FAQ
Frequently Asked Questions
Below are the questions we are asked most often about ordering, customisation, payment, shipping and after-sales service. If your question is not answered here, please contact us and we will reply personally.
Ordering and Customisation
Can I customise the size, fabric or colour?
Yes. Almost every product we make can be adjusted in dimensions, upholstery, leather, colour, finish and hardware. Send us your requirements and we will confirm feasibility, price and lead time.
Do you accept orders for a single piece?
Yes. We supply single statement pieces as well as complete room sets and full container loads.
Can you supply furniture for a hotel or commercial project?
Yes. Hospitality and project supply is one of our two main business lines. We have delivered large-scale hotel and villa projects in Southeast Asia and the Middle East. For projects we prepare drawings, material samples and a production schedule.
Can I order a sample or fabric swatch first?
Yes. Leather, fabric and finish samples can be arranged before you commit to a full order. Please contact us for details.
Payment
What are your payment terms?
Unless otherwise agreed, a 50% deposit is required to begin production, with the remaining balance settled before shipment. Final specifications and the quotation are confirmed in writing before production starts.
How can I pay?
We accept payment through PayPal Express Checkout on this website, as well as bank transfer (T/T) for larger orders. Please contact us if you would prefer a different method.
Is the deposit refundable?
The deposit on custom or made-to-order items is non-refundable once production has begun, as it is used to reserve materials and production capacity.
Production and Lead Times
How long does production take?
Production generally takes 20-45 days depending on the product and order quantity. Custom and project orders may take longer; the timeline is confirmed with your quotation.
How long does shipping take?
Sea freight takes approximately 30-45 days depending on the destination region. Freight is confirmed with you before production begins.
Shipping, Freight and Duties
How is shipping calculated?
Because furniture is bulky and shipped by sea, freight is calculated from the total volume in cubic metres (CBM), weight, destination, and delivery terms - not a fixed rate. After you place an order, we confirm the exact freight cost before production starts.
Do you offer door-to-door delivery?
Yes. We can quote on FOB, CIF, or door-to-door (DDP) terms, depending on your preference and destination.
Are prices shown on the website inclusive of shipping?
No. All prices exclude sea freight and import duties. Freight is quoted separately and confirmed before production.
Who pays import duties and taxes?
Unless DDP terms are agreed in writing, import duties, taxes and customs clearance fees in the destination country are the responsibility of the customer.
How is the furniture packed?
Standard export packaging designed for international transport is included at no extra charge. Wooden crating can be arranged on request at an additional cost of USD 25 per cubic metre.
Inspection, Damages and After-Sales
What should I do when my order arrives?
Please inspect all items at delivery and note any visible external damage on the carrier's delivery receipt. This is required to support a freight claim.
What if an item is damaged or incorrect?
Contact us within 7 calendar days of delivery with your order number and clear photographs of the item and its packaging. We will arrange a repair, send replacement parts, replace the item, or issue a refund, as appropriate. We take responsibility for confirmed quality and manufacturing issues.
Can I return an item?
Standard in-stock items may be returned within 7 calendar days of delivery if unused, in original condition and original packaging. Return shipping, duties and associated fees are the customer's responsibility unless the return is caused by our error. Custom and made-to-order items cannot be returned once production has begun.
Still Have a Question?
Our team is happy to help with anything not covered above.
Email: regalfurnish1@hotmail.com
WhatsApp: +86 13318214978