Welcome! Our support is available Monday to Friday, 7 AM to 3 PM Pacific Time.

Q1: How do I make changes to my account?

A1: If you need to make any changes to your account, please contact our online customer service or send an email to in@12hhome.com. We will assist you with these changes.

Q2: How can I view my orders?

A2: You can log into your account to view your previous orders, or contact our online customer service or send an email to in@12hhome.com.

Q3: How do I unsubscribe from emails and texts?

A3: To unsubscribe from texts, reply "STOP". For emails, simply click "unsubscribe" at the bottom of any 12hhome email.

Q1: How can I cancel or change my order?

A1: Once an order has been processed, we are unable to modify or cancel it. If you no longer need the item, please contact our customer service promptly.

Q2: How can I change the shipping or billing address?

A2: Please contact our online customer service or send an email to in@12hhome.com as soon as possible, so we can help you change the address.

Q3: Can I change the payment method after placing an order?

A3: Once an order is placed, the payment method cannot be changed. You may contact customer service to cancel the original order and then place a new order with the desired payment method.

Q4: How do I apply a discount code to my order?

A4: Your discount code can be applied at checkout. Only one discount code can be used per order. If you forgot to add the discount code at checkout, please contact our customer service for assistance.

Q1: What are your shipping methods and fees?

A1: Our international shipping uses sea freight, followed by land transportation upon reaching the port. Fees are calculated based on the destination and total order amount, with specific information displayed at checkout.

Q2: How soon do you ship after an order is placed?

A2: Our products are made to order. Once we receive your order, it will be completed within 45 days at the latest. After production is completed, the order will enter the shipping phase.

Q3: How long does your shipping take?

A3: Standard international shipping takes 10-15 business days after production is completed. The exact time may vary depending on the destination and customs process. We will communicate the specific delivery time with you when the order is confirmed.

Q4: Does your delivery service include installation?

A4: We offer home delivery service, but our default delivery does not include bringing furniture upstairs or installation. If you require upstairs delivery and installation, please contact our customer service team in advance to arrange for the service and pay the necessary fees.

*Please refer to the "Shipping policy" policy for more details.

Q1: Can I return the goods after receiving them?

A1: For regular items, we accept return requests within 30 days of delivery. Please keep the products in their original condition with all original packaging and labels. We do not accept returns for assembled furniture unless there are quality issues or shipping damage.

Q2: Which items are non-returnable?

A2: Customized furniture and clearance or discounted items are non-returnable unless there are quality issues.

Q3: How do I initiate a return process?

A3: You can contact us via our customer service email at in@12hhome.com to initiate a return process. Please provide your order number and the reason for the return, along with photos of any damaged items.

Q4: Do I have to pay for return shipping?

A4: If the return is due to our error (such as wrong item sent or product defects), we will cover the return shipping costs. For other reasons, the return shipping cost will be borne by the customer.

Q5: When will I receive a refund for returned items?

A5: Once we receive and inspect your returned items, we will notify you of the return status. If your return is approved, the refund will be processed within 7 business days and automatically returned to your original payment method.

Q6: Are all returned items fully refunded?

A6: If the return is due to our error (such as wrong item sent or product defects), we will provide a full refund and cover the return shipping costs. If the return is for non-quality issues, return shipping fees will be deducted from the refund.

*Please refer to the "Returns & Refunds" policy for more details.

Q1: What are the advantages of solid wood furniture?

A1: Solid wood furniture features naturally beautiful grain and unique textures, is sturdy and durable, and acquires a unique sheen and style over time. Additionally, solid wood furniture usually contains no harmful chemicals, making it more environmentally friendly.

Q2: Why is solid wood furniture more expensive?

A2: The higher price of solid wood furniture is mainly due to its material, which comes from natural wood, complex manufacturing processes, and the need for rigorous processing to ensure stability and durability.

Q3: Why is there such a large price difference in solid wood furniture?

A3: Prices are influenced by factors such as the type of wood (e.g., black walnut is more expensive than common woods), different grades within the same wood type, and the level of craftsmanship. Brands with high design and quality standards, complex mortise and tenon structures, and high aesthetic standards will increase costs.

Q4: Does solid wood furniture crack or warp?

A4: Solid wood furniture may crack or warp slightly due to changes in environmental humidity and temperature. Choosing well-dried wood and reliable manufacturing processes can reduce this risk. Proper maintenance and environmental control can also help extend the lifespan of the furniture.

Q5: Does solid wood furniture require special maintenance?

A5: Yes, solid wood furniture requires regular maintenance to maintain its appearance and performance. Regular cleaning, controlling indoor humidity, avoiding direct sunlight, and using dedicated wood care products can effectively extend the life of the furniture.

Q6: Does the color of solid wood furniture change over time?

A6: The color of solid wood furniture changes over time due to light exposure, typically developing deeper and richer tones. This is a natural characteristic of solid wood furniture, and many people find it adds to its charm.

Q7: How long can solid wood furniture last?

A7: With proper maintenance, standard solid wood furniture can last 20-30 years. High-end solid wood furniture, due to its high-quality materials, reasonable design, and excellent craftsmanship, can even be passed down for generations with proper use and maintenance.

Q1: How do I care for my solid wood furniture?

A1: Please refer to our "Solid Wood Furniture Care Guide."

Q1: What fabric options are available for your upholstered furniture?

A1: We offer a variety of fabric options, including leather, wool, cotton-linen, and polyester. Each type of fabric has unique characteristics. Please carefully review the differences in fabric options when selecting a product to ensure it meets your needs.

Q2: What types of filling materials do you use in your upholstered furniture?

A2: Our upholstered furniture uses a range of filling materials including different densities of foam, memory foam, down, and polyester fiber, layered according to design requirements to provide optimal comfort and support.

Q3: Does your leather fabric fade?

A3: Leather fabrics can fade over time and with use, especially when exposed to direct sunlight. Regular cleaning and proper maintenance can slow down this process.

Q4: What support structures are used in your sofas and upholstered beds?

A4: Our sofas and upholstered beds typically use sturdy hardwood frames to ensure durability and environmental sustainability.

Q5: Can I customize the color and size of upholstered furniture?

A5: Yes, we offer customization options for color and size, but design styles cannot be altered. You can choose different colors, fabrics, and sizes to meet your personal needs. Please contact our customer service team for more information on customization.

Q1: How do I care for my upholstered furniture?

A1: Please refer to our "Upholstered Furniture Care Guide."