frequently asked questions

At Vylone, all furniture is made-to-order, which means each piece is produced exclusively for the customer who orders it. Because of this, we generally do not accept returns or cancellations once production has begun.

However, we do offer refunds or replacements if:

• The item arrives damaged or defective.
  
• The item is lost in transit.
  
• The item is significantly different from the photos we provided for approval before shipping.
  

Customers must report any issues within 7 days of delivery, with photo or video documentation. If approved, we will arrange a repair, replacement, or refund depending on the situation.

We also require photo approval before shipping, which ensures that you always know what you’re getting before it leaves our facility.

Can I customize my furniture and the variants?

Yes. At Vylone, every piece of furniture is made-to-order, which means all items are created only after you place your order.

Our variants — the designs you see on our website — have been carefully selected and curated by us to represent timeless styles, balanced proportions, and materials we trust. They are excellent starting points if you want a finished look without going through a full customization process.

However, even if you order one of our curated variants, it is still produced for you from scratch. This means that production takes the same time (15–30 business days) as a fully customized order.

• For simple adjustments (such as choosing a different fabric, color, or cushion firmness), you can let us know directly when placing your order.
  
• For more advanced changes (for example, altering dimensions, shapes, or structural elements beyond what is shown on our website), you will need to contact us directly so we can confirm what is possible and discuss details with you before production begins.
  

Once your furniture is ready, we will send you photo approval of your exact piece before shipping.

In short: whether you choose one of our curated variants or request advanced customization, your furniture will always be made-to-order, carefully crafted, and tailored for you.

How long does production and delivery take?

At Vylone, every piece of furniture is made-to-order. This means nothing is pre-produced or kept in stock — your order is crafted from scratch after you place it. Because of this, the timeline has two stages: production and delivery.

• Production Time:
  Production typically takes 15–30 business days. During this period, raw materials are selected, the frame is built, upholstery is completed, and finishing touches are applied. Every piece also goes through a detailed quality check to ensure it meets our standards. Even if you order one of our curated variants, production still takes the same time, since your furniture is handcrafted exclusively for you.

• Delivery Time:
  Once production is finished and you have approved the final photos of your furniture, we ship your order via express delivery. Shipping usually takes 3–7 business days, depending on your location within our current service markets: the United States, France, Germany, United Kingdom, and the Netherlands.

• Free & Hassle-Free Shipping:
  Express delivery is always free, and all customs duties and VAT are included in the price you see at checkout. There are no hidden costs or unexpected fees upon delivery.
  

Can I cancel or return my order?

At Vylone, every piece of furniture is made-to-order, which means it is produced exclusively for the customer who places the order. Because of this, cancellations and returns work a bit differently compared to mass-market furniture stores.

• Cancellations:
  Orders may be cancelled within 24 hours of purchase for a full refund.
  
  After 24 hours, production will already have begun, and cancellations are no longer possible since materials and labor are allocated specifically for your order.
  
  If you wish to make adjustments after placing your order, simple changes (like fabric, color, or cushion firmness) can usually still be arranged — but for advanced modifications beyond what is listed on our website, you must contact us directly as soon as possible to confirm what is feasible.
  
  
  
• Returns:
  Because each item is customized and made to order, we generally cannot accept returns for reasons such as change of mind, buyer’s remorse, or minor variations in color/texture (differences in lighting or screens are natural).

• Exceptions for Returns/Refunds:
  We will arrange a return, replacement, or refund if:

The furniture arrives damaged or defective.

The wrong product was delivered.

The product differs significantly from the photos you approved before shipping.

• Claim Process:
  If you believe your order qualifies for a return or refund, you must contact us within 7 days of delivery at support@vylone.com, providing photo or video documentation. Our team will review your case and provide the most suitable solution.

In summary: you can cancel your order within 24 hours, but after production begins, cancellations and returns are only possible if your furniture arrives damaged, defective, incorrect, or significantly different from what was approved. This policy ensures fairness while protecting both our customers and the integrity of our made-to-order process.