ORDERING
WHAT ARE YOUR OFFICE HOURS?
We maintain a flexible work schedule year-round. Our standard office hours are from 9 am to 10 pm Monday to Sunday, adhering to the UTC+08:00 all year round. However, we prioritize our clients’ convenience and readily adapt our availability to align with their local time zones.
I’M VERY INTERESTED IN YOUR SOFAS, HOW DO I CHOOSE FABRICS AND CUSTOMIZE?
Our ordering process is the following:
- Chat with us, or drop us a line to review current fabrics available and to discuss sofa element configurations.
- Our shipping & accounting team will follow up with you via email for sofa quotation and shipping costs.
- Once you confirm, a formal invoice will be sent to you via email for review.
- We start production as soon as deposit is received.
- Our current lead time is 2-6 weeks.
- Photos of your sofas will be emailed to you for review and for final payment.
- You receive your packages.
HOW DO YOU ACCEPT PAYMENT?
Local US customers: We accept payment by bank transfer, ACH or credit card. Canadian customers: We can accept payment in Canadian dollars by Canadian interac (email money transfer) or credit card. Asian customers: We can take payments in HKD. Local pick-ups can be arranged to save on shipping cost. You can read about our payment policy here.
MANUFACTURING
CAN YOU MAKE YOUR SOFAS WITH REQUESTED OR OTHER MATERIALS?
Yes, we certainly can. For the eventual performance, please discuss in detail with us by dropping us a line.
HOW DO I REQUEST FABRIC SWATCH SAMPLES?
Just message us, talk with our design team so we can show you our current fabric ranges, and to choose the fabric swatches. For fabrics from our designer brands, you can order directly from our fabric supplier (or we can help you to order them). For our own fabrics, we gladly send fabric swatch samples to you. Our swatches are free. We charge a small shipping cost (22 to 45 USD depending on the number of swatches you would like and the shipping speed) for sending these to our clients from overseas. Once the client places an order with us, we will deduct this shipping cost from the total amount of the order, so the eventual cost is on us. 😊
CAN WE TRY YOUR SOFA?
Yes, you are welcome to purchase one sample module to give it try. Please talk with us and we will have the piece shipped to you.
WHERE ARE YOUR GORGEOUS SOFAS MANUFACTURED?
Our French daybeds are hand tufted and upholstered in our studio in Asia. The wooden pieces for single seaters and corner pieces (where the back is constructed) are made with imported wood.
HOW LONG WILL IT TAKE TO MAKE MY FURNITURE?
Our production time fluctuates based on how busy our team is at the time of the year and the amount of our orders. Generally speaking, our production time ranges between 2-6 weeks. Shipping and delivery time is extra. Shipping is shorter (approx. 2 weeks) for small size items, and 6-10 weeks for bulky items.
CAN I SEND IN MY OWN FABRICS / COM (CUSTOMER’S OWN MATERIAL)?
Yes, we welcome clients to send in their own fabrics. Please talk with us to check on the quality, elasticity of the fabrics first before you sending them in. We need to make sure these fabrics are suitable for sofa upholstery.
You can read about our COM (customer’s own material) here.
CAN I MAKE THE HEADREST ADJUSTABLE OR NON-ADJUSTABLE?
Yes, we can customize to your needs.
CAN I CUSTOMIZE MY SOFAS?
Yes, let’s discuss our project together! We also welcome any CAD file, sketches or images. Please contact us, drop us a line or by scheduling a consultation.
CONSTRUCTION AND MATERIALS
WHAT IS THE QUALITY OF THE MAH JONG CUSHIONS? HOW LONG DO THEY TYPICALLY LAST?
Generally, the lifespan of a foam cushion is primarily dependent on the quality of the foam. A foam’s weight (density) determines its quality. Each foam has its own weight, and typically, the heavier it is, the better. Foams with a density range of 2.5 lb/ft3 – 3.0 lb/ft3 are widely considered the best foam to use for cushions, These foams are specifically engineered to offer a higher level of resilience and bounce-back compared to other types of foam and should provide the highest level of comfort for couch and sofa cushions.
With Adorn Croft, sofas are composed of high-density and high resilience foam with a density of 2.81lb/ft3. These High Resilience foams are very buoyant, giving them high responsiveness. That means that it will return to its original shape quickly after compression. This is ideal for those who want more bounce in their cushions. With an open-cell structure, High Resilience foam is very springy but still offers sturdy support. It should last a long time, approximately 15 years for High Resilience foam.
WHAT DO YOU STUFF YOUR THROW PILLOWS WITH?
We stuff our indoor throw pillows with goose down feather. Our outdoor pillows are stuffed with outdoor Polyester fiberfill (lightweight, hypoallergenic, and dries quickly). However, if you prefer a firmer pillow, we can use outdoor foam or down alternative. We carry extensive material selections and welcome your inputs. 😊 If you are allergenic to down and need Trillium, please do let us know. We do offer other options.
