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Customer Service

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Refund

Houseware: Kindly visit our store at ION Orchard #04-21, and our friendly staff will assist you with your refund.

Furniture and other bulky items: Kindly fill in the Online Refund and Exchange Form, and we will reach out to you in 2 to 3 working days.

Refund to be made within 14 days from the date of collection or delivery.

Refund is applicable to regular-priced items only.

All items ending with 50 cents are final sale.

All delivery fees are non-refundable.

For furniture and other bulky items, there is a chargeable restocking fee starting from 18% of the price you paid for the item.

The restocking fee is subject to the condition of the item at the point of collection.

Refunded Amount = Final Paid Price (excludes first delivery fee) - Collection Fee - Restocking Fee (starting from 18% of Final Paid Price)

Non-refundable and non-exchangeable items include: Mattresses, Pillows, Cushion Covers, Inserts, Bedding Linens, Towels, Mats, Bathroom Accessories, other hygiene-related products, and any used cookware.

Crate and Barrel reserves the right to reject any returns if the item does not meet all of the above conditions and if it's no longer in an acceptable condition due to wear and tear, misuse, abnormal usage, etc.

Refund Process

Kindly fill in the Online Refund and Exchange Form, and we will reach out to you in 2 to 3 working days with the best available timing for us to pick up the item. 

Please be reminded that returns with items that do not meet the Return Eligibility conditions will be rejected. 

After the items are returned to our warehouse, your refund will be processed. 

It takes 14 to 21 working days upon the collection of items for your refund to be credited back into your preferred account.

Exchange

Houseware: Kindly visit our store at ION Orchard #04-21, and our friendly staff will assist you with your exchange.

Furniture and other bulky items: Kindly fill in the Online Refund and Exchange Form, and we will reach out to you in 2 to 3 working days.

Exchange to be made within 14 days from the date of collection or delivery.

Exchange is applicable to regular-priced items only.   

All items ending with 50 cents are final sale.

For furniture and other bulky items, there is a chargeable restocking fee starting from 18% of the price you paid for the item.

The restocking fee is subject to the condition of the item at the point of collection.

Non-refundable and non-exchangeable items include: Mattresses, Pillows, Cushion Covers, Inserts, Bedding Linens, Towels, Mats, Bathroom Accessories, other hygiene-related products, and any used cookware.

Crate and Barrel reserves the right to reject any exchanges if the item does not meet all of the above conditions and if it's no longer in an acceptable condition due to wear and tear, misuse, abnormal usage, etc.

Exchange Process 

Kindly fill in the Online Refund and Exchange Form, and we will reach out to you in 2 to 3 working days with the best available timing for us to pick up the item. 

Please be reminded that exchanges with items that do not meet the Exchange Eligibility conditions will be rejected.

Cancellation

If you would like to change your order before collection or before it is shipped out to you, we’ll gladly process it at no additional cost to you. 

Cancellation or change of order must be made 3 days in advance from the date of collection or delivery to avoid incurring any costs.

Delivery policy

All delivery fees are non-refundable.

Orders must be delivered within 30 days from the date of purchase otherwise, storage fees will be applied.

Storage fees accrued will be added to the balance due of the order, and it is to be paid before collection or delivery.

You are responsible for arranging building access and verifying all entry measurements. If the furniture does not fit into the elevator and needs to be transported via stairs, kindly refer to our add-on charges below.

We encourage you to schedule your delivery on a day that you are available to avoid any rescheduling fee. If you need to reschedule your delivery, please call our customer service team 3 working days before the delivery date.

In the event of a missed delivery, a new delivery date will be arranged.

For furniture and other bulky items deliveries, a rescheduling fee for missed delivery costs $90 per trip.

Delivery types

Drop and go: Standard delivery service. Please note that this service does not include assembly or removal of packaging.

Delivery with assembly: This service includes assembly, placement, and removal of unwanted packaging. Recommended for furniture and other bulky items deliveries. Please note that this service does not include the removal of your current furniture.

Platinum service: This service includes assembly, placement, removal of unwanted packaging, and assistance of an on-site stylist. To be eligible for our Platinum Service, you will have to sign up for our Crate&Barrel Rewards program here.

Non-furniture orders: Our delivery partner will notify you once your order is ready for delivery. 

