Return Policy
Return Policy
Shopping for your home should be fun, so don’t be afraid to mix things up! If an item isn’t the perfect match, return it for a refund within 7 days of delivery in the original condition and packaging.
A few items can’t be returned, including:
Gift cards
Personalized items
Items marked “Non-Returnable” on the sale page
Ready to start a return? Visit our Returns Centre.
Refund Options
You can choose between a refund in store credit or a refund to your original payment method (minus return shipping costs). We also offer pickup services for an additional fee.
Modified Return Policies
Our return policy is slightly different for some products and special-occasion purchases:
Large Appliance Return Policy
You can return a large appliance within 10 days of delivery as long as it hasn't been installed and is returned in the original packaging. In rare cases, you might have to pay the manufacturer’s restocking fee.
When your appliance arrives, please take the following steps:
1) Check the box for damage.
2) Make sure the product name and model number match your order confirmation.
3) Remove the packaging and inspect the appliance.
If you receive the wrong item or it arrives damaged, don’t accept the delivery. Tell your delivery representative(s) and contact us so we can arrange for a replacement. Once your appliance is installed, it can’t be returned.
Returns and Exchanges
Is your item damaged or missing parts? We’ve got you covered! See Damaged or Defective Items for more information.
Returns
Most items can be returned within 7 days of delivery; however, some items are not eligible for return. Additionally, a modified return policy applies to some products, including large appliances. For more details, please read our Return Policy.
Returns are seamless and easy, and you can do it online!
1) Visit My Orders and select “Return Item.”
2) Choose your return and refund method.
3) Check your inbox for a return confirmation email. We’ll refund you as soon as you send the item(s) back.
Return Shipping
Return shipping costs will be deducted from your refund and can vary depending on the location of the return.
For items delivered via bluedart or FedEx: Print the shipping label from your return confirmation email, and bring the package to a nearby drop-off location.
For large, heavy, or fragile items delivered via special carrier: Follow the same steps above, but instead of printing a shipping label, we’ll coordinate for the carrier to pick up the item at your convenience.
Refunds
In most cases, when returning an item, you can choose between store credit or receiving a refund to your original payment method. For more details, check out our Refunds article.
Cancelling Returns
Already filled out the return form but changed your mind? Don’t worry! You can always cancel the return from My Orders.
Exchanges
If you’d like to exchange an item for a different color, different size, or different product altogether, we are happy to help you with that! The process is similar to a return, and all the same policies listed in our Return Policy apply. There are two ways to exchange an item, depending upon your preference.
Before the return: To receive the new item sooner, you can go ahead and place an order for the new item before you return the old item. We will credit your account or the original payment method once we receive the return. Please note, you cannot use your store credit until we have credited your account.
After the return: Follow the same steps as a regular return. Once you receive your refund, use your store credit or credit card to place a new order.
Return shipping costs still apply for all exchanges and will automatically be deducted from the refund amount.
Damaged or Defective Items
We know how frustrating this situation can be. Return shipping for damaged or defective items is free — just pick your preferred resolution:
Replacement parts
A replacement item
A refund
To get started:
1) Go to My Orders
2) Pick “Return Item” or “Replace Item or Parts”
3) Select “Damaged or defective”
4) Choose your resolution
We’ll provide return instructions for the damaged or defective item. Be sure to complete this process within 10 days of the delivery date.
Refunds
What are my refund options?
You can receive a refund to Store Credit (never expires!) or to your original payment method, minus return shipping costs as per our Return Policy.
When will I receive my refund?
For store credit and gift card refunds, we’ll credit your account within 1 business day once we’ve received notification that you have returned your item(s).
For credit card refunds, we’ll begin issuing your refund once we’ve received notification that you have returned your item(s). Most banks will process the refund within 3-5 business days.
For all other refund methods, please allow up to 2 weeks for us to fully process your return and issue your refund.
Cancellations
Cancelling an Order
You can cancel any order before it ships from My Orders. However, once an item has been shipped, it cannot be cancelled.
If you missed the window to cancel the order, you can always set up a return or exchange ahead of time, and then send the item back once it arrives. Please note, return shipping costs may apply!
Cancelling a Return
Already filled out the return form but changed your mind? Don’t worry! As long you still have the item in your possession, you can easily cancel the return from My Orders.
Received the Wrong Item
If we’ve sent you something you didn’t order, we want to get the correct item to you as fast as possible.
To get started:
1) Go to My Orders
2) Select “Replace Item or Parts”
3) Choose “Not what I ordered”
4) Pick your preferred resolution (refund or replacement)
5) We’ll provide return instructions
We’ll also send this info to the supplier so don’t receive the wrong item again! Be sure to complete this process within 10 days of the delivery date.
Missing Parts
Is your new table missing a leg or new bookshelf missing hardware? Let’s get your assembly back on track!
We’ll send you replacement parts or hardware for free as soon as possible.
To get started:
1) Go to My Orders
2) Pick “Replace Item or Parts”
3) Select “Missing Parts”
4) Tell us what part you need
Be sure to complete this process within 10 days of the delivery date. We’re sorry for the inconvenience.
Tracking Orders
How do I check the status of my order?
Visit My Account and click "View Order Status." You might need to log in if you haven't already.
How do I track a package?
You will receive an email confirmation with tracking information as soon as your item(s) leaves the warehouse. You can also track your package in My Account.
What do I do if I'm missing items from my order?
Item Missing from Shipment
If you are missing an item, check My Account to verify that all of your items in the order have a status of Shipped. If the missing item in question has shipped check the tracking number for that item. Items may ship from different warehouses and will not arrive together.
Tracking says "Delivered" but item not received
Most packages arrive by the estimated delivery date listed in My Account (link opens in a new window). Occasionally, a carrier will scan a package as delivered before it arrives at the final destination. It may take an additional day or two for your package to be delivered.
If the package doesn't arrive within a day of the estimated delivery date:
Check with members of your household, neighbours, doormen, and the front desk to see if someone accepted delivery.
Look around your delivery area. Carriers try to leave packages in safe locations. Typical spots include under porches, under benches, back doors, and around garages.
Check your mailbox. Some smaller items are placed there.
Look for an attempted delivery notice. If the carrier feels it is unsafe to leave your package at your residence, the driver will leave an attempted delivery notice.