Frequently Asked
Questions
Find answers to common questions about our handcrafted furniture, shipping, returns, and artisan partnerships.
Product Information
What makes ArtfullyBuilt pieces unique?
Each piece in our collection is handcrafted by master artisans who combine traditional techniques with contemporary design. Unlike mass-produced furniture, our pieces are created individually — a single chair may take weeks of hand-carving, steam-bending, and finishing before it leaves the workshop. Our artisans include woodworkers trained at institutions like RISD, fourth-generation blacksmiths, and ceramicists who studied under masters in Japan and Mexico. Every piece comes with a certificate of authenticity identifying the artisan, materials used, and techniques applied. The result is functional art that develops character over time rather than degrading with use.
Are your pieces customizable?
Many of our pieces can be customized to suit your specific needs. Customization options vary by artisan and piece type but commonly include wood species (walnut, oak, maple, cherry), finish type (natural oil, lacquer, wax), dimensions (within structural limits the artisan defines), and fabric or leather selections for upholstered pieces. Custom orders typically require 4 to 8 weeks for production, depending on complexity. Some artisans also offer fully bespoke commissions where the design itself is created from scratch to your specifications — these projects begin with a consultation and typically take 8 to 12 weeks. Contact us at custom@artfullybuilt.com to discuss your requirements.
What materials do you use?
Our artisans work with sustainably sourced hardwoods including black walnut, white oak, hard maple, and cherry — all kiln-dried to 6-8% moisture content to prevent warping over decades of use. Metal pieces use hand-forged mild steel, powder-coated steel, and brass hardware. Upholstered pieces feature premium fabrics and full-grain leathers sourced from tanneries with documented environmental practices. Ceramic lighting uses stoneware clay fired at 2,200 to 2,400 degrees Fahrenheit for durability. Crystal pieces are hand-cut from lead-free optical crystal. We avoid particleboard, MDF, veneers, and synthetic finishes. Every material is selected for longevity, beauty, and responsible sourcing.
How do I care for my handcrafted furniture?
Care instructions are specific to each piece and are included with every purchase. For wood furniture finished with natural oils (tung oil or Danish oil), we recommend dusting with a soft dry cloth weekly and reapplying oil every 6 to 12 months depending on climate humidity and use intensity. Avoid placing wood furniture in direct sunlight, which can cause uneven fading, and use coasters under drinks to prevent moisture rings. For metal pieces, wipe with a dry cloth and avoid abrasive cleaners that could damage patina finishes. Upholstered pieces should be vacuumed regularly and professionally cleaned annually. Ceramic lighting can be wiped with a damp cloth — avoid submerging glazed surfaces in water.
Ordering & Shipping
How long does shipping take?
Shipping timelines depend on whether your piece is in stock or made to order. In-stock items typically ship within 3 to 5 business days from our warehouse. Made-to-order pieces require 4 to 8 weeks for production before shipping. Custom commissions take 8 to 12 weeks. Once shipped, transit times within the continental United States range from 3 to 10 business days depending on your location and the size of the piece. Oversized items (dining tables, large seating) ship via freight carrier and may require scheduling a delivery window. We provide tracking information for all shipments, and our team will contact you with specific delivery dates when your order ships.
Do you offer white-glove delivery?
Yes, we offer premium white-glove delivery service and recommend it for all furniture pieces over 75 pounds. White-glove delivery includes scheduled delivery to your room of choice, careful unpacking and inspection of the piece, placement in your desired position, assembly if required, and removal of all packaging materials. The delivery team will also inspect the piece with you at the time of delivery so any concerns can be documented immediately. White-glove delivery is available throughout the continental United States and carries an additional fee based on your location and the size of the piece. The fee is calculated at checkout.
What if my piece arrives damaged?
We invest heavily in custom packaging designed for each piece type — including foam inserts, corner protectors, and double-walled crating for large items. Despite these precautions, transit damage can occasionally occur. If your piece arrives damaged, document the damage with clear photographs showing the affected areas, the packaging condition, and the shipping label. Contact us at support@artfullybuilt.com within 48 hours of delivery with these photos. We will arrange for repair by the original artisan if possible, or a full replacement at no additional cost to you. Do not discard the original packaging until the claim is resolved, as the carrier may need to inspect it.