In-stock furniture and other bulky items orders: Our customer service team will contact you to schedule your delivery.

Pre-orders: Our customer service team will contact you to schedule your delivery once your order has arrived at our warehouse.

Add-on charges

Staircase fee: You are responsible for arranging building access and verifying all entry measurements. If the furniture does not fit into the elevator and needs to be transported via stairs, a separate delivery arrangement needs to be scheduled, with a second delivery charge of $90.

Staircase fee: Unless necessary and deemed safe, additional charges of $25 per level per carton/package will be applied accordingly.

Rescheduling fee: You may reschedule your delivery with no additional charges with a minimum notice of 3 working days (Monday to Friday, 9am to 6pm. Excluding Public Holidays) before the delivery date.

Rescheduling fee: If you would like to reschedule for a second time, there will be a rescheduling fee of $50 thereon.

Storage fee: If your order value is less than $1,000, the storage fee will be $50 per item per month, and if your order value is more than $1,000, the storage fee will be 5% of the item price, per item per month.

Storage fee: Rates are not pro-rated, and we will charge for the entire month.

Self-collection

You will receive an email notification when your order is ready for pick up at our Crate and Barrel ION Orchard stockroom #01-07, located behind Bottega (on the right side of the lift).

Upon arrival, kindly ring the doorbell, and our staff will attend to you accordingly.

You may pick up your order at our Crate and Barrel ION Orchard stockroom #01-07 daily from 11am to 8pm.

Please collect your order within 7 days from the date you receive the "ready for pick up" email notification. Orders not picked up within 14 days will be cancelled and payment refunded.

Care

At Crate and Barrel, our furnishings are made for everyday living. Our collections are thoughtfully designed with high-quality materials and construction methods to meet the demands of an active home.

With simple and regular care, your new purchase should be right at home for many years to come. We suggest you keep this guide handy for quick, easy reference. If you have any further questions, one of our knowledgeable associates will be glad to assist you.

Upholstery

Rotate cushions and pillows weekly to distribute wear. 

Vacuum upholstery weekly using the upholstery attachment and crevice tool of your vacuum to remove loose particles. 

To read more, please click here.

Slipcovers

Brush or vacuum at least once a month. 

Rotate cushions and pillows regularly. 

To read more, please click here.

Leather

Clean periodically with a dry cloth to remove residual dust and prevent dirt buildup.

Leather furniture should be protected from exposure to sunlight and heat, which may cause the leather to fade or lose its soft, supple feel.

To read more, please click here.

Wood

The care of wood furniture varies according to the wood type and finish and the function of the piece.

Please consult your sales associate for more specific care guidelines, as some collections have supplemental care instructions for long-term maintenance. 

To read more, please click here.

Metal

Dust regularly with a soft, dry cloth. 

Do not use harsh chemicals or abrasive cleaners, as they can damage the finish. 

Iron or steel frames will rust if the finish is scratched or if your furniture is exposed to excessive humidity, particularly in saltwater locations.

Natural fiber

Dust regularly with a soft, dry cloth. 

Do not use harsh chemicals, abrasive cleaners, or silicone- or alcohol-based agents on any woven material. 

To read more, please click here.

Other materials

Bluestone/Limestone, Concrete and Marble.

To read more, please click here.

Rugs

Wool 

Vacuum regularly. 

For the first two to three months, additional vacuuming without the beater bar turned on (or with the highest pile setting) may be necessary to manage the normal shedding that occurs.

Blot spills immediately with a clean, absorbent white cloth. 

Rugs should not be saturated with cleaning solvents or scrubbed excessively. 

We suggest using products designed specifically for wool or dry extraction powders such as Host. 

For best results, periodic professional cleaning is recommended. 

Shag rugs will continue to shed for their entire life. 

Loose tufts should be cut, not pulled. 

Rotate the rug periodically to help reduce uneven wear. 

Avoid placing rugs in direct sunlight to prevent fading over time. 

A rug pad is recommended for all rugs. 

If the intended use is over carpeting, our Multisurface Rug Pad is recommended.

To read more, please click here.

Hair-on-Hide

Vacuum regularly without the beater bar (or highest pile setting) to extend the life of the rug. 

Rotate periodically for even wear. 

Professional dry extraction cleaning is recommended. 

