Frequently Asked Questions

ORDERS

How do I open a trade account?

If you are interested in opening an MG+BW trade account or have questions regarding your trade program access, please contact us at [email protected].

Kindly include your email address, company name, and phone number so we can assist you more effectively.

Who Should I contact if I need assistance with my order?

Please contact our Customer Service team at 1-888-456-3040 or send an email to [email protected] or contact your sales rep.

Can I Check The Status Of My Order?

Yes, to review your web orders, simply log in to your account online and review the My Orders section of your account portal. If a courier service other than Fed Ex was used, it may not be possible at this time to track shipping.

How Is Sales Tax Calculated?

Sales tax is calculated using the shipping destination. Amounts and conditions are specific to state guidelines.

Do I Need An Account To Make A Purchase?

Yes, you need to open an account.

PAYMENT OPTIONS

WHAT PAYMENT OPTIONS DO YOU OFFER?

We offer secure payment through major credit cards.

SHIPPING & DELIVERY

View Shipping & Delivery details here.

RETURNS & CANCELLATIONS

What Is Your Return & Cancellation Policy?

View Returns & Cancellation Policies.

How Can I Return Or Cancel An Item?

Contact us to initiate a return or cancellation.

REPLACEMENTS

Can I Order Replacement Slipcovers For A Discontinued Product?

Possibly, please contact customer service or your sales rep.

If you do not have your warranty card, unzip your slipcover and take a photograph of the numbered white tag on your cushion insert. You may choose your current fabric or select an alternate from our extensive range. Replacement slipcover orders may take up to 8 weeks.

Can I Order Replacement Parts For My Furniture?

Yes. Replacements are available—depending on the length of time that you have owned the piece. Replacement poly cores and some case goods offer replacement parts.

Replacements may also fall under your warranty.
View Our Warranty here.

PRODUCT MEASUREMENT & CARE

ARE ALL MEASUREMENTS EXACT?

Handmade upholstery involves the contributions of many skilled individuals, who manually cut, sew, and upholster each upholstered product. Given the unavoidable variations in the materials selected and the nature of human craftsmanship, there will be minimal, but measurable, differences in the actual measurements of each upholstered product created for you from those stated on our website. In other words, the stated dimensions and other specifications included on our website for each individual product are our standard measurements, and each handmade piece will vary slightly from those standard measurements. We also round the upholstered product measurements included on our website up to the nearest one inch (1”).

HOW DO I MEASURE PRIOR TO ORDERING?

Product measurements are included with each item on our website. Choose the product that interests you and scroll down to review the dimensions of the item.

You may also contact our Customer Service team for one–to–one support and advice.

WHERE CAN I FIND PRODUCT CLEANING & CARE INFORMATION?

Many products will have care guides on their product pages.

You can also refer to our full cleaning and care information here.

DO YOU OFFER CUSTOMIZATIONS OR CUSTOM PIECES?

While we are happy to accommodate customers' fabrics and leathers, we are not able to create custom frames at this time.

CAN I USE MY OWN FABRICS AND LEATHERS (COM/COL)?

We offer customer's own leather (COL) and customer's own material (COM) options for our upholstered designs.

PLEASE NOTE: We are not able to offer custom slipcovers at this time.

WHAT SPRINGS DO YOU USE?

Our designs utilize performance arched steel serpentine springs.

OUR WARRANTY

What Is Your Warranty?

Mitchell Gold + Bob Williams offers a variety of warranties, dependent on the products purchased.
Please review our warranties here

Do You Offer An Extended Warranty?

We do not offer extended warranties.

SITE QUESTIONS

CAN I SAVE MY CART?

Yes. To save your cart, sign in to your account. Simply add items to your cart after you are signed in. When you leave the site or log out, the items added will be in your cart when you sign back in.

CAN I ORDER SWATCHES?

Yes. We offer free fabric and leather swatches.
Learn more about Swatches

Need Help?

If you have questions, please contact us here or:

Phone: 1-888-456-3040