Frequently asked questions

Lead times are shown on every product page and vary by piece:

• Small accessories (pillows, hardware, objects): 3 to 7 business days
• In stock: 2 to 4 weeks
• Made to order: 4 to 12 weeks, depending on the piece and the finish selected

Made-to-order pieces are produced specifically for you once your order is confirmed. Lead times are estimates provided by our workshops and can shift with material availability; we will contact you if one changes materially. Orders containing both in-stock and made-to-order pieces ship separately as each becomes available, at no extra charge. Full detail is in our Shipping Policy.

We will give you the estimated lead time for production and delivery. Many of our pieces are made to order, which means you choose the finishes and materials. If timing is a concern, we are happy to suggest similar pieces that are available sooner.

Often, yes. Custom sizing, COM and COL upholstery, and non-standard finishes are available on many pieces. Email info@maisonburgos.com with the piece and what you have in mind and we will quote it.

In-stock items can be cancelled any time before they ship. Made-to-order and custom pieces are made specifically for you by our artisans once your order is confirmed, so they cannot be cancelled, exchanged or refunded. To cancel an in-stock item, email support@maisonburgos.com with your order number.

Approved cancellations are refunded to the original payment method. Final Sale and Final Edition items cannot be cancelled or returned.

All major credit and debit cards, processed securely through Shopify Payments.

Applicable taxes are applied to orders shipped within New York State. For merchandise shipped outside New York State, you are responsible for any applicable sales or use tax.

Small parcel: by standard courier, at a flat rate by item:

• Pillows, throws, hardware and small accessories: $35 flat
• Mirrors, lamps & lighting, photography & decor: $139
• Small furniture: $259

Freight: large pieces ship by freight carrier, with charges tiered by size and value and shown at checkout before you pay. Standard freight is curbside or threshold delivery: the carrier brings your shipment to the entrance of your building or the end of your driveway, and you move it inside from there.

White glove: an optional upgrade on freight orders, selected at checkout. Standard freight is all you need if you ship to a receiving warehouse, as many trade clients do. White glove covers delivery into the room of your choice, unpacking, basic assembly and removal of packing materials. It does not include electrical work, wall mounting or removal of existing furniture.

Freight carriers call to schedule an appointment, so please make sure the phone number on your order is one you answer.

We ship within the lower 48 United States. We do not currently ship to Alaska, Hawaii, US territories, or P.O. and A.P.O. boxes. If you are elsewhere and would like to arrange delivery through your own freight forwarder, email support@maisonburgos.com before ordering.

Measure your doorways, hallways, stairwells and elevators. Dimensions for every piece are on the product page and in the downloadable tearsheet. If a piece cannot be brought into your space, the return is treated as a customer-initiated return and shipping charges are not refundable.

If your building requires a certificate of insurance, a loading dock reservation, or has restricted delivery hours, tell us when you order so we can brief the carrier.

Allow 2 to 3 business days for tracking to update; we often send it when the label is created, before the piece leaves the warehouse. Freight and white glove shipments are tracked through the carrier directly using the reference provided. Still stuck? Email support@maisonburgos.com.

Inspect every carton before signing the carrier’s delivery receipt. If you see damage to the packaging or the piece:

• Note the damage in writing on the delivery receipt before signing
• Photograph the packaging and the piece
• Email support@maisonburgos.com within 48 hours

Signing a clean delivery receipt confirms the shipment arrived in good condition and limits our ability to claim against the carrier on your behalf. If damage is only apparent once unpacked, keep all packing materials and notify us immediately so an inspection report can be raised. Please do not wait for a project to complete or a move to finish before inspecting.

In-stock items can be returned within 15 days of delivery. The refund covers the item only; original shipping charges are not refunded, and return shipping is paid by you. There is no restocking fee. Items must be returned in their original packaging; if that is unavailable, you are responsible for arranging equivalent packaging.

Made-to-order, custom, Final Sale and Final Edition pieces are not eligible for return. To start a return, email support@maisonburgos.com and we will issue instructions. Full terms are in our Refund Policy.

Yes. The Trade Program offers 15% off regularly priced items, custom and volume quoting, and dedicated support for designers, architects, developers and hospitality firms. Email trade@maisonburgos.com.