Frequently Asked Questions

Welcome to our help center. We have compiled answers to the most common questions our customers ask about our handcrafted solid wood furniture, ordering, shipping across the United States, financing, and product care. If you need further assistance, our 24/7 AI Support Assistant is available in the bottom right corner of your screen, or you can reach our team directly through our contact page. To find out more take a look at Ordering and Shipping.

 Do you offer shipping across the United States? 

Yes, we provide complimentary standard shipping across the 48 contiguous United States. Orders are dispatched from our fulfillment facilities located in New Jersey and California. For customers located in Alaska or Hawaii, shipping is available subject to additional delivery surcharges and custom freight quotes. We kindly ask customers in Alaska and Hawaii to reach out through our contact page before placing an order online so we can provide an accurate freight cost. We do normally have good stock levels, however very occasionally we may be out of stock and if that's the case the lead time for production and delivery can be anywhere between 8 to 16 weeks. We will contact you upon purchase if this is the case to confirm you are happy to wait, get a refund, or we can check stock levels on similar products and offer a refund or additional amount to pay depending on the cost of the product.

 Can I return an item if I simply changed my mind? 

Because our items ship directly from specialized distribution centers, we cannot accept returns for buyer’s remorse, incorrect sizing, or change of preference. Please carefully review all dimensions, material specifications, and colorways prior to placing your order.

 How can I track the delivery of my furniture order? 

Once your handcrafted order is processed and dispatched from our fulfillment center, you will receive tracking details via email and text message. Please allow up to 2 business days for tracking details to be generated (orders placed over the weekend will be processed on Monday or Tuesday). Estimated delivery times typically range from 3 to 7 days, depending on your destination state. If you have any questions, you can reach our customer care team here.

 Can I cancel or modify my order after placing it? 

Standard in stock orders can be canceled or modified if the request is submitted before warehouse processing and dispatch begin. Once an order enters dispatch or custom artisan manufacturing, it becomes non cancellable. You can read full details on our terms and conditions page. To find out more take a look at Returns and Refunds.

 What is your return policy? 

Leather and Down operates under a final sale model and does not offer change of mind returns. However, we accept a 30 day return window if an item arrives damaged or with verifiable manufacturing defects, provided the claim is reported within 14 days of delivery with required photo evidence. You can review full guidelines on our returns and refunds page.

 How do I report transit damage or a missing part? 

Please notify our customer care team in writing within two business days of delivery via our contact page. You must include your order number, clear photographs of the product issue, and photos of the outer shipping packaging and labels prior to any assembly.

 How does Afterpay work? 

Afterpay allows you to split your furniture purchase into four equal, interest free payments payable every two weeks. Your order is processed for dispatch immediately upon your first installment approval at checkout. Learn more on our finance page.

 Will using Afterpay affect my refund if I return an item? 

No. If an item is approved for return under our damage or defect policy, we process the refund directly to your Afterpay account, cancelling future scheduled payments and refunding completed installments back to your card.

 What makes solid mango wood furniture special? 

Every piece is crafted from genuine solid Indian mango wood harvested sustainably as an agricultural fruit farming byproduct after trees complete their primary fruit bearing lifespan. This ensures zero deforestation, high structural density, and unique organic grain patterns. You can learn more about our materials on our story page.

 How do I care for my solid wood and leather furniture? 

Maintain indoor humidity between 35 and 55 percent, keep pieces away from direct heat sources and active HVAC vents, leave a 25 mm gap against walls for airflow, and nourish unpainted timber with natural beeswax polish twice a year. Read our complete maintenance steps on our aftercare guide page.

 Can I request physical material swatches? 

Yes, we encourage you to request physical wood finish blocks and full grain leather swatches to evaluate colors and textures directly in your space before making your final selection. Reach out through our contact page to request swatches.

 Ordering & Shipping 

  • What are the standard delivery lead times? In-stock items ship within 3 to 7 business days from our NJ or CA facilities. Custom and bespoke orders take 8 to 16 weeks depending on production and transit schedules.
  • How do I track my delivery? Tracking information is sent via email and text message upon warehouse dispatch, followed by direct scheduling contact from the white-glove carrier. If you have any questions, please reach out via our contact page.
  • Is shipping free to Alaska and Hawaii? Free shipping applies only to the 48 contiguous states. Shipping to AK, HI, and territories requires a custom quote prior to ordering.

