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Frequently Asked Questions
Find answers to common questions about our products and services
Our sofas feature a frameless structure filled with premium high-density, high-resilience eco-friendly support foam, covered in sustainable Olefin outdoor fabric. This specialized fabric is naturally water-repellent and stain-resistant. By eliminating hardwood and metal components, we have created a soft, "collision-safe" design with rounded corners—perfect for active children and pets. All materials are non-toxic and OEKO-TEX® STANDARD 100 certified, ensuring safety and environmental friendliness for your entire family.
Yes. Our Olefin outdoor fabric is made from fibers with inherent water-repellent properties. The material provides excellent resistance to water, stains, and UV rays, allowing it to withstand intense sunlight and light rain for long-term outdoor use.
LOFACE sofas are vacuum-compressed for efficient shipping. Once received, simply place the cushion cores into their respective covers and let them sit for 48 to 72 hours. This allows the foam to fully expand and regain its intended shape and firmness.
Pro Tip: Gently tapping and fluffing the cushions will help them restore to their optimal fullness more quickly.
Yes. Our products are designed for all-weather outdoor living, performing excellently from summer heat to winter snow. They are ideal for balconies, patios, gardens, and poolside areas. However, during extreme weather (such as hurricanes or blizzards) or long periods of non-use, we recommend using a furniture cover or moving the sofa indoors to extend its lifespan.
Absolutely. The frameless soft-body design contains no sharp edges, hardwood, or metal parts, providing a "collision-safe" environment. Combined with non-toxic materials and easy-to-clean stain-resistant fabric, our high-density foam offers both comfort and support for active families.
Yes. The cushion covers are removable via zippers. For daily cleaning, simply wipe with a damp cloth. For deep cleaning, machine wash in cold water on a gentle cycle or hand wash in water below 40°C. Do not bleach or tumble dry; air dry only.
Routine Care: Wipe with warm water and a mild detergent. We recommend regular dusting and prompt spot cleaning to keep the fabric looking new.
Deep Cleaning: Covers are fully removable and washable. Always air dry and avoid bleach or high heat to maintain fabric integrity.
Protection: When not in use, protect your sofa from the elements with our complimentary rain and dust cover to significantly extend its service life.
Our sofas are made from high-quality solution-dyed Olefin outdoor fabric, which offers superior color fastness. Unlike standard textiles, these fibers maintain vibrant colors even under intense sunlight. To keep your sofa looking brand new for years, we recommend using the provided protective cover during extended periods of non-use.
Unshipped Orders: Since our products are made-to-order, cancellations made before shipping will incur a 20% fee to cover production, material, and service costs already incurred.
Shipped Orders: Shipped orders cannot be canceled. Refusal of delivery will result in the buyer bearing all round-trip shipping costs, duties, and related losses.
Please contact us via email at support@lofaceliving.com within 24 hours of placing your order. Once the production process begins (including material procurement and cutting), we may no longer be able to modify your order.
You may update your address for free before the order ships. Once the order is in transit, any re-routing or additional logistics fees incurred due to an address change will be the responsibility of the customer.
"Processing" means your order has been confirmed and has entered the 1–2 week custom production phase, which includes material sourcing, foam cutting, sewing, and vacuum compression. You will receive a tracking number via email as soon as it ships.
We provide 100% FREE shipping to the continental United States. The price you pay includes all shipping and customs fees—there are no hidden charges.
Delay Protection: If the total delivery time exceeds 8 weeks, we will proactively notify you, and you may choose to continue waiting or request a 100% full refund.
Lost Packages: If logistics information is not updated for an extended period or the package is confirmed lost, we will provide a free replacement or a 100% full refund.
Total delivery time from payment to arrival is estimated at 5–6 weeks. This includes: production (1–2 weeks), expedited ocean freight (approx. 2 weeks), and customs clearance plus final-mile delivery (1–2 weeks).
We offer free shipping to all states within the continental U.S.. For non-continental areas (e.g., Hawaii, Alaska), please contact us at support@lofaceliving.com for a custom shipping quote.
Yes. We will provide progress updates via email during production and shipping. You can also log in to our website or email support@lofaceliving.com to check your real-time order status.
Please contact customer service immediately. While address changes are free before shipping, customers are responsible for any delays, delivery failures, or extra logistics costs resulting from incorrect or incomplete information provided at checkout.
Crucial Evidence: Vacuum packaging cannot be restored once opened. An unboxing video is the most effective way to identify manufacturing defects or shipping damage, allowing us to process your claim or replacement within 48 hours.
While the journey across the ocean is long, the wait is much like anticipating a letter from a distant pen pal. Every detail is meticulously crafted to ensure that the moment you receive your LOFACE sofa, you feel the warmth of high-quality outdoor living. We appreciate your patience and trust.
We offer a 30-day free return guarantee from the date of delivery. All returns must be pre-authorized by contacting support@lofaceliving.com; unauthorized returns will not be accepted.
Non-Quality Returns: Unopened items qualify for a refund minus round-trip shipping and a 5% fee. Opened/expanded items are non-returnable.
Quality Issues: We offer a full refund or free replacement, with all shipping costs covered by LOFACE.
Unopened: Yes. After approval, the balance will be refunded to your original payment method minus round-trip shipping costs and a 5% handling fee.
Opened: No. Because vacuum-compressed products cannot be resold once expanded, non-quality returns are not accepted for opened items.
Email us at support@lofaceliving.com with your order number, photos, and a brief video. Our team will provide a solution within 1–3 business days. We offer a three-year limited warranty covering structural integrity and manufacturing defects under normal use.
Only if the refusal is due to severe damage to the outer packaging (photo evidence required). Otherwise, the customer is responsible for round-trip shipping and restocking fees, which will be deducted from the refund.
We provide a three-year limited warranty covering structural integrity and manufacturing defects, such as seam failure or material breakdown under normal use. It does not cover normal wear and tear, accidents, or damage from improper use/maintenance.
Please contact us within 48 hours of delivery with evidence. Once verified, we will provide a free replacement or ship missing parts at our expense.
Refunds are initiated within 3–5 business days after final warehouse inspection. Funds are returned to the original payment method; arrival time typically takes 3–7 business days depending on your bank.
Core Policy: Once the vacuum seal is broken, the sofa expands and cannot be restored to its original state for resale. Therefore, we do not accept returns for opened items for non-quality reasons. Please verify the color and style through the packaging before opening.
Approval: Email support@lofaceliving.com to request a return.
Evidence: Provide your order number, contact info, and clear photos/videos.
Authorization: Once approved (1–3 days), you will receive return instructions and a U.S. warehouse address.
Shipping: Ship the item back. Do not return items without authorization, as they will be rejected.
We sincerely apologize for any error. If we ship the wrong item, LOFACE assumes full responsibility. Please contact us within 3 days of delivery with your order number, photos of the item/shipping label, and a short video. Once verified, we will provide a free replacement or full refund, covering all shipping costs.
Note: Always check the product label before opening the vacuum seal; if incorrect, do not open it so we can expedite your exchange.
