Términos del servicio
After-Sales Service FAQ | Home Decor & Soft Furnishings
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AFTER-SALES SERVICE FAQ - HOME DECOR & SOFT FURNISHINGS
1. Order Production & Delivery Time
How long will it take to receive my order?
It depends on the product type you purchase:
- In-Stock Items: We will arrange shipment within 24 hours after payment. Actual delivery time depends on your address and logistics provider.
- Custom-Made Products (e.g., custom-sized curtains, tablecloths): Production usually takes 7–10 working days. We will ship immediately after production.
- Expedited Service: We offer expedited production for custom items, which can shorten the lead time to 5 days (contact customer service for details). Additional fees may apply.
Order Fulfillment Process
Order Placed → Confirm Product Type → In-Stock (Ship within 24h) / Custom (7–10 days production) → Shipping → Delivery
What is the lead time for large-volume orders (e.g., projects)?
For large-scale projects, we provide phased delivery. The total lead time is usually 15 to 30 days. Our project manager will keep you updated and provide a detailed delivery schedule.
2. Measurement, Design & Installation Services
How to book an on-site measurement? Is weekend/holiday service available?
Yes, we provide measurement services on weekends and public holidays. Please book at least 3 days in advance so we can arrange staff accordingly.
- Measurement Duration: A standard on-site measurement takes 30–60 minutes, depending on the number of rooms and complexity.
- Post-Measurement Service: You can confirm and place your order on-site. Our designer will provide initial renderings within 1–2 days.
How is installation arranged? How long does it take?
- Installation Scheduling: After order confirmation, we will contact you within 1 day to confirm the schedule and accommodate your availability.
- Installation Duration: Most home curtain or decor installations are completed within 1–2 hours. Complex or large-scale setups may take longer.
- Reminder: We will confirm the appointment by phone 1–2 days before the scheduled date.
Service Booking & Execution Flow
Book Measurement → On-Site Survey (Weekends/Holidays Available) → Rendering & Quotation (1–2 days) → Order Confirmation → Installation Schedule → Pre-Installation Reminder → On-Site Installation
3. Modifications, Repairs & Support
What is the deadline to modify or cancel my order?
You may modify or cancel your order **for free within 24 hours** of placing it. After 24 hours, additional labor fees may apply as production may have started.
How soon can you provide on-site repair service?
We provide professional after-sales repair services:
- Response Time: We respond to repair requests within 24 hours.
- On-Site Service: We arrange a technician to visit within 48 hours.
- Warranty: Replacement parts are covered under a 1-year warranty. Standard parts are usually replaced within 2–3 days.
How quickly is the support hotline answered? How long for complaint resolution?
We are committed to timely support:
- Hotline Response: We reply to calls/messages within 1 hour on working days, and within 12 hours on non-working days.
- Complaint Resolution: We provide a clear solution within 3–5 working days.
4. Returns & Refunds
Do you offer 14-day free returns?
Yes. Under EU law, you have a statutory **14-day right of withdrawal**.
- Period: You may cancel the purchase and return goods for any reason within 14 calendar days after delivery.
- Condition: Returned items must be unused, unwashed, undamaged, with all original tags and packaging intact.
- Refund Time: Refunds will be processed within 14 working days after we receive and inspect the returned goods.
- Exceptions: Custom-made items (e.g., custom-sized curtains) and sealed hygiene products (after opening) are excluded by EU law.
Legal Basis: Directive 2011/83/EU on Consumer Rights, Article 9 (right of withdrawal for distance contracts).
Who is responsible for shipping damage?
We take full responsibility for shipping damage at no cost to you.
Process:
- Inspect on Delivery: Please check the package and items in front of the courier. Note damage on the receipt and take photos.
- Report Promptly: Contact us within 48 hours of signing with your order number and clear photos/videos of damage.
- Resolution: We will arrange free replacement or full refund immediately after verification.
Delivery Damage Found → Report to Support within 48h (order number + evidence) → Verification → Free Reship or Full Refund
What if I refuse the package?
If you refuse delivery for any reason:
- Unconditional Refusal: If you refuse within the 14-day withdrawal period, it will be treated as a return. We will refund the product cost after receiving the returned goods. Original shipping fees are non-refundable under EU law.
- Damage-Related Refusal: If you refuse due to severe damage, notify us immediately. We will coordinate with the courier and arrange reshipment or refund.
Package Refused → Reason Confirmed → Unconditional (14-day return → product refund, shipping fee non-refundable) / Severe Damage (notify us → free reship or full refund)
What if the product is wrong due to incorrect website information?
We take full responsibility if the item you receive is incorrect due to our error (wrong description, image, size).
Process:
- Contact support with evidence (order screenshot, error details, photos).
- We arrange free return pickup for the incorrect item.
- We will send the correct item for free or issue a full refund, covering all shipping costs.
Item Incorrect → Contact Support with Evidence → Verification → Free Return Pickup → Free Reship or Full Refund → Case Closed
Who pays for return shipping?
Return shipping costs depend on the reason for return:
| Return Reason | Party Responsible for Return Shipping | Notes |
|---|---|---|
| Our Fault (quality, wrong item, shipping damage) | We pay | We cover round-trip shipping and free pickup. |
| Your Choice (14-day free return) | You pay | We refund the product cost only; original shipping is non-refundable. |
Legal Basis: Under EU consumer law, you are only required to pay the direct cost of returning goods when exercising the 14-day right of withdrawal.
What after-sales dispute channels are available?
We aim to resolve all issues amicably. If you are unsatisfied, you may use these official channels:
1. Contact Our Support Team
- Phone: +32 493 276 006
- Email: sifan-be@hotmail.com
- Address: SIFAN BV, Philippe Spethstraat 162, 2950 Kapellen, Belgium
2. EU Online Dispute Resolution (ODR Platform)
- Official EU platform: https://ec.europa.eu/consumers/odr/
3. Local Consumer Protection Authority
- Your national consumer authority in the EEA may handle cross-border disputes.