Frequently Asked Questions

Frequently Asked Questions

Lead Time & Delivery Updates

As of October 1, 2021:

This year, supply chain challenges have impacted furniture makers' ability to produce pieces in lockstep with rising demand. Every Maiden Home piece is made by American artisans, with primarily domestically-sourced raw materials. While our partners were also impacted by material shortages this year, our close relationships with them have enabled us to deliver competitive lead times and the best-in-class standard for customer experience we hold ourselves to as a brand.  

We pride ourselves on transparency and strive to provide you with accurate lead time information throughout your Maiden Home experience. As we enter a busy holiday season, here are a few things to know about our lead times:

  • The lead time estimate on each product page is reviewed and updated weekly with our latest knowledge of our partners’ capacity and access to raw material supply, as well as any planned holiday closures.
  • Labor shortages continue to impact shipping networks, which may result in longer shipping times to certain areas. As of today, the states that are most impacted by extended transit times are: Ohio, Colorado, Michigan, Utah, Oregon, and Washington, as well as areas further from major metropolitan areas. If you live in one of these areas, it may take up to 2-3 additional weeks for your piece to reach you. However, we will make effort to ensure this is not the case. 
  • This holiday season promises to hit new records for volume of furniture deliveries. As such, our white glove delivery partners may have more limited availability for in-home scheduling. We appreciate your patience and flexibility if this is the case for your order.
  • COVID-19 persists in many areas of the country, and this risk is not factored into our lead time estimates. If an outbreak were to impact our workrooms or shipping partners, this may result in delays to your lead time.

Given these unknowns, we unfortunately cannot guarantee delivery in time for the Thanksgiving or Christmas holidays this year. However, as part of our commitment to transparency, we promise to keep you informed about the status of your order and any updates to its timeline.

We appreciate your patience as we make every effort to deliver your pieces as quickly as possible this season. If you have any questions, please reach out to us. We are working hard to deliver each piece as quickly as possible, and always appreciate your support of Maiden Home and our artisan partners.

About Our Furniture

Where is your furniture produced?

Our pieces are produced by the top custom upholstery and wood artisans in the North Carolina region (North Carolina and Virginia). This area is known to be the world's premier source for high-quality furniture, thanks to strong traditions of craftsmanship that have been passed down through generations. Every one of our partners brings decades of expertise to the furniture making process.

How do you ensure a quality product?

We spent more than a year working closely with our partners to develop our furniture from the inside out–we've been a part of selecting every ingredient in our pieces, from frames to cushions to fabrics. We can say with confidence that our pieces are made at the quality standards we would want in our own homes, and we back this up with an industry-leading warranty.

When your piece is completed, it goes through a rigorous inspection process to guarantee precise workmanship. Every piece isn't shipped until it's perfect.

How does Maiden Home differ from other North Carolina furniture makers?

While pieces of comparable quality can be found with other North Carolina-based furniture makers, we are proud to offer our heritage quality pieces to the online customer in a way that has never been done before. That is what really sets Maiden Home apart–we will always be offering the best possible value to our customers by eliminating all additional costs (showrooms, salesperson, catalogs, etc.) and shipping directly to our customers through our online model. Along with eliminating the costs you would incur at a local furniture store or big box retailer, we offer additional value through complimentary shipping and white glove delivery, as well as the added comfort of our return policy.

Additionally, Maiden Home never offers any type of sale or seasonal promotion. This means that we are focusing on the best possible value every day of the year, so you can be sure that you are getting the best price when shopping with us. We feel that this is a more modern way to purchase heritage quality furniture, and it is a more transparent experience than what you would find elsewhere.

What should I know about buying custom furniture?

Each of our pieces is individually handcrafted, with all elements from wood finishes to upholstery details hand-done by our skilled craftsmen. This process results in natural variations from piece to piece, which are expected and contribute to the unique beauty of our furniture. Here are the types of variations you can expect to see in handcrafted, custom furniture:

  • Fabric dyelots may vary: Slight differences in texture, color or appearance among fabrics (and leathers) may be found, for example between swatches and furniture pieces.
  • Wood finishes may vary: Our finishes are applied by hand to exposed legs and bases made from 100% hardwood. Slight color variations are expected between swatches and furniture pieces, as well as between furniture pieces in the same finish, due to the natural wood grains.
  • Natural hides may vary (leather and cowhide): inherent variations in the hide's natural texture, coloring, and hair length make each hide unique and your piece one-of-a-kind.
  • Size tolerances are expected: All pieces will be made within a tolerance of 1" of specified dimensions.

