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.
Why should I use Homepolish?
Homepolish makes designing your dream space seamless, personal, and simplified. We’ve amassed the nation’s top interior design talent and connect them with you, all while providing everything you need for a space you’ll love—vetted general contractors, smart project management, a shopping concierge, and exceptional customer service. It’s an easy, 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.
Is Homepolish budget-friendly?
Yes, our process frees you from many of the constraints and antiquated pricing structures of the old industry. By offering you the ability to fully customize your experience, we can keep costs to a minimum. Because our pricing isn’t based on costly markups, designers aren’t incentivized to spend more. Plus our smart project management and streamlined Purchasing Concierge services maximizes your designer’s time to design (and thereby saves you money). We utilize our network of connections to share our library of vendor discounts, offering you prices at and often below retail.
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?
Yes! We have in-person designers in many major locations across the US but we also offer by-video design to help those areas where we don’t have a presence. Our Video Design packages are the same as our In-Person options but the design process happens via video, email, and phone calls. Learn more about By-Video Design in our explanatory article.
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?
What kind of designers work for Homepolish?
Our rolodex ranges from established talent to fresh picks from the top schools and design 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 source reliable contractors and architects, saving you from a stressful bidding process, and 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. Your designer will reach out to you and offer suggestions based on your preferences and work to set up a time. The complimentary consultation is typically one hour in your space (or by video).
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 (with rates starting at $130/hr, varying by designer). Once you review, you can move ahead with purchasing hours and diving 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 hours, 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 hours
How much does Homepolish cost?
Based on your needs and project scope, your designer will create a custom proposal outlining tasks, products to purchase, and a recommended design fee (with rates starting at $130/hr, varying by designer).
What are my options for buying hours?
The Design Package has a minimum purchase of 10 hours with the option to buy in increments of five hours after your initial purchase (starting at $130/hr).
How do I book hours?
Once you’ve reviewed the custom proposal from your designer, you can log into your Dashboard and purchase your desired amount of hours (with rates starting at $130/hr, varying by designer). The process is clear—you are paying for your designer’s time, not costly markups and fees.
How do I book more hours?
Purchasing more hours is easy. Just click the “Add Hours” button in your dashboard and select the quantity of hours you would like.
What does my designer do with the hours I’ve booked?
Exactly how your designer works is up to you. Your designer’s proposal will include some specifics of how their time will be used, but once you purchase hours we suggest discussing the process further and 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 schedule (and we’ll match you with someone who has a schedule that aligns with your preferences). How you communicate is up to you. Email, phone calls, texting… Pick your preference. Your Dashboard helps to streamline the process. You’ll be able to conveniently check in on which tasks are in process or completed, and add new spaces with the click of a button.
How do I make the most of my time?
Communicate! Be clear about what you want and don’t want, what you love and what you hate. Come up with a list of “must-haves”, “maybe-haves” and “if-we-have-time’s” and prioritize. If you want to be heavily involved, you could set up a weekly check-in for your project. The more your designer knows about your taste, the more they can tailor their design decisions. If you hate Shabby Chic, tell them! If you love Mid-Century Modern, tell them! If you have a recurring dream about a Moroccan palace but live in a studio apartment, they’ll still do what they can to make it come true.
Our Dashboard is designed to keep you and your designer on track. Utilize our Task Lists to make sure you’re completing steps in a timely matter and give you insight into how your designer is working so you can keep your project moving.
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 hours 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 use your hours to 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 guys can work together to make sure hours are used 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.
What are the benefits of using the Dashboard?
We’ve created the technology to make managing your design project simple. All Homepolish clients and designers get access to a personalized Dashboard that organizes your project’s tasks and items. Purchase time with your designer, see where they are in the process, track orders—even manage multiple renovations at once—all in one easy-to-navigate place. No more sorting through multiple email threads. You’re just a couple of clicks from the space of your dreams.
Your Dashboard includes access to our Shopping List, which gives you the ease of one-click ordering across a host of vendors, using our preferred pricing.
What is the Shopping List?
