FAQ's

Frequently Asked Questions

HOW ARE WE ADAPTING TO COVID-19 SAFETY RULES?

We are OPEN!
THU-FRI-SAT: 1 to 6
 

Please wear a mask!
See you soon!

THANK YOU for doing your part to make our reopening easy and enjoyable to all!

Hello All!
We are so excited to welcome you back INSIDE Domus!

Please keep an eye on our hours as we will be expanding them as needed.

Alas, because the Covid-19 crisis is not over, we have to have certain rules:

-Masks are mandatory at all times inside the store
-A social distance of 6’ must be maintained inside the store and in line waiting to come in.
-We will have hand-sanitizer for you
-Rubber gloves are recommended 
-Only two people will be allowed in the store at any one time.
-If more than one person belongs to the same family, we will allow 2 people of the same finally to come in, ONLY if those members agree to stay physically close to each other at all times in the store in order to allow one other shopper in the store at the same time.

We would respectfully also ask you to:

-wait in line and at the door to be allowed in, in case other shoppers are inside 
-shop purposefully and not linger to give other shoppers a chance to come in
-shop thoughtfully and touch only items you are interested in, to avoid cross-contamination
-if you just would like to say “Hello” please wave at the door. We would love to see you!

We are still helping people shop remotely, if you do not find what you would like on our website, by sending you pictures or facetime! We are more than happy to accommodate!

New items are added to our website daily.  Let us know what you would like to see on the website!
Daily posts are also posted on instagram showcasing our favorite items.  @domusnyc 

We are working on the best way to give you the personal service you have come to expect from us.  Stay tuned as we adapt to this rapidly changing situation.

Thank you for working with us and stay safe!

Luisa and Nicki 

The product I want is out of stock. When will it be available again?
A lot of our products are handmade and often one-of-a-kind, which means we do not stock large quantities, though we do our best to re-stock most items in a timely manner. If you have a special request or question about the availability of any of our products, please don’t hesitate to contact us. If we cannot provide you with the item that you’re looking for, we will be happy to assist you in finding a similar item or a different product that will suit your needs.
Can I be notified when a product comes back in stock?
Yes! If we are re-ordering a product we are always happy to let you know when it has arrived! If it is an item we do not carry regularly or you need a larger quantity of something it becomes a special order and we ask that it is paid for in advance after confirmation of availability. We are in the store to take any request from 12am to 8pm, Tuesday through Saturday, and from 12pm to 6pm on Sundays EST. Please check the website for our summer and holiday hours. You can reach us at 212-581-8099. You’re welcome to email us any time at order@domusnewyork.com
What if I have a question about a product?
Give us a call! We’re always happy to answer any questions you might have. We work closely with many artisans and will be happy to give you more details. We are in the store to answer your calls from 12am to 8pm, Tuesday through Saturday, and from 12pm to 6pm on Sundays EST. Please check the website for our summer and holiday hours. You can reach us at 212-581-8099. You’re welcome to email us any time at order@domusnewyork.com
Are all of the products that you carry in your NYC store listed on your online store?
The online collection features just a cross section of the variety of items in our NYC store. If you have visited our store or seen something on facebook or instagram that we don’t offer online, please contact us. We’re happy to take your order over the phone.
Will you carry my product in your store?
We’re always looking for beautiful new items for our store! If you have a product that you think would be a great fit for DOMUS, please email order@domusnewyork.com
What payment methods do you accept?
We accept PayPal online and Debit, Visa, Mastercard, and American Express in our NYC shop.
Do I have to pay sales tax on my purchase?
You will only be charged sales tax if your items are being shipped to an address in New York State, or if you are picking up your items in our shop.
Can I place my order over the phone?

Of course! We will be happy to take your call Tuesday through Saturday from 12am to 8pm, and Sunday from 12pm to 6pm EST. (We are closed on Sundays and Mondays in July and August. Please check the website for our summer and holiday hours.)
Call us at 212-581-8099.

Can I change or cancel my order?
Generally, we can change or cancel an order if it has not shipped. If you need to change or cancel your order please call us immediately! Tuesday through Saturday from 12am to 8pm, and Sunday from 12pm to 6pm EST. Call us at 212-581-8099. If your order has already shipped, our standard return policies apply.
Can you gift wrap my order?

Absolutely! We offer complimentary gift wrapping with a hand-written store card. Simply check the “gift wrap” box at the bottom of the cart page and leave your message for the recipient in the message box.

