Delivery Terms & Conditions

Order Confirmation

When an order has been placed, an automated email will be sent to you to acknowledge that we have received it. Shortly after the automated email, a representative from the JG CASA sales team will contact you to confirm your order and payment or any problems taking payment from the card or account details you provide during the checkout process. Once your order has been handed over to the carrier for delivery, you will receive a shipment notification email with an estimated delivery date and carrier and tracking detail if applicable. If the order is placed in our showroom, when the order is ready and been inspected our staff will contact you via email, mobile or Whatsapp to set up the delivery date. 

Lead Time

The lead time for customised or out-of-stock product indicated on the website or on your invoice is an estimate. JG CASA will try the best to meet the estimated delivery date. By making a purchase you agree and accept that the order can be ready sooner or later than the stated lead time, and JG CASA shall not be liable or be in breach of its obligations. Due to the current ongoing Coronavirus pandemic situation, lead time may be affected. Additional charge may apply if sea freight is needed. 

Furniture Storage Service

At JG CASA, we agree to provide a free storage service for a maximum of 60 calendar days from the date the furniture is ready. For any storage period extension afterwards, we have the right to charge a storage fee of 2% of the cost of your order’s net purchase per day. Storage fee payment must be settled before delivery. This special arrangement is subject to the space of our warehouse and there is no guarantee we can store your furniture after 60 calendar days.

Shipping & Delivery Charges (Hong Kong)

*The above “Delivery Options & Charges” do not include the following areas: Discovery Bay, Tung Chung, Ma Wan and outlying Islands. An additional HKD 300 is required for delivery to Discovery Bay, Tung Chung and Ma Wan. Our delivery service does not reach outlying islands, however can be delivered to the Central Pier where the customer is responsible for arranging sea transport and loading/unloading as well as the payment for any charges thus incurred. Also, our service does not deliver to boats, yachts or boathouses.

*The above “Delivery Options & Charges” do not include sea freight. With the ongoing Coronavirus pandemic, the normal cross-border logistic is now limited or restricted, and sea freight may be the only possible way to deliver the furniture to you. If sea freight is needed and requested by the customer, you will be required to pay the sea freight cost before we can process the delivery. The sea freight cost depends on the order and will be quoted case-by-case basis.

Stair & Off-Road Buildings or Houses Charges (Hong Kong)

At JG CASA, we want to provide our customers with the best service available. We understand certain buildings or houses require a bit of a walk-up or do not have elevators, especially for over-sized furniture pieces, but do not worry JG CASA has got you covered at a low price. We do kindly remind you to notify us in advance in the comment box when checking out or during your purchase in our showrooms. By any means, if you forgot to mention it, do contact us along with your order number and we will help you accommodate a walk-up.

If you have any hesitation of your furniture not fitting the elevator and/or staircase, please provide us with photos of the elevator and/or staircase and indicate the width and height, distance between the door and the wall, and if there are any obstructions upon entering the elevator and/or staircase such as a fire hose and hand rail that might inhibit the turning radius.

Stair and off-road buildings or houses charges will be applied when items need to be carried up or down over steps inside and/or outside your premise and/ or over 20 meters walking distance from nearest legitimate parking or loading area.

*Under certain circumstances if your furniture does not fit into the staircase, the customer is responsible for the handling cost of returning the items to JG CASA’s warehouse.

*Walk up/ down fee does NOT include for marble dining table products.

Rescheduling Fee

If there is a need to reschedule, please contact us 7 days prior to the communicated delivery date, otherwise an additional delivery charge of HKD 500 minimum may apply. In case no one is at the place of delivery at the agreed time, we cannot leave the items at the door, and we will charge you an amount equivalent to your order’s original delivery cost or more in case of storage.

Shipping & Delivery (Macau, China & International)

At JG CASA, we also offer delivery to Macau, across China and overseas countries. As this will be case-by-case basis, please reach out to a member of our JG CASA team for more information and quotation. 

Shipping & Delivery Policy

Please be advised that customer pick-ups from our warehouse are not available.

Full payment of delivery charges (Standard or Full Service) and any additional charges, which include but not limited to stair, off-road charges are required prior delivery. 

JG CASA shall always contract a variety of professional carriers to deliver the products within the delivery term. Delivery dates communicated in or acknowledged by JG CASA are approximate dates. We will try the best to meet the estimated delivery date. JG CASA shall not be liable or be in breach of its obligations, when delivery is made sooner or later than the communicated delay. If you ordered multiple items, we will gather them to be delivered together to you. However, in case of some items ready before others and you choose to deliver the ready items first, there will be a separate delivery charge for the items that will be deliver later. The delivery charge for this separate delivery will be according to our Standard Delivery fee and the cost of the remaining items.

JG CASA reserves the right to postpone any delivery in the case of production problems affecting the quantity of goods or the quality of goods produced.

In case of any complications with your delivery, JG CASA will be in direct contact with the carrier to resolve the issue as soon as possible with as little inconvenience to you. We will keep you informed of the development of our investigation and where appropriate, deliver a replacement.

In case of any comments and complaints about our delivery service, you are welcome to notify us and we will take them into account to better service you on your next order.

Exchange Policy

We suggest you to inspect the item(s) upon delivery. It is our aim that every item arrives in great condition and we hope you are always delighted with your purchase. In the unlikely event your item(s) of purchase arrived damaged or faulty, please contact us right away and one of our customer service representatives will assist you to resolve the issue. Where possible we will arrange for a new replacement to be sent to you as soon as possible.

We will not refund or replace a product where in our reasonable opinion the product has, following the delivery to you, become of unacceptable quality due to fair wear and tear, misuse, using it in an abnormal way or failure to take reasonable care.

Please do not attempt to return the items before speaking to one of our customer service representatives. You may be responsible for any associate expenses if you do so.

Once the damage has been assessed and approved by JG CASA, our customer service representative will contact you to proceed with the return process. Item(s) must be returned in original packaging. If you have had your item(s) assembled and packaging materials removed, unfortunately we cannot accept an exchange.

In the rare case of a refund, the delivery fee associated with the order will not be refunded.

Changes and Cancellations

Orders are not subject to change or cancellation by the customer other than with the prior written consent of JG CASA once a payment has been made.

In case of any disputes, JG CASA reserves the right of final decision.