Cancellation & Returns

Eichholtz Manhattan – Terms & Policies

Product Selection and Accuracy

It is your responsibility to ensure the accuracy of your product selections, finishes, and quantities prior to confirming your order. Please review your order carefully before finalizing your purchase.

Payments and Deposits

We accept American Express, Visa, and MasterCard for online purchases. Full payment is required at the time of order placement.

Order Revisions, Cancellations, and Changes

We’re happy to assist with changes or cancellations within 48 hours of order placement, provided the order has not yet been confirmed or shipped.

  • Within 48 hours: Orders may be adjusted or canceled, subject to a 5% processing fee.

  • After 48 hours: Orders cannot be canceled. If you no longer wish to receive the items, please refer to the Returns & Refunds section below.

  • Any changes in product size, finish, or pricing may result in additional fees or credits. Store credits are non-transferable and cannot be redeemed for cash.

  • Once an order has been confirmed or shipped, no changes or cancellations can be made.

To request a change or cancellation, please contact hello@eichholtzmh.com or call 646-360-3278.

Cancellation Fees

Orders canceled after 48 hours are subject to a 50% cancellation fee. Any amounts paid beyond this fee will be issued as non-refundable store credit.
Once items have been delivered or picked up, no returns, exchanges, or refunds will be accepted.

Final Sale Items

All clearance, in-stock, floor model, and custom upholstery orders are final sale and cannot be canceled, returned, or exchanged.

Product Lead Times

Lead times vary by item, typically ranging from 2 to 24 weeks. These are estimates only and may be affected by manufacturing or shipping delays.
If you order multiple items with varying lead times, delivery will be scheduled based on the item with the longest lead time unless otherwise requested (additional delivery fees may apply).
Eichholtz Manhattan cannot be held responsible for delays beyond our control. Estimated dates are not grounds for cancellation.

For updates or concerns, contact chelsea@eichholtz.com.

Delivery and Receiving

  • All orders must be paid in full before scheduling delivery.

  • Deliveries are handled by insured third-party providers.

  • Additional charges may apply for missed appointments or deliveries involving more than two standard flights of stairs.

  • Our delivery teams cannot move existing furniture, connect media equipment, or mount wall items.

Fitting Responsibility:
Please ensure that your purchased items will fit through all entryways, elevators, and stairwells. We recommend confirming package dimensions before finalizing your order. Eichholtz Manhattan is not responsible for items that cannot be delivered due to size restrictions.

Inspection at Delivery:
All merchandise must be inspected upon delivery. Any visible damage must be noted on the delivery slip before the delivery team leaves. Claims submitted after delivery without documentation will not be accepted.

If a third party (e.g., doorman or friend) receives the delivery, you are still responsible for verifying the condition of the items.

Storage Policy

All orders must be paid in full within 10 days of arrival at our warehouse and delivered or picked up within 30 days.
Storage beyond 30 days will incur a $100/week fee, payable before delivery.
Orders not claimed within six months will be deemed canceled and subject to the cancellation policy.

For warehouse pickups, please allow 1–2 weeks from warehouse arrival for processing. A $100/week storage fee applies after 7 days.

Damages and Claims

We take great care to ensure your items arrive safely. However, damage can occur in transit.

Reporting Damage:

  • Report all damages within 24 hours of receipt to chelsea@eichholtzmh.com or 646-360-3278.

  • Include: your order number, contact information, photos of the damaged item and packaging, and a brief description.

  • Retain all original packaging materials.

Packaging Damage Only:
Note visible damage on the delivery receipt before signing.

Product Damage:
If the product is damaged, you may refuse delivery or accept it pending inspection. Repairs or replacements will be provided at the sole discretion of Eichholtz Manhattan. Claims reported after 24 hours cannot be accepted.

Returns & Refunds

If you are not satisfied with your purchase, you may request a return within 5 days of receipt.

Return Requirements:

  • Returns must be pre-authorized via chelsea@eichholtzmh.com.

  • A Return Authorization Number (RAN) will be issued and must be clearly visible on the package.

  • Returns must be received within 15 days of delivery in original condition and packaging, unassembled, and unused.

Return Shipping:

  • Customer is responsible for all outbound and return shipping costs.

  • A 50% restocking fee and original delivery costs (even if complimentary) will be deducted from your refund.

  • We recommend using a trackable, insured shipping method.

  • Items damaged in return transit are not eligible for refund.

Non-Returnable Items:

  • Custom or special orders

  • Floor models and clearance items

  • Polycarbonate and acrylic items

  • Items not in original packaging or previously assembled

Return Address:
Eichholtz Manhattan
Attn: Customer Returns
225 Long Avenue
Hillside, NJ 07205
Include your Return Authorization Number (RAN).

Refunds are issued to the original payment method within 10–15 business days after inspection and acceptance of the returned items.

Warranty

All Eichholtz products include a one-year limited warranty from the date of delivery, covering manufacturing defects only.
The warranty does not cover misuse, accidents, alterations, improper care, or normal wear and tear.
Floor models, clearance, and modified products are excluded.
Warranty is non-transferable and valid only for the original purchaser.

For warranty claims, contact hello@eichholtzmh.com with:

  • Order number

  • Name

  • Description and photos of the issue

Repairs or replacements will be made at the discretion of Eichholtz Manhattan, following standard lead times.

Disclaimers

Eichholtz Manhattan is not liable for damage during shipping, though we will work to repair or replace items at our discretion.  Natural materials may exhibit variations in color, grain, or texture; such differences are not considered defects.  Only certain Eichholtz products are rated for commercial use — please confirm before purchase.