FAQ

📦 Shipping & Delivery

Q: How long does shipping take?
A: We ship from our local warehouses in the US (West Coast & East Coast) and Europe (UK & Germany). Your order arrives in 3-5 business days — not 30+ days like traditional overseas shipping. 99% of our orders are delivered on time.

Q: Do I have to pay extra customs fees or import taxes?
A: No! Because we produce and ship locally within the US and Europe, there are no additional customs duties, import taxes, or hidden fees. The price you see is the price you pay.

Q: Do you ship to my country?
A: We currently ship to the United States, Canada, United Kingdom, Germany, France, and most European countries. If you're not sure, just email us at hello@furnvila.com and we'll check for you.

🎨 Customization

Q: What can I customize on my order?
A: Everything! You can add your family name, established year, wedding date, child's birth information, hometown coordinates, or any personal message you love.Upload your design or text, and we'll preview it in real-time before production.

Q: How do I know what my design will look like?
A: Use our real-time preview tool on each product page. Upload your photo, pattern, or text and see exactly how it will look before you order. No surprises!

Q: Can I change my design after placing an order?
A: We start production within 24 hours. If you need to make changes, contact us immediately at hello@furnvila.com or WhatsApp +86 13927234998 — we'll do our best to accommodate.

🔄 Returns & After-Sales

Q: What if I don't like my order or it arrives damaged?
A: We offer local fast-replacement — not traditional returns. If something's wrong, we re-make your item locally in 2-3 days and ship it to you again. You don't need to ship anything back to China. Our customer satisfaction rate is 98%+.

Q: What's your return policy?
A: Because every piece is custom-made just for you, we don't accept returns for change-of-mind. But if there's a quality issue, we'll replace it for free — fast and local. Your satisfaction is our priority.

💳 Payment & Trust

Q: What payment methods do you accept?
A: We accept Visa, Mastercard, PayPal, and Apple Pay — all the major payment methods you trust. Your payment is secure and protected.

Q: Is my personal information safe?
A: Absolutely. We use Shopify's secure payment gateway with advanced fraud protection. Your data is encrypted and never shared with third parties.

🏠 Product & Quality

Q: What materials do you use?
A: Our Family Heritage Collection features premium framed artwork, soft woven blankets, and natural linen pillows. All materials are high-quality, durable, and designed to last — just like your family memories.