Delivery

Are there any delivery charges?

• For orders made online or at any of our Dunlopillo Suite or Galleries, delivery is FREE for orders above SGD 200 in a single transaction to one delivery location (within Singapore only and lift accessible locations). Orders below SGD 200 will incur a flat delivery fee of SGD 5.
• If your delivery location does not have lift access, a carry-up service fee applies from 5th floor and above. Rates are calculated at $10 per floor.
• If your location features narrow turns, tight hallways, low ceilings, narrow stairs or other obstacles requiring extra manpower or other tools to navigate safely, additional service fees may be incurred. Please notify us in advance at +65 8025 2557 (WhatsApp) so we can make the necessary arrangements. In the event that this information is not provided in advance and the delivery could not be completed, a reattempt delivery fee may also apply, on top of the additional service fees highlighted above.

Can I select a delivery date?

• Yes! Please select your preferred or estimated delivery date and time for your items to be delivered, subject to the stock and delivery slot availability.

Can I hold my order until my house is ready?

• Yes, we can hold your order until you are ready to receive it, but we will require a tentative date when you place the order.
• We may contact you or you should contact us 4 or 5 weeks before that tentative date to reconfirm the details and to ensure the stock is available on your preferred delivery date.
• For Made-to-Order (MTO) items, such as bedframes or special size mattress, we will only produce them once the delivery date is confirmed at least 4 weeks before the delivery date.
• In the event that any rescheduling is made after the date confirmation, we offer 2 months of free storage from the moment your items arrive at our warehouse. If you need us to hold onto your items for longer, we can extend this service for a nominal fee of $30 per item, per month.

Can I change my delivery schedule?

If you have any concerns or need to reschedule, please contact us at +65 8025 2557 (WhatsApp) as soon as possible before your scheduled delivery date. Be sure to have your invoice number ready so we can assist you quickly.

If you have already confirmed the delivery schedule with our team within 3 days from the delivery date, and needs to be rescheduled after it, a re-delivery fee of $75 may apply.

What are the delivery days and hours?

• Our standard delivery service is from Monday to Saturday, excluding Public Holidays and Sundays, from 11am to 6pm:

1. Morning slot – 11am to 3pm
2. Afternoon slot – 2pm to 6pm

• You can inform us on your preferred window, but please note that slots are filled on a first-come, first-served basis, and that changes may be proposed to you due to operational reasons.
• Refer below to the standard delivery areas and timeslots allocated for each area and day.

• West Area

• East Area

• Central Area

• If require a dedicated delivery service on any particular day or even PH and Sundays, we may be able to provide it. Get in touch with us by WhatsApp on +65 8025 2557 and we will discuss the details.

Can I get a more specific time than a 4-hour window?

• To ensure every customer receives their items in perfect condition, our team takes the necessary time to carefully set up and inspect each product upon arrival. Because assembly times can vary and traffic conditions are unpredictable, we provide a 4-hour delivery window rather than a fixed time. This allows our team to maintain high service standards without rushing.
• While we provide a delivery window to account for traffic and complex installations earlier in the route, we won't leave you guessing! Our drivers will typically give you a call, WhatsApp or SMS 30 minutes to an hour before arrival to ensure you’re ready to receive your order.
• To help us stay within your timeslot, please ensure the delivery path is clear and your contact number is reachable on the day!

Can I track my delivery on real time?

• Unfortunately, not for the time being. However, you may WhatsApp us on +65 8025 2557 and we will assist you. Bear in mind that on Saturdays or after office hours, the answer may be delayed.

My residence has strict delivery hours/rules. What should I do?

• Please check with your Building Management (MCST) regarding any delivery restrictions before scheduling your slot. Some residences do not allow deliveries on Saturday afternoons or have specific height/weight limits for vehicles. Customers are responsible for ensuring our team is granted access. Any failed delivery due to management restrictions will be subject to a rescheduling fee.
• Our drivers must comply with all local security protocols. If your residence requires a work permit or security clearance, please arrange this at least 24 hours in advance. If our team is denied entry by security, we may have to reschedule your delivery, which will incur an additional delivery charge.

