FAQ

You can make payment securely at checkout using the following methods:

Credit/Debit Cards: Visa, Mastercard

Wallets: Apple Pay, Google Pay

Buy Now Pay Later: Atome PayLater (3 easy payments, 0% interest)

Shop Pay (via Shopify)

All available payment options will be shown during checkout. If you need assistance, please contact us at contact@lulufurniture.sg

Yes. We offer instalment payments via Atome PayLater, which lets you split your purchase into 3 easy payments at 0% interest (subject to Atome’s approval and terms).

Oh no! Payments can be declined for a few reasons. The most common is incorrect or incomplete payment details—please double-check your card information and billing details before trying again. If the issue continues, we recommend contacting your bank/card issuer for more information or trying a different payment method.

Our estimated delivery lead time is shown directly on the product page (under “Get Estimated Delivery”), as a date range. Please refer to the dates displayed on the item page for the most accurate estimate.

At the moment, we’re unable to offer flexible delivery date or time selection at checkout. Once your order is placed, our team will contact you within 3 days via WhatsApp to confirm the delivery schedule.

Yes—if you need to change your delivery date after placing your order, please contact our customer service team at least 48 hours in advance so we can make the necessary arrangements.

You can reach us via:

• Phone: 8039 8497
• Live chat: 8:30am–5:30pm, Monday–Friday (excluding public holidays)
• Email: contact@lulufurniture.sg

Please note: Last-minute changes (less than 48 hours’ notice) will incur a $20 rescheduling fee.

We deliver to most areas in Singapore, but not all locations are serviceable. Due to security and accessibility restrictions, LuluFurniture is unable to deliver to certain areas (including restricted zones and some offshore/island locations). Please refer to the list above for the no-delivery (“NO-GO”) locations.

For all other addresses, delivery is available. Estimated delivery lead time may vary by delivery zone, based on your address.

a) Staircase Charges (No Lift Access)
If the delivery/collection point is not accessible by lift, a staircase surcharge applies based on the number of levels our movers need to climb.

• $10 per level
• Applies to both the collection and return trip

b) Delivery Location Surcharge (Per Trip)
Certain locations have a delivery surcharge. This surcharge is not refundable and will apply again if the return/collection involves these areas:

• Tuas
• CBD
• Sentosa
• City Area
• Shopping malls / mall addresses
  $40 per trip

c) Delivery Timing Surcharge (After 7:00 PM)
Returns scheduled after 7:00 PM will incur a surcharge:

• $30 per trip

Yes, we can deliver to non-lift accessible units, subject to site conditions.

Non-lift accessible delivery charges:

• S$10 per item, per non-lift-accessible storey
• Charges also apply to stairs within landed properties and HDB maisonettes

Delivery will only proceed if our delivery team deems it safe and feasible. If the carrying/lifting process is assessed to be hazardous or unworkable (e.g., narrow stairways, obstructed passageways, or high risk of damage), we reserve the right to cancel the delivery or arrange disposal.

If the item cannot fit into the lift and needs to be carried via staircase, our delivery team will assess the site to confirm whether stair delivery can be done safely without causing damage or obstructing the walkway.

• If stair delivery is deemed hazardous or not feasible (e.g., narrow stairway, obstructions, high risk of damage), LuluFurniture reserves the right to cancel the delivery and refund any payments made.
• If stair delivery is feasible, additional staircase delivery charges per item will apply. Please refer to: “Do you deliver to my unit if my unit is not lift accessible?” for the fee details.

Please also note that if the extra handling required affects the day’s delivery schedule, we may need to rearrange the delivery timing/date. We’ll do our best to reschedule to the earliest available slot.

Yes, we can help remove your old furniture for a service fee, as long as no hacking or dismantling from ceilings/walls is required.

Eligibility & key conditions

• Disposal service is only available together with a delivery that includes at least 1 new item delivered by SG Delivery.
• Disposal cannot be ordered as a standalone service without a new item being delivered in the same trip.

Disposal fees (per item)

Standard disposal fees

• Medium bulky items – $15
  (e.g., chair, stool, coffee table, side table, bean bag, bedside table)
• Large bulky items – $50
  (e.g., dining table under 1.4m, study table, sideboard, 1-seater sofa, armchair, bar table, small shelf, mattress, single bedframe)
• Extra large bulky items – $150
  (e.g., wardrobe, kitchen cabinet, bunk bed, queen bedframe, 2-seater sofa)

Condominium surcharge (additional, per item)

• + $5 for Medium items
• + $15 for Large items
• + $25 for Extra large items

On your delivery date, our team will dispose of the items based on the size and quantity you selected for disposal.

