Currently, we ONLY accept orders to Hong Kong.
1. What can I expect to pay for local delivery?
For orders over HKD $10,000
We can arrange a FREE door-to-door delivery and installation services for Hong Kong Island, Kowloon, the New Territories, Tung Chung, Ma Wan and Discovery Bay.
For orders under HKD $10,000
Shipping fee will be calculated based on total weight of all the products, which will be automatically calculated at checkout. This one-off fee is fixed, no matter how many products we are delivering to you.
2. How quickly can I expect my purchase to be delivered?
If any of your items are not in immediate stock and are being ordered for you, our staff will be in touch to arrange delivery as soon as they have arrived in our warehouse. For lifestyle products, kindly expect 3-10 business days for delivery upon completing your purchase, depending on product availability. For made to order product, the lead time is ranging from 14-90 days (depends on product type) from confirmation of your order for our products to be manufactured and delivered.
Just ask our staff when you purchase your items and they will work out the best arrangement for you! We always do our best to coordinate a delivery date and time that best suits your needs.
3. Do you offer installation?
Absolutely, the delivery fee (see Q1) includes full unpacking and installation service. Additional fees will only be incurred when there is no lift in the building or your items will not fit in the lift, and the delivery team has to use the staircase. These fees will be worked out on a case by case basis. See Q6 for more clarification on staircase use.
4. Do you deliver to all locations in Hong Kong?
For customers living in the New Territories, Kowloon, Hong Kong Island, Tung Chung, Ma Wan and Discovery Bay, we can deliver your order straight to your home. See Q1 for delivery fees.
For customers living on outlying islands, we can only deliver to the nearest port. You will then need to arrange for another delivery company to meet our team. This is due to restrictions in our delivery permit. Once the items arrive at your home, we can arrange for our delivery team to come to unpack and assemble for you if desired and we’ll provide a quotation for the assembly service.
5. What if I am not home during the scheduled delivery window?
If our delivery team is unable to enter your premises or if there is nobody to accept the delivery, an additional delivery fee may be charged if it is necessary for us to return later.
If delivery is not possible due to access limitations (lifts, staircases, doorways etc.), you may not cancel your order and no refund will be made.
6. What if my purchase does not fit the lift?
Customer must inform any known walk-ups / steep slopes. A double walk-up fee will be charged if there is any walk up from the nearest roadside on the way to customers’ home. Redelivery charge and the walk-up charge will apply for redelivery.
Wherever possible we will deliver your furniture via the lift, as long as the pieces fit. If the pieces don’t fit in the lift, we are happy to carry your pieces up the stairs, but please understand that carrying furniture up and down stairs is hard work and incurs an industry-standard fee, which goes directly to the delivery boys who do the heavy lifting. the fee is based on the numbers of stairs (see below chart), which our sales team would be happy to review with you during the ordering process.
WALK UPS / DOWN & OFF-ROAD HOUSES/ BUILDINGS
Buying furniture online is easy, but walking up bulky and oversize furniture upstairs requires time and extra manpower. If you have a walk-up please notify us so we can help accommodate a walk-up especially for large or over-sized furniture items. We appreciate your notice in advance. If you think your furniture might not fit your staircase please kindly take photos of your stair and let us know the width and if there are any obstructions upon entering your staircase like handrails, turns or distances between the stair wall and your door entrance which might inhibit turning radii.
7. What if there is a problem with my new furniture upon delivery (i.e.: damaged goods)?
You (or your representative) must inspect the product at that time and confirm your acceptance. If you do not accept the condition of the products due to damage, you must notify our delivery team immediately. Please refer to “Returns and Refunds” in our Terms and Conditions. Any damage declared after receipt will not be accepted.
8. What if I notice a problem with my new furniture after the delivery is completed?
According to our Terms of Service, once a product is accepted by you or your representative at delivery, the item is non-refundable and non-returnable, and any damage is not the responsibility of LITOOC following acceptance. All wear and tear and damage is not the responsibility of LITOOC following acceptance.
Please note that for most items, except of course in the case of faulty goods, we operate a no refund, return or exchange policy. On the delivery day, our delivery team will ask you to inspect all of the items and sign the invoices to acknowledge that they are received in good condition.
LITOOC’s products are not manufactured by, affiliated with, or associated with the original designers, manufacturers, or trademarks of our classic reproduction furniture and home decor products including Herman Miller, Charles or Ray Eames, Eero Arnio, Le Corbusier, Eileen Gray, Arne Jacobsen, Knoll, Mies van der Rohe, George Nelson, Isamu Noguchi, Jean Prouve, Eero Saarinen, Hans Wegner, Verner Panton, and Vitra. All LITOOC’s products go through a stringent quality inspection.
RETURNS AND REFUNDS
No return or refunds after the order is confirmed.
Note: Please note that we follow a 5% difference in sizing/tolerance for every single piece you order, which is the industry standard for wooden furniture. Natural characteristics of solid wood (grain patterns, knots, wood splits, wood filling, purpose distress/scratch marks variations in colouring etc.) are not considered to be faults – they are part of the unpredictable beauty of nature! Wax Oil is sometimes used to even surfaces – this is also not considered a fault. LITOOC will NOT return and refund based on all of the above natural characteristics of solid wood.
LITOOC cannot accept returns of custom made, commissioned or bespoke pieces, damaged pieces, gift vouchers, homeware, art, plants, unwrapped mattresses, bed linens, cushions or rugs. sale or discounted items, one-off items and any items damaged after you have acknowledged receipt are also not eligible for exchange.
Please check the dimensions of the products you wish to order to ensure they will fit within your space and that there are no access limitations that could cause problems for delivery (e.g. lifts, staircases, doorways, etc.). No refunds will be allowed if the products cannot be delivered due to their size or lack of access for delivery, and extra delivery charges may apply.
As each product is individually made by our craftsmen according to your design, we cannot guarantee that every product will look exactly the same as in our catalogue. LITOOC aims to represent the item you design on our website as accurately as possible with a photograph or 3D image. However every computer screen is different and colour tones on individual computer screens may vary, so we cannot guarantee that the colours of our products will exactly match the colours you see on your screen.
Please review our complete Terms of Services HERE.