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Custom Furniture FAQ
Answers about AWCASA made-to-order furniture, customization, quotations, production and international delivery.
Quotations & orders
How do I request a quotation?
Open any product page and select Enquire on WhatsApp, or contact support@awcasa.com. Send the product link, quantity, delivery city and preferred dimensions, materials or colors. We confirm the specification, production schedule, delivery option and written quotation before payment.
Why are prices not shown online?
AWCASA focuses on made-to-order furniture. Pricing depends on size, material, finish, quantity and destination, so each project is quoted after its specification is confirmed. Requesting a quote does not create an order or payment obligation.
When is my order confirmed?
Your order is confirmed only after you approve the written specification and quotation and we confirm receipt of the agreed payment. Review dimensions, finishes, quantities, delivery address and access requirements carefully.
Can I change or cancel an order?
Contact us immediately. Changes and cancellations depend on whether materials have been ordered or production has started. Custom items may not be cancellable after production begins, except where mandatory consumer rights apply. See our Return & Refund Policy.
Customization & materials
What can be customized?
Depending on the design, we can review dimensions, upholstery, leather or fabric, wood veneer, stone, metal finish, color and configuration. Feasibility is confirmed case by case before quotation.
Can I request material or color samples?
Yes. Tell us the product and finishes you are considering. Availability, lead time and courier cost depend on the material and destination and will be confirmed before dispatch.
How should I measure my room and access route?
Measure the placement area and the narrowest doorway, corridor, stairwell and elevator along the route. Include turning space and ceiling height. Share a floor plan, photos and critical measurements before approving the order.
Will natural materials look exactly like the screen?
Screen settings and lighting affect color. Natural wood, leather and stone vary in grain, tone and pattern. These variations are inherent characteristics. Request samples where color matching is important.
Production & trade projects
How long does made-to-order production take?
The typical production window is 35–50 days after final specification and payment confirmation. Complex customization, special materials, holidays or production changes can affect timing. We will notify you if the confirmed schedule changes.
Do you provide production updates?
Yes. We can provide milestone updates and, when available, photos or videos before packing.
Do you support designer and hospitality projects?
Yes. Our Designer & Trade service supports residential, hospitality, retail and commercial briefs. Share your floor plan, mood board, quantities, target timeline and destination through the Designer Collaboration page.
Shipping & delivery
Where does AWCASA deliver?
International delivery is available to many destinations, subject to route, product size and local coverage. Send your city and postal code for a quotation. Customs duties, taxes and destination charges will be stated where known and may be payable by the recipient.
Are production and transit time the same?
No. Production covers manufacturing; transit begins after packing and carrier collection. Delivery times vary by route, customs and carrier conditions. We provide the available option and estimate before order confirmation.
What should I do when furniture arrives?
Inspect packaging before signing, note visible damage on the carrier document where possible, and photograph or video the package and item during unpacking. Contact support@awcasa.com promptly with your order number and evidence if anything is missing, damaged or incorrect.
What if tracking says delivered but it is missing?
Check the delivery area and ask household or site contacts, then contact the carrier. If it is still missing, email support@awcasa.com promptly so we can assist with the investigation.
Returns & after-sales support
Can customized furniture be returned?
Made-to-order or personalized furniture generally cannot be returned for change of mind once production has begun. This does not limit rights that cannot legally be excluded, including remedies for goods that arrive damaged, defective or materially different from the agreed specification.
How do I report damage or an incorrect item?
Email support@awcasa.com as soon as reasonably possible with your order number, a description, packaging photos and clear photos or video. Keep the item and packaging until we advise the next step.
How are approved refunds issued?
Approved refunds are returned to the original payment method unless another method is agreed. Processing time depends on your bank. Any deductions or return-shipping responsibility will be disclosed before authorization and will not override mandatory legal rights.
