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FAQ

 

Frequently Asked Questions (FAQ)

FAQ : General

 Do you have a showroom?

Yes we do. We have a petite showroom located at Level 1, 18A Aberdeen Street, Central and a larger showroom located at Unit D, Level 9, Bold Win Industrial Building, 16-18 Wah Sing Street, Kwai Chung, N.T. For more information, you can contact us.

What payment methods do you accept?

 

Payments by CASH or EPS can be made in store. Otherwise HSBC Bank Transfer / FPS or Cheque payment is also accepted however a copy of payment receipt is required for order confirmation. If customer would like to pay via credit card, please be advised that we use an online payment system which an additional 5% surcharge applies.

I want to work for Fuurn, are you hiring?

We are constantly recruiting talents to join our team. Please e-mail your resume to info@fuurn.com .

FAQ : Shopping & Payment

Do your products come assembled?

 

Some of our products come readily assembled and others require assembly. To find out, please refer to the Product Information section in individual product pages. For those that do not come pre-assembled, an assembly instruction will be provided to you. If you would like to have them assembled, you may opt to Add-On the Installation service which includes unpacking the merchandise with full product assembly and carton box disposal. Do note that this option does not include debris removal or moving of your existing or old furniture.

 

How do I get to review the physical fabric/material swatch?

 

You may visit our Central showroom or Kwai Hing showroom to review the physical swatches. We strongly encourage customers to review the physical swatch as colour on computer screen may vary due to individual screen colour settings.

 

For projects, please contact our sales office to enquire about the physical swatches and procedures.

 

Are finish colours shown in your photos accurate?

 

We endeavour to accurately show the finish color and texture as best we can. However, the photos displayed on your monitor or output from your printer may vary depending on your display and output settings. If you need help with selection of the right furniture for your interior (e.g. style, dimensions, color, fabric swatches, etc), please write to us at info@fuurn.com and we'll be happy to help!

All photos on our website are taken by professional photographers under lighting conditions typical in a residential home.

What payment modes do you accept?

 

We accept the following methods of payment (below),

 

  • Payment by CASH and/or EPS can be made in-store

  • Payment by Cross-Cheque should be made payable to “JL GLOBAL GROUP LIMITED” or “FUURN”

  • Payment can be settled by Bank Transfer (Details will be provided in Invoice). Please include all bank charges, if any.

  • Payment by Credit Card (Visa, MasterCard, American Express) via our Website Payment Gateway. Please note that all Credit Card payment is subject to a 5% Credit Card service fee which will automatically be added on top of total upon checkout.

 

*NOTE: For International and Local Transfers, please ensure settlement is made in full and includes all bank charges incurred, if any. 

 

Why do you charge sales tax?

 

We do not charge sales tax. Due to website layout restrictions, there will be 5% Credit Card Service Fee which is indicated as "Tax" via Online Payment Gateway which will be added upon check-out! Please take note.

 

Do you offer financing options?

 

We apologize that do not currently provide financing options. 

 

We believe that everyone can live beautifully as furniture should be honestly-priced and made available to everyone hence we strive to maintain each product at an affordable price range.

 

Can I self-collect my purchased products?

 

Yes you can Self-Pickup smaller manageable products however we strongly encourage you to add-on delivery service if the products are large. If you are unsure, please consult our sales office before confirm selection.

 

Do you offer a trade program for bulk orders?

 

Yes, we do! We welcome all interior designers, architects, trade professionals or businesses. Please contact us directly to register.

 

 

Can I order extra parts for my furniture?

 

We are here to help! You may write to us at info@fuurn.com specifying the parts you need and subject to availability of the product and/or parts, we will try our best to assist you! (Please do provide us with images so that we can better identify the parts you require). 

 

Are all your products listed on your website?

 

Yes, all our products are listed on our website. Do check back from time to time for new arrivals!

FAQ : Customisation 

Can I customise a sofa or bed frame using different fabrics?

 

Thank You for your interest! We do offer customisation on specific products. These details can be found at the Information section in individual product pages.

 

Can I customise the length of the sofa?

 

Thank You for your interest! We do offer customisation on specific products. These details can be found at the Information section in individual product pages.

FAQ : Delivery & Assembly

Am I able to pick up my items from your store?

 

Yes you can Self-Pickup smaller manageable products however we strongly encourage you to add-on delivery service for larger products. Self-pickup service available from our Central store and Kwai Hing store locations.

 

If you are unsure, please consult our sales office before confirm selection.

 

What are the delivery prices like within Hong Kong?

 

Delivery Service fee depends on the delivery address provided by customer and will be quoted separately upon order confirmation. If you would like to obtain a quotation for our delivery service, please e-mail us at info@fuurn.com with your full delivery address and our team will reply with quotation for your consideration.

 

Do you ship worldwide?

 

Thank You for your interest! Currently we do not offer the option to ship worldwide. However usually for overseas shipment, our Customer will organise their own logistic forwarding company and we will assist with providing the product details (e.g. gross weight, nett weight, dimension, etc) to your logistic company for Quotation or we can organise local delivery to your logistic forwarder warehouse.

