Customer Promise
Buy With Total Confidence
Every Cole Mateo Co piece is backed by insured freight delivery, a 30-day return guarantee, and a commitment to craftsmanship we stand behind unconditionally.
US Shipping
White-glove add-on
30-Day Returns
Fair & transparent
1-Year Warranty
Against defects
How long does delivery take?
In-stock items ship within 2–4 business days and arrive 5–10 business days after dispatch. You'll receive an order confirmation within 48 hours, followed by tracking and delivery scheduling once your piece ships.
Do you offer white-glove delivery?
Yes. White-glove delivery is available as an add-on service within the continental United States. Our delivery team will schedule a window, carry the piece into your room, place it exactly where you'd like, remove all packaging, and assemble if needed. Standard freight delivery is included with every order; simply add white-glove at checkout if you'd like the full service.
How much does shipping cost?
Standard freight delivery is included on all furniture orders within the continental US. White-glove delivery is available as an add-on at checkout. Alaska, Hawaii, and international shipments are quoted individually — contact us with your address for a rate.
Can I track my order?
Absolutely. You'll receive a confirmation email immediately, and all orders are trackable in the Shop app. You can also email us at any point for a status update.
Do you ship internationally?
We currently ship within the United States only. For special inquiries, please reach out and we'll do our best to accommodate.
What is your return policy?
Eligible furniture may be returned within 30 days of delivery. To qualify, items must be in like-new condition — free from stains, odors, pet hair, scratches, or damage — and include all original parts, hardware, manuals, and packaging. Returns showing signs of excessive use, misuse, improper assembly, or missing components may be declined or receive a reduced refund based on the item's condition.
Is there a restocking fee?
Yes. Approved furniture returns are subject to a 15% restocking fee. This helps cover inspection, quality control, repackaging, and warehouse processing to ensure every piece continues to meet our quality standards.
Who pays for return shipping?
Customers are responsible for return shipping costs unless the item arrived damaged, defective, or we made an error with your order. Because furniture ships via freight carriers, return costs vary by item size and location. If you'd prefer, Cole Mateo Co. can arrange the freight pickup for you, and the cost will be deducted from your refund.
How do refunds work?
Once your return is received and inspected, your refund is processed to your original payment method within 7–10 business days. Your refund includes the purchase price of eligible items, less any applicable return shipping costs (if arranged by us) and less the 15% restocking fee. Original shipping and White Glove delivery fees are non-refundable.
What if my item arrives damaged or defective?
Please inspect your furniture upon delivery. If your order arrives damaged or defective, notify us within 48 hours of delivery with photos of both the packaging and the product. If approved, Cole Mateo Co. will repair, replace, or refund the item at no cost to you.
Which items are final sale?
Clearance or final sale merchandise, furniture altered or damaged after delivery through misuse, and commercial or hospitality orders are final sale and cannot be returned. We provide detailed measurements, material information, and consultation calls before purchase so you can buy with confidence.
Can I exchange instead of return?
Yes. If you need a different size, finish, or style, our team is happy to help arrange an exchange whenever inventory is available. Exchange shipping charges may apply depending on the circumstances.
How do I start a return?
Contact our Customer Care team with your order number, the item(s) you'd like to return, and photos showing the current condition of the furniture. Our team will provide return instructions and, if requested, coordinate freight pickup.