Frequently Asked Questions

Common questions
WHAT IS THE BEST WAY TO CONTACT YOU?

The best way to contact us is thru EMAIL, LIVE CHAT, or through our Facebook Messenger. We prefer these methods so we may document the conversation that transpired and avoid miscommunication.

See our Contact Us section.

DO YOU HAVE A SHOWROOM?

Yes, we have showroom in Makati. Complete address can be found here.

HOW DO I REQUEST A QUOTATION?

Please send us an email with your company name, address, and contact numbers. Please include the items you’d like us to quote for you including the quantity needed and delivery address. You may also directly checkout the items and the email copy of your order may serve as your quotation.

See our Contact Us section.

DO YOU OFFER DISCOUNTS?

Yes, we do give discounts for bulk items; depending on the item, usually a minimum of 12 pcs per SKU. Please email us for more information.

CAN I PAY THE PAYMENT AT YOUR STORE?

Yes, you may. We accept cash, credit cards, debit cards, PayPal, PayMaya, WeChat Pay, or Alipay at our store.

DO YOU DELIVER NATIONWIDE?

We deliver within Metro Manila and nearby provinces. We do not deliver to Visayas and Mindanao as of the moment. However, we may contract a 3rd party cargo company if you wish your items to be shipped to Visayas or Mindanao. Message us if you need help with a quotation.

HOW LONG WILL DELIVERY TAKE?

Our estimated delivery lead times within Metro Manila will depend on product status. For deliveries outside Metro Manila, give an additional of at least 3 business days to a week, depending on your location.

IN STOCK STATUS: 1-5 business days
PREORDER STATUS: 10-20 business days
SOFA SETS (MTO): 25-30 business days
MATTRESSES (MTO): 25-30 business days
METAL PRODUCTS: 25-30 business days

Business Days are counted from Mondays to Fridays*

*Excluding Holidays.

**These estimated lead times are not applicable for COD orders.

CAN YOU DELIVER MY ORDERS AT A SPECIFIC TIME I WANT?

Unfortunately we can only guarantee that the delivery of your orders within the scheduled date. We request all customers to have someone wait and receive for the items on the day of our agreed delivery schedule. In cases that no one will receive the items, please let us know at least a day before the scheduled delivery to avoid incurring charges. Our delivery team will inform you (through sms or phone call) if they are already on their way to lessen the wait time.

THE ITEM I ORDERED IS DIFFERENT FROM THE PICTURES POSTED?

Furniture Manila makes every effort to provide high quality images, and measurements to assist you in selecting your furniture. However, images may vary in color depending on many factors (i.e. lighting when photo was taken, monitor color settings, etc.). Sometimes measurements are rounded off, and occasionally they will vary slightly from the description. If precise dimensions or colors are critical to your orders, we suggest contacting us by phone or e-mail in order to further assist you.

Please note: We will not be responsible for color variations or measurements that are slightly off as we only acquire these from our suppliers. All Returns will be subject to our Return Policies & Fees. Be sure to let our delivery team know while they are still within your premises, once they leave and you have accepted the item/s; they are considered sold.

We may charge a handling fee for undamaged returned items, 20% of the item price or P1,000, whichever is greater.

DO YOU OFFER WARRANTY?

All products come with a standard manufacturer’s warranty against factory defect. We allow returns for items damaged STRICTLY within 7-days from date of delivery, provided the qualifications are met. Replacement of damaged items due to factory defect will be offered until supplies last, otherwise you can choose another item.* Please click here for more information regarding returns.

No monetary refund shall be given if the chosen item is of lesser value. If item is of higher value, buyer assumes the price difference.

DO YOU CHARGE ASSEMBLY FEES?

Small items are usually delivered assembled, unless instructed otherwise. We may require assembly fees for beds and large wardrobes that are assembled on site.

CAN I ASK FOR A REFUND IF YOU CAN’T MEET MY DEADLINE?

No. Due to processing time and traffic, we can’t commit to delivery date or time requests. However, we will always coordinate with you on your delivery date. We have posted estimated delivery lead times per product, please be guided accordingly. If you have a target delivery date, please place your orders ahead of time to ensure that you’ll meet your deadline.

Product Status

IN STOCK STATUS:
This means that the item is on hand and ready for shipment. Processing starts the next business day. Estimated shipping time around 1-5 business days within Metro Manila. Subject to our current delivery schedule.