We work with our partners to ensure each piece falls within our approved variance range, and this is verified before shipment through our inspection process.

Are your sofas comfortable?

Style and comfort are both critical requirements in our book, and we specifically created every Maiden Home sofa to satisfy both. Every sofa went through rigorous comfort testing with real users, of all shapes and sizes, at our headquarters here in NYC–so we're confident we've created styles that most people will find exceptionally comfortable.

We're so confident you'll love your sofa that we offer a return policy unheard of in custom furniture–you have 30 days to test out your piece; if you aren't completely satisfied, we'll pick it up and offer a refund, minus 10% of your purchase price.

Want to learn more about the comfort profile of each style? Find which is right for you by following this link.  

Is your furniture made using toxic chemicals?

We are proud to build our furniture without flame retardants, formaldehyde, or other harmful chemicals. 

Our cushion cores are made with renewable, soy-based foam and have been certified by the CertiPUR-US® program to be free of:

  • Ozone depleters
  • PBDEs, TDCPP, or TCEP flame retardants
  • Mercury, lead, and other heavy metals
  • Formaldehyde
  • Phthalates regulated by the Consumer Product Safety Commission

All of our fabrics are made without flame retardants or anti-fungal additives. Our Performance fabrics are free of PFOS and PFOA. Additionally, our Performance fabrics featuring Crypton® Home and Sunbrella include completely non-toxic, GREENGUARD Gold certified treatments for stain resistance.

Lastly, we meet or exceed all national or state-level product safety standards, including CA TB 117-2013. 

Do you follow green manufacturing practices?

We source sustainable materials wherever possible for our furniture. These include:

  • Our wood pieces and frames are made of responsibly sourced hardwoods meeting the standards of the Sustainable Forestry Initiative
  • Springs made of recycled steel
  • Cushion cores made with renewable, soy-based foam which partially replaces petroleum based ingredients
  • Water-based, low-VOC glues and stains used whenever possible

Our partners are committed to eco-friendly manufacturing practices, including the use of CNC routers to maximize wood yield, and recycling within all facilities.

How do I maintain my furniture?

We've compiled a helpful list of tips to keep your piece looking its best for years to come. For detailed care instructions on our pieces, please refer to our Care Guide

For upholstered furniture: 

  • Vacuum monthly to remove dirt, dust, and pet hair as these can cause fabric to wear faster.
  • For pieces designed with removable, fully upholstered cushions, we recommend flipping and rotating each cushion twice monthly for even wear. When flipping, give them a good shake-down (beat them together from either end) to move fibers and feathers around and ensure even distribution.
  • Avoid contact with items that may transfer color (newspaper, brand-new jeans).  

For wood furniture: 

  • To clean wood pieces, wipe the surface with a dampened cloth using a non-wax polish or mild detergent solution. Avoid the use of ammonia based products or silicone oils as they may cause damage if used over a long period of time.
  • Avoid excessive prolonged exposure to direct sunlight, high temperatures, and high humidity as these environments can cause damage to both the wood and wood finish. 
  • To extend the life of your natural wood piece, we recommend to always use a beverage coaster; otherwise, enjoy the added character and aging process that happens over time.

Are all cushions fully upholstered?

Our fabric upholstered styles, with the exception of The Muir Sofa, are designed with cushions that are fully upholstered, which means they can be flipped for easy maintenance. This is just one of the many hallmarks of our quality. Note, chaise cushions are fully upholstered but cannot be flipped due to their shape.

Cushions upholstered in leather are not fully upholstered by design. Each leather cushion is lined with a denim fabric on its underside; the denim allows for proper air flow in and out of the cushion with use. The denim also features a velcro application which ensures leather cushions remain in place on your sofa. Note, due to this velcro application leather pieces are not made with elastic tie-downs.

What are the elastic ties that connect your sofa seat cushions to frame?

We've designed hidden elastic ties that secure the seat cushions of our sofas in place, so that they don't shift underneath you with use. The elastic ties are clipped to the frame on both sides of each seat cushion.

Which pieces come with cushion tie-downs?

