Frequently Asked Questions

Getting Started

Why should I use Homepolish?

Because you’re ready to love walking through your front door everyday and are either too busy to design the space you want, know what you like but don’t know where to find it or how to incorporate it into what you’ve got, or you don’t think interior design is your forte. Homepolish is a fully comprehensive interior design service managing thousands of projects of all sizes and budgets across the country. From sourcing and arranging soft goods to gut-renovations in residences or offices, we can do it all.

Our designers can take complete control of the process, from accessories to renovations, or lend a helping hand as a design partner and editor. Whatever you need, we’re here! Read about what we’ve been up to.

How is Homepolish different from traditional design companies?

How shall we count the ways? Homepolish is the startup that’s changing the interior design game for good. Hiring a designer by the hour allows you to do anything from rearranging your home office to giving your whole apartment a facelift. Hey, we can even gut-renovate your company’s office loft space. Whether the project is huge or tiny, we’re here to help.

How is Homepolish budget friendly?

Know why traditional interior design has always been so expensive? Because markups on what you purchase mean your designer will always be incentivized to spend more. Not only do we cut out the design fees and markups, we bring an entire library of vendor discounts (a.k.a Shopping List) to take your dollar further and to make each Homepolish space look that much better

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 complete minimal modernism to eclectic cigar lounges. Our brand is not our style – it doesn’t have to be – 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. We want you to be happy in your space! Our designers are collaborative partners with you to make that a reality.

What kind of spaces can Homepolish design?

We’ve redesigned office lofts, pop-up shops, brownstones, studio apartments, mansions, hair salons, pretty much every size and kind of interior out there. We’re waiting for our first spaceship commission.

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

Yes! We have in-person designers in 15 cities across the US but we now offer by-video design to help those areas we haven’t physically landed in yet. 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?

Start right here! It’s the typical drill: create a login so you can keep coming back and then start filling out all this information so we can get you matched with a designer. Talk our ears off. Don’t be afraid, the more info you share the better the match.

What do you use my information for?

The Queen Bees (our service team) look at the project info you’ve shared – your style, your timeline, where your project is located, your availability, etc – to figure out which designer will work best. If you’re unhappy with your designer, let us know and we’ll get you a different one free of charge! The information you share is also safeguarded by our privacy policy.

Why can’t I choose my designer?

Good question. If you really love one of our designers, tell the Queen Bees and if they’re available, they’ll arrange a meeting. We’ve spent a lot of energy not only getting to know our designers styles and skill sets but also making sure they understand their mission to be building the perfect space for you. So when you give us the details, we worry about styles and availability – so you don’t have to – and send you a confident match. You’d be amazed at how good we are at finding the perfect match.

Our Designers

What kind of designers work for Homepolish?

Our (now hundreds of) nationwide designers are hand picked and fully vetted members of the design community coming from some of the best schools and firms around the country. Working with both established and burgeoning talent, our designer team collectively covers every style, budget range and project size.

What about contractors?

Your designer is happy to recommend a contractor they have worked with, but all contractors are third party and unaffiliated with Homepolish. While we can’t guarantee their work, your designer will happily send along references or use any contractor you prefer. Our experienced designers can work with contractors and help project manage their progress.

I HAVE A DESIGNER! NOW WHAT?

How do I schedule my complimentary consultation?

When you sign up, we ask you for general and specific availability. That “specific” part is for this initial consultation! It’s typically an hour in your home or office (either in-person or by a video platform), so figure out when you’d like to meet your designer and schedule at your convenience. The “general” part is when you prefer to work with your designer – for example, if you’re only available nights and weekends or if you prefer midday meetings.

What should I expect?

Here’s what happens during your complimentary in-person consultation: your designer comes over (or connect by-video if you have a Video Package), they tour your space, you guys chat about your design goals and then your designer gives you actionable options for improving your home/office/whatever. These might include furniture resources, paint colors (if you say you want to paint in your project details) or layout options – it all depends on your pain points. In-person consultations are very important to the design process because it’s a chance for you to express your needs in more detail and get the kind of insight you can’t get online.

How long will my project take?

