Ashley Furniture Return Policy: 30 Days for Standard Shipping, No Returns on Delivered White Glove Items

Ashley’s return policy splits by delivery method. If your online order arrived by standard shipping, you have 30 days from delivery to return it, in new and unused condition, with all accessories and parts, in the original packaging.

If your order arrived by White Glove or Doorstep Delivery, the rule is much stricter. Non-damaged, non-defective items may not be returned at all. Your only route is damage or defects, and those must be reported to Guest Experience within three business days of delivery.

Refunds go back to the payment method used at the time of purchase, for the purchase price of the returned item. Ashley asks you to allow 7 to 10 days after it receives the item for the credit to show on your statement. Shipping, delivery and handling charges are not refunded, except on damaged or defective merchandise.

This guide explains the two delivery routes, the three-business-day damage deadline, the items Ashley never takes back, and why in-store purchases follow a different rulebook entirely.

Return Windows at a Glance

Category	Return window	Good to know
Standard shipping items bought online	30 days from delivery	New/unused, all accessories and parts, original packaging; contact Guest Experience; cannot be returned in stores
White Glove or Doorstep Delivery items	No change-of-mind returns	Non-damaged, non-defective items may not be returned
Damaged or defective White Glove or Doorstep items	Report within 3 business days of delivery	Ashley will work with you to repair or replace the item
Manufacturing defect found after the window	No return window	Covered by the manufacturer’s warranty, if any
Mattresses and foundations	No return window	Returns are controlled by the manufacturer’s warranty, if any
Final-sale and clearance items, special orders, monogrammed or personalized items	No return	Except items delivered damaged or defective and reported within 3 business days
In-store purchases	Set by each store	Every store, including independently owned stores, sets its own return and exchange policy

How to Return an Item to Ashley Furniture

1. Work out which delivery route you used. Standard shipping gives you the 30-day return window. White Glove and Doorstep Delivery items cannot be returned unless they are damaged or defective.
2. Check the clock. For standard shipping, count 30 days from delivery. For damage or defects on a White Glove or Doorstep order, you have three business days from delivery to report the problem.
3. Check the condition. The item must be in new and unused condition, with all accessories and parts, securely packed in all of its original packaging. The packaging rule is relaxed only where White Glove Delivery removed the packing for you.
4. Contact Guest Experience. Ashley runs online returns through Guest Experience rather than its stores. Online items may not be returned in stores, so do not load the item into a car and drive it to a showroom.
5. Pack and send, or arrange the pickup. Return shipping or pickup fees may apply. Keep your proof of shipment until the refund lands.
6. Watch for the refund. Ashley inspects returned items on receipt. Allow 7 to 10 days after Ashley receives the item for the credit or refund to display on your credit card statement.

How Long Do You Have to Return Items to Ashley Furniture?

For standard shipping items bought on ashleyfurniture.com, you have 30 days from delivery. That is the headline window, and it is the only change-of-mind window Ashley publishes for online orders.

The window is shorter in practice for delivered furniture. White Glove and Doorstep Delivery orders carry no change-of-mind return right at all. Once a non-damaged, non-defective item has been delivered by those services, Ashley’s published policy says it may not be returned. Inspect the item carefully at the door, before the delivery team leaves, because your remedy after that point is limited to damage and defects.

Damage and defects run on a three-business-day clock for White Glove and Doorstep orders. You must contact Guest Experience within three business days of delivery if the item is damaged or defective, and Ashley will work with you to repair or replace it. A manufacturing defect discovered later, whether on a delivered item or after the 30-day standard window, is handled under the manufacturer’s warranty, if the item has one.

What Condition Must the Item Be In?

To receive the full refund described in Ashley’s policy, every returned item must meet two tests. It must be in new and unused condition, and it must come back with all accessories and parts, securely packed in all original packaging.

There is one published exception to the packaging rule. If White Glove Delivery removed the packing as part of the service, you are not expected to reproduce it. In every other case, keep the boxes, inserts and hardware bags until you are sure you are keeping the item.

Returned items are inspected immediately on receipt. Missing parts, signs of use, or missing packaging can put the refund at risk, because the policy’s full-refundable amount is tied to those conditions being met.

Why White Glove and Doorstep Orders Are Different

Most furniture retailers treat a delivered sofa like any other purchase. Ashley does not. Its published policy draws a hard line between items that arrive by standard shipping and items that arrive through White Glove or Doorstep Delivery.

