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FAQ
Frequently Asked Questions
Delivery
Where do you deliver? We deliver exclusively within Miami-Dade, Broward, and Palm Beach Counties. All deliveries are handled personally by our own team with White Glove service.
What is White Glove Delivery? White Glove Delivery means our team personally brings your furniture into your home, carries it to the room of your choice, assembles it, and makes sure everything is perfectly positioned before we leave. We handle the heavy lifting — including tight staircases, narrow hallways, and challenging spaces.
What are the delivery fees? Our White Glove Delivery fees are based on your order total:
| Order Total | Delivery Fee |
|---|---|
| Under $1,000 | $250 |
| $1,000 – $3,000 | $400 |
| $3,000 – $5,000 | $600 |
| Every additional $2,000 after $5,000 | +$600 |
Example: An $8,000 order would be $600 (for $3,000–$5,000) + $600 (for the remaining $3,000) = $1,200 total delivery fee.
Can you deliver to high-rise apartments or homes with tight access? Yes — this is one of our specialties. Our team has years of experience navigating challenging delivery environments. If it can be done, we'll find a way.
Returns & Exchanges
What is your return policy? Because we frequently source furniture from other states or overseas specifically for our customers, we are unable to accept returns on furniture that has been delivered in good condition with no visible damage.
If you wish to return furniture after delivery for reasons other than visible damage, a 40% restocking and handling fee applies to the amount paid.
What if my furniture arrives damaged? If your furniture arrives with visible damage, please notify us immediately at the time of delivery before our team leaves. We will work to resolve the issue promptly, whether through repair, replacement, or another solution.
Can you reupholster furniture I purchase from you? Absolutely — this is one of our core services. If you love a piece but want it in a different fabric, color, or finish, our upholstery team can customize it for you. Contact us to discuss your vision.
Products & Customization
Do you offer custom furniture? Yes. Our roots are in custom furniture building. Contact us directly to discuss custom pieces, sizes, or finishes.
How do I care for my furniture? Care instructions vary by material. Feel free to contact us after your purchase and our team will guide you on the best way to maintain your specific piece.
Contact
How do I get in touch? Email us at welcome@urbanaerie.com or visit our Contact page. We're happy to help with questions about products, delivery, customization, or anything else.