FAQ

The Plush + Oak™ house brand houses our exclusive patented designs which are made in North America by our in-house artisan team and are exclusive to Plush + Oak™ and imagined by our in-house designers.The Plush + Oak™ brand focusses on exemplary quality, hand-made construction, and outstanding durability utilizing only the top quality framing, suspension, and upholstery materials well above industry standards. Plush + Oak pieces are made-to-order.

Plush + Oak™ items are made by our highly skilled artisan team of upholsters and are not machine made. Our in-house team consists of 13 highly skilled trades people who oversee every single piece we make and know them inside and out. Each item is made with meticulous attention to detail and done by hand: from the cutting and sewing, to the framing, foaming, suspension, and final assembly.

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LARGE FURNITURE
All large furniture items are shipped via freight shipping which is considered curbside delivery to the exterior door of your address.

FREIGHT DETAILS
Once your furniture pieces are completed, they will be assigned a pick up date. Once loaded onto the truck, you will receive a tracking number for your items. Once the freight team has reached your destination city, they will call to schedule a drop off delivery window for you (4 hour timeframe). Freight shipments on average take 7-12 days to reach any destination in North America.

ACCESSORIES/SMALL FURNITURE
Accessories or small furniture items (when purchased separately) are delivered via UPS. Once completed, you will receive a tracking number. UPS Shipments take on average 1-3 days to reach their destination.

DELIVERY
Our curbside freight delivery is delivery to the exterior door of the building. Please note: customers are responsible for bringing items to interior suites. If you need assistance with this, we recommend hiring an hourly furniture mover through taskrabbit.com.

RECEIVING
It is important to properly receive all items and unpack them in a timely manner to ensure they are in proper order.

DAMAGES
When the freight, it is important to immediately note the condition of the box upon arrival. If there is any noteable visual damage to the box exterior, ensure to note this on the receipt on both your copy and the drivers copy by writing specifically what you see and initialling. If no damage is noted on the BOL (bill of lading) we cannot submit an insurance claim for transit damages. When the BOL is signed with damage received, this helps us to ensure that if there was any transport damage, we can quickly submit an insurance claim on your behalf as all of our packages are fully insured free of charge. Take photos of the enterior box, and immediately unpack your items. If there is any shipping damage, it must be reported within 24h after delivery.
Email info@plushandoak.com if there is anything to report. Note that we cannot submit any shipping insurance claims past 24h after arrival.

We offer complimentary full shipping insurance on all of our items at no additional charge to you. Every item you order with our company is protected, and you can be confident it will arrive pristine.

All Plush + Oak furniture items fit through standard doorways. For detailed dimensions of each item, see an overview on each individual product page.

Plush + Oak items are made-to-order and considered custom items and therefore cannot be returned for any reason whatsoever.

Cancellations of orders placed:
Within 24h (prior to production beginning): 100% REFUND
Within 7 days (frame being produced): 50% refund
After 7 days (sewing begun): NO REFUNDS

All Plush + Oak items are covered under a 12-month warranty. This warranty is inclusive of any manufacturing defects within the integrity of the frame, suspension system, stitching and seams or electrical components of items delivered.

Warranty Limitations

1.        Plush + Oak Inc. shall not, under any circumstances, be liable for abuse, misuse, normal wear and tear, alteration, improper maintenance, unauthorized repair, design concepts, fading, staining, cracking or peeling or any acts of nature, such as, fire, water damage, freeze, etc.

2.        Wrinkling of vegan leather on the seating surfaces of all chairs is normal and is not a defect. All chairs will progressively do this with age and use.

3.        Staining or discolouration of chair vinyl due to normal wear and tear, caused by client clothing (dye in jeans, skirts etc), use of hair colour, tint, bleach, or any salon/spa product is not covered. Please see our material care guide to ensure to keep your materials pristine.

4.      Any fading due to exposure of sunlight is not covered under any circumstances.