FAQ
Q: Do I need to create an account to place an order?
A: No, you can place an order as a guest without creating an account. However, creating an account allows you to track your order status, save shipping addresses, view purchase history, and easily manage future orders. It also enables you to receive updates on new products and exclusive offers if you subscribe.
Q: How do I place an order?
A: The ordering process is simple: 1. Browse the store and add your desired products (sofas, coffee tables, TV stands, decor items, etc.) to the shopping cart; 2. Click on the shopping cart icon to review your selections, adjust quantities if needed; 3. Proceed to checkout and fill in your shipping address and contact information; 4. Select a payment method and complete the payment; 5. After successful payment, you will receive an order confirmation notification.
Q: Can I modify or cancel my order after payment?
A: You can request to modify or cancel your order only if the order has not been processed (e.g., not yet packed or shipped). Please note that order processing typically starts within 24-48 hours after payment. If the order has already entered the processing or shipping stage, modifications or cancellations may not be possible. For custom-made products, once production has started, cancellations or modifications are generally not allowed.
Product Information
Q: Are the product dimensions and colors accurate as shown on the page?
A: We strive to provide accurate product dimensions, which are clearly stated in each product's description. Please check the dimensions carefully before purchasing to ensure they fit your space. Regarding colors, due to differences in display devices (computer screens, mobile phones) and lighting conditions, the actual color of the product may vary slightly from the images on the page. This is a normal phenomenon and does not constitute a quality issue.
Q: What materials are used for the sofas, coffee tables, and TV stands?
A: Detailed material information is provided in the product description of each item. For example, sofas may use high-density foam cushions and durable fabrics (linen, velvet, leather, etc.); coffee tables and TV stands are often made of solid wood, particleboard with wood veneer, or metal frames. If you need more specific material details, you can find relevant information in the product specifications section.
Q: Do you offer custom-made furniture (e.g., custom-sized sofas, custom fabric sofas)?
A: Yes, some furniture items (such as sofas and TV stands) support custom services. Customizable options may include size, fabric, color, and certain design details. Custom products will have a clear "Customizable" label on their product pages, and specific customization requirements and processes can be found in the product description. Please note that custom-made products have a longer production cycle and are non-returnable (unless defective).
Q: How do I maintain and care for the furniture and decor items?
A: Maintenance and care instructions are provided in the product description or included as a manual in the product package. Generally, for sofas: regular vacuuming to remove dust, avoid direct sunlight, and clean stains with a mild detergent as soon as possible. For wooden furniture (coffee tables, TV stands): avoid placing in humid environments, use coasters to prevent water stains, and wipe with a dry or slightly damp cloth. For decor items (e.g., decorative pillows, wall art), follow the cleaning instructions on the label.
Shipping & Delivery
Q: What are the shipping areas and delivery times?
A: We offer shipping to most domestic and selected international regions. Domestic standard shipping typically takes 3-7 business days after order processing (processing time is 2-5 business days for standard products, 7-15 business days for custom products). International shipping times vary by destination, generally 7-15 business days after processing. Remote areas may require additional shipping time and fees. Specific shipping options and estimated delivery times will be displayed at checkout.
Q: Is there free shipping?
A: Yes, we offer free standard shipping for domestic orders that meet a certain order value threshold. The specific free shipping threshold is displayed on the homepage or at checkout. Please note that free shipping does not apply to custom-made products, oversized items, or international orders. Shipping fees for these orders will be calculated based on the product weight, size, and destination.
Q: How can I track my order?
A: Once your order is shipped, you will receive a shipping confirmation notification containing a tracking number and a link to the carrier's website. If you have an account, you can also log in to your account, go to "Order History", and view the real-time tracking status of your order. If you do not receive the tracking information within the estimated processing time, please wait a little longer as there may be a slight delay in the carrier's information update.
Q: What should I do if the shipping address is incorrect?
A: Please carefully check the shipping address before submitting your order. If you need to modify the address after placing the order, please do so as soon as possible (within 24 hours). Once the order has been processed or shipped, we may not be able to modify the address. If the package is returned due to an incorrect address, you will be responsible for the return shipping fee and the re-shipping fee for re-delivery.
Returns & Refunds
Q: What is the return policy?
A: You can request a return within 30 calendar days from the date of delivery, provided that the product is in its original unused condition, with all original packaging, tags, and accessories intact. Custom-made products, final sale items, and products that have been used, damaged, or modified by the customer are not eligible for return (unless defective upon arrival).
Q: How do I initiate a return?
A: To initiate a return, please first complete the return request process through the specified channel (details in the return policy). You will need to provide your order number, product information, and the reason for the return. After the return request is approved, you will receive a return authorization number and return shipping instructions. Please ship the product back using a traceable shipping method and provide the tracking number.
Q: Who bears the return shipping cost?
A: If the return is due to a product defect, damage during shipping, or an error in the order (e.g., wrong product, wrong size), we will bear the return shipping cost. If the return is due to personal reasons (e.g., change of mind, incorrect size estimation), you will be responsible for the return shipping cost. The original shipping fee (if any) is non-refundable for returns due to personal reasons.
Q: How long does it take to receive a refund after returning the product?
A: After we receive and inspect the returned product (usually within 3-5 business days of delivery to our warehouse) and confirm it meets the return requirements, we will process the refund. The refund will be issued to your original payment method, and the processing time varies by payment provider: 7-10 business days for credit card payments, 3-5 business days for digital payment methods (e.g., PayPal).
Payment
Q: What payment methods are accepted?
A: We accept various secure payment methods, including major credit cards (Visa, Mastercard, American Express), debit cards, and popular digital payment platforms. All payments are processed through a secure payment system to ensure the safety of your payment information.
Q: Is my payment information secure?
A: Yes, we take the security of your payment information very seriously. All payments are processed through a trusted third-party payment processor, and we do not store your full payment card information. The payment process uses advanced encryption technology to protect your personal and payment data from unauthorized access.
Q: Why was my payment declined?
A: Common reasons for payment decline include: insufficient funds in the account, incorrect payment information (e.g., wrong card number, expiration date, CVV code), the card has expired, the card issuer has blocked the transaction (due to security concerns), or the payment method is not supported. Please check your payment information and account status, or try an alternative payment method.