Frequently Asked Questions - Homepolish

Frequently Asked Questions

We’re here to help—with your design and every step along the way. Click the sections below to find answers to our most commonly asked questions.

GETTING STARTED

Why should I use Homepolish?

Homepolish was founded with a simple idea: interior design needed a redesign for the way we live now. With the perfect interior designer, renovation support, and our dedicated customer team, we handle it all—from the vision to decor purchasing and installation.

We represent the nation’s top interior design talent and select the perfect one for you, providing everything you need for a space you’ll love—vetted general contractors, a Purchasing Concierge, and exceptional customer service. It’s a personalized, end-to-end interior design experience.

How is Homepolish different from traditional design companies?

With Homepolish, you aren’t just hiring a designer—you’re getting a full-service customer support team that will keep your project on track. We have the bandwidth and experience to handle everything from contracts to contractors, and we tailor our services to every single client and project, so you’ll always feel like a priority.

What kind of spaces can Homepolish design?

Any space you can imagine—from hyper-haute offices to full-home renovations to pop-up shops and petite studio apartments. (We’re looking forward to a spaceship commission one day).

Can I choose my designer?

We’ll do our best to match you with a specific designer if there is someone you have in mind. However, if their schedule or workload doesn’t align with your project, we’ll match you with someone who can work best for your given needs.

How does Homepolish focus on designer-client partnerships?

Homepolish isn’t about an aesthetic, we’re about an idea and a mission. If you take a look at our body of work, we’ve done spaces that range from minimal modernism to eclectic Neo-traditional. Our brand is not our style—it doesn’t have to be yours—so you can trust us when we say we try our best to create spaces that are a true reflection of who you are and how you live. Our designers are collaborative partners with you to make that a reality. We rigorously vet applicants and hand-select the professionals who most perfectly pair with your needs—matching them on personality, taste, experience, and enthusiasm.

Can I use Homepolish if I don’t live in one of your cities?

Request our services and we will do our best to accommodate you. We have in-person designers in many major locations across the US, and we also offer other solutions in areas where we don’t have a presence.

How do I get started?

Simple: Fill out your details online, and we’ll either hand-select a designer for you or set you up with a Homepolish designer you already love. Then enjoy a complimentary, one-on-one consultation with your match.

What do you use my information for?

Our Account Managers review the project info you’ve shared—your style, your timeline, where your project is located, your availability, scope of work, etc.—to determine which designer is your best fit. Any information you share with us is safeguarded by our privacy policy.

OUR DESIGNERS

What kind of designers work for Homepolish?

Our rolodex ranges from established talent to emerging designers from top firms. We rigorously vet applicants and hand-select the professionals who most perfectly pair with your needs—matching them on personality, taste, experience, area of expertise, and enthusiasm. We represent designers just as much as we represent our clients, and we work to help them grow their careers with Homepolish.

What about contractors?

When your project needs it, we’ll match you with reliable contractors and architects from our trusted network, saving you from a stressful bidding process. We’ll partner with your designer to keep things moving—from contracts and billing to everything in between.

I HAVE A DESIGNER, NOW WHAT?

How do I schedule my complimentary consultation?

During the signup process we’ll ask for your specific availability to help schedule your initial consultation. A member of the Homepolish team will reach out to you to gather more information before connecting you with your designer. Once you are matched, your designer will offer suggestions based on your preferences and work to set up a time. The complimentary consultation is typically one hour in your space.

Note: when we ask for your “general” availability that refers to how you’d prefer to work with your designer (for example, if you prefer nights/weekends or only midday meetings, etc.)

What should I expect on my consultation?

During your complimentary in-person consultation: you and your designer will meet in-person (ideally in your space) or connect by-video if you are working remotely. They tour your space, and discuss your design goals. Your designer will then give you actionable options for improving your space. These might include furniture resources, paint colors (if you say you want to paint in your project details) or other ideas depending on your exact needs. The consultation gives you a chance to express your needs in detail and get the kind of insight you can’t get over email.

After your consultation, your designer will weigh your needs and project scope, and create a custom proposal outlining tasks, products to purchase, and a recommended design fee. Once you review, you can move ahead and dive into your project.

How should I prepare for my consultation?

All you need to do is be ready to talk about what you’d like to work on. If you have any inspiration photos (or a Pinterest board) bring those (and feel free to peruse The Magazine for tours that could align with your taste).

How long will my project take?

We’re able to work at whatever pace you need—if you’re on a tight turnaround for your office or if you have more time to plot out the home you’ve always wanted. Our designers want to work at a pace you’re comfortable with. Please let us know any deadline requirements you have upfront and we’ll take it into account. When your designer presents you with your proposal post consultation, they’ll be able to give you an estimate on timing. They will always work to maximize your time efficiently, spending time on areas where their expertise is most valuable and making a space you love.

We’ve also written a guide with additional information on the industry and interior design basics.