WHAT IS HIGH DENSITY FOAM?
“High Density Foam” is a material commonly used in furniture construction for structure and stability. Generally speaking, the higher the density, the longer the foam (together with your furniture) will maintain its shape. A foam density index of 23kg/m3 or above is considered high density. We use foam density of 45kg/m3 and above.
IS THERE ANY BATTING BETWEEN THE FOAM AND THE FABRIC?
Yes, we wrap the memory foam with a layer of Dacron to reduce the friction between the foam and the fabric. This layer batting is made with cotton wool and it’s absolutely essential for the comfort of our sofa modules.
ARE THESE FRENCH DAYBED SOFAS SLIPPERY AGAINST WOODEN FLOORS?
Most of our clients place their sofas on carpets so these sofas will not slip about. We offer limitless custom carpet options, please message us. If you plan to place your sofas on wooden floors, please do contact us prior to shipping. We can include anti-slippery mats in your packages.
ARE YOUR CUSHIONS FULLY HAND UPHOLSTERED? CAN THE COVERS BE REMOVED FOR CLEANING?
Yes, our French daybed sofas are fully hand upholstered with a zipper closure. As they are fully upholstered and hand tufted, the covers can not be removed without professional help. If you have small children or pets at home, and would like to have a seating pad to cover/protect your sofa pieces, we do offer customized additional seating pads to go along with your sofa pieces. Please see our product page.
For cleaning, these fabrics can be spot cleaned or treated with professional sofa cleaning services.
DO YOU MAKE OUTDOOR SOFAS? ARE THEY CONSTRUCTED DIFFERENTLY?
Yes, we do make our sofas with both indoor and outdoor options. Our outdoor sofas are constructed completely differently from our indoor sofas. They are covered with outdoor fabrics that are water repellent and water resistant. The water will bead on the fabric and slide off. The bottoms of the outdoor versions are upholstered in a mesh fabric that is breathable and will help drainage and void moldy foam. We switch the inner foams with the mildew resistant, acoustical performance Dacron outdoor foams & quick drying Dacron wraps. The original wooden structures inside are replaced with stainless steel mechanisms. This will ensure there won’t be anything rotten, fungus, or mold inside from the humidity of the weather.
WHAT TYPE OF SUSPENSION DO YOU USE?
We are not fast furniture made on the cheap and susceptible to warping and bending. All of our seat cushions are constructed with a premium high-resiliency and high-density 2.81LB/ft3 foam core that is wrapped in Dacron.
Our cushions can be constructed with lower density memory foams but any foams with density lower than 1.8LB/ft3 will collapse over time. We can also use higher density memory foams based on your request.
We use 7.5 inch high density foam mattress with no bars, no springs, and the pure foam mattress = pure comfort.
HOW ARE YOUR CUSHIONS/MATS CONSTRUCTED?
We do not use suspensions or metal springs with our French sofa beds. However, if you have a particular request to a certain type of sofa couch, please chat with us.
For our other furniture, we use advanced and well-crafted suspension systems. The type of suspension system can vary depending on the specific piece of furniture, such as sofas, chairs, or ottomans you have in mind. Here are some common types of suspension systems we use for our furniture:
- Eight-Way Hand-Tied Springs:
– Considered a traditional and high-quality option.
– Involves hand-tying coil springs together in eight different directions for optimal support and comfort. - Sinuous Springs (Serpentine Springs):
– Zigzag-shaped springs made from heavy-gauge steel wire.
– Provide good support and durability.
– Often used in conjunction with other support systems. - Webbing:
– Straps of elastic or non-elastic webbing made from materials like nylon or rubber.
– Offers flexible support and can be used in combination with other suspension systems. - Coil Springs:
– Steel springs that are individually placed in pockets or attached to a metal grid.
– Provide support and comfort. - No-Sag Springs (Zigzag Springs):
– Metal springs shaped in a zigzag pattern.
– Provide support and resilience, commonly used in seat cushions. - Drop-In Coil Units:
– Pre-assembled coil spring units that are dropped into the frame.
– Offers consistent support and is relatively easy to manufacture.
We invite you to discuss in depth with our consultation and design team before the production starts so that we can meet your preferences and the desired level of comfort. We focus on combining these suspension systems with high-quality materials and craftsmanship to create durable, comfortable, and aesthetically pleasing pieces.
CARING & MAINTENANCE
HOW DO I CARE FOR MY UPHOLSTERY FABRIC SOFA?
Care Instructions for Upholstery Fabric Sofas. Preserving Beauty, One Sofa at a Time.
