Frequently Asked Questions
Order & Shipping FAQ’s
How long does it take for delivery?
When you order from our website, For the Items like Coat hangers, Shelves, Pet Furniture etc. we take about 10 days to deliver the product. For customized products like sofas, Beds, custom commissioned products etc we take 21 days to deliver your order to your doorstep.
I have a large order, will it take the same amount of time?
Our furniture is handcrafted and labor-intensive. These pieces are not made in the assembly line system and each piece takes its own time and effort. We do not force our karigars to work faster as it may adversely affect the quality of the products. Therefore if your order is of more than Rs1,00,000/- value we suggest you speak with our customer care to check the tentative timelines as it could be more than the standard timelines of 21 days depending on the production load.
How much do I have to pay for delivery?
We provide free delivery throughout India except in some regions which are not covered by our logistics partner(s). You can enter the Pincode of the area where you want the product to be delivered to see if the locality is covered under our delivery area. We may charge some additional amount to deliver in the ODA (Out of Delivery Area).
How can I track my order?
Your order status is updated to you via emails and SMSs at every step. We update you at every stage of your product’ processing. For any details or queries please get in touch with our Customer Care immediately. Give us a call on our phone number, Monday-Saturday (09:30 AM – 6:00 PM) or drop us an email at [email protected].
How will I know that you've received my order?
Once items have been ordered, a confirmation page will appear on the screen confirming the order. An email with the order details will be sent immediately to the registered email ID, provided that we have an accurate email address. In case you do not receive the email confirming your order please call us on 734966267, Monday-Saturday (09:30 AM – 6:00 PM) or drop us an email at [email protected]. We’ll send subsequent email(s) when your product is processed, shipped, including tracking information (if available).
Will I have to sign for my delivery?
Yes, you will be asked to sign a delivery form or Airway Bill (AWB)/ Proof of Delivery (POD), in which you confirm that the products ordered by you were delivered in the correct condition and without any defects and damage.
How do you pack items/products?
For the safety of the goods during the transit and unpredictable and multiple handling at times, we secure most of the goods with wooden crates. We understand that these crates make the packaging bulky, however they are absolutely necessary for securing the product. These crates may cause some inconvenience to the customer but are unavoidable. The customer should open the goods themselves or with the help of a local carpenter or a professional and inspect the same. Any defect or damage must be reported to the delivery person and to the customer care immediately by the customer. The description of defect / damage should be mentioned on the Challan/ Proof of Delivery (POD). Please note that the Delivery Personnel are not obliged or authorized to open the furniture or packages. Please note that their duty is to deliver the goods to the customer and they are not directly employed with Suhaus. You are requested to cooperate with them and not force them to open the crates, packages etc. Also please inform about any damage or complaints on Customer care number 734966267, Monday-Saturday (9:30 AM – 6:00 PM) or drop us an email at [email protected].
Can you expedite my shipment?
No. We anyways ship across the items as soon as they are ready for dispatch. Our shipping timelines are decided keeping in mind the time it might take to have the item made, checked, packed and dispatched. Therefore we do not have the ability to expedite your shipments.
The large packages do not fit into the entry way or stairway?
Measurement of furniture/ packages is the customer’s responsibility and we encourage to study the sizes mentioned on the product page carefully and see if the furniture you order fits into your entryway and rooms. We will not be responsible if the furniture does not fit/ pass through the entryway/ stairway etc. Please note that any failed delivery due to any such refusal or unavailability and any subsequent attempts to deliver the goods will be charged extra by Suhaus or the Logistics partner. We also request you to give the correct address and phone no. details at the time of placing the order. If you are planning to travel and will be unavailable on the contact number, please inform us in advance so that we can plan the shipping and delivery as per your convenience. One important tip to make the furniture pass through the entry way or staircase is to open the products downstairs and then take the open products up in parts. Like you can remove the seats, cushions and detachable legs to make the product lighter. These can be easily assembled in your living room or the final room where the product will be placed.
Shipping timeline is over however my product has not been shipped?
We sincerely apologize for this delay. If your product has not been shipped on time, please contact our Customer Service team. We will take necessary steps to ensure that you receive your item soon.
Refund, Cancel & Warranty FAQ’s
Can I cancel an order?
For Sofas and Furniture: Most of our furniture is customized as per your specifications. Custom orders begin production immediately upon order and are built to your specifications. They cannot be cancelled, changed, returned or refunded at any time. WE DO NOT HAVE ‘CHANGE OF HEART’ RETURN/ EXCHANGE POLICY.
For all Other Products: Once we have delivered the product and left the customer’s premises, we will NOT be able to accommodate any cancellation or change requests (other than as covered by the 1 year warranty). We request the customer to personally be present during delivery to ensure that they check the furniture at the time of delivery.
