Navigating delivery and order management doesn’t have to be complicated. Whether you’re wondering about shipping timelines, preparing for delivery, or making changes to your order, we’ve got you covered.
In this guide, you’ll find clear answers to frequently asked questions, ensuring a seamless experience from the moment you place your order to the arrival of your furniture. Let’s address your concerns step-by-step.
How long will it take my item to arrive?
We provide estimated delivery timeframes for each item based on stock availability and your delivery location.
You may find this information on each product page by entering your zip code on each product page.
The estimated timeframe includes the time it takes to move stock from manufacturing to our warehouse and the time for last mile delivery to your door. While these are the most accurate estimated timeframes, do note that they are not guaranteed nor can they be expedited.
If there are any unexpected delays, we'll let you know via e-mail. If your area shows as "Unavailable," we currently don't deliver there, but we hope to in the future!
Can I self-collect the furniture?
Unfortunately, we do not have self-collection services available at the moment. Sorry about that!
How do 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. This information is available on each individual product page. If our delivery partners are unable to get your furniture into your home, additional fees may be charged depending on if you choose to reschedule or cancel the order.
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 damage 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 does scheduling work?
We'll let you know as soon as your items reach our warehouse and are ready for dispatch! If you had opted to group all items into one shipment during checkout, we will update you once the last item arrives.
Your order will then be processed and allocated to one of our carriers, who will contact you with a proposed delivery timeslot (typically a 4-hour window). However, if your order is shipped via FedEx/UPS, you won't be contacted and may instead track your parcel online to ensure availability during delivery.
Can I make changes to my contact details after confirming order?
Sure thing! Just let us know here at least 3 business days prior to the scheduled delivery dates so we can avoid any rescheduling charges.
Do note changes to your delivery address may result in additional shipping fees depending on the location. You may key in your postcode in your shopping cart to check if we deliver to the new address and also to calculate the basic shipping price.
For changes to the items in your order, refer to the following article under 'My Orders' instead: 'Can I change or cancel my order?'
Can I delay my order till a later date?
By default, we dispatch products from our warehouse as soon as they are available to ship. However, we understand that you may sometimes require special arrangements. Once your order is ready to be shipped, you will receive a “An Update for You!” e-mail.
Sohnne will provide up to 2 months free storage from when the e-mail was sent. To hold your order, requests must be made within 24 hours of receiving that email. If we do not receive the request within that 24-hour time frame, the order will be processed.
After the 2 months' free storage period, storage charges will be at 5% of the item value per month.
What should I do if I have an issue with my delivery?
We're sorry to hear you're having concerns with your delivery.
Any concerns regarding your delivery must be notated on your Proof of Delivery Receipt before signing and reported to both Castlery 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 (for white glove services) before signing the POD. We recommend that you take photos to document the damage.
For more POD details, view our Delivery page.