Frequently Asked Questions

Can I customize the furniture before placing an order?
Before placing an order you can select the upholstery for your furniture from our range of leather and fabric swatches. For certain pieces you can also select the style of your front arm profile. Apart from that, the size, form or design as well as the colour of the polish.
Is there somewhere I can go to view the products prior to purchasing?
Yes, we would love to have you visit our experience center in Mumbai where we keep 2 or 3 StillWater products on display. These will give you an insight into the quality of the craftsmanship and the comfort of the seat.
Trafford House,
6 Ghanshyam Talwatkar Marg,
Opposite Cathedral Middle School,
Fort,
Mumbai - 400001
If you would like to know which designs are currently on display please call us on +91 97690 10218 or write to us at info@stillwaterfurniture.in.
I need personal assistance with my order, who can I contact?
We are always happy to offer personal assistance to our customers. Feel free to call us on +91 9820290818 or write to us at info@stillwaterfurniture.in with any questions you may have.
Do you offer a wider range of furniture?
At StillWater we have a limited range of seating which is displayed on the website. However our sister-concern Colonial Collections specializes in custom-design furniture and offers an extensive range of products.

You can get in touch with the Colonial Collections team on +91 22 22090129 or write to them at colonialcollections.india@gmail.com
Do your prices include taxes?
Yes, our prices include all applicable taxes and shipping charges for the following 20 destinations:

Ahmedabad
Alibaug
Bengaluru
Chennai
Goa
Gurgaon
Hyderabad
Jaipur
Jodhpur
Karjat
Lonavala
Mumbai 
Nasik
New Delhi
Pune
Surat
Thane 
Udaipur
Vadodara
Vashi
What materials do you use in your products?
Selected kiln dried and treated timber of the rubberwood tree is what "frames" our furniture. These frames are constructed using mortise and tenon joinery. We also use tempered metal springs that are securely fastened on the wooden frame, tied with twine and covered with a layer of burlap to create a comfortable and resilient seat. The cushioning is made from environmentally friendly, mite-free latex with a poly fibre batting. The designs come in a range of leather and fabric upholstery.

You can read more about our approach and materials at The StillWater Way.
Do you offer a warranty on your products?
>Since we endeavor to produce high quality, durable furniture we like to believe that a warranty is not required. However, in the event that your furniture may require some attention, please do call us on +91 9820290818 or write to us at info@stillwaterfurniture.in to inquire about repairs or refurbishment. Such repairs or refurbishment may be chargeable based on the nature and cause of the damage.
How long does StillWater furniture last?
StillWater furniture is an investment that is built to last for generations.
Do I need to assemble the furniture by myself?
No, our Destination Service Team will undertake any required assembly. This is subject to normal access to the delivery address, which means that the length, breadth, and height of the stairway, elevator, and entryway of your home should be a minimum of 12 inches larger than the packed size of the product. The packed size of the product is mentioned on the product description page.

For Mumbai, Lonavala, Karjat, Pune, Alibaug, Nasik and Goa our Destination Service Team will arrive at the time of delivery.

For Ahmedabad, Vadodara, Surat, Hyderabad, Bengaluru, Chennai, Jaipur, Jodhpur, Udaipur, New Delhi and Gurgaon our Destination Service Team will arrive within 24 hours of delivery of your order to unpack, place and assemble the furniture.

If you don’t have normal access to your delivery address please call us on +91 9820290818 or write to us at info@stillwaterfurniture.in so we can assist you.
What should I do if a transaction fails?
If your transaction has failed but your bank has not charged you, you can repeat the transaction. If it continues to fail please call us on +91 9820290818 or write to us at info@stillwaterfurniture.in

If your transaction has failed but your bank has charged you, please call us on +91 9820290818 or write to us at info@stillwaterfurniture.in to resolve the issue.
Can I cancel an order?
Once an order is placed and processed you cannot cancel it. However, if you experience an unforeseen circumstance please get in touch with us within 72 hours and we will try our best to assist you.
Can I change the upholstery I have selected after placing my order?
To request a change of the upholstery you have selected when placing your order please call us on +91 9820290818 or write to us at info@stillwaterfurniture.in within 72 hours. You will need to quote your StillWater order number.

If you have selected leather upholstery you can switch it with another leather option of the same category. Similarly if you have selected fabric upholstery you can switch it with another fabric option. You cannot switch between leather and fabric OR between leather of different categories.
What payment methods do you accept?
We currently accept the following payment methods:
  • Credit cards (Visa & Master Card)
  • Debit cards (Visa & Master Card)
  • Internet banking from 27 selected banks
  • Citrus prepaid cards
  • PNB ATM Cards
If you have any trouble with the above payment methods please call us on +91 9820290818  or write to us at info@stillwaterfurniture.in so we can assist you.
Which cities and locations do you ship to?
We provide free shipping to 20 cities listed below. If your city is not included in our list you can inquire about customized shipping rates to your location by clicking here OR calling us on +91 9820290818 OR writing to us at info@stillwaterfurniture.in .

Ahmedabad
Alibaug
Bengaluru
Chennai
Goa
Gurgaon
Hyderabad
Jaipur
Jodhpur
Karjat
Lonavala
Mumbai
Nasik
New Delhi
Pune
Surat
Thane
Udaipur
Vadodara
Vashi
What is the cost of shipping to my location?
We provide free shipping to 20 cities listed below. If your city is not included in our list you can inquire about customized shipping rates to your location by clicking here OR calling us on +91 9820290818  OR writing to us at info@stillwaterfurniture.in .

