Delivery Info

Last updated: November 28, 2023

ECO DELIVERY — PARTNERSHIP WITH MAERSK

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In line with our support for sustainability, we are partnering with Maersk through their ECO Delivery initiative to reduce greenhouse gas (GHG) emissions from ocean freight. Through this initiative, we have pledged green fuels* equivalent to 80% of our current shipping volume, which actively contributes to reducing ocean freight GHG emissions by 5,000 metric tons.

​ What This Means for You ​

Your Castlery order will support the transition to green fuels and reduce GHG emissions at no extra cost to you.

​​ How It Works​

For our shipments, Maersk replaces fossil fuels on its ships with green fuels* like green methanol or second-generation biodiesel based on waste feedstocks. The amount of carbon savings is calculated based on the energy used to move the containers, as reported by Maersk and verified by 3rd parties from Smart Freight Centre.

​​ Maersk defines ’green fuels’ as fuels with low (65-80%) to very low (80-95%) GHG emissions over their life cycle compared to fossil fuels​

Read more about Maersk ECO Delivery here.

Delivery Information

We take pride in making our furniture and we will do all we can to ensure your purchase is delivered to you on time. All our products are packaged for safe transit and will be handled by professionals.

During checkout, you will be prompted to select an estimated delivery date frame. Once your order has been placed and received in our warehouse, we will send out an SMS and Email with a scheduling link closer to your chosen date for you to select the actual delivery date and timeslot – subject to availability.

Please note that it is your responsibility to check that your items will fit through doors, staircases and lifts in their packaging before you place your order. Product dimensions are included in the Product Information on our website.

Note: 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. If you have already placed an order and would like to request for Contactless Delivery, please contact us at help.sg@castlery.com or WhatsApp +65 8241 0030.

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. This excludes unpacking, assembly, installation (homeware, anti-tip kits etc.) or moving of items into any room into your home.

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 or immediately return the items to our distribution centre (depending on the delivery partner) - upon which the Castlery team will contact you to schedule another delivery date.

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.

2. Bulky Two-Person Delivery

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, anti-tip kits etc)

For bulky two-person deliveries, the Castlery team will contact you via email or call to schedule your delivery in advance. 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 10% per delivery order for invoices valued below S$500, or S$100 per delivery order for invoice valued above S$500.

DELIVERY CHARGES

Our delivery charges are intended to cover the processing of your order, handling and packing the products, and delivery to you.

Standard Delivery is free for orders of $300 and above and includes delivery during non-peak delivery time slots into your room of choice, and full assembly (except for accessory items e.g. mirrors, lighting). Additional charges apply for peak hour delivery slots (please see section on Additional Service & Charges).

Please refer to the delivery charges for orders below $300.
We currently deliver within Singapore only.

Order Total Value	Delivery Fees
$0.00 - $25.00	$6.99
$25.01 - $50.00	$9.99
$50.01 - $100.00	$12.99
$100.01 - $200.00	$15.99
$200.01 - $299.99	$29.99
$300 and above	0

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 (such as weekends) are available for selection (subject to vacancy) at an additional fee per delivery. You may select a peak hour delivery time slot either via a delivery scheduling link which may be sent to you once your items are ready for dispatch or when our Castlery 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.

Peak hour delivery slots will be available for selection for delivery dates from Oct 24, 2020 onwards. If you need assistance, please contact us.

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 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, a Delivery Scheduling Link may be sent to you via SMS or email. 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 call our customer hotline or send a request via our Contact Us page. Kindly ensure we are notified and have acknowledged your request at least 3 business days before your delivery date (the 3 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 10% for orders valued below $500, or $100 for orders valued $500 and above.

Castlery 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, Castlery will not be liable for damages incurred. Alternatively, you may choose to return this item and request for refund.

c) Disposal Service

We provide disposal service for the old furniture item that your new Castlery item will replace. This service only applies to like-for-like items in the same product category i.e. the delivery of your new Castlery sofa and the disposal of your old sofa.

