Frequently Asked Questions

We accept Amex, Visa, Master Card, Wire Transfer, and Ben Soleimani, Inc. Gift Cards. If an order is placed online,you can also pay via ShopPay, Paypal or G Pay.

Place the item(s) in your cart and complete the shipping and billing forms. Press the Checkout Button and follow the steps to input your payment information. Alternatively, you can contact your sales representative. If you have any questions, please contact Customer Service at 323-486-3491.

Pre-order items can be processed in the same manner as above. Please be advised that your card will be charged in full upon placing your order. You can choose to cancel your non-custom order at any time before your pre-order item ships by contacting Customer Service at service@bensoleimani.com.

A custom order may be placed through a Design Consultant. Please contact one of our showrooms to receive a custom quote - West Coast Consultants: salesla@bensoleimani.com, East Coast Consultants: salesny@bensoleimani.com or callus at 323-486-3491.

The lead time for custom production orders vary. All delivery timelines provided are estimates. Please contact your Sales Representative or a Customer Service representative at 323-486-3491 for more information and updates regarding the status of your order.

Once a custom order has been submitted, there are no guarantees it can be modified. Please contact your Sales Representative or a Customer Service Representative at 323-486-3491 for further information.

A generous array of additional colors and custom fabrics are offered depending on the item. For more information, contact our Customer Service team at 323-486-3491. You can also see SWATCHES for more information.

Yes, we offer custom frame sizes. Please contact our Custom Studio or your Sales Representative for more information.

All quotes and draft orders are honored for 30 days from the date of receipt.

It is the client’s responsibility to ensure that all ship-to address information is accurate. Please double-check your shipping address prior to check-out completion. It may be possible to update the shipping address, but note that doing so may incur additional freight charges and transit delays.

Our goal is to provide accuracy in all prices, availability, delivery rates, and other information. All prices are in U.S. dollars and are subject to any applicable taxes according to state and local laws. We make every effort to display the most current and accurate product availability information, but availability, prices, and delivery rates are subject to change. There may be errors in the prices, descriptions, or images of certain merchandise, and we reserve the right to restrict orders of those items and correct any errors, inaccuracies, or omissions.

For purchases in the USA and Canada, the destination state, province, or territory will determine the sales tax applied to your order. BSI does not collect sales or use taxes in various states. You may have a tax obligation instates where BSI does not collect sales tax. Details of how to report these tax obligations may be found on the websites of the respective state taxing authorities.

To place an order offline, please contact Customer Service at 888- 216-4277.

We can accept the cancellation of your non-custom order for items that have not yet shipped. Once an item has shipped, cancellation is not possible.

For any questions regarding an existing order, please contact your Sales Representative or a Customer Service representative at 323-486-3491 for more information.

Order details cannot be changed once an order has been shipped. Should edit need to be made prior to shipment,please contact Customer Service or your Sales Representative immediately.

If you have not received a confirmation email, please contact your Sales Representative or a Customer Service representative at 323-486-3491.

Promotional codes and gift cards can be applied at checkout. If you are working with a Sales Representative, they will be able to assist you with this process. If you have forgotten to include a promotional code or gift in your already completed order, please contact your Sales Representative or a Customer Service representative at323-486-3491.

All offers and promotions including items marked as “On Sale” or “Final Sale” are for a limited time only and cannot be combined with other offers or promotions, applied to previous orders, or applied to designer trade accounts. Offers valid on in-stock items only. Shipping and handling will be calculated based on the pre-discounted merchandise total. Discounts apply to merchandise only, excluding Gift Cards, taxes, and shipping. Offers have no cash value, are not valid on prior purchases, and cannot be applied after the promotion period has ended. Bensoleimani.com reserves the right to modify or discontinue any offer at any time without notice.

No, we do not offer price matching.

All quotes and draft orders are honored for 30 days from the date of receipt.

Rugs that are 6’ x 9’, 8’ x 10’, and runners 2’10”x 10’ will be shipped via FedEx Ground.

Rugs that are 9’x12’ or larger must be delivered either by Threshold Delivery or via White Glove Delivery.Appointments are required for all Threshold and White Glove Deliveries. Inspection is required prior to signing for the delivery. No returns will be considered without proper inspection and documentation.

Small offerings (decor) ship via FedEx Ground and will be delivered Monday–Friday. Typical Ground delivery time is5–7 business days from the shipment date. For some shipments, a signature may be required.

