DELIVERY & RETURNS
DELIVERY
Most of our pieces are handmade to order, lead times can be found on the product pages. Once your order is ready for delivery, our deliver partner will be in touch to arrange a convenient date. We offer a white glove delivery service, with delivery rates dependent on where you live.
To ensure a smooth delivery:
It is your responsibility to ensure your items will fit through any access points such as doorways, stairways, hallways, and lifts. We offer a handy Will it Fit guide to help you measure your access points. Should you have any concerns, please get in touch with us.
Additional charges:
We can deliver to high-rise properties with elevator access under our standard delivery charges. Where there is no suitable elevator available or your item will not fit in the elevator, there will be a stair charge of HKD$100 per floor for products below 130kg and HKD$200 per floor for products over 130kg. We can only deliver up to the eighth floor via stairs.
If your address has restricted access (e.g. parking or road restrictions) additional charges may apply. If placing your order online, an ambassador will be in touch within 3 days to advise any additional fees, or please contact us prior to placing your order.
What to expect on the day:
On the day of delivery, you'll receive a call from our team when they are one hour away. We'll carefully unpack and inspect each item, place it in a room of your choice, and assemble it for you. We will also ensure all packing materials are removed and recycled where possible. We are unable to install mirrors, artwork, or any electrical items including lighting.
For further info:
Our FAQs should answer any delivery questions you may have, or refer to the delivery section in our Terms & Conditions. You can also get in touch with us at [email protected] or by Live Chat.
STANDARD DELIVERY RATES - HONG KONG
Hong Kong Island:
Accessories under 5kg (e.g. cushion) - free
Small size deliveries (e.g. dining chair) - HK$300
Medium size deliveries (e.g. sectional sofa) - HK$750
Large size deliveries (e.g. 4 seater sofa) - HK$1800
Kowloon:
Accessories under 5kg (e.g. cushion) - free
Small size deliveries (e.g. dining chair) - HK$400
Medium size deliveries (e.g. sectional sofa) - HK$1000
Large size deliveries (e.g. 4 seater sofa) - HK$2150
New Territories:
Accessories under 5kg (e.g. cushion) - free
Small size deliveries (e.g. dining chair) - HK$500
Medium size deliveries (e.g. sectional sofa) - HK$1250
Large size deliveries (e.g. 4 seater sofa) - HK$2500
Outlying Islands:
We are unable to process online orders for delivery to outlying islands. Please contact our Horizon Plaza gallery and our ambassadors will check if delivery is possible for your location.
OWNERS' CLUB MEMBERS
Owners' Club members receive free delivery on orders over HK$40,000 to Hong Kong Island, Kowloon, and New Territories (for Outlying Islands please contact our Horizon Plaza gallery). An additional stair charge will be incurred if elevator access is not possible - please refer to our Additional charges section above. For orders under HK$40,000, Standard delivery rates apply.
RETURNS
We take enormous pride in the quality of our handcraftsmanship and authenticity of our materials, and we hope you are delighted with your purchase. Should you wish to return your item, you must inform us within 14 days of delivery by contacting the gallery you purchased from, or by emailing [email protected] if your purchase was made online. You will be responsible for the cost to return the item to us, and all made-to-order items carry a 20% restocking fee. If you are returning your item due to a fault, you must inform us within 5 days of delivery.
Any items made to order (not marked as 'In-Stock') are not eligible for returns. For more information on our Returns policy please see section 4.10 of our Terms & Conditions.