Because each piece is built specifically for you — often to custom dimensions, in the wood and finish you've chosen — made-to-order furniture works a little differently from store-bought furniture.
Changes to an order
We're happy to accommodate changes before work begins. Once materials have been prepared or construction has started, changes may not be possible, or may affect the price and lead time. We'll always confirm any change with you in writing before proceeding.
[Owner to confirm: the point at which an order can no longer be changed — for example, once materials are cut.]
Cancellations
- Before work begins: orders may be cancelled by contacting us. [Owner to confirm: whether any fee applies.]
- After work begins: because materials have been cut and labor committed to your piece, cancellations may not be accepted, or may be subject to a charge for work completed and materials used.
Deposits
[Owner to confirm, if deposits are introduced: the deposit amount, when it is due, and whether and when it is refundable.]
Returns
Standard pieces and custom pieces are made to order and are generally not returnable, except as described under our Furniture Warranty or when an item arrives damaged (see Shipping & Delivery).
[Owner to confirm: whether any return window applies to standard, non-custom pieces, and any restocking or return-delivery fees.]
Natural variation is not a defect
Grain, knots, color variation, mineral streaks and seasonal wood movement are natural characteristics of solid wood and are not grounds for a return. Learn more about natural wood characteristics.
Questions
If something isn't right with your piece, please contact us. We'd much rather fix a problem than leave you unhappy with your furniture.
Last updated September 28, 2026