Good after-sales sofa support means you’re not left on your own once the delivery van pulls away. If something isn’t right with your sofa, there should be a clear way to report it, understand what’s covered and get help.
At Zorora Sofas, we believe buying the sofa is only one part of the experience. What happens once it reaches your home matters too.
What should you check when your sofa is delivered?
Inspect your sofa before signing the delivery note. This gives you the opportunity to spot any visible damage while the delivery team is still there and make sure it’s recorded immediately.
Our delivery partners are required to unwrap the furniture on site so it can be checked. Take a few minutes to look at the upholstery, corners, legs and overall condition of your sofa.
If you notice visible transit damage, make sure it’s noted on the Proof of Delivery and documented before you sign. Zorora asks customers to report transit damage within 72 hours.
It may feel like an extra step when you’re excited to see your new sofa in the lounge, but it can make resolving a delivery issue much simpler.
What happens if you find a manufacturing problem?
If you notice what appears to be a manufacturing defect, contact us rather than trying to repair it yourself.
Zorora asks customers to report manufacturing defects within 30 days of delivery and include photographs of the issue. Depending on the problem, the affected component can be assessed for repair or replacement in line with our warranty and returns policies.
Photos are particularly useful. A clear wide shot of the sofa plus close-up images of the area you’re concerned about can help the team understand the issue before deciding on the next step.
What warranty does a Zorora sofa come with?
Our standard soft-seating warranty covers the parts of a sofa where manufacturing quality matters most.
Zorora sofas currently include:
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10-year frame warranty
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2-year stitching warranty
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2-year foam warranty
The warranty provides for the repair or replacement of faulty components covered by the policy. Fabric isn't covered for normal wear and tear, as its condition can be affected by how the sofa is used and cared for in the home.
Certain products may have additional product-specific warranty terms, so it’s always worth checking the individual product page as well.
Is normal wear and tear the same as a fault?
No. A manufacturing fault and normal wear from living on a sofa aren't necessarily the same thing.
Soft furnishings naturally change with use. Cushions settle, fabrics experience friction and the way a sofa is used every day affects how it ages.
For example, fabric pilling isn't automatically considered a manufacturing defect under our warranty. Understanding the difference helps us assess genuine faults fairly while also giving customers realistic expectations about owning upholstered furniture.
How do you contact Zorora after your purchase?
If you need assistance with your order or sofa after delivery, you can start by chatting to Zara, our WhatsApp shopping assistant, for quick help with common questions about your order, delivery, care and general product information.
For order-specific issues, warranty queries or anything that needs to be reviewed by our team, contact us at shop@zororasofas.co.za with your order details and a clear explanation of what you need help with. Photos are helpful if your query relates to the condition of your sofa.
The sooner we understand the issue, the easier it is for us to work out the appropriate next step.
You can also read our full warranty terms before or after purchasing.
After-sales support FAQs
What should I do if my sofa arrives damaged?
Inspect it before signing the Proof of Delivery. Record any visible damage on the document, take photographs and notify Zorora as soon as possible.
Are Zorora sofa fabrics covered by warranty?
The standard warranty doesn't cover fabric wear and tear. Usage, friction and conditions within the home can all affect upholstery over time.
What information should I send when reporting a problem?
Include your order details, a description of the issue and clear photographs. Providing enough information upfront can make it easier for the team to assess what has happened and advise on the next step.
Zorora - Furniture made for living