Do you ship internationally?
Currently, we ship within the continental United States and Canada. For Canadian orders, customers are responsible for any applicable duties and import taxes assessed at the border. International shipping beyond North America may be available for certain pieces on a case-by-case basis — particularly for large commissions or trade program orders. Contact us at hello@artfullybuilt.com with your location and the pieces you are interested in, and we will provide a shipping quote and timeline. We are actively working to expand our international shipping capabilities and plan to add direct shipping to the UK and EU in the future.
Returns & Warranty
What is your return policy?
We offer a 30-day return policy for in-stock pieces purchased at standard pricing. To initiate a return, contact us within 30 days of delivery. The piece must be in its original condition — free of damage, stains, or modifications — and returned in appropriate packaging. Return shipping costs are the responsibility of the customer, and we recommend using insured freight for furniture items. Custom orders and bespoke commissions are generally non-returnable because they are made specifically to your specifications, though we will work with you to resolve any quality concerns. Refunds are processed within 7 to 10 business days of receiving the returned piece. Restocking fees do not apply.
Do you offer warranties?
Every piece in our collection comes with a 2-year structural warranty that covers defects in materials and workmanship. This means if a joint fails, a weld breaks, or a finish deteriorates under normal use conditions, we will repair or replace the piece at no cost. The warranty covers the structure and craftsmanship of the piece — it does not cover normal wear and tear, surface scratches from daily use, fading from sun exposure, or damage caused by improper care or accidents. Extended warranty options are available at checkout for an additional fee, extending coverage to 5 years. Warranty claims should be directed to support@artfullybuilt.com with photos of the issue.
Can I cancel my order?
Orders can be cancelled within 24 hours of placement for a full refund, regardless of order type. After 24 hours, cancellation terms depend on the production status of your piece. In-stock items that have not yet shipped can still be cancelled for a full refund. Made-to-order pieces that have entered production may incur a cancellation fee of up to 50% of the order value, reflecting materials already purchased and labor already performed by the artisan. Custom commissions follow the terms outlined in your commission agreement. To cancel, contact us immediately at support@artfullybuilt.com — the sooner you reach out, the more likely we can process a full refund.
Artisan Partnerships
How do you select your artisans?
Our artisan selection process evaluates craftsmanship quality, design originality, material sourcing practices, and production consistency. We look for makers with a minimum of five years of professional experience and a documented body of work. Each candidate submits a portfolio and, when possible, we visit their workshop to observe their process firsthand. We assess the structural integrity of their work, the quality of their finishes, and their ability to produce pieces consistently at the standard their portfolio represents. We also prioritize artisans who source materials responsibly and can articulate the story behind their craft. Currently, our collection features artisans from across the United States, each bringing distinct regional traditions and techniques.
Can I commission a custom piece?
Yes, custom commissioning is one of the most rewarding ways to work with our artisans. The process begins with a consultation where you share your vision — the space it will occupy, your aesthetic preferences, material leanings, and functional requirements. We then match you with the artisan whose skills and style best fit your project. The artisan develops initial sketches and a material specification for your approval before production begins. Custom commissions require a 50% deposit to cover materials and begin production, with the balance due before delivery. Typical timelines are 8 to 12 weeks from deposit to delivery. Contact custom@artfullybuilt.com to start the conversation.
How can I become an ArtfullyBuilt artisan?
We are always interested in connecting with talented craftspeople who share our commitment to quality and design. To apply, visit our "Become an Artisan" page and submit your portfolio, which should include high-resolution images of at least 10 completed pieces, a description of your techniques and materials, your workshop location, and your production capacity. Our curatorial team reviews submissions on a rolling basis and typically responds within two to three weeks. If your work aligns with our collection, we will schedule a call to discuss partnership terms, commission structures, and logistics. We value long-term relationships with our artisans and work collaboratively on pricing, marketing, and product development.