Frequently Asked Questions – Maiden Home

Frequently Asked Questions

Frequently Asked Questions

Craftsmanship & Materials / Purchasing / Care / Shipping & Delivery / Post-Delivery

Craftsmanship & Materials

Where is your furniture designed and made?

We design all of our pieces in New York and craft them in partnership with master artisans across the United States. Every piece is masterfully handcrafted using traditional techniques and beautiful materials that stand the test of time.

How do you ensure a quality product?

We spend months—sometimes even years—perfecting our designs. We select every material and piece of hardware with care, then test every prototype before deeming them fit for our collection. On top of that, every Maiden Home piece undergoes a rigorous inspection process before it ships, and it will not ship unless it is flawless.

How do you select your materials?

Our materials are sourced from mills and tanneries that draw on years of dedication to their craft. We select each one with care, paying close attention to the quality, hand-feel, and delicate nuances within every fiber of upholstery, inch of leather, and grain of wood.

For more information on fabric compositions, double rubs, and pill ratings, please contact our Interior Design team at design@maidenhome.com. If you would like to experience the beauty of our materials in person, order fabric and leather swatches here or wood and shearling swatches here.

Do your products meet any standards for sustainability?

When selecting our materials, we focus on their beauty and ability to stand the test of time. Many of the materials we choose to work with meet high standards for sustainability, too.

Our fabrics are made without flame retardants or antifungal additives. Maiden Home also meets or exceeds all national or state-level product safety standards, including CA TB 117-2013.

What are performance fabrics?

Our performance fabrics are treated with a liquid-resistant finish and can be spot-cleaned as needed.

Is every Maiden Home piece unique?

Our pieces are handcrafted-to-order from exquisite materials, and slight variations are to be expected from one piece to the next—these subtleties contribute to the unique beauty of each material and piece. Below is a list of the variations you can expect to see.

Dye lot variations: Textiles are dyed in batches, so there may be slight differences in fabric and leather texture, color, or appearance.
Leather hide variations: Animal hides are a natural material, and nuances in their texture, color, and hair length are normal.
Shearling variations: Shearling is a natural material, so the color and curl of each cut of shearling may vary from piece to piece.
Wood finish variations: Wood is a natural material and our finishes are applied by hand, so swatches and final pieces may vary in appearance.
Size tolerances: Our pieces are handcrafted within a tolerance of one inch of the specified dimensions, so you may notice slight differences in product sizes.

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

Our leathers are sourced from an Italian tannery with nearly a century of experience. Each has its own distinctive textural appeal outlined below.

Pebbled Leather: Embossed for a tactile feel with few natural markings and an even color.
Tuscan Leather: Smooth and minimally processed for a natural feel that will stretch and lighten over time.
Nubuck Leather: Lightly buffed for a soft and velvety hand.

What wood finishes do you offer?

We offer an array of rich finishes, all custom-developed to highlight the natural beauty of the woods we use. Each product comes in a curated selection of finishes that complement the design—to view a product’s available finishes, select “Customize” on its product page.

Purchasing

Do you offer down alternative cushioning?

All Maiden Home pieces with down and feather cushions are also available with down alternative cushions. Our down alternative filling is made from microdenier fiber, an ultrafine synthetic fiber that mimics the luxuriously comfortable feel and relaxed look of down and feathers.

To special-order your piece with down alternative cushions, please contact design@maidenhome.com.

Who should I contact for assistance with interior design?

Our Interior Design team is happy to assist you with projects of all sizes and complexities. Contact design@maidenhome.com to inquire.

How can I tell if a piece will fit in my home?

We highly recommend referencing our Guide to Measuring for Delivery before purchasing to ensure a smooth delivery. Please be sure to compare product dimensions to the dimensions of all entryways, hallways, elevators, stairwells, and doors that your piece(s) will need to pass through—we do not accept returns or exchanges of pieces that cannot be delivered due to sizing and fit issues.

Our Interior Design team is also available to help you determine whether a product will fit into your space—contact design@maidenhome.com for assistance.

Can you ship swatches to Canada?

If you would like to have complimentary swatches delivered to a Canadian address, add the desired swatches to your cart and select “Canada” at checkout—you can view fabric and leather swatches here and shearling and wood swatches here. Your swatches will arrive one to three weeks after you place your order.

Do you offer gift cards?

Give the gift of timeless design with a physical or digital Maiden Home gift card—please reach out to design@maidenhome.com to purchase.

If you have a Maiden Home gift card and would like to confirm the balance, you may do so here.

When will my credit card be charged?

