Returns & delivery terms

Effective September 7, 2026

Delivery · Inspecting your delivery · Damage & defects · Cancellations · Returns · Non-returnable brands & items · What you will pay if… · Warranty · Contact

Delivery

We currently deliver within California. Pieces ship directly from the maker's warehouse to you; larger items travel by freight carrier and smaller décor by parcel. Delivery charges are calculated at checkout from the pieces in your order and the delivery address, and are shown before you pay.

Standard freight delivery is curbside or to the first dry, ground-level area of your home. The carrier will call ahead to schedule a delivery window, and an adult must be present to receive, inspect, and sign for the shipment. Unless you have purchased white-glove service, delivery does not include carrying pieces up stairs, unpacking, assembly, or removal of packaging.

Where available, white-glove delivery (placement in the room of your choice, unpacking, light assembly, and debris removal) can be arranged for an additional charge, quoted when we confirm your order. Access constraints such as narrow stairways, elevators, gated communities, long carries, unpaved roads, or limited truck access must be disclosed to us at the time of ordering. Carriers may charge for redelivery or decline to deliver where access is unsafe or undisclosed, and some carriers do not serve certain addresses at all. Any resulting charges are the customer's responsibility.

Lead times vary by maker. In-stock pieces typically ship within one to three weeks of order confirmation. Made-to-order upholstery, including all Mitchell Gold + Bob Williams pieces, is built after you order and typically ships in six to eight weeks or longer. Framed and canvas art is also produced to order. Every delivery date we give is an estimate, not a guarantee, and delays caused by the maker, the carrier, or weather do not entitle you to cancel or to a refund.

Inspecting your delivery

This is the most important part of this page. Carriers and makers only honor damage claims that are documented at the moment of delivery, and their own deadlines are extremely short. If the delivery is not documented correctly, no claim can be filed and we will be unable to help, however genuine the damage.

• Before signing, photograph every carton on all sides, including the shipping labels, even if they look perfect.
• Open the cartons and inspect the piece while the driver is present. If the driver will not wait, write "driver would not wait for inspection" on the receipt before signing.
• If anything is torn, crushed, dented, scratched, or wet, write it on the delivery receipt ("2 cartons crushed", "leg broken") before you sign. A signature with no notes tells the carrier everything arrived perfectly, and "subject to inspection" is not accepted.
• If a piece is destroyed, you may refuse that piece only; write the refusal and the reason on the receipt and contact us the same day. A refusal without documented damage is treated as a customer return (see what you will pay).
• Keep every piece of packaging, inner and outer, until we confirm your delivery is closed.

Damage & defects

Deadline

Shipping damage, concealed damage discovered on unpacking, manufacturer defects, and wrong or missing items must be reported to team@langhamproperties.com within 24 hours of delivery. This deadline is fixed because it is the tightest window our makers allow us; reports received after 24 hours cannot be filed with the maker or carrier, and we will not be able to offer a repair, replacement, or refund.

What your report must include

• Your order number and a short description of the problem.
• Clear photos of the damage or defect, close up.
• Photos of the entire piece, from the front and from each side.
• Photos of every side of every carton and all inner packaging, including the shipping labels.
• A photo of the signed delivery receipt showing your damage notes.

Keep all packaging until the claim is closed; the carrier may need to inspect it or collect the piece. Do not assemble, install, use, or move the piece to another address. A report missing any of the photos above, a delivery receipt signed without a damage note, or packaging that has been discarded voids the claim.

Remedy

Once the maker or carrier verifies the claim, we will, at our and the maker's discretion, repair the piece, ship a replacement part, replace the piece, or refund it. A verified claim does not entitle you to choose a refund; a refund is issued only where the maker cannot repair or replace. Where the maker requires the damaged piece back, we will arrange the pickup and the packaging must be complete. Replacement lead times follow the maker's normal production schedule.

If the maker or carrier inspects the piece and finds the damage was caused after delivery, during assembly, or by use, the claim is declined and any freight incurred is charged to the customer.

What is not a defect

These are largely natural, hand-finished products. Variation in wood grain and knots, stone veining, leather markings and color, the pattern and pile of hand-knotted and hand-tufted rugs, hand-applied finishes on ceramics, glass, and metal, and print variation in art reproductions are characteristics of the piece, not defects. Colors on a screen differ from the finished piece and are not grounds for a claim. Published dimensions are nominal and may vary by a small amount. Slight odor from new upholstery, foam, or packing materials dissipates and is not a defect.

Cancellations

We place your order with the maker promptly after payment, usually within about two hours during business hours. You may ask to cancel before we have placed it, by emailing your order number, and we will do so on a best-effort basis. We cannot guarantee we will reach the order before the maker does.

Once an order has been placed with the maker, it cannot be cancelled. If a maker agrees to cancel an already-placed order as a courtesy, the maker's cancellation or restocking fee (typically 20 to 35 percent of the item price), any freight already incurred, and our payment-processing costs are deducted from any refund. Made-to-order, custom, and art orders can never be cancelled once placed, at any stage.