Large items such as Sofas, Dining Tables, Coffee Tables, and Case goods, etc. must be delivered by either Threshold Delivery or via White Glove Delivery. Appointments are required for all Threshold and White Glove Deliveries.Inspection is required prior to signing for the delivery. No returns will be considered without proper inspection and documentation.

We ship via carriers that specialize in handling large items. Appointments are required for these delivered and made Monday-Friday. Delivery times are typically 3–5 weeks from the date that it leaves our warehouse.

Threshold Delivery will be delivered to the garage, porch, or the first dry area of your home/office. Delivery does not include the set-up or installation of any product. Threshold Delivery does not include assembly or removal of shipping materials or boxes.

White Glove Delivery Our most premium delivery option. This includes delivery, placement of product in the room of your choice, standard furniture assembly and the removal of all shipping materials and boxes. We do not offer the installation of lighting or the mounting of art or mirrors. Please refer to the How to Prepare for Delivery for additional information.

Special requirements such as narrow driveways/ hallways, multiple flights of stairs or unusual access points will require an additional service fee. Please inform Customer Service at 888-216-4277 prior to placing your White Glove Delivery order.

Please note: if you plan to make a return or exchange an item you must save your original packing materials to execute. We will not accept any returns without original packaging.

Prior to receiving your order:

• Ensure there is a clear path for our delivery specialists.
• Pre-measure and clear your space and access to your space to ensure that all furniture items will fit through any access points such as doorways, stairways, hallways, elevators and around corners into the desired location (this is required). Please refer to our product specifications for more information on product sizing.
• Please notify our Customer Service Representatives of any stairs outside or inside your home/office, which may impact delivery requirements and result in additional fees.
• Move or remove pieces that will interfere with your delivery such as rugs and large pieces of furniture. Our delivery partners will not move existing furniture.
• In the event an item cannot be delivered due to inaccessibility, the client is responsible for any re-delivery fees, extra delivery fees, or shipping cost, insurance, and restocking fees associated with the return of the item to Ben Soleimani, Inc. should that be necessary.

Our Customer Service Team or Local Delivery Partner will contact you to set up a delivery date for your order. A follow up call 24-48 hours prior to your delivery date will provide you with an estimated delivery window. If your availability changes prior to receiving your order, please inform a Customer Service Representative immediately to reschedule. A cancellation made within 24 hours of a scheduled final delivery will result in additional fees.

All items will be delivered together, unless certain items are delayed or back-ordered. At which time a member of our Customer Service team will reach out and give you the option to split ship your order. Additional fees may apply for split shipping.

Yes, Will Call pick up is available at our Los Angeles warehouse and can be arranged by your Sales Representative or via a Customer Service Representative for a $50 USD flat fee. You will be provided with a pick up delivery date and dock appointment window. Dock appointments are strictly enforced.

Please present your Order with the Confirmation number and a valid photo ID. If you are hiring a 3rd party service for pick up/delivery, please inform our Customer Service team of who will be arriving to collect your order. The warehouse will not release goods without proper documentation or advance notice of 3rd party Service arrival.

There are no vehicle size restrictions for pick up.

No, all Will Call pick ups take 48-72 hours to be pulled and processed. A pick up window will be allocated to allow for fluid dock traffic. Dock appointments are enforced.

No, we do not deliver or ship to receivers. Please organize a Will Call pick up from our Los Angeles facility.Contact your Sales Representative or a Customer Service representative at 323-486-3491 to arrange.

Yes, we currently ship to the following regions: Alberta, British Columbia, Manitoba, Ontario, and Quebec. Customers are responsible for ALL Broker/Custom Clearance Fees, Duties, and Taxes.

No, we are unable to ship to P.O. Boxes.

No, we are unable to split shipments between addresses.

Yes, this is possible. A custom shipping quote is required. Please contact your Sales Representative or a CustomerService representative at 323-486-3491 to receive a quote.

Yes, please contact your Sales Representative or a Customer Service representative at 323-486-3491 for more information.

To report a damaged item please contact Customer Service at 323-486-3491 with the following information:

• Notify us immediately if you notice any damage to your order
• Document the alleged damage with clear photographs.

For goods with a manufacturer’s defect (this does not include items damaged in transit or during delivery), at our discretion we will send a replacement via standard shipping, offer a blemish discount, or offer local repair reimbursement.

All refused orders are subject to return freight except in the case of visible package damage. Please mark on the Delivery Slip or the POD that the item was refused due to visible damage. Contact a Customer Service representative at 323-486-3491 for information on next steps.

Yes, we offer swatches for fabrics, rugs and many of our finishes. Due to the handmade nature of our fabrics and rugs, please be aware that dye lots may vary 10-15%.

