Frequently Asked Questions

If you purchased on Walmart please email: walmart@z-homliving.com
If you purchased on Amazon or z-homliving.com please email: service@z-homliving.com

Pre order questions

Q: How can I pay for my order?
A: We accept PayPal, MasterCard, Visa and major credit cards. If your payment does not go through or you are unsure if it was successful, please contact us right away at the email address for the store where you purchased the item.

Q: How do I join the Z HOM influencer and affiliate program?
A: We would love to work with creators. To apply, email collaborate@z-homliving.com with the subject line Influencer and Affiliate Program. Include your social handles, audience size, and a short note about the type of partnership you have in mind.

Q: Can I change my order after placing it?
A: Orders enter our production queue automatically and are not guaranteed to be editable. Sometimes small changes can be made if the order has not progressed, but this depends on timing. If you need a change, contact the correct support email immediately with the subject line Urgent Order and your order number, and we will do our best to help.

Shipping and delivery

Q: How long will it take to receive my order?
A: Typical delivery time is 2 to 5 business days, depending on the item and your location. During peak shopping seasons deliveries may take longer.

Q: Can I choose a specific delivery date?
A: For addresses in Germany we will call to confirm the shipping date and address before dispatch. For other locations, specific delivery dates cannot be guaranteed at checkout.

Q: What should I do if my order is lost?
A: If you believe your order is lost, email the support address for the store where you bought the item right away. We will open an investigation with the carrier and, if needed, arrange a replacement while we resolve the issue.

Returns and guarantee

Q: How do I return an item?
A: If you need to return furniture purchased from us within 90 days of receipt, email the appropriate support address. We will guide you through the return process and provide return labels or arrange pickup when applicable.

Q: Are there any return limitations?
A: Returns are not accepted for items that have been scratched, stained, soiled, modified, or otherwise damaged by the customer. Normal wear and tear and cosmetic changes from expected use are treated differently than damage from misuse, and may affect eligibility. Refunds are issued after we receive and inspect the returned item.

How to submit a claim or request support

When you contact us for a return, warranty claim, lost order, or urgent order change, please include:

  1. Your order number and purchase date

  2. Product name or model

  3. Clear photos showing the issue or damage

  4. A brief description of the problem

  5. Your full name and the shipping address used for the order

Send this information to the support address that matches where you bought the item:

We will respond with next steps, which may include requesting more photos, arranging repair or replacement parts, scheduling a pickup, or issuing a refund when appropriate.