Customer FAQ
Financing · Shipping & Delivery · Returns & Refunds · Product Care
This document answers the most common questions our customers ask. Where relevant, your rights under British Columbia's Business Practices and Consumer Protection Act (BPCPA), the Sale of Goods Act (BC), and applicable Canadian federal law are noted.
SECTION 1 — FINANCING & PAYMENT
Q1. What financing options do you offer?
A: We offer two third-party financing options at checkout:
- Shop Pay Installments: Quick, one-tap checkout with automatic installment splitting
- Klarna: Flexible monthly payment plans with full schedule preview
Both providers are independent. Sofara does not control their terms, interest rates, or fees.
Note: Lenders must disclose APR, total cost, and all fees before you commit. You can review this before confirming your order.
Q2. How do I pay in installments?
A: Select Shop Pay or Klarna at checkout. You’ll be redirected to their secure portal to choose your plan and review payments before confirming. You are not obligated to proceed.
Q3. What types of cards do you accept?
A: We accept:
- Visa
- Mastercard
- American Express (Amex)
Q4. Can I return a sofa if I used financing?
A: Yes. Approved returns are processed through the financing provider. They will adjust your balance or refund payments based on their policies.
Note: Refunds must ultimately be returned to you. If issues arise, you may contact Consumer Protection BC.
SECTION 2 — SHIPPING & DELIVERY
Q1. How much does shipping cost?
A: Standard shipping is a flat rate of CAD $149, including delivery and (where applicable) assembly and packaging removal.
All fees are disclosed before purchase.
Q2. How long will it take to get my sofa?
- In-Stock Items: Ship in 3–5 business days; delivery within 1–2 weeks
- Custom Orders: 1–3 weeks production + 1–2 weeks delivery
Timelines are estimates and may vary.
Note: Significant delays may give you the right to cancel and receive a refund.
Q3. What if my order arrives before I am ready?
A: We can hold your order before shipment. Contact us in advance.
Storage fees may apply and will be communicated beforehand.
Q4. Can I select a delivery date?
A: Yes. Our delivery team will contact you to schedule a suitable time. The driver may also call on the day of delivery.
Q5. What if the sofa does not fit through my door?
A: Measure all access points before ordering. Product dimensions are listed on the product page.
If returned due to fit issues, restocking and shipping fees may apply.
Q6. What should I do if my sofa arrives damaged?
- Note damage on delivery receipt
- Take clear photos
- Contact us within 24 hours
We will arrange a repair or replacement.
Note: Your legal rights apply even if damage is discovered later.
SECTION 3 — RETURNS & REFUNDS
Q1. What is your return and cancellation policy?
- Returns allowed within 30 days (if eligible)
- Custom and final sale items are not returnable
- Orders can be cancelled before production starts
Refer to full policies for details.
Q2. How do I get my refund?
A: Refunds are issued after inspection (typically within 5 business days) to your original payment method.
Q3. How long does it take to receive my refund?
- Usually within 5 business days after processing
- May take up to 10 days depending on your bank
Q4. Can my refund be issued to a different card?
A: No. Refunds must go to the original payment method.
If unavailable, store credit will be issued.
Note: You are entitled to timely refunds under consumer protection law.
SECTION 4 — PRODUCT CARE
Q1. How do I clean my sofa?
- Liquid spills: Blot immediately (do not rub)
- Solid spills: Gently remove, then blot
- Hand-Dyed Linen: Do not spot-clean (risk of fading)
Refer to product care labels for specific instructions.
CONTACT US
Need help? We're here for you.
Email: info@sofara.ca
Website: www.sofara.ca
Phone: 236-243-0005
Consumer Protection BC: www.consumerprotectionbc.ca
Thank you for choosing Sofara — we appreciate your trust and look forward to many years of comfort together.
