Frequently Asked Questions

Many House of Ellory furnishings are made to order and enter production following confirmation of your purchase. This allows each piece to be produced according to its specified materials, finish and construction rather than drawn from finished inventory.

Made-to-order status and estimated production timing are noted on the individual product page.

Explore: What Does Made to Order Mean? →

Made-to-order pieces enter the production process following order confirmation and any required specification approval.

Once production has commenced, materials and workshop capacity may already have been committed specifically to your piece.

Made-to-order pieces enter the production process following order confirmation and any required specification approval.

Once production has commenced, materials and workshop capacity may already have been committed specifically to your piece.

Because made-to-order production may begin shortly after an order is confirmed, changes cannot be guaranteed.

Please review all dimensions, materials, finishes and selections carefully before completing your purchase. If you discover an issue after ordering, contact House of Ellory as soon as possible and we will determine whether a change remains possible.

House of Ellory is intended to serve clients internationally. Shipping availability, cost and delivery arrangements vary according to the destination, size and nature of the piece.

Certain oversized, fragile or highly specialized pieces may require individual freight arrangements.

Shipping charges depend upon factors including destination, dimensions, weight, packaging requirements and the method of transportation appropriate to the piece.

Applicable shipping charges or arrangements are provided during checkout or communicated where a custom freight quotation is required.

White-glove delivery is not currently included as a standard House of Ellory service.

Delivery services vary by product and destination. Please review the Shipping & Delivery information provided with the individual piece before ordering.

Unless expressly stated otherwise for a particular order, customers should not assume that freight delivery includes room-of-choice placement, unpacking, assembly, installation or packaging removal.

Where installation or specialist handling is required, this will be identified separately.

Before ordering substantial furniture, we strongly recommend measuring the complete delivery route—not simply the intended room.

This includes exterior access, entrance doors, corridors, staircases, elevators, landings, turns and the final doorway.

The purchaser is responsible for confirming adequate access before delivery.

Explore: How to Measure Your Home for Furniture Delivery →

Please inspect your shipment promptly upon delivery.

Any visible damage to the packaging or piece should be documented with photographs and reported to House of Ellory as soon as possible in accordance with the delivery instructions accompanying your order.

Please retain all original packaging while a damage claim is being reviewed. Do not discard packaging or arrange unauthorized repair before receiving further instructions.

Made-to-order, bespoke and personalized pieces are final sale and are not eligible for return or exchange except where required by applicable law.

Because production is undertaken specifically in response to an individual order, we encourage clients to carefully review dimensions, specifications, materials, finishes and delivery access before purchasing.

Made-to-order purchases cannot ordinarily be cancelled once the order has entered production.

Please review the cancellation terms applicable to your purchase before ordering.

Made-to-order and bespoke pieces are produced specifically for the order and therefore cannot be returned or exchanged because of a change of mind.

For this reason, we encourage careful consideration before commissioning a piece and recommend requesting material samples where available.

We make every effort to represent our materials and finishes accurately; however, digital displays, photography and individual lighting conditions can affect the perception of color and texture.

Natural materials may also exhibit inherent variation in tone, grain, veining, texture and pattern.

Where material samples are available, we recommend viewing them within the intended room before ordering.

Yes. Variation is an inherent characteristic of many of the materials used throughout House of Ellory collections.

Timber grain, stone veining, leather markings, textile texture, hand-applied finishes and metal patination may vary from one piece to another.

These natural distinctions are not necessarily defects; they are part of the individual character of the material and craftsmanship.

Material samples are available for selected House of Ellory textiles and finishes.

Availability varies by material and collection. Samples are particularly recommended when selecting upholstery or finishes for significant made-to-order pieces.

Request Material Samples →

Care requirements vary by material. Product-specific guidance is provided where appropriate on the individual product page.

Natural stone, timber, leather, velvet, linen, fine rugs and specialty finishes each require different care, and we recommend following the instructions specific to your piece.

Selected pieces may be available with alternative dimensions, materials, finishes or other modifications.

Customization is dependent upon the construction and design of the individual piece and cannot be guaranteed across every collection.

Please enquire before ordering if you require a modification.

A made-to-order piece begins with an established House of Ellory design and is produced following your order, sometimes with selected options for material, finish or configuration.

A bespoke commission allows for a greater degree of individual development for a particular home, interior or architectural requirement.

Explore: Made to Order or Bespoke? →

Yes. The Bespoke Commission offers the opportunity to create or substantially adapt furniture, rugs, architectural elements and singular pieces for an individual project.

Each commission is considered individually according to feasibility, materials, scale and production requirements.

Discover The Bespoke Commission →

Yes. The House of Ellory Design Atelier offers several levels of private design guidance, from focused assistance with an individual room to more comprehensive interior design and bespoke commissions.

Our approach is informed by more than two decades of experience designing high-end and ultra-luxury residences.

House of Ellory Design Atelier services are currently offered remotely through private design correspondence, with virtual consultation included where specified.

In-person design services are not currently offered.

The appropriate service depends upon the scope of assistance required.

The Design Edit is intended for focused guidance and refinement.

The Room Composition offers more developed assistance for a single room, including private correspondence and virtual consultation.

The Private Interior provides our most comprehensive one-room design service.

The Bespoke Commission is intended for individually developed furniture, rugs, architectural elements and singular pieces.

Discover the Design Atelier →

Yes. The House of Ellory Trade Program is available to qualifying design and trade professionals.

Approved members may receive access to trade benefits and project support according to the terms of the program.

Applications may be submitted through the House of Ellory Trade Program page. Professional information and qualifying documentation may be requested as part of the application process.

Discover the Trade Program →

House of Ellory currently presents its collections primarily online. If viewing opportunities become available for a particular collection or location, they will be communicated accordingly.

Material samples may be requested for selected textiles and finishes.

Yes. If you require additional dimensions, material information, specifications or clarification before ordering, don't hesitate to get in touch with House of Ellory and include the name of the piece in your enquiry.

We particularly encourage clients to contact us before ordering when there are questions concerning scale, customization or delivery access.

For product enquiries, orders, Design Atelier services, bespoke commissions, trade enquiries and general assistance, please get in touch with us through our website or by email at:

enquiries@houseofellory.com

CONTACT HOUSE OF ELLORY →