About your Order - Fullhouse
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About your Order

Making An Order
  • Once you’ve made a purchase with us, our Customer Experience Team will review it and send a confirmation email to you within 2 working days. Please check through that all your details provided are correct so that we can get your item to you safely and not incur any additional charges.

Changing Order Details
  • If you’d like to change your personal details on your order, please fill up our Delivery Form

  • Your request will be subjected for review and our team will get back to you within 2 working days with an email confirmation.

Delivery Information


Standard Delivery Fees
are a flat rate of $38 which includes handling and packing, loading and delivery to you.

Standard Delivery Schedules are from Mondays - Saturdays excluded Sundays and Public Holiday (PH).

Standard Delivery Timings range between, 9am to 1pm or 2pm to 6pm depending on the delivery area. You will receive an automated SMS notification at least 2 working days before your scheduled delivery date to confirm your delivery time.

Change of Delivery Date
Please call our customer hotline at +65 3138 5353 or send a request via our Delivery Form at least 5 business days before your delivery date.

In the event where you inform us less than 5 working days before your delivery date, it will be rescheduled on the date advised by the delivery team.

Staircase Delivery Fee
In the event that the product can't fit into the lift, staircase charges of $10 per item, per level. This will be chargeable from Level 2 onwards as it is for our logistic team to transport your items via the stairs. This is capped with a maximum of 10 levels for the safety of our Delivery team.

For example: If you stay on the 5th level and bought a 3-seater sofa and a 6ft mattress and the items are not accessible through the lift, below is a breakdown of the charges:

1st - 2nd floor: Not chargeable
2nd - 3rd level: $10 per floor x 2 items = $20
3rd - 4th level: $10 per floor x 2 items = $20
4th - 5th level: $10 per floor x 2 items = $20

Total: $60

    Product Inspection
    • Please check that all your item(s) are free of defects / damages within 2 working days after the delivery is made. Fullhouse reserves the right not to entertain any further requests unless the item(s) are under the warranty period and conditions.

    • If there is a defect / damage on your item(s), you can fill out our Servicing Form and our team will get back to you in 3-5 working days.

    • Below are 3 sample images when you submit your request in our Support form.

    TNC_DEFECTS (1).jpg
    Disposal Services

    We will be happy to dispose of your items at a chargeable fee when you purchase a product with Fullhouse. Please note that the disposal only applies for the same category of product that you purchase with us.

    For eg: If you bought a dining set from Fullhouse, we will be able to dispose your old dining set at a chargeable fee, stated below.

    Please let us know 3 working days before the delivery date if you require a disposal as we will require payment before the disposal.

    *Here’s a tip! If you are staying in a HDB estate, your nearest town council provides a complimentary disposal service for all residents. For more information, kindly contact your respective town council to arrange in advance.



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

    • Item cannot fit into the lift
    • Item is found to be infested with termites, bed bugs or any other living organisms

    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.  

      Product(s) Warranty
      • Our warranty periods vary by product and will start from the date of delivery. Please refer to the table below:

      • The Warranty covers the manufacturing & distribution defects detected within the warranty period, which excludes the cost of material components, replacement parts, labour and transportation charges.

      EXCLUSIONS OF THE WARRANTY

    • Used inappropriately, abused, or misused
    • Cleaned with wrong cleaning methods or products
    • Damaged due to normal wear and tear
    • Damaged due to any impacts or accidents
    • Damages due to pest infestations
    • Placed at outdoors on in humid environment
    • Transferred from Customer to another party
    • Altered without authorization by FullHouse
    • Exported out of Singapore
    • Display product(s) or product designated as “AS IS’’ or known as display sets at the time of  purchase
    •  

      What will we do to rectify the defects, damages?
      We will examine the product and decide, at our sole discretion, if the product is eligible for the warranty. If eligible, our Service Team will offer to;
      • Repair or refurbish the defective product
      • 1 to 1 exchange with the same product
      • 1 to 1 exchange with an alternative product, if we no longer carry a similar product
      Cancellations

      Once your purchase is placed with FullHouse, FullHouse will submit the order directly to the manufacturer on your behalf. Once this step has been completed, FullHouse, and thus the customer, become financially obligated to purchase the ordered merchandise from the manufacturer. For this reason, we don't accept order cancellations. Any exception to this Cancellation Policy will be solely at the discretion of Fullhouse management. In the event that Fullhouse management agrees to proceed with the cancellation of an order, the customer may be responsible for a cancellation or restocking fee of up to 20% of the purchase price as well as any shipping and handling fees that may apply. In order for a cancellation to be addressed, the customer must submit the request in writing via e-mail to
      help@fullhouse.sg. Please note that only written requests for cancellation will be processed by FullHouse.

      Return and Refunds

      Returns

      We want you to love your purchase, but if you are not satisfied, please let us know.

      We are able to process a return for you within 30 calendar days from the delivery date. To be eligible for the refund, the product must be:

      (1) in the same condition that you receive it, 
      (2) undamaged in any way, and 
      (3) the packaging is unopened and still in the manufacturer’s sealed package.

      Please note that the refund amount will be computed less the delivery costs ($38 for a one-way transport, including staircase fee if applicable) and a restocking fee of 20% from the original price of the product or item you have purchased.

      Refunded Amount = Price of the Purchased Product - (20% Restocking Fee + Delivery Costs)

      After we received your item, our team of professionals will inspect it and process your refund. The refund will be processed within 5-7 business days and refunded to the original payment method you've used during the purchase.

      If the product is damaged in any way, or you have initiated the return after 30 calendar days have passed, you will not be eligible for a refund.

      Non Returnable Products (Products not eligible for returns)

      • Products marked as ‘Inventory-Clearance Sales’ or specified as ‘Final Sale’.
      • Products marked as ‘Display or As-Is Items’.
      • All Mattresses

      If your item meets our return guidelines, kindly fill-out and submit a request form at our Return Support Form. Once you have submitted your request, our team will review your request and get back to you within 1-3 working days.

      If anything is unclear or you have any additional questions feel free to contact our customer support team.

      Refunds

      After we received your item, our team of professionals will inspect it and process your refund. The refund will be processed within 5-7 business days and refunded to the original payment method you've used during the purchase.

      Refunds of payments made by ATOME will be in accordance to ATOME’s mode of refunds. 

      For payments made through ATOME instalment plans, the amount refunded will be the total amount you have paid through the instalments agreed with ATOME. (For e.g. Refunds initiated within 1 month after the date of purchase, the refund will be ⅓ of your total purchase) Once your refund has been approved and processed, you will receive a notification in your ATOME App under the ‘Bills’ section where you can view your refund status. Note that refunds made through ATOME will take 5-10 business days to be credited to your account.