We sometimes receive calls or emails from customers who feel that their furniture is defective. However, it often turns out to be normal material, engineering or aesthetic characteristics.
Here are the most common questions and answers regarding your purchase.
If you still can't find your answer, an after-sales contact form is included on this page.
To reach the after-sales service by phone, call us at 514-396-7381 and ask for extension 24.
We strongly encourage you to use the form at the bottom of the page. However, if you would like to send an email here is the service email: email@example.com
How can I adjust my drawers?
You will find on this document the method to adjust your drawers.
Why are there creases in the leather or fabric or is the foam sunken?
The appearance of wrinkles in the leather or fabric is a common phenomenon that ensures your comfort from the first time you use it. In fact, these are often referred to as "comfort wrinkles". You should expect wrinkles in a high quality leather or fabric sofa. At the time of manufacture, the upholstery is stretched over the spongy high density foam surface and the type of material, engineering of the furniture and its use determine the amount of ripples in the upholstery. Being completely stretched would be a sign of a low quality and uncomfortable sofa.
We assure you that this is indeed necessary for your comfort. In fact, these are called "comfort lines" or puddles. This is not a defect. You should expect wrinkles on a high quality leather or fabric sofa, as we stretch the upholstery over a spongy surface. But being completely stretched would be a sign of a cheaper, uncomfortable sofa.
The first three months, the high-density foam padding softens and sags slightly by an inch and then settles. The first few times you sit down, your weight causes the micro-cells that make up the foam to break down. A slight sagging of the foam with slight folds in the cover is quite natural.
Packaging and transportation can cause temporary and vague deformations of the leather/fabric, so it is a matter of smoothing the surfaces with your hands and sometimes reshaping the padding to reduce them.
See attached example and photo: Shaping the product
Why does leather have irregularities?
Leather is a natural material. What may appear to be defects are in fact normal marks in the animal's hide that illustrate the authenticity of the upholstery. These marks are very often scars or insect bites. Or it may be a scar from a cow rubbing against barbed wire, often looking remarkably like a scratch.
Seams or sections don't line up?
Your sofa may have a difference in alignment at the seams and also between modules or sections, this is due to the fact that your furniture is entirely handmade by craftsmen. This ensures a robust construction and long term life and proof of authenticity and quality of the product.
It is also important to take into account that furniture with different removable sections is slightly misaligned since it is not built in one block. Adjustments can be made to the alignment of the modules of a sofa.
Is the recliner or battery not working?
If the recliner does not work, check to see if it is plugged into a working outlet. Then unplug and replug the power cord. If it still doesn't work, check the various wire connections.
In case of abnormal noise, record and send us a short video of maximum 10 seconds.
In the case of battery operation, it is possible that the battery is not correctly connected on both sides. You can check this as in the example below:
Are the furniture doors or drawers not aligned?
The doors or drawers of furniture being sections with removable parts, the engineering of the furniture prevents in some cases a complete and perfectly symmetrical alignment without harming the beauty of the furniture. Hinges or rails may need to be adjusted. It is also possible that the furniture is not on a level surface.
The furniture is not the right color?
We will deliver your furniture according to the color and code chosen in store. However, it is common to notice slight variations between the color samples in store and the final result. Whether it is for wood, leather, vegan leather or fabric, the color from one batch of stain to another cannot be reproduced 100%. Variations can be caused by the type of lighting.