Frequently Asked Questions

All the questions you have are here!

Covid – 19

CUSTOMER SERVICE 

 What measures are in place to ensure the safety of customers and store employees?  

OUR MEASURES TO ENSURE YOUR SAFETY:
 We limit the number of customers in store.
 We are improving the cleaning protocol in stores.
 We are facilitating social distancing.

We provide disinfection stations for our customers and employees. Only card payments will be accepted. All home deliveries will be made by our custom delivery drivers We continue to monitor the situation and will adapt our best practices according to the guidelines provided by the Public Health Agency of Canada and local authorities. For more information, please contact your local store.

HOME DELIVERY

What changes have been made to your delivery policy due to Covid-19? 

Please refer to our delivery policy.

Are home deliveries still in effect? 

As we strive to provide our customers with the best shopping experience possible, home deliveries will continue. 

What measures are in place to ensure the safety of customers and deliverers during home deliveries?

In order to ensure the safety of customers and delivery agents, please note that deliveries will be made by us on a bespoke basis.

Can I change the delivery date of my order?  

Please contact us at 514 722 5828 for delivery options in your area.  

Products in stock: Currently, we do not anticipate any delays for the Order Shipping Service or Home Delivery Service. Please note that due to Covid-19, some delivery partners are experiencing delivery delays. Should such delays occur, we thank you for your patience and understanding!  

ONLINE SHOPPING

 Are there any processing or order shipping delays from your distribution center?

 Out-of-stock products: Global supply chains have been severely impacted by the Covid-19 pandemic. As a result, the delays faced by products out of stock on our website are caused by factors beyond Casavogue’s control. Thank you for your patience and understanding!  

RETURNS AND RETURNS

 Has your exchange and return policy changed?  

 To ensure the safety of our customers and employees, we have introduced new exchange and return procedures*.  
 * As the COVID-19 situation continues to evolve,we reserve the right to make any necessary changes to this policy without notice. We will continue to adapt our best practices based on guidance from the Public Health Agency of Canada and local authorities.

order and payment

Your shopping experience is our top priority from start to finish.  

Is it safe to share my personal and credit card information on your website?  

It is absolutely safe to use your credit card on our website. Confidential information is transmitted through the same encryption system used by financial institutions.  

What payment methods are accepted?  

 For in-store purchases, we accept Visa, MasterCard, American Express, debit cards, cash payments and Casavogue gift cards. For online purchases, we accept Visa, MasterCard, American Express.

Will I receive a confirmation after placing an order?

 You will receive a confirmation email as soon as your order has been placed.

What causes current order delays?

 In recent months, due to the COVID-19 pandemic, the global supply chain has been severely disrupted. As a result, it is very difficult for us to establish precise and accurate arrival dates for future shipments of products. Shortages of raw materials, labour shortages and international transportation restrictions have resulted in unexpected delays that

escape Casavogue’s control. We strive to provide you with the best customer service and will do our best to keep you informed of any changes that may affect your order. We greatly appreciate your loyalty and apologize for any inconvenience this may cause.

Is it possible to change the fabric or materials of a product?  

 Our carefully designed collections are only available in the choice of materials, measurements and colours presented on our site and in stores.  

 Are the product colours on site accurate?  

 Our team strives to present the colours and textures of the products as accurately as possible. However, the colors displayed may vary from monitor to monitor.

Casavogue Gift Card

Our gift card is the perfect gift for your loved ones.  

 What is a CASAVOGUE gift card and where can I get one?

 The Casavogue Gift Card allows you to choose the amount you want to offer and the recipient can exchange it for the products of their choice, of equal or lesser value. A gift card is available at any Casavogue store and online at Casavogue.ca.  

 Where can I use my Casavogue gift card?  

 Gift cards can be used in our Casavogue store. You can use your gift card to purchase all Casavogue products.

 Can I use my in-store Casavogue gift card at casavogue.ca?

 Yes, a store-bought gift card can be used on Casavogue.ca when paying.

Can I use my Casavogue e-Gift Card purchased online at the Casavogue store?

 Yes, a Casavogue e-gift card purchased online can be used in the Casavogue store.

 What are the accepted payment methods for purchasing a Casavogue e-Gift Card?

 Casavogue e-gift cards can be purchased using, VISA, MasterCard, American Express. Using a gift card to purchase another gift card only works if the shopping cart contains other products.

Are there any fees when using a Casavogue gift card?

Casavogue does not charge any fees or penalties associated with the use or non-use of Casavogue gift cards.

 Do Casavogue gift cards expire?  

 Casavogue gift cards have no expiry date.  

 S I bought a Casavogue gift card, can I return it or receive a full refund?  

 Casavogue gift cards are non-refundable and cannot be redeemed for cash.

Shipping and Delivery

What you need to know in order to receive your new furniture.

Do you offer international delivery?

We currently only ship to Canada.

