Return & Damage Policy
The short version
If a piece arrives damaged, defective, or simply isn't right, we make it right. No fight, no runaround, no restocking gotchas hidden in the fine print. Our customer service team is reachable at hello@emmagracehome.com or (336) 431-9929, 9am to 6pm Monday through Sunday.
If your piece arrives damaged
This is the situation that worries most furniture buyers, so here is exactly what happens:
- Note it at delivery. Our white-glove delivery partners are trained to flag visible damage with you on-site. If you see anything during unwrapping, mention it to the delivery team before they leave.
- Email us within 48 hours. Send a few photos of the damaged area and the packaging to hello@emmagracehome.com with your order number. Even a phone snapshot is enough. The 48-hour window is what our delivery insurance requires; we will tell you immediately if anything is needed.
- We confirm and resolve. Once we verify the claim, we arrange one of three resolutions at no cost to you: in-home repair where appropriate, full replacement, or refund. You do not pay for the damaged piece, the replacement, or the return pickup. We coordinate the logistics so you do not have to.
- Follow up. If the resolution takes more than a day to set up, we keep you in the loop directly until the replacement piece or refund is in hand.
This applies regardless of whether the damage happened in our warehouse, in transit, or during in-home placement. The piece arrived damaged. That is on us to fix.
Returns within 30 days
You have 30 days from delivery to return a piece that just is not the right fit, provided it is unused and in original packaging.
Furniture and oversized items: return shipping and pickup fees apply and are the responsibility of the customer. We coordinate the pickup; you do not need to find a freight carrier.
Parcel items: return at your cost via standard carrier.
Delivery and service charges on the original order are non-refundable.
Returned merchandise must be received in original condition and packaging. Items that show signs of use, damage from the buyer's side, or alteration may not be eligible for return.
Refunds are issued to the original form of payment once returned merchandise is received and inspected, typically within one week of arrival back at our warehouse.
What is not eligible for return
Custom, made-to-order, and special-order items are final sale. We say this on every applicable product page before you order so there is no surprise.
Variations in natural materials are not defects. Knots, nail holes, tonal variation, surface marks, grain shifts, patina differences, and small dimensional variation are part of what reclaimed timbers, salvaged hardware, and hand-finished pieces are. We describe these honestly on every product page. Returns based on this kind of character are not eligible.
If you are unsure whether a piece will work for your room, email us before you order. We will send additional photos, measurement clarifications, or an honest comparison to other pieces in the catalog. Better to slow the decision down than have a return that did not need to happen.
Order cancellations
Orders may be cancelled at no charge any time before the piece ships from our warehouse. Once shipped, the return policy above applies.
Custom, made-to-order, and special-order items cannot be cancelled once production has begun. We notify you of the production start date by email when you order so you have a clean window to change your mind.
Why our policy is written this way
Most furniture sites bury the bad news in tiny print and hope you never invoke any of it. We have tried to write this page so you know exactly what to expect before you order, what to do if something goes wrong, and what counts as final sale. If anything here is unclear, email hello@emmagracehome.com and we will rewrite the unclear part. We mean it.
Common questions about returns, damage claims, and natural material variation are also covered in our answers page.