Frequently Asked Questions

What makes Laurel & Wolf different than other interior design services?

Laurel & Wolf offers interior design services entirely online, which means you can design your space from the comfort of your home, your office, or even on-the-go using your internet-accessible device! In addition, we don't charge hourly fees. With our service, you'll pay a one-time flat fee per room to receive complete design services from our talented Laurel & Wolf designers.

What do you mean "entirely online?"

The entire design process, from start to finish, is completed online on our easy-to-use Laurel & Wolf platform. You can then provide feedback to and communicate with our designers, 24/7, all on the site!

I'm really not tech savvy. Can I still use your site/services?

Absolutely! With our site, it's easy to see your designs, provide feedback and communicate back and forth with your designer. If you ever get stuck, there are real humans here to help you! Email us anytime at clientsupport@laurelandwolf.com, use the live chat feature on the site, or call us at (888) 574-4636 Monday through Friday from 9am to 6pm (PST).

What should I use Laurel & Wolf for?

Whether you just need to spruce up your space or are looking to completely transform your home or office, no project is too big or too small! The flat rate per room model makes it easy for you to add rooms to your design project, or if you prefer to work on one room at a time, that works for us too! We'll help you with every part of your design from the flooring, to the draperies, to the accessories that go on your table. We can help with any interior design project that doesn't require construction!

What's the difference between your packages? Which should I choose?

Our Classic Package ($149/room) offers our complete interior design service at our most affordable price. Get matched one-on-one with an interior designer to start designing your space now.

Our Premium Package ($249/room) matches you one-on-one with a Premium designer, so you can start designing your space right way. Premium designers are the most successful, experienced designers on the site.

Our Signature Package ($249/room) offers our complete interior design service with your choice of designer. You’ll preview personalized room concepts from three interior designers, then pick one to work with to perfect your space.

Each package includes one-on-one time with your designer with unlimited revisions to your room during Design Time. Your Final Design Package includes a style board, a shopping list and a digital floor plan with set-up instructions.

I have an open floor plan. How do you define a "room" under an open-concept space?

We understand this can be tricky! When there is an open-concept floor plan, pricing is determined by each area you want designed. For example, with an open living/dining space, do you want your living area and dining area designed and furnished? If your answer is "Yes, I need design help and want furniture in each of these 2 areas", then you will be charged for 2 rooms.

If you only want your living area designed, you will be charged for 1 room. You can upload pictures of your entire space to achieve continuity between your living area and dining area, but your designer will only design and source items for your living area.

If you need additional clarification, please send photos of your space, dimensions, and a floor plan to clientsupport@laurelandwolf.com. We are happy to review your space and let you know what the pricing is for your project.

How does the process work?

For Classic and Premium packages, we’ll match you with a designer based on your style preferences, and you’ll begin working right away. For both packages, you’ll have 13 days of Design Time to work one-on-one with your designer to perfect your room.*

For Signature, Signature Plus, and commercial packages, you’ll preview personalized design concepts from multiple designers before choosing one to continue working with to complete the space. For both packages, you’ll have 10 days of Design Time to work one-on-one with your chosen designer to perfect your room.*

For all packages, once you’ve approved the room, your designer will submit a Final Design Package including a style board, shopping list and a digital floor plan with set-up instructions.

*Multi-room projects will start out with an additional three days for each additional room in the project.

How long does a design project take?

A design project typically takes about 2 weeks for a single room project. If you're doing a multi-room project, you'll have 3 additional days per room during the Design Time phase of your project. Need more time? Contact clientsupport@laurelandwolf.com, and we'll extend your timeline.

Typical project timeline

How will the designers know what I like?

Designers will use the information you've included in your Design Brief about your personal style and space to get started on your design. You’ll also be required to upload inspiration photos to help our designers understand your vision for the space. Plus, you’ll also have plenty of one-on-one time with your designer to edit the design until you’re completely satisfied.

What's a concept board?

A concept board is a personalized preview of a designer’s work submitted during the first phase of a Signature or Signature Plus project. Think of it as a designer’s first impression of your space, based on your Design Brief details. Remember, the concept board is not the final design--it’s meant to be a jumping off point for you and your selected designer once you’ve entered Design Time.

Faq styleboard

What If I Don’t Select a Designer for my Signature or Signature Plus project?

Once you've received all of your concept boards, your project will move into the Pick a Designer phase. If we notice that you haven't picked a designer, we will contact you via email and/or by phone with several friendly reminders.

If you don't select your designer or notify us within 15 days of receiving your final concept board, your project will be closed. If you’d like to resume the project after it has been closed, contact us at clientsupport@laurelandwolf.com, and we’ll help you restart.

How do I contact my designer? Is it all online?

The entire design process is completely online - you can easily track your correspondence and interaction with your designers on our online platform. If you absolutely need to get on the phone with your designer, let us know, and we'll organize a conference call for you to connect!

What's a multi-room project?

If you have multiple spaces that you’d like to have completed by the same designer, add all rooms to your cart during checkout. If you have multiple rooms and want each one designed by a different designer, please start a new, single-room project for each room you want designed.

For Signature and Signature Plus multi-room projects, you will only receive concept boards for one room in your project. You’ll be prompted to choose this room prior to officially launching your project for designers to review.

What if something goes wrong?

Don't worry, we've got you covered! You can reach our Client Support team 24/7 at clientsupport@laurelandwolf.com or use the live chat feature on our site. You can also give us a call at (888) 574-4636 Monday through Friday from 9am to 6pm (PST).

How do I edit my Design Brief?

