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Delivery Policy (SG)

DELIVERY INFORMATION


The customer shall be wholly responsible for ensuring that the purchased items can fit in the room or location of choice and can be delivered through all internal and external entry points by verifying building access, lift access and all doorway measurements. External access from the loading bay or car park to the delivery area must be clear and accessible with no blockage, and the internal area where the furniture will be placed must also be clear and accessible for placement of furniture. In the event that accessibility causes a delivery to be unsuccessful, no refunds or exchange will be allowed.


If the items are tight fit for door/lift size where movers are required to attempt to move furniture with the building constraints, we are not liable for damage/scratches that are caused by such cases. If the delivery is unsuccessful due to a building constraint, we may charge an additional return + 2nd time delivery charges and storage fee. (We are only able to assess the charges based on the given on-site situation)


EMOH reserves the right to change the delivery date due to any unforeseen circumstances. EMOH will act within our means to notify you at the soonest of any possible delays or difficulties. EMOH will not be liable for any inconvenience, loss, damages, charges or expenses that may arise from any delays, postponements, incomplete or unfulfilled deliveries.


Note: As part of our COVID-19 safety measures, you may now opt for self-assembly and our delivery partners will place your unassembled item(s) at your doorstep upon arrival. To do so, simply tick the Contactless Delivery check box during checkout. For self-assembly, do follow AI (assembly instructions) provided, any errors in assembling or not following the AI will result in the warranty being revoked.



TYPES OF DELIVERY


1. Parcel Delivery

Accessories and homeware (e.g. rugs, poufs, cushions, throws, lighting, tableware, bedding, mirrors, wall art, etc) will be delivered via parcel delivery partners.

Items via parcel delivery will be delivered to you at your door, and does not include unpacking, assembly, installation or moving of items into any room into your home.

Depending on the delivery partner utilised, you will either receive an email or phone message for your parcel delivery or receive a call in advance to schedule your parcel delivery.

On the day of delivery, you will receive a call or an SMS from our delivery partners. If you are unable to receive your items on the day of delivery, you may instruct the delivery partner to leave your delivery package(s) at your doorstep at your own risk.

If no such instructions were given, the delivery partner will either attempt to reschedule another delivery before 2 hours, or the driver will need to return the items to our distribution centre, upon which the EMOH team will contact you to schedule another delivery date and time range.

Please note there will be a restocking fee when rescheduling delivery for items returned to our distribution centre. Kindly refer to ‘Not Present to Receive Delivery’ section for more details.

If you wish to change your delivery timing, you may do so at no charge before 5 working days of the original scheduled delivery date. Rescheduling within 5 working days of original scheduled delivery date will incur a restocking fee of 15% per delivery order for invoices valued below S$500, or S$150 per delivery order for invoice valued above S$500.  

We do not provide delivery services on Sundays and Public Holidays


2. Bulky Two-Person Delivery (Non-COVID period only)

For furniture items, we use specialised furniture delivery partners who provide two-person local delivery and therefore offer the most care to our products and to your delivery experience.

This delivery service applies to furniture items only, and includes moving of items into the room of choice in your home, unpacking, assembly, installation and rubbish removal. This service does not apply to accessories and homeware items (mirrors, lighting, etc)

For bulky two-person deliveries, the EMOH team will contact you via email or call to schedule your delivery in advance.



ADD-ON SERVICES & CHARGES


a) Peak Hour Delivery Slots

To offer more convenience to customers, we’ve also extended and opened more peak delivery time slots to be enjoyed at an additional fee.

These high-demand delivery slots are available for selection (subjected to vacancy) at an additional fee per delivery. You may select a peak hour delivery time slot either via a delivery scheduling by email which may be sent to you once your items are ready for dispatch or when our EMOH team contacts you to arrange for delivery.

If you choose to separate your order into different shipments, delivery charges and add-on fees apply per shipment/delivery.

Additional charges paid for peak hour delivery time slots will not be refunded if the rescheduled delivery falls on a standard delivery time slot.

Note: This add-on service does not apply to parcel deliveries.

 

b) Carry-up Service

Carry-up Service is required for delivery to any location above ground floor without direct, unobstructed lift access. This includes carrying furniture up any flight of stairs within apartments or landed property.

Common scenarios include:

  • Stairs within landed properties and HDB maisonette

  • Walk-up apartments with no direct lift access

  • Lift doorways that are too narrow for the furniture items to fit through

Carry-up service is charged at $10-100 per item, per every non-lift accessible level. Please note that this service is limited to carrying up a maximum of 3 storeys / flights of stairs.

Note: Carry-up service is required only for furniture items and does not need to be added on for accessory items.

You may arrange for carry-up service at any of the following points:

  • a) During checkout: An option to add on carry-up service will be available.

  • b) During delivery scheduling: When your order is ready for dispatch, you may schedule your delivery date and time, as well as add on carry-up service.

If you require carry-up service but have not arranged for it at any of the steps above, please message our customer hotline +65 to send a request. Kindly ensure we are notified and have acknowledged your request at least 3-5 business days before your delivery date (the 3-5 business days cannot include the day/date you inform us).

