Shipping & Return

Once the order is complete and the final payment has been received, a member of our team will contact you to arrange delivery. Delivery fees are charged separately and will cover a single delivery at ground level during standard weekday hours.

If delivery access requires special arrangements (e.g., stairs, restricted entry, loading docks, lifts), these details must be provided in writing prior to dispatch. Failure to disclose such information may result in additional charges.

Should you be unable to accept delivery within 14 days of receiving notification of your order’s completion, the outstanding balance must still be paid. Storage fees may apply for uncollected goods.

For international furniture orders, please contact us before placing your order to confirm shipping availability and associated costs.

The typical production lead time for all made-to-order items is 10–12 weeks. Lead times may vary based on the complexity of the item or the volume of the order. A precise timeline will be provided upon order confirmation.

House of Massive makes every effort to meet the specified timelines. However, delays may occur due to unforeseen circumstances. Such delays do not constitute a breach of contract, and House of Massive will not be held liable for any resulting damages.

Please ensure someone is available to accept the delivery during the agreed time. If the delivery cannot be completed due to unavailability or incorrect address details, re-delivery fees may apply.

All items are carefully packaged to ensure they arrive in perfect condition. Sustainable materials are used whenever possible, reflecting our commitment to the environment.

For clients requiring specialized delivery services, we offer white-glove delivery. This includes unpacking, placement of the furniture in your desired location, and removal of all packaging materials. Additional fees apply for this service, and arrangements must be made in advance.

If delivery is delayed beyond 14 days from the first notification of completion, a storage fee will be charged. Storage will be calculated daily until the order is collected or dispatched.

At House of Massive, all our products are meticulously crafted to order, ensuring each piece is uniquely tailored to your specifications. Due to the custom nature of our work, we are unable to accept returns or exchanges based on change of mind or incorrect decisions. Each item is created to align perfectly with your vision and specifications, making it a truly exclusive addition to your space.

Our furniture is made from natural materials such as wood, which inherently display unique variations in color, grain, and texture. These variations are part of the material’s beauty and authenticity, and are not considered defects. We believe these individual characteristics add to the uniqueness and charm of each piece. Please note that the colors and finishes may slightly vary from the product images, as this is the natural attribute of the materials used.

We understand that sometimes plans change, and you may need to cancel your order. If you wish to cancel, please notify us within 24 hours of placing your order, ensuring that no production work has commenced. Cancellations within this time frame will be processed without penalty, and any deposit made will be refunded in full.

However, once production has started, we cannot accept cancellations. This also applies to rush orders that have already entered the production process. In such cases, we are unable to offer refunds or cancellations. We recommend you carefully consider your order before finalizing it.

In the rare event that your item is damaged during transit, please notify us within 24 hours of receiving the product. To facilitate the claims process, kindly provide photographic evidence of the damage and retain all packaging. We will collaborate closely with the shipping provider to resolve the issue as swiftly as possible.

Upon receiving your item, we kindly ask that you inspect it immediately. Any damage or defect must be reported within 24 hours of receipt. After this period, we are unable to accept claims regarding the condition of the item. We encourage prompt inspection to ensure a smooth process should any issues arise.

Due to the bespoke nature of our products, we cannot accept returns under the following circumstances:

In rare circumstances, should there be a significant manufacturing defect, we will address the issue in accordance with our legal obligations. We may offer to repair, replace, or refund the item at our discretion. This process will be handled with transparency and fairness, and we will work closely with you to find the best solution.

We strongly recommend that all products are used and cared for in accordance with the Care Form provided. Damage resulting from improper use, negligence, or failure to follow the care instructions will void any warranty or return claims. We are happy to assist you with any care guidance to help you preserve the beauty and longevity of your purchase.