1. Sofas Designed for Indoor Elegance. Our sofas are crafted for indoor use, providing a haven of comfort and style for your living space. Our outdoor modules are constructed completely differently. They are more durable for outdoor use. For specific care instructions, please consult with us.
2. Shield from Sunlight, Preserve Brilliance. To maintain the original allure, avoid exposing your sofa to direct sunlight. Let it bask in gentle, ambient light.
3. Pilling: A Gentle Affair. Keep it smooth and inviting. Utilize an anti-pilling machine for a velvety touch, ensuring your sofas remain as plush as the first day.
4. Professional Care for Lasting Splendor. Avoid washing at home. Entrust the care of your sofas to a professional dry cleaner experienced in upholstery. Note: Outdoor sofas have different construction and care requirements.
5. Spills: Swift Grace. Act promptly in the face of spills. Gently blot, don’t rub, with a dry white cloth to keep your sofas looking flawless.
6. Stains: A Delicate Dance. Preserve perfection, even in the face of stains. Use a slightly dampened white washcloth to delicately blot from the outer edge towards the center of the stain. With these caring gestures, your upholstery fabric sofas will grace your space with enduring beauty, inviting you to sink into their luxurious embrace time and time again.
WHAT IS THE CLEANABILITY RATING OF VELVET? WHAT IS THE BEST WAY TO KEEP IT CLEAN/CLEAN UP SPILLS OR SPOTS?
Compared to all fabrics made for upholstery purposes, velvet is much easier to clean and maintain than you may think. For the best results when cleaning, try to act as soon as the spill or mark occurs. This is because it’s far easier to clean velvet before the mark sinks through to the base cloth. For regular cleaning, we suggest vacuuming the sofa regularly.
SHIPPING & DELIVERY
HOW MUCH ARE MY CUSTOMS DUTIES?
We are glad to inform our clients that our logistics fees include ALL customs and import fees, including your local taxes. Our shipping team works on ensuring your domestic law prior to making any purchase from adorncroft.com. We welcome international orders and have always shipped products worldwide.
HOW LONG DOES YOUR SHIPPING TAKE?
HONG KONG, TAIWAN, SINGAPORE ORDERS:
Small Items | 3-4 days
Large Items | Up to 2.5 weeks
Note: All Hong Kong orders include full insurance. Shipping updates will be provided within the same or next business day.
USA ORDERS:
Small Items | 1-2 weeks
Large Items | 6-10 weeks
Note: All of our orders include full insurance. We ship to the US on a weekly basis. Local pickup is available in LA and NY to save dispatch fees. If you feel that your order is delayed past our stated shipping policy, please contact us for an update.
EUROPE:
Small Items | 1-2 weeks
Large Items | 6-10 weeks
Note: All of our orders include full insurance. Local pickup available in Germany and UK to save dispatch fees. Regular shipping updates will be sent.
OTHER COUNTRIES:
Small Items 1-2 weeks
Large Items | 6-10 weeks
Note: All of our orders include full insurance. Our dedicated shipping team coordinates with logistics companies for worldwide shipping. Most packages arrive in 6-8 weeks. If you feel that your order is delayed past our stated shipping policy, please contact us for an update.
WHAT DO I DO IF MY SOFAS ARE DAMAGED DURING SHIPPING?
We insure each purchase during the time it is in transit until it is delivered to you. And we do our absolute best to ensure your new furniture arrives to you in perfect condition. By far we haven’t had any complains or damages. In case things can happen out of our control during the shipping process, all furniture must be inspected for damage at the time of delivery. Any damage must be noted and reported to info@adorncroft.com within 48 hours. Please take pictures of any damage and email us so we can quickly resolve this for you. Please refuse any furniture that is visibly showing major damage.
WHERE DO YOU SHIP TO?
We ship worldwide. We use shipping couriers and the logistics companies for shipping. All of our shipping includes full insurance and requires a signed signature upon delivery.
HONG KONG ORDERS
Once paid for, we ship orders in 1-2 business days.
Hong Kong orders arrive within 2 weeks. We usually use SF express for shipping.
USA ORDERS
We ship to the US on a weekly basis. We have local logistics warehouses in LA and NY where clients can arrange for a self-pick-up. These will save the local dispatch fees.
Once paid for, we ship orders in 1-2 business days.
USA orders should arrive in 4-8 weeks. We are a small boutique business that manually fulfills everything in Shanghai. We thank you for your patience. If you feel that your order is delayed past our stated shipping policy, please contact us for an update.
EUROPE
We have collaboration partners in Europe and UK. And we have local logistics warehouses in Germany and UK where clients can arrange for a self-pick-up. These will save the local dispatch fees.
Once paid for, we ship orders in 1-2 business days.
European orders arrive in 5-8 weeks. Once shipped, our shipping team will send regular shipping updates to clients.
