Order Status FAQ – Maiden Home

Order Status FAQ

Order Status
Order Status

Order FAQs
When will my order ship?

You will receive a shipping confirmation when your piece ships out with a narrow window during which you can expect to be contacted to schedule delivery. Our team is monitoring your order carefully, and you can expect that your order is on track unless our team has reached out to you personally with an update.

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.

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.
  • White glove shipping charges are non-refundable.
  • 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.

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.

Please see our full Warranty policy.