Unless otherwise stated on its product page, you have 30 days to return a product. Kindly note that shipping fees, which help to finance the high cost of shipping large and bulky items, are nonrefundable.

All returns will incur a 10% restock fee. This fee subsidizes the cost of shipping, processing, and potential repackaging. In order to ensure that products remain in resalable condition, we are only able to accept returns in the original packaging, which is specially designed to protect merchandise from damage in transit.

Non-furniture items (such as tabletop accessories) are only eligible for return if they are unused and unwashed. Original packaging is needed for these products as well.

In order to initiate a return, please visit our returns portal below:

Returns Portal

Once we receive your return at our warehouse, our team will inspect the returned item. This can take up to 7 business days. If it is in new condition, we will issue any appropriate credits, less the restock fee. Please allow 5-10 business days for any credits to be processed. If you received a preorder perk in connection with your preorder, the full retail value of your perk will be deducted from any credit issued for your return.

A few important points to consider before making a purchase or initiating a return:

  • Returns must arrive in their original packaging.
  • We cannot accept returns on any products showing scratches, stains, drilling or any other modifications.
  • We do not accept returns due to variance in wood color or wood grain. Like all natural materials, wood inherently differs in color and grain pattern — every tree is one of a kind. Each Dims. piece made from wood will display unique variances, which may include knots, lines, color difference, tiger grain, color variation or shadows. All of these are expected and valued characteristics of natural wood, and are integral to wood products.

Damaged Items

If your package was protected by Route, you can easily file a product damage claim by clicking here.

If you believe your product has a defect, you must report it within 7 days of receiving the item to be covered by our warranty. Products will not incur a restock fee, as long as they are sent back in their original packaging. To start this process, please fill out the form below, include photos of the product and our team will be in touch with you in 1-2 business days.

Order Support Form