What is your Refund or Replacement Policy?
Refund or Replacement will apply when the item delivered to a client, has been damaged due to transit or has a manufacturing defect.
The client needs to report and return the damaged or defective products within 7 days from the date of delivery
In this case a client will connect with us via a call or email to report the issue
Our Customer Care team will arrange for a reverse pick-up of the item and send you a replacement product within 7 days post receiving the damaged/defective product back in our warehouse
The damaged/defective item needs to be well packed at the client end before our logistic partners could be scheduled for the reverse pick-up from the client
When we receive the item back in our warehouse, our production team will work on getting the item repaired or replaced based on the extent of damage
What does the One Year Warranty NOT COVER?
This product warranty does not cover.
> Defects caused by improper product storage, handling, assembly, maintenance, or use,
> Defects occurring to the Goods after purchase due to product modification, intentional damage, accident, misuse, abuse, or negligence,
> normal product wear and tear due to age including wearing or staining or loosening of fabric or leather or any such material. Normal wear and tear or damage from daily use is not warranted—for example, fabrics and leathers may naturally fade or deteriorate over time, and cushion cores may soften and lose shape. These are normal conditions are not considered manufacturers’ defects and are not covered under our warranty. Other exclusions include:
> Labor or assembly costs,
> Variations of color or texture in Goods made of natural materials like fabric, leather, wood etc, Fabric and leather are not covered by any warranty. Buttons on tufted products covered with fabric/ leather are also not covered under warranty as we do not have any control over the usage of these products.
> Commercial use of any Goods (e.g., use in a commercial establishment or other setting outside of a personal residential setting).
Do you offer a warranty on your product(s)?
Goods shipped to and for use in the India warrants to Client that the Goods are free of material Defects in material and workmanship for one (1) Year from delivery if properly stored, handled, assembled, maintained, and used under normal conditions in a non-commercial setting. “Defects” are defined as imperfection in material or wooden frame that will impair the use of the Goods. This product warranty does not cover: 1) Defects caused by improper product storage, handling, assembly, maintenance, or use, 2) Defects occurring to the Goods after purchase due to product modification, intentional damage, accident, misuse, abuse, or negligence, 3) normal product wear and tear due to age including wearing or staining or loosening of fabric or leather or any such material. Normal wear and tear or damage from daily use is not warranted—for example, fabrics and leathers may naturally fade or deteriorate over time, and cushion cores may soften and lose shape. These are normal conditions are not considered manufacturers’ defects and are not covered under our warranty. Other exclusions include: 4) Labor or assembly costs, 5) Variations of color or texture in Goods made of natural materials like fabric, leather, wood etc, Fabric and leather are not covered by any warranty. Buttons on tufted products covered with fabric/ leather are also not covered under warranty as we do not have any control over the usage of these products. 6) Commercial use of any Goods (e.g., use in a commercial establishment or other setting outside of a personal residential setting). If Client finds a material Defect in material or workmanship in any Good, part or component, Client must report such Defect during the relevant warranty period Suhaus Customer Service on [email protected]. Suhaus in due course will repair or replace the Good free of charge. Replacement or repair of Goods does not extend its warranty period beyond the original warranty expiration date. All Suhaus Product warranties are limited warranties and are limited to the original purchaser with proof of purchase. With respect to any and all lighting products, the foregoing warranty is applicable to non-electrical defects. There is no warranty on the filament bulbs unless you received the same in broken/ non working condition. The same needs to be reported within 7 (SEVEN) day of delivery of said products. Our warranty is non-transferrable and applies to residential (non-commercial) use only and is void if the furniture is used in what is considered to be a non-household setting, or misused, handled improperly, reupholstered or repaired by any resource other than us or our partners. For warranty issues, we will repair or provide reasonably equivalent furniture as a replacement due to any product defects. Replacement furniture will be of equal value to the original purchase price. No cash refund is available and in no case shall we be liable for more than the purchase price of the furniture or for incidental or consequential damages. Visible defects and variance to order details must be brought to our attention within 7 (SEVEN) days of delivery. Issues not presented within 7 days of delivery will be considered “acceptable” and will not be warranted.
what is not covered under warranty?
