Delivery Policy (Hong Kong & Macau)

Delivery Policy (Hong Kong) 

Delivery Lead-time: The stock levels shown on the product pages are not updated in real time. Stock availability is confirmed after orders are placed. In general, items will be sent within 30 days after payment is settled, except for the following brands: WILLOW: 45 days; OAKI: 75 days; NOVA: 90 days; All lighting brands: 14-21 days

Stock Availability: We try to update stock availability on our website as much as we can, however, please understand that it is not a real time update. All items are subject to availability. We will inform you as soon as possible of the lead-time of the goods.

Pick Up Service: Customers may collect their purchases from our Kwai Chung warehouse during the following hours:

• Monday – Friday: 12:00 PM – 8:00 PM

• Saturday & Sunday: 12:00 PM – 6:00 PM
  Advance appointment is required.

Customers or their authorised representatives are responsible for inspecting goods upon pick-up. Any damage or defect identified after pick-up will not be eligible for return, exchange, or refund. For pick-up via third-party couriers or van companies, a copy of the purchase invoice must be presented. Please note: light bulbs are not eligible for return or exchange once picked up.

Door to Door Delivery Service: This is available at a designated delivery fee depending on the delivery location.  

Property Accessibility: Prior to purchase, customers are responsible for confirming that all ordered items can be delivered through doorways, elevators, hallways, staircases, and other access points at the delivery location. Refunds, exchanges, or cancellations due to access limitations will not be accepted once delivery is attempted.

Premium Assembly Service: Assembly service may be provided upon request with additional charges. It includes dismantling of packaging, assembly of products and removal of all trash. (Please refer to the respective product webpage for actual fees required for the assembly service.)

* All delivery and assembly fees are one-off fees, which do not include any return service. 

¹ For outlying islands or restricted areas with permit restrictions, delivery is available to the nearest accessible port only. The customer is responsible for arranging further transport from the drop-off point.
² Limited to ground floor delivery only. No assembly or installation service is available in Macau.

NOT Present to Receive Delivery: If you or your representative are not available during the agreed delivery time, the goods will be returned to our warehouse. A re-delivery charge (ranging from HKD $500 to $800 depending on location) will apply.

^ For customers living on outlying islands or restricted areas with special permits, 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.

Furniture Disposal: EMOH does not provide disposal services as standard. However, our delivery team may be able to assist upon request and subject to availability. Please inform our sales team at least 48 hours prior to scheduled delivery. A separate quotation will be provided depending on the disposal requirements.

Walk-up surcharge per item: Shall apply for delivery locations with staircase entrances only or items not transportable using the lift at your residential building because of size limitations. The walk-up fee varies according to the size of the delivered item and the number of stairs required to walk up.  

Surcharges vary by item size and floor level:

*Class A. Large bulky items (e.g. bed-frames, sofas, dining tables equal to or greater than 160cm, sideboard/TV cabinet, marble products)
*Class B. Medium-size items (e.g. 1-seater, lounge chairs, dining tables less than 160cm, desks)
*Class C. Small items (e.g. coffee tables, chairs, stools, lamps)
** This is a pre-paid rate. Requesting walk-in service on delivery date would have additionally $200 last minute service fee.)

Storage Fee: We offer complimentary storage for up to 14 calendar days from the first agreed delivery date. Thereafter, a storage fee of HKD $100/week per cubic meter will apply.

Display Items: Display or clearance items are eligible for delivery. However, EMOH does not assume responsibility for any damage incurred during delivery. Customers are strongly encouraged to opt for self pick-up, and accept all delivery risks should they choose transport service.

Limitation of Liability

We strive to deliver all products within the timelines and conditions described. However, EMOH shall not be liable for delays caused by circumstances beyond its control, including but not limited to supplier delays, port congestion, or adverse weather.

Customers’ statutory rights under the Sale of Goods Ordinance (Cap. 26) and other applicable legislation remain unaffected.

Customer Responsibility for Delivery Readiness

The customer is responsible for ensuring that the delivery location is accessible on the scheduled date, including any required building or estate permits, management office approvals, or elevator bookings. If our delivery team is denied access, the delivery will be rescheduled, and a re-delivery fee will apply.

Risk Transfer at Delivery or Pick-up

All risks associated with the goods (including loss or damage) will transfer to the customer upon:

• Completion of delivery at the specified address; or

• Completion of pick-up by the customer or their authorised representative.

Force Majeure Clause 

EMOH shall not be held liable for any failure or delay in performance (including delivery) caused by circumstances beyond its reasonable control, including but not limited to acts of God, natural disasters, strikes, government restrictions, import/export delays, transport disruptions, or pandemics.

Limitation of Claims

To the extent permitted by law, EMOH’s liability for any claim arising from late delivery, misdelivery, or damage during delivery shall be limited to the original purchase price of the goods or the cost of re-delivery, whichever is lower.

Delivery Policy (Macau) 

We offer delivery to Macau.  However, due to the limitation of our delivery team, we are only able to deliver goods to ground floors with truck accessibility. We do not offer assembly and installation services in Macau. Customers must arrange for their own assembly and installation if necessary.

If you have any questions regarding our delivery policy, please feel free to contact us at sales@emohdesign.com.