Shopping Guide
1. ORDERING NOTES
- Product appearance and colors shown in images may differ slightly from the actual product depending on your device’s screen, lighting environment (lamps, wall colors, etc.), or production batch (minor improvements may be made)
- For dark-colored fabrics, due to the dyeing process, colors may transfer onto light-colored clothing or walls. Please consider this when choosing colors and positioning your sofa (leave a small gap between the sofa and walls during installation)
- As products are handmade, dimensions may have minor variations (±3cm) depending on the measuring method (especially for upholstered products with varying padding thickness)
- For custom-designed orders, Sochiu cannot guarantee the product will be 100% identical to the design image. With technical drawings, proportions and finish will be closest to the design; however, if based only on customer-provided images and measurements, the product may differ from the reference images
2. SHIPPING COSTS
2.1. In Hanoi
- Free delivery in Hanoi for orders over 5,000,000 VND
- Shipping costs in Hanoi include carrying and installation service (via elevator, or stairs up to 2 floors).
2.2. Other provinces
- 50% shipping subsidy for other provinces
- For deliveries to other provinces, some carriers do not yet support door-to-door delivery and only deliver to the lobby. Additional carrying and transport fees may apply. Please inform Sochiu in advance if you need delivery to your floor so the carrier can arrange accordingly and you will be notified of any additional costs beforehand.
2.3. Additional shipping charges
- When elevator is unavailable and stairs exceed 2 floors, or crane/lift equipment is needed, additional carrier fees will apply
- When access is narrow or conditions are difficult
- When the carrier must wait or delay delivery (over 30 minutes) due to customer reasons (unregistered moving, elevator locked for trash disposal schedules, etc.)
- Redelivery costs due to personal requests will be borne by the customer.
- Sochiu does not purchase old sofas/furniture. If you need removal/transport to a designated location, please inform us in advance so we can coordinate with the carrier. Additional costs will be borne by the customer.
3. DELIVERY SCHEDULE
3.1. Average production & delivery time
- Hanoi & Northern/Central provinces: 10-15 days for sofas & 20-25 days for wooden furniture from the order date
- Other provinces: 15-20 days for sofas & 25-30 days for wooden furniture from the order date.
- As products are handmade to order, delivery times may vary (including impacts from natural disasters, weather, holidays). If you need urgent delivery, please inform us in advance so Sochiu can prioritize production.
3.2. Delivery date & time
- Hanoi area: You can choose the delivery date (no deliveries on Mondays or public holidays).
- Other provinces: Delivery date cannot be chosen (depends on carrier’s delivery schedule; bulky items will be preceded by a phone call from the courier before delivery)
- Delivery time cannot be chosen. After confirming the delivery date, you will be notified of the estimated delivery time window. As delivery vehicles follow routes, estimated times may change if previous deliveries encounter issues (traffic, elevator breakdowns, etc.), and the carrier will notify you by phone.
- For customers in apartment buildings, please complete the moving registration in advance, with a wider time window than the estimated delivery window to avoid having to re-register.
- If you need to change a scheduled delivery, please notify us at least 3 days before the estimated date (in Hanoi) and 7 days (in other provinces).
4. ORDER CHANGES & CANCELLATION POLICY
Custom-made furniture is a specialized product, varying by color, design, fabric material and production requirements per order. Production begins 3 days after payment completion, and product preparation proceeds accordingly. If you no longer need the product, cancellation fees may apply or product exchange may not be possible. Please carefully review the following conditions before purchasing:
4.1. Cancellation fees
- Free cancellation if cancelled on the same day as the order (until midnight of the deposit date)
- Cancellation fee = 10% of total order value if cancelled within 3 days of payment and before production begins
- Cancellation fee = 50% of total order value if cancelled after production has begun and before delivery
- Cancellation fee = 50% of total order value + round-trip shipping fee + packaging fee if cancelled after delivery
4.2. Refund timeline
- Cash/bank transfer payments: within 3 days from cancellation.
- Card payments: 7-10 days from system cancellation confirmation and card issuer confirmation. Third-party card processing fees are non-refundable.
