FAQ

Products

• Where does the name Character come from?
  Homes with ‘character’ are interesting, unique, and charming. They are expressive and often one of a kind! We want to help people add these types of personal touches to their spaces, bringing character to life.

More deeply, we love the idea that home is an expression — and even an extension — of self. In a way, by bringing our home dreams to life, big or small, we’re creating a version of ourselves but in our dwellings! We’re personifying our homes — creating a character that represents us.

• Where can I suggest an idea for a future Character Project Kit?
  We are hard at work developing more Project Kits. We’d love to hear what projects you are most excited about doing with Character. Send us a message through our Contact Us page, chat with our support team or send us an email at hwmarketing@homewerks.com.

Expert Support

• I purchased a Project Kit. Can I get help from Character’s Expert Support team?
  Stuck swapping out that faucet? Simply text (762)349-0349 (762-DIY-0DIY) to start chatting with our home improvement experts to get some help. They're available M-F 3-8p EST and Weekends from 12-5p EST.

• How do I access Expert Support?
  Anyone can start a conversation with Character’s home improvement experts by visiting the Expert Support page or clicking the chat in the bottom right hand corner of your screen. We look forward to helping you with your project!

• What are the hours for Expert Support?
  Our expert team is available via text every day from 3-8pm EST Monday through Friday and 12-5pm EST on weekends. Just text (762)349-0349 (762-DIY-0DIY) to start chatting. Many of our customers fill their weekends with DIY projects and our experts are ready to support them. If you contact us when our experts are offline, you can expect a response via email within 24 hours.

• I have a question but Expert Support isn’t available right now. What should I do?
  You can still contact our experts outside of our scheduled hours. Use the support button to submit your question and leave your email address. An expert will respond to your question as soon as they are back online.

• Is there anything that Expert Support can’t help me with?
  Our experts are ready to answer your questions related to use of our Faucet and Showerhead Installation Kits, and general plumbing questions. Of course, there are some things that our experts may recommend you not to do yourself. Part of being a great DiYer is knowing when to call in a pro for back-up.

Finally, our experts offer instructions and guidance for plumbing projects but safety is your responsibility. You should always use your best judgment and exercise caution where appropriate.

Partnerships & Press

• Who should I contact for press inquiries?
  For all press inquiries, please contact our team at hwmarketing@homewerks.com.

• I’m a manufacturer, service provider or retailer looking to partner with Character, who should I contact?
  We are always exploring potential new partnerships and we’d love to hear from you. Please contact our team at hwmarketing@homewerks.com.

• Does Character work with creators or influencers?
  We are always looking for ways to partner with people that share our vision of making the home improvement experience accessible, inclusive, and enjoyable. If interested in creating content for us, please send us a note at hwmarketing@homewerks.com.