Returns & Exchanges
Every piece in our collection is built to last, and we want you to order with complete confidence. Here is how we handle returns, exchanges, and the rare occasion when something arrives less than perfect.
Our approach
A considered policy, fairly applied
Our sofas, beds, and armchairs are made in Italy with fine materials and careful craftsmanship, and many are produced specifically for you, in the configuration you select. That is what makes each piece yours. It is also why our policy is more conservative than you may find with mass-produced furniture.
In return, we promise to be clear before you order, attentive at delivery, and fair whenever something needs to be put right. This page is a summary. The full policy is available on our Refund Policy page.
Final sale
Made-to-order and custom-configured pieces
Sofas, sectionals, sofa beds, beds, and armchairs built to your specifications are generally final sale. Once production is under way, your piece exists for you alone, and we are unable to accept it back for a change of mind. If you need to cancel, please contact us as soon as possible, and our team will confirm what is possible at that stage.
For that reason, we encourage you to take your time. Visit the showroom to sit, touch, and compare. Confirm dimensions against your room and its access points, including doorways, elevators, and stairwells. Our Design Concierge is available in the showroom or virtually to help you choose with certainty.
Delivery concerns
Damaged or defective on arrival
Every order arrives with complimentary white glove delivery, and the delivery team unpacks and sets up each piece in your home. We ask that you look over your furniture while they are present and mention any concern before they leave.
If you discover transit damage or a manufacturing defect after delivery, please tell us promptly. Our team will review what you send and work with you toward a resolution, which may be a repair or a replacement, depending on what is appropriate. To help us move quickly, please include the following.
- Your order number and the name on the order
- Photographs of the affected area and of the piece as a whole
- Photographs of the packaging, if you still have it
- A brief description of the issue and when you noticed it
Case by case
Exchanges
We understand that a piece can feel different at home than it did in the showroom or on screen. Exchange requests are reviewed individually, taking into account the item, its condition, and whether it was made to order. Please reach out as soon as you know you would like to explore an exchange, and our team will tell you what is possible and what to expect.
Where an exchange is approved, we will ask that the piece be in the condition in which it was delivered. Our team will confirm the specific terms, including collection arrangements, before anything is scheduled.
Get in touch
How to start a request
The simplest way to begin is to contact us directly. Include your order number so we can locate your purchase and respond with everything in hand.
A member of our team will follow up and guide you through the next steps.
- Contact form on our website
- Phone or WhatsApp: (786) 709-9605
- In person at our showroom, 1470 NW 107th Ave, Doral, FL 33172
Good to know
Frequently asked questions
Can I return a sofa or bed I ordered in a custom configuration?
Custom-configured and made-to-order pieces are generally final sale. Each one is produced to your specifications, so we are unable to accept it back for a change of mind. If you have any doubts before ordering, our Design Concierge is glad to help you confirm the choice.
What should I do if my furniture arrives damaged?
Point out any concern to the delivery team while they are with you, then contact us promptly with photographs of the damage, your order number, and a short description. Our team will review your report and work with you on a resolution.
Can I cancel my order after it has been placed?
Please contact us as soon as possible. Whether a cancellation is possible depends on how far along your order is, and once a made-to-order piece has entered production it is generally not possible. Our team will confirm the status of your order and explain your options.
What if my piece will not fit through my door or elevator?
Please measure your access points before ordering, as made-to-order pieces generally cannot be returned for fit. Our Design Concierge can review your dimensions with you in advance, and our team is glad to answer access questions before your delivery.
Where can I read the full policy?
The complete terms are published on our Refund Policy page. If anything is unclear, we are happy to walk you through it by phone, WhatsApp, or in the showroom.