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 are improving the cleaning protocol in stores.
We are facilitating social distancing.
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?
ONLINE SHOPPING
Are there any processing or order shipping delays from your distribution center?
RETURNS AND RETURNS
Has your exchange and return policy changed?
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?
What payment methods are accepted?
Will I receive a confirmation after placing an order?
What causes current order delays?
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?
Where can I use my Casavogue gift card?
Can I use my in-store Casavogue gift card at casavogue.ca?
Can I use my Casavogue e-Gift Card purchased online at 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
Do you offer international delivery?
What delivery options are available?
What are the shipping costs?
Are taxes charged on delivery charges?
Is it possible to deliver to a PO box?
What can I do if I missed my delivery?
Returns and Exchanges
What is your return policy?
How do I return merchandise?
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?
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.