The product I want is out of stock. When will it be available again?
A lot of our products are handmade and often one-of-a-kind, which means we do not stock large quantities, though we do our best to re-stock most items in a timely manner. If you have a special request or question about the availability of any of our products, please don’t hesitate to contact us. If we cannot provide you with the item that you’re looking for, we will be happy to assist you in finding a similar item or a different product that will suit your needs.
Can I be notified when a product comes back in stock?
Yes! If we are re-ordering a product we are always happy to let you know when it has arrived! If it is an item we do not carry regularly or you need a larger quantity of something it becomes a special order and we ask that it is paid for in advance after confirmation of availability. We are in the store to take any request from 12am to 8pm, Tuesday through Saturday, and from 12pm to 6pm on Sundays EST. Please check the website for our summer and holiday hours. You can reach us at 212-581-8099. You’re welcome to email us any time at order@domusnewyork.com
What if I have a question about a product?
Give us a call! We’re always happy to answer any questions you might have. We work closely with many artisans and will be happy to give you more details. We are in the store to answer your calls from 12am to 8pm, Tuesday through Saturday, and from 12pm to 6pm on Sundays EST. Please check the website for our summer and holiday hours. You can reach us at 212-581-8099. You’re welcome to email us any time at order@domusnewyork.com
Are all of the products that you carry in your NYC store listed on your online store?
The online collection features just a cross section of the variety of items in our NYC store. If you have visited our store or seen something on facebook or instagram that we don’t offer online, please contact us. We’re happy to take your order over the phone.
Will you carry my product in your store?
We’re always looking for beautiful new items for our store! If you have a product that you think would be a great fit for DOMUS, please email order@domusnewyork.com
What payment methods do you accept?
We accept PayPal online and Debit, Visa, Mastercard, and American Express in our NYC shop.
Do I have to pay sales tax on my purchase?
You will only be charged sales tax if your items are being shipped to an address in New York State, or if you are picking up your items in our shop.
Can I place my order over the phone?

Of course! We will be happy to take your call Tuesday through Saturday from 12am to 8pm, and Sunday from 12pm to 6pm EST. (We are closed on Sundays and Mondays in July and August. Please check the website for our summer and holiday hours.)
Call us at 212-581-8099.

Can I change or cancel my order?
Generally, we can change or cancel an order if it has not shipped. If you need to change or cancel your order please call us immediately! Tuesday through Saturday from 12am to 8pm, and Sunday from 12pm to 6pm EST. Call us at 212-581-8099. If your order has already shipped, our standard return policies apply.

Shipping

What shipping service do you use?

We ship our items via Fedex. Gift cards are shipped via USPS and are shipped for free.

What is the cost of shipping?

The cost of shipping is determined during checkout by our Fedex calculator. Expedited shipping is available for an extra charge, which is also determined by Fedex.

Do you deliver?

Yes! We are happy to deliver in the evening after we close Domus. It’s usually around 9:30pm, but do double check as our hours can change. We deliver for free in Manhattan for purchases over $100.

Why don’t you deliver to Brooklyn or Queens etc?

We do not use a delivery service, but make the deliveries ourselves so we can offer this service to you for free. And we still need to make sure we get home in time to feed our kitties… 🙂

Can I pick up my items in your NYC store?

Of course! Just choose in-store pickup as your shipping option during checkout. In-store pickup orders are generally ready for pick up within a couple of hours after the order has been placed. If you’re pressed for time please call us to let us know your needs!

When will my order ship?

Most of the time orders ship within 2 business days of your purchase. We ship out orders Tuesday through Friday.

How do I know if my order has shipped?

Once your order has shipped, we’ll send you an email that includes your tracking number. You can track your shipment at fedex.com.

Where will my order ship from?

All of our orders ship from our store in NYC.

Where do you ship?

We are currently shipping within the Continental United States only.

What do I do if my order is broken, defective, or lost?

We take special care to ensure that your order is packaged securely and protected well. If your purchase arrives damaged or defective, please save the package and ALL its contents and contact us within 3 business days and we will set up a return of the damaged item and arrange for a replacement.

What if I think my package may be lost or stolen?

Rarely packages do go missing, but we always include insurance on all merchandise shipped. Please track your package with the tracking number provided. If your package is missing please make sure to check all entrances of your home as sometimes the delivery person leaves them at a door that is not used much. If you still cannot find your package call us immediately and we will help you file a claim with FEDEX who will reimburse the full amount including shipping.

Return Policy

If you are not satisfied with your online purchase please call us right away, you may return or exchange the item within 14 days of receipt for a full refund in the original form of payment, excluding the initial shipping cost. All items must be in unused, original condition. Returns postmarked after 14 days of receipt of merchandise will not be accepted. Additional shipping costs may apply to an exchange order. Special orders, sale items, and perishable goods cannot be returned. In the event of a sale, we do not offer price adjustments on previously purchased items.

When preparing your package for return, please provide us with the original invoice or receipt, the items being returned, and if you’d like a return or exchange. As we always do our best to provide high quality service and products, please provide a little information about why you’re choosing not to keep the item so we can learn how to do better next time. Please ship the package to:

DOMUS
413 w 44th st
NY, NY 10036
212-581-8099

Once we receive your items, we will send you an email notification. If everything is in its original condition, we will then process your exchange or refund. We do not refund original shipping costs. Your return will be processed within 7-10 business days. We retain the right to deny any return or exchange if it does not meet our return policy requirements. If you have any questions about making a return, please contact us at: order@domusnewyork.com

Contact Us

Still have questions? We’ve got answers! We’re available to answer questions by phone during business hours:

212-581-8099
Tuesday – Saturday: 12pm – 8pm

We have extended hours and are open everyday in December.

Email us anytime at order@domusnewyork.com