 Product Craftsmanship & Materials 

  • What materials are used in construction? Our materials are responsibly and ethically sourced and viewable online, including:
  • Solid Indian Mango Wood: 100% zero-deforestation timber (Janka rating ~1,070 lbf) and oak-toned hardwoods, all certified under Vriksh standards.
  • Genuine Leather: Sourced exclusively from water buffalo that have naturally passed away.
  • Bone Inlay Materials: Sourced ethically from animals that have naturally passed away.
  • Bouclé Cotton: Handmade from 100% genuine cotton.
  • Are synthetic composite boards used? No particleboard, MDF, or synthetic laminates are used in structural framing.

 Bespoke Orders 

  • Can standard catalog items be modified? Yes, dimensions, wood stains, hardware, and fabrics can be customized on existing models.
  • What is the turnaround for custom orders? Bespoke orders require 8 to 16 weeks. Inquiry responses are provided within 2 business days. Learn more on our bespoke customization page.

 What if my purchase goes beyond 16 weeks delivery? 

Yes, while rare, ongoing global conflicts or severe force majeure events can severely impact international shipping routes and logistics, which may occasionally extend the standard 16-week delivery timeframe due to circumstances beyond our control. If delivery extends beyond 16 weeks, customers can reach out via our contact page to discuss a mutually agreed-upon resolution, such as a discount.

 Do your products come with a warranty? 

We do not offer an extended or long-term manufacturer warranty on our furniture. Because our pieces are handcrafted from authentic solid woods, natural variations in grain, texture, and character are normal and expected. However, we guarantee that your order will arrive in excellent structural condition, free of transit damage and manufacturing defects.

 What is NOT covered under transit and defect protection? 

Our arrival guarantee does not cover:

  • Normal wear and tear over time
  • Accidental damage, stains, or chips occurring after safe delivery
  • Environmental exposure (such as wood expansion, cracking, or fading due to direct sunlight, high heat, dry air, or humidity)
  • Unauthorized modifications or repairs made without our prior written consent
  • Commercial use of residential pieces

 How will my furniture be delivered? 

Smaller items ship via standard ground carriers (FedEx, UPS) to your doorstep.

Large or heavy items ship via LTL freight. The freight carrier will contact you to schedule an appointment, and delivery is curbside/threshold only (to the first dry area outside your entrance). An adult signature is required upon receipt.

 What if I miss my scheduled delivery? 

If a scheduled delivery appointment is missed, any re-delivery fees assessed by the carrier must be covered by the customer. If the carrier cannot reach you within 15 days, the shipment may be marked as abandoned and will not be eligible for a refund.

 Package Security & Stolen Parcels 

Leather & Down disclaims liability once a tracking number shows "Delivered".

  • What happens if my tracking says delivered, but I cannot find the box? We are not responsible for packages that are stolen or lost after being scanned as "Delivered" by the courier. Please provide a secure delivery address and follow tracking closely. If an item goes missing after confirmed delivery, you will need to file a claim with our contact our care team.

 Shipping Boxes & Return Proof Requirements 

If a customer discards the packaging, Leather & Down will reject replacement or defect claims.

  • Can I throw away the packaging after opening the item? Do not discard original boxes or internal packaging. In the rare event of damage or a defect, our warehouse partner requires photos of the outer carton and the manufacturing bar-code label to approve parts or a replacement. Discarding the original box will void claim eligibility.

 Natural Wood Characteristics vs. Defects 

Because Leather & Down produces handcrafted solid wood pieces (like mango, acacia, and sheesham), setting expectations on rustic finishes prevents chargebacks.

  • Are color variations, knots, and slight imperfections considered defects? No. Our wooden furniture is individually handcrafted from genuine solid timber. Natural color variations, distinct wood grain patterns, minor distressing, and small hairline splits are intentional hallmarks of artisanal woodcraft and are not considered manufacturing defects.


Multi-Box & Split Shipments

Orders containing multiple items or two-part furniture pieces often arrive separately.

  • I ordered multiple items. Will they arrive together? Not always. Depending on warehouse availability, weight, and carrier routing, items in the same order may ship in separate boxes or via different carriers. You will receive separate tracking links for each parcel dispatched.