FAQ

 

Do you have a showroom where I can see the products in person?

We don't have a showroom so unfortunately you are not able to see the products in person before purchasing. However, you may be able to find some items in retail stores with much higher price. You can order through our site after viewing products there. Please note that items are not manufactured by, affiliated with, or associated with the original designers and manufacturers.

 

When will my order arrive?

Normally items will be delivered within 1-2 weeks. Production and delivery of some items, especially custom made furnitures, could take about 3-6 weeks.

 

How to choose colour?

You can leave a note about your choice of colour during checkout or send email to confirm after placing the order. Without a note or email, the colour in main picture will be regarded as your choice of colour.

 

Could you dispose my old furniture?

Sorry but we don't have disposal service for used furnitures.

 

What type of payment methods do you accept?

We accept payments through bank deposit, credit cards and PayPal.

  

How safe is it to pay by credit card/Paypal?

Paypal is an international payment gateway which uses industry-leading security infrastructure similar to banks and government institutions.

PayPal automatically encrypts your confidential information from Castlery using Secure Sockets Layer protocol (SSL) with an encryption key length of 128-bits (the highest level commercially available) to prevent fraudulent transactions.

 

What if there's quality issue or damage? What is your return policy?

Mostly you'll be asked to sign when the item is delivered. You can reject to sign if you find damage on packages, so the item will be returned for replacement without any extra charge. You have to return while the logistic company staff is at your place. You can still return for replacement or refund (excluding shipping fee) within 3 days of delivery.  You will be responsible for later shipping arrangements and costs. After 3 days of return and exchange period, we won't be responsible for any issues. Returned items must be received by warehouse within a week of its receipt in original packaging. Custom made items and used or assembled items are not accepted for refund and exchange. Please understand that for some items, there could be few centimetres size error or color difference.

 

What is the shipping fee?

Shipping fee will be calculated at the end of checkout before payment. It varies depending on size and quantity, ranging from HK$50-HK$250 or more. For larger items, room delivery will have extra charge of HK$ 200. You can choose the cheaper way so the item will be delivered to building front. For large items, room delivery is not provided if the building has no lift or not convenient access to lift. Please make sure packaged items fit through lift/door before ordering. No assembly/unpack service is provided as most items are easy to assemble/unpack.

No extra charge for customers in Discovery bay and Tung Chung.

Free shipping is available to all orders over HK$10,000.

We only ship and deliver within Hong Kong, Macau and mainland China.