Frequently Asked Questions (FAQ)

Delivery FAQs

1. Is the delivery free?

Yes, we offer islandwide free delivery. If you're looking to purchase from another country, do contact us at +65 8854 1076. 

 

2. Can i combine my orders if i order another item a few weeks later?

Yes, we can combine orders if the second order is placed within 7 days. Kindly contact us at 8854 1076 if you need to combine orders

 

3. I want to order now but i only need the item 3 months later

Sure, you can inform us about this and we'll store the item in our factory first, then deliver at a later date as requested

 

4. Can i choose a specific date and time for delivery?

You can always contact us for delivery status. Also, our delivery team will call or message you a day before delivery. If you're not free or want to schedule it to another day, we can do it. We can't guarantee the date of your choice because this is pre-order basis and the delivery schedule depends on the proximity of our other orders.

 

5. Do you deliver on weekends?

Yes, we deliver furniture to our customers everyday. We deliver from 10am to 10pm. 

 

6. What happens if there is a delay during shipment?

Since, we ship our products from overseas, there may be factors beyond our control that can cause shipping delays, such as production delays, custom clearance delays, public holidays, or bad weather. Exclusivia has the right to reschedule your delivery, subject to availability in our delivery schedule slots. 

 

7. Can you help to dispose my old furniture?

Usually, we don't dispose items during delivery. However, if you need our disposal service, you always contact us. Kindly note that disposal services may incur additional fees. 

 

8. What if the product does not fit in the lift?

Customers are required to communicate with our team regarding the accessibility of their entryway and home. For items exceeding 200cm in length, width, or height, customers need to inform our team to assess the necessity of stairwell access. A fee of $40 per storey is applicable for large items like sofas, TV consoles, and bookshelves. In cases where the item cannot be delivered through lift or stairwell access, the company retains the discretion to issue a refund for the item.

 

9. What if the product's colour and size is different?

The real product may slightly vary from the pictures shown because of photo enhancements, including differences in color, shape, size, grains, texture, and other factors. Natural materials are used in all solid wood products, so variations in color, texture, and grain are normal. Grains, cracks, and knots are natural features and not flaws. Since each wood slab is unique, uniformity in tone or color across the wood surface cannot be guaranteed.

 

10. Can I self-collect the product?

Sorry, the factory we operate in does not allow for self collections for now. 

 

 

Sales FAQs

1. Do you have a showroom where i can view your products?

As an online store, we currently don't have a physical showroom to keep costs down and offer competitive prices to our customers. However, we offer detailed product descriptions, high-quality photos, and size dimensions on our website.

 

2. Do you ship to other countries

At this time, we only ship to Singapore and Malaysia. We're constantly expanding our reach, so stay tuned for updates!

 

3. What is your delivery time?

The estimated lead time for your order is 3-5 weeks from the order placement date. Please note that this is an estimate and may be affected by external factors like shipping delays or global events.

 

4. Do you offer returns/refunds

We offer one-to-one exchanges for major manufacturer defects, but not for changes in style, color, or theme. Please refer to our detailed return policy at https://exclusivia.co/policies/refund-policy

 

5. What payment methods do you accept?

We accept payments through PayNow, internet banking, Atome and credit cards (subject to a 5% service fee). Cash on delivery is not available.

 

6. What are the payment terms?

Full payment is required upon order placement for all channels, including website, Whatsapp, and phone calls. Exceptions may apply, so please inquire for details.

 

7. Can i cancel my order?

You can cancel your order within 12 hours of placement or payment. After 48 hours, cancellation is not possible due to our fast processing and shipping timelines.

 

8. Do you offer any warranty?

We offer a 1-year warranty for all products. Please note that the warranty covers only manufacturer defects.

 

9. Can i customise my items?

Most of our items come in standard sizes, materials, and colors. However, we offer customization options for specific products like marble and solid wood coffee tables, dining tables, and sofas. Contact our sales team for inquiries.

 

10. Is there any trade programs for ID partners?

We work with builders, interior designers, and contractors in Singapore. Contact us at 8854 1076 to discuss your project requirements.