Returning furniture can be stressful, especially if you're unsure about the process. Ashley Furniture is one of the largest home furnishings retailers in the US, and their return policy is designed to be customer-friendly—but only if you know the rules. This guide walks you through everything: from checking eligibility to packaging and getting your refund. Whether you ordered online or bought in-store, you'll find practical steps and insider tips to avoid delays.
Understanding Ashley's Return Policy
Before you start, know the basics. Ashley accepts returns within 30 days of delivery for most items. The furniture must be in original condition—no scratches, stains, or assembly damage. You'll need the original packaging and proof of purchase. Some items, like clearance or final sale products, are non-returnable. Also, mattresses and bedding often have different rules (check the product page). If you ordered online, you can return to a store or schedule a pickup. In-store purchases must be returned to the same location.
Step-by-Step Return Process
Follow these steps to ensure a hassle-free return:
1. Check Eligibility: Confirm your item is within the 30-day window and not marked final sale. Look at your receipt or order confirmation.
2. Gather Original Packaging: You need all packing materials, including foam, plastic wrap, and cardboard. If you don't have them, the store may charge a restocking fee or refuse the return.
3. Contact Customer Service: Call 1-866-233-9721 or use the live chat on Ashley's website. Provide your order number and reason for return. They will issue a Return Authorization (RA) number.
4. Prepare the Item: Disassemble if needed (keep screws and parts). Clean the furniture gently. Place it back in the original packaging. For large items, keep the item in the same condition as delivered.
5. Return Options: You can drop off at a local Ashley store (free) or schedule a pickup (cost varies). Pickup fees range from $49 to $99 depending on size and location. The store drop-off is usually the cheapest.
6. Get Your Refund: Once the item is inspected, refunds are processed within 5-10 business days to your original payment method. Store credit may be offered for certain cases.
Common Mistakes to Avoid
Many customers face issues because of simple errors. Here are the top pitfalls:
Missing the 30-Day Window: Ashley is strict on timing. If you miss the deadline, you may be stuck with the furniture. Mark your calendar as soon as you receive the item.
Throwing Away Packaging: Without original packaging, returns are often rejected. Keep boxes and foam for at least 30 days.
Assembling Furniture: Once you assemble a piece, it's harder to return. Some stores charge a restocking fee (up to 25%) for assembled items. Try to test the item before assembly.
Not Checking Condition: If the furniture arrives damaged, report it within 48 hours. After that, Ashley may consider it your responsibility.
Real-World Tips for a Smooth Return
Based on customer experiences, here are actionable recommendations:
Photograph Everything: Take photos of the item and packaging before returning. This helps if there's a dispute about condition.
Use a Credit Card with Purchase Protection: Some cards extend return windows or cover return shipping. Check your card benefits.
Keep Your Receipt Digital: Email yourself a copy of the receipt and RA number. Ashley's system sometimes has delays, and having proof speeds things up.
Consider In-Store Return: It's faster and free. If you live near a store, always choose this option.
Ask About Restocking Fees: Before scheduling a pickup, ask if any fees apply. Some locations waive fees if you're exchanging for a different item.
Frequently Asked Questions
Can I return Ashley furniture after assembly? Yes, but you may face a restocking fee (typically 10-25%). Unassembled items are preferred.
How long does a refund take? Usually 5-10 business days after the item is inspected. Delays can happen during holidays.
What if I lost my receipt? Ashley can look up your order by name, email, or phone number. They may offer store credit instead of a refund.
Are there items that cannot be returned? Yes, final sale, clearance, custom orders, and mattresses with hygiene seals removed are non-returnable.
Does Ashley charge for return shipping? Yes, for pickup returns. In-store drop-offs are free.
Returning furniture doesn't have to be a headache. By following these steps and avoiding common mistakes, you can get your refund quickly. Always read the policy on Ashley's website before making a purchase, and keep all documentation. If you have further questions, contact Ashley's customer service directly—they're usually helpful if you're polite and prepared.