If a swatch is available for a particular item, click the ‘Order Swatch’ link near the ‘Add to Cart’ button to order a fabric, leather, rug or finish swatch.

Once you have reviewed your swatch(es), you have 30 days from the date of receipt to return your swatches for a full refund. Please note that clients are responsible for return shipping.

We recommend ordering a swatch prior to purchase. Due to the handmade nature of our products, variations should be expected and the texture and color of our offerings may vary on your device than the actual swatch you receive.

We use natural, undyed materials whenever possible. We source the finest materials throughout the world and import them to the countries where our goods are produced.

No. Our rugs are always woven by hand by skilled artisans. Each rug is exquisitely crafted over a period of months.

When you receive your Ben Soleimani, Inc. rug, it may shed, which is common and acceptable for artisanal rugs. We try to mitigate shedding by using the longest fibers possible, but some initial shedding should be expected, which will subside. This is known as “fluff”. Fluff is created from excess fibers from the spinning process. This is not a sign of poor quality. We recommend vacuuming until the fluffing ceases. Please reference our Rug Care Section.

Due to the handmade nature of our product, variations in size should be expected within a few inches.

We work with GoodWeave, an organization that is dedicated to eliminating child labor, forced labor, and bonded labor practices to assure that the goods we make, without question, will always be produced with socially conscious labor.

Our rugs are designed with the finest natural fibers such as wool, silk, flax, and jute. Below are some suggestions for caring for your rug:

• To preserve the life of your rug, we recommend the use of a rug pad.
• Avoid direct exposure to sunlight.
• Rotate your rug every three months to avoid uneven fading and wear.
• For hard-to-remove stains, please send your rug out for professional cleaning.
• To store your rugs, roll the rug front side out and place into an airtight plastic bag, and place in a dry area. Consider the use of desiccants to control moisture.
• Viscose rugs should never be self-treated and require the services of professional cleaners.
• Never fold your Ben Soleimani, Inc. rug.
• Non-performance rugs are for indoor use only.

Our Performance Rugs are designed with the look and feel of a natural wool rug. We incorporate man-made yarns in the construction, which resist spills and moisture.

• To preserve the life of your performance rug, we recommend the use of a rug pad.
• Avoid standing water on your rug.
• Small spills should be removed immediately with a clean, dry cloth. Gently blot the stain, don’t rub, and repeat until the stain is removed.
• For larger and harder-to-remove stains, please seek professional cleaning as soon as possible. Ben Soleimani, Inc. is not responsible for services or cleaning by a third-party company.
• During extreme weather and winter months, store your rug. To store your rugs, roll the rug front side out and place into an airtight plastic bag, and place in a dry area. Consider the use of desiccants to control moisture.
• Never fold your Ben Soleimani, Inc. rug.

Ensure your vacuum is always on the lowest setting. Do not use a cleaner head with teeth, or a beater bar, as this will damage your rug. We recommend suction-only vacuums to lessen the possibility of damage to the fiber and fringe.

Fading is a natural occurrence to any item exposed to the sun. The best way to avoid uneven fading is to rotate the rug every three months, so the rug will wear evenly.

Sometimes individual strings may stick out of the pile. This happens most commonly during the first few weeks of use. These long, untamed fibers that appear above the surface of the rug are leftovers of the knot itself. These knots aren’t open or damaged, or an indication that your rug is flawed. This is simply a part of the process of hand woven rugs. Do not pull a string out of the pile, carefully trim with sharp scissors.

Below are some suggestions for how to keep your wood furniture in peak condition:

• Use of coasters recommended.
• Use placemats on dining tables and keep hot objects away from direct surface contact.
• Use thin soft felt pads under decor.
• The recommended humidity in the room is between 40% and 60%
• Do not drag objects across your furniture, place them down gently.
• Avoid using abrasive soaps, all-purpose household cleaners, and mixtures containing boiled linseed oil, turpentine, or white vinegars.
• The recommended humidity in the room is between 40% and 60%
• Avoid exposure to extreme temperature shifts. Don’t place your furniture near heating or air-conditioning sources.
• Our furniture - apart from teak - is given a protective finish during production, We, therefore, recommend that any spills are removed immediately.
• When cleaning the surface, always work in the direction of the wood grain.
• We recommend shielding your furniture from direct sunlight. Move objects placed on furniture from time to time to prevent color discrepancies.

