Shopping Guide

 

Pre-Purchase Preparation and Product Selection

Careful pre-purchase planning ensures that your indoor furniture fits your home:

  • Space Dimensions: Accurately measure the width, depth, and height of your designated area. Allow ample clearance for regular walking paths, opening cabinet doors, and fully extending drawers.

  • Access Route Verification: Check the dimensions of all entryways, interior doorways, hallways, stairwells, and elevator doors to verify that boxed furniture can pass safely.

  • Materials and Indoor Climate: Review the detailed specifications for solid wood, upholstery fabric, metal supports, and foam cushioning. Our furniture is engineered strictly for indoor, climate-controlled residential environments.

  • Color and Texture Variations: We present fabric textures and wood finishes as accurately as possible. Subtle visual differences may occur due to individual screen settings and home lighting conditions.

Cart, Order Review, and Unified Commercial Cancellation

  • Cart Verification: Double-check product specifications, color variants, dimensions, quantities, and delivery addresses prior to submitting payment.

  • Order Confirmation: Once your order is placed, an immediate order summary is generated with your order reference number and an itemized breakdown.

  • Unified Commercial Cancellation Window: Customers may request to cancel an order within 48 hours of placement, provided that the order has not yet been packed and dispatched from the warehouse (whichever occurs first). If the items have already been dispatched, the return or exchange process—which allows for a 45-day window following receipt of the goods—must be followed.

Payment Methods and Checkout

We accept major credit card payments, including: Visa, MasterCard, etc.

All transactions are securely encrypted. Your credit card is charged at the time of order confirmation.

Payment FAQs and Troubleshooting

  • Why was my credit card declined?
    Common causes include typos in the card number, expiration date, or CVV code, daily spending limits, or a discrepancy between the billing address provided at checkout and the address on file with your bank.

  • How do I resolve payment errors?
    Ensure that the billing address entered matches your credit card statement exactly. If errors persist, contact your card issuer to approve the transaction, or complete your purchase using another supported card.

  • Are there unexpected transaction fees?
    No. The total amount displayed at checkout includes the product cost, applicable sales tax, and delivery charges. We assess no hidden transaction fees.

Delivery, Unpacking, and Arrival Inspection

  • Delivery Scheduling: Freight shipments are scheduled prior to arrival. Tracking information is provided once the carrier collects your order.

  • Carton Inspection: Inspect the exterior packaging upon delivery. Note any visible punctures, tears, or crushed corners directly on the driver’s delivery receipt before signing.

  • Keep Original Packaging: Retain all original protective boxes, foam inserts, and hardware packets for at least 45 days in case a return or exchange is necessary.

45-Day After-Sales Return and Exchange Policy

We provide a comprehensive 45-day return and exchange window:

  • Eligibility Period: You have forty-five (45) calendar days from the date of confirmed delivery to request a return or exchange.

  • Processing Requests: For after-sales return requests, customers may provide the order number and relevant explanatory details, and we will assist in processing based on the order status and applicable conditions.

  • Condition of Returned Items: Furniture submitted for return or exchange must remain unused and unassembled, with the original packaging, instruction manuals, and all accessories intact.

Domestic Return Logistics, Freight Costs, and Label Deductions

  • Return Facility: All returned items must be sent to our designated logistics return center.

  • Defective or Damaged Goods: When a return is due to a verifiable manufacturing defect, shipping damage, or fulfillment error, we cover all return shipping costs and arrange carrier pickup or provide prepaid shipping labels free of charge.

  • Discretionary Returns: For returns based on personal preference, room redesign, or measurement miscalculations, the customer covers the direct return shipping cost.

  • Prepaid Return Label Deductions & Freight Estimates:

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    • For large or heavy furniture items—such as sofas, substantial solid-wood dining tables, or bed frames—the estimated one-way return shipping cost ranges from $85 to $180, with a maximum deduction cap of $180 per item.

    • If you use the prepaid return label included in the package to return an item (for any reason), a flat shipping fee of $45.00 will be deducted from your refund.

     

Physical Return Timeline and Refund Disbursement

  • Customer Return Dispatch Window: After submitting a return request, the customer must hand over the returned items to the carrier and have them dispatched no later than forty-five (45) calendar days thereafter.

  • Refund Turnaround: We will complete the refund review and process the refund within 1 to 5 business days after your return request is submitted.

