Our Community Update
In response to the COVID-19 situation, below are some answers to your frequently asked questions.
Complying with the advisory for Phase 2 (Heightened Alert) for retail establishments, our stores are still open to serve you with safe management measures in place.
TraceTogether-Only SafeEntry will be deployed to log the check-in of all visitors to facilitate the collection of information for contact tracing when needed.
Only up to 10 pax excluding our retail staff are allowed in the store at each time. Queue management will be implemented to ensure one-metre distancing; we urge you to note the demarcation during your visit.
To provide a safe environment for you and our team, our team will have masks put on properly at all times and will observe high standards of hygiene — we seek your cooperation to also abide by the regulations for a safe and pleasant shopping experience.
We are excited for you to browse our new sustainable and eco-friendly collection in-stores; you may also wish to check it out online in the meantime: Weaving Our Future Heritage.
Yes, we welcome you to book a private appointment with us for your very own custom furniture. Enjoy the SCENE SHANG experience with a peace of mind. Book a 45 minute slot with us at our retail store just for you and your loved one here.
Our retail stores are still open with all safe management measures in place. Collection methods are available at online checkout; we will be in touch with you again as soon as your orders are packed and ready for self-collection.
Kindly note that only up to 3 pax excluding our retail staff are allow in the store at each time. We seek your patience while you wait to be served along the demarcation at the entrance.
You are encouraged to opt for delivery.
For the safety of our team, we have limited the number of staff within our premises at each time and have staggered operating days to process your orders. We are doing our best to have your orders sent out within 2 to 7 working days.
If your items are backordered or made to order, kindly note the production times written on the respective product page. Your order will only be sent out when all the items are ready. Additional charges will apply for split deliveries — to make arrangements, contact us here.
With the increased volume of orders both for our online channels and our logistics providers collectively, delays are inevitable and we thank you for your patience and understanding during this time. To help us, we ask that you ensure your delivery details are correct to prevent further delays and allow us more time to get back to you on enquiries via email, our social platforms and web chat.
Where applicable, we have increased the lead times stated on each product page. While we do our best to ensure the timely fulfillment of your orders accordingly, external factors beyond our control may lead to delays. The lead times are thus not guaranteed and orders may not be cancelled due to delayed fulfillment as written in our terms and conditions.
We understand that there may be delays to renovation works and the completion date of your renovation is uncertain; please let us know in your order notes if you are experiencing this issue and we will adjust our production and advise you accordingly, storage fees may apply otherwise.
Our general exchange policy still applies, you may wish to submit a returns & exchanges request here and our customer service team will be in touch with you soonest.
Have other questions? Read more general FAQs or be in touch with us.
We hope to continue to spread the beauty, joy and peace of home, especially in a time like this. We wish you the best of health and we hope to see you soon.
Stay happy, stay safe.
Yours,
The SCENE SHANG Team