Refund policy

We want you to feel confident in your purchase. Buying furniture online is a big decision, so we keep our policies clear. If something arrives damaged, incorrect, or not as expected, we’ll work with you to resolve it promptly.

Quick Summary

  • Returns: Eligible items may be returned within 14 days of delivery (unused + in original packaging)

  • Damages/Defects: Report within 48 hours for fast resolution

  • Cancellations: Full refund if cancelled before your order is booked to ship

  • Refunds: Issued after the return is received and inspected

Important note: Once an order is booked to ship, we may not be able to stop or intercept it. Requests after that are handled as a return, and shipping/reroute fees may apply.

Returns (Eligibility)

You may request a return within 14 days of delivery for most items, provided that:

  • The item is unused and in like-new condition

  • All original parts, hardware, and inserts are included

  • The item is returned in original packaging (box + protective materials)

Please keep all packaging until you’re sure you’re keeping the item.

How to Start a Return

To start a return, contact us at [email protected] or call 212-777-7716 with:

  • Your order number

  • The item(s) you’d like to return

  • The reason for the return

We’ll reply with next steps and, if applicable, return instructions or pickup scheduling for freight items.

Returns sent without authorization may be refused.

Return Shipping & Fees

Because furniture shipping can be significant, return shipping is handled as follows:

  • Small parcel returns (UPS/FedEx): Return shipping costs may be paid by the customer or deducted from the refund (depending on the item and return reason).

  • Freight / oversized items: Return freight and pickup costs may apply and may be deducted from the refund. A restocking fee will apply for freight/oversized returns (up to 20%) to cover handling and carrier charges.

  • Additional Service: Delivery upgrades and service fees (including White Glove) are non-refundable once performed, unless due to an error on our part.

  • Free / Promotional Shipping & Delivery: If your order qualified for free or discounted shipping and/or a free delivery upgrade (including White Glove), those charges are not refundable. For change-of-mind returns (not due to damage/defect or our error), our actual outbound shipping cost and any performed delivery service costs may be deducted from your refund, in addition to any applicable return shipping and restocking fees.

If fees apply, we’ll always share the estimated costs before you confirm the return. You can also reach out before placing your order and we’ll provide an estimate based on your location and the item(s). We aim to keep the process fair and reasonable, and we’ll work with you to find the best solution whenever possible.

Original shipping charges are non-refundable (including free-shipping promotions), unless due to damage/defect or an error on our part.

Refunds

Once your return is received and inspected:

  • Approved refunds are issued to the original payment method

  • Refunds are typically processed within 5–10 business days after inspection (your bank/payment provider may take additional time to post the credit)

If a returned item shows signs of use, damage, missing parts, or inadequate packaging, we may:

  • issue a partial refund, or

  • return the item to you (at your expense)

Store Credit Option (when available): If your return would be subject to a restocking fee (up to 20%), ask us about a store credit alternative. We may be able to offer store credit worth more than your cash refund after the restocking fee.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, we’ll make it right.

  • Report issues within 48 hours of delivery

  • Email [email protected] or call 212-777-7716 with your order number

  • We will require:

    • Photos of the issue

    • Photos of the packaging and shipping label (for carrier claims)

Depending on the situation, we may offer replacement parts, repair support, a replacement, or a refund.

Important: For freight deliveries, please inspect the outer packaging before signing and note visible box damage on the delivery receipt when possible.

Cancellations & Order Changes

We move quickly to process orders.

  • Cancellations/changes are free before shipment whenever possible.

  • Once an order is booked to ship (or tendered to the carrier), it may not be cancellable.

  • If a delivery is refused after shipment, it will be treated as a return and may be subject to return shipping and restocking fees.

Non-Returnable Items

The following are typically not eligible for return (except in cases of damage/defect):

  • Items marked “non-returnable” on the product page

Quick Tips to Avoid Headaches

A few simple checks can prevent delays and expensive return shipping, especially for large items:

  • Measure first: Confirm doorway, hallway, stairwell, and elevator clearance using the product dimensions.

  • Double-check quantities: If ordering multiples (especially chairs), confirm the count you need and spacing around your table/room.

  • Ordering a set? Consider a “1-piece check”: If you’re unsure about comfort, scale, or finish, contact us—we can often help arrange shipping one item first before sending the full quantity.

  • Plan for freight: Freight deliveries are scheduled—make sure someone is available to receive and inspect.

  • Keep packaging: Original packaging makes returns and damage resolutions much smoother. If your delivery includes White Glove service, please ask the team to leave all packaging materials in case you need a return or exchange.

  • Inspect quickly: Report issues within 48 hours and include photos of the item + packaging so we can resolve it fast.

Need Help?

We’re here to help you choose confidently and support you after delivery.

Email: [email protected]
Phone: 212-777-7716
Hours: Mon–Fri 9–5 EST