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

Do you have a trade program?

The Maiden Home Trade Program offers a suite of benefits to members of the trade including exclusive pricing, custom order options such as COM/COL and by-the-inch dimensions, a first look at new collections, invitations to trade-only events at the New York Flagship, and a dedicated trade specialist to make every step of your design process seamless.

Learn more and apply to the Maiden Home Trade Program here.

Do you have a contract program?

The Maiden Home Contract Program offers a suite of benefits to those interested in partnering on commercial and hospitality projects including exclusive pricing, custom order options such as COM/COL and by-the-inch dimensions, and a dedicated contract specialist to ensure a seamless ordering and delivery process.

Learn more about the Maiden Home Contract Program here, or contact trade@maidenhome.com.

A style, material, or finish that I once saw at Maiden Home is no longer on your website. Is it still available?

Our collection evolves over time, so some items and materials that were available in the past may no longer be available on our website or at our flagship store. If you have a specific product, upholstery option, or finish from the past in mind, please contact design@maidenhome.com to inquire about whether it is available for custom order.

Do you have seasonal sales or promotions?

We create pieces characterized by their unique designs, beautiful artistry, and unrivaled quality. Instead of offering sales or promotions, we offer them at fair prices all year.

What is your warranty policy?

We stand by the quality of our furniture and offer an industry-leading warranty on our products. View our warranty policy here.

Do you offer financing options?

Maiden Home partners with Affirm to offer financing plans that allow qualified customers in the United States to pay for their purchases in fixed monthly installments over 12, 24, or 36 months. For example, you could pay $560.42 per month based on a purchase of $6,725 at 0% APR for 12 months.

If Affirm approves of your loan, they will send you a confirmation email and text.

If you return an item that you’re paying for through Affirm, Affirm will credit payments up to the original refund amount back to your original payment method within three to 10 business days of Maiden Home approving the refund. Refunds do not include interest paid on your Affirm loan. Please note that the Maiden Home return policy applies to all orders paid for through Affirm.

If you have any questions, please contact Affirm here.

Care

How should I care for my pieces?

Please contact support@maidenhome.com for instructions on how to clean and maintain your pieces.

Can my pieces be used outdoors?

Our pieces are designed to look beautiful in every room of your home, but they are not suitable for outdoor use.

What should I expect with down and feather cushions?

Pieces with down and feather-filled cushions are a luxuriously comfortable choice. It’s important to note, however, that down and feather filling settles over time, so you will need to fluff the cushions regularly to maintain their shape.

All of our down cushions are lined with cotton ticking, a material that prevents excessive feather migration to the outside of the cushion while still ensuring breathability and comfort. Still, with this material, it is not uncommon for feathers to come through the cushions from time to time.

Shipping and Delivery

What is the cost of domestic shipping?

White Glove Delivery
Most orders ship with our white glove delivery service. We charge a flat fee per order regardless of your total spend, the weight of your order, or the number of items you ordered. The white glove delivery fee is determined by your proximity to our shipping hubs.

Distance From Shipping Hub White Glove Delivery Fee
0–100 miles $145
100–150 miles $195
150+ miles $245

Carrier Shipping
Select small orders are eligible for carrier shipping, including some of our smaller ottomans and tables if ordered in quantities of two or less. Orders containing fabric by the yard are also eligible for carrier shipping. The carrier shipping fee is based on the value of your order.

Order Value Shipping Fee
Less than $200 $25
$200–$399 $35
$400–$1,500 $70
$1,500+ $100

If your order contains items that are eligible for white glove delivery and items that are eligible for carrier delivery, your entire order will ship with white glove delivery, so you will only be charged the white glove delivery fee.

Expedited shipping may be available at an additional charge. Please contact design@maidenhome.com to inquire.

Where do you ship?

Domestic Shipping: We ship to the lower 48 states, excluding Alaska and Hawaii.

International Shipping: Maiden Home ships to Ontario, Quebec, British Columbia, and Alberta.

Shipping to Freight Forwarders & Receivers: We also ship to freight forwarders and receivers. Please note, however, that pieces moved outside of our coverage area are final sale, the warranty is voided, and Maiden Home does not arrange for these pieces to be repaired or receive replacement components. If you are interested in having your order shipped to a freight forwarder or receiver, please contact design@maidenhome.com.

Can I delay delivery?

We strongly recommend accepting your delivery as soon as possible. That said, if you would like to delay your delivery, you may do so. We offer complimentary storage for 30 days following your first scheduling call—after 30 days, storage fees apply. Contact support@maidenhome.com for additional information about delaying your delivery.