All of our 75-100" fabric sofas, apart from The Dune and The Muir Collections, will feature cushion tie-downs on either side of the seat cushion. Loveseats smaller than 70" wide and all sectionals, apart from The Sullivan Collection, do not feature cushion tie-downs as the smaller scale of the seat cushions allows for the same stability without a need for additional support. Chaise cushions do not feature tie-downs.

What can I expect with a down sofa?

Down and feather cushioning offers an incredibly luxurious feel which is a hallmark of our Dune, Sullivan, and Jones Collections. Down and feather fill will naturally settle over time, and require fluffing to maintain its shape. All Maiden Home back cushions, including those filled with down and feather, are sewn with horizontal channels–this special treatment reduces the maintenance required to keep down and feather cushions looking lofted and fresh.

Each Maiden Home cushion is also lined with downproof ticking, a material that prevents excessive feather migration (out of the cushion). We have selected the highest quality downproof material that allows us to lessen migration, while ensuring breathability and comfort. With this material, it is not uncommon for feathers to occasionally come through the cushions.

Do you offer a down alternative cushioning?

Yes, The Sullivan, Dune and Jones collections are available with a down alternative cushion. Down alternative cushions are filled with microdenier fiber, an ultra fine synthetic fiber that mimics the sink-in feel of down and feather. Down alternative cushioning will offer the same relaxed look and feel of these best-selling collections, and will carry a similar maintenance profile. The Sullivan, Dune and Jones with down alternative will feature our standard high-resiliency Ultracel core, special down-proof ticking and channeling in both seat and back cushions.

To special order your piece with down alternative, please contact us at hello@maidenhome.com.

Do you offer matching ottomans?

Yes! Our sofas, apart from The Muir Collection, are each available with matching ottomans. Please reach out to us at hello@maidenhome.com for more information on sizing and pricing.

Do all sofas have center support legs at all sizes?

No, center support legs are not necessary on smaller widths, so we have eliminated them for a more streamlined look. Center support legs are found at the below sizes:

  • Carmine, Sullivan, Warren, & Dune: 95"+
  • Ludlow & Crosby: 90"+

Are beds available in all fabrics, leathers, and wood finish options?

The Thompson Collection is available in our 50+ fabric and leather options and its frame is customizable in your choice of five wood finishes, including hand-waxed Natural Ash.

The Essex is available in our 50+ fabric and leather options and its legs are customizable in our four classic wood finishes.

The Wythe is also available in our 50+ fabric and leather options. Its recessed leg comes standard in a walnut finish to enhance the look of this low-profile style.

What is the difference between having a fully upholstered headboard on the beds and a headboard with muslin on the reverse side?

We offer two options for headboard upholstery–one in which the back is fully upholstered in your choice of fabric or leather, and one with muslin upholstered onto the back. If you plan to place your bed against a wall, you may opt for muslin upholstery on reverse; however, if you are floating your bed in a space, full upholstery is the right choice. Note, the muslin option includes a 3” border of your custom material on the reverse side of the headboard for full coverage when the bed is viewed from the side.

What kind of support is included for my mattress? Are any other components necessary?

Our beds are made with a system of hardwood slats milled from solid poplar wood. Each slat is 2.25" wide and spaced 3" apart along the foundation of the bed, and additionally secured with center support legs (1 for Queen sizes, 2 for King and Cal King). With this highly durable foundation, Maiden Home Beds do not require a box spring; however, a box spring can be accommodated if preferred, with the exception of The Wythe Bed. Our beds are not designed to accommodate any other support system other than the one we provide, such as adjustable frames and bases.

Can I order just the headboard for my bed?

No, our beds are only available to order as a complete bed with the side rails and footboard.

Are the beds available in a Twin or Full size?

Our beds are only available standard in Queen, King, and California King sizes. If you have a custom request, reach out to hello@maidenhome.com. 

About Our Materials

What makes your fabrics special?

We source our materials from the world's leading textile mills and leather tanneries including Crypton Home, Sunbrella, and Moore & Giles. By partnering directly with these suppliers, we’re able to offer designer-level quality and unique Performance technologies previously unseen at our price point.

When editing our assortment, we seek out beauty, softness, and durability. You’ll find our fabrics offer a great feel and beautiful drape while standing up to your lifestyle. All our fabrics meet the industry’s highest marks for durability, including:

  • Abrasion Resistance: With 18,000 double-rubs and above, our fabrics are designed to hold up to heavy-duty residential use.
  • Pilling: With pill ratings of 3 and above, our fabrics won't develop unsightly pills with daily wear.

