Return Policy
All returned items will be inspected, and are subjected to a restocking fee.
Return shipping will be made at the customer's expense or customers may choose to arrange their own shipping. Once returns are received and inspected, refunds will be processed.
You will then be notified via email of the refund. (Furniture Story) will refund only the value of the goods returned and after the subjected restocking fee of 20%, and will NOT refund the value of any Shipping or Assembly paid.
Refunds will be processed based on the original method of payment. Cash refunds are subject to the availability of funds.
You will be held liable for damages above and beyond those in which the item was approved for exchange or return.
In case of a Pickup the customer is expected to arrange a return shipment in case of an exchange/Return or if the item(s) requires some repairs made that may not be possible to perform at the customer's house.
A Price adjustment will only be offered if an item goes on sale within 7days after your purchase date. NO price adjustment will be offered on fulfilled orders (Picked up / Delivered).
Please note that the shipment of a return is to be independently arranged and covered by the customer, with products received back to our warehouse within 7 days from the delivery or pick-up date
Refunds can only be issued via the method of the original purchase. If the original method of payment is no longer available, we will issue store credit equal to the amount of the refund. It may take up to 5 business days for the credit to appear
Please note that Standard Shipping and White Glove Shipping charges from the original order are not able to be refunded once these services have been provided by the carrier
We are unable to accept cancellations or returns for Special Order items, “AS-IS”, discounted or sale items, mattresses or items damaged leaving the store. Custom orders, products marked as Final Sale, orders are not able to be returned or refunded.
Do not refuse undamaged items or parts, you are responsible for all redelivery costs, including but not limited to storage fees
We will send a replacement via Standard Shipping or offer local repair reimbursement at our discretion. In the event of a replacement, items with structural damage and/or determined unusable will be fully replaced with an in-stock item where possible
All items marked as Final Sale are non-refundable and cannot be exchanged for other items as they are sold in the condition as is. Final Sale items are exempt from regular store policy and are only covered by Furniture Story Limited Warranty for 90 calendar days. Strictly no exceptions will be made for Final Sale items
Non-Returnable Items
Items listed below cannot be returned or exchanged. Shipping and handling charges are not refundable. Other restrictions may apply.
* Items without proof of purchase
* Items purchased as final sale
* Items used and/or damaged through normal wear and tear
* Special Order/Made to Order Furniture
* Store floor samples
* All custom furniture
Cancellation - Unshipped
You can cancel your order for a full refund before the order is set up for shipment. Please note that this does not apply to Custom Orders.
Cancellation - Shipped
You can cancel your order once it has been set up for shipment, however, please be aware that the costs of both outbound and return shipping will be reduced from your refund amount. Please note that this does not apply to Custom Orders.
Cancellation - Custom Orders
Once a custom order has entered production and moved to ‘In Production’ status all costs of production have been incurred and therefore a cancellation is no longer possible and the balance paid cannot be refunded.
In-Store Return Policy
For purchases or orders made in-store from the date of purchase, there is a 3-days window in which you may cancel the order. After 3 days, the order is considered confirmed and if canceled will only be refunded as an in-store credit or subject to a 20% restocking fee.
After receiving your purchase, if you are not completely satisfied you may return it within 3 days in the original condition for an exchange or an in-store credit. The initial delivery charge is non-refundable, and an additional delivery charge will be applied for the pick up of returns or exchanges.