Frequently Asked Question
Do you have an exchange period?
Your space should feel perfect, so we offer a 15-day Exchange policy (from the date of purchase) on all your purchases. To ensure a successful exchange, please make sure return the product in as-new condition together with the original receipt.
Do you have repackaging and restocking fees?
Once the product is delivered to you, repackaging and/or restocking fees may apply for each product exchange. We’re here to help and make it easy. Please contact us and see what we can do for you.
Can I request for a refund?
In the unlikely event that the product you purchased is out of stock or it arrives to you in less than perfect condition, and we can’t fix or find a suitable replacement, you may initiate a return and refund (it may take up to15 business days). Currently, we are unable to process a refund for a (change of mind). We’re here to help. Please contact us and see what we can do for you.
Do you have warranty?
To help us assess the issue, please send photographs and/or videos of the product from various angles and distances. Our manufacturer’s warranty covers defects in materials and manufacturing, up to 10years depending on the product and parts. If you experience warranty issues with our product, please let our team knowand we will organize replacement parts, repair, and in necessary cases, a complete replacement. Please note that our warranties are non-transferable and cannot be extended to re-sold items. Warranties are only valid when products are used for their intended purpose and under normal use. Defects or damage resulting from negligence, misuse, accidents, abnormal use, modifications, commercial purposes, will not be covered by our warranty.
Do you deliver to remote provinces?
Our Standard Service Area is within NCR and other nearby provinces in Luzon. Please click the link to see our Standard delivery areas and rates. We strive to offer competitive delivery options for everyone. However, some areas are significantly more expensive to reach. We typically use a third-party delivery partner to reach farther areas or other island provinces. To check the shipping cost to your address (outside our Standard Service Area), please contact our customer service team.
I am not sure if the furniture can fit.
We recommend measuring your space to see if a product is the right fit for your space. Please account for the following factors as well: door width, obstructions behind the door, stairways, elevators, service entrance. Additional delivery charges may apply for any unsuccessful deliveries caused by measurement problems.
Can I schedule my delivery in advance?
You’ll have the opportunity to schedule a delivery appointment with us. But we are not able to guarantee exact delivery time, but an estimated delivery time window will be provided. If your delivery area is beyond our Standard Service Area, then we can’t guarantee exact delivery dates. However, we do provide delivery estimates based on the delivery partners we will be using.
Are there any permits that I need to secure beforehand?
If your place of delivery has any special restrictions, time access, permits, or fees; please indicate any special accommodations that needs to be made. All other fees required to enter your building, village, or place of address are not included in our standard charges. You may pay for them directly or we can add it on top of our standard delivery charges. Since we strive to provide on-time service to all our customers, our delivery team cannot process delivery permits. Places that needs special permits must be accomplished ahead of time before our delivery team arrives. Otherwise, additional delivery charges may apply for any cancelled / rescheduled deliveries.
Can you help in installing lights?
All lighting products installation may require additional preparation on your part. Please make sure that all electrical wires and outlets are ready (all the way to exact installation location) and functional prior to the arrival of our delivery team. Our team does not provide electrical works for safety reasons. Any installations which requires scaffolding must be provided and completely assembled in advance. If any of the above are not provided and ready prior to our team’s arrival, they will reschedule the installation and additional charges may apply.
What if I refuse to receive the delivery?
Please let us know if your product arrives in less than good condition and provide photos or videos so we can review and resolve the issue. We’ll be happy to process a replacement or an exchange for another item. In this case, we won’t charge additional delivery fees. Otherwise, all refused deliveries will be processed with additional delivery fees for each succeeding attempt at delivery to your place.
What if I wanted to cancel my order?
If you’d like to cancel your delivery, contact us (office hours only) to request a cancellation at least (24hours) prior to your delivery date. If your order has not been dispatched and shipped, there will be no additional charges. However, once your order has been loaded or in-transit, additional charges may apply.
