Refund policy

SHIPHORO CUSTOMER CARE

Returns & Refund Policy

A straightforward approach to returns, exchanges, and refunds, designed to make your furniture shopping experience more comfortable and reassuring.

14-Day Return Window 3–5 Day Refund Processing

1. A Return Policy Built Around Your Home

At SHIPHORO, we understand that choosing furniture is a personal decision. A piece may look different in your room than it did on a screen, or its dimensions and overall appearance may not work as expected in your living space.

We provide a 14-day return and withdrawal period so you have an opportunity to reconsider your purchase after receiving your order. This policy applies to purchases made through the SHIPHORO online store and covers requests to return or exchange eligible purchased products.

Our goal is to make the process clear from the beginning, with practical guidance for furniture-related concerns and transparent information about refunds and return arrangements.

2. Your 14-Day Return & Withdrawal Period

14 days from receiving your order

You may notify us of your decision to withdraw from your purchase within 14 days of receiving the goods.

To exercise your right to withdraw, simply inform SHIPHORO of your decision within the applicable 14-day period. You do not need to provide a reason for your decision.

Once you have notified us of your withdrawal decision, you should arrange to send the goods back within 14 days. Please contact our customer service team for assistance with the return process, particularly when your order includes large or bulky furniture.

The withdrawal period is calculated from the date you or a person designated by you, other than the carrier, physically receives the goods.

This 14-day return arrangement does not limit any additional consumer rights that may apply under relevant federal or state laws.

3. How to Start a Return

We keep the return process organized so that your request can be reviewed and handled without unnecessary complications.

Step 1 — Contact Our Team

Email gloqena@shiphoro.com and let us know that you would like to return or exchange your purchase.

Step 2 — Provide Your Order Information

Include your order number, the product you wish to return, and a brief description of your request. If your concern involves damage, missing components, or an incorrect item, please include relevant photographs to help us understand the situation.

Step 3 — Review the Return Arrangement

Our customer service team will review your request and provide the relevant return instructions. For larger furniture items, we will communicate the necessary return arrangements so the product can be handled appropriately.

Step 4 — Return the Product and Complete the Process

Send the product according to the agreed return arrangements. Once the returned goods or acceptable evidence of return has been received, the refund process can be completed in accordance with the applicable requirements described below.

4. Refunds: Processing & Payment Timeline

We believe refund information should be easy to understand. The following timelines distinguish our internal refund processing from the time required for your financial institution to display the funds.

REFUND PROCESSING

3–5 Days

Our usual refund processing timeframe.

BANK ACCOUNT POSTING

5–10 Days

The estimated time for funds to appear in your account after processing.

What Your Refund Includes

When you exercise your right to withdraw from the purchase, SHIPHORO will refund all payments received for the relevant order, including the cost of the least expensive standard delivery option offered at the time of purchase.

Where a partial return applies, the refund will be calculated in accordance with the applicable return and withdrawal requirements.

When Will the Refund Be Issued?

We will issue the applicable refund without undue delay and no later than 14 days after being informed of your decision to withdraw from the contract.

For a withdrawal involving returned goods, we may withhold the refund only until we have received the goods or you have provided evidence that the goods have been sent back, whichever occurs first.

Our usual internal processing time is 3–5 days. Once the refund has been processed, your bank or payment provider may require an additional estimated 5–10 days to post the funds to your account.

Please understand that the bank posting period is controlled by the relevant financial institution or payment provider and is separate from SHIPHORO's refund processing time.

5. Furniture Returns: What to Consider

Furniture requires different handling from small household products. Before arranging a return, we encourage you to consider the following practical details.

Product Dimensions & Room Measurements

Furniture dimensions can influence whether a product fits comfortably in your home. Before purchasing, review the listed width, height, depth, and other product measurements. Also consider doorways, hallways, staircases, elevators, and available turning space.

Materials, Colors & Finishes

Wood grain, natural textures, fabric characteristics, and surface finishes may display subtle variations. Screen settings and lighting conditions can also affect how colors appear. These characteristics should be considered when evaluating furniture products.

