Tropical Leaves

FAQ

Frequently Asked Questions

Can I view the products or material samples in person?


Yes, your can! We do have a showroom in Singapore. Most of products you can find the display in our showroom. Welcome drop by our showroom at 5 Gambas Crescent, S757088. We open from 10am to 8pm everyday, no appointment needed, you can just walk in.




What is the lead time if I order today?


It depends! If we have ready in stock, 4-5 working days. If need to pre-order, around 4-7 weeks. You can find the lead time in every product descriptions, or feel free to check with our sales. The ETA is an estimate and not a guarantee. Lead time can be impacted by external factors such as freight delays, unstable weather, global pandemics, and other unforeseen circumstances.




What if I realized I don't absolutely love my order after I received it?


We can do return & refund for you! We do have 30-DAYS NO REASON RETURN & REFUND service. If you change your mind, you may notify us for Return & Refund within 30 days of the date you received the item, no questions will be asked. More conditions refer to: https://www.lofthome.com/terms-conditions




What payment modes do you accept?


We accept the following methods of payment: Credit Card (Visa, MasterCard, American Express), Cheque, Cash, Bank Transfer and Paynow. All payments are charged in SGD. Please note goods will not be dispatched until full payment has been received by LOFT HOME.




Can I cancel an order if I change my mind?


Yes, you can! If you change your mind and decide to cancel your order or any item(s) in your order, please notify us within 48hrs after the order confirmation and you will be refunded with no additional charges incurred. If over 48hrs after order confirmation. We still can cancel your order but there will be a 20% restocking fees we have to deduct for your refund.




Is there any Warranty and what does it cover?


You will have at least 5 years warranty from us! 5 year warranty for most of the items. 10 years warranty for all genuine leather sofas. Whole life warranty for all mattresses.The warranty period commences from the date that goods are received. Our warranty covers the replacement or repair of any product that has a manufacturing or material defect that is not the result of normal wear and tear, or a natural characteristic of the material used. This warranty is not transferable. Warranty does not apply to goods that have been altered by the user in any way. For more details about warranty, you can refer to: https://www.lofthome.com/terms-conditions




Do you offer trade programs for ID partners?


Yes, we do! We are working with builders, interior design firms, and contractors locally. WhatsApp or Call +65 8781 8369 (Joshua) or Email: Joshua@lofthome.com for further discuss your project requirements.




Can I customize my item?


It depends! Most items come in standard size, material, and colour. However, we do provide customization of specific products such as marble and solid wood coffee tables, dining tables, and sofas. Do check with our sales on customization options.




How much does delivery cost?


It will be S$50 or FREE! The delivery fee depends on the total value of your items. For any single order below S$500, there will have a S$50 charges for delivery and installation service. For any single order above S$500, delivery will be free of charge. 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 service includes moving of items into the room of choice in your home, unpacking, assembly, installation and rubbish removal.




If I order again a few days or weeks after my first order, can I combine both orders?


Yes, you can! We can combine the delivery and assembly charges. Delivery of your two orders will also be completed in one single trip. The combined orders delivery date will depends on the last order confirmation date.




Can you keep my item/s not to delivery until my further notice?


Yes, we can! To provide you with a great product at the best value, if your ordered products arrived in our warehouse and the time not good for you to receive it, we have 2 months free warehousing service. We will hold you ordered items in our warehouse and wait for your delivery notice.




Can you dispose of my old furniture during delivery?


Yes, we can! But it's not free. We provide disposal service for the old furniture item that your new LOFT HOME item will replace. This service only applies to like-for-like items in the same product category i.e. the delivery of your new LOFT HOME sofa and the disposal of your old sofa. Disposal Service rates are around S$50-S$100, depends on the size of the disposal furniture.




What if I cannot receive my item according to the scheduled date provided?


Please let us know at least 3 working days before your scheduled delivery date! Customers may reschedule the delivery with no additional charges with minimum notice of 3 business days (Monday - Friday, 9am - 6pm. Excluding Public Holidays) before the delivery date (subjected to the availability of delivery slots). For rescheduling of delivery within 3 business days before agreed delivery, LOFT HOME will charge a restocking fee of S$50.




What if the item cannot fit into the lift or their is no lift to my unit floor?


You need to pay additional for carry up. We can arrange the delivery people to carry up for you, but you need to pay them for the additional works. Carry up charges of S$20 per level will be applicable in the event that the item cannot fit into lift or there is no lift to the unit floor. It is customers' responsibility to measure their lift & entryway size, to make sure they ordered items can go into their home. If the item(s) cannot be delivered via lift or stairwell access, LOFT HOME has full discretionary rights to provide at most 80% partial refund for the item.




Can I request for a specific delivery date or timing?


We will try our best to arrange it for you, but no guarantee! The delivery date and window timing will be provided 1-10 days before your actual delivery date. As our delivery teams attend to different regions daily, we are unable to guarantee the date of your choice. We do not deliver at specific timings (e.g. 12pm, after 6.30pm, etc).




Do you deliver on weekends and public holiday?


Yes, we do! Our delivery team deliver from Mondays to Sunday 10am to 6pm. They do delivery on public holidays also. For weekends & public holiday delivery, condominium customers need to check with your sucurity whether our delivery team can go in for delivery. If delivery team arrived and security not allowed them to go in, reschedule another delivery date will additional charge S$50.




What if there is a delay in the delivery of my order?


We don't want to be late, but sometimes it happens! We beg for your understanding. In the case of delay due to unforeseen circumstances such as natural disasters, unfavourable weather conditions, or road conditions such as accidents, our delivery team will notify you by a phone call and our sales will reschedule your delivery, subject to availability in our delivery schedule slots.




Can I pick up the item myself?


Yes, you can! You can choose to Self-Pickup from our warehouse. In this case, we will provide you free assembly service there.