Because our solid wood and leather collections are handcrafted and made to order, Leather & Down operates under a strict final sale policy. We do not offer change-of-mind returns, exchanges, cancellations, or trial periods once processing and artisan production have commenced or after an item has been delivered. Once processing or artisan handcrafting commences, significant time, labor, and materials are dedicated to completing your order. Additionally, because our furniture arrives largely pre-assembled (requiring only simple leg attachment), storing returned items occupies substantial warehouse space needed for our evolving stock rotation, making change-of-mind returns unfeasible. All sales are final.

However, we provide a 30-day return window if your item arrives damaged, defective, or with missing components. Full return support, professional repair, replacement parts, or complete refunds are guaranteed if transit damage, verifiable manufacturing defects, or verified pest infestation are reported within this 30-day window following delivery.

If you selected Afterpay at checkout, your financial agreement remains active during order processing. In the event an item is approved for return under our 30-day damage or defect policy, the refund is issued directly to your Afterpay account. This automatically cancels any future scheduled installments and refunds all completed payments back to your original payment card according to Afterpay guidelines. To learn more about installment options, visit our Finance page.

To begin a claim, please reach out directly through our contact page. To help our team review and resolve your claim efficiently, please observe the following notification windows upon delivery:

• Transit Damage & Defects: Report damage or defects within a 14-day photo evidence window following delivery.
• Missing Components: Report missing hardware or parts within 2 business days of delivery for immediate dispatch.
• Lost Package Claims: Notify us within 5 days if tracking information shows no progress.
• Pest Infestation Coverage: Full protection and return coverage are extended for 90 calendar days following delivery.

All claims must include your order number, product details, a brief summary of the issue, and clear photo or video documentation showing the affected product alongside the original outer packaging and shipping labels prior to assembly. You must retain all outer boxes and shipping materials so courier insurer assessments can be completed accurately. Assembling or modifying the product prior to inspection voids return eligibility.

If a scheduled delivery attempt fails due to customer absence, inaccurate delivery details, or restricted site access, our freight carrier will make reasonable efforts to reschedule. Any failed delivery attempt occurring for these reasons will incur additional redelivery fees ranging from $25.00 to $200.00 depending on item size and region, as well as applicable warehouse storage charges, all of which must be fully settled before final release and delivery of the order.

What is your return policy?

Leather & Down operates under a strict final sale model and does not accept change-of-mind returns, cancellations, or exchanges once processing or artisan production begins, due to dedicated labor, materials, and warehouse storage constraints for pre-assembled furniture. However, a 30-day return policy is provided if an item arrives damaged, defective, or with missing parts.

How do I report transit damage, manufacturing defects, or missing components?

Customers should contact support via our contact page within 14 calendar days of delivery for damage or defects, or within 2 business days for missing hardware. Claims require your order details, a description of the issue, and clear photos of the affected product and original outer shipping packaging and labels prior to assembly.

What happens if a delivery attempt fails?

If a delivery attempt fails due to customer absence, inaccurate delivery information, or restricted site access, a re-delivery fee ranging from $25.00 to $200.00 (depending on shipment size and weight) plus applicable warehouse storage fees will apply and must be settled prior to re-dispatch.

How are refunds handled if I used Afterpay financing?

Approved refunds under the 30-day damage or defect policy are credited directly back to your Afterpay account, which automatically cancels remaining scheduled payments and refunds completed installments according to Afterpay policies.

What coverage is provided for pest infestations?

Full coverage is provided for 90 calendar days post-delivery. Claims must be submitted via our contact page with photo or video proof for verification, after which free collection and a full replacement or refund will be arranged.