Delivery FAQ

1) Do I need to arrange building management approval before delivery?

Yes.
For condominiums, apartments, or guarded premises, customers are required to arrange management approval before the delivery date, including (if applicable):

• Delivery permit / booking
• Lift booking and padding/protection
• Security clearance
• Loading bay access

If approval is not ready, delivery may be delayed, rescheduled, or considered a failed delivery.

2) What if my unit is still under renovation or construction?

Please inform us at the point of purchase.
You may choose to:

• Leave items fully boxed, or
• Unbox and place items (customer accepts higher risk due to ongoing work)

For safety and damage prevention, boxed delivery is recommended during renovation.

3) Can I deliver to multiple units under the same address?

Yes, but all unit details must be clearly declared (block, level, unit number) before delivery.
Undeclared or incorrect unit information may cause delays or rescheduling.

4) Do you provide disposal service?

Yes, disposal service is available based on our disposal policy:

• Same-item replacement disposal (e.g. old dining table for new dining table) is chargeable.
• Any additional or different items must be declared in advance and may incur extra charges.

5) What access conditions should I inform you about?

Please inform us in advance if any of the following applies:

• Walk-up apartment (no lift)
• Narrow staircase or tight corridor
• Loading bay far from unit / long pushing distance
• Lift frequently congested or restricted delivery hours

These conditions may affect delivery time and manpower planning.

6) How do I know if my furniture will fit the lift or door?

Customers are responsible to ensure that:

• Lift size is sufficient, especially for long or bulky items (e.g. items above 9ft), and
• Main entrance door opening is adequate

Older apartments commonly face lift or door size limitations. If items cannot fit, delivery may need to be rescheduled or alternative arrangements made.

7) What about heavy or bulky items?

Certain items (e.g. large sofas or marble table tops) may require:

• Clear placement instructions, and
• Additional manpower depending on access and distance

Extra manpower or special handling may result in additional charges if not declared earlier.

8) Does someone need to be present during delivery?

Yes.
The customer or an appointed person-in-charge (PIC) must be present during delivery.
A valid PIC name and contact number must be provided.

9) What happens if I’m not at home or cannot be contacted?

If the customer or PIC is not present or unreachable, delivery may be delayed, rescheduled, or considered a failed delivery, with applicable charges.

10) Will there be waiting or rescheduling charges?

Waiting time or rescheduling charges may apply if delays are caused by:

• Lack of management approval
• Lift not available or fully occupied
• Access restrictions not declared earlier
• Customer or PIC not present

11) Do we provide installation services for wardrobes and bedframes?
Yes.
For our Wardrobe Collection and Hirado, Yume & Mola bedframe series, installation will be carried out by our appointed contractor within one (1) week after delivery.
Free installation is applicable for Zone 1 only, which covers:
• Kuala Lumpur
• Selangor (excluding Hulu Selangor, Kuala Selangor & Sabak Bernam)
For locations outside Zone 1, installation services may be available at additional cost, subject to location and scheduling.