2809-i Merrilee Dr, Fairfax, VA 22031
703.348.8600
 
 

FAQ's

 

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WILLEM SMITH Stools comfortable chic attractive

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WILLEM SMITH Mistral Scooter Upholstered Chair Front View

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STC30_Oxblood_(5)

CHR20_Pro_-_Etesian_Pro_in_PP_Linen_(2)

WCS1116-1-edited

CHR51_Dover_Blue_Leather_FL

WILLEM SMITH Stools comfortable chic attractive

Willem_Smith_Capital_Chair_1

WILLEM SMITH Mistral Scooter Upholstered Chair Front View

BHS90_(5)_-_cropped_for_constant_contact

 

STC30_Oxblood_(5)

CHR20_Pro_-_Etesian_Pro_in_PP_Linen_(2)

WCS1116-1-edited

CHR51_Dover_Blue_Leather_FL

WILLEM SMITH Stools comfortable chic attractive

Willem_Smith_Capital_Chair_1

WS_Blog_ContactUs_200pxContact us with any questions that aren't answered below.

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FAQ Categories

Willem Smith

Designing Your Piece

Purchasing

Checking on Status of an Order

Receiving Your Willem Smith Pieces

Questions And Answers

Willem Smith

Where are you located?

Currently we have one showroom at 2809-i Merrilee Drive in Merrifield, Virginia.

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How can I hear about new pieces and promotions?

Please provide us with your email address here so that we can keep you up to date with very occasional emails about WILLEM SMITH pieces and special promotions. 

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What are your hours?

Our showroom hours are Monday to Friday 10-6 as well as Saturday and weekends by appointment.  Contact us to make an appointment.

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Designing Your Piece

I like this piece. It says I can customize. Now what?

There are lots of WILLEM SMITH pieces that allow for customization choices that can be exciting but also dizzying at first for some.  To the right of product description, you can see which aspects of the piece are customizable.  Now it’s time to tackle the array of fabric, leather, finishes, and, in some cases, hardware so that your piece will fit your space perfectly and epitomize your style. 

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Can I get a sample?

Yes, we have samples for all WILLEM SMITH leather and fabric as well as our finishes.  We ask for a $25 deposit, which is returned to you when you return the sample or buy a piece of furniture.  Go to our contact page or give us a call at 703.348.8600 to request a sample.

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Can I use my own fabric?

Yes, in most cases.  We pay particular attention to the quality and grade of our fabric but can work with you if you want to use your own fabric.

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Do you sell your fabric and leather by the yard?

Yes, our leather and fabric is available by the yard.

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Will I be able to get it down the hall and around the corner?

You’ve no doubt already measured the space where you will put the piece and compared it to the dimensions on our pages about each product.  Especially for large pieces, please consider the pathway your new piece will take from your threshold to its intended destination.  In addition to considering the dimensions of entries, stairs, tight corners and hallways, please consider fixtures or other built in’s which could obstruct the piece. 

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How can I tell what a chair feels like before ordering?

Comfort is highly subjective. We obsess over the comfort of our chairs:  the right height, the right pitch, the right firmness.  Our chairs universally receive strong accolades for their comfort and “sit-ability”.   The easiest answer is come to the showroom and sit it to believe it!  However, for ease of mind, some designers have purchased one sample and then completed a large order after client approvals. Let us know if we can assist you with this process.  We have confidence you will have ease of mind in addition to an easy chair when you work with WILLEM SMITH.

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Purchasing

What types of payment do you accept?

We accept credit card (VISA, MasterCard) and checks.  We wait until checks clear before we can begin construction of a custom order or ship your piece.   Please contact us if you would like to make other payment arrangements. 

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Do you have gift certificates?

Yes.  WILLEM SMITH gift certificates can be the perfect present for father’s day, a wedding or other special occasions like wedding anniversaries.  Contact us by phone or email to order gift certificates.  We can send it to you or to the recipient directly, including a personal message

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Do you charge taxes?

WILLEM SMITH adheres to all applicable state regulations.  Accordingly, we collect taxes on all purchases, and, depending on the state, this may include taxes on shipping fees.  Sales tax calculations may be subject to revision and are recalculated on the day your order ships, when shipping fees are finalized.  Sales tax is not collected on Gift Cards purchases.  When a purchase is made with a Gift Card, it subject to sales tax in accordance with the applicable laws.

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How much does it cost for shipping and delivery?

Our white glove shipping rates are based on total weight and distance from our manufacturing facility.  Please contact us about particular pieces for us to provide you with an estimate

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How do you ship?

We use a white glove delivery service for our furniture deliveries. A courteous and professional team will deliver the order to your home or property, place the furniture in the appropriate room(s) and remove all packaging materials and boxes. 

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Do you ship internationally?

Yes. International shipping charges include all duties, freight, broker, and clearance fees.  Please contact us to discuss.

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Can I cancel my order?

As our furniture is custom built per order, we only allow orders to be canceled within 24 hours of the initial purchase.  Changing orders after a piece is underway can be problematic.  That said, we want you to be completely happy with your purchase.  After you have finalized an order, if you are concerned about some aspect of the design, call us  If there is an aspect that you want to change and it is still in the early stages of manufacturing, we may be able to accommodate a change request, which may or may not include change fees.

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Checking on Status of an Order

When will I receive my order?

Typically, pieces are completed in about three months.  Allow an extra week or two for delivery.

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I just placed an order. Did I remember to include all the aspects of the order I wanted?

Within the next business day of placing an order, you will receive an email confirming all aspects of your order.  Please review the email and description of the order carefully for accuracy and completeness.

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How can I check the status of an order?

Contact us anytime for an update on your order - 703.348.8600.  One to two weeks before your furniture is finalized, we will contact you again to arrange for delivery. In the meantime, we welcome calls from you about updates on your order.   

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Can I place a rush order?

Yes.  Rush order fees may apply. As rush order are specific to the pieces configuration, please contact us to discuss your deadlines and requirements.

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Receiving Your Willem Smith Pieces

What if my product is damaged in transit?

Please thoroughly inspect your piece upon receipt for any visible shipping damage and for accuracy of materials ordered while the driver is on site during delivery. If you find any damage or discrepancies, please note it on the freight carrier delivery receipt and save any damaged cartons until the claim is settled.  Please contact us at your earliest convenience and no later than five days of receipt of the goods.  In most instances, we will schedule on-site repairs or make transportation arrangements for an exchange, depending on the severity of the damage.

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What if I find a defect?

In the unusual even that you find defect, please call us as soon as possible and within five days of receipt to file your claim so we can help make it right.  Ideally, have your original receipt documents handy but we do have your information on file. We happily replace furniture with defects as stipulated in the Limited Warrantysection of our Terms and Conditions.  As we take great pride in our work (not to mention as we cover return and replacement shipping of defective goods), we conduct a thorough inspection of all of our work prior to releasing it from the manufacturing warehouse. 

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