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Frequently Asked Questions
PRODUCT INFORMATION
What is the warranty period for the products?
Our products come with a two-year warranty from the date of receipt.
You can find the full details of this warranty in our Terms of Sale page.
Can I get a fabric sample of the sofas?
Unfortunately, we are currently unable to provide fabric samples. However, we are working on making this service available to help facilitate your purchase. Our team strives to ensure that the product photos on our website accurately represent the materials and colors as closely as possible to reality.
Can I try the products before purchasing?
It is not possible to test our products before placing an order. We do not have physical stores and currently sell exclusively through our website and partner platforms. If you need additional information about a product, please contact our customer service team, who will be happy to assist you.
How do I take care of my sofa?
Sofa care depends on the material. You can find specific maintenance recommendations in the “Description” section of the product page under “Care Instructions.”
Here are some quick tips:
• For fabric sofas: Vacuum regularly with a soft brush attachment to remove dust and crumbs.
• For stains: Use a damp cloth with mild soap and avoid harsh chemicals.
• For tough stains: Use a fabric-specific cleaner and test it on a small, hidden area first.
How do I assemble my furniture?
If you are having trouble assembling your furniture, please contact our customer service and we will email you the assembly manual or assist you with your query.
I didn’t receive the assembly manual with my product. What should I do?
If your package did not include the assembly instructions, we apologize for the inconvenience. Please contact our customer service, and we will send you a digital copy of the assembly manual.
DELIVERIES & ORDERS
Where can I find my order tracking number?
Your tracking number will be available once your order has been shipped.
Once the carrier takes charge of your delivery, you will receive an email notification with the tracking link. You can also find your tracking number in your customer account under Order History.
When will my order be shipped?
Orders are shipped from our warehouse in Toulouse France, typically 5 days before the first estimated delivery date shown when you place your order.
The estimated delivery dates will be communicated by email after purchase.
What delivery options are available?
We offer several delivery methods. You can select the one that suits you best during checkout.
1. Curbside Delivery (Truck-Side Drop-Off)
• The transporter will leave your order on the sidewalk in front of your home.
• You will need to collect your packages yourself and sign the delivery confirmation.
• No unpacking or in-room placement is included.
2. In-Room Delivery
• Your order will be delivered inside your home, either on the ground floor or an upper floor if you live in a building.
• The delivery team does not unpack or install the product.
• You must inspect the packages upon arrival and report any issues immediately.
• For deliveries beyond the 4th floor, please contact our customer service in advance.
3. Warehouse Pickup – Raillencourt-Sainte-Olle (Nord - 59, France)
• You can pick up your order by appointment at our Raillencourt-Sainte-Olle warehouse in Northern France.
• Our customer service will contact you to schedule a pickup once your order is ready.
How do I check if my package will fit in my home?
To ensure your package can be delivered without issues, please check the package dimensions provided on the product page:
• Visit the “Dimensions” tab on the product page for the exact product size and weight.
• Visit the “Packaging Size” tab on the product page for the exact package size and weight.
Tips for a smooth delivery:
Before placing your order, measure all critical spaces in your home:
• Doors: Check width and height.
• Stairs: Check width, ceiling height, and turns.
• Hallways & Elevators: Ensure they are wide and tall enough for the package.
🔹 Spiral staircases require extra clearance, so allow a few extra centimeters to ensure a smooth fit.
I refused the delivery of my order. What happens next?
If you refused delivery due to damaged packages, an incomplete shipment, or a change of mind, please contact us to provide details about your refusal.
Depending on the reason, here are the possible solutions:
1. Damaged package(s) / Transport damage / Incomplete delivery
• Our team will open a claim with the shipping company.
• We will contact you to offer a replacement or a full refund.
2. Order cancellation / Change of mind
• If you refused delivery for cancellation, we will issue a refund minus the shipping costs, once the shipping company confirms the return of your order.
• The refund will be processed using the original payment method.
Which countries do you deliver to?
We currently deliver to the following countries:
• Metropolitan France (excluding Corsica)
• Spain
I Have Made a Payment but Have Not Received a Confirmation Email
After completing your payment, you were redirected to an order confirmation page and should have received a confirmation email.
If you have not received this email, please take the following steps:
1. Ensure that the email address you provided is correct.
2. Check your Spam or Junk Mail folder in case the email was filtered there.
If you still have not received the email, you can check your order status at any time by logging into your customer account and reviewing the details of your order. If your order status is “Payment Accepted”, this confirms that your order has been successfully processed.
How to Cancel My Order?
Okino Living offers you the option to cancel your order both before and after it has been shipped. Depending on the situation, different processing conditions apply:
Cancellation Before Shipment:
If you wish to cancel your order before it has been shipped, please contact our customer service. We will proceed with a full refund of your order, including shipping fees.
Cancellation After Shipment:
If you wish to cancel your order after it has been shipped but before delivery, please contact our customer service to initiate a refund for your order, excluding shipping fees.
How can I modify my delivery information?
If you need to change your delivery address or phone number after placing your order, you can do so as long as your order has not been shipped.
Please contact our customer service.