Before you order
Order info, shipping & returns
This page covers the things that are specific to handmade, made-to-order furniture. For delivery methods, charges and timings see our Shipping Policy; for returns and damage claims see our Refund Policy. Questions about an order, a delivery or a return? Email support@maisonburgos.com.
Handmade pieces
What to expect
Colour & fabric
We strive to represent colours as accurately as possible, but what you see on screen may not be a faithful reproduction of the finished piece. Variation arises from display calibration, lighting conditions and dye lot differences.
Colours vary between production lots, and two products sharing a colour name may not match. We recommend requesting a fabric cutting before ordering.
Natural stone
Marble, travertine and terrazzo are products of nature, with unique variation in colour, pattern, texture and veining. These characteristics are inherent to the material. Ordering a stone piece means accepting that yours will differ from the one photographed.
One-of-a-kind pieces
Many pieces are artisan crafted and hand-finished, so variation is expected and no two are exactly alike. Images on this site and pieces shown in galleries may differ from the one you receive.
Made-to-order pieces
Made-to-order pieces go into production against your specification once the order is confirmed. From that point they cannot be changed, cancelled, returned or refunded. Cancellation windows are set out in our Refund Policy.
For the trade
COM / COL upholstery
We offer COM (customer’s own material) and COL (customer’s own leather) on most upholstered designs for trade customers. On these orders the production lead time starts when the material arrives at the factory, not when the order is placed.
Factory closures: European furniture workshops close during August and over the December holidays. Orders placed either side of those periods should allow additional lead time.
Freight & white glove
Preparing for delivery
The carrier will call to arrange a date and confirm the appointment window. Tell them then about anything that affects access: a narrow road or driveway that needs a smaller truck, restricted delivery hours, gated entry, a certificate of insurance for a high-rise or condominium, or a service elevator reservation. Special requirements such as multiple flights of stairs may carry an extra charge.
Before the delivery team arrives:
- Clear the space where the piece will be placed
- Secure low-hanging light fixtures
- Set any rugs in place
- Protect floors, furniture and entryways
- Move pets to a separate room
Delivery teams are not permitted to move your existing furniture, handle electrical work, or remove doors from their hinges.
It is your responsibility to confirm that a piece will fit through every access point (doorways, stairwells, hallways, elevators and corners) into its intended position. Dimensions are on every product page and in the tearsheet. If the delivery cannot be completed, you are responsible for re-delivery and storage charges.
An adult of 18 or over must be present for the delivery window to accept, inspect and sign for the shipment. Note any damage in writing on the delivery receipt before signing, photograph it, and email support@maisonburgos.com within 48 hours.
Media room
