Shopping Guide


Pre-Purchase Preparation and Furniture Selection

Before placing an order, we recommend carefully measuring the intended space within your home.

  • Dimensions & Pathways: Verify the dimensions (height, width, depth) of hallways, stairwells, doorways, and elevators to ensure the furniture pieces can be moved safely into your room of choice.

  • Material & Color Accuracy: Product images on our online store are displayed with standard lighting. Slight natural variations in wood grain, leather texture, or fabric weave are inherent characteristics of indoor furniture materials.

  • Return Shipping Cost Transparency for Freight Items: Returning large indoor furniture (such as sectional sofas, large dining tables, solid wood wardrobes, etc.) requires specialized logistics and transport. Please note before purchasing: for eligible returns initiated due to customer-related reasons, the estimated return shipping cost per item ranges from $50.00 to $150.00. This includes a flat-rate return shipping fee of $40.00 per item, which will be deducted from your final refund (up to a maximum of $150.00).
    If we provide you with a prepaid return shipping label, the aforementioned fees will be deducted directly from your final refund.

Shopping Cart, Payment, and Order Confirmation

  • Cart Review: Review all selected furniture items, specifications, quantities, and delivery addresses in your cart before proceeding to checkout.

  • Payment Methods: We accept major credit card payments, including Visa, MasterCard, etc.

  • Order Confirmation: Once your payment is authorized, an automated order confirmation detailing your purchased items and order number will be generated immediately on-screen and delivered to your email.

Unified Commercial Order Cancellation

  • You may cancel your order at no charge within 48 hours of placement, provided the order has not been dispatched from the warehouse.

  • If a cancellation request is submitted after warehouse dispatch, the order will be processed in accordance with our standard return procedures.

14-Day Commercial Exchanges

We offer an exchange window of 14 calendar days starting from the date of confirmed delivery.

  • Applicable Scenarios: Exchanges apply if you wish to change to a different color, size, or an alternative indoor furniture model of equal value.

  • Conditions: The item must remain unused, uninstalled, in its original pristine condition, and securely repacked in its original protective packaging.

  • Process: For post-sale return requests, customers may provide the order number and relevant details, and we will assist based on order status and applicable conditions. Exchange shipments will be dispatched once the original piece is received and inspected at our fulfillment depot. Customers cover direct round-trip transport differences unless the exchange is due to non-conformity.

14-Day Commercial Return Policy

You have the right to request a commercial return within 14 calendar days from the date the item was delivered.

  • Return Method: Returns are accepted by mail or specialized freight carrier.

  • Standard Return Conditions: The furniture must be completely disassembled, unassembled if shipped flat-pack, in resalable condition, free of personal wear, stains, or pet hair, and packed in complete original packing materials.

  • Distinct Documentation & Return Fees: For returns initiated based on personal preference, you must provide clear photos showing the product and its packaging in their complete, intact condition. For items delivered via courier, a flat fee of $40.00 for the return shipping label will be deducted from your refund.

Customer Service and Post-Sale Return Procedures

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

  • Once the return request qualifies, we will issue return shipping authorizations and the appropriate shipping label. You must dispatch the returned item within 14 days of receiving your return authorization.

Refund Timelines and Cost Allocation

  • Refund Timeline: We will process and issue your full refund within 1 to 5 calendar days from the moment we are informed of your decision to withdraw, provided the item has been handed to the carrier or proof of return tracking has been furnished.

  • Payment Method: All refunds will be issued strictly via the original payment method used at checkout.

  • Delivery Fee Inclusions: In the event of a total withdrawal, we refund the full purchase price along with our baseline standard shipping fee. Additional costs incurred for premium white-glove delivery or expedited options selected at checkout are non-refundable.

  • Cost Allocation: Where items are returned due to verified product non-conformity or transit damage, we cover all return shipping costs without any label deductions.

Statutory Conformity, Latent Defects, and 6-Year Structural Protection

To ensure clear protection, we strictly distinguish statutory standards, defect liability, and our voluntary merchant commitments:

  • Two-Year Statutory Quality Liability (Starting from Delivery Date):

    • We are liable for any lack of conformity that becomes apparent within 2 years from the date the furniture is delivered.

    • Customers are entitled to free repair or replacement within this term. If repair or replacement is impossible or disproportionate, you may request an appropriate price reduction or complete contract rescission with a full refund.

  • Statute of Limitations for Statutory Claims:

    • Claims based on the 2-year statutory conformity period must be initiated within the applicable general claim period of two years following the manifestation of the defect.

  • Protection Against Latent (Hidden) Defects:

    • Distinct from basic visual or conformity issues, protection against latent defects applies specifically to intrinsic, hidden structural flaws that existed before purchase but could not be discovered upon reasonable initial inspection.

    • The limitation period to assert claims for latent defects is six years, with the calculation term strictly beginning on the date of discovery of the hidden defect.

  • Voluntary Six-Year Commercial Structural Protection:

    • Independent of statutory liability and latent defect remedies, we provide a voluntary six-year commercial structural protection plan.

    • Term & Starting Point: Valid for six (6) years starting strictly from the date of delivery.

    • Scope: Covers internal structural framing integrity, primary wood joinery stability, and heavy-duty load-bearing components of indoor furniture under standard residential usage. It does not cover normal fabric wear, surface scratches, or cosmetic deterioration.

    • All consumer protections and commitments previously made by us remain fully binding and will be honored in full.

Complaint Handling and Dispute Resolution Timelines

  • Complaint Acknowledgement & Response: We will formally investigate and reply to all written customer complaints within 14 calendar days of receipt.

  • Resolution/Repair Execution Timeline: The 14-day formal response period is distinct from the operational timeframe required to complete repairs or ship replacement components. Necessary repairs or part replacements will be concluded within a commercially reasonable timeframe, not to exceed 30 days from agreement.

Delivery Acceptance and Assembly Safety Guidelines

  • Inspection Upon Receipt: When your order arrives, inspect the exterior packaging before signing delivery slips. Note any visible outer box damage directly on the carrier's bill of lading.

  • Assembly Instructions: Indoor furniture pieces requiring self-assembly come complete with hardware kits and step-by-step assembly guides. We advise completing assembly on a soft, clean surface (such as a rug) to prevent surface abrasions. Do not overtighten structural bolts until all parts are aligned.

Furniture Care and Maintenance

  • Wood Furniture: Keep solid wood and veneer pieces away from direct heat sources, radiators, and long-term direct sunlight. Clean using a soft, slightly damp cloth; avoid abrasive chemical detergents.

  • Upholstery & Leather: Regularly vacuum upholstery fabric with a soft brush attachment. Treat accidental spills immediately with a clean, dry, absorbent towel without scrubbing.

Contact Us

For any inquiries, return requests, or technical support, please contact us using the details below:

Address: 232 Fairfield Dr, Sanford, FL 32771, United States
Phone: +1 (407) 835-9241
Email: client@xorlena.com
Service Hours: Monday to Friday, 9:00 AM – 6:00 PM (Central European Time, CET)