Standard shipping items, typically the smaller products that arrive by carrier, get the normal 30-day window. White Glove and Doorstep items, typically the large furniture pieces, get no returns unless the item is damaged or defective. That is why the inspection at delivery matters so much: the moment to reject a wrong-colour or wrong-size piece is while it is still at your door, and the moment to report a defect is within three business days.

If a manufacturing defect shows up after those three business days on a delivered item, Ashley directs you to the manufacturer’s warranty. Keep the paperwork that arrives with the furniture, because the warranty route, not the returns route, is the one that stays open.

What Can’t Be Returned to Ashley Furniture?

Ashley’s published no-return list is short and firm:

• White Glove and Doorstep Delivery items that are not damaged or defective. These may not be returned at all.
• Final-sale and clearance items. No returns, except items delivered damaged or defective and reported within three business days after delivery.
• Special orders. No returns, with the same damaged-or-defective exception.
• Monogrammed or personalized items. No returns, with the same damaged-or-defective exception.
• Mattresses and foundations. Returns on these are controlled by the manufacturer’s warranty, if any. There is no Ashley comfort trial or sleep trial in the published policy.
• Online purchases taken to a store. Ashley states plainly that items bought online may not be returned in stores. Online returns run through Guest Experience.

For mattress and foundation questions, Ashley directs you to the phone number on your emailed order confirmation, because the warranty terms differ by manufacturer.

How Are Refunds Issued and How Long Do They Take?

Ashley inspects returned items immediately upon receipt. Any appropriate exchange, credit or refund is issued for the purchase price of the returned item. Taxes are refunded in accordance with applicable state law.

Refund question	Ashley’s published rule
Refund method	Based on the payment method used at the time of purchase
Refund amount	The purchase price of the returned item; taxes per state law
Refund timing	Allow 7-10 days after Ashley receives the item for the credit to display on your statement
Shipping, delivery and handling charges	Nonrefundable, except for damaged or defective merchandise
Return shipping or pickup fees	May apply to standard shipping returns

The delivery-charge rule is the one that catches furniture buyers out. On a change-of-mind return, the original shipping, delivery and handling charges stay with Ashley even when the item itself is refunded in full. Those charges are refunded only where the merchandise was damaged or defective.

Can You Return an Ashley Purchase to a Store?

For online purchases, no. Ashley’s policy states in capital letters that items bought online may not be returned in stores. Standard shipping returns are handled through Guest Experience, by shipment or pickup.

For in-store purchases, the answer is different again. Every Ashley store sets its own policies regarding returns and exchanges. That applies to stores owned and operated by Ashley Global Retail, LLC and its subsidiaries, and to independently owned and operated Ashley stores alike.

If you bought in a store, check the terms and conditions you were given at the time of purchase. Ashley notes they are sometimes printed on the back of your receipt. The selling store is the one that decides, and its phone number is on your receipt and in the store locator on ashleyfurniture.com. There is no single national in-store return window to quote, because Ashley does not publish one.

Ashley Furniture Contact Options

Option	Details
Customer service (phone)	1-866-436-3393
Returns and damage reports	Contact Guest Experience through ashleyfurniture.com — required for online returns and for White Glove or Doorstep damage reports within 3 business days
Mattress and foundation returns	Use the phone number on your emailed order confirmation; returns follow the manufacturer’s warranty
In-store purchases	Contact the store where you made the purchase; its number is on your receipt and in the store locator
Full policy	The Returns page on ashleyfurniture.com (“Ashley Return Policy”)

Frequently Asked Questions

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• eBay Return Policy

Conclusion

Ashley’s return policy is really two policies. Standard shipping orders behave like normal online purchases: 30 days, original condition, refund to your original payment method. Delivered furniture is the strict half: White Glove and Doorstep items cannot come back at all unless they are damaged or defective, and the report has to land within three business days. Inspect delivered furniture at the door. Keep every box and hardware bag from a standard shipping order until the 30 days are up. And if you bought in a store, read the back of your receipt, because that store’s own terms, not a national policy, decide your return.

Disclaimer: Policy Return is an independent guide and is not affiliated with Ashley Furniture. Return policies can change at any time; always confirm the current policy on Ashley’s official website before making a return.

Checked against Ashley’s published policy on 6 November 2026. Policies change; the retailer’s official page is the final word.