Merchandise Returns

We want you to be completely happy with your order. You may return unused, undamaged merchandise within six months for exchange, credit, or refund according to the time frame guidelines below. Returned merchandise should be in original vendor packaging and be in the same condition as when it was received. Used merchandise cannot be returned unless defective. A pickup and/or restocking fee may apply.

Merchandise returned more than six months after the delivery date will be shipped back to you at your expense.

If you have any questions or need assistance in returning furniture, call 1.877.944.9888.

Personalized and mongrammed orders cannot be cancelled or returned.

On the back of the packing slip enclosed with your order, please note the reason(s) for return and whether you wish to exchange the item(s) or receive a credit/refund (depending on the original form of payment). Enclose the return section of the packing slip with your item(s). Please use one of the return labels provided on the front of your packing slip to ensure proper return address and credit information.

If you use a SmartLabel, a fee will be deducted from your refund. If you prefer not to use the SmartLabel, please ship the item prepaid and insured to Sales Division, 123 Customer Way, Irving, TX 75039. For a replacement shipping label, please call 1-877-944-9888.

When a gift is returned, a Merchandise Credit Gift Card will be issued to the gift recipient for the amount of the returned merchandise. The Merchandise Credit Gift Card can be used for purchases from Neiman Marcus, Horchow, and Bergdorf Goodman stores, catalogs, and online.

Please allow 10-14 days for the processing of your return.

Order Status & History

Order updates: We will send updates regarding the status of your order, including when your item(s) ship*, to the e-mail address you provided when ordering.

*Excluding items shipped from vendor.

Registered customers: You may cancel your web order online. Click on YOUR ACCOUNT, sign in, select "View Web Order History", click on the desired order number, and then select CANCEL next to the item(s) you wish to cancel.

Non-registered customers do not have online access to order status and history. You may request information by calling 1.877.944.9888.
Please provide the order confirmation number you received when placing your order so that we can respond more quickly and accurately.

Order Cancellation

You may be able to cancel any Horchow order as long as the order status is "in process". If order status is "shipped", it cannot be cancelled. A pickup and/or restock fee may apply.

Perishable/Gourmet foods: Cancellation request must be received at least 4 days prior to the requested delivery date.

Registered customers may cancel web orders online by selecting "cancel" from the options listed next to each item. If you are a registered user, click here to sign in and check the status of your order.

Non-registered customers, please call toll-free 1.877.944.9888 to determine order status; to cancel it, please have your order number ready.

Price Adjustments

Prices are subject to change. We offer a one-time (single order) refund or adjustment for items purchased within 10 days of a price adjustment. This includes permanent Sale items and excludes temporary special promotion items. For questions and adjustments call 1.877.944.9888.

We work hard to ensure the accuracy of pricing on Horchow.com, but despite our best efforts, pricing errors may occur.