DELIVERY MADE SIMPLE
DELIVERY FAQ
Find answers to our most frequently asked questions about delivery, installation and access requirements to endure a smooth and hassle-free experience.
Building & Access
Delivery Preparation
Furniture Fit
Presence & Rescheduling
Installation
COMMON QUESTIONS
Frequently Asked Questions
Here are the most common questions about our delivery service.
If you need further assistance, feel free to contact our team.
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.
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.
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.
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.
BEFORE OUR TEAM ARRIVES
Prepare for a Smooth Delivery
Obtain building management approval (if required)
Ensure access is clear and ready for our team
Check that your furniture can fit through lifts, doorway and hallways
Have a responsible adult present on delivery day
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.
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.
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.
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.
If the customer or PIC is not present or unreachable, delivery may be delayed, rescheduled, or considered a failed delivery, with applicable charges.
AVOID DELIVERY DELAYS
Key Things to Take Note
Management & lift booking
Access restrictions
PIC availability
Waiting / 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
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.
STILL HAVE QUESTIONS?
Contact Our Team
Need help with your delivery arrangements, access requirements or installation?
Our team is here to assist.
