HESON OTTOMAN

Please refer to our product care guide to learn more about how to care for this piece.

How long does it take to process my order?

Once an order is placed, it will be processed within 24-48 hours. If the item is in stock, we will do our best to have the item ready to be shipped or delivered in 7-10 days, sometimes sooner depending on the item.

Can we see the items in the showroom?

Our shop is only 1000 sq. ft. so as much as we would like to display all items available online, it is simply not possible. We are constantly bringing in new pieces to change up the vignettes we have on display so if you are interested in seeing a particular item, contact us and we will let you know if we have it in the showroom. 

How can I find out the status of my order?

Our team is ready to assist you and answer all questions you might have. You can email them at sales@mfkto.com and they will provide you with the most up-to-date information and lead times. 

Where are your products made?

We work with a vast number of manufacturers around the globe so not all products are manufactured in the same country. If you'd like to know the origin of a specific product, please contact us for more information.

How do I know if the item I want is in stock?

We try our best to update our website when we know an item is on backorder, but with hundreds of items available and ETA's constantly fluctuating it would be impossible for our team to update the website daily. If you want to know if your item is in stock, you can either call the store, send us an email or click on our chat widget to chat with our team during business hours!

How much does shipping cost?

Our shipping fees are calculated by weight and distance. Once you place items in your cart and fill out the shipping address field, you can see the shipping fee.

The name on the box I received doesn't match the name on your website. 

We have over 2000 items from different manufacturers so it would get quite confusing if we kept their original name as there would be several repeated names. For this reason, we rename all products once they hit our website. Some items may arrive with the manufacturer's product name on the box instead of ours. If you want to double check you received the correct item, feel free to email us at sales@mfkto.com!

How can I ensure I like the fabric or material before placing an order if you don't have the item in your showroom?

We have swatches for the majority of the fabrics and leathers on our website, if we don't, we will do our best to request them from our manufacturers. To request a swatch click here.

For rug samples, you can purchase a sample directly from our website. These samples can be returned for a full refund if they are returned prior to placing your order for the full-sized rug.

What happens if the item I want is back-ordered?

No problem! You can still order the item and we will provide you with updates in regards to the estimated arrival time after the order is placed. After COVID hit there has been a constant shortage of materials and freight containers due to high demand and unfortunately, all these factors are external and out of our control, but the one thing we are sure of is that the wait is always worth it in the end!

We try our best to give customers the most accurate ETAs on backordered items. Please know these dates can change if stock gets delayed due to freight, holidays, weather, etc. Please remember all these factors are out of control and can result in the items not arriving on the date you were first provided with. Please know that at this time, orders may not be cancelled nor deposits refunded due to extended lead times. If you no longer want to wait for an item, store credit will be provided.

Can I cancel my order? 

Once an order is placed, you have 24hrs to cancel. After this time period, a 20% restocking fee will apply. 

If I don't like what I ordered, can I return it?

Please see our return policy here. 

For bigger items such as dining tables, sofas and sectionals, we highly encourage you to measure every space the item will have to go through before arriving to its final destination. This includes doorways, hallways, elevators, stairs, etc to ensure you can get it to where it needs to go without any issues. If you have questions or concerns in regards to dimensions, we encourage you to reach out to us prior to placing an order. 

Can I apply a current discount code to an already placed order?

If the order was submitted within the promoted time frame of the sale we will honour the sale price. However, we cannot apply discounts to transactions made outside of the promoted sale time frame. 

Do your products come with warranty?

All products are covered by their respective manufacturer's warranty. If you have questions about the warranty for a specific product, click here.

Do you have a rewards program? 

Yes, you can now get points with every purchase! To enroll, click here.

Do you offer trade discounts?

Absolutely! We love working with people in the industry. For more information please visit our trade program page or email trade@mfkto.com

What should I do if the item I received is damaged?

We do our best to inspect items before they are shipped/delivered, but we understand sometimes things out of our control happen and an item may get damaged in transit. If the item is damaged or defective, please fill out our Defect/Damage claims form. Please ensure you provide a brief description of the issue and please attach pictures as well. Keep ALL original packaging and one of our team members will reach out to you to coordinate an exchange. Return and exchange requests need to be received within 48 hours of delivery/pick up.

How long does shipping take?

If the item is in stock, we will process and ship out your order within 7-14 days. Certain items that are not stocked in Toronto can take 2-4 weeks in transit. Once shipped, we will email you a tracking number so you can track your package. We are not responsible for delays after the courier has picked up your item(s).

Can I get my furniture assembled?

Yes! We offer white glove service which includes delivery + assembly + garbage removal upon request. Please note this service extra and has to be booked in advance.

Will you move/take my old furniture?

We are unable to move existing furniture during delivery if the extra service is not requested and paid for in advance (due to insurance restrictions, not because we do not want to help!).