1. How do I report an incident or post-sale with my order or the products purchased?
If you have not received your order, are missing any of the purchased products, or have received a damaged product or one missing some of its parts, you must inform us as soon as possible through the procedure we explain below.
To report an incident with your order, please follow these steps:
- Log in to your customer account*. If you placed the order as a guest, send an email to <a href="mailto:”>, indicating your order number, the situation of the incident, and justification photos.
- Access “My Orders”.
- Click on “Create incident/return” for the corresponding order.
- Fill out the incident, selecting the product or products from the order that you have the incident with. You can also attach images and add comments.
Once you fill out the form, our after-sales team will contact you with more information about your request.
If the necessary requirements are met, the product will be picked up, and after its receipt and verification, Incanto will repair, replace, or refund its total or partial amount as appropriate.
Please note that for us to pick up your product, it must be disassembled and with all its accessories. Make sure the product is packed in the original Incanto Sofás packaging or in another suitable packaging.
2. Are returns free?
Yes, in case of return due to factory defect, you will be refunded the full amount of the products you return. You must bear the return shipping costs of the products, if any. Unless you indicate otherwise, we will offset these return costs with those you have already paid for the initial delivery of the product, as we will take care of picking up the order at your home.
3. Can we return our custom-made products?
All our products are custom-made and made to order. Therefore, returns due to withdrawal will not be accepted. However, the other product guarantees will not be affected.
4. Can I modify my order before receiving it?
Once a custom-made order is confirmed, no modifications can be made, as a manufacturing order is issued with the specifications of type and color of leather.