Shopping Guide

 

Pre-Purchase Preparation and Furniture Selection

  • Space Measurement: Before purchasing, measure the intended space carefully, including length, width, and height. Measure all entry points, such as doorways, hallways, stairwells, and elevator dimensions, to confirm that large furniture pieces can be brought inside smoothly.

  • Material and Placement Suitability:

    • Indoor Furniture: Select suitable wood, metal, fabric, or leather finishes based on the moisture levels, ambient light, and interior layout of your room.

    • Outdoor Furniture: Review materials designed to endure varying exterior conditions, such as weather-resistant synthetic wicker, powder-coated aluminum frames, solid teak, or UV-resistant fabrics.

  • Bulky Item Return Cost Transparency: For large or heavy furniture items (such as dining table and chair sets, large sofas, patio furniture sets, etc.), returns initiated for reasons other than product defects require specialized logistics services. If you choose to return an item without a specific quality-related reason and use the prepaid return label included in the original packaging, the actual return shipping costs charged by the carrier will be deducted directly from your final refund amount.

Shopping Cart, Order Confirmation, and Commercial Cancellation

  • Order Review: Review your shopping cart carefully before checkout. Verify product dimensions, upholstery color, quantity, and delivery destination.

  • Order Confirmation: Once your payment is successfully authorized, an order confirmation containing your unique order number and summary will appear on-screen and be sent to your registered email address.

  • Unified Commercial Cancellation Window: If a customer wishes to cancel an order, they may submit a request within 48 hours of placing the order, provided that the warehouse has not yet printed the shipping label or dispatched the shipment. Once an item has been packed and handed over to the logistics provider, the order can no longer be cancelled directly; instead, it must be handled through the after-sales return process.

Payment Methods

We support secure online payment processing. We currently accept major credit cards, including: Visa, MasterCard, etc.

Payment FAQs and Troubleshooting

  • Why was my credit card declined?

    • Billing Address Mismatch: Ensure the billing address entered matches the exact address associated with your card issuing bank.

    • Security Code Error: Confirm that the 3-digit CVV (on Visa/MasterCard) or 4-digit CID (on American Express) is entered correctly.

    • Transaction Limits or Bank Restrictions: Some financial institutions place protective restrictions on large furniture purchases. Please call your issuing bank to authorize the transaction, then re-attempt payment.

  • How can I confirm my payment went through?
    Upon successful processing, an order confirmation screen will display your order number, and a receipt will be sent to your email. If your card was charged but you did not receive a confirmation within one hour, please contact us with your payment details.

Delivery, Unpacking, and Inspection

  • Curbside and Threshold Delivery: Standard freight delivery brings furniture to your primary curbside or front threshold.

  • External Inspection Upon Arrival: When receiving freight, examine external packaging for visible punctures, moisture, or crushing. If damage is noticeable, take clear photographs of the carton before signing or note the visible condition with the carrier driver.

  • Transit Damage Reporting: For damaged cartons or broken components caused during transit, please take photographs and notify us within forty-eight (48) hours of receipt so that we may immediately initiate free replacement parts or a full unit exchange.

45-Day Post-Sale Return and Withdrawal Policy

  • Return Window: You may exercise your right of withdrawal and request a return within forty-five (45) days from the date of physical receipt of the product.

  • Request Handling: For post-sale return requests, customers may provide the order number and relevant details, and we will assist in processing based on the order status and applicable conditions.

  • Return Dispatch Requirement: Once you have formally notified us of a return, exchange, or withdrawal, you must return the items via a carrier no later than forty-five (45) days thereafter.

  • Item Condition for Voluntary Returns: Items returned voluntarily must be kept clean, remain unassembled and unused, include all accessories, be in their original, intact packaging, and be in a condition suitable for resale.

  • Return Destination: All returns must be sent to our designated logistics transit warehouse. The specific return warehouse address will be provided along with your return authorization and shipping label instructions.

  • Refund Scope and Processing Timeline:

    • Once you have formally notified us of your request to return or exchange an item, or to withdraw from the transaction, we will issue a full refund—including the cost of standard delivery—to your original payment method within 1 to 5 days.

    • We reserve the right to withhold the refund until we have received the returned goods back at our facility, or until you supply verifiable carrier tracking proof that the goods have been dispatched, whichever occurs first.

    • Refunds are returned via the original method of payment.

  • Return Shipping Costs & Deductions:

    • Defects or Inaccuracies: If the return is due to a verifiable defect, transit damage, or non-conformity, we bear the return freight and provide a prepaid return label at no cost to you.

    • Voluntary Returns (Personal Preference, Dimension Miscalculation): Customers are responsible for the direct costs of returning items. If you choose to use the prepaid return label included in the package for a return made without a specific reason, the actual return shipping charges incurred by the carrier will be deducted directly from your final refund amount.

