Returns & Exchanges

We want you to be thrilled with your new purchase. We curate products that are timeless and durable. If you are not satisfied, we are here to help.

Return requests are processed through our return portal, and the conditions below apply.

CUSTOMER SUPPORT

• If there is an issue with your order, please contact us online by clicking here. You will receive a response within 48 hours.
• We request that you inspect your purchase upon delivery. If there is a problem, please contact us within 48 hours of receipt.

DAMAGED AND/OR MISSING PARTS

• Please contact us upon receipt of your item and we will gladly exchange or provide parts depending on the situation. If you notice damage, take photos immediately and contact us—we'll work with you to resolve it with repair, replacement, or refund. Please note: resolution is at the discretion of the manufacturer. Customer will be provided with best available solution.
• Damages must be reported upon receipt to be eligible for repair or replacement. We cannot take responsibility for products or the conditions they were kept in once they have been delivered. Please understand: we are unable to file claims with responsible parties such as shippers and manufacturers for issues reported after ten days of delivery which in turn limits our ability to provide you with the best possible outcome.
• For damaged or defective items, we cover return shipping costs.

CANCELLATION POLICY

• Within 24 hours of purchase: We can accept cancellation of your order for items that have not yet shipped at no charge.
• 24-48 hours after purchase: Orders cancelled during this window are subject to a 10% processing fee.
• After 48 hours: Once an item has shipped, cancellation is not possible and our standard return policy applies. Please note shipments may depart warehouse before we receive tracking, so there may be delays in notifications.
• If you place an order and wish for us to put a hold for delayed delivery, we can do so at any time up to when it ships (see Order Holds below).
• Please note that custom orders, sale items, floor models, and gift cards are final sale and cannot be cancelled, exchanged, or returned.

ORDER HOLDS

Need a little extra time before delivery? We can hold your order for up to 21 days at no charge. Simply contact us in writing at the time of purchase or after you receive your order confirmation.

Important: After 21 days, fees may apply. Unclaimed orders without response from customer will be converted to store credit. All order hold requests must be made in writing via our contact form or by email.

RETURN POLICY BY PRODUCT CATEGORY

DÉCOR, HOME GOODS & ART

Returns:

• May be returned within 30 days of delivery for refund or store credit (your choice).
• Must be received in original packaging and without damages.
• Customer responsible for return shipping costs.
• Original shipping fees are non-refundable.
• Refund applied upon receipt of item and quality inspection, not before.
• Special orders, sale items, and made-to-order artist items are final sale.
• Returned items are subject to a 30% restocking fee.

Store Credit Bonus: Choose store credit instead of a refund and receive an extra 10% credit toward your next purchase!

FURNITURE AND LIGHTING

Returns:

• Must contact us within 7 days of delivery to initiate a return
• Return must be completed within 30 days of delivery for refund or store credit (your choice).
• Must be received in original packaging and without damages.
• Original shipping and delivery fees, including White Glove service, are non-refundable.
• Customer responsible for return shipping costs (see fee structure below).
• Refund applied upon receipt of item and quality inspection, not before.
• Special orders and sale items are final sale.

Restocking Fees:

• 20% restocking fee if returned with original packaging intact
• 30% restocking fee if returned without original packaging
• No restocking fee for defective or damaged items

One Free Exchange: Within your 30-day return window, we offer one complimentary exchange with original packaging (no restocking fee). Our team will work with you to coordinate pickup of your original item and delivery of your new item. If the new item costs less, we'll refund the difference. If it costs more, we'll invoice you for the difference. Delivery fees from the original order, including White Glove service, are non-refundable.

CUSTOM FURNITURE

Custom furniture cannot be returned or exchanged. Every custom project is designed to suit your unique needs. Full refunds on custom products are only given if the custom order is canceled within 24 hours of being placed, or in the rare case of defects in materials or workmanship that cannot be repaired.

MAKER & MOSS RENEWED

We're committed to sustainability. Returned items in excellent condition are inspected, refurbished when possible, and offered as "Maker & Moss Renewed" at 15-30% off. This allows us to reduce waste while offering great value—and helps us keep our return policies fair and accessible.

Interested in Renewed items? Browse our Renewed collection here.

RETURN SHIPPING COSTS

• Damaged or defective items: We cover return shipping costs
• Small items (décor, accessories): Customer pays actual return shipping via carrier of choice
• Large furniture items: Customer pays return freight. We will provide guidance and coordinate pickup.

Tip: Some customers find it more cost-effective to resell furniture locally through Facebook Marketplace, Craigslist, or OfferUp rather than paying return shipping. However, if you prefer to return directly through us within your return window, we're happy to assist.

SHIPMENTS OUTSIDE OF CONTINENTAL UNITED STATES

Important: Returns are only accepted from addresses within the continental United States.

For customers residing outside the continental United States (including Alaska, Hawaii, Puerto Rico, and other U.S. territories), shipping costs related to returns and damaged items are the responsibility of the customer. While we are committed to troubleshooting issues and providing assistance to resolve any concerns, Maker & Moss, its affiliates, and associated freight carriers cannot assume responsibility for these costs. We will work diligently with you to find solutions and ensure your satisfaction within these parameters.

IMPORTANT NOTES

Return Eligibility Requirements

Products must meet these conditions to be eligible for return:

• Returned within the applicable timeframe
• In original condition with no stains, tears, burns, pet damage, odors, or other damage
• Includes all original parts, hardware, and accessories
• Packaged securely for return shipping

We reserve the right to:

• Inspect all returned items for quality and condition
• Adjust refund amounts for items not meeting return eligibility standards
• Refuse returns that don't meet our eligibility requirements
• Limit returns in cases of suspected return policy abuse

Processing Timeline

• Refunds are processed within 5-7 business days after we receive and inspect your return
• Depending on your financial institution, it may take up to 2 weeks to see the refund reflected in your account
• Store credit is issued immediately upon return inspection

One Return Per Product Type

To maintain fair policies for all customers, we allow one furniture return or exchange per product type, per customer. If you exchange an item and later wish to return the exchanged item, Maker & Moss reserves the right to deem that item final sale.

FREQUENTLY ASKED QUESTIONS

Q: Can I return sale items?
A: Sale items, floor models, and clearance pieces are final sale and cannot be returned or exchanged.

Q: What if I lost the original packaging?
A: You can still return the item, but the restocking fee increases from 20% to 25% to cover the cost of repackaging.

Q: How do I initiate a return?
A: Start by completing our return request through our return portal or contact form. Our team will respond within 48 hours with next steps.

Q: Who pays for return shipping?
A: For defective or damaged items, we cover return shipping. For standard returns based on preference, the customer covers return shipping costs.

OUR COMMITMENT TO YOU

We appreciate your business and are invested in your satisfaction. We work hard to resolve any issues that may arise. Thank you for your understanding and cooperation as we work with manufacturers and shippers to ensure you get the best possible service and resolution.

If you have further questions about our return policy, please contact us any time. We're here to help!