Ahmedabad
Alibaug
Bengaluru
Chennai
Goa
Gurgaon
Hyderabad
Jaipur
Jodhpur
Karjat
Lonavala
Mumbai
Nasik
New Delhi
Pune
Surat
Thane
Udaipur
Vadodara
Vashi
How long will you take to ship my furniture?
We estimate a shipping time of between 6 to 8 weeks. An exact shipping date will be shared with you when we are ready for dispatch.
Do you ship overseas?
Yes, we can arrange for overseas shipping. You can inquire about shipping rates to your location by clicking here OR calling us on +91 9820290818 OR writing to us at info@stillwaterfurniture.in .
How do you pack the pieces?
For Mumbai, Lonavala, Karjat, Pune, Alibaug and Nasik each product will be packed in burlap-cushioned blankets secured with Marine Line.

For Goa, Ahmedabad, Vadodara, Surat, Hyderabad, Bengaluru, Chennai, Jaipur, Jodhpur, Udaipur, New Delhi and Gurgaon products will be wrapped in cloth, polythene, packed in 7 ply hardboard lined with 1 inch Hitlon on all sides.
How can I track my order?
You can click on the Track Your Order button at the bottom of every page and enter your order number to view the status of your order.
Will I receive all the items of my order at the same time?
Yes, all items with the same order number will be delivered at the same time.
What features does your shipping service include?
For all locations we will deliver your products to your delivery address, place them once at the desired location, unpack them and assemble them for you. This service is subject to normal access, which means that the length, breadth, and height of the stairway, elevator, and entryway of your home should be a minimum of 12 inches larger than the packed size of the product. The packed size of the product is mentioned on the product description page. The customer is responsible for ensuring that there is normal access to the delivery address.

For Mumbai, Lonavala, Karjat, Pune, Alibaug, Nasik and Goa the delivery is a one step service. Our Destination Service Team will deliver the product to your doorstep, unpack it, assemble it and place it once at the desired location. They will also clear all the packing debris from your home.

For Ahmedabad, Vadodara, Surat, Hyderabad, Bengaluru, Chennai, Jaipur, Jodhpur, Udaipur, New Delhi and Gurgaon it is a two-step service. First, our Delivery Team will deliver the product to your doorstep, obtain your sign off and leave. They are not authorized or equipped to open the package. Second, our Destination Service Team will report within 24 hours of delivery to unpack and place the product once at the desired location. They will also clear all the packing debris from your home.

Please do not attempt to open the package on your own.

If your delivery address does not have normal access, please call us on +91 9820290818 or write to us at info@stillwaterfurniture.in so we can assist you. Please note that in this case the shipping charges may vary from what is displayed at the time of checkout.
Will the package be delivered to my floor?
Yes, as long as your delivery address has normal access. It is the customer’s responsibility to ensure that there is normal access to their delivery address. Normal access means that the length, breadth, and height of the stairway, elevator, and entryway of your home should be a minimum of 12 inches larger than the packed size of the product. The packed size of the product is mentioned on the product description page.

If your delivery address does not have normal access, please call us on +91 9820290818 or write to us at info@stillwaterfurniture.in so we can assist you. Please note that in this case the shipping charges may vary from what is displayed at the time of checkout.
Will the package fit through my stairs and doorway?
Most of our products are designed to fit through regular stairwells and service lifts as long as there is normal access. It is the customer’s responsibility to ensure that there is normal access to their delivery address. Normal access means that the length, breadth, and height of the stairway, elevator, and entryway of your home should be a minimum of 12 inches larger than the packed size of the product. The packed size of the product is mentioned on the product description page.

If your delivery address does not have normal access, please call us on +91 9820290818 or write to us at info@stillwaterfurniture.in so we can assist you. Please note that in this case the shipping charges may vary from what is displayed at the time of checkout.
What if I am not home when my package arrives?
An exact shipping date will be shared with you when we are ready for dispatch. Somebody will need to be at the delivery address to receive the order. In case no one is available that day please inform us 48 hours before the date of delivery and we can re-schedule.

Please note that the person who receives the order will be responsible for checking and confirming that the items have been delivered in good condition.
What should I check when the product is delivered to me?
Before signing for your delivery please check the packaging. If you observe any visible damage to the packaging please make a note on the Airway Bill that the package has been received in a damaged condition. Please take a picture of the damaged package.

Once the product is unpacked check that your product is as per your order and that it does not bear any physical damage. There should be no tears in the upholstery cover. If you have purchased a leather sofa or armchair please remember that all leather hides intrinsically possess characteristics such as scars, lines that look like creases (these will relax with use), and shade variations. These natural imperfections should not be mistaken for defects or damage and have no bearing on the quality, durability or comfort of the leather.

In the event that you have received an incorrect or damaged product immediately call us on +91 9820290818 while our delivery personnel are still at your delivery address. In the event that a manufacturing defect is identified post accepting delivery, please send a picture and description of the defect to info@stillwaterfurniture.in within 7 days of receiving the product.
Can I return the products once they have been delivered?
All orders are final except in the following cases:
  • If you have received incorrect pieces
  • If your order has been damaged during shipping
  • If your order contains a manufacturing defect

In the first two cases immediately call us on +91 9820290818 while our delivery personnel are still at your delivery address. In the third case, please send a picture and description of the defect to info@stillwaterfurniture.in within 7 days of receiving the product. Once we confirm the details of the incorrect, damaged or defective shipment, we can offer you a replacement or a refund.
What if I receive an incorrect, damaged or defective product?
In the event that you have received an incorrect or damaged product immediately call us on +91 9820290818 while our delivery personnel are still at your delivery address. In the event that a manufacturing defect is identified post accepting delivery, please send a picture and description of the defect to info@stillwaterfurniture.in within 7 days of receiving the product. Once we confirm the details of the incorrect, damaged or defective shipment, we can offer you a replacement or a refund.