Refund policy
All sales are final except items that arrive damaged or defective, which must be reported within 36 hours of delivery. Please read this policy before placing your order.
Inspecting your delivery & damage claims
Damage must be reported within 36 hours of delivery; after that we can't file a claim with the maker or the carrier.
1. Inspect at delivery. Check boxes before the driver leaves. If a box is crushed, torn or wet, write "damaged" on the delivery receipt before signing. For freight deliveries, inspect the item itself while the driver is present.
2. Keep all packaging. Don't discard boxes or packing material until the claim is resolved.
3. Take photos of the damaged item, the outer boxes (showing the label or SKU) and the packaging.
4. Contact us within 36 hours at marly@marlydesignstudio.com with your order number, delivery date, photos and a short description of the problem.
Once the claim is approved, we'll arrange a replacement, a repair or a refund; the remedy depends on the maker. We may ask you to return the item using a prepaid label we provide. Claims must come through Marly + Co; our makers do not handle claims directly with customers.
Returns & exchanges
All sales are final. We can't accept returns or exchanges for change of mind, color, size or fit. The only exception is items that arrive damaged or defective and are reported as described above.
Select home accents (marked "Returnable" on the product page): these can be returned within 30 days of delivery, unused and in original packaging. Contact us first for approval and return instructions.
• The customer pays return shipping and must provide a tracking number, or we can supply a prepaid label and deduct its cost from the refund.
• A 20% restocking fee is deducted from the refund.
• Original shipping charges are not refunded.
• Refunds are issued to the original payment method once the maker receives the item.
Select rugs (marked "Returnable" on the product page): these can be returned within 30 days of the ship date. Contact us first; every return needs a return authorization before it's sent back.
• A 15% restocking fee applies, except when the rug is defective or we shipped the wrong item.
• Rugs must come back clean, unused and properly wrapped. Rugs returned dirty, damaged or poorly packaged receive a partial refund, and rugs that can't be resold receive no refund.
• Returns take at least 2 weeks to process once the rug is received.
Order cancellations
Orders can be cancelled free of charge until they begin processing, so contact us as soon as possible.
• Once an order has started processing or has shipped, a cancellation is subject to a 20% restocking fee, where the maker allows cancellation at all.
• Freight deliveries refused at the door are treated as a cancellation: the 20% restocking fee applies, plus any return freight charges.
• Custom, made-to-order and special-order items can't be cancelled once ordered.
Warranty & product notes
• Furniture warranty: select furniture carries a 1-year manufacturer warranty against defects that develop with normal use. Damage present on arrival must still be reported within 36 hours; it isn't covered as a warranty claim later.
• Handmade pieces: many of our accessories are hand-molded, hand-painted or hand-finished. Variations in color, size and finish are part of their character and aren't considered defects.
• Art & rugs: colors may vary slightly from what you see on screen because of monitor settings and photography. Rug colors can also vary between dye lots, and product photos usually show one size (often 5' x 8'), so patterns scale differently in other sizes.
• Sets: items sold as a set ship and are returned as a complete set only.
Questions
Email us at marly@marlydesignstudio.com or send a message through the Contact Us page on our website. Please have your order number ready.