FAQs and Returns

Are Madera products made from real wood?

Yes. We use premium hardwood sourced from sustainable North American commercial forests. With this in mind all our products are subject to normal wear and will withhold structure within reason of wood as a material.

What shipping options do you offer?

To offer you the greatest value and option, we ship our items via Hongkong Post, USPS, DHL Express, and UPS.

How much does shipping cost?

Shipping is calculated on checkout. Standard worldwide shipping starts at around $7.80* and Express via DHL on average costs around $26*

When will my order ship?

Orders generally ship in 1-3 business days.

When will my order arrive?

Express orders typically arrive in about 2-6 days. Whereas Standard economy usually arrives in 1-2 weeks. There may be additional transit delays or holds at your local customs office. The purchaser will be responsible for customs fees and tariffs implicated by their respective countries.  Please contact your local customs office for more information.

What is your return policy?

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase. All return shipping fees and reverse logistic is your responsibility. In some cases initial shipping cost will be weighted against return shipping cost - and may not be refundable.

There are certain situations where only partial refunds are granted: (if applicable)

Any item not in its original condition, is damaged or missing parts for reasons not due to our error. Any item that is returned more than 30 days after delivery.

Madera does not offer any exchanges or returns for products that are purchased via external merchants and distributed through wholesale reselling partners/programs. Including promotional marketing campaigns utilising coupon codes in excess of 20%. Please see the policies of the wholesale distributor. 

How can I maintain the wood? (See below for more)

Our products are designed to sustain years of wear and tear and should acquire a natural, aged patina over time. Occasional buffing will rejuvenate your overlay and keep it looking fresh for years to come.

Why does the grain pattern on my product look different than the photo or the web site?

Madera products are made from materials that come from nature. For this reason each one is different and the wood grain patterns displayed in photographs may vary substantially from the item you receive. Colour and tone can vary as well. This stems from the simple fact that wood can absorb colours and finishes differently based on the underlying wood properties. We believe this adds to the unique nature of our products and you will never have the exact same product - ever.

Maintaining your Wooden product

In most cases you will have to do nothing more than run a dampened, lint free cloth over your Madera wooden product occasionally. We have designed tolerances into our products to allow for natural seasonal fluctuations, and the tendency for wood to expand and contract with different moisture levels.

It goes to say that you should not expose your product outside for a prolonged period, or in really wet conditions. If placed in direct sunlight, especially in tropical climates it could warp, crack, or be UV bleached.

In the RARE instance your product has warped beyond what you can tolerate, it is because it has lost or gained too much moisture. It can be returned to it's original shape by re-introducing it's original moisture content. Please refer to the diagram (below, at right, left, or accompanying this article) for how wood moves according to the grain structure and annular rings. To increase the moisture content, wrap the item in a damp towel, and then place in a sealed plastic bag for a few hours. Take it out and check to see if the cupping or bowing has been reduced, put a straight edge across it's width. If it's good, wipe it dry and oil it immediately. If it's not, replace and wait a little longer, checking until it has relaxed back into form. You might need to let it sit overnight, or for a few days.

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