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SHIPPING

Burnt Oringe Design ships products to all four corners of the globe, direct to your door.  As majority of our items are customisable, costs and shipping times vary, however we’ve done our best to break it down, step by step, for you below.  Throughout this process, you can be assured that our team will be in constant contact with you, delivering the service you’ve come to expect from us.

Below is an easy reference guide of our most common questions.

HONG KONG ORDERS

Q1. What can I expect to pay for local delivery?

All delivery fees are determined by your location and the quantity of products being delivered.  A rough estimate is as follows:

Hong Kong: $400
Kowloon: $400
New Territories: $400
Discovery Bay: $500
Outlying Islands: POA

Q2. How quickly can I expect my purchase to be delivered?

Our team will work with you to coordinate suitable timelines and delivery arrangements.

Q3. Is installation offered?

For local deliveries yes.  The delivery charge will include unpacking and installation service.  The only time there might be additional fees is if there you live in a walk up building and there is no lift.

Q4. Do you deliver to all locations in Hong Kong?

Customers living in Hong Kong Island, Kowloon, New Territories and Discovery Bay, we can deliver your purchase straight to your home. 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 and assemble the product at home.

Q5. Will you contact me before delivering my product?

Our team will be in contact with you twice before delivering your product, once to reconfirm all necessary details and again on the day of delivery to confirm the delivery time.

Q6. What if I am not home during the scheduled delivery window?

As the delivery time is agreed with you prior to delivery, our delivery team will wait for 10 minutes if they are unable to contact you.  If our team need to rearrange delivery, the client will incur an additional delivery fee.

Q7. What if the delivery team is running late?

Occasionally we may not be able to deliver at the agreed-on time due to traffic or delay from a previous delivery. In these cases, we will call to inform you of our estimated time of arrival.

Q8. What can I expect during the delivery?

Upon arrival, our delivery team will bring your new furniture to your office, home or showroom.  They will unpack and assemble the furniture and, if necessary, explain to you how to operate the piece of furniture.  You’ll be asked to do a quality check and if you are happy, you will sign the delivery form stating that the good has been delivered in good condition and that you are happy with the product. The team will then take all packaging and leave you to enjoy your new piece.

Q9. Can I assist with the delivery?

The best way to help us successfully complet your delivery is by ensuring that accurate delivery details are communicated.

Q10. Can you discard of my old furniture?

Unfortunately we are unable to assist with the removal and disposal of old furniture, however we are able to give you contact details for a few charities who could potentially use your old items.  One man’s trash is another ones treasure!

Q11. What if my purchase does not fit the lift?

We will try as much as possible to deliver your furniture via the lift.  Should the item or pieces not fit, we will need to carry them up the stairs.  This, as you can imagine, is taxing work on the delivery team and as such, an industry standard fee is charged.  If you are unsure whether the item will fit or not, please let our team know in advance and we can talk you through how to measure the lift.

Q12. What if there is a problem with my new furniture upon delivery (i.e.: damaged goods)?

We ask that you please check your items upon delivery.  Should there be an issue, please let us know and we will work with you to get it rectified or replaced.

Q13. What if I notice a problem with my new furniture after the delivery is completed?

According to our Terms & Conditions, if you find any problems with your new purchases within seven days of delivery, you can contact our sales team info@burntoringe.com.  Please provide a photo if possible.

Please note that for most items, except of course in the case of faulty goods, we operate a no refund, return or exchange policy. Please check the Terms & Conditions of your items carefully during your purchase.

 

INTERNATIONAL ORDERS

Q1. Does Burnt Oringe Design have international shipping restrictions?

Some items are not eligible for international shipping due to size and customs restrictions.  There might be products on our site that are not available for international shipping.  Our team will notify you if this is the case.

Q2. What charges can I expect to pay to have my purchase shipped?

For overseas purchases, the prices will vary based on the volume of items ordered and your location. our sales team will work with you to provide a quotation and delivery details on a case-by-case basis.

Q3. How quickly can I expect my shipped item(s) to arrive?

Depending on how much you have customised the item(s), we can typically arrange for delivery pick-up within 14 working days of your order confirmation. Thereafter the shipping time will vary depending on your location and the volume of items.

Q4. How can I expect the shipping process to work?

Once your order is confirmed, our sales team will contact the forwarding company of your choice or, if you prefer, one that we can recommend for you, to book in a collection date. We will do a quality check of the items before packing, however we request that you, or a person nominated on your behalf, also thoroughly checks your purchase(s) to confirm they are in good order. The forwarding company will contact you directly with tracking information on your order and will double check and re-pack all the furniture before shipping.

Q5. When will I be contacted regarding the delivery of my purchase?

Our sales team will confirm delivery logistics upon confirmation of the order. The forwarding company will also contact you separately with specific tracking information so you can follow the progress of your order.

Q6. What if I am not home during the scheduled delivery window?

The forwarding company will leave you a message to let you know that they attempted to deliver. If you missed the delivery slot, you will then need to contact them directly to rearrange delivery on a suitable date.

Q7. What if there is a problem with my new furniture upon or after delivery (i.e.: damaged goods)?

Please ensure that you, or a person nominated on your behalf, check your items very carefully before they are picked up by the forwarding company. Once your purchase(s) have left our warehouse, the relationship passes to yourself and the forwarding company so please understand that we cannot be held liable for any issues that occur during shipment. Insurance options will be offered by the forwarding company and we highly recommend ensuring adequate cover for your new items.

If you have further questions or would like to run anything by us, please do not hesitate to contact us at info@burntoringe.com and we’ll get back to you as soon as possible.