 

 

How much do you charge for Delivery service?

 

We offer Flat Rate delivery service fee, depending on your order quantity and delivery location. Usually the normal delivery service fees is charged per location with standard van and calculated per one trip only. Depending on each item’s estimated delivery, usually if delivery service is paid once only, all items will be delivered together in the same standard van (lead time as per longest lead time). If customer would like multiple deliveries per order, there will be a “Split Delivery Service” surcharge.

 

Does the delivery prices includes installation service?

The delivery prices does not include installation service. Installation service fees start at HK$ 50 per item, depending on the number of items and the complexity of the installation procedure, additional fees may apply.

 

 

How can I prepare for my delivery?

 

Before placing an order:

Please measure and ensure that your items will fit through doors, staircases and elevators in their packaging before you place your order.

 

If our delivery partners are unable to get your furniture into your home, you will be responsible for redelivery fees if you choose the products to be redelivered at a later date, or the return shipping and 20-30% warehouse restocking fees if the order is cancelled. Upon arrival, our delivery partners will deliver your products based on the selected service options.

 

On the day of delivery: 

An authorized consignee over the age of 18 MUST be available at the delivery address during the scheduled delivery time window.

 

In addition, please protect your flooring and surroundings from potential damages prior to the delivery. Our delivery partners will not be responsible for any flooring or surrounding damages. Delivery personnel are not permitted to move existing furniture present in your home.

 

How long will it take for my item to arrive?

 

Delivery lead times vary according to stock availability and your delivery location. Standard production lead time information can be found on individual product pages. This estimated delivery date range includes time taken for stock movement from manufacturing locations to our warehouse (this includes factors such as whether an item is made-to-order), and last mile delivery to your door. If there are any unforeseen delays after you’ve placed your order, we will contact you as soon as possible.

 

Want us to hold off your delivery date because your home is not ready? Simply place your order, then reply to your order confirmation email with any special requests. We strive to respond to your request within 1-2 business day.

 

If you have further questions about product lead times, please contact us.

 

 

How is my delivery scheduled?

 

If you have a target move-in date or renovation completion date, please e-mail us at info@fuurn.com or contact our sales office directly to notify us and we will remark your preference. 

 

My home is not ready. Can you hold off the dispatch of my items?

 

By default, we dispatch products from our warehouse as soon as they are available to deliver to you. However, we understand that you may sometimes require special arrangements. For such requests, you may e-mail us in advance to notify us on your target renovation completion date and/or move-in date so we can better assist you.

 

What should I do if I have an issue with my delivery?

 

Any concerns regarding your delivery must be notated on your Proof of Delivery Receipt before signing and reported to both Fuurn as well our delivery partner when the delivery team is still on site.

 

Proof of Delivery Receipt (POD): Please notate any damages to cartons, property, or any product damage (applicable for customer who opt for delivery service only) before signing the POD. We recommend that you take photos to document the damage.

 

It is important that the delivery team is to be notified on site and on date of delivery otherwise void.

 

The items I purchased does not fit into the lift, what options do i have?

As Hong Kong has been our home for years and we understand that Hong Kong has small lifts, entrance doors, corridors and staircase. However, it is the customer’s responsibility to advise Fuurn of such restrictions. If for example, the placed orders do not fit into your small lift and will require our delivery staff to carry your orders up the stairs, customer is responsible to pay our walk-up delivery charge. Our on-site delivery staff will quote you on walk-up service surcharge base on our Walk-Up Service Fee Chart, this fee will have to be paid on-site and in cash before walk-up service is carried out.

 

Does Fuurn provide installation service only?

Our installation service is available for Fuurn purchased products only. 

Do you provide installation service for lighting products?

All lighting products sold by Fuurn do not include installation. It is advised that customers seek professional help from certified electrical contractors for installation.

Do you include light bulb for the lighting products?

All lighting products do not include light bulbs.

FAQ : Order Change & Cancellation

How do I change or cancel my order?

 

If the order has not been processed, we can honor the request and a credit will be issued.

 

Once your shipment is processed, any changes or cancellation from thereon will incur a 20-30% restocking fee depending on the status of your order.

IF your order is delivered and you would like to cancel and/or remove the item, there will be a “Return Logistic Service Fee” (from customer house back to warehouse) and “Cancellation Fee” (includes unassembling and Repackage service) and “Restocking Fee of 20%”. These fees are bond by Customer.

FAQ : Warranty & Repairs

Do you offer warranty for your products?

If upon delivery, Customer noticed a manufacturing defect, please notify our team immediately or within seven (7) days from date of delivery. Customer hereby acknowledge and accept that all goods sold are non-refundable and non-exchangeable and does not have a warranty and/or guarantee as all items sold are QC checked and deem to be of good condition.

Please contact sales office for further information, if required.

Who do I contact for repair and/or installation queries?

You may write to us at info@fuurn.com specifying your queries and we will try our best to assist you further.