Questions buyers ask
Does a majlis or floor sofa set come with a warranty, and how long does it last?
Ask us about the warranty terms for your order before you pay. Keep a copy of the terms with your order papers, because a claim is checked against them. For a custom majlis, also save the photos and video of the finished pieces we send before shipping.
From the atelier
I'm not happy with the sewing on my set. What do you need from me to open a claim?
Send your order reference, clear daylight photos of each problem and one short video that walks around the whole set, so the affected piece can be seen beside the others. The case is then looked at with the workshop that sewed it before a solution is proposed, and the warranty terms for your order decide how it is handled.
From the atelier
If something goes wrong after delivery, who do I contact when there's no one local?
After-sales help comes from the same team you ordered with, working from Istanbul, because we have no branch or agent in your country. Write on the channel you used for your order and include the order reference, photos and a short video. Message us and our team replies on business days.
From the atelier
What does the warranty cover, and how long does it run?
The length of cover, the faults it includes and what it leaves out are set by the warranty terms for your order. A claim is checked against those terms rather than a general promise, so keep them with your quote and order papers.
- Warranty term
- Ask us about the warranty terms for your order before you pay.
- What it covers
- Ask us what the warranty covers for your order before you pay.
Seating for a café, lounge, hotel or majlis hall works much harder than seating in a family room. If your set is for a venue, ask before ordering how the terms treat commercial use, and keep that answer with your quote.
How do you make a warranty claim from overseas?
No local repair shop sits in between: your claim is reviewed with the Istanbul workshop that made the set, entirely from what you send.
- Wait until the cushions have fully recovered from their vacuum packing before you judge the foam.
- Photograph the problem in daylight twice: once close up, and once with the whole piece in view beside the rest of the set.
- Film one short video that walks around the full layout, so the team sees how every piece sits together.
- Add your order reference and, if a box was damaged, a photo of its label.
- Send everything on the channel you ordered through, and the team checks it with the workshop before replying with a proposed solution.
Which problems follow a different route than a warranty claim?
Some problems belong to the journey or the order rather than the warranty, and each has its own rules.
If anything arrives damaged or missing, message us with photos as soon as you can and we'll put it right.
Boxes from one order can arrive on different days, and every box has its own tracking number, so check each number before reporting a missing piece.
Changing your mind about a ready-made set is a return rather than a claim. Ask us about returns before you order — ready-made and made-to-measure pieces follow different rules.
Made-to-measure pieces can't usually be returned for a change of mind — ask us how this applies before you order.
Which order papers and photos should you keep?
- The personal order link we send, with the model, every measurement, the seat height and the fabric code written into its description.
- For a custom majlis, the signed-off layout plan showing every piece with its size, plus the photos and video of the finished pieces sent before shipping.
- The shipping email with a tracking number for each box.
- A few photos of the set on the day you unpacked it.
Together they show what was agreed, the condition of the pieces before dispatch and how they arrived.
How do unboxing and care affect your seat foam and covers?
Cushions travel pressed, rolled and vacuum-sealed, and they can't be compressed again at home. Open the bags within about a week of delivery and allow about a day for the foam to recover before anyone sits on it; a seat that looks thin straight out of the bag is still expanding.
The seat foam is firm to medium-firm, and a softer or firmer filling can be requested when you order. Seats use high-density polyurethane foam — ask us for the exact density for your build. Our page on how majlis seat foam is chosen explains what density changes in daily use.
Covers unzip and can be machine-washed on a gentle 86°F (30°C) cycle with a mild detergent; avoid heat, which can shrink them. The everyday care guide for covers and cushions adds dusting, spot cleaning and rotating cushions so they wear evenly.
Can you order a spare cover or new foam later?
Single pieces, replacement foam and covers-only sets can be ordered at any time, whether a set needs refreshing after years in a busy room or one cushion has a stain that washing won't lift. Covers can also be ordered without foam, for example to change the color of a set, and matching upholstery fabric is available by the meter. These are ordinary orders, separate from a claim.
How does the warranty sit alongside your legal rights?
Any warranty terms for your order are confirmed before you pay. They sit on top of the consumer rights where you live and do not replace or limit them.
- In the EU and the UK, the law already makes the seller responsible when goods are faulty or not as described; the warranty adds to that rather than standing in for it.
- In Australia and New Zealand, consumer guarantees apply that no seller can exclude.
- In the US, a warranty from us does not take away the implied warranties that state law gives you.
If you are unsure which rights apply to your order, ask us before you pay.
Frequently asked questions
Do I have to send the set back to Türkiye to make a warranty claim?
Opening a claim does not involve shipping the set anywhere. The first review is done from your photos, a short video and your order reference, checked with the Istanbul workshop. Once the case has been assessed, the team explains the proposed solution and what, if anything, needs to travel.
Does the floor sofa warranty cover foam, fabric, seams and zippers?
The written terms for your order list which of those parts are covered and which are not, and a claim is checked against that list. To raise a problem with any of them, send daylight photos, a short video and your order reference. Ask us about the warranty terms for your order before you pay.
What should I do if a seat cushion goes flat after a few months?
First rule out unpacking, since foam fresh from a vacuum bag needs about a day to recover. If a seat still dips, photograph it next to a less-used cushion and send the pictures with your order reference. Whether the foam warranty for a majlis covers shape loss depends on the terms for your order.
How many years will a majlis or floor sofa set last with everyday family use?
There is no fixed number of years: wear depends mostly on foam density, fabric and how many people sit each day. Because covers unzip and replacement foam can be ordered later, a tired set can be refreshed piece by piece instead of replaced. Ask us about the warranty terms for your order before you pay.