Help Centre

Mill + Commons sends each item by courier. You’ll receive tracking information to help you anticipate when your item will arrive. 

It’s our goal to offer affordable ways for you to get our furniture to your home. But the reality is that some areas are simply more costly to ship to. In those cases, there may be an additional flat fee to account for the extra labour and fuel costs.

Orders going to the Yukon, the Northwest Territories, Nova Scotia, PEI, Newfoundland and Labrador, and Nunavut in Canada, or to Hawaii and Alaska in the U.S., are subject to the additional fee. To find out what the costs will be, sent us an email with your address plus the pieces you want to purchase and we can let you know the additional cost.  

If you refused an order at the time of delivery, please let us know so we can initiate an exchange. If this happens, we won’t charge you additional shipping fees. You will be responsible for covering any price difference between the two products.  

 

If you don’t let us know about a refused order, we’ll consider it a return and process it accordingly. We’ll refund your charges, minus a shipping fee. You will not receive a refund on the shipping fee you originally paid. 

 

If your item arrived damaged or with a defect, please take photos and send them to us so that we can work on a solution. 

If you’d like to cancel your order, it’s important you reach out to us as soon as possible. If we’ve yet to ship your item(s), you’ll be eligible for a full refund. If we’ve already shipped your order, it is possible to return it to us for a refund, minus a shipping fee. It could take up to 14 days for your refund to be completed. 

Unfortunately we cannot guarantee specific delivery dates for our orders. 

You can find the product dimensions and box dimensions on each product page. It’s a good idea to take some time to measure your space to make sure the piece of furniture — and the box it will arrive in — will make it through doorways and fit in your space. A rule of thumb is making sure the width of your door is greater than the height of the box. Also take some time to consider:

• Anything that may be obstructing a doorway from behind
• Corners the box will need to go around
• Steps or hallways
• Elevators you’ll need to use

Because we charge a fee to repack your furniture in the event that you want to make an exchange or a return, we recommend hanging on to your order boxes until you’re 100% sure you’ll be keeping your items. 

If your order contains more than one item, we often wait to ship your entire order until each item is in stock. This means you only pay one delivery fee and have one delivery date. If there’s more than a 10-day difference between your delivery windows, we’ll ship your items separately at no additional cost to you.  

If the product description says “out of stock,” you’ll be able to enter your email address to be notified when the item is available again. Input your postal code or zip code to receive an estimate on how long shipping and delivery may take. 

Your furniture should feel like a perfect fit for your space, so we have a 30-day return policy on our furniture. You’ll have 30 days from the day your item is delivered to exchange or request a refund for your item. 

If you decide your piece isn’t a fit for your space or not quite the right colour, you can return it within 30 days of the delivery date. You don’t need a reason for a return.

To successfully return your item, it needs to be as-new condition. You also need to have retained the original packaging. Without the original packaging, there’s a small shipping fee. 
 
If you reside within our standard service area, you’ll still pay a small return shipping fee. If you’re outside our standard area, you’ll be asked to pay the same shipping fee you paid when we initially sent the item.

When your item returns to our warehouse, we’ll inspect its condition and then process your return.

Packages tear. Tables get dropped. If your piece of furniture arrives damaged, stained or otherwise imperfect, we want to hear from you. Take photos of the item from a variety of angles to show us what’s wrong (videos are good too).

Your furniture comes with a one-year (from the date of delivery) manufacturing warranty that covers materials defects and workmanship. When you reach out to us, we can help you by sending replacement parts, organizing repairs or sending you a replacement. 

We generally can't take on custom orders as these can be expensive for everyone involved.

Saying that we are always happy to discuss your custom project and see if we can take it on. Reach out to help@millandcommons.com and we can go from there.  

Our manufacturer’s warranty does not cover accidents and damages after the furniture has been delivered. Even if your issue isn’t covered under warranty, please contact us and we’ll provide you with as much advice as possible or can order replacement parts. We provide these replacement parts at near cost.

Credit Card
We accept all major credit cards (Visa, Mastercard, American Express, Diners Club, and Discover). At this time we are unable to accept credit card payments for billing addresses outside of North America.

PayPal
We accept PayPal. We recommend using this option if you have a billing address outside of North America. 
 
Credit Card Security
Your security is our top priority. Your credit card information is transferred using 256-bit encryption (that’s what banks use). 

Split Payments
If you would like to split your payment between two or more cards, please contact us and we’ll process the payment.

Prepaid Credit Cards
We accept prepaid credit cards from Visa, Mastercard, and American Express. We recommend holding into the prepaid card you used to make your purchase, in case we need to issue a refund to that card. 

Customs, Tax, and Tax Exemption
You will not be charged customs or duties on your Mill + Commons order. 
We collect sales tax where we are required to by law. As such, the amount will vary according to your zip code or postal code. Any applicable taxes will be displayed when you check out. 

When We Charge Payment
You are charged for your order when you place it. If you cancel before we process and ship your order, you’ll receive a full refund. 
 
Discount and Promotional Codes
We don’t currently offer discounts or promotional codes, but please check back regularly in case that changes.
 
Reserved Stock
Stock is only reserved once payment is complete, so if you notice the order is showing as out of stock on your confirmation email someone else may have snapped up the last unit before you completed payment. Additionally, this applies to orders with products that are currently out of stock: payment indicates the item is reserved for you on the next available incoming shipment.
 
Security Checks
Occasionally, we will perform security checks to validate your credit card. If this happens you’ll receive an email from us with instructions on how to confirm your card and identity. 
 
Price Matching
If an item you’ve purchased goes on sale within 30 days from the date of your delivery, we would be happy to honour the sales price during the sale period. Reach out to us with your order number.  

Confirmation
Shortly after placing an order, we’ll send you a confirmation email. Stay on top of your spam folder, as the emails sometimes go there.

 We strive to design and develop the best possible furniture for you. To make sure that your furniture continues to serve you well, we recommend taking proper care of them by following the below tips and tricks:

• Always follow the Instructions that come with the furniture
• Remember to tighten screws and bolts from time to time
• Wood is a living material and wood surfaces will patinate over time
• How much and how fast the surface will patinate depends on the exposure to light. Avoid placing your furniture in direct sun light
• Wood surfaces, including lacquered surfaces, do not stand moisture, heat or alcohol. Spills must be wiped up immediately
• We recommend not covering the surfaces partly as this can cause color differences across the surface
• Never place furniture right up against radiators or other heating devices
• Always start with the most gentle cleaning product
• Never use sanding products like scouring powder, metal polishes or cleaners that contain ammonia
• Indoor furniture should not be used outside
• Sweat is acidic and can affect natural materials like wood and leather
• If you experience any issue with your furniture, you are always welcome to reach out to our customer care
• For everyday cleaning and specific stain removal, please follow the below instructions.

For day-to-day cleaning, wipe the furniture with a clean cloth. For thorough cleaning, first wipe off loose dust/dirt. Wring out a clean cloth with a solution of water and a mild universal cleaning detergent. Wash off with clean water. To avoid stripes/blotches, you should finally wipe the furniture with a clean, dry cloth until it is completely dry.