FAQ

please contact our Customer Experience team (service@moooihome.com).

You can visit our Returns, Refunds & Claims page here for full details on Damaged or Defective Items.

Upon placing your order you will receive a confirmation email with the estimated order lead time. Once your order has been set up for shipment you will receive a shipment notification email that will contain the carrier tracking information with an ETA for delivery. The carrier will reach out to schedule delivery via phone or email, with the exception of small parcel carriers such as UPS. If you have not received our emails you you may need to check your spam or promotions folder.

You can also log into your account* and view the "orders" page to check your order status.

If your delivery date has passed and you have not received your order; you can log into your account and you will find a tracking message with all the contact information for the freight company, this is also emailed to you as soon as your shipment is released. To further inquire about a shipment you can reach out to the freight company and to request a status update.

Alternatively our Concierge Team can request an update on your behalf. Connect with us on our Live Chat or visit our Contact Us page to complete the contact form.

Once you receive your shipment notification email you will be able to track your shipment. When your order reaches the local delivery station, the shipping company will call the number on your order to schedule delivery.

Upon placing an order with us you should have received 2 emails. One will be your login information and the other your order invoice. Ensure to check your spam, junk or promotion folders as sometimes they may appear there. Please also make sure to add us to the safe senders list to receive our future updates. Whether your order is a in-stock purchase or a custom order our system provides updates on your order as it move along our production and logistics chain.

Please look through all of the packaging to ensure all items are accounted for. Smaller items such as legs or hardware are typically included inside the product packaging. If a part of your order was not delivered please contact our Concierge Team by connecting with us on our Live Chat or visit our Contact Us pageto complete the contact form.

Not to worry, as long as the order has not been set up for shipment, our team will arrange for your order to be held until you are ready to receive delivery. Storage fees may apply depending on the length of time. You can request a future ship date in the delivery instructions box in the checkout, or connect with us on our Live Chat or visit our Contact Us page to complete the contact form.

Firstly, we'd like to apologize. We work hard with our factories, warehouses and logistic companies to reduce lead times and avoid delays, which we let you know about as and when they arise. If you've been waiting longer than you should have and you haven't heard from us, please log in and go to 'Orders' to get the most up to date information on the whereabouts of your products or connect with us on our Live Chat or visit our Contact Us page to complete the contact form.

We use specialist third party companies to deliver your products to you as efficiently as possible. In rare cases they might experience a few hiccups or communication issues. The problem is most likely due to IT tracking issues, or there is a mix up at their local sorting facility.

We highly recommend to call our our freight carrier using the information included in your tracking update email to locate your order, they will be able to help with any re-deliveries that may need to be done as well. Please have your tracking number ready when contacting them.

When the local delivery agent receives your order, they will call you to schedule the delivery. Typically, the driver will also call the day of delivery to alert you they are on their way. If your order was shipped via small parcel courier ( UPS, FEDEX ) you will not be called for a delivery date. Please track your order online to ensure that you are available to receive the delivery.

If you need to change your delivery address please visit ourContact Us page to notify us as soon as possible. You can do this at any time up until 72 hours before we dispatch your item(s). If your items have already been dispatched, changing your delivery address may not be possible or there may be a charge for arranging redelivery.

Yes, we are pleased to offer financing for consumer-friendly terms to split purchases into monthly installments. During the checkout process, if eligible, US customers can select the Klarna option or Canadian customers can select the Affirm option, you'll then be directed to a separate site for the application process. Note that all terms are exclusively between the consumer and financing party, either Klarna or Affirm. US customers can see terms and conditions of Klarna financing here.

*Monthly financing through Klarna issued by WebBank, member FDIC.

We accept Visa, MasterCard and AMEX

Payment can be declined for a variety of reasons. The first thing to do is to check that we accept your card type. Next, make sure your card details are correct and your billing address is the one assigned to your card. If it still isn’t working, we recommend you give your bank a call and let them know you are making a online purchase. This type of issue can usually be attributed to your credit card company not recognizing our company. We are based in Canada and therefore the transaction is flagged as a suspicious foreign transaction. Once you have spoken with your card provider you can give us a call back or send us an email to authorize us to submit the charge again. We can only accept payments from credit cards which have a US or Canadian Billing address.

