their own transportation services, we remain available to assist with communication, documentation, and potential repair options.

We are happy to assist with evaluating furniture concerns and exploring potential repair solutions.

If an issue appears to be related to a manufacturing or workmanship defect, we will review the circumstances and work toward an appropriate resolution. Depending on the situation, this may include coordinating a repair, recommending a qualified local workroom, or discussing other appropriate options.

For damage caused during shipping, we can help connect you with the carrier or an experienced furniture repair professional.

If you are located outside the Dallas–Fort Worth area, we may be able to recommend a reputable local workroom familiar with fine furniture restoration and repairs.

Repair costs and responsibility will depend on the nature and cause of the damage, the applicable delivery arrangements, and any legal rights or remedies that apply.

5. Craftsmanship & Furniture Care

Every piece in The Collection is individually handcrafted by skilled artisans using traditional woodworking techniques and carefully selected materials.

Because our furniture is made by hand rather than mass-produced, slight variations in dimensions, construction details, wood grain, color, figure, texture, and finish are natural and expected.

Solid wood and wood veneers respond to environmental conditions over time. Minor seasonal expansion, contraction, movement, subtle color changes, and the development of character with age are normal characteristics of natural wood furniture.

Our finishes are professionally applied and designed for everyday residential use, but they are not indestructible.

Over time, normal use may result in minor scratches, dents, impressions, or other signs of wear. These characteristics are a natural part of living with fine furniture and are not generally considered manufacturing defects.

Each piece is carefully inspected during production and again before delivery to ensure it meets our craftsmanship standards.

Because our furniture is individually handcrafted to order, The Collection does not provide a separate express furniture warranty.

Natural material variations, normal wear and tear, and damage resulting from misuse, accidents, improper handling, moving, excessive moisture, direct sunlight, extreme temperatures, humidity fluctuations, or improper care are not considered manufacturing defects.

If your furniture arrives with shipping damage or you have concerns regarding its craftsmanship or condition upon delivery, please contact us promptly.

Our team will review the circumstances and work with you to determine the appropriate next steps, including potential repair options when applicable.

Nothing in this policy excludes rights or remedies that cannot legally be limited or waived.

Proper care will help preserve the beauty of your furniture for years to come.

Avoid Direct Contact with Plastics, Vinyl, and Rubber

Certain plastics, vinyls, and rubber materials can contain ingredients that react with furniture finishes over time. We recommend using felt, cloth, or leather pads beneath decorative accessories, lamp bases, books, and other objects that may come into prolonged contact with the surface.

Protect Surfaces from Heat and Moisture

Use coasters, placemats, and protective pads beneath beverages, hot dishes, vases, flowerpots, and other objects that could damage the finish.

For dining tables, we recommend using placemats or a tablecloth during meals to help minimize scratches and surface wear.

Consider a Protective Glass Top

For frequently used surfaces, a custom glass top may provide an additional layer of protection.

Small spacers should be placed between the glass and the furniture surface to prevent direct contact and allow appropriate airflow.

Dust Regularly

Dust frequently using a clean, soft, dry microfiber cloth or feather duster.

For stubborn dirt, use a slightly damp cloth with warm water or a small amount of mild soap, following the direction of the wood grain when applicable.

Avoid abrasive cloths, harsh chemicals, and cleaning products that may damage or dull the finish.

Clean Spills Immediately

Wipe up spills as soon as possible using a soft, slightly damp microfiber cloth. Never allow moisture to sit on finished wood surfaces.

Protect from Direct Sunlight and Temperature Changes

Avoid prolonged exposure to direct sunlight, which may cause fading or discoloration.

Keep furniture away from heating and air conditioning vents, fireplaces, and other sources of extreme temperature or humidity fluctuations.

We also recommend occasionally rotating decorative objects to help prevent uneven coloration.

Use a Writing Pad

When writing with a ballpoint pen or applying pressure to the surface, use a writing pad or blotter to prevent impressions or indentations.

Lift, Don't Drag

Always lift decorative objects rather than dragging them across finished surfaces.

Furniture itself should also be lifted rather than dragged to prevent damage to the piece, its joints, or your flooring.

We recommend felt pads beneath furniture legs on hardwood, stone, and other delicate flooring.

Lacquer offers a beautiful, polished finish and is designed for residential use, but it requires thoughtful care to maintain its appearance.

Dust regularly with a feather duster or exceptionally soft microfiber cloth, using minimal pressure to avoid fine scratches.

Avoid abrasive cleaning products, harsh chemicals, excessive moisture, and rough materials that may dull or damage the finish.

Plastics, vinyl, and rubber can react with lacquer when left in prolonged contact with the surface. Always use felt-backed accessories or protective pads beneath decorative objects.

We recommend keeping lacquered furniture away from areas where it may be frequently bumped, scratched, or exposed to excessive sunlight or temperature changes.

For everyday use, consider protective coasters, pads, or a properly spaced glass top to minimize wear.

Grasscloth is a beautiful natural material with a distinctive woven texture. Because it is made from natural fibers, variations in color, weave, fiber size, and texture are expected and contribute to its unique character.

Grasscloth is delicate and should be cleaned using gentle dusting or light vacuuming with a soft brush attachment.

Avoid applying water, liquid cleaners, or harsh chemicals directly to grasscloth surfaces.

If a spill occurs, blot immediately with a clean, dry cloth or paper towel. Do not scrub or rub, as this may damage the fibers or spread the stain.

Even when using coasters, we recommend avoiding placing beverages directly on grasscloth furniture, as moisture can cause staining, discoloration, or warping.

Regular care will help preserve the beauty and longevity of your upholstered furniture.

For routine maintenance, gently vacuum upholstery using an appropriate soft brush or upholstery attachment.

If a spill occurs, blot immediately with a clean, soft cloth. Avoid rubbing, as this may spread the stain or damage the fabric fibers.

Always reference the fabric manufacturer's care instructions before applying cleaning solutions.

For fabrics that permit spot cleaning, test any recommended cleaning method in an inconspicuous area first.

Darker fabrics and linens may contain dyes that can be affected by improper cleaning methods.

For delicate or specialty fabrics, professional upholstery cleaning may be recommended.

Whenever possible, keep upholstery out of direct sunlight to help minimize fading.

Fabric protection treatments, such as professional stain-resistant finishes, may be available depending on the material. Please consult our team or the fabric manufacturer to determine compatibility.

If your dining table includes one or more removable leaves, we strongly recommend installing and securing the leaves upon delivery and leaving them in place for at least six months whenever possible.

This allows the tabletop and leaves to acclimate together to the temperature and humidity of your climate-controlled space and can help minimize differences in natural wood movement.

When a leaf is not installed, it should always be stored flat in a dry, climate-controlled environment.

Never store table leaves standing upright or leaning against a wall, as improper storage may cause the wood to bow, warp, or move over time.

Because wood is a natural material, some expansion, contraction, and movement is normal as it responds to changes in temperature and humidity.

Proper acclimation and storage are important to maintaining the best possible fit between your tabletop and its leaves.

Intentional Design

Every design begins by hand, with each detail thoughtfully considered and brought to life with purpose.

Made with Care

Handcrafted by skilled artisans, each piece is made with care, character, and the intention of being loved for generations.

Uniquely Yours

From dimensions and materials to finishes and final details, every piece is tailored to you and your space.