You can click 'edit' next to any of the answers in your in design brief except for the budget. You can also add any additional information you have for the designers in the "Other Details" box at any time. Need to make changes but don't see the 'edit' button? Send us a message at clientsupport@laurelandwolf.com and we'll help you out!

How do I get in touch with my designers?

There are a few ways to contact your designers. To send a message to everyone who is participating in your project, simply leave a comment in the Comments section of your Design Brief. To send a private message to a designer during the concept board phase, leave a comment on his or her individual concept board board. During the Design Time phase, you can leave comments directly on the style board by clicking on items and leaving comments. Our designers LOVE hearing your feedback, so don't be shy! Tell your designer exactly what you like, and if you're not a fan of something they put in a Style Board, just let them know.

How often can I reach out to my designer?

From the moment you launch your design project to when your final design package is delivered, you have complete access to your Laurel & Wolf designer. This is a collaborative process between you and your designer, so don't be afraid to leave feedback or ask your designer any questions you may have. You'll always have a Laurel & Wolf Client Support member on your team, too, so if you run into any issues or have a question along the way, just reach out to clientsupport@laurelandwolf.com.

Will I be able to communicate with my designer after handing off the final documents?

Yes, you will be able to communicate via the comment box on the "Final Design Package" page for up to 30 days after your Final Design Package is delivered. Have questions after the 30 days has passed? Send us a message at clientsupport@laurelandwolf.com.

I need more time! What do I do?

If you need to request an extension for your Design Time, please send a message to clientsupport@laurelandwolf.com with your project link. We are happy to give you some additional time!

How long will the final handoff of my Final Design Package take?

We give our designers 3 days for the creation and submission of all final design documents. If you do not receive your documents after 3 business days, please contact us at clientsupport@laurelandwolf.com with the name of your project and a note about the situation.

Can I ask for changes after I receive my final design package?

Any questions or comments you have about your final design can be left in the comments section of your Final Design Package page. Our designers want you to have the best experience possible and are willing to go the extra mile to make sure you love the design you receive, so if you have any problems or questions, feel free to ask them within 30 days of the delivery of your Final Design Package. Can't get ahold of your designer? Send us a message at clientsupport@laurelandwolf.com, and we'll help you out!

If a product becomes unavailable before I purchase it, what do I do?

Your designer can select new options for you if an item is discontinued or is no longer available for purchase within 30 days of receiving your shopping list. After that time, you can reach out to clientsupport@laurelandwolf.com, and our in-house design team can help you find a new option.

Can my designer recommend the amount of finishing materials needed for my space (i.e. tile, cabinetry, wallpaper, etc)?

Prior to our designers recommending and sourcing the finishing materials, we'll require that you have a professional (i.e. a contractor) measure your space and confirm the quantity needed for proper dimensions/coverage of any specified material.

Why should I use your shopping service?

First and foremost, we'll save you money! Our personal shopping assistants can get you the best currently available price from each vendor, and we'll make sure any free shipping offers are passed on to you.

Using our shopping service also saves you the hassle of having to purchase, enter your payment info and track the delivery of items from multiple vendors.

On a budget? Not ready to purchase your whole list? No worries. You can use our shopping service as many times as you like so that you can buy at your own pace.

How does your shopping service work?

It's easy! Just submit your order, pay your invoice and receive your items!

Submit Your Order: Choose the items that you want to purchase from your final shopping list and provide your delivery address.

Pay Your Invoice: After selecting the items you want to purchase, you will receive a complete invoice. Your invoice can be paid online with a credit card. Your invoice may include shipping and handling charges and/or sales tax charges where required by law.

Receive Your Items: Once you've paid your invoice, your personal shopping assistant will place your order, and send your shipping and tracking information. In no time you'll be setting up your space (and pouring some champagne to celebrate!).

If you have any questions, your Laurel & Wolf personal shopping team is here to help! You can contact us at clientsupport@laurelandwolf.com.

How does the shopping service save me money?

Each item on your invoice will include the best currently available retail price from each vendor. That means if an item is on sale at the time of invoicing, you'll be invoiced for the sale price. If you have a publicly available coupon or promo code, let us know. If your code is still valid at the time we attempt to enter it, we'll honor it to make sure you get the best available price. We also will make sure any free shipping offers are passed on to you.

What if an item is out of stock or no longer available?

If an item is out of stock or no longer available, your personal shopping assistant will work with you and your designer to find a suitable alternative. We'll adjust your order as needed for any replacement items.

When will my items arrive?

Because items are shipped directly from the vendors to you, shipping is based on the item availability and shipping practices of each vendor. We'll input all shipping and tracking information as it becomes available, and you can log into your Laurel & Wolf account to see the status of each item.

What is your refund policy?

Design is very personal, and your happiness is our top priority. That is why we provide the Laurel & Wolf Happiness Guarantee.

If you’re unhappy with the progress of your Classic or Premium package, you must contact us at clientsupport@laurelandwolf.com within three days of launching your project to be eligible for a refund.

If you’re unhappy with at least one concept board for your Signature or Signature Plus package, you must contact us at clientsupport@laurelandwolf.com prior to selecting a designer and within three days of receiving your third concept board to be eligible for a refund.

In order to process the refund for any of our design packages, we'll need to speak with you on the phone to hear feedback about your Laurel & Wolf experience.

I live outside the United States, can Laurel & Wolf design my space?

We can help you design your space, however, please keep in mind that all items sourced for you will come from retailers in the United States. Because of this, shipping costs may be higher than usual and any customs or foreign transaction fees associated with the purchases will be additional costs. Please reach out to clientsupport@laurelandwolf.com to learn more.

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