Assembly & Product Components

Some furniture products require assembly. If you encounter missing hardware, unclear assembly instructions, or a component that does not fit correctly, please contact us with the relevant product details before arranging a return. We will review the issue and discuss an appropriate solution.

Packaging & Product Inspection

When receiving furniture, we recommend inspecting the external packaging and product condition as soon as reasonably possible. Photographs of visible damage, packaging conditions, or missing components can help us assess the situation more efficiently.

6. Damaged, Incorrect or Incomplete Orders

We understand that receiving furniture in the expected condition is essential. If your order arrives with visible shipping damage, incorrect products, or missing parts, please contact our customer service team.

To help us investigate, please provide:

Your order number and product details.
A clear description of the issue.
Photographs of the affected furniture, components, and packaging where applicable.
Information about any missing or incorrect parts.

After reviewing the information, we will assess the most appropriate way to resolve the issue. Depending on the circumstances, possible solutions may include supplying missing components, arranging a replacement, offering an appropriate repair solution, or issuing a refund.

If the issue results from transportation, we will review the available information and coordinate the necessary follow-up with the relevant delivery service where appropriate. Your applicable consumer rights remain unaffected.

7. Exchanges, Order Changes & Other Requests

Product Exchanges

If you would prefer a different product, size, or style, contact us with your order number and the item you would like instead. We will review your request and explain the available arrangements.

Order Changes or Cancellations

If you need to change or cancel an order, please contact us as soon as possible. Whether a change can be made depends on the order's current fulfillment and shipping status. Once an order has entered shipment, the applicable return and withdrawal process may need to be followed.

Replacement Parts & After-Sales Support

If your concern relates to a specific furniture component, fitting, or assembly issue, please identify the affected part and provide supporting photographs where possible. We will review the request and determine an appropriate solution based on the circumstances.

8. Withdrawal From Contract Form

If you wish to withdraw from your purchase within the applicable 14-day period, you may use the following form and send the completed information to our customer service email address.

MODEL WITHDRAWAL FORM

To: SHIPHORO Customer Service

Email: gloqena@shiphoro.com

I hereby give notice that I withdraw from my contract of sale for the following goods:

Order Number:

Product Name(s):

Date of Order:

Date of Receipt:

Customer Name:

Customer Address:

Date of Withdrawal Notice:

Customer Signature (only if this form is submitted on paper):

You may submit this form electronically by email. Completing this model form is optional; any other clear statement communicating your decision to withdraw is also acceptable.

9. Delivery Information & Related Costs

Our delivery arrangements are designed to provide clear expectations before and after your purchase.

Order Processing

Approximately 1–3 days.

Estimated Delivery

Approximately 5–15 days.

Shipping Coverage

United States.

Shipping Charges

Free standard shipping on orders of $99.99 or more. Orders below this threshold are subject to a shipping fee of €5.99.

All applicable taxes and related charges are included in the product prices displayed on our store. You will not be required to pay additional taxes or related fees beyond the amounts presented at checkout.

The delivery estimates above are provided to help you plan your purchase. They do not reduce any rights or remedies available to you if an order is not delivered within the applicable promised timeframe.

10. When Something Does Not Go as Planned

Occasionally, a return or refund may require additional coordination, particularly when an order contains large furniture, multiple packages, or products requiring special handling.

If a return shipment is delayed, a delivery service experiences a disruption, or the information provided does not fully explain the issue, our team will review the available details and communicate the next steps.

If you disagree with a proposed resolution, please reply to our customer service correspondence and explain your concern. We will review the matter again and clarify the available options.

SHIPHORO will not use internal processing procedures or third-party delivery arrangements to remove consumer rights provided by applicable law. Any unresolved matter will be handled in accordance with the relevant federal and state consumer protection requirements.

11. Our Commitment to Fair Customer Care

We aim to handle every return and refund request with consistency, transparency, and reasonable care. Each situation is reviewed according to the nature of the product, the details of the order, and the circumstances surrounding the request.

Nothing in this policy is intended to waive, restrict, or replace any consumer rights that cannot legally be waived under applicable United States federal or state law. Where mandatory legal requirements provide greater protection, those requirements will take precedence.