Frequently Asked Questions
1. Do you have a showroom or can I view the products in person?
We are fully digital and currently do not have a showroom. This helps to reduce our overhead and operating expenses in which we pass on the benefit to the customers through lowered pricing of our products.
2. How long does it take for my order to reach me?
For ready stock products, delivery will take about a week from the date of order. For other made-to-order products, delivery will take about an estimated timeline of 4-8 weeks from the date of order. The timeline factors time required for manufacturing, freight shipping, local inspection by our team and local delivery. Please note that the timeline can be impacted due to force majeure conditions such as shipping delays, weather and other circumstances.
3. What is your return/exchange policy?
We only provide one-to-one exchange or refund for major manufacturer defects that render the product inability to perform the expected functionality or if the product delivered is not per listed conditions of the initial order (e.g. wrong size or colour). We are unable to guarantee common conditions such as light scratches and small dents due to shipping but we try our best to ensure that your product is safely packed by our manufacturer to reduce shipping risks. Other immaterial conditions such as unsatisfactory style, colour, variance of grains and textures, shape, size and etc. will not be covered in our policy as well. Refunds granted will be in the form of store credit which will be reflected in your account once the refund has been approved.
4. What are the payment modes that Artva accepts?
We accept all major credit card payments (Visa, Mastercard, AMEX). Payments via bank transfer or Paynow are also accepted; we will only confirm the order and notify you once the bank transfer or Paynow payment has been verified by our team. We do not accept cash on delivery.
5. Do I need to make a full payment upon ordering or can I make partial payments?
We require full payment upon checkout for all orders placed on any of our channels (www.artva.com.sg, Artva Lazada Store, Artva Shopee Store, Whatsapp).
6. Can I cancel my order?
We allow cancellation of orders as long as it is within 48 hours from the date of order. Any orders after 48 hours will not be eligible for cancellations. Refunds granted will be in the form of store credit which will be reflected in your account once the refund has been approved.
7. Do you provide a warranty for your products?
We provide a 6 months warranty for all products. The warranty only covers manufacturing defects.
8. Do you have B2B pricings or work with interior designers?
We offer B2B pricings for companies and interior designers depending on the scale. Kindly reach out to us via our email on your requirements.
9. Do you customize products?
Products are listed with the various sizes, materials, variety of colours or customizations. Please check on the respective listing. If you require specific customization or size for a specific product, kindly reach out to us via our email on your requirements and we will do our best to check with our manufacturer to see if it's possible.
10. What are your delivery costs?
Local delivery cost is dependent on the size and weight of your product. Delivery and assembly fees are automatically calculated before checkout on our website. We do not inflate these fees and these fees are transparent to you before checkout so that you can make an informed decision. For other channels such as Artva Lazada Store, Artva Shopee Store or Whatsapp, we will contact you on the delivery and assembly fee as these fees cannot be automatically calculated through those channels.
11. Can I combine my orders and delivery if I order other products later on?
Yes, you can. As long as your first order has not been sent for delivery and if you inform us in advance, we can combine the delivery to deliver in a single trip. However, do note that additional charges of delivery and assembly will apply.
12. I do not need delivery until much later. Will you be able to help me keep my product?
We provide a one-month free storage service for our customers upon request. If you require more than a month, fees for additional storage time will apply and varies on the size of the product.
13. Do you help to dispose of old furniture upon delivery?
We are not licensed for disposals and we do not provide disposal services. If you require help with disposal, kindly contact your respective town council for assistance in removal of bulky items.
14. Can I reschedule my delivery?
Change of delivery date and time can be requested but may not be granted if requested within 24 hours of the delivery. Delivery may be postponed to the next available date of the delivery vendor. If you or no one is able to collect the product at home, additional transportation fee may apply for re-delivery.
15. Do you charge additional fees if the product cannot fit into the lift?
Our products listed are typically lift-friendly and we will try our best to fit it into the lift. For large products that are larger than 200cm in length/width/height, it will be highlighted in the listing and the delivery fee will not be part of the checkout. Our team will contact you to assess the stairwell access requirements and quote you on the delivery fee. Stairwell access is $20 per storey. Payment of the delivery fee will need to be made via bank transfer or Paynow before the delivery.
16. Can I self-collect the product?
Self-collection can be done at our warehouse. However, for large products, it is highly recommended for customers to use our delivery vendors as these products are usually bulky and will require a van or lorry with additional manpower to move.
17. Why is there free shipping for some products and none for others?
For bulky items, it typically requires truck delivery and possibly installation. This fee is covered in the item's total cost. For smaller items that do not require installation, this can be delivered by regular delivery vendors.