Customer Service

How Can We Help?

We want you to have the simplest, easiest buying experience possible. But we know you might have a few questions. Read on for details about purchasing, shipping, checking order status, returns, and more.

Shipping

There is currently a global shipping crisis which is causing delays across the board. We are experiencing increased transit times on our shipments. We can no longer guarantee our standard fulfillment estimate of 1-3 business days.

We’re actively communicating with our partners and following the latest news on Covid-19. This is a difficult time for everyone and we thank you for your patience. Please bear with us as estimates are subject to change.

Shipping and Pickup

Items are shipped via Courier (Purolator, UPS, Fedex or Canada Post).

In response to COVID-19, our delivery partners are offering no-contact delivery in your area. Drivers may ask for verbal confirmation of receipt from a safe distance to satisfy the signature requirement, or may leave lower-cost shipments at your door with no signature required.

Shortly after you place your order, you will receive an Order Acknowledgement email to confirm your order details, including shipping and delivery estimates for each item. Once your item is prepared for shipment and ships, you will receive a Shipment Notification email with carrier and tracking information. Please check your spam folders if you are unable to find this email. We are unable to edit shipping addresses once your order has shipped.

In stock items are normally shipped within 48 hours of order. Special order items are drop shipped from the distributor or shipped by Mararamiro via third party freight carriers depending on destination.

Remember we only offer curb side delivery. It is your responsibility to bring your products inside. We can now arrange inside delivery for a fee. Please inquire if its available in your area. This includes having the driver bring the goods inside the house or lobby of apartment. If you need White Glove service there will be a minimum fee of $350.00. White Glove is only available in some major city centres.

Delivery dates are good faith estimates only and are quoted in "business days"; this does not include weekends and statutory holidays. PO Box addresses are not acceptable for delivery.

Shipping Costs

At Mararamiro our goal is to deliver your purchase in the quickest and most economical way possible. We review each order individually, factoring in destination, weight and size of items. Shipping charges and delivery methods may be upgraded at checkout if consolidating items in your order will provide better shipping rates and times. The exact shipping amount for your entire order will be calculated and displayed at checkout.

Shipping charges are based on the total value of merchandise shipped to each address. All shipping charges include handling, order processing, item selection, packaging and transportation of items. Oversize shipping charges may apply to some items due to large size or bulkiness.

Unclaimed, Stolen & Returned Packages

If a package is returned to us because it was unclaimed by the customer, the customer must pay return shipping charges. We provide tracking numbers via email. It is the customers responsibility to track the package and be aware of its whereabouts. If a package is stolen from clients porch/apartment complex etc. the fault lies on client and we will not reimburse. It is the responsibility of the client to follow tracking numbers which are emailed prior to packages leaving our warehouse. It is the responsibility of the client to file a claim with shipper and we will not re-ship products.

Where Do You Ship?

Mararamiro can ship most products to street addresses in Canada and to the Continental US. If you live outside of our typical shipping area please contact us and we can provide a quote for shipping to you. Mararamiro is located in Toronto, Canada.

Free Curbside Pickup (Toronto only)

We offer free local pick up for some items from our Toronto showroom. Please note this option is currently only available to local clients. We will contact you when your order is ready and pick up should be made within 7 days of being notified. Storage fees may apply if a product is not picked up for an extended amount of time.

Shipping to Canadian Addresses

For items shipped within Ontario, Mararamiro charges the sales taxes (HST) applicable to Ontario. Orders shipped outside of Ontario are charged sales tax (GST) according to their provincial rates. We cannot deliver to PO Boxes or APO/FPO addresses.

Remember we only offer curb side delivery. It is your responsibility to bring your products inside. If inside delivery is required we can arrange for White Glove service for a minimum fee of $350.00. White Glove is only available in some major city centres.

Some products are only available for local pickup or delivery in Toronto.

Shipping to the Continental US

For items sent to the US we charge a $20 and up shipping charge for purchases. We do not charge sales tax to international purchasers, although they may be liable to import duties on some items. The buyer is responsible for paying import duties from Canada to their country. Clients may need to obtain a customs broker in order to import goods.

Placing Orders

We use all major carriers, and local courier partners. You’ll be asked to select a delivery method during checkout.

Where can I see a Mararamiro piece in person?

Sign up for our newsletter below to be informed of pop-up events in your area, or contact us to arrange to visit the studio!

The piece I want is sold out. When will it be available?

Please use the form provided on the specific product page to submit your email address for notification when the piece becomes available. The availability of each piece varies as all are handmade by different artisans across the world.

I love what I ordered but would like to make a small change.

Once an order is placed we cannot make any changes. Although we do not process standard exchanges, you may request to return your item (see return policies below) and re-purchase the item that you prefer.

