FAQ
Short answers to the questions we get most about Kosagu furniture, orders and delivery. If yours isn’t here, email help@kosagu.com.
The wood
Is it really solid wood?
Yes. Our pieces are made of Solid Wood, not particleboard or MDF with a wood-pattern film on top. Dimensions, finish and other details for each item are on its product page.
Why does my piece look a little different from the photo?
Every board has its own grain, knots and tone, and screens show color differently. Your piece will have the same design, size and finish as the listing, with grain that is unique to it.
Will the wood move or crack?
Solid wood takes in and gives off moisture with the seasons, so it expands and contracts slightly. That is normal. Keeping it away from heaters and long direct sun, and avoiding sudden humidity swings, helps it stay stable.
How do I clean it?
A soft dry cloth for dust, a barely damp cloth for marks, then dry it off. Skip harsh sprays and silicone polish. More tips are on our Warranty page.
Ordering
Why does it take time before my order ships?
Nothing is pre-made. The workshop builds your piece after you order, which takes 7–10 business days, including time for the finish to dry.
Can I choose a size or finish that isn’t listed?
The options on each product page are the ones we can build reliably. For anything else, email us before ordering and we will tell you honestly whether it can be done. See Customization.
Which payment methods do you take?
Visa, Mastercard, American Express, Discover, Apple Pay and Google Pay, all processed by Stripe.
Can I cancel?
Yes. It is free during the 24-hour window after you order. After that, and until the piece ships, a 15% cancellation fee applies. Once it has shipped, use the return process instead.
Shipping
How much is shipping?
US shipping is free on every order. International shipping is available; cost and delivery time vary by destination.
When will it arrive?
After the 7–10 business days of production, transit takes about 5 business days, so plan on roughly 5 business days in total for a US address.
How do I track it?
We email a tracking number when the carrier collects the parcel. You can also use our Track Order page.
Assembly and mounting
Do I need to assemble anything?
It depends on the item. Large pieces may ship with legs or shelves detached so they travel safely. The product page tells you what to expect, and any assembly notes come in the box.
How do I hang a wall shelf or wall panel?
Use screws and anchors that suit your wall (drywall, brick or concrete) and, for shelves, fix into studs where possible. Use a level, and keep within any load limit on the product page. If you aren’t sure about your wall, a handyperson can help.
Returns and problems
Can I return a piece?
Yes, within 30 days of delivery, in unused condition. Change-of-mind returns have a 15% restocking fee. Details are in our Return and Refund Policy.
My order arrived damaged. What now?
Email us within 7 days of delivery with photos of the piece and the box. We’ll arrange a replacement, and you won’t pay a restocking fee.
Is there a warranty?
Yes, 1 year from delivery, covering defects in materials and workmanship.
Contact
Support hours: Monday – Friday, 9:00 AM – 5:00 PM (GMT+7).
- help@kosagu.com
- Support hours
- Monday – Friday, 9:00 AM – 5:00 PM (GMT+7)