  • Scope of Refund: Refunds are issued exclusively to the original payment method. The refund includes the full product purchase price and our standard, least expensive outbound delivery fee. Upgraded delivery fees (such as expedited freight or room-of-choice placement) are non-refundable for discretionary returns.

Multi-Tiered Quality Responsibility and Warranty Commitments

We maintain three clearly differentiated levels of quality commitment:

Two-Year Standard Quality Conformity

  • Scope and Timeline: We assume full responsibility for the standard quality conformity of all indoor furniture for two (2) years starting from the date of physical delivery.

  • Coverage: This covers manufacturing flaws, structural joint instability, misaligned factory pre-drills, and unexpected material deterioration under normal indoor residential use.

  • Available Remedies: If a conformity issue arises, we provide free repairs or an equivalent replacement. If neither remedy is possible within a reasonable period or without major disruption, you may request a proportionate price reduction or contract cancellation with a complete refund.

  • Claim Limitation Window: Claims under this standard conformity provision must be submitted within two (2) years of the delivery date.

Six-Year Hidden Defects Protection

  • Distinct System: Hidden defect protection is separate from delivery conformity. It addresses latent internal flaws (such as internal core framing faults, compromised internal welds, or deep adhesive failure) that could not have been discovered through reasonable inspection upon initial delivery.

  • Timeline and Starting Point: The protection period lasts for six (6) years, starting strictly on the date you discover (or reasonably should have discovered) the hidden defect.

  • Remedies: Upon verification of an inherent latent defect, you may choose to retain the furniture with a partial price reimbursement or return the item for a full refund.

Six-Year Voluntary Commercial Structural Guarantee

  • Voluntary Commitment: We voluntarily provide an extended Six-Year Commercial Structural Guarantee covering primary load-bearing furniture frameworks. These protections are our voluntary commitment, and we honor all consumer commitments made.

  • Starting Point and Scope: This guarantee runs for six (6) years starting from the date of delivery. It covers the structural integrity of primary frames (solid wood framework, steel support chassis, and load-bearing joints) against structural cracking, collapse, or mechanical failure during normal indoor residential use.

  • Exclusions: This voluntary guarantee excludes normal surface wear-and-tear (such as fabric pilling, leather surface creasing, superficial finish scratches, and natural light exposure fading), intentional damage, improper maintenance, and commercial applications. Under this program, we provide free replacement components or structural repairs.

Complaint Handling and Resolution Timelines

  • Initial Acknowledgment: Customer service inquiries, requests, or disputes receive an initial acknowledgment and case review within 24 to 48 business hours of submission.

  • Formal Written Resolution Window: We provide a formal written determination and definitive resolution plan within forty-five (45) calendar days of receiving your formal complaint.

  • Separation from Remedy Execution: The 45-day complaint review window is separate from physical remedy execution:

    • The refund process is completed within 1 to 5 business days after a return request is submitted.

    • Component dispatches or repair appointments are arranged promptly and typically completed within thirty (30) calendar days, subject to hardware transit times.

Care and Environmental Guidelines

  • Humidity and Temperature Control: Maintain indoor relative humidity between 35% and 55% and ambient room temperatures between 65°F and 75°F. Sudden shifts in moisture can cause solid wood to expand or contract.

  • Heat and Sunlight Protection: Keep furniture away from direct heat sources (baseboard heaters, heating vents, and fireplaces) and out of continuous direct sunlight to avoid wood splitting and fabric fading.

  • Safe Weight Loads: Do not exceed designated weight capacities on bed slats, chairs, and shelving. Do not stand or climb on furniture.

Important Notices

  • We are an online store only; we do not operate walk-in retail showrooms or accept direct public drop-off returns.

  • Assembly manuals and hardware packages are included inside the shipping cartons. Follow the assembly instructions carefully, inspect all connections after 30 days of initial use, and tighten hardware as needed.

  • When moving furniture, always lift the unit from its main structural base; do not drag items across the floor, as dragging stresses joints and damages flooring.

Contact Information

For assistance with product details, order statuses, return requests, or structural guarantees, contact our team through the following details:

Address: 三田住友不動産三田ツイソビル西館7-4-6, 港区, 東京都 1080073, Japan
Phone: +81 3-5412-8930
Email: info@zenivireastri.com
Service Hours: Monday to Friday, 9:00 AM – 6:00 PM (Central European Time, CET)