Terms of Service

After-Sales Service FAQ for Soft Furnishings & Decor

1. Order Production & Delivery Lead Time

How long does it take from placing an order to receiving the goods?

It depends on the type of product you purchase:

Standard/In-Stock Items：We will arrange shipment within 24 hours after your payment is received. The specific delivery time depends on your address and the logistics provider.
Customized Products（e.g., curtains or tablecloths with custom sizes）：The production lead time is typically 7-10 working days. We will arrange shipment immediately upon completion.
Rush Service：For customized products, we offer a rush service that can shorten the production lead time to 5 days at the earliest (please consult customer service for details). Additional fees may apply for rush orders.

Order Fulfillment Overview

Customer places order → Confirm product type → Standard items (shipped within 24hrs)/Custom items (7-10 day production) → Logistics delivery → Customer receives goods

What is the lead time for large-volume orders (e.g., engineering projects)?

For large-scale engineering projects, we implement phased delivery with an overall lead time of typically 15 to 30 days. Our project manager will maintain communication with you and provide a detailed delivery schedule.

2. On-Site Measurement, Design & Installation Services

How to book an on-site measurement? Is it available on weekends or holidays?

Yes, we offer measurement services on weekends and holidays, but we require at least 3 days' advance booking to coordinate our staff schedule.

Measurement Duration：A standard on-site measurement typically takes 30-60 minutes, depending on the number of rooms and complexity.
Post-Measurement Service：You can confirm and place your order on-site after the measurement. Our designer will provide an initial render proposal within 1-2 working days.

How is the installation service arranged? How long does it take?

Installation Scheduling：We will contact you within 1 working day after your order confirmation to confirm the specific installation schedule and will try our best to accommodate your availability.
Installation Duration：Curtain or decor installation for most households can be completed within 1-2 hours. Complex structures or large-area installations may take longer.
Installation Reminder：We will confirm the appointment with you again via phone 1-2 days before the scheduled on-site date to ensure your availability.

Service Booking & Execution Process

Book measurement service → On-site measurement (weekends/holidays available) → Provide render & quote within 1-2 days → Customer confirms order → Confirm installation schedule within 1 day → Phone reminder 1-2 days before installation → On-site installation

3. Order Modification, Repair & After-Sales Support

What is the deadline for modifying or canceling an order?

You may modify or cancel your order free of charge within 24 hours of placement. After 24 hours, additional labor fees may apply as production may have already started.

How soon can you send a technician for on-site repairs if the product needs fixing?

We provide professional after-sales repair services:

Response Time：We will respond to your repair request within 24 hours.
On-Site Time：A technician will be arranged to visit within 48 hours.
Parts Warranty：Replaced parts under repair come with a 1-year warranty. For standard parts, we can typically arrange replacement within 2-3 days.

How quickly can I reach the after-sales hotline? How long does complaint handling take?

We are committed to providing timely customer support:

Hotline Response：During working days, we will reply to your call or message within 1 hour; for non-working days, within 12 hours.
Complaint Handling：We commit to providing a clear resolution within 3-5 working days.

4. Refunds & Returns

Do you offer 14-day free return & exchange?

Yes, in accordance with EU law, you have the statutory right to a "14-day cooling-off period" to cancel the contract without giving any reason.

Timeframe：You have the right to unilaterally cancel the purchase contract and return the goods within 14 calendar days of receiving them, without providing any reason.
Conditions：Returned goods must be in their original condition, unused, unwashed or undamaged, with all original tags and packaging (e.g., dust bags, original boxes) intact.
Refund Processing Time：We will process your refund within 14 working days after receiving and inspecting the returned goods. The refund will be credited back to your original payment account.
Exceptions：Under EU law, this right does not apply to customized goods (e.g., curtains made to your specified dimensions) or sealed goods that are unsuitable for return due to hygiene reasons (after opening).

