We aim to ensure that the excitement of ordering Maker&Son furniture becomes the thrill of delivery, followed by the pleasure of ownership. White Gloves, pride in ownership and no quibbles are more than just words to us. Learn more by reading our policies here.
When the time comes for delivery of your Maker&Son furniture, we give as much care and attention to the arrival of your pieces, as went into the making of them. Our trusted delivery partners organise timing with you, and when they arrive, they carefully carry the items to the right room* and assemble as needed**. They will remove all packaging, and take it away with them for recycling when they leave.
We have standard delivery fees for our various pieces to be shipped across the contiguous 48 states.*** When you place your order, we’ll discuss any specific requirements and confirm costs at that stage. We are able to remove old furniture for you (dependent on COVID restrictions), but please let us know at the time of ordering so we can provide an estimate and information then.
*Of course, our delivery partner will reasonably endeavour to deliver items to the room of your choice. However the room must be accessible to two delivery people, either on the ground floor or via suitable stairs / elevator, and without the need for mechanical lifting equipment. If you see any potential issues with delivery due to access, building restrictions and regulations, please raise them at the point of order.
**Please understand that it is your responsibility to check the condition of the piece(s) delivered and to highlight any issues upon receipt with our delivery partner.
***Delivery to Alaska, Hawaii, Puerto Rico, and other US Territories will require special shipping arrangements to be discussed with our Customer Experience Team.
****Though many aspects of our daily lives are returning to normality, the effects of the pandemic are far-reaching and still prevalent in many vital global systems. Our suppliers and craftsmen continue to resolve issues involving delays in shipping, procurement of materials, and a backlog of orders currently in fulfilment.
Maker&Son are pleased to provide a thirty (30) year limited warranty on our Song, Marnie, and Otter ranges. Here are some fine details about how our guarantee works, but we also invite you to review our Terms and Conditions for absolute certainty.
While your Song, Marnie, and Otter frame is under warranty, we will repair or replace any part of it that is defective in material or workmanship. The decision to repair or replace a piece will be made at the discretion of Maker&Son.
Coil spring inserts are warranted against defects in materials and workmanship for a period of two (2) years.
Feather and Down Cushions: Feather and Down Cushions are warranted against defects in materials and workmanship for a period of three (3) years.
Fabric Coverings: Fabric coverings, other than Customer’s Own Material, are warranted for one (1) year against manufacturing defects, seam slippage, pilling (unless pilling is a natural characteristic), shrinkage, and nap loss.
For the first five (5) years after your purchase, Maker&Son will be responsible for the delivery cost of defective furniture residing the United Kingdom to and from our manufacturer. Starting Year Six (6) and continuing for the duration of the warranty, you will be responsible for the delivery cost of the furniture to and from the manufacturer. For those outside the United Kingdom, you will be fully responsible for the transportation to and from the factory, including any damage that could be caused.
This warranty does not cover fabric fading caused by stains from spills including but not limited to acids, solvents, dyes, ink, paint, other corrosive chemicals, bodily fluids, exposure to sunlight, bright light or extreme heat. Use of any aftermarket soil or leather protector not approved by Maker&Son in writing will void this warranty. Colorfastness and durability of Fabric Covering are also excluded from the warranty.
These guarantees do not cover fair wear and tear, neglect, abuse or misuse of your goods, loss or damage (including rusting and corrosion) due to unreasonable exposure to water, heat or weather; loss or damage due to fire, smoke, explosion, lightning, sunlight, infestation by animals or boring insects, damage by animals generally or theft, or accidental damage or loss caused by a third party
Limitations and Exclusions - For those outside the contiguous United States, you will be fully responsible for the transportation to and from the factory, including any damage that could be caused. This warranty only covers new furniture. New furniture is furniture purchased new from Maker&Son by the original purchaser. It excludes all furniture sold by an unauthorised Retailer, floor samples or furniture sold as “AS IS”.
Proof of Purchase and Warranty Start date: To make a warranty claim you must have the original purchase receipt or a copy thereof. This warranty commences on the date of delivery.
To initiate a warranty claim, a return, or report a product damaged in transit, please contact us at firstname.lastname@example.org
Please note that our 30 year frame guarantees cover only furniture in our Song, Marnie, and Otter ranges. Beds and other furniture ranges are excluded. For further information and detail please read our Terms & Conditions.
Unfortunately, the best laid plans sometimes go awry. In the event that you want to return your Maker&Son piece(s), we offer a no-quibble return policy within 14 days of delivery.
Please note, we cannot accept returns, cancellations, or provide refunds, of any products made using Customers Own Material or Bespoke orders, either before or after delivery. We generally put these orders into production within 24 hours of receipt of order confirmation, so any changes may incur additional fees, and return of such designs is not possible.
Should you wish to return your product, please reach out to your Sales Consultant within 14 days of delivery. Please note, there will be fees associated with collection and restocking, unless there was a fault with manufacturing. These include the original delivery fees*, return shipping, and a restocking fee of 20%. Your Sales Consultant will assist in making the necessary arrangements for the return of your piece(s).
An order that is cancelled during the production process will incur a cancellation fee as well as a restocking fee of 20%.
Please refer to Section 6 of our Terms & Conditions, for a detailed outline of our Returns Policy. If you wish to return anything, please contact your Sales Consultant in the first instance, otherwise please email email@example.com if you have any questions about our policies.
We are always happy to help.
*The regularly assessed delivery fee for your purchase will be assessed in the event of a return, even if that original delivery fee was reduced or waived at the time of your purchase.
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