FAQ
Frequently asked questions (FAQ)
General questions
We don’t have a physical showroom, which helps us reduce overhead costs — and we pass those savings on to you. Chat with us anytime to see real product photos.
Yes, for certain products! Please send us the model and your requirements as detail as possible. Our team will do their best to make it happen.
Yes! We provide disposal service at a fee.
Please send us a photo of the item in advance for a quotation.
Disposal must be arranged before delivery.
On-the-spot disposal may be possible, but it is subject to available truck load capacity and will be charged accordingly.
We currently accept the following payment options:
Bank transfer / PayNow
Credit or debit cards: Visa, Mastercard, American Express
GrabPay
PayPal
ShopBack
Instalment payment plans: Atome and American Express
Please note that cash on delivery is not accepted.
About my order
Our team will contact you via call, SMS, or WhatsApp to arrange a delivery date and time window. You will usually be contacted 1–5 days in advance of your delivery.
If you’re unsure, feel free to contact our customer support team at hello@nico.sg
Please note: All lead times are estimates and may be affected by external factors such as shipping delays or weather conditions.
We are able to hold your order for up to 3 months from the time your items arrive at our warehouse. When you are ready to receive them, please inform us and we will schedule the earliest possible delivery date. If you require storage for more than 3 months, kindly write to us at hello@nico.sg, and our team will review your request and advise accordingly.
If you’d like to change or cancel your order, please email us at hello@nico.sg with your order number within 24 hours of placing it. Cancellations after 24 hours unfortunately cannot be accommodated.
You may change your delivery address by writing to us at hello@nico.sg with your order number and new address at least 1 working day before your scheduled delivery. Our Customer Support team will update the system for you.
Please note that all deliveries are routed back-to-back based on location. If the new address falls outside of the planned route, your delivery will be rescheduled to the next available date. We seek your understanding that we are unable to accommodate last-minute address changes. Once your order has been dispatched, NICO reserves the right to reschedule the delivery if a last-minute change of address is requested.
Important: Should the first delivery attempt fail due to an incorrect delivery address provided, a flat redelivery fee of S$60.00 will apply for the second attempt.
Delivery
Yes, all orders above $300 qualify for free delivery within Singapore. For orders below $300, a delivery fee of $60 will apply.
We deliver from
- Monday - Friday 10.00am - 6.00pm
- Saturday 10.00am - 1.00pm
Deliveries are not available on Sundays and public holidays.
We’re unable to confirm a fixed delivery date or time before your order is ready. However, once your order is ready, you can choose a delivery date based on availability. As our delivery team has other deliveries to attend, we cannot guarantee specific time slots such as 10:00 AM or 3:30 PM. Instead, a delivery window like 10:00 AM–2:00 PM or 2:00 PM–6:00 PM will be provided.
*Should there be any unforeseen delay (i.e. bad weather or bad traffic) to your schedule, our delivery team will also keep you updated on the day itself.
Yes. If an item needs to be carried up without an elevator:
A standard fee of S$10 per item per flight of stairs applies.
Fee is payable in cash directly to the delivery team before the items are brought up.
Fees also apply to stairs within landed properties, HDB maisonettes, and for disposal services.
What happens if the elevator cannot be used?
If our delivery team cannot use an elevator—such as when:
The furniture does not fit, or
No working elevator is available
NICO reserves the right to cancel the delivery. In this case, your order will be refunded minus an 20% processing fee.
Can I still get my items delivered via stairs?
In some cases, our team may determine—at their sole discretion and with your agreement—that delivery can be safely carried out via staircases. If so:
The staircase fee of S$10 per item per flight applies.
Safety is our top priority, and our team will ensure the items can be moved without risk to both the delivery personnel and your property.
Other Important Notes
Fees apply to all non-lift accessible floors, including within landed properties or HDB maisonettes.
Staircase charges also apply for furniture disposal services.
NICO reserves the right to cancel any delivery or disposal service if it is deemed unsafe or not feasible. A full refund will be issued in such cases.
By proceeding with delivery via stairs, customers acknowledge and accept these terms.
This policy ensures the safety of our team and the protection of your property, while providing a clear, upfront understanding of fees and procedures.
If no one is available to receive your delivery during the scheduled window, the items will be returned to our warehouse and considered a failed delivery. A redelivery fee of S$60 will apply for the second attempt, even for items that originally qualified for free delivery, and this fee is non-waivable.
Returns & exchanges
We’re sorry your item didn’t arrive in perfect condition. We are happy to arrange a prompt replacement or repair for you.
Please email us at hello@nico.sg with a photo and/or video of the defective part(s), and our Customer Support team will follow up with you immediately.
At NICO, we understand that sometimes a product may not meet your expectations or fit your home perfectly, which is why we offer a 14-day no-questions-asked return policy.
To qualify for a return:
The item must be returned within 14 days of delivery.
The product must be unused, undamaged, and in its original packaging.
Non-returnable items:
Custom-made or customized products.
AS-IS or clearance items, and sale items.
Mattresses, bedding, and hygiene-related products.
Products requiring on-site assembly (e.g., bedroom sets, modular wardrobes, bed frames).
Return Process:
The date and time for the pickup of the item(s) you wish to return will be arranged by NICO and allocated based on the availability of our logistics resources.
Unless prior approval has been obtained from NICO Furniture Pte. Ltd., we are unable to accommodate return requests made directly at our warehouse.
Return Fees & Refunds:
A return collection fee of $60.00 will apply.
A restocking fee of 20% of the final price paid or $50.00, whichever is higher will also be deducted.
Refunds will be processed back to your original payment method within 14 working days after the returned item has been collected, inspected, and approved.
Refund Calculation:
Refunded Amount = Final Paid Price – Delivery Fee – Other Fees (if any) – Restocking Fee (20% of final paid amount)
| Final Paid Price | Delivery Fee | Payment Method | Other Fees (4% + $1) | Restocking Fee (20% or $50) | Refund Amount |
|---|---|---|---|---|---|
| $100 | $0 | PayPal | $5 | $50 | $45 |
| $200 | $0 | Credit Card | $9 | $50 | $141 |
| $500 | $60 | Credit Card | $21 | $100 | $319 |
| $1,000 | $60 | Credit Card | $41 | $200 | $699 |
| $1,500 | $60 | PayPal | $61 | $300 | $1,079 |
Where:
Delivery Fee: Original delivery fee (if applicable) is non-refundable.
Other Fees: If you paid using PayPal / Credit Card / Debit Card, a 4% + S$1 transaction fee will be deducted.
Restocking Fee: 20% of the Final Paid Price or S$50, whichever is higher.
Important Notice:
NICO Furniture Pte. Ltd. has the full discretion to decide whether any item is in a condition suitable for return and reserves the right to reject any returns if they are deemed unfit for return due to wear and tear, misuse, abnormal usage, etc.
We don’t accept exchanges at the moment. If you’d like to change your item after delivery, it will be processed as a return instead. The item you wish to exchange can be returned for a refund (based on our return policy), and you may then place a new order for the item you prefer.
For example, if you ordered the wrong size table, you can return it for a refund and then place a new order for the correct size.
Warranty
We’ve got you covered! All our products come with a 1-year warranty against manufacturing defects, starting from the day your item is delivered. Your peace of mind is our priority.
No registration is needed! Your product warranty is automatically registered with us from the moment of delivery.
Email hello@nico.sg with a brief description of the issue and any relevant photos or videos. Our support team will get back to you within 3-5 working days to help resolve it.
