I. Products and Shopping
1. What furniture does the website offer?
We offer living room furniture, sofas, dining room furniture, dining chairs, office furniture, and gaming chairs.
2. How do I choose the right furniture?
Before purchasing, please measure your space dimensions and confirm that the furniture can pass smoothly through doorways, stairways, and other passages.
3. Where can I view product specifications?
Please check the dimensions, materials, colors, assembly, and care information on the product page. If you have questions, please contact customer service.
4. Will the actual color differ?
Due to differences in screens and lighting, the actual color may differ slightly from the images.
II. Orders and Payment
5. How do I place an order?
After selecting your items, follow the instructions on the checkout page to complete your purchase, and verify the items, quantities, address, and order total.
6. Can I modify or cancel an order?
Please contact customer service as soon as possible to request it. Whether modification or cancellation is possible depends on the order status. Orders that have already shipped generally cannot be cancelled through the standard process.
7. What payment methods does the website accept?
Supported card brands include American Express, Diners Club, Discover, JCB, Mastercard, and Visa. Please refer to the options displayed on the checkout page.
8. What should I do if payment fails?
Please check your card information, expiration date, and available credit limit. If payment still cannot be completed, please contact your card issuer or customer service.
III. Shipping and Logistics
9. How much does shipping cost?
Orders under $64.99: The shipping fee is $5.99.Orders of $64.99 or more: Standard shipping is free.The final fee is subject to the checkout page.
10. How long does shipping take?
Order processing usually takes 1-3 business days, and transit after shipment takes about 5-8 business days, for a total of about 6-11 business days. Actual times may vary depending on shipping conditions.
11. How do I track my order?
Please use the logistics tracking information you received to check the progress. If you did not receive tracking information or the logistics have not updated for a long time, please contact customer service.
12. What should I do if the package shows as delivered but I cannot find it?
Please check the delivery address and where the package may have been left, and confirm with anyone living with you. If it still cannot be found, please contact customer service as soon as possible.
IV. Returns and Refunds
13. Can I return an item?
Eligible items can be returned within 30 days of receipt. The specific requirements are subject to the Return and Refund Policy.
14. Do you support exchanges?
We currently do not offer exchange services. Items eligible for return may be returned for a refund, after which you may place a new order.
15. Who bears the return shipping costs?
Return shipping costs are determined based on the reason for return and applicable policy. Returns due to product defects, shipping damage, or incorrect shipments will be handled in accordance with applicable policy.
16. When will I receive my refund?
After the item is returned and inspected, refunds are typically initiated or processed within 1-5 business days. The actual arrival time depends on the payment institution.
V. Product Issues and Care
17. What should I do if I receive a damaged or incorrect item?
Please contact customer service as soon as possible, describe the issue, and provide order information and clear photos so that we can verify and handle it.
18. Where can I find assembly and care instructions?
Please check the relevant information on the product page. If you need further assistance, please contact customer service.
19. Do you provide installation services?
Whether assembly, installation, and related accessories are provided is subject to the product page information or confirmation by customer service.
20. Will product prices and inventory change?
Product prices and inventory may change. Please refer to the product page and checkout information at the time of purchase.
VI. Privacy and Customer Service
21. How can I learn about how my personal information is handled?
Please refer to the website's Privacy Policy and Cookies Policy to learn about how personal information and related technologies are used.
22. How do I contact customer service?
Email: hello@raelluma.com
Phone: +81 475-22-4836
Address: 1756-14 Mutsuno, Mobara-shi, Chiba 297-0012, Japan
23. What are the customer service hours?
Monday to Friday, 9:00 AM to 6:00 PM Eastern Time (ET).
Thank you for choosing Raelluma. If you have any other questions, please contact our customer service team.