Our estimated lead times are:

• 4–6 weeks for normal items
  

Please note these are estimated timelines and not guaranteed. As we ship items from overseas, external factors such as production delays, customs clearance, public holidays, or poor weather may occasionally affect your delivery.

In the rare case of significant delays, we offer a Late Delivery Guarantee – you’ll receive $50 in store credits if your item arrives more than 7 working days past your confirmed delivery window.

Basic Service

For bulky items, you may be required to assist the delivery person in carrying the item(s) to your property’s ground floor entrance.

This service includes:

- Delivery via courier with signature required

- Tracking information and dispatch notification

- Authority To Leave (optional)

- Delivery to the ground floor or entrance of your home

This service does not include:

- Unpacking or assembly

- Placement inside your home or specific rooms

- Rubbish removal

- Delivery scheduling requests

Basic Delivery + Next Day Service

We’ll deliver your item(s) to your preferred room with next-day services available upon request. The next-day services include assembly, unpacking, and packaging disposal.

This service includes:

- All features of Basic Delivery

- Next-day service scheduling (upon request)

- Next-day assembly and/or unpacking of your item(s)

- Next-day packaging disposal (excluding existing furniture)

- Next-day placement in your preferred room, including access up to two flights of stairs

White Glove Service

We will deliver your item(s) to the room of your choice within your home. This service includes unpacking, assembly, rubbish removal.

This service includes:

- Delivery to your room of choice (up to two flights of stairs)

- Unpacking and full assembly of furniture

- Removal of all packaging materials (excluding existing furniture)

- Earliest possible delivery scheduling and confirmation

Additional Information

Service add-on fees may vary based on location and access conditions, such as remote areas, limited entryways, tight staircases, or buildings without lift access.

Our delivery team will inform you of any additional handling requirements or surcharges before delivery.

Once your order is ready for dispatch, our team will contact you via WhatsApp, SMS or Call to schedule your delivery slot.

Need to reschedule?

• No charges if you reschedule your delivery date to be within  3 days of original delivery date.
• Rescheduling after 3 days of original delivery will incur a restocking fee. 

If your delivery location has no direct lift access, we offer a Carry-Up Service at $40 per item per non-lift accessible floor (up to 3 storeys max). The cost may differ for depending on the size and weight of the package.

Common situations:

• Staircases within maisonettes or landed homes
• Walk-up apartments

This service only applies to furniture, not accessories.

Need help removing your old furniture? We provide like-for-like disposal — for example, we’ll dispose of your old sofa when delivering a new one.

For pricing and arrangements, please contact our WhatsApp or Live Chat support team.

We strive to keep to our schedule, but in rare cases, delays may occur due to:

• Weather, customs, or shipment delays
• Public holidays

In such cases:

• We’ll inform you as early as possible
• You’ll be offered the next earliest available delivery slot

We are unable to guarantee specific delivery times. Timeframes will be provided for planning purposes.

Hence, if your delivery is delayed by more than 7 working days past the promised window (excluding force majeure or rescheduling by you), we’ll compensate you with $50 store credits as a token of our apology.

We reserve the right to refuse or cancel delivery in the following situations:

• Unsafe or narrow access that may damage products or property
• Delivery items weighing over 80kg that require manual carry-up without lift access

If such issues arise, you may opt to self-carry the item, but Exclusivia will not be liable for damages.

It is the customer’s responsibility to ensure that the items ordered can fit into lifts, hallways, doorways, and staircases leading to the final placement location.

We strongly advise checking all dimensions before purchase and confirming that your building allows for smooth delivery access.

Exclusivia and our delivery partners will not be liable for unsuccessful deliveries due to restricted access or tight spaces.