Lastly, we ensure our family-friendly fabrics are healthy for your family, too. All of our fabrics are made without flame retardants or other toxic chemicals, and we only work with Performance technologies that are free of PFOS and PFOA.

If you are interested in the fiber composition of our fabrics as well as their specific double rub counts and pill ratings, then please email us at hello@maidenhome.com.

Want to learn more about our fabric assortment? Dive in here. 

What are Performance fabrics?

Our Performance fabrics feature Crypton Home, Sunbrella, or Defend technologies that offer remarkable resistance to stains and odors. They repel liquid spills and can be easily cleaned with soap and water.

You can spot clean our Performance fabrics with a solution of 1/4 tsp mild detergent (Tide, Woolite, or the like) per 1 cup lukewarm water. Apply the cleaning solution using a misting spray bottle, then lightly scrub with a sponge. Allow the solution to soak into the fabric, then rinse thoroughly to remove all soap residues. Repeat as needed, then allow fabric to air dry.

Are your Performance fabrics chemically treated?

We only work with Performance technologies that are free of potentially harmful chemicals like VOCs, formaldehyde, phthalates and flame retardants.

Can I machine wash my cushion covers?

We do not recommend machine washing cushion covers, as this process may damage the fabric, backing, or stitching.

What is the difference between Pebbled Leather, Tuscan Leather, and Nubuck Leather?

Each of our top-grain Italian leather collections is sourced from Moore & Giles, one of the industry’s highest regarded suppliers of quality leathers. The difference lies in their finishing processes:

  • Pebbled Leather’s embossed finish offers a contemporary aesthetic, with excellent protection against spills and scratches. It has an even color tone and few, if any, natural markings.
  • Tuscan Leather is a smoother, all natural, and minimally processed leather. It is considered a "pull up" leather, which means it will stretch and lighten up slightly during the upholstery process.
  • Nubuck Leather is lightly buffed giving a soft, suede-like texture and velvety hand for a soft and sophisticated feel.

How do I care for leather?

Leather is designed to be a very low maintenance material—when it comes to cleaning, less is more. You may dust periodically with a dry cloth, but otherwise enjoy the natural aging process of your leather. Never use harsh solvents or cleaners that are not specifically recommended for leather.

Avoid direct sunlight, which will fade all leathers over time.

What should I know about purchasing and maintaining Tuscan Leather?

Tuscan Leather is a top-grain aniline leather, sourced by our partners Moore & Giles from a fifth-generation Italian tannery. Tuscan Leather is a beautiful choice for customers desiring the classic, rich look that only leather can offer, with an appearance that will beautifully soften over time. 

Being a natural, minimally processed material, each hide of Tuscan Leather is unique. You may see variations in color shading from your original swatch, as well as natural markings such as scars and stretch marks. As these markings are inherent to the hides, they are not considered defects and instead contribute to the unique beauty of your piece.

It is also important to note that your final piece may be lighter in color than the original swatch you received. As Tuscan Leather is pulled during the upholstery process, the distribution of its surface waxes and oils create a lighter appearance. You will especially notice this in areas where the material is pulled taut, such as the back cushions of a tight-back sofa or arms. You can mimic this effect at home by dragging your finger along the backside of the swatch to reveal the lighter shades of the material.

Lastly, when your piece is first received you may notice surface scratches as a result of tightly wrapped packaging. These are not permanent, and easily removed in the home by applying light heat to the area with a hair dryer to warm up the surface wax, then gently rubbing it back into place with your fingers. You may also use this approach for ongoing maintenance of your piece. In general, Lincoln Leather is a highly durable material and should only be dusted periodically with a dry cloth to remove residual dust and to prevent dirt from building up. No harsh cleaners or solvents should ever be used on the leather, as they could abrade the finish or topcoat.

What is Nubuck Leather, and how is it cared for in the home?

Our Nubuck Leather is a top-grain Italian leather from Moore & Giles, one of America’s oldest and most revered leather companies. Each hide is lightly buffed for a soft, suede-like texture and velvety hand, adding sophisticated texture and variation to each piece. Its luxury is felt in the refined texture and soft glow created by the way light is subtly reflected off of its surface. Natural variation and pebbling will be present when this leather is pulled for upholstery, highlighting the unique character and beauty of each hide. You can mimic the range of tones by pulling your finger along the back of the swatch.

