FAQ(s) — Fullhouse
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FAQ(s)

Popular questions

1.1 What are your operating hours?
We are open daily from Monday to Sunday, including PH from 11am - 9pm!

 

1.2 Where is your showroom?
Our showroom is located at 49 Sims Avenue S(387414) Hotline: +65 3138 5353.

 

1.3 Can i have the dimensions or material of the product?
Our product information are always listed together with our products under 'Product Details'.

Here's an example:

General Information

2.1 Can this item be customised?
Our Customer Service Team will be the best person to advise on customizations, you may check with them when you head down to our showrooms to take a look at the item so as to prevent any miscommunication.

 

2.2 I would like to purchase in bulks.
As bulk orders are heavier in load, please contact us here for us to assist you better.

 

2.3 Do you provide any styling advice for my home?
Our Customer Experience Team at the showroom will be best suited to advise you on styling. The experience will be enhanced when you can actually feel the actual product.

 

2.4 Will you dispose my existing furniture?
We do not provide furniture disposal services, however, we can advise on the most convenient disposal method, depending on the type of your residence. If there is a need for us to move your old furniture from your home to the corridor, our logistics team will be happy to help at no charge, without the service of uninstalling your item. 

 

2.5 Where is your furniture from?
In order to bring you the most stylish furniture designs, we curate all of our products from all over South East Asia.

 

2.6 Can I self-collect the furniture?
Yes you can! However, only selected products will be allow to be self-collected. Please allow our customer service team to assist you further here.

About My Order

3.1 How long can you hold my order?
We can hold your order for up to 3 months from the date of your order. If you need to hold your order for more than 3 months, there will be additional storage charges at 10% charge per product monthly (Cap at $200 per item)

Please write in here with your invoice number to allow our customer service team to assist you further.

 

3.2 When can I get my order?
You will be receiving an email confirmation upon order. Thereafter, our customer experience team will contact you within 3 working days for a delivery date.

 

3.3 Can I change my order?
If you’d like to change your product, you can do so within 5 working days from the purchase date before it is shipped out. If the shipping date falls within the 5 working days, you will not be able to change your product. please contact us here with your invoice number and our customer service team will assist you further.

 

3.4 What are the Staircase charges?
If your product can't fit in the lift at the delivery address, staircase charges of $20/item per level will apply for our logistic team to transport your items via the stairs. This service is applicable up to the 5th floor only. For floors above 5th floor, you will have to outsource for another delivery vendor to deliver the item(s) to you.

 

Online Purchase

4.1 How to apply a discount code?
Apply a discount code at the cart page. Once you get to your cart, find the total order amount, and below, you will find a link 'Add coupon code' where you can input the discount code that you have. The discount will be reflected directly on your order total.

4.2 What payment methods do you accept?
We accept Visa, Mastercard and Atome instalment plans.

 

4.3 Are taxes included?
As we want to be transparent with our product cost, we have excluded tying the cost of our products with the 7% GST charge. The GST charge will only be displayed upon checkout.

 

Delivery

5.1 How much are the delivery fees?
A flat rate of $38 will be applied for any order.

 

5.2 Do you deliver on weekends?
We deliver on Saturdays. There will be no deliveries on Sunday.

 

5.3 Do you ship internationally?
We do not ship internationally at the moment.

 

5.4 How fast can I receive my products upon order confirmation?
If your order consist of ready stocks, delivery lead time can be as fast as 3 days. Otherwise, it would be 2-6 weeks. You will be sent an email confirmation upon order. Thereafter, our customer experience team will contact you within 3-5 working days for a date.

To get an estimated delivery date, you can chat with our support team through our Live Chat and we'll be more than happy to assist you!
 

5.5 Can i change my delivery date?
If you’d like to change your delivery date, please fill up our Delivery Support Form 5 working days before your delivery date so that we have enough time to review the necessary changes.

For any last minute changes within 3 days before your delivery, there will be a rescheduling fee of $38.

 

5.6 Do you offer Self-Collection?
If you'd like to Self-Collect your items, please contact our Customer Experience team via our Live Chat or fill up our General Inquiry Support Form here

 

5.7 How do I know my delivery timing?
Delivery timing ranges between, 9am to 2pm or 1pm to 6pm depending on the delivery area. You will be notified of your delivery timing 1-3 working days before delivery through an Automated message.

 

5.8 What if I am not available during working hours / during the appointed delivery slot?
If you are not available to receive your item during the scheduled delivery time slot, you can authorise someone to receive it on your behalf. If not, rescheduling of another delivery date will be arranged.

Following extra charges will be:
Flat rate of $38 for returning trip
Flat rate of $38 for rescheduled delivery

Payment

6.1 What payment modes do you accept?
Physical Store:
We accept Paynow, Cash, Visa/ Master, Nets and OCBC/DBS Instalment plans.

Online Store:
We accept Visa, Master and Atome Instalment plans.

 

6.2 What currency are we using?
All prices stated are in SGD Currency.

 

6.3 Do we offer instalment plans?
Yes we do! For online purchases, we accept instalment plans via Atome. 3 payments, 0% interest fee and you get $10 off your purchase for new users. There will be a credit limit of $2,000 for debit cards and $4,000 for credit card users.

Return & Exchange

7.1 I would like to return a product.
If you’d like to return your product(s), you can do so within 30-days from your delivery date with the below conditions:
- New and unused condition
- Still in original packaging
- Without damage and/or defect.

After receiving a confirmation on the return, you can return your item(s) to our warehouse at 14 Kaki Bukit View, Singapore 415950 during Fullhouse’s office hours (Monday – Friday, 9am – 6pm). Please submit your request to our support form here.

Products that are not eligible for return
- Products marked as ‘Display Set,’ ‘AS-IS’ or ‘Final Sale’
- Mattresses, pillows, mattress protectors that are not in their original packaging
- Products described as ‘Made to Order’
- Customized products
- Requests made after the 30-day return policy 

7.2 I would like to exchange a product.
If you’d like to exchange your product(s), you can do so within 30-days from your delivery date with the below conditions:
- New and unused condition
- Still in original packaging
- Without damage and/or defect.

As we have procured your original stocks specially for you, we'd need to charge a 20% restocking fee when you wish to exchange to another item.

Products that are not eligible for exchange - Products marked as ‘Display Set,’ ‘AS-IS’ or ‘Final Sale’
- Mattresses, pillows, mattress protectors that are not in their original packaging - Products described as ‘Made to Order’
- Customized products
- Requests made after the 30-day return policy

 

7.3 I am seeking a refund.
If you require Fullhouse to pick up the returning item(s) from your delivery address, all delivery costs are non-refundable and there is a 20% restocking fee for the price you paid for the item. As such, you will be refunded the following amount:

Refunded Amount = Final Paid Price (After discount code, if any) - Delivery Fee (if applicable) - Restocking Fee (20% of Final Paid Price)

In the event where lift or stair access is not available, Fullhouse reserves the right to reject the return request.

An email confirmation will be sent to you when Fullhouse has received the returned product(s) and the refund will be issued to you on the following 29th of the month. (eg: Jenna’s return request has been approved and she has returned her product to Fullhouse warehouse on 15th June. Her refund will be processed to her by 29th July.)