When can you deliver my order after I place the order?

• For items in stock, we can usually deliver within 2 to 3 working days.
• If you order online, our staff will be in touch with you within 1 business day to fix a delivery date and time with you. If you order in any of our shops, our sleep consultant will advise and include the delivery information on the order.
• For URGENT delivery, if there is stock and delivery slot available, we can do next day delivery, as long as the order is placed before 2pm. If you order online, you may WhatsApp us on +65 8025 2557 to confirm stock and delivery slot availability.
• Made to order bedframes typically have a lead time of 3-4 weeks from the order date.
• Special size mattress typically have a lead time of 4-6 weeks from the order date.
• Delivery dates for “out of stock” items are subjected to the item’s earliest restocking date.

My delivery date is approaching, what should I expect?

• Our staff will get in touch with you by WhatsApp (preferred) or phone call three working days before delivery to confirm the delivery date and time slot.
• On the date of the delivery, our drivers will typically give you a call, WhatsApp or SMS 30 minutes to an hour before arrival to ensure you’re ready to receive your order.
• Customers will have to pay a rescheduling fee if they missed the delivery appointment with our assigned logistic agent.
• You may contact us on +65 8025 2557 if you have any query about your order.

Can you move my old items to another room upon delivery of the new item?

• We require the space to be empty for the installation of the new items.
• If you need to rearrange your old items within your house upon delivery of a new item, please indicate it to us before the delivery to assess the situation. Additional charges may apply.

Can you dispose my old item?

• For bedframes and mattresses, we offer a 1-for-1 complimentary disposal service to help you transition to your new furniture seamlessly, for orders $3,000 and above.

1. Size-for-size: Your disposal item must be the same size or smaller than the item purchased. For example, if you buy a Queen mattress, we can dispose of a Queen or Single mattress.
2. Product-for-product: The service applies to the same category of item. For example, purchase a mattress, we dispose of a mattress. Certain bulky bedframes may not meet the product-for-product condition so please highlight this to us before the delivery to avoid disappointment.

• If you wish to dispose additional items or your order is below $3,000, a fee of $30 per mattress and $50 per bedframe may apply.
• If the location is not lift-accessible, additional carry-up or carry-down fees may apply at $10 per floor.
• Due to standard safety protocols, in order to dispose your old item, these have to be in sanitary conditions. This is usually defined by the absence of biological fluids, mold and mildew, extreme odours and free from pest infestations. Please also ensure your old item does not pose a health and safety hazard such as exposed coils or weight and saturation such as waterlogged.
• If the delivery team refuses your old mattress due to health hazards, your options typically shift to specialized disposal services or municipal bulk pickup.

Do you offer relocation services?

• Yes! We offer professional relocation services for your Dunlopillo products. Whether you are moving house or simply rearranging your space, our team ensures your items are handled with care.
• Our relocation rates are $150 per item for mattresses, divan bedframes and adjustable bases, and $200 per item for storage beds.

Where can we move it?

1. Room-to-Room: Need your bed moved to another bedroom? We’ve got it covered.
2. New Home: Moving to a new address? We’ll transport your items safely to your new location.

Some terms and conditions may apply:

1. Same-Day Limit: Relocation services are subject to vehicle availability and must be booked 7 days in advance.
2. Disassembly and Reassembly: Our fee covers disassembly and reassembly. However, bear in mind that the item may not be fully functional after reassembly if the condition was not good.
3. Distance Surcharge: No surcharge within a 20km radius.
4. Carry down and up fee: If our team needs to use the stairs (no lift access), a separate carry-up and carry-down service fee will apply to ensure the safety of our crew and your products. Fee is at $10 per floor.