Delivery Policy

LITOOC offers delivery and installation services for Hong Kong orders for standard furniture items; while small items (i.e. accessories, wood care) are shipped via SF Express. Shipping fees are calculated at the checkout page, depending on weight and volume.

Shipping and handling charges are quoted separately for bespoke and interior projects.

• Hong Kong Island: $600
• Kowloon: $600
• New Territories: $600
• Tung Chung, Ma Wan and Discovery Bay: $700
• Outlying islands: On Quotation 

This above one-off fee is fixed, no matter how many products we are delivering to you. For 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 on our delivery permit. Once the items arrive at your home, we can arrange for our delivery team to unpack and assemble them for you if desired.

Please make sure an accurate delivery address is provided. LITOOC doesn’t take responsibility for orders which go missing or delayed due to incomplete or inaccurate address information. Once the order is dispatched to the third-party logistic company, LITOOC no longer has direct control over the delivery status. The tracking number will be provided after the order is dispatched.

For in-stock items, please expect 7-21 business days from confirmation of your order for our products to be delivered from out central warehouse.

If any of your ordered items are pre-ordered, our team will be in touch to arrange delivery as soon as they have arrived in our warehouse. We always do our best to coordinate a delivery date and time that best suits your needs. Just contact our team when you have purchased your items and they will work out the best arrangement for you!

Our delivery team will bring in your furniture by the lift or stairs if suitable, as agreed, we will do any complimentary assembling that may be required. Once all furniture has been unpacked and assembled, our team will ask you to do a quality check of the items, so we can quickly address any issues that may arise. After you have completed your quality check, our team will ask you to sign the invoice stating that all the items were delivered in good condition, and we hold no responsibility for any items damaged after you have acknowledged receipt. Then, they will remove all the packing materials and leave your home to let you enjoy your beautiful new furniture!

Stair charges:

Our delivery is only applicable when there is direct access from the unloading area to the customer’s lift and/or home. Customers must inform any known walk-ups and/or steep slopes, from the point of unloading to the customer’s home. A double walk-up service fee would be charged if the customer did not notify us before delivery. Additional delivery fees will be incurred when there is no direct access or if the pieces do not fit in the lift. The fee is based on the number of stairs, which our sales team would be happy to review with you during the ordering process.

If you think your furniture might not fit through the staircase, door entrance, or lift, please kindly take photos and let us know the width of all important pathways and any obstructions upon entering (e.g. handrails, door entrance, turns or distances between the stair wall and your door).

Reschedule charges:

If our delivery team is unable to reach you or if no one is available to accept the delivery at the scheduled time, an additional fee will be charged for returning the items to our warehouse, along with a re-delivery fee for rescheduling the delivery. If delivery is not possible due to access limitations (such as lifts, staircases, or doorways), order cancellation will not be allowed, and no refund will be issued.

We do not provide furniture disposal service.

Europe:

Austria, Belgium, Denmark, Estonia, Finland, France, Germany, Ireland, Latvia, Luxembourg, Netherlands, Norway, Poland, Portugal,  Spain, Sweden, Switzerland, United Kingdom

Oceania:

Australia, New Zealand

North America:

Canada, United States

Asia:

Taiwan, Japan, Malaysia, Singapore, South Korea

Shipping fees are calculated at the checkout page, depending on destination, weight and volume, and including import taxes.

Furniture items will be shipped door-to-door via FedEx or DHL or UPS via air freight. Most carriers schedule deliveries Monday-Friday, 9:00am-5:00pm. Customers must be onsite to receive, inspect, and sign for delivery. Storage and redelivery fees are the responsibility of the consignee and will be billed at cost.

Please take care when opening the shipping carton. Do not use a sharp knife or tool to open cartons as you risk cutting into the furniture. All staples should be fully removed prior to taking the item from the carton, otherwise you run the risk of scratching the piece as you remove it from the carton.

Any claims for damaged goods must be settled by the customer and the carrier selected to deliver the goods and are not the responsibility of LITOOC. Though we are more than happy to assist in any way as you file your claim. ALL DAMAGE CLAIMS MUST BE DIRECTED AND HANDLED THROUGH THE SHIPPING COMPANY.

All shipments from LITOOC are insured against damage and loss. Should damage happen, you must notify the shipping company immediately and retain all packaging materials. If you wish to have our assistance in filing the claim, you must notify LITOOC within 48 hours of delivery of the damaged merchandise to you. We will do everything we can to help with your claim.