As nubuck is made from top-grain leather, it is more durable and long-lasting compared to suede. Though it is treated during tanning, spills should immediately be wiped away to avoid staining. Never use harsh solvents or cleaners that are not specifically recommended for nubuck leather. To maintain the look of your nubuck leather, dust periodically with a dry cloth, otherwise enjoy the natural aging process.

What wood finishes are available?

Each collection is designed with a specific assortment of wood finish options, intentionally selected to fit the design and functionality of the piece. From the handwaxed finish of Natural Ash and Ebonized Ash to our selection of hand-applied lacquered hues, each is designed to highlight the natural beauty and unique character of the solid wood design. You can view the assortment of finishes available in our collections on each product page.

Can I order wood finish swatches?

Wood finish samples are available to order on each product page within the Product Details section. Please note, variation in grain and texture is to be expected between your wood sample and final piece, given the natural materials used. We’ll be happy to refund your swatch purchase less 10% for handling if returned within 30 days of the original ship date.

Buying Furniture

How do I ensure my piece will fit into my home?

We strongly recommend referencing our Fit Guide prior to purchase to ensure a successful delivery into your home. You will need to compare key product dimensions to sizes of any entryways, hallways, or doors your furniture will need to maneuver through. Your Design Advisor is also available to help with decisions of fit.

Please note, we cannot accept returns or exchanges on pieces that we are unable to deliver due to sizing/fit issues, so please do not skip this important step! 

Can I make changes to my order after it has been placed? Is it possible to cancel an order?

All orders begin production immediately—this means frames are being crafted and fabric is cut right away. For this reason, a minimum of $100 and up to 10% change fee will apply, depending on where the piece is in production, for any changes requested after one business day of placing your order. Changes made after one business day require production to start over.

If you need to cancel your order after one business day of placing your order, a 10% cancellation fee will apply. Orders that have shipped must be successfully delivered before our return and exchange policy can apply.

Can I place my order and then choose my upholstery at a later date?

Fabric and leather is cut immediately upon entering production, so your choice of fabric or leather must be confirmed prior to placing the order. For this reason, a minimum $100 and up to 10% change fee will apply for any changes requested after one business day of placing your order, depending on where the piece is in production. Changes made after one business day require production to start over.

Are legs removable for delivery?

Most Maiden Home pieces have removable legs or bases to facilitate delivery into tight spaces. Please note the below exceptions:

  • Dune Collection
  • Warren Collection
  • Jones Collection
  • Mercer Chair
  • Leroy Chair
  • Downing Chair
  • Perry Chair
  • Bond Chair
  • Hayes Chair
  • The Morro Tables
  • The Reyes Bench
  • The Reyes Stool

When is my credit card charged?

Your card will be charged in full when you place your order.

Do you offer a trade program?

We offer special benefits to members of the trade, including:

  • Exclusive pricing
  • Additional custom options (sizing, sectionals, COM)
  • Personalized service via a dedicated account manager
  • Invitations to special events and product previews

You may apply to our trade program here or contact us at trade@maidenhome.com for more information.  

Can I provide my own fabric (COM)?

Yes, all Maiden Home pieces, excluding the Hayes chair, can be made with COM (Customer's Own Material). Contact us for more details and pricing at hello@maidenhome.com.  

I don't see a style, fabric/leather, or wood finish that I have seen offered at Maiden Home in the past. Is it still available?

We are always updating our collection in order to keep our offerings curated and fresh. Feel free to email us at hello@maidenhome.com if you are looking for something specific, and we will let you know if it is available to custom order.

Do you have seasonal sales or promotions?

We do not hold seasonal sales and promotions, instead focusing on offering the industry's best value, all year round. You can buy whenever convenient for you, knowing that you'll always get the best possible price! 

Shipping and Delivery

What will I pay for shipping?

We offer complimentary shipping and white glove delivery service with any furniture order.

Where do you ship?

We currently ship to the lower 48 states, excluding Alaska and Hawaii.

We also ship to select locations in Canada. For more information, please review our International Shipping and Delivery options. 

How long will it take for my furniture to arrive?

We work hard to deliver your furniture as soon as possible, while maintaining the care and quality of our custom production process. The timeframe to receive your furniture will vary based on the nature of the product selected as well as your location. 

