Order Lead Time
Majority of our products are made to order from Japan or Thailand. The production lead time by the manufacturer is around 45-60 days upon order confirmation (exclude shipping lead time). The general shipping lead time from Japan or Thailand to Singapore is around 30 days after production. Lead times are production estimates and to be used for reference only and are subject to change without prior notice.
We will be in touch with you to confirm your order details within 3 business days from the date you placed the order on our website.
Once your ordered items arrived Singapore, our customer service team will contact you to arrange delivery or self collection of your order.
Local Delivery Fee
Free delivery for all local orders at S$500 or above.
For orders below S$100, a flat delivery fee of S$20 applies.
For orders between S$100 to S$499, a flat delivery fee of S$40 applies.
Orders will be delivered when all items in the same order arrive at our warehouse. For orders with multiple items, it may arrive at different times depending on the production lead time. As such, should you require your items to be delivered separately to the same or different addresses for a single order, an additional charge of S$40 per delivery will apply.
International Delivery Fee
For international orders, please contact our customer service team at email@example.com for more information on international shipping fees and handling charges.
Self-Collection is available at 100G Pasir Panjang Road, #06-20, Interlocal Centre, Singapore 118523.
Please contact our customer service team at 8387 6322 or by email to firstname.lastname@example.org, should you wish to self-collect and we will make necessary arrangements accordingly.
Assembly of our products is included in all deliveries (excluding Home Accessories products).
For all non-elevator accessible levels (exclude ground level), a staircase fee of S$20 per item per floor level will apply.
For all bulky/oversized items (items with dimension over 2 metre), please contact our customer service team at email@example.com. We will need to review all conditions before deciding to proceed with the delivery. Staircase fee may vary for such orders.
Before placing an order, please make sure you inform our customer service team if your estate has no elevator access. Otherwise, if we need to reschedule your delivery, a rescheduling fee of S$40 will apply.
Please note that it is your responsibility to provide lift measurements to us if required.
Our delivery fee does not include disposal of your existing furniture, this service can be arranged with an additional fee.
Depending on the size and types of furniture, the disposal fees may vary, please contact our team for more information.
We reserve the right to refuse disposal of your furniture at our discretion to ensure the safety of our delivery team.
Upon receipt of the goods, the customer or appointed party are strongly advised to inspect the goods before the delivery team leaves the premises. Should there be any defects discovered at this point must be raised to the delivery team immediately and note it down on the Delivery Note. Please email firstname.lastname@example.org with your order number, a short description of the defects and with photos attachment within 2 business days. Our customer service team will contact you within 3 business days.
Goods that have been accepted cannot be subsequently returned on the basis of defects.
In the event that an exchange cannot be done, HOW Furniture reserves the right to offer a refund or a substitute. All 1:1 exchange will depend on the availability of the goods or the next available shipment.
A change of mind on the colour and product is not acceptable as a reason for exchange or refund. Display sales / clearance sales product purchased on our website or in-store are sold under as-is condition. Unless there is a manufacturing defect observed upon delivery or self-collection, otherwise no exchange, return or refund are allowed.
Warehouse Storage Fees
We provide one month free temporary storage for your order at our warehouse, starting from the date of your purchased items arrived at our warehouse. Should you require additional storage after one month, an additional fee of S$100 per item per month shall be imposed.
Non-deliverance due to customer lapses
All non-deliverance due to customer lapses will be subjected to a re-stocking fee of S$40 for orders below S$500 or 10% of orders above S$500, capped at a maximum of S$160.
Factors that constitute non-deliverance are as follow:
- Customer not present to receive during scheduled delivery window.
- Wrong address was given.
- Unable to access private property or refused entry by property security.
- Unable to fit product into elevator
Rescheduling of Delivery
You may reschedule deliveries 3 business days prior to the delivery date or else a rescheduling fee of S$40 will be charged.
The rescheduling of delivery will be subject to availability.
Under unforeseen circumstances, HOW Furniture reserves the right to re-schedule the delivery with notice provided.
HOW Furniture shall not be liable for any consequences of the delayed delivery.
HOW Furniture reserves the right to make changes to our delivery and shipping policy without prior notice.