Support / Help CentreFAQ
Help & contact.
Every order placed through Ludwig is fulfilled by an authorized vendor partner — but you only ever speak to us. One inbox, one point of contact, from tracking to warranty claims.
Shipping & tracking
Delivery options, timelines, and where your order is right now.
- Shipping options and cost are set by the vendor fulfilling your order and are shown before checkout — standard curbside, threshold, or white-glove where offered.
- Tracking is emailed as soon as the vendor releases the shipment. You can also ask Ludwig for a status update at any time.
- Lead times vary by item. Made-to-order and upholstered pieces typically take longer than in-stock accessories.
- Item never arrived? Tell us within 7 days of the last tracking update and we open a lost-in-transit claim with the carrier and vendor.
Problem with an order
Damage, defects, missing parts, wrong item, or a cancellation.
- Damaged in transit: photograph the packaging and the item before unwrapping further and send the photos to us within 48 hours of delivery.
- Manufacturer defect: covered under the vendor's warranty for the period stated at checkout. We file the claim on your behalf.
- Missing parts or wrong item: send your order number and a photo — we arrange the replacement part or a corrected shipment.
- Cancellations: we can request a cancellation with the vendor before the item ships. Custom and made-to-order items may not be cancellable once production starts.
Returns & refunds
Windows, restocking fees, and how a refund is issued.
- Where the vendor accepts non-defect returns, the return window and any restocking or return-freight fee displayed at checkout applies.
- Custom-made, made-to-order, clearance, and final-sale items are not returnable.
- Refunds are issued to the original payment method once the vendor confirms receipt and inspection of the returned item.
- You never have to contact the vendor yourself — we open, coordinate, and follow the claim through to resolution.
Billing & payments
Charges, taxes, and fees explained.
- Prices shown include the vendor product price plus applicable Fulhaus service fees. Taxes, shipping, and surcharges are calculated and disclosed at checkout.
- Payment is handled by our payment processor. Fulhaus does not store full card numbers.
- Ludwig itself can be used free, pay-as-you-go, or on the $99 Pro plan — see pricing for what each tier includes.
Account & security
Login, notifications, and your data.
- Update your email, password, and notification settings from your account page.
- Ludwig SMS and voice messages are opt-in. Reply STOP to any message to opt out.
- You own every render, transcript, and mood board you create, and can export or delete them at any time.
Assembly, installation & product care
Getting it in the room and keeping it looking new.
- Assembly requirements are listed on each product page. White-glove delivery, where offered by the vendor, includes room-of-choice placement and assembly.
- Anything that moves water, gas, or electricity — plumbing, appliance hookups, wiring — belongs with a licensed trade.
- Follow the manufacturer's care instructions shipped with the item; using the wrong cleaner can void a fabric or finish warranty.