ABOUT OUR PRODUCTS
Who designs your furniture?
We collaborate with renowned designers. To design for now and for tomorrow. Our new collections are designed by Metrica. Metrica has won numerous international design awards including the prestigious Compasso d'Oro. They work with furniture brands such as Poliform, Arper, Zanotta, Paola Lenti and Ligne Roset.
Where is your furniture made?
Our furniture is made in Italy. To achieve the highest quality we turned to the same Italian craftsmen that make furniture for the established luxury brands. Several of our craftsmen are located in Brianza north of Milan, where the skills of furniture making has been perfected through generations. Their know-how and commitment to excellence is unparalleled. Traditional craftsmanship is combined with the latest technological advances to ensure extreme durability.
What kind of materials is your furniture made of?
The selection and investment in materials is what sets premium furniture apart. We make no compromise on materials. Our woods, fabrics, leathers, glass - many of which are custom made for our collections - meet the highest standards. All our materials are sourced from Italy, Germany and Spain. We strive to use sustainable materials to minimize our impact on the environment. And promise to continue to push the boundaries for sustainable materials that fit into our philosophy of eco-living through innovation.
Can your furniture be customized?
Yes! We built extreme modularity into every part of our sofa and wall systems so that you can make it yours. On our website you'll find compositions that should meet most needs. Please contact us at +1 212.634.7250 if you're looking for other compositions and we will find the perfect solution for you.
Do I need to assemble the furniture?
Some of our furniture requires simple assembly. We do not sell flat-packed furniture since it's impossible to achieve the highest quality that way. We do spend a lot of effort developing solutions that make the furniture easy to assemble. All our assembly instructions are available on the product pages online. Have a look and if you'd like help you can choose our white glove delivery option. This includes assembly. We always recommend that you mount wall systems to the wall and that you work with professionals on this.
How do I take care of my furniture?
Our furniture is built to last. We work with the best materials and Italian craftsmen who have made furniture for generations. To make your furniture look at its best every day we recommend that you follow our simple care instructions here.
What kind of warranty do you have?
Our warranty covers manufacturing defects for two years from the date you receive the product. The warranty covers replacement or repair of unusable or defective parts free of charge, during the warranty period. Click here for more information about our warranty.
How sustainable is your furniture?
For us, eco-living is a result of the complete 360-lifecycle view that we take. It's part of our Nordic heritage: Furniture for now, for life. It starts with the timeless lines that characterize Nordic design. Your piece of furniture will be equally relevant tomorrow, as it is today. Then we make significant investments in engineering to make sure we build extreme modularity into every part of our furniture. This enables you to continue using our furniture as your life and needs inevitably evolves - Change It Up, Upgrade, Expand. You can change all the covers on our sofas if you need a fresh start.... or have an accident. You can make a left-facing chaise lounge a right-facing chaise lounge in no time.
Our focus on modularity also simplifies logistics and warehousing. To such an extent that it really helps minimize the carbon footprint of these activities. Then we work with suppliers who share our view of sustainability. We use Zero-Impact leather. Certified wood. The craftsmen who make our furniture in Italy have excellent working conditions. It is still not possible to make every single activity carbon neutral. So our promise is to continue to push the boundaries in our search of more sustainable materials and practices.
Do you have a showroom?
We're constantly working on new ways to make furniture shopping a better experience. This includes specific concepts that will let you experience our furniture both online and offline. But we won't open stores on every corner. We can give you much better value by selling our furniture directly from our factories to you. That's also why we offer a generous 30-day Peace-of-Mind Guarantee in case you receive your furniture, and you're not feeling it. Make sure you've signed up for our newsletter so you'll be the first to know about our new concepts!
BEFORE I ORDER
How do I know your furniture is right for me?
We designed our sofa and wall systems with the city dweller in mind. Exceptional comfort and functionality. Extreme modularity. No compromise on quality. Every CIVIL product is an authentic piece of designer furniture. So we encourage you to order and find out for yourself. If for some reason you're not feeling it, you have 30 days to return the product under our Peace-of-Mind Guarantee.
