FAQ
Here are the questions customers usually want answered before bringing a large furniture piece into the home. If anything feels uncertain — sizing, access, delivery, assembly, or materials — please contact us before placing your order.
Orders
How will I know my order has been received?
After checkout, you should receive an order confirmation by email. Please review the product name, variant, delivery address, phone number, and email address carefully. If anything is incorrect, contact us as soon as possible so we can review whether a change can still be made.
Can I change or cancel an order?
Furniture orders may move through sourcing, supplier confirmation, packing, and handover stages. If you need to change or cancel an order, contact us immediately with your order number. We will confirm whether the order is still editable or cancellable before it has been processed by the supplier or delivery partner.
Can I request extra product details before buying?
Yes. If a product page does not show a detail you need — such as an exact dimension, close-up finish, assembly note, or package size — please ask before ordering. We would rather slow the process down than have a piece arrive that does not suit your room.
Delivery & access
How should I check whether a furniture piece will fit?
Measure the intended room as well as the full delivery path: doorways, hallways, stairwells, lift doors, corners, and any tight turns. Compare these measurements with the product dimensions and packaging information where available. For large sofas, dining tables, and lounge chairs, leave extra clearance for manoeuvring.
What if my building has delivery rules?
Please check lift booking rules, loading bay access, security requirements, parking restrictions, delivery time limits, and lift padding requirements before confirming delivery. If your building requires advance approval, please arrange it early and let us know about any restrictions.
Do you provide assembly?
Assembly availability depends on the product and service area. Where assembly information is confirmed by the supplier or delivery partner, we will include it on the product page or order communication. Some pieces may arrive fully assembled, while others may require simple self-assembly.
Products
Will colours and textures look exactly like the photos?
We aim to present finishes as clearly as possible, but fabric, wood, stone, rattan, and metal can look different under warm light, cool light, daylight, and different screens. Natural materials may also show grain, tone, or texture variation.
Are dimensions exact?
We publish supplier-confirmed dimensions where available. Small measurement tolerances may occur, especially for upholstered, handmade, or natural-material items. If a few centimetres will affect fit, please contact us before purchase.
How should I care for my furniture?
Care varies by material. As a general habit, keep furniture away from prolonged direct sun, avoid harsh chemicals, clean spills promptly, and use coasters or placemats on timber and stone surfaces. Product-specific care notes will be shown when confirmed.
Returns, exchanges & refunds
Can I return a furniture item?
Return eligibility depends on the item, condition, packaging, supplier rules, and delivery stage. Please read our Returns & Exchanges page before ordering, especially for bulky furniture.
What should I do if something arrives damaged?
Inspect your order on arrival. If you notice damage, missing parts, or the wrong item, take clear photos of the product, packaging, shipping label, and issue, then contact us promptly with your order number. Please keep all packaging until the case is resolved.
How long do refunds take?
Approved refunds are processed after the return, cancellation, or claim has been reviewed. Your bank or payment provider may need additional time to post the funds back to your account.