Delivery Terms

DELIVERY INFORMATION

We take pride in our products, and we do all we can to ensure they will reach to your home on time and in perfect condition.

We will do three times quality check throughout the entire delivery process. Before your order is dispatched from the factory, we will conduct the first quality check and ensure proper packaging for safe shipment. Upon arrival at our US warehouse, we will open the product boxes, perform the second quality check, and then contact you to make delivery arrangements. Our professional delivery team will take care of your last-mile local delivery. The third quality check will be carried out by you in your lovely home.

After placing an order, Loft Home will contact you via WhatsApp or email to confirm your order details and provide you with the estimated time of arrival (ETA). During the shipment period, if any questions suddenly come out to your mind, we are here 24/7, ready to assist you. Once your order is ready for delivery, we will update you via WhatsApp/Call to arrange delivery for you. After the delivery, you can still reach out to us for any after-sale service or warranty claims.

All shipments are delivered Monday to Friday between 9:00 am and 7:00 pm, with specified hours on Saturdays in selected cities. If you wish to request to see if a Saturday delivery is possible for your area, please reach out to us before your order has been processed. Kindly note, not all requests can be fulfilled.

Note: Please make sure to verify that your items can fit through doors, staircases, and lifts before placing your order. You can find all product dimensions on their respective product pages.

DELIVERY LEAD TIME

Upon successful placement and confirmation of your order, you agree to the following terms regarding product delivery:

All products are made on a pre-order basis. The typical production lead time is approximately 2 months. Some products may require a longer production period and can take up to 3 months, depending on the design, materials, and manufacturing requirements.

You will receive email updates throughout the process to keep you informed of your order status.It is important to note that this estimated lead time is subject to potential adjustments due to a range of external factors that are beyond our control. These factors include, but are not limited to, potential delays in freight transportation, unpredictable weather conditions, global pandemics, and other unforeseen circumstances that may impact the delivery schedule.

Loft Home is committed to ensuring transparency and communication throughout the order fulfillment process. If you need further clarification or assistance, please don't hesitate to contact our dedicated customer service team.

BULKY ITEM DOORSTEP DELIVERY

For furniture items, we work with specialized delivery partners to ensure safe handling and a smooth delivery experience.

This service is a doorstep delivery only. Items will be delivered to the entrance of your home or building. Please note that this service does not include carrying items into your unit, unpacking, assembly, installation, removal of packaging materials, or any wall or ceiling drilling.

Once your order is ready for dispatch, you will receive email updates regarding your delivery status. Delivery dates and time slots cannot be selected or rescheduled.

DELIVERY CHARGES

Our delivery charges cover order processing, handling, packaging, and delivery to your doorstep.

All orders are subject to a flat delivery fee of $150 per order, regardless of order value.

This is a doorstep delivery service only and does not include carrying items into your home, unpacking, assembly, installation, or removal of packaging materials.

RIGHTS TO REFUSE OR CANCELLATION OF DELIVERY DUE TO HAZARDOUS SITUATIONS

We agree to deliver goods to you with the understanding that reasonable access is available. Your responsibility to check the measurements is required to ensure your items will fit through the doorways or passageways leading to your delivery location. Loft Home will not be held responsible for any misfit of measurements.

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

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

In the event that the delivery of your items is cancelled, all items returned to us will be restocked and you will be refunded the value of your order, minus the delivery fee, restocking fee and other applicable charges. For more information on changing or canceling your order, please refer to our Sales and Refunds page.

RECEIVING ITEMS

For security purposes, our delivery partners may verify your photo ID prior to the unloading of the products. Failure to comply with verification requests will be considered as refusing delivery, the item(s) will be returned to the warehouse, and a service fee will be charged. If you choose to reschedule, a secondary delivery fee will be applied.