Below are some suggestions for how to keep your upholstery in peak condition:

• Rotate cushions and pillows weekly to distribute wear.
• Avoid placing your furniture in direct sunlight. All fabric and leather will fade over time
• Vacuum upholstery weekly using the upholstery attachment and crevice tool of your vacuum to remove loose particles.
• It is not recommended to apply scented fabric fresheners, neutralizers, and fabric protectors.
• To prevent possible transferring of ink onto fabric, do not leave newspapers or other printed materials lying on upholstery. Dye from rinse denim clothing can potentially transfer as well.
• Take special care when spraying household chemicals and commercial products near upholstery.
• Professional cleaning is recommended. Address spills immediately, always blot—never rub—with a clean, absorbent white cloth. Blot from the outside to the middle of the affected area to prevent rings.
• In some cases, spot cleaning can cause a ring or fading. It is best to have the entire piece or cushion casing cleaned by a professional upholstery cleaning service to ensure uniform results.
• Never use strong chemical cleaning agents or detergents on your upholstery.
• We never recommend cleaning on your own. If you decide to proceed in cleaning on your own, always pretest cleaning agents in a small inconspicuous area.
• Pile fabrics may require brushing with a non-metallic, stiff bristle brush to restore appearance.
• Periodic cleaning by a professional upholstery cleaning service is the only recommended cleaning method for your upholstery, including the furniture base beneath slipcovers.
• Annual cleaning is suggested, but this may vary depending on use.

Below are some suggestions for how to keep your metal furniture in peak condition:

• Lightly dust with a soft microfiber cloth.
• Never use harsh abrasives or cleaning solutions. Dry thoroughly.
• Do not let water or cleaners sit on metal, wipe off immediately with a microfiber cloth.

Below are some suggestions for how to keep your leather in peak condition:

• Use a chamois or your fingers to gently buff minor surface scuffs or scratches.
• Avoid exposure to extreme temperature shifts by not placing your furniture near air-conditioning or heating sources.
• Avoid placing your furniture in direct sunlight.

Leather is a natural material. Slight variations in texture, color, or appearance from hide to hide may occur.Leather is particularly subject to variations in color and naturally occurring markings. In addition, no piece of furniture can be produced from a single hide. These characteristics make leather unique, adding to both the beauty and character of the leather and are not considered defects. Over time, leather will naturally develop a patina and a softer, more supple feel enhancing the comfort and character.

Our leathers are both pigment- and aniline-dyed for softness, beauty, and durability.

Aniline dyeing:

• The word aniline is a term for transparent dyes that are used to color hides. This process penetrates the leather, dyeing it with non-toxic transparent dyes, which allows the leather’s natural markings to remain visible. The markings and color shadings in aniline leather distinguish genuine leather from man-made materials like vinyl.

• After aniline dyeing, the outside surface of the leather is coated with a pigmented resin, and then a subsequent clear-coating for durability. These layers of pigment and wax are gently buffed to bring out subtle highlights and lowlights.

Below are some suggestions for how to keep your lighting products in peak condition:

• Lighting fixtures require only a light dusting.
• Use a soft microfiber cloth with gentle pressure.

Below are some suggestions for how to keep your concrete products in peak condition:

• Wipe spills and liquids immediately to avoid staining.
• Do not use commercial cleaners not intended for concrete.
• Be mindful of edges.
• Use a breathable cover to protect against elements when not in use.

Below are some suggestions for how to keep your outdoor furniture in peak condition:

• Wipe spills and liquids immediately to avoid staining.
• Use a breathable cover to protect against elements when not in use.
• Rotate cushions periodically.
• Use a mix of mild soap and water with a gentle cloth for any markings on the frame or outdoor upholstery.
• Teak Furniture needs to be oiled every 2-3 months to maintain its warm hue. Thoroughly clean with a mild diluted soap solution, let dry. Proceed with oil per the manufacturer’s directions.

Furniture assembly is available by selecting White Glove Delivery for your order. Our shipping specialists will deliver, assemble and remove the shipping packaging from your home/office.

No, we do not offer lighting installation. Please seek a local professional in your area for installation of our lighting products. Ben Soleimani, Inc., is not responsible for installation services by a third-party company.

No, we do not offer art & mirror installation. Please seek a local professional in your area for installation of our products. Ben Soleimani, Inc., is not responsible for installation services by a third-party company.

Contact a Customer Service representative at 323-486-3491 regarding all missing part requests. To expedite the process, please have your order number available to better assist you.

Yes, we offer a trade program for qualified design professionals. You can apply for a trade account here.

Yes, we work with commercial and hospitality clients. Please contact us for additional information at service@bensoleimani.com.

Yes, we can accommodate large scale projects. Please contact us for additional information at service@bensoleimani.com.

