Frequently Asked questions

Here we have collected most of the most commonly questions. If you can't find what you are looking for please contact us for further assistance.

Q: Are the lumbar and neck pillows included with the chairs?
A: Yes the two pillows are included with all of our different models.

Q: How do pre-orders work?
A: When you place a pre-order you will reserve the product which means that you will be among the first to receive it as soon as it arrives to our warehouse.

Q: When do you ship your products?
A: Normally, we ship our products within 1 business day from the order date. Exclusions may apply on pre-orders, as well as during busy holiday or trade show dates.

Q: The chair I ordered didn’t fit me that well, is there anything I can do?
A: We have a 14 days return policy which means that you can return the chair to us within 14 days of your purchase and receive a full refund. You can read more about it here.

Q: My chair height adjustment doesn’t work.
A: The gas lift is not functional. If it is within warranty contact our support team here.

Q: How do I enable the rocking function?
A: The rocking function is unlocked by pulling out the lever on the side of the chair on Core Series and by turning the lever on the side of the chair in the “Up” position on Masters Series.

Q: My chair is tilting forward.
A: Please check underneath the chair that the mechanism is facing the correct direction. The arrow on the mechanism should face forward.
– Please check that all the screws are tightly screwed together on the mechanism located underneath the seat.

Q: My chair is tilting to the side.
A: Please tighten the screws on the mechanism located underneath the seat.
– Please check if there are any visible defects on the mechanism.

Q: My wheelbase is spinning around when I’m moving the chair forward.
A: This is a normal behavior, as not all wheels will spin exactly the same and each gas lift has different friction values to allow the wheelbase to spin. If there is more friction in the gas lift the wheelbase will not spin, if it is less friction it will spin.

Q: When I tilt my backrest, it makes a banging sound.
A: Putting force/strain on the backrest before using the tilting handle is causing the banging sound.

Q: I can’t remove the mechanism from the gas lift
A: You will need one hammer / mallet and two towels.

Example One – If the wheelbase is still attached to the gas lift:
Place a towel on the table, and one underneath the table. Place two of the wheelbase’s legs on the table and hold one of the legs while tapping with a hammer on the mechanism close to the gas lift. When it falls it will land on the towel and will not damage the floor.

Example Two– If the wheelbase is still attached to the gas lift:
Place two towels on two chairs, and one between the two chairs. Place the wheelbase between the two chairs and start tapping on the mechanism close to the gas lift with a hammer. You may hold the mechanism as you can prevent the fall of the mechanism this way.

Example Three– If only the gas lift is attached to the seat mechanism:
Place a towel on the floor. Hold the gas lift with one hand and use a hammer and tap on the mechanism close to the gas lift. When it falls it will land on the towel and will not damage the floor.

 

Q: I can’t remove the gas lift from the wheelbase.
A: You will need one hammer / mallet and two towels.

Example One – If the wheelbase is still attached to the gas lift:
Place a towel on the table and one underneath the table. Place two of the wheelbase legs on the table and hold on one. Tap on the gas lift with the hammer until the gas lift drops down to the towel on the floor.

 

Q: How do I clean my PU leather chair?
A: Cleaning Pu leather is quite easy. Most stains are removed with water and a microfiber cloth.

  • Rubbing alcohol can remove ink stains easily from the PU leather.
  • All-purpose spray will remove liquids from the PU leather.
  • PVC moisturizers, reconditions and polishes PU leather and keeps them from cracking and peeling. This can extend the lifetime of your chair.

Q: How do I clean my fabric chair?
A: The fabric is 100% polyester and it is marked with the laundry symbol W which is wet cleaning.

  • You can use water-based detergent with a steam vacuum or a dry cleaning detergent.
  • It is important that you use a mild detergent and that you don’t get the fabric too wet.

Q: I received a small plastic part with my pillows, what is it?
A: That part can be used to attach the neck pillow like you can see in the picture below. If you attach it like this it will lower the pillow a bit which is good if you are a bit shorter.

Attach neck pillow

 

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