🛋️ Furniture After-Sales Frequently Asked Questions (FAQs)

Find quick answers to common questions regarding shipping, assembly, and product care.

Q1: The sofa or chair seems smaller than expected, or the seat height is lower than it looked in the pictures. What should I do?

A: We apologize if the physical item did not meet your expectations. Due to camera angles, lighting, and display settings, there may be slight visual differences. We highly recommend reviewing the exact dimensions (Length x Width x Height) listed on the product page and measuring your space before purchasing.

💡 If you have already received the item and the dimensions do not match the description, please contact our customer service with photos. We will gladly offer a partial refund for the difference, or assist you with a return or exchange.

Q2: The packaging arrived damaged, and I found broken wood, bent parts, or stained fabric. How do I handle this?

A: We are deeply sorry for the damage incurred during transit. This occasionally happens due to rough handling by the shipping carrier.

💡 Please inspect the outer packaging immediately upon delivery. If damage is found, take clear photos (including the outer box, shipping label, and damaged parts) and send them to our support team. We will quickly arrange for replacement parts or offer a partial refund. If the damage severely affects usability, we will provide a full refund and arrange a return.

Q3: I am missing screws, hardware, or main components (like sofa legs or backrests) during assembly. What should I do?

A: Due to occasional packing oversights at the factory, parts may be missing. We apologize for the inconvenience.

💡 You do not need to return the entire product. Please check the manual, identify the missing part numbers (e.g., B18, C1), and contact us. Once verified, we will ship the missing parts to you immediately for free, minimizing any delay in enjoying your new furniture.

Q4: After assembly, there are large gaps between parts, misaligned screw holes, or the sofa bed makes noise/gets stuck when pulled out. Help?

A: Assembling large furniture requires some patience. Gaps or noises may occur if parts shifted slightly during transit or if screws are not perfectly aligned.

💡 We suggest loosening the screws in the affected area, realigning the parts, and gradually retightening them. If the issue persists, please send us a video or photo. We can provide replacement parts or an appropriate compensation plan. If it is a major unfixable defect, we will support a full refund.

Q5: The seat cushion is too hard, the back pillow isn’t fluffy, or the cushion sags after use. Is this a quality issue?

A: Furniture firmness is subjective. Our cushions use high-density foam for long-term support; they may feel firm initially but will naturally soften and conform to your body within a few weeks. Due to vacuum-sealed packaging, back pillows may look flat upon arrival. They typically regain their fluffiness after patting and resting for 48-72 hours.

💡 If you find the comfort level unacceptable, please contact us. If the product is unused and in original condition, we can discuss a return/exchange. If it has been used but exhibits sagging, we will evaluate and offer a partial refund as compensation.

Q6: The tracking shows “Delivered,” but I didn’t receive it, or I only received some of the boxes.

A: Large furniture is usually shipped in multiple packages, which may arrive 1-2 days apart. Carriers also sometimes leave packages with neighbors or in hidden spots like porches.

💡 Please check around your property and verify the tracking numbers. If the package is confirmed lost or missing, contact us immediately. We will investigate with the carrier and arrange for a replacement shipment or a full refund to save you time.

Q7: My order is delayed due to being out of stock, and I no longer wish to wait. Can I get a refund?

A: Yes. Due to sales fluctuations and supply chain syncing, occasional inventory delays may occur. If your order cannot be shipped on time, we will notify you immediately.

💡 You can choose to wait (we may offer a delayed shipping compensation) or request a full cancellation and refund. We completely understand if you need the item urgently, and your refund will be prioritized.

Q8: The product doesn’t match the description (e.g., wrong material, color difference, wrong style). Can I return it?

A: We are committed to accurate product descriptions. If you received the wrong color, or if the material clearly differs from the description, we take full responsibility.

💡 Please send us photos. We will cover the return shipping for a full refund, or offer a proportional discount if you prefer to keep the item. For customer ordering errors (e.g., wrong size/color), we can also assist with a return, provided the item is in resalable condition.