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

If you place one order consisting of several pieces and it ships via white glove delivery, they will all follow the lead time of the longest-lead-time item in your order and they will be delivered together during the same delivery appointment.

If you placed several orders and would like them all delivered simultaneously, please reach out to support@maidenhome.com.

Orders that ship via carrier will arrive according to carrier policies—this includes including orders containing fabric by the yard.

How will my furniture be delivered?

Most orders are delivered via our white glove delivery service. A two-person delivery team will arrive at your scheduled delivery time, bring your order into the room of your choice, unpack it, assemble pieces that require assembly, and remove all packaging.

Orders that ship via carrier will be delivered per the carrier’s standard policies. Your piece(s) will arrive in standard carrier packaging at your doorstep and will not require a signature.

If I place multiple orders, will I pay for shipping on each order?

Yes, a shipping fee applies to each order.

How should I prepare for white glove delivery?

Please clear all pathways to the room in which you would like your new furniture to be placed, and be sure the room itself is clear to allow space for the piece(s). Our white glove delivery partners cannot remove or move existing furniture at the time of delivery—if needed, please arrange for removal of existing furniture prior to your delivery date.

An adult—18 years or older—must be present to sign for delivery and prepared to inspect your item upon delivery to ensure there are no damages from transit.

If your piece needs to be carried up two to four flights of stairs, you must notify support@maidenhome.com three business days before your scheduled delivery to avoid delays. Please note that our white glove delivery partners cannot carry orders up more than four flights of stairs for safety reasons. If your delivery does not fit into the elevator of your building and therefore needs to be carried up more than four flights of stairs, you will need to arrange for a moving team to bring your piece(s) up at your own expense.

What if I miss my delivery appointment or need to reschedule it?

If you miss your delivery appointment or need to reschedule it, please contact the local white glove delivery agent or support@maidenhome.com as soon as possible. A $250 redelivery fee applies if you miss your appointment or reschedule it within three days of the original scheduled appointment.

Can you deliver to a freight forwarder or receiver?

Yes, our delivery partners can deliver to freight forwarders and receivers in the contiguous United States and select addresses in Canada. Maiden Home is not responsible for any fees associated with freight forwarding, subsequent deliveries, or receiver storage fees.

When your order is delivered to a freight forwarder or receiver, it is your responsibility to ensure it is inspected. It is also your responsibility to ensure that any damages or concerns about the product(s) are noted on the Proof of Delivery form and reported to support@maidenhome.com with photos within 24 hours of delivery. Any issues must also be reported and resolved by Maiden Home before the order leaves the delivery location. We are unable to assume responsibility for damages that are not noted on the Proof of Delivery form and reported to support@maidenhome.com within 24 hours of delivery.

Please note that pieces moved outside of our coverage area are final sale, the warranty is voided, and Maiden Home does not arrange for these pieces to be repaired or receive replacement components.

What should I do when my furniture arrives?

For white glove deliveries:
Upon delivery, please inspect your piece(s) carefully and note any damages on the Proof of Delivery form that our white glove delivery partners ask you to sign. If the Proof of Delivery form is presented to you on a mobile device, scroll down to select “Report Delivery Exceptions” and type out all of the damages; if the Proof of Delivery form is presented to you on paper, please write out all of the damages in pen.

After filling out the Proof of Delivery form, please email support@maidenhome.com with photos of the damages within 24 hours of delivery.

Damages to orders delivered to receivers or freight forwarders must be reported to support@maidenhome.com with photos and detailed descriptions within 24 hours of delivery, and they must be resolved before the order leaves the receiver or freight forwarder.

In the extremely unlikely event that a part of your home is damaged during delivery, the damage must be noted on the Proof of Delivery form and reported to support@maidenhome.com within 24 hours of delivery as well.

We are unable to assume responsibility for damages that are not noted on the Proof of Delivery form and reported to support@maidenhome.com within 24 hours of delivery. We are also unable to assume responsibility for damages if your order is not unpacked and inspected at the time of delivery and you realize at a later date that it has damages that you did not report on the Proof of Delivery form.

If a friend or family member is receiving a delivery on your behalf, please inform them of the above.

Please do not refuse delivery if your piece has any damages or concerns of note. Refusing your delivery will cause delays in our ability to resolve any issues.

For carrier deliveries:
To report any damages or issues that occurred during transit via carrier, please email support@maidenhome.com with photos of the damages and the packaging within 24 hours of delivery.

Can I expedite my order?