4.3. Order changes
- For custom-made products, production begins 3 days after payment (excluding holidays and weekends). After this period, changing dimensions/fabric type/color is very difficult, so please consider carefully before purchasing.
- If changes are made within the allowed period, the delivery schedule may be delayed.
- If order changes are made to take advantage of additional promotions, cancellation penalties still apply.
5. WARRANTY POLICY
5.1. Warranty period
- Calculated from the date of delivery.
- Rugs/decorative pillows or consigned products from other brands are not covered by warranty.
- After using repair/warranty service, the warranty period still counts from the original delivery date.
5.2. Free warranty cases
Sofas
| Period | Component | Warranty type |
|---|---|---|
| 3 years | Wooden frame breakage or deformation | Part replacement |
| 2 years | Foam cushions or springs becoming flat, losing shape or elasticity | Part replacement |
| 2 years | Leather/fabric surface discoloration, blistering, cracking* under normal use | Part replacement |
| 1 year | Loose stitching or other accessory defects (zippers, legs, reclining mechanisms, electric motors…) | Part replacement / free repair |
| Same day | Scratches, fabric/leather tears due to manufacturing/shipping defects | Part replacement |
*Fabric/leather is warranted according to the fabric/leather manufacturer’s policy. Some cases of improper use/storage will not be covered under warranty. Please read carefully the cases not covered in section 5.4.
Tables, chairs and other furniture
| Period | Component | Warranty type |
|---|---|---|
| 1 year | Joints becoming loose over time during use | Free repair |
| 3 months | Product cracking due to natural wood expansion and contraction | Free repair / part replacement |
| 7 days | Wobbling due to insecure tabletop/seat attachment to legs/frame | Free repair |
| Same day | Scratches or dents on product surface, paint peeling | Free repair / exchange |
5.3. Paid warranty/maintenance cases
- Damage caused by user (stains, fabric tears, improper washing, bottom fabric damage/loosening…).
- Damage after warranty period expires.
- Unauthorized modifications or misuse.
- Damage from improper module disassembly (e.g., by moving companies).
5.4. Cases not covered by warranty
- Fabric/leather wear, scratches, cracking… due to external force. Scratches and tears from pets, hard jewelry, clothing accessories during use
- Ant bites, insect bites, termites
- Harmful chemicals spilled on product surfaces without timely treatment, such as: coffee, milk, cola, alcohol and other beverages, lime, paint and other materials used during decoration.
- Use of inappropriate cleaning agents: use neutral cleaning agents with pH = 7 for cleaning and maintenance, use dry cloth or damp cloth wrung out to wipe products
- Improper storage conditions such as humid places near swimming pools, saunas…
- Natural material characteristics: wood grain marks, dark wood knots, woven fabric with thread joints…
- Custom-made product characteristics: dimensional tolerance within allowable range (±3cm); uneven handmade stitching, fabric wrinkles at junction points…
- For orders produced according to customer drawings/designs, if manufactured to drawing specifications, defects due to structure or durability from the original drawing will not be covered by Sochiu warranty
6. SOFA CLEANING GUIDE
- Wipe immediately when water is spilled, use a white dry cloth to blot, do not rub in circular motions to avoid water seeping deeper into fabric fibers
- For deep stains, clean immediately with a damp cloth (dipped in clean water and wrung out). Repeat wiping multiple times. If still not completely clean, dilute mild soap/detergent and wipe multiple times. Then use a dry cloth to remove remaining moisture and let the fabric air dry naturally
- Vacuum regularly to remove dust
- Prefer hand washing or gentle machine wash cycle (for wool/children’s items) using a laundry bag. Frequent machine washing and intense rubbing may reduce fabric quality
- Dark-colored fabrics may transfer color, be careful when washing with light-colored items
- Pet hair can be removed with adhesive tape/lint roller
- Do not use sharp or abrasive objects on the surface
- Only wash with water at or below 30-40 degrees Celsius with mild detergent
- Do not use bleach
- Do not wring hard, let dry naturally in the shade