How long is the initial consultation?

Typically one hour.

THE INS & OUTS OF BOOKING YOUR PROJECT

How much does Homepolish cost?

Since each space and project is different, we begin with a complimentary consultation, followed by a customized proposal. This gives our designers the opportunity to discuss your needs and vision and create a personalized plan tailored to your space and needs. The proposal will be sent for review after the consultation and will include a recommended design fee.

Once you agree to your design fee and scope of work, you’ll be introduced to a dedicated account manager for your project and receive an invoice to submit payment for your project.

What happens when my project begins?

Once you decide to move forward, your designer will follow the specifics of the proposal to complete your project. Your designer will reach out with next steps and proceed along the agreed-upon outline, efficiently prioritizing your needs. If you prefer to source certain items yourself and have your designer manage other needs, you can allot their time accordingly. It’s a collaborative process and completely customizable to how you work best.

How should I work with my designer?

We want your collaboration to be as seamless as possible. You and your designer can decide the process that best suits your project (and we’ll match you with someone who aligns with your needs). How you communicate is up to you—email, phone calls, texting—pick your preference. If you want to be heavily involved, you could set up a weekly check-in for your project.

We truly believe communication is key. Having a “back and forth” with your designer is completely normal. Come up with a list of musts, maybes, and if-we-have-times and prioritize. The more your designer knows about your taste, the more they can tailor their design decisions.

When giving feedback, the more specific you can be the better. Try to weigh each decision individually and delve into what leads you to like or not like something (color, form, fabric, and/or finish). You may love the color of something but not the shape, and clearly expressing these things will make each iteration closer to your vision. We always recommend clients sit with a design for a couple days so they can see if maybe certain options grow on them. Some of a designer’s role is to push boundaries, but ultimately it’s your home, so you decide.

I HAVE A PROBLEM

What if I want a different designer?

We’re happy to work to match you with someone who is a better fit. Reach out to your Account Manager or call us at 844-808-4434.

Things are moving too slowly!

The design process includes many steps that often take longer than expected, but talk to your designer about creating or changing specific time frames. Setting a specific day/time to talk every week is an easy way to keep everyone on track!

If you still feel like your project is not progressing, reach out to your Account Manager or call us at 844-808-4434.

My designer is using time in a way that I don’t want them to.

Reiterate your wants and needs with your designer. Be upfront and clear. If your idea of your dream space has changed since the design process started, just talk about it with your designer and ask them if certain decisions might require more (or less) design time. It’s your home and it needs to be perfect so don’t be shy about changing your mind. The two of you can work to figure out how to best reach the new goal.

Remember that your designer is an experienced professional when it comes to time management so ask them for recommendations on how you can work together efficiently.

I don’t like my designer’s suggestions.

Try asking for more diverse resources or showing them specific products that you may already have or know of that you do like. If you’re open to vintage, let them know! Give them specific feedback of the selections you’ve received so far and be as honest as possible (for example, “I don’t like this because it’s green and I don’t like green”). If you are unsure why you don’t like it, reach out to your Account Manager, and they’ll be happy to guide you through the process.

My designer isn’t responding to my calls/emails/texts/cries for help.

Your dedicated Account Manager is here to help. Call us at: 844-808-4434 or email your Account Manager to rectify the issue.

THE CONCIERGE

What is the Shopping List?

The Shopping List is a tool that allows you to build your budget, place orders and organize your purchases. It connects you to our full service Purchasing Concierge team to manage orders as efficiently as possible. As a Homepolish client, you also have access to exclusive products from to-the-trade vendors.

Using the end-to-end services of our Concierge team to handle your ordering logistics allows our designers to devote more time to doing what they do best—design! Best of all, every Homepolish client gets unlimited Shopping List access after purchasing time (even after your project is completed!).

What are the benefits of using the Shopping List?

Shopping List allows you to access the ease of one-click ordering across all of our best-loved and discoverable vendors. Users have exclusive access to to-the-trade vendors, and avoid the time and hassle of managing order placement and follow-up without using your billable design time.

We want to ensure you have the best customer service experience across every vendor you order from. As your personal Purchasing Concierge, you can leave all the details to us.

What are the step-by-step instructions for using the Shopping List?

Using the Shopping List is easy! If you have any questions, the Concierge Team is available at shop@homepolish.com
to help you.

  1. Navigate to the Shopping List after logging in to Homepolish.
  2. Select “New List” if you would like to organize your purchases; by room, by brand, however you would like!
  3. Once you’ve created the list, select “Add Item” and copy and paste the URL of the item you wish to purchase.
  4. In the “Tell Us More” dialogue box, you can select the list you would like to add the item to, update the pricing, change the item name, choose the quantity, and specify any details regarding size, color, etc. that our team will need to know.
  5. Hit “Submit”. Voila! The item is now added to your Shopping List.
  6. When you’re ready to submit a quote request, select the items in your Shopping List and select the “Review Order” button at the bottom of the page.
  7. The checkout allows you to edit the quantities, shipping details, and payment information for your quote.
  8. Select the “Submit Quote Request” button. You’re all set! Our team will take care of your order from start to finish, and you can expect a completed quote for your review and approval soon.