Upon delivery, the customer or the 3rd party appointed by the customer for sign-off shall inspect the item(s) and the its surroundings carefully before our delivery team leaves the premises. Any damages detected should be reported immediately to the delivery team who will note it down on the delivery order. Upon signing the acceptance of the delivery order, you have agreed that the conditions of goods and its surroundings are within an acceptable level. Any discrepancies reported will not be accepted and Loft Home reserves all rights to reject any claims that are incurred after the delivery of your items.

If the item is damaged, please Email/WhatsApp your respective sales representative and provide a detailed description of the fault with accompanied photos/videos reflecting the damages. We will aim to provide a response within 2 business days. Please do note that insufficient information on the issues/defects may result in delays to our customer service team providing a reasonable resolution.

Loft Home reserves the right in its absolute discretion to determine whether the item's part has failed due to a manufacturing defect or natural flaw. Such replacement or repair is offered by Loft Home at its sole discretion. All replacement or repair of the item(s) will depend on the next available schedule, and Loft Home shall not be held liable for any consequences (whether direct or indirect) caused by the delay in the delivery of the replacement item. No such delay shall entitle the customer to treat this agreement as being repudiated by Loft Home or to any comparison.

SIGNING OF PROOF OF DELIVERY (POD)

The Proof of Delivery (POD) is not just a confirmation that your order has arrived. It is an acknowledgment that your items have been delivered in acceptable condition. We strongly encourage all customers to inspect their delivery carefully before signing the POD.

Before signing, please ensure that the shipment is intended for you, that all items in your order have been received, and that there is no visible damage.

Once the POD is signed, Loft Home may not be able to authorize any damage or missing item claims if these were not clearly noted on the form before the delivery team departs.

Before signing the Proof of Delivery, please follow this checklist:

  1. Inspect all cartons and packaging for any visible damage.
  2. Confirm that you have received the correct items as stated on your delivery order.
  3. If any cartons appear severely damaged, point this out to the delivery personnel immediately.
  4. If you notice any damage, take clear photos of the affected items and packaging.
  5. Please note any damage to your property caused during delivery directly on the POD.
  6. Supporting photos or videos will be required for documentation of any reported issues.

After completing the inspection, please ensure that any remarks about damages or discrepancies are written clearly on the POD, and request the driver to acknowledge them with a signature or initials.

*Please do not dispose of any cartons or packaging until the issue has been fully resolved.

INCORRECT DELIVERY ADDRESS

All unsuccessful delivery orders will be returned to our warehouse and restocked. We will contact you to re-arrange for the next available delivery slot to the correct delivery address with a rescheduling fee of $100.

RESCHEDULING OF DELIVERY

Customers may reschedule the delivery with no additional charges with a minimum notice of 3 business days in advance (Monday - Friday, 10am - 8pm, excluding Public Holidays) before the delivery date (subjected to the availability of delivery slots). For re-scheduling of delivery within 1 business days before agreed delivery date, Loft Home will charge a rescheduling fee of $100.

NOT PRESENT TO RECEIVE DELIVERY

If you are not present to receive your scheduled door step delivery at the date and time slot stated, you may instruct our delivery partner to leave the item at your door step for ready assembled items. Loft Home shall not be held liable for any damanges to items/missing items for the request.

DELIVERY RESTRICTIONS OR REFUSAL OF ENTRY BY BUILDING MANAGEMENT

Some addresses have delivery restrictions. This is most common in condominiums, private apartments and offices located within 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 the 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 rescheduling fee of $100.

DELAYED DELIVERY DUE TO UNFORESEEN CIRCUMSTANCES

a) In the event of delays in shipment due to unforeseen circumstances, Loft Home reserves the right to reschedule the delivery, subject 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) Loft Home shall not be held liable for any consequences or any loss suffered or expenses incurred (whether direct or indirect) due to the delay of shipment / delivery of the goods and no such delay shall entitle the customer to treat this agreement as being repudiated by Loft Home or to any comparison.

d) If you wish to change the date of delivery, please inform us at least 3 business days in advance. This means, if your delivery is on a Wednesday, you will need to write in before the end of last Thursday, one day before the first business day, assuming that there are no public holidays.