Our Multisurface Rug Pad is recommended. 

To read more, please click here.

Curtains

For care instructions, see the label attached to the curtain or view the product page at crateandbarrel.com.

Bedding

Mattresses/Box, Care and Cleaning, Mattress Pads/Pillow Protectors and Duvet Inserts/Pillows.

To read more, please click here.

Outdoor furniture

Metal, Wood and Other Materials.

To read more, please click here.

Feather/Down policy

Crate and Barrel develops and purchases products that contain feathers and down. 

Feathers and down are efficient insulators and are known for retaining their loft as much as three times longer than synthetic material. 

To read more, please click here.

Warranty policy

At Crate and Barrel, we stand behind the quality of our products and want every purchase to be a positive experience.

Warranty periods vary by product, commencing from the date of delivery.

During the warranty period, if a product is deemed defective due to a manufacturing defect, Crate and Barrel will repair or replace it at Crate and Barrel’s sole discretion.

This warranty covers the repair or replacement of any product with a manufacturing or material defect that is not the result of normal wear and tear, or a natural characteristic of the material used.

This warranty does not cover any product modification by the consumer or other parties not authorised by Crate and Barrel.

This warranty does not cover items marked as ‘AS-IS’ or any form of display items at the time of purchase.

This warranty excludes third-party brands and products.

This warranty does not cover items not purchased directly from Crate and Barrel. 

This warranty does not cover but is not limited to, the following: negligence, abuse, normal wear, and tear, or accidents: including (but not limited to) burns, cuts, scratches, tears, scuffs, watermarks, indentations, or damage from pets, moulding due to bad air ventilation, damage caused by unreasonable or incorrect use, failure to provide proper care and maintenance, normal fading due to lights or sunlight, corrosion or damage caused by contact with unsuitable chemicals or materials, or damage to upholstery and frames due to obvious vandalism such as cuts or graffiti.

How do I sign up for the Crate&Barrel Rewards Program?

The Crate&Barrel Rewards Program is free for all to join, and you can create an account here

You’ll be assigned a tier — either Silver, Gold, or Platinum — and a list of benefits based on your purchases made in the last 12 months under this account. 

How do I earn points?

You can start earning points by signing up with Crate&Barrel Rewards, completing your profile, referring a friend (if it’s a successful referral!), and more. For every S$1 spent online or in-store, you earn 1 point!

*Note: Points earned are based on your total paid amount; excludes discounts, use of gift cards, and store credits. 

When will my points expire?

Your points will expire after 12 months — no matter what loyalty tier you’re currently at. 

For example, if you earned 500 points on 1st January 2021 and 200 points on 15th May 2021, your points expiration dates are as follows: 

Points expiring on 31st December 2021: 500 points

Points expiring on 14th May 2022: 200 points

When will my tier status be changed?

Silver: Your tier status will never expire.

Gold: Your tier status will be downgraded to Silver if you do not hit the accumulated spend of $500 over a 12-month period from the date you joined the Gold tier. 

Platinum: Your tier status will be downgraded to Gold or Silver if you do not hit the accumulated spend of $5,000 (for Platinum) or $500 (for Gold) over a 12-month period from the date you joined the Platinum tier. 

Your tier status will be upgraded once you hit the minimum accumulated spend over a 12-month period. 

Can I sign up for the Crate&Barrel Rewards Program in-store?

Yes, you can. Head to one of our available tablets in-store to create your account online. You can always approach our friendly retail staff for help!

Interior styling services

It costs $150 to engage our Interior Stylist.

If you make a minimum purchase of $1,000 with our Crate Styling Centre, we will waive off the $150 consultation fee.

Personalised services

Personalised services are chargeable per item.

Once the service has been performed, it is final.

Our in-store personalised service include monogramming and engraving.

Crate & Barrel products that can be monogrammed on: Plates, glasses or any flat surfaced products.

Crate & Barrel products that can be engraved on: Towels, blankets and pillowcases.


Feel free to drop us a message on our live chat if you're any queries or reach us directly at
customerservice@crateandbarrel.sg and we can assist you further!

Gift Cards

To check your Gift Card balance, kindly write in to customerservice@crateandbarrel.sg.

You can check your e-Gift Card balance here.

All gift cards have a validity of 1 year and can be used online and in-store.

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