I need to update my credit card! How do I do this?

In the “Review Order” section, you may select the payment method you wish to use or select “+ Add New Card” from the credit card drown-down menu. Need to update your credit card after you’ve submitted your quote request? Give us a call at 844-808-4434 Option 1 and we’ll update your payment information over the phone.

I need a COI for my building or I have specific delivery requirements. Can these requests be accommodated?

While our Purchasing Concierge is happy to provide COI arrangement or delivery scheduling support if needed, we typically recommend deliveries and COIs be coordinated directly with the carrier. Carriers often request very specific information regarding the insurance requirements of your residence. Because you’ll know your schedule and building details best, you may find it more efficient to speak directly with the carrier.

Note that buildings will often keep a permanent COI on file for common ground carriers such as UPS or FedEx.

What’s next after I request a quote?

As soon as we receive your quote request, our Concierge Team works closely with our vendors to create a full quote including tax, shipping, and any relevant order details. We’ll send your quote to you and your designer for review as quickly as possible. You can then either approve the quote as-is, or request changes.

Once you approve the quote, we’ll work to finalize your order with our suppliers. Note that creating quotes from retail vendors tends to be faster than quotes from to-the-trade vendors. You can always check the status of your quote requests and orders on your Orders Page when logged into your Homepolish account, or feel free to reach out to shop@homepolish.com with any questions.

What if something goes wrong with my order?

Our team of experts is trained to handle difficult situations. Send an email to shop@homepolish.com with your questions, concerns, or issue and our Concierge Team will find a speedy resolution on your behalf! We are able to work closely with our dedicated representatives to provide a smooth ordering process, coordinate the sometimes inevitable exchange or even negotiate compensation in the case something goes awry.

How will I be notified of updates and shipping information for my orders?

Tracking information will be sent to you via email as it becomes available. You and your designer can also view your shipping and tracking information by viewing your Orders Page when logged into your Homepolish account.

How can I make a return or exchange?

Our dedicated ordering concierge team is here to help with all of your returns and exchanges. Just send us an email at shop@homepolish.com with as many details as possible, and be sure to include the item, the Shopping List order number, and the reason for the return, and our team will take care of the rest. If an item arrives damaged, send along a photo of the damage to the item and of the packaging.

Can I return an item from a Shopping List order in-store?

No; Homepolish returns must be facilitated through our dedicated vendor representatives. To ensure a fast and smooth return process, reach out to shop@homepolish.com with your return request and our team will be happy to assist!

Can I order an item through the Shopping List and pick it up in a store location?

Most vendors do not support in-store pickup for trade orders. However, Crate & Barrel and CB2 do support this ordering system; just let us know what pick-up location you would prefer when submitting your quote request!

How can I receive fabric or wallpaper samples from retail vendors?

Many vendors supply complimentary fabric or wallpaper samples directly from the vendor website. If you need further assistance, feel free to reach out to shop@homepolish.com and our full-service team will be happy to help.

I have a promo code/coupon code. Can this be applied to my order?

The Purchasing Concierge is happy to honor applicable sale pricing at the time of order placement.

Promotional or coupon codes cannot be applied to Shopping List orders.

I have a gift card/in-store credit/a store credit card. Can this be used?

So sorry! We cannot accept these methods of payment for Shopping List orders at this time.

What is a to-the-trade Vendor?

To-the-trade vendors sell exclusively to design professionals and wholesale accounts. We are excited to to be able to make these unique items available to you at preferred pricing.

To-the-trade orders differ from standard retail Shopping List orders. These orders require a significant amount of back and forth with the supplier and the total process can sometimes take additional time to finalize.

I want to order a to-the-trade item that doesn’t have a link or a price! What do I do?

You may submit the link to the vendor’s homepage and be sure to include all details, including the item’s SKU number, if available, in the item details section. If no pricing is available, feel free to key in “0” and our team will update pricing accordingly, which will be reflected in your finalized quote.

I would like to know pricing for a to-the-trade item before I submit an order. How do I find this information?

You can send an email to our team at shop@homepolish.com with the item name, vendor name, and item SKU, if available. We will be happy to follow up with pricing and availability information for any to-the-trade items.

How can I receive fabric or wallpaper samples from to-the-trade vendors?

We are happy to have samples sent to you! Simply send us an email at shop@homepolish.com with the item name, item SKU, if available, vendor name, delivery address, and and we will be happy to coordinate with our suppliers to have these sent out!


For vendor inquiries, please email shop@homepolish.com.


Can’t find what you are looking for? Reach out to us at: info@homepolish.com
or 844-808-4434.

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