The product warranty does not cover: 1) Defects caused by improper product storage, handling, assembly, maintenance, or use, 2) Defects occurring to the Goods after purchase due to product modification, intentional damage, accident, misuse, abuse, or negligence, 3) normal product wear and tear due to age including wearing or staining or loosening of fabric or leather or any such material. Normal wear and tear or damage from daily use is not warranted—for example, fabrics and leathers may naturally fade or deteriorate over time, and cushion cores may soften and lose shape. These are normal conditions are not considered manufacturers’ defects and are not covered under our warranty. Other exclusions include: 4) Labor or assembly costs, 5) Variations of color or texture in Goods made of natural materials like fabric, leather, wood etc, Fabric and leather are not covered by any warranty. Buttons on tufted products covered with fabric/ leather are also not covered under warranty as we do not have any control over the usage of these products. 6) Commercial use of any Goods (e.g., use in a commercial establishment or other setting outside of a personal residential setting).
How much is GST on your products?
As per the current GST schedule, there is 18% GST on all Furniture and leather goods.
Is the GST included in the price?
All prices shown on the website are inclusive of GST
Customized Order FAQ’s
Can I give any fabric for the Custom Service?
You can give any upholstery weight fabric to us for the sofas. However there are some limitations like, the patterns/ prints/ stripes cannot be used for tufted areas/ styles. Also the weight of the fabric should not be too light for upholstery as the fabric might sag after usage. Also, there should not be any stretch content in the fabric.
How much time will it take to deliver the Bespoke Sofa?
We generally take 6 weeks to deliver your sofa or 8 weeks to deliver beds once the order is confirmed. We should receive your fabric within 10 days of the payment confirmation date else it may lead to delays in the delivery of your products on time.
How do I send the swatch and fabric to you?
For the swatch, send us a minimum size of 4” x 4” in an envelope to our address:
Suhaus,24, 1st Floor, 1st Cross Pramod Layout, near Seabird bus depot, Pantarapalya, Bengaluru, Karnataka 560039 Once the swatch is approved, we will respond to you over an email with the required quantity of the fabric and you could go ahead in placing your order. Once the order is placed, please send the fabric to the above address by courier.
How much time will you take to respond for approving the fabric swatch?
Once we get the fabric, we typically require 2 working day to respond if the fabric is OK for upholstery.
How much Fabric is required for making the sofa?
This depends on the size and the design of the sofa. Once you let us know the size and the style required, our merchandising team will give the requirement of the fabric.
Can I give my own leather or leatherette (rexine) for upholstery?
At the moment, Bespoke service is only available for fabric upholstery. We may soon introduce leather upholstery in this category.
Do you provide warranty on Custom products?
We provide One Year Limited Warranty on manufacturing defects. Standard Warranty applies here. However, normal product wear and tear due to age including wearing or staining or loosening of fabric or leather or any such material. Normal wear and tear or damage from daily use is not warranted—for example, fabrics and leathers may naturally fade or deteriorate over time, and cushion cores may soften and lose shape. These normal conditions are not considered manufacturers’ defects and are not covered under our warranty.
Holding Cost FAQ’s
What is 'Holding Costs' or the 'Delayed Delivery Charges’?
Holding Cost’ or the “Delayed Delivery Charges’ are applied when a product is ready for dispatch from our facility, however, the client wants to hold the dispatch at our company’s warehouse due to reasons like site not ready, travel plans etc.
How long can you hold my order in your warehouse, without any costs?
Our Customer Relation Management (CRM) team will communicate a tentative dispatch date to you when the order is almost ready. If you are not available for accepting the order due to various reasons like the site is not ready or you are traveling etc, we will check the dispatch date and provide a grace period to hold the products in our warehouse for a maximum of Two Weeks
How will I be billed for the ‘Holding Costs’?
The ‘Holding Cost’ will be billed based on your request to hold the order at our warehouse on a monthly basis. For e.g. If a client placed an order in the month of August with the delivery scheduled in Mid-September but client wants to delay another 2 months post the dispatch date and the grace period deadline. Herein, the client will be billed for the remaining months till the order is delivered. A detailed bill will be sent on e-mail by our CRM team and an acceptance email from the client will be required to continue holding the order at our warehouse.
How is the ‘Holding Cost’ calculated?
The ‘Holding Cost’ is 5% of the total order value. The amount will be charged on a monthly basis at a fixed date which will be communicated to you in advance by email. If the order is dispatched before the month is ended the charges will be applied on a pro-rata basis for the number of days the order was retained at our warehouse.
I want Suhaus to hold only a few products from my order and deliver the rest on time; will the holding costs still be applicable?
In this case the cost will be applicable to the partial order that we hold at our warehouse on your request. The charges will be applied on the total value of the products we hold at our warehouse
Will there be any taxes applicable? How can I pay for the costs applied?
There will be 18% GST applicable on this service. You may pay via Bank Transfer or through the payment gateway link generated by our CRM team.
Will I get a bill to see the charges applied?
Yes, you will receive a detailed bill from us in advance and an acceptance email will be required to hold your order in our warehouse. The same has to be paid for, before we dispatch the order from our warehouse.