Returns and Exchanges
We do our best to make sure your order arrives promptly and in good condition. Reality dictates that, occasionally, damages can unfortunately occur during transit while in the care of a third party. If your order arrives damaged, please contact us within 24 hours to avoid any unnecessary complexity dealing with delivery insurance and return freight and to ensure that returns can be processed at no cost to you. If the packaging is damaged on arrival, please note that when signing for delivery. If no mention is made of external damage, we cannot be responsible for any product damage and will not accept a return or issue a refund.
If the contents of your order are damaged, please do not discard any of the original packaging. Take photos of any visible damage and email them to firstname.lastname@example.org along with any details pertaining to the delivery.
We reserve the right to refuse or issue a refund or replacement in the event that the item is found to have suffered damage after delivery or has been misused or used other than in accordance with product instructions.
Returns & Cancellations
Our return policy varies depending on the item purchased. For all returns, please ensure that you have kept all receipts and original packaging. Returns may be subject to inspection before your refund can be issued.
All quick-ship items may be returned up to two weeks from the date they have either left our warehouse or been picked up from our store. A 20% restocking fee applies to items returned within this period. We ask for this fee because once the item is returned, we own it and we won't be able to re-sell it for full price – we'll sell it at a discount as a floor model, open box deal or warehouse find.
Quick-ship items may be cancelled without penalty if they have not yet left the warehouse.
Small accessories may returned in-store only in like-new condition within one week of the date of purchase.
Made-to-order items may not be returned, and are unable to be cancelled or refunded after 3 days from the date of purchase.
Floor models and warehouse sale items – or other items as specifically indicated – are final sale and may not be returned or cancelled.
The customer is responsible for knowing that all elevators, stairwells, corridors and doorways of their residence will permit normal delivery. We are not responsible for furniture that does not fit and a restocking fee, as specified above, will apply if the item must be returned.
We endeavour to provide accurate lead-time information. There may be occasional discrepancies between items available in inventory and the appearance of these items on our website as available. We confirm acceptance of all lead times before capturing any funds from your authorized payment. If you would like to cancel your order as a result of an unexpected delay, your order may be cancelled without penalty.
For made-to-order items, our standard production lead time is 12-14 weeks from the order date. Orders may not be cancelled nor deposits refunded due to delivery outside normal production schedules.
Colour, grain variations and veining are natural characteristics of steel, wood, leather and fabric and will vary from piece to piece. These natural qualities of your furniture may therefore vary from the specific representations you see on this website.