What delivery options are available?

We strive to deliver our products in a timely, accurate manner.

What are the shipping costs?

Shipping costs vary by product and delivery address. 

Are taxes charged on delivery charges?

Provincial and regional taxes apply on delivery charges.

Is it possible to deliver to a PO box?

Due to the nature of our products, we are unable to deliver an order to a PO Box.

What can I do if I missed my delivery?

If you are not available for the intended delivery, you may be charged additional shipping costs for rescheduling or cancelling the delivery when the goods are in transit. Please contact us for more information.

Returns and Exchanges

What is your return policy?

If you are not completely satisfied with your purchase, we will gladly accept a return or exchange within 7 days of receiving or picking up your order, upon presentation of the original receipt. The unused product must be returned in its original condition and packaging.  

Refunds will be made according to the original method of payment. Customers are responsible for the transportation costs associated with the return or exchange of a mattress, unless the mattress has a manufacturing defect. A return or exchange cannot be applied to an abused, stained, soiled or otherwise unsanitary mattress. The return or exchange of a mattress cannot be processed in store.  

 How do I return merchandise?  

 Please contact us within 7 days of delivery or pick-up to return or exchange for a purchase made in store.To make a return or exchange of an online purchase, please contact us at 514-722-5828..  

 How do I proceed if my product is delivered damaged or defective?

 Please contact us as soon as possible with a detailed description of the defect or damage and a photo. We will help you without worries! If your purchase was made and/or picked up in store, please contact your Casavogue store to proceed with your request.  

 What is the warranty policy?  

 All Casavogue products are covered by a one-year warranty unless otherwise stated. Warranty applies to manufacturing defects related to domestic use only.  
Our products are not intended for commercial or industrial use. The warranty does not cover normal wear, such as tears, scratches, damage caused by impact or accident, discoloration of the product, shrinkage, battering of materials, deformation of upholstery materials and stains.Products that have been improperly stored, assembled or installed, inappropriately used, over-used, misused, modified or cleaned using improper methods and/or products are not covered by this warranty.  
This warranty does not apply to products that have been placed outdoors or exposed to extremes conditions.
It does not cover indirect or consequential damages. The original receipt is required for any claim and is non-transferable.  
  Certain consumer rights arising under applicable federal or provincial legislation may replace certain terms and conditions of this warranty. The warranty does not in any way change the rights assigned to you by law.As a result, the above exclusions and limitations may not apply to you.

Why are there folds in the leather or fabric or is the foam pressed?

The appearance of folds in leather or fabric is a common phenomenon that ensures your comfort from the first use In fact, these are often called «comfort wrinkles». You should expect folds on a leather sofa or high quality fabric. At the time of manufacture, the coating is stretched over the high-density spongy foam surface and the type of material, the design of the furniture and its use determine the amount of waves in the coating. Being completely tense would be the 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 wrinkles» or puddles. It’s not a flaw. You should expect folds on a leather sofa or high quality fabric, as we stretch the padding on a spongy surface. But being completely tense would be a sign of a cheaper and uncomfortable couch.


For the first three months, the high-density foam padding softens and sags slightly by one inch and then stabilizes. The first time we sit down, our weight causes the micros-cells that make up the foam to break. A slight sagging of the foam with slight folds of the coating is quite natural.


 Packaging and transport can cause temporary and vague deformations of the leather/fabric, it is then a matter of smoothing the areas with the 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 seem defects are actually normal marks in the animal’s skin that illustrate the authenticity of the coating. These marks are very often scars or insect bites. Or it could be a scar from a cow rubbing against a barbed wire, often looking remarkably like a scratch.



Seams or sections not aligned?

Your sofa can have a difference of alignment in the seams and also between the modules or sections, this is due to the fact that your furniture is entirely handmade by artisans. This ensures a robust construction and long-term life and proof of the authenticity and quality of the product.


It should also be taken into account that furniture with different removable sections are slightly misaligned since not built in a single block. Adjustments can be made to the alignments of the modules of a sofa.


Tilting seat or battery not working?

If the reclining seat is not working, check to see if it is plugged into a working outlet. Then unplug and reconnect the power wire. If it still does not work, check the different wire connections.


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


In the case of battery operation, the battery may not be properly connected on both sides. You can make sure of this as in the attached example:



Furniture doors or drawers not aligned?

As the doors or drawers of furniture are sections with removable parts, the design of the furniture prevents in some cases a complete and perfectly symmetrical alignment without harming the beauty of the furniture. Hinges or rails sometimes require adjustment. The furniture may not be on a level surface.


Is the furniture the wrong color?

We will deliver your furniture according to the color and code chosen in store. It is common, however, to notice slight variations between store color samples and the final result. Whether for wood, leather, vegan leather or fabric, the colour of one batch of dye to another cannot be reproduced 100%. Variations can be caused by the type of lighting.