How can we help you?
Do you have questions about the range, delivery times, complaints, or anything else? We have gathered some of the most common questions we receive from customers below. If you don't find the answer to the question you have, you are, of course, welcome to contact us via email or phone.
Shipping & Returns
How do I return a product?
If you want to make a complaint about a product or are not satisfied, you should, in the first instance, contact the retailer where you purchased the item. We commit to addressing faults that arise from deficiencies in construction, materials, or manufacturing through repair or replacement.
The consumer always lodges a complaint with the store where the item was purchased. The store inspects the item and makes an assessment. If the store cannot determine the matter, Englesson's representative is contacted. Englesson should, of course, provide support to the store regarding technical issues. Always attach photos for prompt handling. Return of delivered goods must not take place until a specific agreement has been reached.
A complaint must be made within a reasonable time after you have noticed or should have noticed the defect. For complaints, we follow guidelines from the General Complaints Board. We need the following information from the retailer to process the case: a clear description of the fault/problem, photos clearly showing the damage/defect, and the order number.
My furniture has a transport damage, what should I do?
In the case of transport damage, the buyer must report the damage to the transport company within 7 days from the date the buyer received the goods and before further transport to the end customer.
It is important to inspect the goods upon receipt, and if visible damages are detected, please note them on the shipping document. For hidden damages, pictures of the product and packaging should be attached when making the report.
Can I place my order directly to Englesson?
No, we only sell through our retailers.
What's the delivery time?
We have a delivery time of 6-8 weeks for our furniture. It may vary depending on the volume of orders. Wooden furniture, in general, can be delivered faster as it may be in stock. For the exact delivery time for a specific item, please contact your retailer.
Is your furniture delivered assembled?
Our furniture is delivered assembled. However, some minor assembly, such as attaching sofa legs, may be required. Our modular furniture is partially assembled, but some minor assembly is necessary.
What is the color code for your furniture?
Englesson doesn't have color codes, but you can request a small bottle of touch-up paint or a color sample free of charge through our customer service.
How do I best care for my furniture?
Painted Wooden Furniture
Wood is a natural material that may change its appearance over time. To avoid possible cracking in the material, it is recommended to keep the furniture at normal room temperature. Significant variations in temperature and humidity can affect the material. Do not place the furniture in direct sunlight or near a heater. You may also need to tighten screws and fittings. You can read more about how to best handle your furniture in our care instructions below, but there are some general recommendations that apply to all our furniture.
If you spill on the sofa, avoid washing or rubbing the stain. Take out the cushion from the fabric cover and let it dry. Consult an authorized dry cleaner for advice afterward.
Note: We recommend dry cleaning for all our standard fabrics. Water washing can alter the color and shape of the fabric. Removable covers have a precise fit.
Maintaining the Sofa's Shape:
This sofa has achieved its high comfort level thanks to a quality cushion with a long lifespan. With proper care, the sofa will remain in good condition for a long time. "Puff up" the cushion regularly. This helps it maintain its shape and volume, keeping it free from dust.
Natural Material - A Living Material:
As most of our fabrics contain natural materials, the color may vary slightly. Request a sample for additional orders. Keep in mind that furniture exposed to a lot of light or direct sunlight may fade. Turn the sofa cushions regularly to ensure even fading of the fabric.
These guidelines are aimed at helping you care for your painted wooden and upholstered furniture, ensuring their longevity and maintaining their aesthetic appeal.
What do I do if the lift function in my TV cabinet stops working?
If your lift function in your TV cabinet stops working, it may need a restart. The restart for the TV cabinet can be done in two ways, so if one does not work, both are recommended.
To get to the instructions for restarting, click here
Where is your furniture manufactured?
All our furniture is handmade and produced in our own factory in Poland. The factory is one of the most modern in Europe and covers an area of 14,000 m2. We manufacture wooden furniture, sofas, armchairs, and beds there. All design and product development take place within the company.
What warranty applies to your furniture?
We offer a 25-year warranty against frame and spring breakage. If any other defect occurs within 3 years of purchase that can be attributed to a production error, we adhere to the Consumer Sales Act.
For other furniture, we follow consumer protection laws.