The firmness doesn’t feel right. What should I expect?
When your couch arrives, the foam is tightly packed to protect it during transportation.
It may feel firmer or more compressed during the first few days.
As you use it with normal daily sitting, the foam naturally expands and softens to its intended comfort level.
Most cushions reach their true feel within 1–2 weeks.
How long does it take for the cushions to reach their final firmness?
Foam goes through a settling period after delivery.
The combination of air exposure, weight distribution, and regular use allows it to open up fully.
You can expect the final, true firmness to be reached after 1–2 weeks of normal use.
I want to change the firmness. Is that possible?
Yes. After you receive your order, we can adjust or replace the foam to achieve your preferred firmness.
Generate a support ticket with your order number and we’ll provide a quote based on your model and cushions.
“The sofa feels different from the showroom.” Why?
Showroom sofas are already broken in by weeks or months of use.
Your brand-new sofa will feel slightly firmer at first, then soften gradually to match that showroom comfort.
Why does the fabric look stiff or wrinkled after delivery?
This is normal. Fabric relaxes after unpacking and will smooth out within a few days of regular use.
Why is my foam making noise or feeling stiff?
Fresh foam and fabric may create minor noise initially.
This goes away as the materials settle and soften.
Does the foam soften over time?
Yes. Foam naturally loosens with heat, weight, and regular use.
This is part of the normal break-in process.
Can I change the couch configuration after approving the blueprints?
Yes — if the sofa has not entered production yet, we can update the configuration.
If production has already started, changes may require additional charges depending on the stage of manufacturing.
My sofa arrived with a defect. What should I do?
Take clear photos of the issue within 24 hours of delivery and open a support ticket.
This helps our team assess the problem quickly and provide the correct resolution.
I’m missing a part (legs, bolts, connectors, etc.).
Submit a ticket with a photo of the missing part or the area it belongs to.
We’ll ship replacement parts right away.
One of my legs or connectors is damaged.
Take a photo of the damaged component and upload it to your ticket.
We will send a replacement piece as quickly as possible.
Can I order replacement covers or cushions?
Yes. Provide your order number, model name, and fabric name so we can match your original configuration accurately.
What is your return policy?
We accept returns within 15 days of delivery for standard (non-custom) items.
The item must be in original condition with no damage.
Packaging Requirement:
Please retain the original packaging boxes for the product(s) you wish to return.
If the packaging is not available, a restocking fee will be applied.
Can I return a custom piece?
No. Custom items cannot be returned or exchanged because they are built to your exact specifications.
How is the return picked up?
We arrange pickup through our logistics partner.
The item must be cleaned, in original condition, and accessible for pickup.
I haven’t received my refund. How long does it take?
Refunds are processed within 5–10 business days after the return is approved and inspected.
How do I file a warranty claim?
Provide the following through your support ticket:
Your order number
Photos or videos of the issue
A brief description of the problem
Our team will assess and guide you through the next steps.
