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ezocloth

Customer Service Policy


Customer Service Policy - ezocloth

At ezocloth, we’re committed to supporting you through every step of your sofa-shopping journey—from choosing the perfect loveseat, sectional, or modular sofa to resolving post-delivery questions. This Customer Service Policy outlines how we assist you, how to reach us, and what you can expect from our team.

1. Scope of Customer Service

Our team provides dedicated support for all sofa-related needs, including:

  • Product Inquiries: Details about sofa dimensions, fabric options (e.g., durability, care instructions), color availability, modular configurations, or compatibility with your space (e.g., "will this sectional fit a 10x12 living room?").
  • Order Assistance: Tracking sofa deliveries (especially for large items like sectionals), updating shipping addresses (before shipment), checking order status (e.g., "is my custom fabric sofa in production?"), or resolving processing delays.
  • Delivery Support: Helping with delivery scheduling (for carriers that offer appointment slots), addressing carrier-related issues (e.g., missed delivery windows), or guiding you through next steps for missing/lost sofa shipments.
  • Post-Delivery Help: Sharing sofa assembly guides (for modular or ready-to-assemble styles), troubleshooting minor issues (e.g., "how to tighten loose sofa legs"), or clarifying fabric care tips (e.g., stain removal for linen sofas).
  • Returns & Refunds: Walking you through the return process for sofas (including packaging guidelines for large items), confirming refund status, or resolving issues with defective/damaged sofas (e.g., torn fabric, broken frames).
  • Account Support: Assisting with account creation, password resets, or updating saved preferences (e.g., favorite sofa styles, default shipping addresses).

We do not provide on-site sofa assembly or repair services, but we can share detailed assembly instructions or recommend third-party furniture assembly resources (where available).

2. Contact Channel

The primary way to reach our customer service team is via email—we prioritize detailed, personalized responses to address your sofa-specific needs:

Email: [email protected]

When contacting us, please include the following information to speed up resolution:

  • Your full name (matching the name on your order/account);
  • Order number (if inquiring about a specific sofa purchase);
  • Product details (e.g., "Navy Velvet Loveseat - SKU: EZ-LOV-005" or "custom modular sofa");
  • Clear description of your question or issue (e.g., "need fabric sample for gray sectional" or "delivery marked as delivered but not received").

3. Response Timeframes

We aim to reply to all email inquiries within 1–2 business days (excluding weekends and public holidays). For complex sofa-related matters that require extra coordination (e.g., investigating a lost sectional shipment, confirming custom fabric availability), we may take slightly longer—but we will send an acknowledgment email within 2 business days to confirm we’re working on your request.

For urgent issues (e.g., a sofa delivery marked as delivered but missing, or a defective item affecting use), we prioritize your inquiry and aim to provide an initial update within 1 business day.

4. Support Availability

Our customer service team operates during standard business hours to ensure focused support for your sofa needs:

Monday–Friday, 9:00 AM–5:00 PM UTC

Emails sent outside these hours, on weekends, or during public holidays will be processed on the next business day.

5. Issue Resolution Process

For most sofa-related inquiries, we follow a clear, step-by-step resolution process:

  1. Acknowledgment: Within 1–2 business days, we’ll send an email confirming we’ve received your inquiry and outlining next steps (e.g., "we’re checking fabric stock for your sofa and will update you tomorrow").
  1. Investigation: We gather necessary information to address your issue—this may include coordinating with our warehouse (for order status), shipping carriers (for delivery tracking), or production team (for custom sofa updates).
  1. Resolution or Update: We provide a final response or progress update, which may include:
  • Answering your question (e.g., "the linen sectional dimensions are 84”W x 36”D x 32”H");
  • Resolving the issue (e.g., "we’ve arranged a replacement for your defective sofa, and the carrier will deliver it next week");
  • Sharing next steps (e.g., "to return your sofa, please use the pre-paid label we attached—let us know when you’ve shipped it").

If your issue requires ongoing coordination (e.g., tracking a delayed international sofa shipment), we’ll send updates every 2–3 business days until it’s resolved.

6. Feedback & Complaints

We value your feedback as a way to improve our sofas and service. If you’re unsatisfied with your experience (e.g., a delayed response, an issue with your sofa), please email us with specific details about your concern. We’ll:

  • Apologize for any inconvenience;
  • Review your feedback thoroughly (e.g., investigating why a sofa delivery was delayed);
  • Take action to resolve the issue (e.g., expediting a refund, offering a fabric sample for a replacement sofa);
  • Share steps we’ll take to prevent similar issues in the future.

We do not offer compensation for general dissatisfaction (e.g., changing your mind about a sofa style) unless the issue stems from our negligence (e.g., shipping the wrong sofa model, failing to respond to your inquiry within our stated timeframe).

7. Limitations

Our customer service team cannot:

  • Alter orders that have already shipped (e.g., changing the sofa fabric or delivery address after dispatch);
  • Waive policies (e.g., extending the 60-day return window for sofas) unless there’s a documented error on our part (e.g., we provided incorrect size information);
  • Guarantee resolution times for issues outside our control (e.g., carrier delays for large sofas, customs holds for international shipments);
  • Provide refunds or replacements for sofas damaged due to improper use, neglect, or accidental damage after delivery.

We’ll always act in good faith to assist you, but resolution may depend on factors like carrier cooperation, sofa stock availability, or custom production timelines.

8. Updates to This Policy

We may update this Customer Service Policy to reflect changes in our support process (e.g., adding a phone support option) or service offerings (e.g., expanding help for custom sofas). We’ll post the updated policy on our Site with a "Last Updated" date, and notify you of significant changes via email if you’ve provided your contact information.

For questions about this policy, or to reach our team for any sofa-related help, email us at [email protected].