FAQ

  • Can I change my order after placing it?
  • How do I cancel my order?
  • I can’t place my order. Can you help?
  • Where do orders ship from?
  • When will my order arrive?
  • Do your products come with a warranty? How long is it?
  • How do I request warranty service?
  • How do I care for and maintain my product?
  • What is your return policy?
  • Who pays for return shipping?
  • How long does it take to receive my refund?
  • What payment methods do you accept?
  • How do I use a discount code?
  • I have a question not listed above. Can you help?

About Orders

  • Can I change my order after placing it?
  • How do I cancel my order?
  • I can’t place my order. Can you help?

Can I change my order after placing it?

If you have already placed an order and need to make changes, please contact our customer service team as soon as possible. You can reach us by sending an email to support@welaxhome.com — we will do our best to accommodate your request before the order is shipped.
Once the order has been shipped, please contact us if you need to change the shipping address; other information cannot be modified. Thank you for your understanding.

How do I cancel my order?

We hope you won’t need to cancel your order — but if you do, our customer support team is here to help. Please email support@welaxhome.com and we’ll assist you promptly.

I can’t place my order. Can you help?

Absolutely! If you’re experiencing issues at checkout, please try switching to another browser first (e.g., from Safari to Chrome). If the issue continues, email support@welaxhome.com with a brief description of the problem and screenshots if possible. If you see any error messages or a blank page, please include that information — it helps us resolve the issue faster.

Shipping

  • Where do orders ship from?
  • When will my order arrive?

Where do orders ship from?

To ensure faster delivery, we use a multi-warehouse shipping model. Your order may ship from different locations and may be split into multiple packages depending on inventory. If your order is split, you will see multiple tracking numbers in your shipping updates.

When will my order arrive?

We know you’re excited to experience WELAX comfort. Orders usually ship within 48 hours, and delivery to U.S. domestic regions typically takes 1–6 business days. Once your order ships, you will receive a notification with tracking details for all packages. Please note: Delivery time begins after your order ships.

Warranty Policy

  • Do your products come with a warranty? How long is it?
  • How do I request warranty service?
  • How do I care for and maintain my product?

Do your products come with a warranty? How long is it?

Yes, all our products include warranty coverage. Warranty periods vary by product type. Please refer to our warranty page for details: http://welaxhome.com/pages/warranty Coverage generally includes manufacturing defects such as frame issues, hardware failures, or structural damage. Normal wear and tear (e.g., fabric wear, minor leather fading) may not be covered.

How do I request warranty service?

Please prepare your proof of purchase (invoice or order number) and photos/videos of the issue, then send them to our support team. After verification, we will offer repair, replacement, or refund options depending on the case.

How do I care for and maintain my product?

Each product includes care instructions. Please follow the guide included in your manual to keep your item in good condition.

Ergonomic Chair Care Tips

  • Wipe dust regularly; treat leather parts with conditioner.
  • Avoid direct sunlight to prevent fading or aging.
  • Check screws periodically to keep the chair stable.
  • Use adjustment features properly and avoid excessive force.

Executive Leather Chair Care Tips

  • Wipe with a soft cloth and use leather conditioner periodically.
  • Avoid sunlight and high heat to prevent cracking or fading.
  • Keep away from sharp objects and clean spills promptly.
  • Check seams and frame regularly to ensure stability.

Compressed Sofa Care Tips

  • Allow the sofa to fully expand according to the manual upon arrival.
  • Dust regularly and keep the surface dry.
  • Avoid sunlight, heat, and humidity.
  • Prevent sharp objects from scratching the surface and ensure even weight distribution.

 

Returns & Refunds

  • What is your return policy?
  • Who pays for return shipping?
  • How long does it take to receive my refund?

What is your return policy?

You may request a return within 60 days of receiving your item (non-damage reasons). Full details: https://welaxhome.com/policies/refund-policy

Who pays for return shipping?

For personal reasons returns within 60 days (e.g., “don’t like it” / “not suitable”), the buyer is responsible for return shipping. If the item is damaged, defective, or incorrect, we cover all return shipping costs.

How long does it take to receive my refund?

Once the returned item is received and inspected, we will process your refund. Refunds typically arrive within 3–5 business days.

Payment Methods & Checkout

  • What payment methods do you accept?
  • How do I use a discount code?

What payment methods do you accept?

We currently accept:
  • Credit Cards (Visa, MasterCard, American Express)
  • PayPal
  • Shop Pay

How do I use a discount code?

At checkout, enter your code in the “Discount code” field and click Apply.

Additional Support

  • I have a question not listed above. Can you help?

I have a question not listed above. Can you help?

Of course! You can reach us anytime via email (support@welaxhome.com) or through Live Chat on our website. We’re always happy to help!