Furniture is bulky and sometimes made to order. We aim to communicate estimated availability, charges and fulfilment details before the customer confirms a purchase or service request.
Coverage and serviceability
Furniture delivery and on-site services may not be available at every location. Actual serviceability depends on seller origin, delivery partner network, destination PIN code, distance and the type or size of the item. A delivery estimate shown online is indicative until the specific order is accepted.
Who arranges delivery
The seller, SofaMend where acting as direct seller, or an appointed logistics provider may arrange shipment. The responsible party should appear in the applicable order and invoice information. Responsibilities for insurance, handling and transit loss will be assessed under the applicable contract and consumer law.
Delivery charges and applicable taxes
Standard shipping, express options, installation, unloading, floor-carry or remote-area charges (if applicable) should be itemised before payment. Customers should not be asked to pay undisclosed mandatory charges on arrival. Any new service cost arising from an unexpected access issue requires advance explanation and customer acceptance.
Processing, dispatch and estimated dates
Dispatch begins after applicable payment confirmation, order acceptance and any required customization finalisation. Ready-stock and customized furniture can have different processing periods. Public pages should not promise a fixed 2-, 5- or 10-day delivery without genuine service data; rely on the estimate confirmed for your order.
Tracking and status information
Use your customer account or support contact to request the current order status. Dispatch and delivery messages may be shared by email, SMS, phone, WhatsApp or the dashboard where enabled. Do not disclose OTPs to an unauthorised caller or send payment outside the recognised checkout.
Home access and measurements
The buyer should provide an accurate address and disclose limited access, narrow stairwells, lift restrictions and building delivery hours when known. For large sofas, beds or wardrobes, confirm the packaging and assembled dimensions against entry width, elevator size and room size before delivery. We will discuss viable alternatives if access is inadequate.
Missed delivery and rescheduling
If delivery fails because the address is incomplete, access is denied or no authorised recipient is available, the provider may offer rescheduling. Any genuine, reasonable repeat-attempt fee must have been appropriately disclosed or newly accepted; a surprise fee must not be imposed. If delays are caused by the seller or courier, consumer rights to remedy are preserved.
Inspection and delivery acknowledgement
Where reasonably practical, check package count, visible damage, major colour or model mismatch and missing parts before acknowledging delivery. If inspection is not possible immediately, preserve packaging where practical and report discovery promptly with photographs and the order reference. Signing a proof-of-delivery slip does not automatically waive rights regarding hidden defects or misdescription.
Damage, missing items and mismatch
For damage, missing components, wrong item or an order that is materially different from its description, contact Grievance Support with photographs, invoice and order details. We may arrange an inspection, replacement, return, repair or refund as appropriate to the facts and applicable law. We will not impose an arbitrary no-return rule for faulty or misdescribed goods.
Assembly, fitting and installation
Assembly or installation is included only if displayed in the confirmed order. Keep the area reasonably accessible and safe for installers. Any wall-drilling, power work, additional modification or disposal of old furniture should be agreed before work. Warranty for installation work, if offered, should be specified on the job record.
Custom-made or bulky furniture
Made-to-order furniture may have longer lead times and narrower change-of-mind cancellation options after approved production begins. This does not remove remedies for damaged, defective, delayed beyond agreed commitments, or materially non-conforming products. Size, material, finish and delivery conditions should be accepted before fabrication.
Services versus delivered goods
Repair, cleaning, refurbishment and polishing bookings involve visits rather than shipping. Appointment times are subject to confirmation, travel and safe access. An inspection may produce a revised scope and estimate requiring your agreement before extra work begins.
Delays and service interruptions
Weather, road restrictions, strikes, inventory shortages or operational incidents may affect estimated dates. The responsible party should communicate material changes and reasonable next steps. We will not label all delays as “force majeure” to avoid legitimate consumer remedies.
Failed, lost or undelivered orders
If an item cannot be located or delivered, contact support; we will review tracking and seller information and coordinate a lawful remedy including reshipment or refund as appropriate. A completed payment is not proof that goods were successfully delivered.
Related customer policies
For cancellation, damaged-product returns and refund processing see Return, Exchange & Refund. For payment discrepancies use Payment Policy.