How accurate are the finish colors on your website?
We do our best to make sure our photos show accurate colors. However, the color you will see on your screen or printer depends on technicalities outside of our control. Therefore we do recommend you order free swatches before you order your furniture.
Can I get swatches before I order?
Yes! We fully understand that you want to see the actual finish color and texture before you order. You can order free swatches on our website at any time.
Can I buy CIVIL products anywhere else?
CIVIL products are sold exclusively through BY-CIVIL.COM. This is how we avoid high markups through retail stores or agents. And how we ensure you get the best possible value when you buy CIVIL furniture.
Do you offer special conditions for the trade?
Yes. In fact, our sofas and wall systems have been very well received by designers because of the limitless options for customization that we offer designers. Please click here to learn more about our trade program.
ORDERS AND PAYMENT
How do I place my order?
Place your order 24/7 at BY-CIVIL.COM. Or speak with our customer service team that's there to help you by calling +1 212.634.7250 Monday–Friday, 9 am–6 pm Eastern Time. You will always receive an order confirmation by email. If you have not received your confirmation within an hour please contact us and we'll sort it out.
How can I change or cancel my order?
We process Quick Ship orders in less than 48 hours. If you need to change or cancel your order please call us at +1 212.634.7250 Monday–Friday, 9 am–6 pm Eastern Time. We'll do our best to accommodate changes before the order has shipped. If you cancel in time a full refund will be issued. Click here for more shipping info.
Which payment options do you offer?
We accept all major credit cards including Visa, Mastercard, American Express and Discover. All orders are billed in US dollars.
Do you charge sales tax?
We do not charge U.S. State sales tax with the exception of orders shipping to New York and New Jersey. CIVIL is not responsible for each individual state's sales tax reporting laws as it relates to online purchases. We encourage you to check your state's tax regulations before you place your order.
When is my credit card charged?
The full order amount will be charged when you place your order.
SHIPPING, DELIVERY & ASSEMBLY
How much does shipping cost?
Shipping costs varies depending on the type of product you order and preferred shipping method. The cost will be added during your checkout, before you submit your order. Please click here for a general overview of shipping costs.
When can I expect my order?
You will find the estimated delivery time on the product page. We will send another email or call you with information about the specific delivery date and time window, depending on your chosen shipping method. If you live in New York City, Los Angeles or Miami you can also choose White Glove delivery.
Quick Ship products leave our warehouse in 24-48 hours after you place the order. Your order will arrive in 2-10 business days depending on your chosen shipping method and location. Remote areas might take longer time. Our pre-order pieces that are made in our Italian factories will ship from our U.S. warehouse 12-16 weeks after you place the order.
Contact us if you need shipping to Alaska, Hawaii or Puerto Rico. Contact us if you need your product sooner and we'll work with you on expedited shipping alternatives. Please click here for more details on shipping.
How can I check my order status?
You can check the status of your order at any time through our shipping partner's website or customer contact center. You'll find contact details in the order confirmation email. You're also welcome to email us at firstname.lastname@example.org or call us at +1 212.634.7250 for the latest status.
Do I need to keep my shipping box(es)?
We highly recommend that you keep the shipping box(es) for 30 days in case you decide you want to return your product. If you don't have your shipping box we will not be able to accept returns since our boxes are custom made for each CIVIL product.
What if I have an issue with assembly?
Make sure you follow our assembly instructions. If you don't have the instruction it can be found on the product page on our website. Please call us at +1 212.634.7250 if you need help to solve the issue. Make sure to have your order number or product number ready.
What if my building requires a COI for delivery?
If you ordered in-house delivery or White Glove service there is a chance your building will require a Certificate of Insurance (CIO). If you live in a doorman building you should confirm with them before delivery. Please email the COI to email@example.com along with your order number ahead of delivery.
Do you ship internationally?