Alternative option (HDB Town Council)

If you live in an HDB estate, your Town Council may offer free bulky item disposal as an alternative. Many Town Councils provide free disposal for up to 3 movable bulky items per month (some exclusions may apply). We recommend contacting your Town Council at least 1 week in advance to arrange this service.

Unfortunately, there are certain items we’re unable to dispose of, including:

• Built-in / fixed items (e.g., built-in wardrobes) or any items mounted to walls, ceilings, or fixed surfaces that cannot be detached before our team arrives
• Bug/rodent-infested items
• Renovation debris (e.g., rubble, construction waste)
• Items that cannot be disassembled and carried out from the location
• Documents, or items that contain documents inside
• Electronics, regardless of size
• Items containing highly flammable materials
• Human or animal remains
• Prohibited / illegal / contraband items under Singapore law, including controlled items that require a license or permit from the Singapore Police Licensing & Regulatory Department (PLRD)

Assessment & refunds

Our team will assess the item(s) on the day of disposal to ensure they are suitable and non-hazardous to handle. LuluFurniture.SG reserves the right to reject any item deemed unsuitable. If an item is rejected, we will refund the disposal fee paid for that rejected item.

To request a change to your delivery details (address / date / time slot), please contact us at least 48 hours before your original delivery date (or 48 hours before your preferred new delivery date, whichever is earlier).

• Email: contact@lulufurniture.sg
• Live Chat: via the chat box at the bottom-right of SG (during working hours)

All change requests are subject to delivery schedule availability and approval. Additional delivery charges may apply.

Important notes

• We deliver only within mainland Singapore and Sentosa Island.
• For postal/courier shipments, shipping details cannot be changed once the order has been shipped.

Yes, we can combine multiple orders for delivery. Please note that combined orders must be scheduled under the same delivery date and time slot, unless otherwise arranged by LuluFurniture.SG.

To request an order combination or make changes to your delivery, please contact us at least 48 hours before your original delivery date:

• Email: contact@lulufurniture.sg
• Live chat: via the chat box on the bottom right of LuluFurniture.SG (during working hours)

All changes are subject to stock availability, delivery schedule, and delivery lead time.

Yes. After your order is confirmed, we will contact you within 3 days via message to confirm your delivery schedule.

To cancel your order, please contact us with your order number at least 48 hours before the original delivery date via:

• Live chat (chat box at the bottom right of LuluFurniture.SG, during working hours), or
• Email: contact@lulufurniture.sg

Please note that customised / made-to-order items cannot be cancelled. Any made-to-order products in your order will not be eligible for cancellation. Our Customer Service Officers will be happy to assist you.

We want returns to be straightforward and fair. If you wish to return an item, please contact us as soon as possible with your order number, item(s) to be returned, and photos/videos (if applicable). All return requests are subject to inspection and approval. Where approved, refunds (if any) will be processed to the original payment method after the item is collected/returned and verified to be in acceptable condition.

Eligible returns (general conditions)

• Products must be unused, undamaged, and in resalable condition
• Must be returned in new and original unopened condition with original packaging fully intact
• Return/refund may be rejected if the item shows signs of use, installation, damage, stains, odours, or missing packaging/components

All products qualify for a return except for the following:

• Customised products
• Clearance / 1 SET OFFER / AS-IS products
• Products that require on-site assembly
• Modular Wardrobes
• Bedroom sets
• Products that are not in its new and original unopened condition
• Products that have been removed from their original packaging, used, stained, torn, washed, discoloured, dented, damaged and/or with traces of fragrance or odours
• Products that have been used or suspected to have been used for the sole purpose of photography, videography, display, staging, or any similar purpose

Important notes

• Any applicable delivery/collection surcharges (e.g., special locations, timing, stairs) are non-refundable and may apply again for return collection.
• LuluFurniture reserves the right, at its sole discretion, to determine whether an item is in a condition suitable for return and to reject returns deemed unfit.

Most companies don’t accept returns for pre-assembled items because without the original packaging, the item may not be in a resalable condition. But we do. As such, a 15% restocking fee (based on the final paid price of the item) will apply.

