FAQ - Frequently Asked Questions

📐 Sizing & Fit

How do I know which size fits my sofa?

Our sofa covers are designed to be placed flat over individual sofa seat cushions — they are not stretch covers and do not wrap around the sofa. Before ordering, please measure your sofa seat's width (Length) and depth.

📏 Size Guide

Backrest cover: 36in × 36in / 90cm × 90cm
Armrest cover: 28in × 28in / 70cm × 70cm

What does "separate seating" mean?

Our covers are designed for individual seat sections — each piece covers one seat cushion area. They lay flat over the seat and are held in place by a non-slip backing. They are not elastic slipcovers that stretch over the entire sofa frame.  Plus separate pieces for the backrest and armrests if needed.

Will the cover slip or move around?

Our covers feature a non-slip silicone particle backing that grips both fabric and leather sofas firmly, keeping the cover in place throughout the day.

What if the size I ordered doesn't fit?

We accept returns and exchanges within 90 days of delivery. Please see our Return Policy for details. When in doubt, size up.

🎨 Color & Material

Will the actual color match what I see on screen?

We do our best to represent colors accurately, but monitor settings can vary.  If you're unsure, we recommend ordering a single item first before buying multiple pieces.

What fabric are your covers made from?

Depending on the style, our covers are made from premium materials including Shu Velveteen, Chenille, and Honeycomb Velvet, soft, durable, and easy to maintain. Specific fabric details are listed on each product page.

Will the cover shrink or fade after washing?

Our covers are machine washable. We recommend cold water, gentle cycle, and air dry or tumble dry on low. Avoid bleach and high-heat drying to maintain softness and color.

Are your covers pet- and kid-friendly?

Yes! Our covers are scratch-resistant and durable, making them ideal for households with pets and children. They're easy to remove and toss in the wash.

🔄 Returns & Exchanges

Can I return my order if it doesn't work out?

Yes. We accept returns within 90 days of delivery, provided the item is unused and in its original packaging. Please contact us at support@havencushion.com to initiate a return.

Who pays for return shipping?

For returns due to sizing issues or change of mind, the customer is responsible for return shipping costs. If the item arrived damaged or defective, we will cover the return shipping in full.

How long does a refund take?

Once we receive and inspect your return, refunds are processed within 3–5 business days to your original payment method.

Can I return an item after opening the packaging?

Yes, as long as the item has not been used or washed and is returned in resalable condition.

📦 Shipping & Delivery

Do you offer free shipping?

Yes! We offer free standard shipping on orders over $70 within the United States. Orders below $70 are charged a flat rate of $8.00.

Where do you ship from and how long does delivery take?

Standard delivery to the US typically takes 7–15 business days. Expedited options may be available at checkout.

My tracking link isn't working — what should I do?

Tracking information can take 2–3 business days to update after your order ships. If there are still no updates after 5 business days, please contact us.

What if my package is lost or never arrives?

If your package is confirmed lost by the carrier, we will either reship your order or issue a full refund — your choice. Please contact us within 30 days of the estimated delivery date.

Will I be charged customs duties or import taxes?

Depending on your country, customs duties or import taxes may apply. These fees are the responsibility of the buyer.

💳 Payment & Security

Is it safe to enter my credit card information on your site?

Absolutely. Our store is secured with SSL encryption, and all payments are processed through Shopify's PCI-compliant payment system. We never store your full card details.

What payment methods do you accept?

We accept all major credit cards (Visa, Mastercard, American Express), PayPal, Apple Pay, Google Pay, and Shop Pay. Shop Pay also offers installment payment options for eligible orders.

Can I pay in installments?

Yes! Shop Pay Installments allows you to split your purchase into interest-free payments. Simply select Shop Pay at checkout to see if your order qualifies.

⭐ Product Quality & Trust

Are your products as described?

We stand behind every product we sell. If your item arrives significantly different from the product description or photos, please contact us immediately and we will make it right.

Do you have real customer reviews?

Yes! Verified customer reviews are displayed on each product page.

Is there a quality guarantee?

We offer a 90-day satisfaction guarantee. If you're not happy with your purchase for any reason, contact us and we'll work with you to find a solution.

📞 Customer Support

How do I contact you?

You can reach us by email at support@havencushion.com. We typically respond within 24–48 business hours.

What are your customer service hours?

Our support team is available Monday through Friday, 9 AM – 6 PM EST.

Do you offer support in languages other than English?

Yes, we can assist customers in both English and Chinese (Mandarin). Please feel free to write to us in either language.