Returns on Furniture, Explained Plainly

Buying a sofa or a dining table online is a different kind of decision than buying almost anything else on the internet. You can't sit on it first. You can't run a hand along the grain before it arrives. And once it's in your home, it's not something you casually box back up the way you would a jumper that didn't fit.

So it's worth being straightforward about how returns actually work with large, handmade furniture — before you order, not after.

The short version

We don't accept change-of-mind returns, unless we've agreed otherwise in writing.

We do stand behind the piece if something's genuinely wrong with it: damaged, defective, incorrect, incomplete, or not what you ordered.

That's the whole policy in two sentences. Here's why it works this way, and what it means in practice.

Why we don't do change-of-mind returns

Standard furniture returns are expensive and impractical in a way that a lot of online retail simply isn't. Every piece we sell is large, often heavy, individually handcrafted, and shipped through specialist freight and delivery partners rather than a courier van. Collecting a sofa back from a customer's home, transporting it, inspecting it, and restocking it is a genuinely different logistical process than a small parcel return — and building that cost into every order would mean higher prices for everyone, on pieces most people are perfectly happy with.

So instead, we ask you to check the details carefully before ordering: dimensions, colour and finish, materials, your delivery address, and — importantly — whether the piece will actually fit through your doorways, hallways and stairs. (Our guide to measuring for delivery covers exactly how.) If you're unsure about anything before you buy, email us at support@mercerandgray.com. That conversation costs nothing and can save a lot of hassle later.

What is covered

If your item arrives damaged, defective, incorrect, incomplete, or with parts missing, we want to hear from you — and we'll work with our fulfilment partner to put it right, whether that's replacement parts, a repair, a replacement item, or a refund once the situation has been reviewed.

A few things matter for this to go smoothly:

Report it within 24 hours of delivery. This is a firm window, because our carriers and fulfilment partners need prompt evidence to investigate a claim properly.
Send clear photos or video of the issue, the packaging, and the shipping label, along with your order number.
Keep the packaging. Don't discard boxes or protective materials until your claim has been resolved — a return or replacement may need them.
Don't send anything back without approval first. Get in touch, get the go-ahead, and we'll give you clear instructions. Items returned without approval may not be eligible for a refund.

If something's approved for return, collection is usually arranged from the original delivery address, so hold onto the piece where it was delivered until that's settled.

What isn't covered

A few situations fall outside the returns policy, because they're not faults — they're either part of how solid wood furniture works, or things within the buyer's control before ordering:

Not liking the colour, grain, tone or natural variation once it arrives
The item not fitting your space
Expecting it to look identical to the product photo (more on that in our piece on wood variation)
Ordering the wrong item, size, or finish
Refusing delivery for a reason unrelated to genuine damage or fault
Being unavailable to receive delivery or providing an incorrect address

Custom, bespoke and made-to-order pieces, along with clearance and final-sale items, are generally non-returnable for the same reason — they're made or allocated specifically for your order.

For the full legal terms, see our Refund Policy.

Refund timing

Once a return or claim is approved and resolved, refunds go back to your original payment method. Allow around 5 business days for it to appear in your account, though your bank or card provider's own processing time can add to that.

The honest takeaway

The best way to avoid ever needing this policy is the least exciting advice we can give: measure carefully, read the product description properly, and ask us questions before you order if anything's unclear. We'd genuinely rather spend ten minutes answering a question by email than have you unpack a piece that isn't right for your space. Solid wood furniture is a long-term purchase, and we want the start of that relationship to feel as solid as the piece itself.