Do you have samples of your rugs?

We don't provide samples, but if you have any decor questions or would like to rent some pieces, please feel free to email us at hello@mararamiro.com.

Order cancellations

When an order is placed, it is instantly processed and sent out for shipping preparation. This means that unfortunately once an order is placed, we cannot alter or change it.

Returns & Refunds

Ordering online can be a bit tricky especially with investment pieces so we understand if you need to return something. There are some limitations on returns so we encourage you to contact us at hello@mararamiro.com prior to making your purchase so we can help ensure you have all the info you need.

You can return most new, undamaged items within 30 days of delivery. Please allow 5-7 business days for the refund to be processed. Be sure to use the original packaging to make sure your return arrives back to us in new condition.

Please read more about what you can and can't return:

Small Decor Items

You may return small decor items for a refund of the merchandise total; all you need to do is ship the item back to us (you pay for shipping) or return it to our Toronto location. The product will be inspected and refunded in full, we will retain the shipping costs.

Medium-Sized Items

All returns of mid size items (including tables lamps, poufs, ottomans, accent rugs, stools) are subject to a 25% restocking fee and the original cost of shipping. All you need to do is ship the item back to us (you pay for shipping) or return it to our Toronto location. The product will be inspected and a refund or store credit will be issued for the remaining amount.

Large Items

We do not accept return of any large items including sofas, arm chairs, coffee tables, console tables, art, bookshelves, sideboards, media units, dining tables, counter stools. Nor do we accept hardwired lighting including pendants and sconces due to the nature of product and its components.

Items With No Refunds or Exchanges

All vintage, custom, yardage (textiles), discounted, items marked ‘final sale’ and sale items are not refundable or exchangeable.

Please note: Shop Cards, Gift Cards and eGift Cards are valid for Mararamiro purchases and are not redeemable or subject to exchange for cash or a cash equivalent, except as required by applicable law.

Furniture and rugs are not eligible for online returns.

Special Orders (anything not in stock).

Used / opened items.

Items not marked damaged to driver upon delivery of goods.

Damaged Products

Each piece is carefully finished and packed to ensure safe transport. We have selected our shipping vendors for their quality of service and care of the product. We encourage you to inspect your items within 24 hours of receipt of your purchase. Please note natural materials including wood and marble may have variations and so imperfections are not considered defects. For example, foreign wood needs time to adapt to our climate and so it can shift size and cause cracking over time. This again is not necessarily a defect of the product, but a rather beautiful reminder of its nature.

In the event that damage occurs in transit or you discover any manufacturing defects, please contact us immediately. We must be contacted within 24 hours of your delivery to process your damage claim. We will accept the item for return or exchange with proof of purchase. Without proof of purchase, the item can be exchanged only for the same item. A valid photo ID is required.

Please note, the claims process for damaged furniture takes 4-6 weeks to finalize, and our team will work hard to have a replacement issued or item repaired as soon as possible. The Buyer shall inspect furniture deliveries upon receipt and check if the correct product and quantity have been delivered with no faults present. Any claim shall be sent to hello@mararamiro.com within 24 hours of receipt of goods. The claim must include images showing clearly the defect and the serial number of the product. 

In case of transport damage / boxes being visibly damaged, the Buyer shall accept delivery with reservation, noted on the delivery note. Claims must then be filed with hello@mararamiro.com and the forwarder within 24 hours of receipt. 

Rugs: Variation and imperfection in weave, fiber size, color, and overall rug size (up to 2-3" in length and width) are normal characteristics and are not considered a manufacturing defect.

Return Process

The following steps outline the returns process. The return process takes approximately 4-6 weeks depending on where the customer is located:

To get started email hello@mararamiro.com to notify us of return request. We will approve/deny the request within 3-5 business days.

To complete your return, we require a receipt or proof of purchase. We are unable to accept any items for return or exchange without proof of purchase.

Once approved, you can send us the item or drop it off at our Toronto location.

Once we receive the item we will inspect it and then issue a refund to your card (minus applicable restocking fees and round trip shipping).

Refunds can take 5-7 business days to appear on your account. If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. If you’ve done all of this and you still have not received your refund, please contact us at hello@mararamiro.com.

There are certain situations where only partial refunds are granted (if applicable). This applies to any item not in its original condition, is damaged or missing parts for reasons not due to our error.

Exchanges (if applicable). We only replace items if they are defective or damaged. If you need to exchange a product for the same item, send us an email at hello@mararamiro.com. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

Trade Program

Do You Have A Trade Program?

Yes! Join our trade program to enjoy VIP customer service and extra benefits as a trusted partner. Click here to learn more.

Get in touch

Have questions about your order, or a general enquiry?

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