Legal Basis: Article 9 of the Consumer Rights Directive (2011/83/EU) stipulates consumers' right to cancel distance or off-premises contracts within a 14-day period.

Who is responsible for damage during logistics transportation?

We are responsible for any damage incurred during transportation, and you will not be charged any fees.

Handling Process:

Inspect Upon Signing：Please inspect the packaging and goods in the presence of the courier when signing for delivery if possible. If visible damage or deformation to the outer packaging is found, please immediately note this on the delivery receipt and take photos for documentation.
Timely Feedback：If you discover damage to the goods during transportation after opening the package, please contact our customer service within 48 hours of signing for delivery and provide your order number, along with clear photos or videos of the damaged goods.
Solution：Once verified, we will immediately arrange for free reshipment or a full refund for you.

Customer finds damage upon signing → Contact customer service within 48hrs (provide order number & evidence) → We verify the situation → Verified (free reshipment or full refund)/In doubt (initiate logistics investigation, update customer)/Unclear liability (we bear the loss first)

How are customer refusals of delivery handled?

If you refuse delivery for any reason, we will handle it as follows:

Unreasonable Refusal：If you refuse delivery without reason within the 14-day cooling-off period, it will be deemed that you have exercised your right of return. We will process a refund (for the product amount) after the goods are returned to our warehouse in good condition. Please note that under EU law, the initial shipping fee will not be refunded when you exercise your 14-day right of withdrawal.
Refusal Due to Severe Packaging Damage：If you refuse delivery on the spot due to severe packaging damage, please notify us immediately. We will negotiate with the logistics company and arrange reshipment or refund for you.

Customer refuses delivery → Confirm refusal reason → Unreasonable refusal (deemed return right exercise → goods returned to warehouse → refund product amount, no shipping fee refund)/Severe packaging damage (notify us immediately → confirm with logistics → free reshipment or full refund)

What about returns/exchanges due to incorrect product information?

If you receive goods that do not match your order due to our error (e.g., incorrect product description, images, or size information on the website), we take full responsibility.

Handling Process:

Please contact our customer service promptly, explain the situation, and provide evidence (e.g., order screenshot, incorrect information screenshot, photos of the actual goods).
We will arrange free on-site pickup to return the incorrect goods.
At the same time, we will immediately send the correct goods to you free of charge, or process a full refund according to your choice, and bear all shipping costs incurred as a result.

Customer finds incorrect product info → Contact service with evidence (order/error info/actual goods photos) → We verify and confirm liability → Arrange free on-site pickup → Customer chooses solution (replace with correct goods: free immediate shipment / request refund: process full refund) → Issue resolved

Who bears the return shipping cost for after-sales?

The party responsible for return shipping costs varies depending on the reason for return/exchange, as follows:

Reason for Return/Exchange	Responsible for Return Shipping	Explanation
Our Responsibility (quality issues, wrong delivery, logistics damage)	We Bear	We cover all round-trip shipping costs and provide free on-site pickup.
Your Responsibility (14-day free return)	You Bear	You are responsible for the return shipping cost. We will refund the full product amount, but the initial shipping fee will not be refunded.

Legal Basis: The Consumer Rights Directive stipulates that consumers only need to bear the direct costs of returning goods when exercising their 14-day right of withdrawal.

What channels are available for after-sales rights protection?

We always aim to resolve any issues through friendly negotiation. If you are not satisfied with our solution, you may also seek assistance through the following channels:

1. Contact Our Customer Service

Phone: +86 (Please fill in the complete phone number)
Official Website: Fill in company official website (Find the "Contact Us" or "Support" page)
Social Media: Fill in company official social media accounts (e.g., Facebook, Instagram) to send private messages

2. EU Online Dispute Resolution (ODR) Platform

This is the official EU dispute resolution platform. You can visit https://ec.europa.eu/consumers/odr/, select your language, and submit a complaint. This information must be provided by us as a merchant selling goods in the EU.