After-Sales Service

We stay by your side, even after delivery

At Kings Canapé, our commitment does not end on the day your sofa arrives at your home. We are here to support you over the long term, answer your questions, and resolve any issues you may encounter.

Because good After-Sales Service means being responsive, honest, and human.

When should you contact our After-Sales Service?

Our After-Sales Service handles many situations:

Compliance issue or manufacturing defect

The sofa delivered does not match your order (colour, configuration, different model)
You notice a manufacturing defect (faulty stitching, a mechanism that does not work, defective structure…)
An item is missing from your delivery

Transport-related damage

Your sofa arrived damaged (damaged module, torn fabric, broken structure…)
You noticed an issue after unpacking that appears to be linked to transport

Technical issue after installation

A mechanism no longer works properly (recliner function, storage compartment…)
A part has deteriorated abnormally
You notice a defect that was not visible on receipt

Questions about care or use

How do you clean a specific stain on your fabric?
Which care product should you use for your upholstery?
How do you care for your sofa to extend its lifespan?
You need advice on assembly or use

Ordering spare parts

You need a replacement cushion
You would like to order additional feet
A part of the mechanism needs to be replaced

How does our After-Sales Service work?

Step 1: You contact us

As soon as you notice an issue, please contact us as quickly as possible:

Phone: 07 56 81 16 16

Email: contact@kingscanape.com

WhatsApp: 07 56 81 16 16

Our hours: Monday to Saturday, 10am to 7pm, and Sunday 10am to 6pm.

Step 2: You describe the issue

To process your request efficiently, we need a few pieces of information:

Essential information:

Your order number
The date you received your sofa
A detailed description of the issue

Essential photos:

Clear photos of the defect or damage noticed
Several angles if possible
A photo of the entire sofa to provide context

For transport-related damage:

Photos taken in the driver’s presence (if possible)
Notes recorded on the delivery slip
Photos of the packaging if the damage was discovered after unpacking

The more information you provide at first contact, the faster we can process your request.

Step 3: We review your request

Our team examines your case carefully:

We verify the nature of the issue
We determine whether it is covered by the warranty
We identify the best solution to offer you

Processing time: Generally within 48 hours (often faster for urgent cases)

Step 4: We propose a solution

Depending on the nature of the issue, we will propose:

Repair

Dispatch of a replacement part (module, cushion, mechanism…)
On-site intervention if necessary (depending on your location)
Advice for a simple repair you can carry out yourself

Partial replacement

Exchange of one or more faulty modules
Dispatch of a new cushion, a new cover…

Full replacement

In the most serious cases, complete replacement of the sofa

Commercial discount

If the defect is minor and you wish to keep the sofa
Amount determined case by case, depending on the nature of the issue

Advice or technical assistance

For questions about care or use
Dispatch of suitable care products if needed

Step 5: We implement the solution

Once the solution has been agreed together:

We organise the dispatch of replacement parts
We schedule the intervention if necessary
We coordinate the logistics with you

Our commitment: To resolve your issue as quickly as possible, without leaving you on your own.

Our response and intervention times

Initial response: Within 48 hours maximum (often within 24 hours)

Dispatch of replacement parts: Depending on availability, generally 1 to 3 weeks

On-site intervention: By appointment, depending on your location and the nature of the issue

Full replacement: 6 to 8 weeks (manufacturing time for a new sofa)

We keep you informed at every step and do our utmost to resolve your issue as quickly as possible.

What is covered by the warranty

Legal warranty of conformity: 2 years

Covered:

Manufacturing defects
Non-conformities (product different from the order)
Defects that render the sofa unfit for use
Hidden defects

Examples of covered issues:

Defective structure
Stitching that comes undone abnormally
Mechanism that no longer works
Defective fabric (abnormal discolouration, tear without reason…)
Missing or damaged module during transport

What is NOT covered by the warranty

For your claim to be processed under the best conditions, it is important to understand what is not covered:

Normal wear

Progressive softening of the foam over time
Natural patina of the leather
Seating marks on cushions after prolonged use

Misuse

Incorrect assembly
Use of the armrests as a seat
Jumping on the sofa or the relax footrest
Excessive load (more than 90–100 kg per seat)

Improper care

Damage caused by unsuitable cleaning products
Discolouration caused by prolonged exposure to sunlight
Damage caused by proximity to a heat source

External damage

Stains caused by the customer
Animal scratches
Burns (cigarette, candle…)
Discolouration caused by dyed clothing (jeans…)

Prolonged storage in packaging

Deformations or colour variations if the sofa has remained packaged for more than 5 days

For more details, please see our Sofa warranty page.

Tips to help us process your request

In case of damage on delivery

React immediately:

Inspect all parcels in the driver’s presence
Take photos of the visible damage
Note precise reservations on the delivery slip
Contact us within 24 hours with the photos

Keep the packaging: If you discover damage after unpacking, absolutely keep the original packaging. It may be required to activate the transport insurance.

For any other issue

Provide clear photos: A good photo is worth more than a long explanation. Consider photographing the issue from several angles.

Be precise in your description: When did the issue appear? Under what circumstances? This helps us identify the cause and the solution.

Spare parts and accessories

Do you need a replacement part? Would you like to order an additional cushion? Replacement feet?

Contact our After-Sales Service and we will draw up a quote for you.

Parts delivery time: Generally 1 to 3 weeks depending on availability.

Our After-Sales commitment

Responsiveness
We answer you quickly and process your request as soon as possible.

Honesty
We clearly tell you whether the issue is covered by the warranty or not, and why.

Concrete solutions
We never leave you without an answer. We always look for the best solution for you.

Human support
You deal with real people who know the product and are here to help you.

Personalised follow-up
We stay in touch with you until your issue is fully resolved.

Frequently asked questions

My sofa has sagged after a few months — is this normal?
HR-35 foam gradually softens with use (up to 40% density loss under intensive use). This is a natural phenomenon, not a defect. If the sagging seems abnormal to you, contact us with photos so we can assess the situation.

A seam has come undone — what should I do?
Contact us immediately with photos.

I have stained my sofa — can you help?
We will give you care advice suited to your type of fabric. However, stains caused by the customer are not covered by the warranty.

A mechanism no longer works — how does this work?
Contact our After-Sales Service with a precise description of the issue and a video if possible. If it is a manufacturing defect, we will send you the replacement part and guide you through the installation.

How long do I have to report an issue?
For transport-related damage: 24 hours after delivery.
For manufacturing defects: 2 years (legal warranty of conformity).
But in all cases, the sooner you contact us, the better.

Is the After-Sales Service chargeable?
No, if the issue is covered by the warranty, the After-Sales Service is completely free (parts, shipping, intervention if necessary).
If the issue is not covered (normal wear, misuse…), we will provide you with a quote for the parts or the intervention.

Customer testimonials

"I had a small issue with a mechanism that was sticking. I contacted the After-Sales Service, they replied in less than 24 hours, sent me the replacement part within 10 days, and guided me over the phone to install it. Top-notch service!"
— Laurent, Marseille

"I had a question about caring for my fabric. The After-Sales team gave me all the advice I needed and even sent me a sample of a suitable product. Truly thoughtful care!"
— Stéphane, Lille

Contact our After-Sales Service

Phone: 07 56 81 16 16

Email: contact@kingscanape.com

WhatsApp: 07 56 81 16 16

Hours: Monday to Saturday, 9am to 7pm

At Kings Canapé, we never abandon you. Your satisfaction is our priority. Today, tomorrow, and 10 years from now.