Multi-Tiered Quality Responsibility, Latent Defect Protection, and Voluntary Guarantee

We clearly distinguish between basic quality responsibility, latent hidden defect rights, and our voluntary extended protections, maintaining clear operational lines and starting points:

Two-Year Quality Responsibility

  • Scope and Period: We are responsible for the baseline quality and conformity of our furniture products for a period of two (2) years starting from the date of physical delivery.

  • Remedies: If a product exhibits a manufacturing fault or conformity issue during these two years, you are entitled to free repair or replacement. If repair or replacement is impossible or disproportionate, you may request an appropriate price reduction or full rescission with a full refund.

  • Claim Limitation: Claims regarding basic conformity must be initiated within the applicable limitation period calculated directly from the delivery date, separate from any extra voluntary pledges.

Hidden Defects Protection (Latent Defects)

  • Scope: Covers latent, intrinsic structural flaws that were already present at the time of delivery but were unidentifiable through standard inspection, rendering the furniture unfit for normal use.

  • Commencement and Limitation: Unlike baseline conformity (which starts at delivery), the six (6) year claim period for hidden defects starts strictly on the date of discovery of that latent defect.

  • Remedies: Proof of an inherent latent defect entitles you to either rescission of the purchase (returning the item for a full refund) or retention of the item with a partial refund.

Six-Year Voluntary Commercial Structural Guarantee (US Orders)

  • Voluntary Commitment: For furniture orders delivered within the United States, we voluntarily provide a Six (6) Year Commercial Structural Guarantee. This policy represents our voluntary pledge to guarantee product durability beyond the baseline period. We strictly honor and preserve all commitments previously made to consumers.

  • Commencement and Coverage: This six-year period starts on the date of original physical delivery. It covers the primary internal structural frames, load-bearing joints, solid framing, and weld points of both indoor and outdoor furniture against breakage or catastrophic structural failure under normal residential use.

  • Exclusions: This voluntary commercial protection does not cover regular cosmetic wear, fabric fading from prolonged sun exposure, topical leather aging, surface abrasions, mold resulting from inadequate ventilation, or damage caused by improper assembly or abuse.

  • Remedies: Under this voluntary protection, we offer free repair or provide replacement structural parts. If a repair or identical part cannot be supplied, we will provide a replacement item of equal grade or a proportional resolution.

Consumer Complaints and Distinct Timelines

  • Formal Response Within 45 Days: If you submit a formal complaint or dispute, we will provide a comprehensive substantive written response within forty-five (45) days of receipt.

  • Distinction of Timelines: The 45-day complaint response window is an investigative and communication timeline and is entirely distinct from execution timelines:

    • Repair or Replacement Completion Timeframe: Physical repairs or part replacements are executed within fourteen (14) to thirty (30) business days from authorization, subject to component transit.

    • Refund Issuance Timeframe: Once you have formally notified us of a return, exchange, or cancellation, your refund will be processed and returned via the original payment method within 1 to 5 days.

Furniture Assembly, Usage, and Maintenance

  • Hardware Tightening: For self-assembled items, inspect and re-tighten bolts and screws two (2) to three (3) weeks after initial setup, and periodically check structural hardware twice a year.

  • Outdoor Seasonal Protection: While our outdoor furniture utilizes weather-resistant frames and fabrics, covering items with breathable patio furniture covers during extreme cold, prolonged rain, or non-use preserves finish integrity and structural longevity.

  • Weight Capacities: Never exceed the published maximum weight ratings on chairs, bed frames, or shelving units.

After-Sales Service

Our service team is prepared to assist with part inquiries, care recommendations, and post-sale requests. For post-sale return requests, customers may provide the order number and relevant details, and we will assist in processing based on the order status and applicable conditions.

Important Notices

  • Delivery Information Accuracy: Verify your complete shipping address, recipient contact number, and accessibility notes prior to dispatch. Changes made after carrier dispatch may incur re-routing costs.

  • Natural Material Characteristics: Natural variations in genuine wood grain, natural stone veining, and slight dye lot variations in fabrics are authentic material characteristics and are not considered manufacturing defects.

Contact Information

For questions regarding furniture selection, order status, warranty coverage, or returns, please contact our support team. While our office service hours are centered on Central European Time (CET), our email support desk actively attends to inquiries from United States time zones, providing written responses within 24 business hours.

Address: 六本木住友不動産六本木グランド夕ワ一16-2, 港区, 東京都 1060032, Japan
Phone: +81 3-6438-5120
Email: support@garolorelia.com
Service Hours: Monday to Friday, 9:00 AM – 6:00 PM (Central European Time, CET)