FREQUENTLY ASKED QUESTIONS
How are you different?
We are a digital design service so all our work is done online. We never need to visit your home and that means whether you live in Victoria or St John’s we can design a room for you.
How can you design a room without visiting the space?
Once you to decide to work with us, we allow you access to our Digital Design Studio. This is where we communicate and collaborate. You will be given complete instructions about how to share your photos and room information with us. That’s all we need to create your dream room.
Why do you use an online portal? Why don’t you just email me what I need?
We decided the easiest way to keep the process stress free and organized is to have one central place where we meet and store all the documents we are working on. That means you’ll never miss an email we sent. We’ll never get a full mailbox notification. As long as you hang on to your user name and password, you can log in to your project any time, day or night, and see what’s been completed and what the next step is.
What if I’m not comfortable with technology?
This is easier than you think. We do require you to share some of your room information with us but we provide you with step-by-step instructions about how to upload items into the portal. If you really get stuck and just can’t make it happen, we can do it the old fashioned way. You can pop the information into the mail, scan or fax. After that we do the work and you come and give us your feedback. If you can leave a comment on Facebook, then you can do this. And we’re always here to help!
How long does it take?
The design process takes 3 weeks from project launch date. This is the date we receive all your room information. We’ll provide you with a calendar of important dates to be aware of throughout the process.
So how does it work exactly?
We begin each project by asking clients to complete a questionnaire about their lifestyle, design preferences and budget. We also need to receive some particulars about the room. Once that’s all taken care of, we get started on the design. You will join us in our Digital Design Studio in order to offer feedback along the way. Once the project has been approved, we will deliver all your documents to you along with your digital shopping list which includes links to all the items you selected.
Can you help me to create my floor plan?
Once you have logged in to the design portal you will receive a welcome letter including step-by-step instructions on how to create your own floor plan. We have also created a video to walk you through each step. If you are still experiencing problems you can reach out to customer service and someone will be happy to help you. Watch our video below to see how easy it is.
How will you be able to figure out my style?
We don’t get started until we understand what you’re looking for. If you’re not clear on your style at the beginning, we’ll figure it out together. We know exactly what to ask and what to look for. Sometimes it’s as simple as understanding what your fashion preferences are that unlock a design style. We have lots of tools for uncovering style preferences so don’t be shy if you’re not sure. Just ask.
You have 2 designers working on different projects. How will you determine who works on my project?
Once all your information in the Design Binder has been completed and returned to us, we take time to evaluate your style and decide which of us best suits your project. We factor in the style preferences, lifestyle and budget. Carol and Michelle have separate styles, different lifestyles and like to spend money differently. That means you are well suited to your designer when the decision is made.
How can you guarantee the furniture will fit?
The floor plan that we present is created to scale based on the room measurements you provide for us. All of the furniture pieces are selected based on what will fit into the space. We won’t choose anything without considering size first and foremost.
Can I request a particular designer?
Sure if you think you have more in common creatively with either Carol or Michelle, please let us know. We will work to accommodate your request in the same timeline.
How do I communicate with my designer?
All communication will be done through the Digital Design Studio. Our customer service team will send you an initial email letting you know the username and password for your portal. After that, you can leave messages for your designer as well as offer input on every aspect of the design that is created for you.
What if I don’t like what you create?
There are lots of opportunities along the way to offer feedback. We don’t move past step 1 without your feedback and approval. Each time you approve part of the design you’re getting closer to the room you’ve been dreaming of.
How much change can I request after a design has been created?
With each package we include 1 full set of revisions. This means we will start from scratch or edit and change pieces as you require. If you require additional revisions, we offer a Crush Revision package as an option although we’re happy to report we rarely sell one.
What if my partner is unable to offer input during the process because of travel. Will I be able to stretch the timeline?
We know that life is busy and sometimes a business trip or a last minute get-away presents itself. Just let us as soon as you can so we can amend your schedule. We’re happy to accommodate life’s little obstacles.
What if I get busy and forget to offer my feedback on the scheduled timeline?
Before we begin the project we share a Project Timeline with you. It will include the dates that we will have each portion of the project completed for your approval. Don’t worry if you forget, we’ll be sending you email reminders. Once you have received 3 reminders without any action, we’ll assume you are busy and we’ll put your project on hold. You won’t lose anything and it will be ready for us to start again. Just let us know when you’re ready and we’ll schedule you into the calendar again as soon as our schedules permit.
Do you do the shopping for me?
Since we work across Canada we aren’t able to provide shopping services for clients. We do provide each client with a shopping list at the end of the project. This will include all the product information and a link to the online retailer where you can purchase the items.
Is there a way to estimate the cost of furniture and accessories you have specified for my room?
Before we start we make sure we have a clear understanding of your budget for the pieces you’ll be purchasing. We don’t want to create something beautiful for your that isn’t also practical for your budget. In your Design Binder you’ll find questions related to budget and this is where you’ll decide exactly how much you have to spend. Then we work around that number when we are sourcing.
I don’t live in Canada. Can you still create a design for me?
We have worked hard to create a service for Canadians which sources from Canadian retailers. The cost for shipping and duties makes working outside Canada cost prohibitive at this time.
Can you guarantee the prices of items you select?
We guarantee the prices at the date we deliver your Design Package to you. After that time it’s impossible for us to predict how long an item will remain at that price. We know it’s not always possible to purchase everything at once but we encourage our clients to move quickly if you really want to secure the price.
What are the return/refund policies for the furniture I purchase?
Each of our retailers have their own policies. We will include the retailer’s return policy alongside each item in your shopping list.
What if an item is out of stock?
We do our very best to provide you with up-to-date retailer information but sometimes a great item flies out the door. If an item we have specified becomes discontinued or out of stock within 30 days of you receiving your shopping list we will be happy to select an alternate product for you at not cost to you.
Can I get a refund on my design if I’m not happy with it?
We would be happy to give you a full refund if you change your mind before we begin work on your room. Once your project is underway, you may be eligible for a partial refund if you are not happy with the work. Please contact us at firstname.lastname@example.org and we will arrange for a phone call to determine where we have gone wrong.