Returns & Refunds

Most returns are not about the piece itself. A bracket that seated at an angle. A size that reads differently in the room than it did on screen. A cat that needs a week to decide the tree is theirs.

All of these are fixable, and none require shipping furniture back.

Start with the return form. Tell us what happened and we will send the assembly guide for your piece, or replace any part free of charge.

Requests must be submitted within 14 days of delivery. After day 14 we cannot accept a return.

Condition required

• Unused, with all tags attached
• In the original packaging, including internal protective materials
• Complete, with all hardware and components
• Free of pet use, wear, hair, odor, or damage

Not eligible

• Custom orders — custom colors, dimensions, or engraving — unless they arrive damaged or defective
• Grooming and wash products once opened
• Gift cards
• Any piece showing signs of pet use

Our pieces are made in small runs from solid hardwood and quarried stone. Every returned piece is inspected and repacked by hand, and most cannot be sold again as new.

A 20% restocking fee applies to returns made for reasons of preference, deducted from your refund.

If anything is wrong on our side, you pay nothing. The fee applies only when the piece is exactly as described and you have simply changed your mind.

Submit the return form within 48 hours of delivery with photographs of the issue. The form asks for them directly.

What we need to see

• The damage itself, clearly, in good light
• The outer shipping carton, including any crushing, tears, or punctures
• The packing materials as they arrived in the box

Transit damage almost always leaves a mark on the carton, so these three together let us file the carrier claim and resolve you the same day. Without them we cannot process a damage claim.

How we resolve it

Where a replacement part restores the piece, we send the part at our cost. Where it does not, we replace the piece or refund it in full, including return shipping. No restocking fee, no deductions.

What this covers

• Manufacturing defects in materials or workmanship
• Damage sustained in transit
• Missing components or hardware
• A piece that does not match your order

• Complete the return form within 14 days of delivery
• Tell us what happened — we may be able to resolve it without a return
• If a return is right, we issue an authorization and a shipping label within one business day
• Repack the piece in its original packaging and send it with the label provided
• We inspect on arrival and issue your refund within 5–7 business days to the original payment method

Returns sent without an authorization cannot be processed or refunded.

Return shipping. For damaged, defective, or incorrect items, we provide a prepaid label and cover the cost. For preference returns, we provide the label and deduct its cost from your refund alongside the restocking fee.

Original shipping. Original shipping charges are non-refundable, except where the fault is ours.

Exchanges and store credit. No restocking fee applies to either. If you are deciding between two pieces or unsure about sizing, write to us before ordering and we will advise.