Our custom pieces are ready for delivery in as little as 6 weeks from time of order. To understand the lead time of a specific product you are considering, please refer to that product’s shopping page. Please note, at this time several of our upholstered collections are delivering on extended lead times due to shortages in local material supply. The timeframes noted on each product page reflect our best, most current estimates on expected delivery dates.

After you place your order, you will receive an email notifying you that your furniture is in production. You will receive another email when your order has shipped, communicating an estimated timeframe in which your order will be ready for delivery. Approximately 2-4 weeks after shipping, you will receive a call from our local white glove delivery agent to schedule a delivery date and time window that suits your schedule. If your piece is to be delivered via UPS, you will receive an email with your tracking number at the time of shipment.

Can I delay my order?

If you prefer to delay your delivery, we offer complimentary storage within 30 days of your first scheduling call before additional storage fees may apply.

If I order multiple pieces, will they be delivered at the same time?

Yes, all pieces from a single order will be delivered during the same delivery appointment. If you would like multiple orders delivered simultaneously, reach out to us and we'd be happy to accommodate this request.

How will my furniture be delivered?

All of our furniture is shipped via white glove delivery service. This service is included with every furniture order at no additional charge to you.

Our pieces are custom-made to order, and individually wrapped for safe and hygienic transport to your home. A two-person delivery team will arrive during your scheduled delivery date and time window, bring your furniture into your room of choice, unpack it, and remove all packaging. Our delivery partners are following local guidelines on safe delivery practices. 

How will my bed be shipped and assembled? Will the delivery team assemble it for me?

Your delivery team will set up and assemble your Maiden Home bed as part of your free white glove delivery service. The side rails, footboard, and headboard easily lock together. 

Our beds are broken down into four component pieces for shipment:

  1. Headboard with back legs already attached
  2. Footboard with front legs already attached
  3. Two side rails
  4. Upholstered platform with supporting slats for underneath your mattress

    How should I prepare for delivery?

    Ensure pathways to the room where you'd like your furniture placed are clear and easily accessible. Ensure the room is clear and ready for the new item. Be prepared to inspect your item upon delivery to ensure damage hasn't occurred in transit. 

    Will the delivery team remove my existing furniture?

    Our partners are not able to remove existing furniture at the time of delivery. For a smooth delivery experience, please arrange for removal of existing furniture prior to your delivery date.

    What happens if I miss my delivery appointment?

    If you need to reschedule your appointment, contact us or your local delivery agent as soon as possible. Rescheduling fees from your delivery agent may apply.

    What happens if my furniture arrives damaged?

    After your delivery team has fully unpacked your furniture, do a full inspection to check for any damage that may have occurred in transit. If issues are found, thoroughly document them on the delivery team's Proof of Delivery form before signing. While damages in transit may occur, ensuring they are thoroughly documented by our delivery partners will allow us to resolve them in a more timely manner.

    Please do not refuse delivery, as this may cause a delay in resolving the issue. Reach out to us at 888-513-5754 or support@maidenhome.com so that we may assist with next steps. We will evaluate next steps based on photos of the piece and will arrange to restore your piece to the condition it was in upon leaving the workrooms of our North Carolina partners. Note all damages must be reported to Maiden Home within 30 days of delivery.

    Can I expedite my order for an upcharge?

    As each piece is custom made to order, we are not able to expedite any order. We do our best to deliver each piece as soon as possible.

    Can I expedite my swatch kit for an upcharge?

    No, we are not able to expedite swatch kits but they usually arrive within one week, depending on location and time of year.

    International Shipping and Delivery

    Where do you ship internationally?

    We currently offer international shipping to select locations in Canada which includes most addresses in Ontario, Quebec, British Columbia, Alberta, and Nova Scotia. Please visit this page to verify if your Canadian postal code is serviced.

    How long will it take for my furniture to arrive?

    Each Maiden Home piece is custom made to order by skilled North Carolina craftspeople, specifically for your home. We work hard to deliver your furniture as soon as possible given individual product lead times communicated.

    After you place your order, you will receive an email notifying you that your furniture is in production. You will receive another email when your order has shipped, communicating an estimated timeframe in which your order will be ready for delivery. Approximately 2-4 weeks after shipping, you will receive a call from our local white glove delivery agent to schedule a delivery date and time window that suits your schedule.

    Are there duties, taxes, and fees associated with my order?

