Shipping policy

All orders will be processed in the order that they are received and will be delivered as soon as possible or as per the customer's requested timeline.

Delivery and Installation rates are calculated based on the size/weight of the items ordered and the specific delivery address.

TIMING

The Rockwood team will contact you via WhatsApp or call to schedule your delivery in advance.

Klang Valley: All orders are delivered from in either of our two daily delivery time slot: 11am – 2pm or 2pm – 5pm.

Outstation: Orders will be planned to the best of our ability but flexibility will be required due to the unpredictable nature of our highways, etc.

We will endeavour to deliver within the arranged time slot but delays may occur due to traffic, weather, etc.

CARRY-UP SERVICE

Carry-up Service is required for delivery to any location above ground floor without direct, unobstructed lift access. This includes carrying furniture up any flight of stairs within apartments or landed property.

Carry-up service is charged at RM30-150 per item, per every non-lift accessible level. Please note that this service is limited to carrying up a maximum of 3 storeys/flights of stairs.

If you require carry-up service but have not arranged for it, please call our customer hotline or send a request via our Contact Us page. Kindly ensure we are notified and have acknowledged your request at least 3 business days before your delivery date (the 3 business days cannot include the day/date you inform us).

For Outstation deliveries, we will request information about the delivery location before we set off for the delivery. If the location details differ significantly from the information previously shared and we are unable to deliver with the staff available there may be extra charges based on the updated requirements.

We agree to deliver goods to you on the understanding that reasonable access is available. It is your responsibility to check measurements to ensure your items will fit through the doorways or passageways leading to your delivery location.

If there are obstructions to direct lift access experienced during delivery, the Delivery Team will assess whether it is possible to perform carry-up service on the spot (and bill the charges later) or to reschedule delivery. This is dependent on the number of items to be delivered, manpower, hazard assessment as well as other operational considerations. If the Delivery Team determines that delivery has to be rescheduled, there will be another delivery fee, including the appropriate Carry-Up fee.

Rockwood reserves the right to refuse or cancel carry-up service for any item that exceeds 80 kg or 1.5m3 due to hazardous risk (see section on ‘Right to Refuse or Cancel Delivery due to Hazardous Situations’). In such a case, you have the option to self-carry the item. However, Rockwood will not be liable for damages incurred. Alternatively, you may choose to return this item and request for refund.

CANCELLATION PRIOR TO DELIVERY

If you wish to change your delivery timing, you may do so at no charge before 5 working days of the original scheduled delivery date. Rescheduling within 5 working days of original scheduled delivery date may incur a restocking fee of RM50-200 per item.

If you cancel the delivery after the agreed delivery time, there will be a restocking fee of RM50-200 per item plus a new delivery charge.

Outstation: Please note that the delivery schedule for outstation deliveries is much less frequent than inside the Klang Valley so any cancellation could lead to a delayed delivery of several weeks.

Rockwood Furniture KL Sdn Bhd will ensure all goods are delivered and received in good order. Any damage reported after the delivery has been signed off will be considered the responsibility of the customer.

RIGHT TO REFUSE OR CANCEL DELIVERY DUE TO HAZARDOUS SITUATIONS

Rockwood reserves the right to refuse or cancel delivery/fulfilment of any add-on service in any of the following situations:

If reasonable access is unavailable or if it becomes hazardous (i.e. items prone to damage on narrow stairway, obstruction of passageway)
If a carry-up service or disposal service is required and the item exceeds 80kg or 1.5m3. In such a case, you have the option to self-carry the item. However, Rockwood will not be liable for damages incurred.

In the event that the delivery of your items or the fulfilment of any add-on service is cancelled, all items returned to us will be restocked and you will be refunded the value of your order, minus the delivery and restocking fees.

INCORRECT DELIVERY ADDRESS

All unsuccessful delivery orders will be returned to our distribution centre and restocked. To reschedule for a delivery to the correct delivery address, we will contact you to arrange for the next available delivery with a restocking fee of RM50-200 per item plus and new delivery charge. If your order was eligible for free delivery then you will be charged the restocking fee and the standard delivery fee for your order.

DELIVERY RESTRICTIONS OR REFUSAL OF ENTRY BY BUILDING MANAGEMENT

Some addresses have delivery restrictions. This is especially for condominiums, private apartments and offices located in the central business district (CBD). Please check with your building management if there are any delivery restrictions before confirming your delivery details with us, so that we can make the appropriate arrangements in advance.

Some common delivery restrictions include:

Vehicular height limits
Parking restrictions
Cut-off time for deliveries
Forms, deposits or lift padding required (note: our delivery team will not be able to assist with putting up lift padding)

You are required to place any deposit to the building management for moving goods into their premises if necessary.

Should your building management reject admittance of our delivery team, delivery will be rescheduled (please ensure permission is obtained by your building management for the new delivery date) with a restocking fee of RM50-200 per item plus a new delivery charge.

DELAYED DELIVERY DUE TO UNFORESEEN SITUATIONS

In the event of delay in shipment due to unforeseen situations, Rockwood reserves the right to reschedule the delivery, subjected to the availability of delivery slots.
No specific time of delivery can be provided. A time frame will be advised but cannot be guaranteed.
Rockwood shall not be liable for any consequences or any loss suffered or expenses incurred (whether direct or indirect) due to the delay in the shipment / delivery of the goods and no such delay shall entitle the customer to treat this agreement as being repudiated by Rockwood or to any comparison.
If you wish to change the date of delivery, please inform us at least 5 business days in advance.

STORAGE POLICY

Rockwood will provide up to 1 month free storage from the estimated delivery date. After the 1 month free storage period, storage charges will be at 5% of the item value per month. To request for storage, please send a WhatsApp message once you have completed check-out

Rockwood will hold and store furniture for and on behalf of our customers with two key provisions:

the furniture is held at the customer's own risk, and
the Warranty and Returns Policy starts from the date payment is received/storage begins.