We currently do not ship outside of the United States. There are great companies that handle international package forwarding and we're happy to provide more information if you're interested. Please email us at firstname.lastname@example.org or call us at +1 212.634.7250.
RETURNS, DAMAGES & REFUNDS
Can I exchange or return my order?
We have a generous 30-day Peace-of-Mind Guarantee that allows return or exchange for all our furniture and accessories. If you’re not feeling it, we’ll simply give you a merchandise credit or money back. Any state taxes charged for your order will be refunded in accordance with state and local laws. You will not be refunded the original delivery cost or return shipping charges. Custom made products cannot be exchanged or returned. Please click here for a full view of our return policy.
How do I return my order?
Contact our customer service by phone +1 212.634.7250 or email us at email@example.com to get your return authorization. We will ask you to share your order number as proof of purchase for a refund. You must initiate shipment no later than 10 business days after you receive your return authorization.
When will I receive my refund?
We will process your refund request and issue the refund back to your credit card within 10 business days. It might take up to 5 business days more for the credit to appear in your account.
What if parts are missing or damaged?
Make sure you inspect your order at delivery. If you receive a damaged or defect product, or there are missing parts, make sure to specify this on the form you'll be asked to sign at delivery. To make sure we fix the issue as soon as possible we also ask you to send us an email at firstname.lastname@example.org. Please include a picture of the damage or defect and your order number.
WEBSITE & ACCOUNTS
Is your website secure?
Do I need an account to shop?
No. You can always choose to do a guest check out. If you decide to open an account later and want to link your previous orders to your account this is possible. Just send an email to email@example.com with your email address connected to your CIVIL account along with the order number you wish to add, and we will link the order to your account.
Why should I get a CIVIL account?
There are several benefits of signing up for an account. It's an easy way to check your order status, track shipments, check out quicker when you place new orders and have access to your order history and receipts. And you'll be the first to know about limited editions, news and anything else we're up to!
How do I change my email?
Just log into your account on BY-CIVIL.COM and update your email right there.
How can I be removed from your maling list?
You can click the "Unsubscribe" link at the bottom of any of our newsletters. Or send an email to firstname.lastname@example.org with your email address written in the body of the message along with a short note that you'd like to be removed.
Who's behind the CIVIL brand?
The team behind the CIVIL brand is third generation furniture makers, city livers & city lovers. Our roots and design philosophy is Nordic. Clean lines and focus on functionality. New York City is home. We know what it takes to make the perfect furniture for the fluid city lifestyle.
Our Nordic heritage also drives our bigger philosophy. We have a genuine belief in running our business in a civilized way. CIVIL is a vehicle to make a difference. Click here to read more about our team.
Where are you located?
Our offices are at 69 Charlton street in the Soho district of Manhattan. Here we're bouncing visionary ideas around future collections, developing our next collections and making sure you have the best possible experience when you shop for furniture. We love to talk about design, city living and everything that has to do with lifestyle. Our team has been to hundreds of cities around the world and love to share the latest. Just let us know if advance if you plan to pop by.
What is unique about CIVIL?
We're on a journey to change the way people think about their furniture - from disposable or unaffordable to a loved and continuous fixture in their fluid city life story. To achieve this we had to change the way high-end furniture is sold. The cost of making premium furniture is based on the design and quality. But only a fraction of the high retail prices in linked to the actual cost of making the product. The majority of the price you pay goes to those selling the product - importers, distributors, retail stores, sales staff commission. We are not looking to make the cheapest sofa out there. We're looking to make and sell premium designer furniture at civilized prices.
We're doing this in a way that has minimal negative impact on the environment. We believe a greener planet starts with each one of us. And what better way to start than with your home! We turned the traditional furniture business model upside down to ensure sustainability is built into every part of our business. It evolves around a 360-liefecycle view. It's simply a civilized way of running our business. You can read more about eco-living here.
Do you have a press inquiry?
We're here to help and look forward to hearing from you. Please email us at email@example.com.