Shipping policy
DELIVERY POLICY
Delivery Scheduling
Once full payment has been received, a HomeSense MY representative will contact you within one day to confirm your delivery address and arrange a delivery date and time.
Payment
All orders must be paid in full before delivery can be scheduled. Payments made by IBG or cheque must be received and cleared in our account before delivery.
Rescheduling or Cancelling Delivery
Please give at least three days’ notice if you need to reschedule a delivery.
If a delivery is cancelled on the scheduled delivery day, or after the delivery process has begun, an additional transport fee may apply. A new delivery date will then be arranged.
Delivery Access and Special Requirements
Please inform us before delivery of any special requirements, including:
• Building-management procedures
• Driver or delivery-person identification requirements
• Restricted delivery hours
• Service-lift bookings
• Any other access requirements
For furniture and large items, customers are responsible for ensuring that the item can fit through all relevant doorways, corridors, stairwells, lifts, and corners before delivery is scheduled.
Before our team arrives, please remove old furniture, clear all access paths, and ensure that renovation work is complete.
Failed Delivery
If we are unable to complete the delivery because access is blocked, the item cannot fit through the access route, or the site is not ready, the original delivery charge will not be refunded. An additional transport or delivery fee may apply to reschedule the delivery.
On Delivery Day
Our delivery team will contact you approximately one hour before arrival.
We will make every reasonable effort to arrive within the agreed time frame. However, exact arrival times cannot be guaranteed because of traffic conditions and unforeseen delays.
Please inspect your items upon delivery. By signing the Delivery Order, you confirm that you have received and inspected the listed items. Please note any visible damage or concerns before signing whenever possible.
Damage or Defects
Customers must inspect items for damage or defects upon delivery and notify us within 24 hours.
If an item has severe damage or missing parts, you may refuse delivery. Please contact our office or WhatsApp us at 010-6687487 and provide clear photos or video of the issue.