Part of our Concierge service, The Shopping List is a tool that allows you to build your budget, place orders, and organize your purchases. It connects you to our dedicated Concierge team to manage orders as efficiently as possible, in addition to accessing discounts with many of our vendors. As a Homepolish client, you also have access to exclusive products from to-the-trade vendors.
The Shopping List streamlines the purchasing process, and allows our designers to maximize your budget while minimizing your time hunting for products. Designers can devote more time to doing what they do best...design! Best of all, every Homepolish client gets unlimited Shopping List access after the purchase of hours (even after your project is completed).
What stores can I order from and will I get a discount?
We offer a host of vendors—from established brands to up-and-coming artisans. A complete, up-to-date list of our current vendors and discounts can be viewed on your "Orders" page, accessible through your Homepolish Dashboard.
While a few of our vendor partners do not provide a discount directly, using the Shopping List saves you valuable time (and billable hours) that either you or your designer would spend placing and managing orders across multiple vendors. The Shopping List lets you focus on creating a beautiful space. Our ordering concierge team is happy to take care of all the ordering details on your behalf from start to finish!
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 firstname.lastname@example.org to help you.
- Navigate to the Shopping List after logging in to your Homepolish dashboard.
- Select “New List” if you would like to organize your purchases; by room, by brand, however you would like!
- Once you’ve created the list, select “Add Item” and copy and paste the URL of the item you wish to purchase.
- 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.
- Hit “Submit.” Voila! The item is now added to your Shopping List.
- 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.
- The “Order Details” page allows you to edit the shipping name, address, and payment information for your quote. Additionally, you can let us know if you have any special notes that our team should know about your order or delivery.
- Select the “Get Quote” 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?
Please specify any delivery requirements you may have in the “Shipping Notes” section of the “Review Order” section, and our team will do our best to accommodate!
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 ordering team works closely with our vendors to complete your quote with applicable discounts, tax, and shipping. 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 each vendor. Note that obtaining quotes from retail vendors tends to be faster than quotes from to-the-trade vendors. You can always check the status of your quote on the Orders Tab of your Homepolish dashboard, or feel free to reach out to email@example.com with any questions.
What if something goes wrong with my order?
Don’t worry, this is exactly what we’re here for. Our experienced customer service team knows how to deal with difficult situations. Send an email to firstname.lastname@example.org with any questions, concerns, or issues and our team will find a speedy resolution on your behalf. We work directly with representatives from each vendor to provide a smooth ordering process, coordinate exchanges, handle damages or defects, and 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 order history with shipping and tracking information by viewing the Orders Tab of the Shopping List.
An item I ordered didn’t work out! How can I make a return?
Not to worry, our dedicated ordering concierge team is here to help with all of your returns and exchanges. Just send us an email at email@example.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 firstname.lastname@example.org with your return request and our team will be happy to assist!
Can the Homepolish discount be honored in store locations?
No; Homepolish discounts can only be accessed through the Shopping List.
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!
Does the Homepolish discount stack with sale pricing?
Most vendors do not allow us to stack our discount with sale pricing. However, a few of our best-loved vendors such as West Elm, Pottery Barn, and Rove Concepts do allow us to stack our trade discounts with sale pricing for even greater savings!
If our trade discounts stack with sale pricing, this will be reflected in your finalized quote.
Discounts cannot be combined with other promotional or coupon codes.
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 sources. While occasionally you are able to purchase these specialty brands through a retailer, you’ll often encounter extensive markups (and spend an inordinate amount of time trying to track them down). By contrast, Homepolish is able to buy directly from the supplier at to-the-trade pricing. It’s these unique items that will elevate your space to something truly special.
Please note: trade orders differ from standard retail Shopping List orders. Due to the bespoke nature of these products, these orders require an increased amount of dialogue with the supplier and the total process can sometimes take up to two weeks to finalize.
I want to order a to-the-trade item that doesn’t have a link or a price! What do I do?
No problem! 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 email@example.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 firstname.lastname@example.org 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 email@example.com.
Can’t find what you are looking for? Reach out to us at: firstname.lastname@example.org or 844-808-4434.