Disposal Service rates are as follows:

Medium Item Disposal ($30 per item)	Large Item Disposal ($50 per item)
Dining Table	2 or 3 seater Sofa
Dining Bench / 1 Pair of Dining Chairs	L-shape / U-shape Sofa
TV Console	Sofa Bed
Coffee Table	Bed Frame
Armchair / Ottoman	Mattress
Bookshelf / Shelf / Dresser / Sideboard
Office Chair / Rug
Side Table
Storage Console

You may arrange for disposal service at any of the following points:
a) During checkout: An option to add on disposal service will be available.
b) During delivery scheduling: When your order is ready for dispatch, a Delivery Scheduling Link may be sent to you via SMS or email. You may schedule your delivery date and time, as well as add on disposal service.

If you require disposal service but have not arranged for it at any of the steps above, please call our customer hotline or send a request via our Contact Us page. Kindly ensure we are notified and have acknowledged your request at least 3 business days before your delivery date (the 3 business days cannot include the day/date you inform us).

Castlery reserves the right to reject disposal items in any of the following situations:

• Item cannot fit into the lift
• Item is infested with termites, bed bugs or any other living organisms
• Item exceeds 80kg in weight
• It is a last-minute request made during the delivery of your Castlery item

In such cases, we will refund you the full disposal fee within 14 business days.

Note: For customers residing in HDB estates, the town council provides disposal service for all residents. For more information, kindly contact your respective town council.  

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.
Castlery 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 or disposal service is required and the item exceeds 80kg. In such a case, you have the option to self-carry the item. However, Castlery 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, customer or 3rd party (whom are appointed by the customer for sign-off) shall inspect the item(s) and the surroundings carefully before our delivery team leaves the premise. Any damages detected should be reported immediately to the delivery team 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 acceptance level of the consumers. Any discrepancies reported will not be accepted and Castlery reserve the right to reject any claims that are incurred after delivery of your items.

You will also need to email us at help.sg@castlery.com and provide a detailed description of fault and photos/videos showing the damages. We will aim to provide a response within 2 business days. Please note that insufficient information on issue/defects may incur delays with us in providing a resolution.

Castlery 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 Castlery at its sole discretion. All replacement or repair of item(s) will depend on the next available schedule. Castlery 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 Castlery or to any comparison. All full refund due to defects will be refunded as follows: Purchase Price - Delivery Fee = Refunded Amount (S$).

INCORRECT DELIVERY ADDRESS

All unsuccessful delivery orders will be returned to our distribution centre and restocked. To reschedule for a delivery to the correct delivery address, we will contact you to arrange for the next available delivery with a restocking fee of 10% for orders valued below $500, or $100 for orders valued $500 and above.

RESCHEDULING OF DELIVERY

Customers may reschedule the delivery with no additional charges with minimum notice of 5 business days (Monday - Friday, 9am - 6pm. Excluding Public Holidays) before the delivery date (subjected to the availability of delivery slots). For re-scheduling of delivery within 5 business days before agreed delivery, Castlery will charge a restocking fee of 10% for orders valued below $500, or $100 for orders valued $500 and above.

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

NOT PRESENT TO RECEIVE DELIVERY

For Parcel Delivery:

If you are not present to receive your scheduled parcel 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 or immediately return the items to our distribution centre (depending on the delivery partner) - upon which the Castlery team will contact you to schedule another delivery date.

If items are returned to our distribution centre, the Castlery team will reschedule the delivery, with a restocking fee of 10% for orders valued below $500, or $100 for orders valued $500 and above.

For Bulky Two-Person Delivery:

If you are not present to receive your scheduled bulky two-person delivery at the time slot stated, our delivery partner will return the items to our distribution centre. The Castlery team will reschedule the delivery, with a restocking fee of 10% for orders valued below $500, or $100 for orders valued $500 and above.

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 10% for orders valued below $500, or $100 for orders valued $500 and above.

DELAYED DELIVERY DUE TO UNFORESEEN SITUATIONS

a) In the event of delay in shipment due to unforeseen situations, Castlery 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) Castlery 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 Castlery 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 Wednesday, you will need to write in before the end of last Tuesday, one day before the first business day. Assuming there is no Public Holidays in between.

FREE STORAGE

Castlery will provide up to 2 months free storage from the estimated delivery date. After the 2 months' free storage period, storage charges will be at 5% of the item value per month. To request for storage, please indicate a note in the Special Request section during checkout.