FAQs

PRODUCTS

Can I order customized products?

Customization is possible in some products. These options are shown on the website on the product page. For example you can choose different finishes, fabrics, colors etc.

Is it possible to change the finish or polish color?

No, it is not possible to change the polish or finish of the furniture. If different finish/polish options are available, they will be shown on the product page itself.

Are installation or assembly services provided?

No, all of our products are DIY. The instructions and necessary tools will be provided. However, if you need an additional guidance, we will be happy to assist you over a video call. You can find our contact details here.

BILLING

Is it possible to get a GST bill?

Yes, please add your GST details as a special note in the Cart section while placing an order. Additionaly, you can contact us on +91-7022104431 to get a GST bill.

Is the GST included in the price?

Yes, all prices shown on the website are inclusive of GST.

SHIPPING & DELIVERY

When will I receive my order?

We will dispatch your order within 7-10 business days of order placement. All orders will be dispatched from our factory in Bangalore.

My area is unserviceable. What do I do?

Some newly launched products are available only in Bangalore. We will work on expanding to other areas as soon as possible!

Is there any additional shipping or delivery fee?

We offer free shipping to 7000+ pin codes in India. However, in some locations that are on the farther end of our service area, we do charge an additional shipping fee.

My product hasn't arrived yet. What do I do?

We sincerely apologize for the delay! We try to stick to our timelines as much as possible. If your order doesn’t arrive on time, you can contact us on +91-7022104431 or support@thelevelfurniture.com. We will give you a resolution asap.

My thelevelfurniture product has arrived, will you provide assembly services?

All thelevelfurniture products are DIY and can be easily assembled with the help of hardware and tools provided within your package. We also include a detailed instruction manual. In case you need additional assistance, we will be happy to do so over a video call!

Will you deliver to my doorstep?

We will deliver at your doorstep or at the furthest point possible according to the Covid safety rules set by your apartment or society.

Can you expedite my shipment?

All orders are shipped as soon as they’re ready for dispatch. Our delivery timelines are set keeping in mind the time it will take to have the item made, checked, packed and dispatched. Therefore, it will not be possible to expedite your order.

Can I change my delivery address after submitting my order ?

You cannot change the order once it has been shipped. If it has not been shipped yet, you can update the address as long as the new address falls within our serviceable area. Please contact us on +91-7022104431 to assist you with this.

Will the package fit into my entry or stairway?

Please check all product and package measurements to ensure the product will fit through all entry points. (If the package doesn’t fit, you can try opening it and carrying the individual components through the entry point, and assembling them inside.)

PAYMENTS & DISCOUNTS

I have a discount code, how do I use it?

You can apply your relevant discount codes on the checkout page. The updated price will be displayed.

How/where do I see available discounts codes?

Any available or relevant discount codes will be shown on the product page itself. You can copy these to be used during checkout.

What payment forms do you accept?

We accept the following types of payments: Credit Cards, Debit Cards, Net Banking, Bank Transfer, UPI payments, or EMIs provided by your bank. You can see your options once you proceed from checkout.

Is my transaction secure?

Absolutely. All transactions are secure and encrypted. On checkout, you will be able to choose among 2 trusted payment gateways: Razorpay Cashfree.

What should I do if a transaction fails?

If your transaction is complete and your order has been placed, you will receive an email and/or SMS acknowledging order confirmation. If your account has been debited but the transaction failed, your amount will be credited back within 7 days.

RETURNS, REFUNDS & CANCELLATIONS

Can I cancel an order?

IF NOT SHIPPED: You can cancel the order within 24 hours of placing it. IF SHIPPED: If order has already been shipped, it cannot be cancelled. However, if a damaged or defective product is received, you can opt for a return or replacement.

What should I do if the packaging or the product itself is damaged on delivery?

Since most deliveries are made by third party logistics partners, you will not be able to refuse delivery. If you receive a damaged or defective product, please contact us on +91-7022104431 within 10 days of delivery, and we will either return your money or replace/repair your product.

Will you arrange to pack the product for the reverse pick-up?

We will arrange for the reverse pick-up, but the product will need to be well packed in its original packaging by you before the logistics partners can be scheduled.

What is your refund & replacement policy?

• Refund or replacement will apply when the item delivered to a client has been damaged in transit or has a manufacturing defect. • You can report a damaged or defective product to us via WhatsApp or call on +91-7022104431 or support@thelevelfurniture.com. Please do so within 10 days of delivery, and make sure to include photos or videos of the damage or defect so we can quickly arrive at a solution for you. • Our Customer Care team will look into your issue and offer you a replacement/repair or a full refund on a case basis. • The damaged or defective item needs to be well packed at your end before our logistic partners can be scheduled for the reverse pick-up. • When we receive the item back in our warehouse, our production team will work on getting the item repaired or replaced based on the extent of damage.

How will I receive the refund?

The amount will be credited back to your original payment method within 7 business days of receiving the returned product in its original packaging.

WARRANTY

What is your warranty policy?

• 12 months warranty on manufacturing defects and faulty and/or missing components. • During the warranty period we undertake to exchange, repair or refund the product, after a review, verification and confirmation of the manufacturing defect in the faulty product by our quality control team. • The length of the warranty for the repaired or replaced product is equal to the remaining length of the original warranty of the product when it was purchased originally by the customer. • Furniture made of solid wood (or other naturally occurring materials) have their own distinct natural differences and occasional minor blemish which are an inherent characteristic of these materials. These are not defects, and will not be treated as such for warranty purposes.

What is not covered under warranty?

• Damage caused by improper storage, handling, assembly, maintenance, or use. • Damage caused after purchase due to product modification, intentional damage, accident, misuse, abuse, or negligence. • Normal product wear and tear due to daily use or age including wearing or staining or loosening of fabric or leather or any such material. • Minor variations of color or texture in products made of materials like fabric, leather, metal etc, as there may be minor dye variations in different lots. • Damage due to commercial use of any products (e.g., use in a commercial establishment or other setting outside of a personal residential setting).

How do I claim my warranty?

If your product falls under warranty and shows a manufacturing defect, please contact us on +91-7022104431 or support@thelevelfurniture.com. Please include any photos or videos that will help us to assess your case. Also include copies of your original invoice and/or warranty card. Once our team has verified your claim, you will receive a replacement or repair depending on the extent of the defect.