our delivery fees* are determined on your location:

this one-off fee is fixed, no matter how many products we are delivering to you.

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. we would be happy to recommend to you a list of delivery companies operating in outlying islands who can transport the items from the port to your home. once the items arrive at your home, we can arrange for our delivery team to come to unpack and assemble for you if desired.

if you prefer to pick up your pieces directly from our Horizon Plaza flagship shop, just let us know – we will happily arrange for them to be packed and ready for self-collection.

we always do our best to coordinate a delivery date and time that best suits your needs.

if any of your items are not in immediate stock and are being ordered for you, our sales staff will be in touch to arrange delivery as soon as they have arrived in our warehouse.

our team will contact you at two points during the delivery process:

1) before the delivery date to confirm your name, number and address for delivery.

2) approximately 30-60 minutes prior to their arrival to let you know they are on their way. if our team is running late or is unable to deliver at the agreed time, we will call to inform you of our estimated time of arrival.

once our team arrives, they will bring in your furniture by the lift or stairs, as agreed, and 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. then, they will remove all the packing materials and leave your home to let you enjoy your beautiful new furniture!

if our team confirms no one answered the door or picked up their call upon arrival, they will wait a maximum of 15 minutes before leaving a card that states they have been there and provides instructions to reschedule a delivery, for which an additional fee may be incurred.

stair charges:

for customers living on upper floors, should your pieces not fit in your building lift, we are happy to carry them 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 team who do the heavy lifting.

our delivery team can carry your piece(s) up your stairs (of a maximum of three floors, 10 stairs = 1 floor), as well as push furniture up or down a slope if need be.

your stair charge is per total order, per floor, and the cost will be determined by the type of furniture purchased. if you have items from more than one of the categories, you will only be charged for the piece with the highest delivery fee. these fees are standard practice in our industry as it’s only fair to reward the delivery team who do the hard work on the day and this money goes directly to them.

should you require your furniture to be pushed up or down a slope, please note that the slope charge will be determined by the slope incline (steepness), distance, as well as the weight of your piece(s). this will also be agreed in principle in advance, but our team on the day of delivery will assess the stairs and slopes and determine the final stair or slope charges.

please note, this fee is not added to your invoice but is payable directly to the delivery team on the day.

furniture disposal charges:

please inform our sales team prior to delivery and they will send you our disposal price list, as different items will incur different disposal fees. where possible we will look to donate your unwanted items of furniture to Hong Kong charities.

if you find any problems with your new purchases within seven days of delivery, you can contact our sales team at +852-2870-1582 or at onlinesales@tree.com.hk. 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.

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. you can rest assured that 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. if no one is at home at the agreed delivery time, our forwarding company will leave you a message to let you know that they attempted to deliver. you will then need to contact them directly to rearrange delivery on a suitable date

we can typically arrange for delivery pick-up within 7-10 days of your order confirmation. afterwards, shipping time will vary depending on your location and the volume of items.

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.

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 would highly recommend ensuring adequate cover for your new TREE purchases.

if you have a Shipping or Delivery question we’ve not answered, or if you would like to place an order for domestic or overseas shipping, we’d love to hear from you. please contact us and we’ll get back to you as soon as possible.