PREORDER STATUS:
Generally this means that the item is not available in stock at our warehouse. Lead time may range from approximately5-10 business days. Business days counted Mondays through Fridays.
In rare cases, a pre-ordered item may already be sold out. If this happens, we will let you know and would offer you several options to replace the item.

All sofa sets are made to order, lead time is 25-30 business days approximately.
All mattresses on backorder will have the same lead time, 25-30 business days.
All metal products (filing cabinets, lockers, etc.) lead time is 25-30 business days.

COVID-19 FAQ

Is your showroom open?

In response to government announcements, we took swift action to temporarily close all our stores. We are determined to do our part to help limit the spread of COVID-19, and the health and safety of our employees and our customers will always be our top priority. Our online store is open and taking orders 24 hours a day, seven days a week, and we are offering quick, non-contact doorstep deliveries for all in stock items.

Can I shop online?

Yes, definitely!Now, more than ever, home is the most important place for us all. Our online store remains open 24 hours a day, seven days a week, and has everything that you’ll find in our stores and more.

Do you deliver?

We are pleased to say that new delivery protocols enabling us to safely follow social distancing requirements are now in place. These are designed to ensure the continued safety of our delivery teams and of our customers – and to ensure that our customers receive their beautiful new furniture as quickly as possible.

For these reasons, deliveries are non-contact and your furniture will be brought to your doorstep or gate. Please note, if you live in an apartment we can only deliver the main door of the apartment building. In most cases the furniture is bulky, so will require two people to lift and carry it in to the home, some self-assembly and disposal of packaging.

Do you have a contact-free delivery service?

Yes, we do. We have developed new delivery protocols that allow our delivery teams to follow social distancing guidelines. Our delivery teams are now able to deliver all in stock items, which do not require professional assembly, directly to your gate or doorstep. This does mean, however, that we cannot come into your home to assemble and install furniture. Self-assembly of some of the items that we deliver will be required.

Are there any products that you are unable to deliver?

We are currently only able to deliver items that are held in stock and do not require professional assembly. They will be marked as IN STOCK so you can select these out specifically. We may also pre-assemble small pieces for you prior to delivery.  

Made to order and preorder furniture will take longer to deliver with estimated delivery times subject to change (in line with government advice for when production can be safely resumed). If you require our full in-home delivery service or the item requires professional assembly, the delivery date may be affected and schedule of assembly will be held off until further notice. We will, of course, update customers on the status of their orders if the delivery time changes.

Can you assemble the items I bought from you?

We are currently practicing social distancing. In-home assembly service has been temporarily paused until further notice to protect the health and safety of our customers, our team and our partners. Customers whose orders are impacted by this change will see their service cancelled and assembly payment will be refunded.

We are still able to provide free assembly for the small furniture pieces, please contact us to request for pre-assembly of furniture prior to delivery.

Now that you’ve started making deliveries, are you able to deliver my order?

If we are able to deliver your furniture we will be in touch very soon to arrange a delivery date and time, there is no need to contact us. We are currently only able to deliver items that are held in stock and do not require professional assembly.

Made to order furniture will take longer to deliver with estimated delivery times subject to change in line with government advice for when production can be safely resumed.

If you require our full in-home delivery service your delivery date may also be affected as we work to accommodate the latest government guidance.

We will, of course, update customers on the status of their orders if your scheduled delivery time changes.

I contacted you recently with a question about my order. When will I hear back from you?

If you’ve recently been in touch with us with a query about your order, please be assured that your issue has been logged with our customer care team. We currently have a reduced customer services team working remotely, so it may take slightly longer to respond, however, I can assure you we will get back to you as quickly as possible.

I contacted you recently with a question about my order. When will I hear back from you?

If you’ve recently been in touch with us with a query about your order or to process a return, please be assured that your issue has been logged with our customer care team. Under normal circumstances, we’d be in touch with you as soon as possible but we have, in the interests of the health and safety of our employees, temporarily paused all support services until we can find a way for our employees to safely work from home. Just as soon as we have that in place, we’ll contact you.

I’m trying to place an order online and need some help. Can I call you?

We’ll be more than happy to assist you. We understand that being comfortable at home is more important than ever before and we’re here to help. Please contact us via Live Chat seven days a week from 10am to 5pm. You’ll be connected with one of our customer service representative who can answer questions about anything you’ve seen in our online store and walk you through the ordering process.