Yes. The material must be reviewed and approved by our Custom Studio where you can discuss yardage and repeat.

Please contact your sales representative at (888) 216-4277.

If you are dissatisfied with your purchase, Ben Soleimani, Inc. will be happy to process a return for you,contingent upon the following:

• The return request is made within 7 days of delivery.
• A Return Authorization (RA) is required for all returns. Please contact customer care to obtain a return authorization number. All shipping costs associated with returned merchandise are the responsibility of the customer.
• Ben Soleimani, Inc., will provide detailed shipping instructions for your return.
• Should you choose your own carrier to make a return, we suggest you ship with a carrier that provides tracking numbers and that you request insurance. You will be responsible for any damages incurred in transit back to Ben Soleimani, Inc.
• The return must be postmarked within 30 days of receiving the Return Authorization.
• All returned items will be inspected and must be unused in their original packaging and condition, complete with all tags, instructions, and inserts. Ben Soleimani, Inc. reserves the right to refuse returns or exchanges.
• Please note that return shipping times may be lengthy and your items must be inspected at our facility prior to the issuance of a refund. Please allow 15 business days after your order has been received at our warehouse for review.
• You will be refunded the full purchase price, including tax (in accordance with applicable laws), less round-trip shipping. A 20% restocking fee will apply for your return. Due to the fragile nature of concrete, a 50% restocking fee will be applied to all concrete items that are returned or exchanged for reasons other than a manufacturer’s defect or damage.
• Credit card orders will receive refunds in the form of a credit to your credit card. Refunds generally appear on your credit card statement in one to two billing cycles.
• Orders paid by check will receive refunds in the form of a check.
• Orders paid by gift card are refunded via gift card.
• Round-trip delivery and shipping fees are non-refundable.

No. Items that are marked “Final Sale”, “Non-Refundable” or “Sold As-Is” are not eligible for returns or exchanges

If you would like to exchange your Ben Soleimani, Inc. purchase, we will be happy to process an exchange for you contingent upon the following:

• The exchange request is made within 7 days of delivery.
• Items must be unused in their original packaging, in their original condition, complete with all tags, instructions, and inserts.
• If not in their original condition, Ben Soleimani, Inc., reserves the right to refuse the exchange. Please allow us 15 business days after your order has been received at our warehouse for inspection.
• If you qualify for an exchange, you may exchange the item for another item of equal or greater value, but no refund or credit will be issued for the difference.
• Round-trip -delivery and shipping fees are non-refundable.

If an order is canceled after the order has been shipped or processed, it will be treated as a returned order. More details can be found here.

No, we do not accept returns or exchanges on Custom orders.

No, we do not accept returns or exchanges on Antique rugs.

Scroll down to the bottom of our homepage to sign-up for the newsletter or click here.

Please contact Customer Service at (888) 216-4277 to be added to our catalog send out list.

There is a one-click ‘unsubscribe’ found at the bottom of our emails.

Please contact Customer Service at (888) 216-4277 to be removed from our mailing list.

• Ben Soleimani, Inc. Gift Cards may only be redeemed toward the purchase of eligible Ben Soleimani, Inc.merchandise, either online, at our showrooms or by phone at (888) 216-4277.
• Your Ben Soleimani, Inc. Gift Card cannot be applied to previous purchases or used to purchase other Gift Cards.
• Ben Soleimani, Inc. Gift Cards cannot be returned, refunded, reloaded, resold, transferred for value or redeemed for cash, except to the extent required by law.
• For balance inquiry, call us at (888) 216-4277 or contact a sales associate.
• The risk of loss and title for Ben Soleimani, Inc.Gift Cards passes to the purchaser upon our electronic transmission of the Gift Card to the purchaser or designated recipient, or our delivery to the carrier,whichever is applicable. We are not responsible for lost, stolen, or destroyed Gift Cards, or Gift Cards not purchased directly from Ben Soleimani, Inc.. A lost or stolen Gift Card cannot be replaced without presentation of an original receipt and will only be replaced in the amount of the value shown in our records at the time of the request.
• We reserve the right to void Gift Cards, close customer accounts, and bill alternative forms of payment if we suspect that a Gift Card is obtained or used fraudulently, unlawfully, or otherwise in violation of these terms and conditions.
• Purchase, acceptance, or use of Gift Cards constitutes acceptance of these terms and conditions. We reserve the right to change these terms and conditions at any time.
• No sales tax is collected on the purchase of Gift Cards. However, purchases paid for with Gift Cards are subject to sales tax in accordance with applicable laws.