Customer Support

 

Taxes

Applicable taxes are calculated based on customer’s geographic location. Taxes are already included on the Preorder items. * Please note this offer is only valid for the residences in California State, US.

 

Shipping and Delivery

Currently, the Website offers free of charge shipping to residences in Canada and/or California State, US (on selected items, specified on the product’s page). On average, items purchased will be queued for shipment within two (2) business days and will be shipped in accordance with third-party’s shipping terms. We will notify you by email (in accordance with our Privacy Policy) once your product is ready for shipping and the assigned tracking number, if available.

 

Preorder Items

Preorder items are shipped ONLY to residences in California State, US. Preorder items are processed for shipping two weeks after the order is received.

 

Returns and Exchanges

Merchandise purchased directly on the Website (excluding the external links, directing you to external merchants), can be exchanged or refunded based on following:

    1. Defective item will be exchanged within 30 days of delivery. In the instance when a refund is required, a full amount will be credited back to the original method of payment, upon receiving the item. Shipping costs and handling/drop ship charge are not refundable.
    2. Returns are accepted with following exceptions:

a. The product has its original package

b. Customer needs to pay for freight shipping back to our designated warehouse (LD)

c. Shipping cost and handling/drop ship charge are not refundable

3. Refunds and exchanges are not applicable on sale items.

 

When do you Receive a Refund?

Refunds are credited back to your original method of payment and can take up to 2-3 weeks. Usually, refunds are fully refunded in 3-5 business days after we receive and process your return.

 

Warranty

Products purchased on the Website (excluding the external links, directing you to external merchants) have a one-year limited warranty.

What is covered: We warrant the products to be free from defects in material or workmanship for a period of one year from the date of the original order processed through the Website. The word “defect” is defined as imperfections that impair the use of the product. Defects resulting from misuse, abuse or customer’s negligence will void this warranty.

What is not covered: This warranty does not cover commercial use, hardware, acts of nature, fire, freezing and abusive use. This warranty does not cover due to alteration or accidents. This warranty does not cover scratches, scuffs or other cosmetic damages that may result from normal use of the product.

 

Clean and Care

Our wood furniture is sourced in countries around the world. In order to reach a good quality and secure use of the product, our materials undergo a significant amount of manufacturing to ensure longevity and its friendly use. This is why it is important to perform correct cleaning and care activities to preserve product’s aging and grant longevity.

Please avoid using commercial cleaning products, the long-term effects of its chemical composition with the wood, air, and light might be very harmful and degrading to the product. We recommend a weekly cleaning using a clean soft cotton cloth that is lint-free. Use the cloth while it’s slightly moist so that any dust particles can easily adhere to it, but not drenching the wood. Make sure to wipe in the direction of wood grain, when applicable.

Please try to keep furniture out of direct sunlight. The ultraviolet rays of the sun can damage a finish and bleach the wood. Prolonged exposure to the sun can cause the furnishing’s finish to crack, overall making the furniture to look paler and uneven in its colouring. Upholstered fabric can undergo discoloration when exposed to direct sunlight. Upholstered products should be vacuumed weekly. Do not use strong chemicals, protective agents or detergents to clean the fabric; hand-wash when applicable.

 

Placing a Complaint Related to Orders

If you have a complaint against us or need any additional information or support in using the Website, please contact us by email at info@marketmaison.com.