SHIPPING & RETURNS
We aim to deliver your order to you within 2 to 5 working days, from the date of purchased (excluding Holidays and Sundays) provided that the address is complete and the receiver is available to receive the package on the first delivery attempt. If the address is incomplete or the receiver is unavailable to receive the package, this will delay the delivery. Natural occurrences may also affect the expected delivery time.
Receiver has to provide his signature as an approval of receiving the order, together with his photo Identification.
If you won't be around to personally receive your order, please write a short authorization letter stating the name of the person who will be receiving your order and will need him to present this, along with his valid ID, and copy of your ID to the rider.
Free Shipping will adhere to FREE Shipping guidelines. Please take note that some products are not included in FREE Shipping promotion/offer. Please click the Free Shipping icon for complete details.
A maximum of two delivery attempts will be made by the courier agency. Shipping cost will be shouldered by the buyer/receiver after the two unsuccessful delivery attempts. No Redirection or Change of Address will be entertained once order is dispatched.
On dispatch, an Airway Bill (AWB) / Tracking No. generated will be e-mailed to your registered email address.
If you’re not totally satisfied with your purchase you can return new and unopened products within 365 days, together with your proof of purchase, for a full refund. You may also return open products within 180 days, with your proof of purchase, for a full refund.
We are unable to refund or exchange your items if your merchandise is found to be modified from its original form when purchased, dirty, stained, or damaged.
Removal and Pick-up services at customers’ homes vary by market. If the Pick-up service is available in your area, please bring your product to your covered porch, garage or doorstep.
You must have your receipt and valid government issued photo ID in order to return or exchange your product. Information from your ID will be retained in a company-wide database to be used only for authorizing returns.
Refunds will be made in the same form of payment originally used to make the purchase.
Only the net purchase price as shown on receipt will be refunded. Returns are not accepted at the Planning Studio. Customers whose closest location is Queens, please address your return to Brooklyn.
Mattress purchases may be exchanged for another mattress one time within 90 days.
Promotional Terms & Conditions: When a promotional item included in the original transaction is not returned, the value of the promotional item will be deducted from the refund amount.
Updated 11/2/2020: U.S. will not be participating in the global Buy Back program at this time. Please hold on to, or find other ways to donate, sell or recycle, your used furniture at this time.