cox

Shopping Process

 

  1. Select your product
  2. Add to shopping cart
  3. Login as a member/non-member to make a purchase
  4. Enter purchase information and submit order
  5. Confirmation email will be received
  6. Order placed, waiting for delivery

*Payment must be completed within 24 hours, otherwise the order will be automatically cancelled.

Delivery and installation fees are NOT included in product prices (unless otherwise promoted); please contact our store staff for details on the fees. You will be contacted by our courier(s) on the delivery day of your purchased goods (hereafter “Product”). Please arrange necessary details for pick-up with our courier via phone. Our delivery and installation service (hereafter “Delivery Service”) is not available for unfixed addresses, restricted areas, unconnected islands, warehouses, and/or locations that can only be accessed via terrace rather than the staircase. Orders will be delivered to the address provided by the customer when placing their order. An order can be delivered to one address only. If you wish to send orders to multiple addresses, please place a separate order for each address.

 

Additional Service Fees

 

  • Delivery Service is provided between 10 am and 8 pm, Monday – Saturday, except holidays. The delivery itinerary needs to be arranged in line with the route of the travel area, it is unable to specify the delivery date and time. Additional Service Fee of HK$300 may be charged for scheduling the Delivery Service at a specified date and time.
  • Additional Service Fee is added to non-ground floor addresses with only stair access; HK$100-150 is charged per floor for each Product (5 steps are counted as one floor).
  • Additional Service Fee may be charged at the time of delivery by the courier(s), if 1) wooden boards must be laid for the lobby/walkway, and/or 2) the courier vehicle is unable to reach the delivery address requiring additional travel by foot of 50-metre or more than 3 minutes.
  • Additional Service Fee may be charged at the time of delivery, if the road and/or indoor passage is too narrow and/or is blocked, and the product must be lifted high and/or stuff must be removed/ to be delivered to the designated location.
  • All Additional Service Fees mentioned above will be collected in cash on site by the courier(s). Please contact our store staff ahead for details.

Storage Fee

 

  • Should customers fail to collect the items within 2 months from the product arrival date, Storage Fee of HK$1,000 per month for each item will be charged. The fee is paid before delivery. Please contact our store staff ahead for details.

Precautions

 

  • Please contact us 48 hours before the delivery date to change or cancel the appointment; Additional Service Fee of HK$200 will be charged for late date changes and/or cancellations.
  • The courier(s) may retrieve the Product without refunding the payment should the customer refuse to pay the Additional Service Fees mentioned above. Additional HK$200 will be charged for setting up a new appointment.
  • In cases in which the delivery address provided by the customer is not deliverable and must be returned due to 1) security issues or otherwise and/or 2) a 15+ minute delay or no-show of the Product receiver, the courier(s) will cancel the delivery at their own discretion. Additional HK$200 will be charged for setting up a new appointment.
  • Before the delivery appointment, please ensure that large Products can be passed or entered through the following locations: including but not limited to building entrance, lifts, main house entrance and room doors. Failure of prior survey of these entrances may result in Additional Service Fees, delivery of Product outside the unit or building, and/or removal of 7-day warranty service.
  • Please contact our customer service staff about Additional Service Fee ahead of the delivery appointment date should customer have stairs or slopes for products to be moved. Failure to inform such conditions while placing order, 1) the Fees may be charged on the spot, 2) the Product may be delivered outside of the unit or building, and 3) 7-day warranty service may be removed.
  • Please consult our customer service staff about the Fee when placing order if wall bracket installation is required for fixing furniture on wall. Our staff will bring along necessary tools during delivery. For on-site request without prior notice, the wall bracket installation Fee will be HK$200 each. Our staff may refuse any ad-hoc request on the spot due to tight schedule or lack of proper tools.
  • Please note that the last-mile Delivery Service is a holistic process from transport, delivery to installation. Should customer decide to move the Product personally to avoid Additional Service Fees, e.g. for the stairs and/or furniture dolly, the rest of the delivery process will also be completed by the customer on their own responsibility. 7-day warranty service would be removed.
  • Friendly reminder: although the Product will be handled with care during the delivery and installation by the courier(s), we recommend that customer keeps fragile furniture or objects in the house safe and provides protection for walls and flooring.
  • To fit in the furniture, please allow at least 3cm space on each side at the assigned location. (More space is needed for sofa, bed, wardrobe or other large size furniture’s installation, please contact us for details.)

Refund Policy

 

The general turnaround time for getting your furniture is 1-4 months. This is subject to change depending on the availability of the furniture at the manufacturer.

 

Customers should inspect the order when it arrives at your home to make sure that the order is completed and the item(s) are undamaged by their journey.

 

COX is not responsible for any damage done to your home (walls, carpet, doorways, etc.) while furniture is being delivered.

 

If you would like to cancel your order for any reason, please notify COX immediately. If the item(s) have already been loaded on a truck or have shipped, the order cannot be cancelled.



Return and Exchange Policy

 

Customers are entitled to return or exchange for a major failure and for compensation for reasonable loss or damage. A 10% restocking fee and a redelivery fee will be applied to merchandise that is returned or exchanged for reasons other than the manufacturer’s defect or damage. We accept product returns within 5 days after delivery. COX does not carry any warranty or guarantee on any of its products after the 5 days of return and exchange period whether the fault of the customer or the manufacturer. Only significant problem item(s) should be returned. Please do not refuse complete orders over one item. Merchandise could be returned and exchanged only once.



Return and exchange procedure:

 

Inform our customer service within 5 calendar days after the date of receiving the item(s) by sending an e-mail to hi@cox.hk to explain with supporting photos showing all the damages discovered.

 

Once the return or exchange is accepted by COX. Customers have to return:

 

(i)  The item(s) that the client would like to return or exchange

 

(ii)  The original receipt AND

 

(iii) Item(s) in its original intact package



All return orders are restricted to the following conditions:

 

(i)  Deviation of color is not a valid reason for the guaranteed return.

 

(ii)  COX does not accept returns, cancellations, or exchanges for special order furniture as this merchandise is made to your specifications.

 

(iii)  It is the customer’s responsibility to ensure furnishings fit through all interior structures and into the desired space.

 

(iv)Returned items can only be exchanged with items of the same color and product model in accordance with the original order.

 

(v) All delivery fees are non-refundable.