Delivery & Installation

Our estimated lead times are:

• 3–5 weeks for normal items
• 4–7 weeks for custom-made 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.

For all furniture orders, we work with specialised two-person delivery teams who are trained to handle large, delicate items with care.

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. 

We understand every home and schedule is different. That’s why we offer multiple installation options:

1. Installation at the same time as delivery: Our delivery team will install the item immediately upon arrival. This is ideal for urgent setups and will incur higher installation charges.

2. Installation after delivery (1–2 days later): The item will be delivered first, and our customer support team will help you book a separate installation date via WhatsApp or Live Chat. This gives you flexibility and may be more cost-effective.

3. Uncrating service only: Our items are packed in small wooden crates for protection. If you select this service, we’ll help uncrate the item, but no further installation will be provided.

4. Installation after delivery (Pay later): If you’re unsure about needing installation, you can try assembling it yourself first. If help is needed, you may arrange installation afterwards via WhatsApp or Live Chat and make payment then.

5. No installation service: Self-installation is possible for most items, with clear instructions included. If you need guidance, just message our team.

Note: Some products (e.g., cabinets, consoles) only require basic setup like inserting the legs. Installation is straightforward. If in doubt, contact us.

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.

HDB Residents: You may also request disposal through your Town Council at no additional charge.

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.