FAQ
Q: Is account registration required to place an order?
A: No, you can place orders as a guest without registering an account. However, creating an account allows you to track order status in real time, save shipping addresses for future purchases, view historical order records, and receive updates on new product launches and promotional activities. The registration process is simple and only requires basic information such as your email address.
Q: Can I modify or cancel my order after payment?
A: You can request to modify or cancel the order within 24 hours of successful payment, provided the order has not entered the processing stage. Once the order is processed (such as product packaging, warehouse allocation), modifications or cancellations are no longer supported. For customized products (e.g., custom-sized dressers, personalized carpets), cancellation is not allowed once production starts, and modification may incur additional fees.
Product Related
Q: How to confirm the size and specifications of furniture products?
A: Detailed size parameters (length, width, height) and product specifications are provided on each product detail page, including dimensional drawings for reference. For furniture such as dressers and bedside tables, we also note the load-bearing capacity and assembly requirements. If you have further questions about product size, you can refer to the product description or related Q&A on the page.
Q: Are the actual product colors consistent with the pictures?
A: We strive to present the most authentic product colors through professional shooting, but slight color differences may exist due to factors such as display device resolution, lighting conditions, and shooting angles. Such color differences are normal and do not constitute quality defects. You can refer to customer reviews and real-shot photos (if available) on the product page for a more intuitive understanding of the actual color.
Q: Do customized products support returns or exchanges?
A: Customized products (e.g., custom-sized dressers, personalized pattern carpets) are produced according to your specific requirements and are non-returnable and non-exchangeable in principle. Returns or exchanges are only accepted if the product has serious quality defects (e.g., structural damage, material inconsistency with the confirmed requirements) or does not match the customized parameters due to production errors. You need to provide relevant proof (such as customization confirmation documents, product defect photos) within 7 days of receipt.
Shipping & Delivery
Q: What is the order processing time and delivery cycle?
A: For in-stock small items (table lamps, carpets), the processing time is 2-3 business days; for large furniture (dressers, bedside tables), the processing time is 3-5 business days due to additional packaging and inspection. Domestic standard delivery takes 3-7 business days for small items and 5-10 business days for large furniture after shipment. International delivery usually takes 7-15 business days. Customized products require 7-10 business days for production and processing, with specific times indicated on the product page.
Q: Can large furniture products be delivered to the door?
A: Yes, we provide door-to-door delivery service for large furniture such as dressers and bedside tables. For remote areas or buildings without elevators, additional fees may be charged for manual handling, and the specific situation will be indicated at checkout. It is recommended that you confirm the accessibility of the shipping address (such as elevator size, corridor width) before placing an order to avoid delivery difficulties.
Returns & Exchanges
Q: What are the conditions for returning or exchanging products?
A: You can apply for return or exchange within 30 days of receiving the product, provided that: 1) The product is unused and in its original condition, with no scratches, damage, or signs of use; 2) Original packaging, tags, instructions, and accessories are intact and returned together; 3) Valid proof (order number, product photos) is provided. Products that have been used, modified, or damaged due to improper use are not eligible for return or exchange.
Q: Who bears the return shipping cost?
A: If the return or exchange is caused by product quality defects, wrong delivery (wrong style, wrong size), or shipping damage, the return shipping cost is borne by the seller. You can pay the shipping cost in advance and provide the logistics invoice for reimbursement. If the return is due to personal reasons (e.g., change of mind, incorrect size estimation), you need to bear the return shipping cost, and the original shipping fee is non-refundable.
Payment
Q: What payment methods are supported?
A: We support a variety of secure payment methods, including major credit cards (Visa, Mastercard, American Express), debit cards, and mainstream digital payment platforms. All payments are processed through a professional third-party payment system to ensure the security of your payment information, and we will not store your complete payment card details.
Q: Why was my payment declined?
A: Common reasons for payment failure include insufficient account balance, incorrect payment information (e.g., wrong card number, expiration date), the card issuer blocking the transaction due to security risks, or network delays. It is recommended that you check the payment information and account status first, or try an alternative payment method. If the problem persists, you can contact your payment institution for confirmation.