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#Frequently asked questions

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How long does it take for home delivery?
We use UPS and FedEx to send most of our US orders. Sofaluxu Shop reserves the right to use discretion in any circumstance where it makes more sense to use an alternative delivery method.
What courier do you use for deliveries?
We use UPS and FedEx to handle most of our US orders. Sofaluxu Shop reserves the right to use discretion and choose alternative delivery methods if they are more suitable for any specific circumstance.
Why am I being charged for delivery on my order when it states standard delivery is free?
All our delivery charges are set by our courier companies. For oversized items requiring specialist courier services, an additional charge applies. Some locations are considered 'Out of area' by our courier companies and may incur extra fees. Sofaluxu Shop uses UPS and FedEx for most US orders but reserves the right to choose alternative delivery methods if needed.
I haven’t received a dispatch email/email confirmation?
An automated email will be sent to the provided email address once your order is dispatched. Please check all folders, including your junk or spam folder, as it will come from a noreply email address. To ensure you receive these emails, add the domain sofaluxu.shop to your safe senders list.
Why does it not tell us on the website that the parts will be delivered by the branch?
Due to the delicacy of some furniture pieces, such as large and bulky items, we take extra care in their delivery. These items are either available for collection from our branches or will be delivered to you through our branch network vehicles.
Do you deliver on Weekend?
No, our courier company do not offer the service to deliver on weekends currently.
Can you confirm you have received my return?
We aim to process returns within 5-7 working days of receiving them. You will be notified by email once the return is complete.We suggest you make a note of the shipping reference given when you sent the item back. This will allow you to track your parcel at every stage of delivery, including when we receive it.Should you have any queries about your return, please feel free to contact our Customer Service team via email
How long will it be before I get a refund?
Once we receive your item(s) back, our returns department will inspect and restock the goods. Once our returns department have done this, an automated refund is generated on our system. Your outstanding refund is then processed by our accounts department back to your original payment method. This process typically takes 5-7 working days. When returning your products please remember to include your original invoice, without this it may delay your refund.
Who pays for return postage?
If you are returning an unsuitable item for a refund we will refund the cost of the item only and not the original delivery cost.Should you be returning a faulty item for a refund we will refund both the original shipping costs and the return delivery costs.
Why have you not refunded the original delivery charge?
If you are returning an unsuitable item for a refund we will refund the cost of the item only and not the original delivery cost. Should you be returning a faulty item for a refund we will refund both the original shipping costs and the return delivery costs.
Do you offer a VAT discount to non-USA customers?
As our store is based in the USA, VAT does not apply to any orders. We ship worldwide, so if you're ordering from outside the EU, there's no VAT to be removed. If you have any questions, please contact us via telephone, live chat, or email with your order reference number, and our customer service team will assist you.