Frequently Asked Questions

After an order is submitted successfully, you should receive an order confirmation showing the products, quantities, delivery information, and order total associated with your purchase.

Review the confirmation carefully. If any information appears incomplete or incorrect, contact our support team as soon as possible so the order can be reviewed before fulfillment progresses too far for changes to be made.

Changes may be possible when the request is received before the order has entered an advanced stage of processing. This can include correcting an address, adjusting a quantity, or requesting a different product variation when available.

Because we aim to process orders efficiently, contact support immediately after noticing an issue. Once an item has been prepared for dispatch or transferred to the carrier, certain changes may no longer be possible.

Furniture scale affects both practical access and the final balance of a room. Before placing an order, compare the listed product dimensions with your doorway width, hallway clearance, staircases, elevators, ceiling height, and intended placement area.

For sofas, beds, coffee tables, and dressers, we also recommend marking the footprint on the floor with removable tape. This helps you understand circulation, visual weight, and the amount of negative space remaining around the piece.

Payment is generally authorized or processed when the order is submitted, depending on the payment method and the procedures of the issuing financial institution.

A temporary authorization may appear separately from a completed charge. Processing times, verification requirements, and the release of unsuccessful authorizations are controlled by the relevant payment provider or financial institution.

Yes. SoftHaven provides free standard shipping across all products in our store. This helps keep the shopping experience clear and allows customers to evaluate the product price without an additional standard shipping charge.

Certain exceptional delivery circumstances, remote service limitations, or services requested beyond standard delivery may require separate review. Any applicable information should be communicated before the service is completed.

Standard delivery is typically completed within 3–5 business days. This timeframe reflects our normal expectation after order processing and may vary depending on the destination, carrier operations, product availability, holidays, or weather.

Delivery estimates are not the same as guaranteed arrival appointments. When tracking information becomes available, use the most recent carrier activity as the best indication of current progress.

A tracking number may be created before the carrier performs the first physical scan. During this interval, the tracking page may show a label-created message or limited movement even though the shipment is being prepared.

Carrier systems may also take time to synchronize between facilities. Allow a reasonable period for the first scan to appear. If tracking remains unchanged beyond the expected processing period, our support team can help review the shipment status.

Inspect the exterior packaging before discarding it. Confirm that the number of packages matches the shipment information and look for significant crushing, punctures, moisture, or other visible signs of transit impact.

Open the package carefully and review the product, hardware, components, finish, and upholstery. Photograph any unusual condition, retain the packaging, and report the issue promptly. Clear photographs and packaging details can make the review process more efficient.

Eligible purchases may be returned or exchanged free of charge within 30 days. The applicable period begins according to the delivery record associated with the order.

Contact support within the eligible period before sending an item back. This allows the request to be reviewed and ensures that the correct return or exchange instructions are followed.

Returned products should be clean, complete, and in suitable condition for review. Include all components, hardware, accessories, instructions, protective materials, and packaging that arrived with the item.

Avoid staining, scratching, altering, laundering, assembling unnecessarily, or exposing the product to smoke, strong fragrance, moisture, pets, or other conditions that could change its original state.

Yes. Retaining the original packaging during the evaluation period is strongly recommended, especially for furniture, mirrors, lamps, and products with delicate surfaces.

Original packaging is designed around the item’s shape and protection requirements. It can reduce movement during return transit and may help prevent additional damage that could complicate the review.

Photograph the outer packaging, shipping label, affected area, full product, and any missing or damaged components. Keep all packaging and avoid further assembly until the situation has been reviewed.

Contact support promptly with the order information and a clear description of what you found. Detailed photographs allow the team to understand the condition and determine the most appropriate next step more efficiently.

SoftHaven focuses on nine primary categories: sofas, coffee tables, accent chairs, beds, dressers, rugs, cushions, lamps, and mirrors.

Together, these categories form a considered foundation for living rooms, bedrooms, reading areas, entryways, and transitional spaces. Each piece is selected to support our modern quiet luxury and organic minimalism direction.

Yes. Color appearance can change according to screen calibration, room orientation, natural daylight, artificial bulb temperature, surrounding wall color, flooring, and nearby furniture.

Warm evening lighting may deepen beige, cream, wood, and terracotta tones, while cooler daylight may make the same finish appear more neutral. Review product imagery across more than one screen when color precision is especially important.

Natural-inspired surfaces, woven materials, upholstery, wood-look finishes, stone patterns, and handcrafted-style details may show subtle variation in tone, texture, grain, weave, or pattern placement.

These differences can contribute to the character of the product and are not automatically signs of a defect. Review the product description and images for information about expected material characteristics.

Begin with the room dimensions and the largest anchor piece. Leave comfortable walking paths, consider door and drawer clearance, and preserve enough negative space for the room to feel calm rather than crowded.

In a living room, the coffee table should relate to the sofa’s width and seat height. In a bedroom, allow space around the bed for movement and access to dressers. Rugs should be large enough to visually connect the furniture rather than float beneath only one small area.

Vacuum upholstery gently using an appropriate fabric attachment, rotate removable cushions when suitable, and address spills quickly with a clean absorbent cloth. Blotting is generally preferable to aggressive rubbing, which may spread moisture or disturb the fabric surface.

Avoid applying a cleaning product before checking the care guidance and testing it in a discreet area. Protect upholstery from prolonged direct sunlight, excessive moisture, strong heat, and sharp objects.

Use coasters, trays, felt pads, and protective surfaces beneath hot, wet, sharp, or decorative objects. Wipe spills promptly and avoid leaving standing moisture on wood-look, painted, veneered, stone-inspired, or metal surfaces.

Dust with a soft cloth and avoid abrasive pads or harsh chemicals unless specifically recommended for the material. Decorative objects should be lifted rather than dragged to help prevent scratching.

Begin with a restrained color family and create interest through texture, scale, and shape. Combine a small number of larger supportive cushions with one or two decorative accents instead of filling every available section of the sofa.

A rug should visually gather the main furniture. In many living rooms, placing at least the front legs of the sofa and chairs on the rug creates a more intentional conversation zone and prevents the room from feeling fragmented.

Use lamps at different heights to create layered light. Table lamps support intimate evening illumination, while floor lamps can give an empty corner greater height and purpose. Avoid relying on one bright overhead source for every activity.

Position mirrors where they can reflect daylight, a considered view, or a well-designed part of the room. Avoid reflecting visual clutter whenever possible, and use secure mounting appropriate for the mirror’s size, weight, and wall construction.

Email subscribers receive an automatic 15% sitewide discount. The benefit is not limited to a first purchase and does not require a promotional code.

The relevant subscriber information should be used consistently during the shopping process so the system can recognize eligibility. The final discount presentation at checkout determines how the offer has been applied to the order.

Selected promotional products may receive an automatic 20% discount. A code is not required when the product and order meet the active offer conditions.

Because selected products and promotional availability can change, review the current product presentation and checkout summary before completing the purchase.

SoftHaven customer support is available 24 hours a day, 7 days a week. The team can assist with product questions, order details, delivery activity, return guidance, and general shopping support.

For order-specific assistance, provide the order reference, purchaser information, product name, and a concise description of the question or issue.

Include your order reference when applicable, the product name, the delivery address details relevant to the request, and a clear description of what you need help with.

For product-condition questions, attach clear photographs showing the full product, affected area, packaging, and shipping label. Organized information helps reduce repeated questions and supports a more efficient review.