If a coupon, discount or voucher has been missed from an order, we must be notified within 72 hours of the order being placed to add or adjust the balance. Both the currency and tax for an order is based on the Shipping address, if an order is shipping to Canada the card will be billed in CAD with provincial taxes even if the billing address is in the USA. Please note that there may be additional administrative, exchange or transaction fees charged by your credit card provider as we are a Hong Kong company. To further inquire about this, please review the terms and conditions with your credit card provider. Your credit card will be automatically charged for outstanding payment, including but not limited to overdue invoices and fees for additional services. Please note that for all orders, including pre-orders awaiting back ordered items and custom orders the full payment will be charged upon placement of the order. We do not accept cheques with a billing address outside of the US or Canada.

As with any natural material each piece of wood will vary slightly in grain and tones as each every piece of wood is unique. Products in the Moooi Home line and Moooi Home Classics line may have different finishes. Although we do our best to ensure consistency, wood veneers may show more drastic variation when matching pieces that were purchased years apart. We always recommend ordering a swatch sample before purchase so you can compare / see the wood finish in your own home.

MDF stands for medium density fiberboard. It is a man-made wood product composed of randomized wood fibers with a higher density than particleboard (low-density) and lower density than hardboard (HDF), which is mostly only used for construction. MDF is notably better than particleboard, but the benefits of MDF over solid wood are lesser known. MDF is lighter, cheaper, and more consistent in size, strength, and design than solid wood. It is also less prone to splitting without grain lines and expansion/contraction of the material is unlikely.

Formaldehyde is a chemical substance often found in resins which are used to bind wood fibers together in MDF. Our MDF is EPA TSCA Compliant, which means that it meets strict requirements for low emissions of VOCs including formaldehyde.

Yes.

Flexible slats lend support between the mattress and bed frame. This dynamic system offers an alternative to the traditional platform foundation and is known for it's curved, flexible structure which adapts with the movement of the human body. Flexible slats are recommended for individuals looking to minimize contact pressure or couples who have different comfort needs.

Mattresses will sit 1 - 2 inches into the bed frame, depending on the specific bed model.

Our sectionals are available in 2 orientations. Left-hand facing means that when you look at the sofa, the chaise is on the left. Right-hand facing means that when you look at the sofa, the chaise is on the right. Some of our sofas are modular or reversible, which mean that the orientation can be either left- or right-hand facing.

The Martindale Method is the standard measurement of fabric upholstery wearability, widely used in Europe, Asia, and many international markets. Measurement is taken by the number of mechanized circular rubs made with a standard wool felt abradant against the fabric surface. This multidirectional friction is meant to mimic the effects of repeated sitting, movement, and surface abrasion over time, until the test shows significant signs of wear, such as thread breakage.

A common industry reference is that approximately 20,000 Martindale rubs is roughly equivalent to one year of use. For residential use, below 15,000 rubs is considered light duty and is not suitable for everyday use. 15,000-30,000 rubs is considered fairly durable, while 30,000+ rubs is considered heavy duty and most ideal for homes with pets and children. For commercial use, a minimum of 50,000 rubs is recommended, as public spaces tend to see more traffic.

The difference will come from the type of tree the wood is sourced from. Alder, beech, eucalyptus, mahogany, maple, oak, teak, and walnut are examples of hardwood; cedar, douglas fir, juniper, pine, redwood, spruce, and yew are examples of softwood. Hardwoods have a higher density than softwoods and are therefore typically found in high-quality furniture. Hardwoods are more expensive because of the time it takes to grow and the long-lasting strength of the material.

A Martindale rub count is the industry standard data for measuring fabric upholstery abrasion resistance and wearability.

Fabric samples are approximately 4 in x 4 in (10 cm x 10 cm) piece; hard material samples are approximately 2 in x 2 in (5 cm x 5 cm) per piece. The samples are a cut out of the same material used on our products and will give an accurate feel for what to expect when furniture arrives. We encourage all of our customers to test the samples before placing an order to ensure the quality of our materials meet our customers' standards.

Yes. There's nothing better than getting a real feel for fabric or leather. Visit our detailed swatch page to order your free swatches today!