Homepolish designers work at a pace you’re comfortable with. If you have a tight deadline, by all means, let us know when you sign up! If you want to design at a leisurely pace, go for it. Your designer will suggest a design hour estimate after the initial consultation, so it’s up to you how fast you’d like to go.

Our designers will work to maximize your hours, spending time on areas where their expertise is most valuable and making a space you love.

How should I prepare?

Just fill in your project details when you sign up (or later on your Dashboard page) and be ready to talk about what you’d like to work on! If you have any inspiration photos (or a Pinterest board) bring those! 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

What’s the flat fee price for Homepolish designers?

After the initial complimentary consult, Homepolish designers cost $130 per hour.

What are my options for buying hours?

We have two options to keep working with Homepolish! The Single Day Session is three hours with a designer ($390, total). The Design Package has a minimum purchase of 10 hours with the option to buy in increments of five hours after your initial purchase ($130 per hour).

How do I book hours?

After the initial consultation, your designer will email you with their recommendations for your space, an estimate for the design time they’d need to complete the project, and a link to purchase design time with them. You simply pay for your designer’s time – no markups on purchases or other fees.

In fact, if you purchase any amount of hours, you’ll have access to our Shopping List vendor discounts! Depending on your specific needs, your designer will draw floor plans, go on shopping trips with you, source furniture, help select paint colors, manage contractors, or anything else you’d like.

How do I book more hours?

Purchasing more hours is easy, you can go to homepolish.com/buy and select the number of hours you’d like!

What does my designer do with the hours I’ve booked?

How you use your design time is up to you and your Homepolish designer. After your initial consult, you and your designer will both have an idea of the design plan, but once you purchase hours, we always like to suggest discussing the project and coming up with a set of priorities together. Maybe it’s sourcing furniture online and sending you links or shopping together at a store or at the local flea market. Maybe it’s managing contractors or picking bathroom finishes. It’s a collaborative process!

How should I work with my designer?

You and your designer can decide how to work together so that it suits your schedule. That’s why we ask for your “general” availability when you sign up so we can make sure your designer’s schedule matches yours! And how you communicate is up to you, too! Email, phone calls, texting… Pick your preference.

How do I make the most of my time?

Communicate! Be really 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 maybe even set a weekly time to meet. 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 cozy hang outs, 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.

I have a problem

I want a different designer!

We’re here to help. Call our team 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!

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 apartment 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 designers 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 Queen Bee, and they’ll be happy to guide you through the process.

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

Call us! 844-808-4434. Know that you have dedicated service person (a Queen Bee of your very own) to talk to.

Let’s talk about the shopping list

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 dedicated Ordering 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 helps to make the most of every budget and allows our designers to create spaces that look better for less. 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 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. Shopping List offers many ways to save. Users are offered discounts with most vendors, have exclusive access to to-the-trade vendors, and avoid the time and hassle of managing order placement and follow-up without using your designer’s billable design time.

In addition to saving you time and money, we have a dedicated team of real, live humans who are as excited about your project as you are. We want to ensure you have the best customer service experience across every vendor you order from! Think of us as your personal ordering concierge, and leave all the details to us.

What stores can I order from and will I get a discount?

A complete, up-to-date list of our current vendors and discounts can be viewed on the Vendor Tab in your Homepolish dashboard. Discounts vary from vendor to vendor.

While a few of our vendor partners are unable to provide a discount directly, using the Shopping List saves you time and billable hours that would have been used by your designer to place and follow up on these orders. This lets you and your designer focus on the fun part: 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 shop@homepolish.com to help you.

  1. Navigate to the Shopping List after logging in to your Homepolish dashboard.
  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 “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.
  8. 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 shop@homepolish.com with any questions.

What if something goes wrong with my order?

Don’t worry, we’re here to help! Our staff is trained to handle difficult situations. Send an email to shop@homepolish.com with your questions, concerns, or issue and our 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 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 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 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 accounts. While you are sometimes able to purchase these specialty brands through a retailer, you’ll often encounter extensive markups. Homepolish, by contrast, is able to buy directly from the supplier at deeply discounted pricing. We are excited to to be able to bring these unique items at great pricing to you!

Also, something to keep in mind, trade orders differ from standard retail Shopping List orders for a few reasons. These orders require a significant amount of back and forth 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 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.

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