We are happy to look into expedited shipping availability for you—please contact design@maidenhome.com to inquire.

If you’re working on a tighter timeline, explore our Delivered Sooner collection to find items that deliver to you the soonest. Alternatively, if you would like to request an estimated timeline for delivery to your location, please contact design@maidenhome.com.

When will my furniture arrive?

Every piece in our collection has a ready-for-delivery estimate on its product page—this estimate indicates when you can expect to receive a call from our white glove delivery partners to schedule your delivery. We refresh these estimates regularly to ensure you always have the most updated estimated delivery window.

When your order enters production, you will receive an email containing an updated estimate of when your piece(s) will be ready for delivery to your zip code.

Is my shipping fee refundable?

Your shipping fee is non-refundable if your order has already shipped, and it will not be refunded if you return or exchange an item.

What is the cost of international shipping?

Maiden Home ships to Ontario, Quebec, British Columbia, and Alberta.

All of the below international shipping fees include duties and taxes, but please note that you may incur an exchange fee from your bank as we can only process payment in USD at this time.

White Glove Delivery to Canada
Most orders ship with our white glove delivery service. We charge a flat fee per order regardless of your total spend, the weight of your order, or the number of items you ordered. The white glove delivery fee is determined by your location.

Region White Glove Delivery Fee
Ontario $295
Quebec $295
British Columbia and Alberta $355

Carrier Shipping to Canada
Select small orders are eligible for carrier shipping, including some of our smaller ottomans and tables if ordered in quantities of two or less. Orders containing fabric by the yard are also eligible for carrier shipping. Your carrier shipping fee is based on the value of your order.

Order Value Shipping Fee
Less than $200 $25
$200–$399 $35
$400–$1,500 $70
$1,500+ $100

If your order contains items that are eligible for white glove delivery and items that are eligible for carrier delivery, your entire order will ship with white glove delivery, so you will only be charged the white glove delivery fee.

Select fabric products such as slipcovers and swatches always ship free of charge.

Post-Delivery

What is your return policy?

Should you wish to return your order, contact support@maidenhome.com within 30 days of delivery to initiate the return process. We will pick your order up and refund you the full amount of the returned piece minus 10% and shipping—unless it is damaged, soiled, or excessively used.

All pieces must be successfully delivered before we can initiate a return, and an item can only be exchanged or returned once, so your new piece will be final sale.

Please note that the following items are final sale and cannot be returned or exchanged:

- Pieces that we are unable to deliver due to sizing or fit issues, or pieces that have been altered or customized in any way after delivery
- Orders with bespoke customizations such as custom dimensions, configurations, or COM/COL
- Replacement parts, accessories, and additional parts such as slipcovers, cushions, and covers
- Shipping charges (non-refundable)

In the event that your piece has a manufacturing defect or damage from transit, we will make every effort to resolve the issue—this may include providing a repair or replacement.

What is your exchange policy?

Should you wish to exchange an item in your order, contact support@maidenhome.com within 30 days of delivery to initiate the exchange. Exchanges incur a 10% exchange fee, and an item can only be exchanged or returned once, so your new piece will be final sale.

Please note that the following items are final sale and cannot be returned or exchanged:

- Pieces that we are unable to deliver due to sizing or fit issues, or pieces that have been altered or customized in any way after delivery
- Orders with bespoke customizations such as custom dimensions, configurations, or COM/COL
- Replacement parts, accessories, and additional parts such as slipcovers, cushions, and covers
- Shipping charges (non-refundable)

Can I make changes to my order or cancel my order?

You may change or cancel your order free of charge within one business day of placing it. If you would like to make changes after one business day, you may do so at a charge of 10% of the total purchase price. You may cancel your order after one business day, but please note that 10% of the total purchase price will be withheld.

Orders cannot be changed or cancelled if they have already been made or shipped.

There are no exceptions to the above policy, so we strongly encourage customers to review their selections in detail and reach out to our Interior Design team at design@maidenhome.com with any questions or concerns before placing an order.

What should I do if I think my product is defective?

In the unlikely event that you suspect your product has a manufacturing defect, please send photos of the defect to support@maidenhome.com as soon as possible so that our team can evaluate. If we determine that your piece is in fact defective, we will arrange to repair it to a perfect condition.

Can I purchase replacement cushions, covers, slipcovers, and other sofa parts?

Cushions, covers, slipcovers, fabric by the yard, and other parts are available upon request—please contact support@maidenhome.com to inquire about getting a quote for your desired replacement. Please note that all replacement parts are final sale and cannot be returned or exchanged.