Approved refunds go to the original payment method; bank-transfer payments are refunded once the transfer has settled.

Returns

All sales are final. We do not accept returns or exchanges, and do not offer refunds, for a change of mind, for a piece that does not fit the space or through the door, for a color, finish, texture, or scale that differs from what you expected, or for comfort. Pieces are not sold with a trial period. This is disclosed on every product page and again before you place your order.

Because you cannot return a piece, please confirm the dimensions, finish, and configuration before you buy. Before you order, we are happy to send additional photographs, exact measurements, and any information we have from the maker. After you order, that information does not change the terms.

Any piece that comes back to the maker outside a verified damage claim, including a refused delivery without documented damage, is treated as a customer return at the customer's expense, as described under what you will pay. Refunds on such returns, if any, are issued only after the maker has received and inspected the piece, and may be zero.

Non-returnable brands & items

For clarity, the following are non-returnable and non-cancellable from the moment your order is placed with the maker. They may only be replaced or repaired under a verified damage claim reported within 24 hours.

• Sunpan: every item.
• Moe's Home: every item.
• Wendover Art: all art, prints, canvases, and mirrors. Wendover pieces are made to order and are non-cancellable the moment the order is accepted.
• Mitchell Gold + Bob Williams: all made-to-order upholstery and anything in a customer-selected fabric, leather, finish, or customer's own material (COM).
• Loloi: pillows, throws, poufs, wall art, and any rug cut or made to a custom size.
• All made-to-order, custom, and special-configuration items from any maker, including Surya and Global Views custom and craft-by-size pieces.
• Clearance, sale, floor-model, and final-sale items.
• Anything that has been assembled, installed, used, or removed from its original packaging.

Made-to-order pieces require payment in full at checkout. We confirm the configuration with you before placing the order; please review it carefully, as the maker will build exactly what is confirmed and cannot change it afterward.

What you will pay if…

You change your mind

No refund. The order stands and the piece is delivered as ordered. If you decline to accept it, see refused delivery below.

You cancel after we have placed the order

No cancellation is available. If the maker agrees to cancel as a courtesy, you pay the maker's cancellation or restocking fee (typically 20 to 35 percent), any freight already incurred, and payment-processing costs; the balance, if any, is refunded. Made-to-order, custom, and art orders are never cancelled and are charged in full.

Your delivery is refused, fails, or cannot be completed

If a delivery is refused without documented damage, or cannot be completed because no adult was present, the address was wrong, access was restricted or undisclosed, or the piece would not fit, you pay the carrier's redelivery attempt, any storage charges while the piece waits, and any missed-appointment fee. If the piece is sent back to the maker instead, the amount refunded to you, if any, is the item price minus the outbound freight, the return freight, and the maker's restocking fee (up to 25 to 35 percent). For many pieces these deductions exceed the item price and the refund is zero. Non-returnable brands and items listed above are not refunded at all.

You report damage after 24 hours

The claim cannot be filed with the maker or carrier and no repair, replacement, or refund is available. The same applies to a claim reported on time but without the required photos, without a damage note on the delivery receipt, or after the packaging has been discarded.

Your claim is verified within 24 hours

Nothing. We handle the claim, and the repair, part, replacement, or refund is provided at no cost to you. This is the only situation in which you do not bear the cost.

Warranty

We do not offer a warranty of our own. Pieces carry the maker's limited warranty against defects in materials and workmanship, if any, on the maker's terms, which typically cover one year of normal residential use and exclude wear, fading, moisture, misuse, commercial use, and alterations. If you believe a defect has appeared after the 24-hour delivery window, send us photos and your order number; we will forward the claim to the maker, who decides the outcome. Freight for any warranty repair or replacement is handled on the maker's terms and may be charged to the customer.

Pricing, tax, and payment

Prices are in U.S. dollars and may change without notice; the price at the time of your order applies. California sales tax is calculated at checkout based on the delivery address. Payment is taken in full at checkout by card, digital wallet, or bank transfer (bank transfers receive the discount shown at checkout and take 1–4 business days to clear; we place your order with the maker once payment has cleared). If we discover a pricing or availability error after you order, we will contact you and you may cancel for a full refund.

Trade & staging clients

Interior designers, real-estate professionals, and staging clients purchasing under a separate written agreement are governed by that agreement where it differs from these terms.

Limitations

To the fullest extent permitted by law, our liability for any order is limited to the amount you paid for it, and we are not liable for indirect or consequential losses, including delay. Nothing on this page limits rights you have under California law that cannot be waived. These terms are governed by the laws of the State of California; any dispute will be brought in Monterey County.

Contact

Salt & Cypress Staging · Carmel-by-the-Sea, California
(831) 877-3244 · team@langhamproperties.com
Order status: saltandcypressstaging.com/order-status