OTHER COUNTRIES
We have a dedicated shipping team that coordinates with robust logistics companies to update and work with clients for worldwide shipping. We have shipped to Europe, Africa, Middle East, Asia, remote islands, and all over the globe.
Once paid for, we ship orders in 1-2 business days.
Most packages arrive in 5-8 weeks. If you feel that your order is delayed past our stated shipping policy, please contact us for an update.
HOW ARE YOUR SOFAS AND/OR FURNITURE SHIPPED?
Our sofas are packaged with the utmost care. We do not use crates as the wooden pieces can harm the furniture and cause injury. We pack with bubble wraps and at least four layers of ABE flute triple wall cardboards. The packages are then shipped from our studio via trucks to the logistics company. From there they will transport to the ship to transport to the trucking company on land where your country is located. The trip can take anywhere between 4-10 weeks. Once the package finishes the customs clearance, the team will contact you to schedule a mutually agreed upon delivery time.
HOW MUCH DOES SHIPPING COST?
Shipping cost varies based on your post code in your country, and the number of element pieces you would like. Please drop us an email info@adorncroft.com with the pieces you have in mind along with your post code, we will run a good shipping estimate for you. We charge for real time actual shipping costs.
CAN I EXPEDITE SHIPPING?
Yes, you can expedite shipping by sending via couriers such as DHL or TNT. If you need expedited shipping, please drop us an email with the pieces you have in mind and your address, we will follow up with you on a shipping quotation.
CAN I ARRANGE FOR MY OWN SHIPPING?
Yes, we welcome our clients to arrange for their own shipping. We do not make profits off shipping costs and packaging materials. We focus on production and quality control only. Please do drop us a message if you would like to pick up your packages yourself.
I’M NOT EXACTLY ‘HANDY.’ IS YOUR FURNITURE SHIPPED FULLY ASSEMBLED?
Our French daybeds are constructed with a mat and a back support. The mat can be quickly inserted into the back support to make a sofa daybed. Most of the time, your sofa pieces arrive fully assembled.
If you need special furniture assembly instructions, we can easily arrange it for you with a call.
MORE RELATED SHIPPING POLICIES:
Each delivery package will contain, in addition to your purchased Adorn Croft product: (i) all related accessories, if any; (ii) Product User Guide, if applicable; (iii) handwritten gift note(s) containing your message, if so requested by you when you place your order.
When ordering products through us, you will receive an invoice that will be sent to your email address as a .pdf attachment. You may also at any time later request an invoice by calling us or sending us a message.
We insure each purchase during the time it is in transit until it is delivered to you. We require a signature by an adult to confirm your acceptance of each product delivered, at which point responsibility for your purchased goods passes to you. If you have specified a recipient who is not you for delivery purposes (for example as a gift) then you understand and accept that evidence of a signature by such recipient (or at that delivery address) is evidence of delivery and fulfillment of the sale contract by Adorn Croft and transfer of responsibility to the recipient in the same way as if the product had been delivered to you.
You can read more about our shipping policy here.
RETURNS & EXCHANGES
WHAT IS YOUR RETURN POLICY?
As our sofas are customized, the fabrics can not be taken off once decided, we will not be able to offer exchange or refunds.
ORDER MODIFICATION & CANCELLATION
CAN I MODIFY MY ORDER ONCE IT HAS BEEN PLACED?
The manufacturing process starts very quickly. Once your order is placed, we can not accept any modification or cancellations.
ADORN CROFT GUARANTEES
WHAT IS COVERED UNDER THIS GUARANTEE?
This guarantee applies to cover defects in material and workmanship in frames and seat and back cushions.
HOW LONG IS THE GUARANTEE VALID FOR?
The guarantee for sofas remains in force for 1 year and is valid from the date of purchase, or, delivery date if later. The original purchase receipt or email confirmation is required as proof of purchase.
Products and parts not covered under this guarantee
This guarantee does not apply to:
* Fabric covers
* Leather covers
* Coated fabric covers
WHAT WILL ADORN CROFT DO TO CORRECT THE PROBLEM?
We will examine the product and decide, at its sole discretion, if it is covered under this guarantee. If considered covered, we through our own service operations, will then, at its sole discretion, either repair the defective product or replace it with the same or a comparable product. If it is covered by this guarantee, we will pay the costs of repairs, spare parts, labour and travel for repair staff, that it incur, provided that the product is accessible for repair without special expenditure. This does not apply to any repair work not authorized by Adorn Croft. Replaced parts become the property of Adorn Croft, If the product is no longer sold by us, we will provide an appropriate replacement at its sole discretion. An appropriate replacement constitutes a product of the same type in the same price range as the original. If you prefer to upgrade to a product of a higher specification you may request this but we will then charge you the difference between the price of the like-for-like replacement and the requested replacement product.