Returns and Complaints

How can I return my order?

You can return unused items within 14 days of delivery. The goods must not show any signs of use other than trying the covers on the furniture.

Want to make a return? Use the link below to create your return online.

Make a return (withdraw from the contract)

Return shipping costs are paid by the customer.

When returning the order the Buyer is responsible for any customs or taxes linked with importing the item back in the EU. This should be marked by the Buyer with the shipping company. Any requests from shipping companies to cover taxes, customs, etc are automatically rejected by Soferia.

Can I return items from different orders together?

Yes, if you have several orders shipped by Soferia, you can return them to us in one parcel.

Start the return for each order, pack all items in one box and mark the box with the numbers of all the orders.

When will I get my refund?

You will receive your refund within 5 days of us receiving your return. Keep the carrier’s proof of shipment until you receive your refund.

Which carrier can I use to send my return?

The choice of carrier is up to you. Just remember to choose delivery to an address, not to a parcel locker or pick-up point.

Do I need to put any documents in the parcel for Soferia to process my refund?

No, there is no need. Our returns process is designed so that the logistics centre can refund the items in the returned parcel.

Note: fabric samples and fabric bought by the meter cannot be returned.

How can I make a complaint?

Soferia products have a 2 year warranty.

If the goods do not match your order, send us a message at [email protected] with a description of the complaint, photos and how you would like the complaint to be resolved.

How is a complaint handled?

Complaints are handled without delay, no later than 14 days from the date they are submitted.

If the information in your complaint needs to be completed, the Store will ask you to provide it. The time to handle the complaint then runs from the date we receive the missing information.

If the complaint is accepted, SOFERIA will collect the goods at its own cost and repair them or replace them with new, full-value ones.

If repair or replacement is not possible, the Store will refund the price of the goods or, with your consent, offer you a choice of other products available in the Store.

Repaired goods are sent back to you at SOFERIA’s cost.

Complaints submitted more than two years after the Store fulfilled the order will not be considered.

If you do not want the product repaired or replaced but want to return it, you pay the return shipping costs.

If the returned goods turn out to match the contract/order, the complaint will not be accepted. At your request, we will send the cover to you again for a delivery fee of 20 USD.

Mechanical damage caused by animals, including tearing, puncturing, cuts, pulled threads, or damage resulting from intensive scratching or use of the Product as a scratching surface, shall not constitute grounds for complaint or warranty claims. Fabrics described as “scratch resistant” provide increased resistance to superficial scratching only and are not fully resistant to animal claws.