Frequently Asked Questions

Can I customize the furniture before placing an order?
Before placing an order you can customize the furniture by only selecting the LEATHER and FABRIC Upholstery that you would like to have from our range of leather and fabric options. Additionally, for a few designs, you can select the front arm profile from the options provided. However, the form and dimensions cannot be customized.
Is there somewhere I can go to view the products prior to purchasing?
Yes, prior to purchasing our furniture we would be happy for you to visit our experience centre in Mumbai where we have some pieces from our furniture range on display. This will provide you with an opportunity to review the quality and craftsmanship of the furniture.
Find our address, contact number and a quick enquiry form at Contact Us.
I need personal assistance with my order, who can I contact?
For any personal assistance with your furniture order, you could call us on +91 9820290818 and we will be very happy to answer any queries that you may have.
Do your prices include taxes?
Our quoted prices on the website include all applicable taxes.
What are the materials that you use for manufacturing the furniture?
A Sofa primarily comprises of a wooden frame, suspension, cushioning and the drape. For framing, we use selected kiln dried timber mainly of the rubberwood tree and traditional mortise and tenon joinery. A combination of tempered metal coil and zigzag springs are used for the suspension to provide resilience and durability. For the cushioning natural latex rubber is used as the primary material for the seating which provides an unmatched comfort. Finally, the drape is either a Premium Italian Leather or cotton fabric. For further information please visit ‘The StillWater Way'.
Do you offer a warranty on your products?
Yes, our furniture comes with a one year warranty against any manufacturing defects.
Do I need to assemble the furniture by myself?
There is no furniture that needs to be assembled by you. Our Destination Service team will undertake any assembly if required.
Do I have to pay packing and delivery charges?
Our prices include packing and delivery to all Major cities within India.
What should I do if a transaction fails?
If your transaction has failed and 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

What if my transaction has failed and the bank has charged me?
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 that has been 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 to another leather option in the same leather range. 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 qualities.
What payment methods do you accept?
We currently accept online payments by Credit and Debit Cards ( Visa and Mastercard ) and internet banking from 25 Banks that are enabled by our payment gateway Citrus Pay. Additionally, we accept payment by cheques at our experience centre.
Can I return the products once they have been delivered?
Normally all orders are final except in the following cases: If you have received incorrect pieces or if your order has been damaged during shipping or if your order contains a manufacturing defect. In the first two cases immediately call us on +91 9820290818 while our Installation Service Team 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?
If an incorrect, damaged or defective piece of furniture is received it will be replaced free of cost. In the event that you have received an incorrect, damaged or defective product immediately call us on +91 9820290818 while our Installation Service Team 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.