    Orders placed for delivery to Canada will be subject to a $250 shipping fee, which includes duties and taxes. The only additional fee you may incur is an exchange fee from your bank, as we are only able to process payment in USD at this time.

    How do I order a swatch kit for delivery to Canada?

    If you'd like to order a complimentary swatch kit delivered to a Canadian address, you can place your order here as our website does not support swatch orders to Canada at this time. Your swatches will arrive 1-3 weeks after your order is placed.

    Returns and Exchanges

    What is your return policy?

    We're confident you'll fall in love with your furniture, but just in case you don't, we offer a return policy unheard of in custom furniture. Contact us within 30 days of delivery to return your furniture and we'll come pick it up. Unless it is damaged, soiled, or excessively used, we'll refund you the full amount minus 10% of your purchase price to cover the pick-up and donation of your piece. All pieces must be successfully delivered before we can initiate a return.

    Please note:

    • We cannot accept returns or exchanges on pieces that we are unable to deliver due to sizing/fit issues (i.e., sofa or chair cannot fit into home).
    • We cannot accept returns or exchanges on pieces that have been altered or customized in any way post delivery.
    • All orders requiring extra customization (e.g. special sizing, configurations, COM) are final sale.
    • We can only accept one return or exchange per household (identified by delivery address).
    • 10% of your purchase price is withheld from all refunded pieces, including those that encounter manufacturing defects or transit damage. In these instances, every effort is made to restore the piece to its specifications, which may include a repair or replacement. 

    What is your exchange policy?

    Contact us within 30 days of delivery to exchange your furniture for a new piece. Depending on the new piece ordered, we will either send you a custom invoice or refund you for the difference, this will include our 10% return and exchange fee. Please note we can only accept one exchange per household so the new piece will be final sale.

    How do I initiate a return or exchange?

    To initiate a return or exchange, please contact us at support@maidenhome.com within 30 days of receipt of your furniture.

    Warranty

    What is your warranty policy?

    We guarantee our furniture is produced at the highest quality standards, and we back this up with an industry-leading warranty policy. Specifically:

    • Frames and spring systems are under warranty to be free from manufacturing defects for the life of the product.
    • Cushion cores are under warranty to be free from manufacturing defects and against the loss of foam resiliency for 5 years.

    Please see our full Warranty policy

    What do I do if I believe my product is defective?

    If you suspect a manufacturing defect, please contact us as soon as possible. Our Quality team will evaluate next steps based on photos of the piece. If an issue is found, we will arrange to restore your piece to the condition it was in upon leaving the workrooms of our North Carolina partners.

    Financing

    What financing options does Maiden Home offer?

    Maiden Home has partnered with Affirm to provide pay-over-time solutions to our customers. Affirm is a financing alternative to credit cards and other credit-payment products. Affirm offers instant financing for online purchases to be paid in fixed monthly installments over 6, 12, or 18 months, depending on the program. Financing is exclusively available in the United States at this time.

    What is the interest rate on your financing program?

    Annual Percentage Rate (APR) financing in easy monthly payments with rates from 0% APR is available for qualified customers. Affirm discloses any required fees upfront before you make a purchase, so you know exactly what you will pay for your financing. Affirm does not charge any hidden fees, including annual fees.

    What does the approval and checkout process look like for Affirm? Does it impact my credit score?

    The approval process for Affirm is very fast. You will be asked a series of questions to verify your identity and once complete, your loan amount will be processed. You can expect to receive your loan amount in less than 5 minutes.

    Affirm does a “soft” credit check, which verifies your identity but does not affect your credit score. Affirm's underwriting model does not use a hard credit check.

    When ready to place your order, choose “Pay with Affirm” at checkout to apply for your loan. After your purchase, you’ll receive monthly emails and SMS reminders about your upcoming payments. You can also set up autopay to avoid missing a payment.  Your first monthly payment is due 30 days from the date that Maiden Home processes your order.

    How are refunds and returns handled when paying through Affirm?

    Affirm will credit any loan payments the customer has made, up to the refund amount, to the original form of payment within 3 to 10 business days of the refund. The refund does not include interest paid on the loan, and Maiden Home’s return policy will apply to all orders paid with Affirm.

    Who should I reach out to if I have questions surrounding my loan?

    Upon loan confirmation, you will receive an email and text from Affirm letting you know that you have successfully taken out a loan with Affirm. In that communication, you will be presented with an email for Affirm and a phone number, which you should use if you have any questions or concerns.