We agree to deliver goods to you on the understanding that reasonable access is available. It is your responsibility to check measurements to ensure your items will fit through the doorways or passageways leading to your delivery location.

If there are obstructions to direct lift access experienced during delivery, the Delivery Team will assess whether it is possible to perform carry-up service on the spot (and bill the charges later) or to reschedule delivery. This is dependent on the number of items to be delivered, manpower, hazard assessment as well as other operational considerations. If the Delivery Team determines that delivery has to be rescheduled, there will be a restocking fee of 15% for order. 

EMOH reserves the right to refuse or cancel carry-up service for any item that exceeds 80 kg due to hazardous risk (see section on ‘Right to Refuse or Cancel Delivery due to Hazardous Situations’). In such a case, you have the option to self-carry the item. However, EMOH will not be liable for damages incurred. Alternatively, you may choose to return this item and request for refund (charges deduction may apply).

 

RIGHT TO REFUSE OR CANCEL DELIVERY DUE TO HAZARDOUS SITUATIONS

We agree to deliver goods to you on the understanding that reasonable access is available. It is your responsibility to check measurements to ensure your items will fit through the doorways or passageways leading to your delivery location.

EMOH reserves the right to refuse or cancel delivery/fulfilment of any add-on service in any of the following situations:

- If reasonable access is unavailable or if it becomes hazardous (i.e. items prone to damage on narrow stairway, obstruction of passageway)

If a carry-up service is required and the item exceeds 80kg. In such a case, you have the option to self-carry the item. However, EMOH will not be liable for damages incurred.

In the event that the delivery of your items or the fulfilment of any add-on service is cancelled, all items returned to us will be restocked and you will be refunded the value of your order, minus the delivery and restocking fee.


RECEIVING ITEMS

On delivery, the customer or 3rd party (who are appointed by the customer for sign-off) shall inspect the item(s) and the surroundings carefully before our delivery team leaves the premises. Any damages detected should be reported immediately to the delivery team through the hotline whatsapp +65 with photo proof and be sure it is noted on the delivery order. Upon signing acceptance of the delivery order, it will be treated that conditions of goods and surroundings are within the acceptance level of the consumers. Any discrepancies reported after will not be accepted and EMOH reserves the right to reject any claims that are incurred after delivery of your items.

You will also need to email us at cs.sg@emohdesign.com and provide a detailed description of fault and photos/videos showing the damages, invoice proof will be required. We will aim to provide a response within 3 business days. Please note that insufficient information on issue/defects may incur delays with us in providing a resolution.

EMOH reserves the right in its absolute discretion to determine whether a part has failed due to a defect or wear and tear. Such replacement or repair is offered by EMOH at its sole discretion. All replacement or repair of item(s) will depend on the next available schedule. EMOH shall not be liable for any consequences (whether direct or indirect) of the delay in the delivery of the replacement item and no such delay shall entitle the customer to treat this agreement as being repudiated by EMOH or to any comparison. All full refunds due to defects will be refunded as follows:  Purchase Price - any service fees = Refunded Amount ($$).


DELIVERY RESTRICTIONS OR REFUSAL OF ENTRY BY BUILDING MANAGEMENT

Some addresses have delivery restrictions. This is especially for condominiums, private apartments and offices located in the central business district (CBD). Please check with your building management if there are any delivery restrictions before confirming your delivery details with us, so that we can make the appropriate arrangements in advance.

Some common delivery restrictions include:

  • Vehicular height limits

  • Parking restrictions

  • Cut-off time for deliveries

  • Forms, deposits or lift padding required (note: our delivery team will not be able to assist with putting up lift padding)

You are required to place any deposit to the building management for moving goods into their premises if necessary.

Should your building management reject admittance of our delivery team, delivery will be rescheduled (please ensure permission is obtained by your building management for the new delivery date) with a restocking fee of 15% for orders valued below $500, or $150 for orders valued $500 and above.


DELAYED DELIVERY DUE TO UNFORESEEN SITUATIONS

a) In the event of delay in shipment due to unforeseen situations, EMOH reserves the right to reschedule the delivery, subjected to the availability of delivery slots.

b) No specific time of delivery can be provided. A time frame will be advised but cannot be guaranteed.

c) EMOH shall not be liable for any consequences or any loss suffered or expenses incurred (whether direct or indirect) due to the delay in the shipment / delivery of the goods and no such delay shall entitle the customer to treat this agreement as being repudiated by EMOH or to any comparison.

d) If you wish to change the date of delivery, please inform us at least 5 business days in advance. This means, if your delivery is on a Monday, you will need to write in 1 week before. Assuming there are no Public Holidays in between.

e) If there are good(s) delivery delays due to unforeseen situations more than 14 working days (valid from the date of purchase) , EMOH will waive the delivery fee automatically.

 

FREE STORAGE

EMOH will provide up to 1 months free storage from the estimated delivery date. After the 1 months' free storage period, storage charges will be at 10% of the item value per month and subjected to GST. To request for storage, please indicate a note in the Special Request section during checkout.

SELF COLLECTION

The option of Self Collection is available and can only be done at our showroom 203 Henderson Industrial Park #07-01 (s159546). Do inform our sales personnel should you wish to self collect and they will make the necessary arrangements.