Unfortunately we do not offer the COM (customers own material) option, we are very sorry to disappoint!

We are proud to stand behind the quality of the products we sell. While cases are rare, damages and defects do happen once in a while so we encourage you to inspect your item(s) upon delivery. Please visit our Returns, Refunds & Claims page here to see full details on our Damaged or Defective Items policy.

If you have received the wrong item please file a claim by logging into your account and select Claims. Select Create a New Claim to complete the web form.

Not to worry, our factory may have hidden them away to protect the finished product in transit. Please ensure to check all packaging before disposing. If you are still unable to locate the missing parts please contact us immediately.

Please visit our product care page here

No, this is not something that we are able to do. If the original method of payment is no longer available, we will issue store credit equal to the amount of the refund.

Refunds can only be issued via the method of the original purchase.

Depending on the card provider, it may take up to 5 working days for the credit to appear in your statements once the refund has been processed.

Moooi Home cannot be held responsible for third party costs or fees associated with the credit card.

Please visit our Returns, Refunds & Claims page here for full details on our Return Policy.

Please visit our Returns, Refunds & Claims page here for full details on Order Cancellation.

When you place an your order with us, your confirmation email will contain the lead time. As soon as your order has been shipped you will also receive a shipment notification email that will contain tracking information with an ETA for delivery. If you have not received these emails to your inbox you may need to check your spam or promotions folder.

You can also log into your account* and view the "my orders" page to check your order status.

We ship to the USA & Canada, except for Hawaii, Alaska, Puerto Rico and Nunavut.

You may enter your zip or postal code during checkout to confirm shipping costs to your location. Please note that zip or postal codes deemed isolated or rural by our third party carriers may require additional shipping fees. Moooi Home reserves the right to change the delivery charges or cancel an order if your address is remote or outside of our carrier's delivery zones. You will be notified regarding the changes and can decide whether to proceed or not.

If you have selected Standard Shipping, this service includes a delivery appointment and a threshold delivery to the first dry area/garage or lobby/service area of a high-rise building. Smaller items may be shipped with FedEx, UPS or another similar small parcel carrier. All shipments will require a signature upon delivery.

Canadian standard shipments in rural areas may be a curbside delivery service only. In this case it would be the customer's responsibility to remove the item from the curb and bring the product(s) inside.

If you have selected White Glove Shipping the delivery service will include a delivery appointment, inside delivery to the room of choice, up to 1 flight of stairs, assembly and removal of large packaging materials. To initiate a return at Moooi Home the item(s) must be in the original packaging so, if you are considering a return be sure to ask the delivery team to leave the original boxes on site. Additional flights of stairs may be available; however, there may be a small additional fee per extra flight.

You can include delivery instructions or special requests during the check-out stage of your order.

For full details on our shipping policies please visit or store policy page [here].

Standard Order Cycle

Standard orders take approximately 4-5 weeks (including design confirmation, manufacturing, and quality inspection). Note: Custom or irregular designs may extend the cycle to 5-7 weeks.

Shipping Timeline

• Ocean freight to the United States and Canada: approximately 5-7 weeks.

• Truck delivery within the U.S and Canada. : approximately 1–5 business days (calculated from the completion of customs clearance).

Standard Shipping includes a delivery to the threshold, described as the "first dry area or garage" or lobby/service area of a high-rise building. Please note that stairs to the front door or first dry area are not included with this delivery service.

White Glove service includes an in-home delivery appointment which includes up to 1 flight of stairs, assembly and removal of large packaging materials. If you are considering a return please request to keep the packaging. White Glove may be unavailable in rural areas of Canada.

For more information about our Custom Order Policy, please see the Store Policy page [here].

We offer complimentary standard shipping on all orders to Canada and the United States, excluding Hawaii, Alaska, Puerto Rico, and Nunavut. You may enter your zip or postal code during checkout to confirm shipping charges for your location. Shipping prices are calculated based on website prices before discounts, coupon codes, and/or vouchers are applied. Please note that additional shipping fees may apply if the zip or postal code is deemed remote or rural by our third-party carriers. For full details on our Shipping Policy, please visit the Store Policy page [here].