Frequently Asked Questions

About our Furniture

Where is your furniture produced?

Our pieces are produced by the top custom upholstery manufacturers in the North Carolina region. This area is known to be the world's premier source for high-quality furniture, thanks to strong traditions of craftsmanship that have been passed down through generations. Every one of our partners brings decades of expertise to the furniture making process.

How do you ensure a quality product?

We spent more than a year working closely with our factory partners to develop our furniture from the inside out–we've been a part of selecting every ingredient in our pieces, from frames to cushions to fabrics. We can say with confidence that our pieces are made at the quality standards we would want in our own homes, and we back this up with an industry-leading warranty.

When your piece is fully built at the factory, it goes through a rigorous inspection process to guarantee precise workmanship. Every piece isn't shipped until it's perfect.

Are your sofas comfortable?

Style and comfort are both critical requirements in our book, and we specifically created every Maiden Home sofa to satisfy both. Every sofa went through rigorous comfort testing with real users, of all shapes and sizes, at our headquarters here in NYC–so we're confident we've created styles that most people will find exceptionally comfortable.

A few style-specific 'comfort cues' that may help you choose your perfect sofa:

  • Carmine: Most supportive with a tight back and medium-firm seat cushion
    • Less Deep
    • Upright
    • Firmer Seat
  • Irving: Medium support; has an upright seat but loose back and seat cushions give it a cozy feel  
    • Medium Deep
    • Upright
    • Softer Seat
  • Ludlow: Very relaxed with a soft, deep seat and reclined back filled with plush fiber
    • Deeper
    • Reclined
    • Softer Seat
  • Sullivan: Most relaxed with a very deep seat and a down-filled bench cushion
    • Extra Deep
    • Upright
    • Softest Seat

We're so confident you'll love your sofa that we offer a return policy unheard of in custom furniture–you have 30 days to test out your piece; if you aren't completely satisfied, we'll pick it up and offer a refund, minus return shipping charges.

Is your furniture free of toxic chemicals?

We are proud to build our furniture free of flame retardants, formaldehyde or other harmful chemicals. In low-quality or imported upholstery, these chemicals are found inside foam cushions or applied to exterior fabric in order to avoid fungal growth during overseas shipping. By manufacturing our pieces domestically and choosing the highest quality, naturally based materials, we can guarantee our pieces are chemical-free. 

Our cushions are made with renewable, soy-based foam and have been certified by CertiPUR-US to be free of:

  • Ozone depleters
  • PBDEs, TDCPP or TCEP flame retardants
  • Mercury, lead, and other heavy metals
  • Formaldehyde
  • Phthalates regulated by the Consumer Product Safety Commission

Many of our fabrics are 100% natural and all are made without flame retardants or anti-fungal additives. Our Performance fabrics feature Crypton Home, a completely non-toxic treatment for stain resistance.

Lastly, we meet or exceed all national or state-level product safety standards, including CA TB 117-2013. 

Do you follow green manufacturing practices?

We work source sustainable materials wherever possible for our furniture. These include:

  • Frames made of responsibly sourced hardwoods meeting the standards of the Sustainable Forestry Initiative
  • Springs made of recycled steel
  • Cushions made with renewable, soy-based foam which partially replaces petroleum based ingredients
  • Water-based, low-VOC glues and stains used whenever possible

Our manufacturing partners are committed to eco-friendly manufacturing practices, including the use of CNC routers to maximize wood yield, and recycling within all facilities. 

Buying Furniture

Do you charge sales tax?

Orders shipped to New York, North Carolina and Virginia will be charged state sales tax.

When is my credit card charged?

Your card will be charged in full when you place your order.

Can I cancel or change my order?

When you order your custom piece, we immediately put it into production to ensure speedy turnaround time. Given that, we will charge the following fees for any cancellations or modifications received after order:

  • $300 for any sectional
  • $200 for any sofa
  • $100 for any chair

Do you offer a trade program?

Yes! We offer special benefits to members of the trade, including:

  • Exclusive pricing
  • Additional custom options (sizing, sectionals, COM)
  • Personalized service via a dedicated account manager
  • Invitations to special events and product previews

You may apply to our trade program here or contact us at trade@maidenhome.com for more information. 

Where can I can try the furniture in real life?

If you live in or around New York City, we'd love to have you visit our showroom to experience our collection live. Book an appointment to see us here

Can I provide my own fabric (COM)?

Most Maiden Home pieces can be made with COM (Customer's Own Material). This is a special benefit offered to members of the design trade. Contact us for more details and pricing at trade@maidenhome.com.

Caring for Furniture

How do I maintain my furniture?

Here are our tips to keep your piece looking its best:

  • Keep out of direct sunlight to avoid fading.
  • Vacuum monthly to remove dirt, dust and pet hair–these can cause fabric to wear faster.
  • Flip and rotate removable cushions twice monthly for even wear. When flipping, give them a good shake-down (beat them together from either end) to move fibers and feathers around and ensure even distribution.
  • Avoid contact with items that may transfer color (newspaper, brand-new jeans). 

