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FAQs
  • Frequently Asked Questions
  • Delivery & Assembly
Do you have a showroom where I can visit to see your products in person?

We operate exclusively as an e-commerce platform and do not have a physical showroom, which enables us to offer better pricing of our furniture to our customers.

What is the lead time if I order now?

The lead time for orders is set at 4-6 weeks from the date of placement. While we anticipate that the estimated time of arrival (ETA) will typically fall within this timeframe, it's important to note that there could be instances where external factors, such as freight delays or unexpected global events like pandemics, may impact delivery times.

What is your return/refund policy?

We provide 1 to 1 exchange if the item is heavily damaged. But we do not exchange if the item is deemed to be unsuitable in terms of its physical appearance (color/theme/style).

What are your payment terms?

We require full payment as our items are made to order. Unless otherwise agreed.

What are your payment methods?

Payment can be done via paynow / atome / shopback / credit card ( subject to a 5 percent service fee ) We do not accept cash on delivery.

Is there a warranty on your product?

Yes, we provide up to 1 year of warranty for all products and 2 year warranty for sofa & bed frames. If, within the warranty period, a product is found to have a manufacturing defect, Koze will, at its sole discretion, undertake the repair or replacement of the affected part(s). This warranty specifically applies to the replacement or repair of any product or component thereof exhibiting a manufacturing or material defect, which is distinct from regular wear and tear or inherent qualities of the materials employed.

Are your items in stock?

Our items are made to order by our team. Each piece is crafted with utmost care and precise details.

Do you offer trade programs for Interior Design companies?

We are constantly working with interior design firms, contractors, and builders locally. Do drop us a message at _ or contact our sales personnel at _ to further discuss your project/requirements.

Do you customize your items?

Yes. Some of our items are customisable such as the color & material choice. Do check with our sales personnel for customization options.

Can I cancel my order?

Orders can be canceled within 24 hours, as we must ensure that your order will be crafted by our team, packed & shipped within the given delivery timeframe. Orders placed after 24 hours will not be allowed for cancellation.

How much does delivery cost?

Delivery cost is calculated based on the category of items you purchase. It is calculated upon checkout at our website. Our pricings are transparent , we do not inflate the pricing with cost of delivery & installation.

  • Small sized items like ( lamps , rugs etc) $20
  • Medium sized items ( Painting , benches etc) $40
  • Large items ( Dining table , sofa , sideboards etc) $65
  • Extra large items ( Wardrobes , Bed Frames etc) $70


How much do you charge for installation?
  • Small items ( side tables , dining chairs etc ) $20
  • Medium sized items ( Painting , benches etc) $40
  • Large items ( Dining table , sofa , sideboards etc) $70
  • Extra large items ( Wardrobes , Bed Frames etc) $85
I do not need delivery until a few months later. Are you able to store my items in your warehouse till further notice?

We provide warehousing storage for up to 5 months. After the 5th month, we charge a warehousing fee which is dependent on the size of the item(s).

Can you dispose of my old furniture during delivery?

We provide disposal service upon delivery, the cost will be dependent on the size & weight of the item(s). If you need this service, please let our sales representative know before delivery.

What if I cannot receive my item according to the scheduled date provided ?

Any change in delivery request within 48 hours may not be accepted , and delivery may be deferred to the next available date provided by our company’s delivery team.

What if the item cannot fit into the lift?

Customers would have to let our team know the accessibility of their entryway or home. If the item purchased is 200 cm long in length/width/height , please let our team know and we will assess whether it is doable for lift access. If the item is large and cannot be delivered via lift , a $25/story fee would be imposed on customers, as this requires labor work on our team to carry the items up the stairs. If the item cannot be delivered via stairs or lift, the company has full discretionary rights to provide a full refund for the item.

What if the item differs in color / shape / size upon delivery?

Very unlikely this happens, however actual products will differ from illustrated photos due to photo enhancement in terms of color / shape / size / wood grain texture and other variances. The looks of each solid wood slab pattern/grains may vary as the grains/cracks are natural occurrences and not defects. We cannot guarantee exact uniformity, tone & colors from illustrated photos.

Can I self collect my item?

Yes you can self collect at our warehouse. However , for large items like bed frames, sofas and dining tables, we recommend using third party logistics like lalamove, ninjavan or professional movers, as lorry or van is needed, and also to prevent any damages to the item.

What if there is a delay in the delivery of my order

We will inform customers 1 to 7 days before delivery. Delay may be caused due to unforeseen circumstances like freight delays, bad weather, global pandemic & natural disasters etc. We will inform customers beforehand if it’s being delayed.

Do you deliver on the weekends?

Yes. We deliver from Mondays to Fridays from 12 pm to 9 pm. Saturdays from 2 to 8 pm.

Can I request for a specific date or delivery timing.

The delivery date and time will be provided 3-5 days in advance before delivery. Do let us know if you would like to reschedule to any date and time (subject to availability).

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