Because shipping and logistics are hard costs we incur, please note that delivery, assembly, delivery-location surcharges, and staircase delivery charges are non-refundable.

Refund calculation

Refunded Amount = Final Paid Product Price − Collection Fee (− Assembly Fee, if applicable) − Restocking Fee (15% of Final Paid Price)

Additional charges (if applicable) during the return trip

1. Staircase delivery charges (as published)
   If your premises are not lift-accessible, staircase surcharges apply based on the number of storeys. If a staircase surcharge applied for delivery, it will apply again for the return collection.
2. Delivery location surcharge (as published)
   If your delivery location is in a surcharge area, that surcharge is non-refundable and will apply again for the return collection if the pickup is from a surcharge-able location.

To request an exchange, please email contact@lulufurniture.sg with:

• Your order number
• The item(s) you wish to exchange
• The replacement item(s) you’d like (name/SKU/size/colour, if applicable)
• Photos of the item and packaging (recommended, to speed up approval)

Our Customer Service team will review your request and advise the next available arrangement for collection and re-delivery.

Exchange eligibility
We can only accept exchanges if the item:

• Is in brand new, unused condition
• Has original packaging fully intact
• Is requested within 14 days of delivery
• Meets our return & exchange eligibility criteria

Fees & charges

• A 15% return fee applies to each item collected back after delivery, including exchanges.
• Delivery/collection surcharges (if applicable) may apply (e.g., special locations, timing, stairs) and are non-refundable.

We aim to process all refunds within 3 working days after we receive and verify the returned item(s). If you cancel an order before it is shipped, we will also process the refund within 3 working days.

After the refund is processed, it may take an additional 7–10 working days for the amount to reflect in your account, depending on your bank’s clearing policy.

How refunds are issued

• Refunds will be credited back to your original payment method, unless otherwise stated.

Important notes on refund amounts

• Your refund will include only the amount you actually paid and will not include the value of any discount, rebate, or promotion that was not paid for.
• If multiple items were purchased under a single order to qualify for a discount, and a refund causes the remaining order value to fall below the qualifying spend, the discount may be voided and the original (non-discounted) price of the remaining items may become payable.

If you have any questions, please contact us at contact@lulufurniture.sg with your order reference number, and our Customer Service Officers will be happy to assist.

Our warranty covers manufacturing defects related to:

• Product structure / frame
• Mechanisms (where applicable, e.g., recliners, adjustable parts)
• Hardware fittings such as hinges, runners/slides, and similar components

This warranty does not cover issues or damage arising from:

• Incorrect storage or assembly/installation
• Inappropriate use, abuse, or misuse
• Any unauthorised modifications/alterations not approved by Lulu Furniture
• Incorrect cleaning methods or use of unsuitable cleaning products
• Normal wear and tear
• Impact, accidents, mishandling, or improper moving/relocation
• Use in outdoor areas or humid environments
• Non-domestic / commercial use (unless stated otherwise)
• Items purchased as display sets
• Items transferred from the original buyer to another party
• Damage caused by pest infestations
• Claims not supported by a valid sales order / proof of purchase
• Items that are exported out of Singapore

Most products come with free assembly, and this will be clearly stated in the product details.

Some items do not require assembly (e.g., simple, easy-to-install items). For these products, assembly service will not be provided.

If assembly is required and chargeable, the assembly option and fee (if any) will be stated in the product details. Please refer to the product page for the most accurate information.

Most items are assembled/installed on-site by our delivery team. This helps reduce the risk of damage during transport and avoids uncertainties such as items not fitting through lifts, doorways, or corridors.

If an item is delivered pre-assembled (or requires minimal setup), this will be stated in the product details.

The lead time for customised products is 6 to 8 weeks after the drawing of the product is approved by you.

No refund is available for customised products. During delivery, we will be responsible for missing parts, wrong parts and issues affecting the normal function of the products. If shipping of the required parts is necessary, certain waiting time is required before we can resolve the issues.

We may collect personal identification information from users in a variety of ways, including when you visit our website, create an account, or use the features, services, or resources available on our Site. Where appropriate, we may request details such as your email address.

You may browse our Site anonymously. We collect personal information only when you voluntarily provide it. You may choose not to share certain personal information, but doing so may limit your ability to access or use some Site features or services (for example, account registration or order-related functions).