Dear Customer,

Cas thanks you for your purchase and for the trust you have placed in us.

We have received your service request; it will be reviewed by our team, and we will contact you within the next 24 to 72 business hours. No need to worry, we have a team of experts in place ready to help.

We sometimes receive calls or emails from customers who believe that their furniture is defective. Often, however, these turn out to be normal features of the materials, the engineering, or the aesthetics.

Here is a list of the most common questions and answers regarding your purchase:

1. Why are there creases in the leather or fabric or is the foam sunken?

2. Why does the leather have irregularities?

3. Seams or sections are not aligned?

4. Reclining seat or battery not working?

5. The doors or drawers are not properly aligned?

6. The furniture is the wrong color?

1. Why are there creases in the leather or fabric or is the foam sunken?

The appearance of creases in leather or fabric is a common occurrence that helps ensure your comfort from the very first use. In fact, these are often referred to as "comfort wrinkles". At the time of manufacture, the upholstery is stretched over the spongy high density foam surface and the type of material, furniture engineering and use will determine the number of waves in the upholstery.

During the first three months, the high-density foam padding softens and sags slightly by an inch and then stabilizes. The first few times we sit down, our weight causes the micro-cells that make up the foam to break. A low sag in the foam with slight creases in the upholstery is quite natural.

Packaging and transport can cause temporary deformations with waves in the leather / fabric, it is then a question of smoothing the surfaces with your hands and sometimes reshaping the padding to reduce the.

See attached example and video: Shaping the product

2. Why does the leather have irregularities?

Leather is a natural material. What may appear to be defects are in fact normal marks in the skin of the animal which illustrate the authenticity of the covering. 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.

3. Seams or sections are not aligned?

Your sofa may have a difference in alignment at the seams and between the modules or sections, this is due to the fact that your furniture is entirely handmade by craftsmen. This ensures robustness of construction and long-term life and proof of the authenticity and quality of the product. It should also be considered that furniture with different removable sections is slightly misaligned since it is not built in a single block. Adjustments can be made to the alignments of the modules of a sofa. See the attached video: Module alignment

4. Reclining seat or battery not working?

If the reclining seat does not work, check to see if it is plugged into a working outlet. Then disconnect and reconnect the power cord. If it still doesn't work, check the various wire connections.

In the case of abnormal noise, record and send us a short video of a maximum of 10 seconds.

In the case of battery operation, it is possible that the battery is not correctly connected on both sides. You can make sure of this as in the attached example:

5. Cabinet doors or drawers not aligned?

Since furniture doors or drawers are sections with moving parts, the engineering of the furniture in some cases prevents a complete and perfectly symmetrical alignment without detracting from the beauty of the furniture. Hinges or rails sometimes require adjustment. The furniture may also not be on a level surface.

6. The furniture is the wrong color?

We will deliver your furniture to you 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 for wood, leather, vegan leather or fabric, the color from one dye lot to another cannot be 100% reproduced. Variations may be caused by the type of lighting.

If this information did not satisfy your request, please include the following information in your service request to expedite your request:

  • Invoice number

  • Name on invoice

  • A description of your request

  • 2 photos: A first of the product in its entirety and a second of the specific spot in close-up.

Please do not overload our other social networks with a customer service query. Only service requests sent by email will be processed by our team.

Your satisfaction being our priority, we are committed to providing you with a quick and personalized response.

Thank you for trusting Casavogue.