If you experience a spill, attend to it as quickly as possible. Blot it with a dry, absorbent white cloth, then air dry. Don't rub or use water or household cleaning solvents. Spot clean with a mild, water-free solvent or dry cleaning product. Pretest a small, inconspicuous area before proceeding. Never remove cushions from their casings (even though they do have zippers!).

If your piece is heavily soiled, we recommend going the professional route for best results. When speaking with a professional cleaner, be sure to reference your fabric's cleaning code "S". Drop us a line and we can recommend someone in your area!

What should I know about your Performance fabrics?

Our Performance fabrics feature Crypton® Home, a state-of-the-art performance technology that offers remarkable resistance to stains as well as odors. Our performance fabrics repel liquids, and stains can be removed with soap and water.

You may spot clean our Performance fabrics with a solution of 1/4 tsp mild detergent (Tide, Woolite, etc) per 1 cup lukewarm water. Apply the cleaning solution using a misting spray bottle, then lightly scrub with a sponge. Allow the solution to soak into the fabric, then rinse thoroughly to remove all soap residues. Repeat as needed, then allow fabric to air dry.

How do I care for leather?

Leather is designed to be a very low maintenance material–when it comes to cleaning, less is more. You may dust periodically with a dry cloth, but otherwise enjoy the natural aging process of your leather.

Most surface scratches can be removed with the application of heat, as this moves the finishing wax back in place; simply rub the mark rapidly with your finger or point a hair dryer to the spot, then lightly rub. Avoid direct sunlight, which will fade leather over time. Never use harsh solvents or cleaners that are not specifically recommended for leather.

Shipping and Delivery

What will I pay for shipping?

Shipping and white glove delivery service is free with any furniture order. 

Where do you ship?

We currently ship to the lower 48 states, excluding Alaska and Hawaii.

How long will it take for my furniture to arrive?

You will receive your order in approximately 6 weeks of time of order. Note that turnaround times vary slightly based on location. 

After you place your order, look out for an email notifying you that your furniture is in production. This email will include an estimated ship date. You will receive another email when your order has shipped.

Shipping transit time is approximately 10-14 business days, depending on where you live. When your piece is ready for delivery, you'll receive a call from our local white glove agent to schedule a delivery date and time window that suits your schedule. 

If I order multiple pieces, will they be delivered at the same time?

Yes, all pieces from a single order will be delivered during the same delivery appointment. If you would like multiple orders delivered simultaneously, reach out to us and we'd be happy to accommodate this request.

How will my furniture be delivered?

All of our furniture is shipped via premium white glove delivery service. This service is included with every furniture order (no extra charges).

A two-person delivery team will arrive during your scheduled delivery date and time window, bring your furniture into your room of choice, unpack it and remove all packaging.

Are legs removable?

All Maiden Home pieces, with the exception of the Leroy and Downing chairs, have removable legs or bases to facilitate delivery into tight spaces. 

How should I prepare for delivery?

Ensure pathways to the room where you'd like your furniture placed are clear and easily accessible. Ensure the room is clear and ready for the new item. Be prepared to inspect your item upon delivery to ensure damage hasn't occurred in transit. 

What happens if I miss my delivery appointment?

Missing your delivery window may result in an up to 2 week delay in receiving your furniture. If you need to reschedule your appointment, contact us, or the delivery agent who called you, as far in advance of your scheduled appointment as possible.

What happens if my furniture arrives damaged?

After your delivery team has fully unpacked your furniture, do a full inspection to check for any damage that may have happened in transit. If you see anything suspicious, notify your delivery team, take as many photos as you can and note it on the delivery team's form. Call or email us right away and we'll help with next steps!

Returns

What is your return policy?

We're confident you'll fall in love with your furniture, but just in case you don't, we offer a return policy unheard of in custom furniture. Contact us within 30 days of delivery to return your furniture and we'll come pick it up. Unless it is damaged, soiled, or excessively used, we'll refund you the full amount of your purchase, minus these return shipping costs:

  • $300 for any sectional
  • $200 for any sofa
  • $100 for any chair

Please note:

  • We cannot accept returns on pieces that we are unable to deliver due to sizing/fit issues (i.e., sofa or chair cannot fit into home). 
  • All orders requiring extra customization (e.g. special sizing, configurations, COM) are final sale.

How do I initiate a return?

Please contact us at support@maidenhome.com within 30 days of receipt of your furniture. Please include as much information as possible regarding your reason for return.

Warranty

What is your warranty policy?

We guarantee our furniture is produced at the highest quality standards, and we back this up by an industry-leading warranty policy. Specifically:

  • Frames and spring systems are under warranty to be free from manufacturing defects for the life of the product.
  • Cushion cores are under warranty to be free from manufacturing defects and against the loss of foam resiliency for 5 years.

Please see our full Warranty policy

What do I do if I believe my product is defective?

If you suspect manufacturing defects, please contact us as soon as possible. We will hire a local specialist to examine your piece and determine the cause of the issue. Upon inspection, our specialist will repair the damaged or defective area at no cost to you. If we are unable to repair the piece, we will arrange a refund or exchange.