Frequently Asked Questions
1. Can I view the products or material samples in person?
We are fully ecommerce and do not have a showroom, which helps to reduce the pricing of items for our customers.
2. What is the lead time if I order today?
Lead time is 4-7 weeks from order placement date. 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.
3. What is your return/exchange policy?
We provide one-to-one exchange for major manufacturer defects, but do not provide exchange if an item is deemed to be unsuitable in terms of style/colour/theme. Do refer to our policies at www.tinyurl.com/urbanistpolicy.
4. What are the payment modes?
Payment can be made via paynow, ibanking, credit card (subject to 5% service fee, for credit card payments only). We do not accept cash on delivery.
5. What are the payment terms?
We require full payment upon order placement for orders placed via Lazada, website, Whatsapp, over the phone, or any other channels, unless otherwise agreed.
6. Can I cancel my order?
Order cancellation can be done within 48 hours of order placement date or payment. As it is our responsibility to ensure that your order is processed, packed, and delivered to you in the shortest turnaround time, orders placed after 48 hours will not be allowed for cancellation.
7. Is there warranty for my item/s?
We provide 6 month warranty for all products, and 12 month warranty for bedframe and sofa products. The warranty covers manufacturer defects only.
8. Do you offer trade programs for ID partners?
We are working with builders, interior design firms, and contractors locally. Email us at firstname.lastname@example.org or call us via our sales hotline at 86165360 to further discuss your project requirements.
9. Can I customize my item?
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 representatives on customization options.
1. How much does delivery cost?
The delivery fee depends on the total value of your items. As the pricing of our items are kept transparent, we do not inflate the pricing with the cost of delivery and assembly. The delivery and assembly fee is calculated automatically upon checkout on our website.
If you are purchasing via other channels, our sales representatives will inform you on the delivery and assembly fee for your order.
2. If I order again a few days or weeks after my first order, can I combine both orders?
If your second order is placed within 14 days of your first order, we can combine the delivery and assembly charges provided the second order does not include large items such as bedframes or wardrobes. Delivery of your two orders will also be completed in one single trip.
3. I do not need delivery until 3 months later. Can you keep my item/s until further notice?
We do provide up to 3 month warehousing services but will charge a warehousing fee from the 91st day onwards. Fee is dependent on the size of your item/s.
4. Can you dispose of my old furniture during delivery?
We are not approved for disposals and currently do not provide this service unfortunately.
5. What if I cannot receive my item according to the scheduled date provided?
Any change in delivery requested within 24 hours of the delivery may not be accepted, and delivery may be deferred to the next available date as provided by the company’s delivery vendor.
After 2 unsuccessful attempts to deliver, the company may impose a transportation fee.
6. What if the item cannot fit into the lift?
It is the customer’s responsibility to highlight to our team on the accessibility of their entryway and home. If the item/s purchased is larger than 200cm in length/width/height, they will have to inform our team and we will assess if stairwell access is required. There is a fee of $20/storey imposed for large items such as sofas, TV consoles, and bookshelves. If the item cannot be delivered via lift or stairwell access, the company has full discretionary rights to provide a full refund for the item.
7. What if the item differs in colour/shape/size upon delivery?
Actual product will differ from illustrated photos due to photo enhancement, in terms of colour, shape, size, grains, texture, and other variances.
All solid wood products use natural materials and variation in colour, texture and grain is to be expected. Grains, cracks, and knots are natural occurrences and not defects. The unique character of each wood slab means that uniformity, tone or colour throughout the wood surface cannot be guaranteed.
8. Can I request for a specific delivery date or timing?
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).
9. Do you deliver on Saturdays and Sundays?
We deliver from Mondays to Fridays 10am to 6pm, and Saturdays 10am to 2pm. We do not deliver on public holidays. Do inform our Customer Service via mobile 24 hours prior to collection.
10. What if there is a delay in the delivery of my order?
In the case of delay due to unforeseen circumstances such as natural disasters, unfavourable weather conditions, or road conditions such as accidents, Urban Mood reserves the right to reschedule your delivery, subject to availability in our delivery schedule slots.
11. Can I pick up the item myself?
Self collection can be done at our warehouse, however for large items we recommend using third party delivery vendors such as Lalamove or Ninjavan, as the items will require a van or lorry.