faq's
CURATED SUPPORT

Frequently Asked Questions

Find answers to common queries about our products, delivery, customization, and services — designed to make your experience seamless.
Browse products, add to cart, and complete checkout. You’ll receive an order confirmation after payment.
Product pages show availability (In Stock or Pre-Order or Made to order with estimated delivery).
Yes, designs can be customized in size, fabric, color, or material. Contact our support team with your requirements.
We provide special pricing for interior designers, contractors, and bulk orders. Contact us for trade account details.
Once an order has been placed and confirmed, it may not be possible to cancel or modify it, particularly if production or processing has already started. If you need to request a cancellation, please contact our customer service team as soon as possible. Cancellation requests will be reviewed based on the order status and applicable terms and conditions.
Yes. Your payment information is securely processed through our trusted third-party payment service provider using industry-standard security measures and PCI-compliant payment processing. Custom Cosa does not directly store your complete payment card details, helping to keep your payment information secure.
Shipping fees and delivery charges vary depending on the product, order size, and delivery location. The applicable shipping charges will be communicated or displayed during the checkout process before you complete your purchase.
Yes. Custom Cosa offers flexible installment payment options through available payment partners, including Tabby and Tamara, subject to eligibility and availability. The installment options available to you will be displayed at checkout.
Custom Cosa accepts major credit and debit cards, along with other payment options made available through our third-party payment service provider. We also offer Tabby and Tamara installment payment options, subject to eligibility and availability. The payment methods available for your order will be displayed at checkout.
We do not offer international shipping directly. Customers may arrange their own shipping and are responsible for all related costs, customs, duties, taxes, delays, and damages.
In-stock products may be returned within 5 days of delivery if unused and in original condition. Made-to-order or personalized products are generally non-returnable. Report damaged, defective, missing, or incorrect items within 3 days of delivery with photos or videos.
To request a return or report a damaged, defective, missing, or incorrect item, please contact our Customer Support Team with your order number or invoice details and provide clear photographs and/or videos of the product and its packaging. Our team will review your request and, if approved, arrange collection from the original delivery address. All returned products are subject to inspection before a return, replacement, repair, or refund is approved.
Our furniture is crafted using a range of carefully selected materials, including solid wood, engineered wood, natural stone, marble, metal, premium fabrics, and leather, depending on the product. Detailed material and product specifications are provided on the respective product pages. As many of our products use natural and handcrafted materials, variations in color, grain, texture, and veining may occur and are considered part of the product's unique character.
Assembly requirements vary depending on the product. Many of our furniture items are delivered fully assembled, while certain products may require minimal assembly. Please refer to the product description and specifications for details about the assembly requirements of each item.
Delivery times vary depending on the product, availability, customization requirements, and delivery location. Our typical delivery timelines within the UAE are: Ready-to-Ship Products: 3–7 business days Made-to-Order Products: 1–6 weeks, depending on the product and customization requirements The estimated delivery timeframe for each product is displayed on its product page. Please note that delivery timelines are estimates and may vary due to manufacturing schedules, logistics, public holidays, weather conditions, or other unforeseen circumstances.
Delivery services vary depending on the product and location. For selected furniture products, our delivery service may include placement inside your premises and basic assembly or installation, where applicable. Packaging removal may also be provided for eligible deliveries. Any applicable delivery or installation charges will be communicated before delivery.
Once your order has been dispatched, you’ll receive an email with the tracking number. You can track your order at any time through your Custom Cosa account or by using the Track Order option on our website.
Report the damage within 24 hours of delivery and provide your order details, photos/videos of the item, and packaging. We’ll review your claim and may offer a repair, replacement.
For approved returns of eligible products within the UAE, Custom Cosa will generally arrange the collection from the original delivery address. Any applicable return or collection charges will depend on the reason for the return and the circumstances of the case. For damaged, defective, missing, or incorrect items reported within the applicable timeframe, the appropriate resolution will be determined following our inspection and return assessment.
Exchanges may be considered for eligible standard, non-customized products within the applicable return period, subject to product condition, availability, and approval. Custom-made, made-to-order, personalized, bespoke, modified, or specially sourced products are generally not eligible for exchange. Please contact our Customer Support Team with your order details before requesting an exchange.
Care requirements vary depending on the materials and finish of each product. Please follow the care and maintenance instructions provided with your furniture or listed on the product page. As a general guideline, avoid prolonged exposure to direct sunlight, clean spills promptly, use suitable coasters or protective surfaces, and regularly dust with a soft, clean cloth. Avoid harsh chemicals, abrasive cleaners, or improper cleaning methods that may damage the finish or material.
We make every effort to display product colors as accurately as possible. However, colors may appear slightly different due to lighting conditions, photography, and individual screen or device settings. For products with natural materials such as wood, marble, and stone, natural variations in color, grain, texture, and veining may also occur. If you require additional details or material samples, please contact our Customer Support Team before placing your order.
Please carefully review the product dimensions and specifications before placing your order and ensure that the furniture can be safely moved through your building entrances, elevators, staircases, hallways, and doorways. If you are unsure whether a product will fit your space or property, please contact our Customer Support Team before placing your order for assistance. Please note that delivery or return charges may apply if delivery cannot be completed due to insufficient access or incorrect information provided by the customer.
Our Customer Support Team is available to assist you with orders, deliveries, returns, product information, and other enquiries. You can contact us through the Contact Us page on our website or via the contact details provided there. Our team will respond during our regular business hours.
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