We do not have a showroom. This is so that we can cut out retail overheads (such as salesmen commission, showroom rental etc) and pass on the savings to you!
Do you deliver on weekends and public holidays?
We only deliver on Monday to Saturday, excluding PHs.
Where can I find the measurements of the products?
The product measurements and dimensions can be found in the product description and images.
What is the difference between Japan and Singapore Size mattress?
The difference is in the measurements below:
Japan Size:
Single (JP): 195cm x 97cm
Semi Double (JP): 195cm x 120cm
Double (JP): 195cm x 140cm
Singapore Size:
Single: 190cm x 91cm
Super Single: 190cm x 107cm
Queen: 190cm x 152cm
King: 190cm x 183cm
Can I fit my SG size mattress on a Japan Size bedframe?
We do not recommend that you pair a Singapore size mattress with a Japan size bedframe or vice versa. It can harm the longevity & structure of the bed frame and the mattress. Please choose the correct size for the perfect fit.
What are built to order items?
Built to order items are customized to your liking and include size & color options. They’re manufactured after your order is placed and require an estimated lead time of 30 days for delivery. Since they’re customized items, they cannot be returned, exchanged, or cancelled.
Which Nuloft products are built to order?
Our storage beds are customized and built to order.
Delivery Questions
Where can I find the measurements of the products?
The product measurements and dimensions can be found in product additional information, product specs, product description and images.
When will I receive my order?
Shipping time varies by product.
Mattresses will be delivered within 2 hours if you make your order between 10am to 4pm, Mondays to Friday (excluding public holidays). Alternatively, your order will be delivered from 10 am on the next business working day (excluding weekends and Public Holidays).
Bedsheets and bedding products are delivered in 3-5 working days from date of order.
Our bedframes are custom made & built to order & require a lead time of 30 days for delivery.
Do you deliver to all parts of Singapore?
We don’t deliver to these areas:
Airport Cargo Road
Airline Road Jurong Island
Khusu Island
St.John’s Island
Pulau Ubin
Pulau Tekong
Rifle Range Compound
Queenstown Remand Centre
Kaki Bukit Prison School
Singapore Prisons Quarters
Tanah Merah Prison
Police KINS Training Camp
Changi Prison Complex Cluster B
Changi Prison Complex Cluster A
Changi Air Base (West)
ASL Shipyard
PPL Shipyard
Jurong Port
Tuas Naval Base
Jurong Shipyard
Tuas Power Station
Tengah Air Base
Admiralty West Prison
Sembawang Prison
Do you deliver to Sentosa for free?
No, there’s a surcharge of $30.
I have provided the wrong delivery address; can I change it?
Yes, you can change it if the order has not been shipped. Please get in touch with our customer service team.
Can I self-collect the items?
The products you ordered may not be available for self-collection. Please check with our customer service team.
What is staircase delivery?
Staircase delivery means that the item(s) you’ve ordered had to be delivered via the stairs.
Usually this happens when the delivery crew is unable to send the furniture to your location through the elevator. (eg. the furniture is unable to fit into the elevator, the elevator is not operational, the building management denies us access to the lift)
Nuloft will at our sole discretion access the feasibility of the furniture to be carried up the staircase in a non-hazardous manner, for an additional fees.
What’s the charges for staircase delivery?
Staircase delivery levies additional charges of $10 per item, per floor.
I need my items urgently; can you deliver it the next day?
We review each urgent delivery request individually. Please let us know what items you require delivered and we will get back to you if it is possible.
How much is the redelivery fees?
Redelivery fee is SGD50.
How will I be contacted on my delivery schedule?
You will receive a call or an SMS on your delivery schedule within 1-2 working days from date of order.
Do you deliver to condos?
Yes, we do deliver to condominiums & landed properties.
What are the restrictions I need to take note on bulky delivery to condominium?
You may want to check with your condo management on the delivery timing and days for bulk delivery. Majority of condominiums don’t allow night deliveries and deliveries during the weekends.
What if no one is around to receive the order during the delivery day?
We will have to mark the delivery as failed. Do note that redelivery fees of SGD50 will apply.
My delivery is today, and I can’t receive the item due to an emergency, what should I do?
Please inform our customer service team as soon as possible. Do note that once the the item is shipped out, redelivery fee of $50 will be applicable.
My house is not ready, can I receive my delivery at a later date?
We have a free holding period for 60 days from date of order. If you require to reserve for a longer period of time, you will require to make non-cancellable/ refundable full payment in advanced and we have a holding fee of $29.90 per additional month or part thereof.
What happens if my delivery is failed?
Our customer service agents will reach out to you to advise the next course of action. Do note that a redelivery fees of SGD50 will be applicable.
My lift broke down during the delivery day, what’s going to happen next?
We may have to deem the delivery as failed. Unless the item(s) can be brought up to your premises via staircase, in such cases staircase delivery fees will be applicable. (Please refer to staircase delivery).
Order Questions
I need to make amendments to my order, what should I do?
Please contact our customer service team so we can assist you accordingly!
What modes of payment are available?
The available modes of payment are:
Credit/ Debit Card via Paypal (No Paypal account required)
PayNow – Order is only confirmed after PayNow screenshot is provided to us. Delivery lead time starts from the order confirmation date.
Bank Transfer Payment – Order is only confirmed after bank transfer slip is provided to us. Delivery lead time starts from the order confirmation date.
Returns & Refunds
What products are eligible for 120-day free returns?
Big decisions shouldn’t be made in a rush. Try our mattresses for 120 nights. If it’s not for you, return the mattress for a full refund. All requests for returns should be made within 120 days from the date of delivery. Email us at [email protected] so we can assist you with the return process.
What products are eligible for 14-day free returns?
Shop our bedding products stress free. Try our bedding products for 14 nights. If it’s not for you, return the bedding item for a full refund. Products that qualify for our 14 Nights Bedding Trial:
Nuloft Bedsheet Sets
Nuloft Pillowcases
Nuloft Bolster Cases
Nuloft Dreamer Microfiber Duvet
Nuloft Pillow
All requests for returns should be made within 14 days from the date of delivery. Email us at [email protected] so we can assist you with the return process.
What items are eligible for returns?
We offer one-time free return on mattresses and bedding products. For all other products, the following policy applies:
All products are eligible for returns EXCEPT for the following purchases:
Clearance/ As-is Products/ Set offers
Customized/ made-to-order Products
Products that require on-site assembly
Products that are not in new and unopened condition
Products that have been removed from their original packaging, stained, used, washed, torn, dented, discolored, damaged and/or with traces of fragrance or odours
The products must be in resalable condition, unused and undamaged with their original packaging fully intact. Nuloft has full discretion to decide whether any item is in a condition suitable for return and reserves the right to reject any returns that we deem unfit for return.
How is my refund calculated?
The refund will exclude fees paid for (where applicable):
Delivery
Assembly
Delivery Location
Delivery Timing
Staircase delivery
We levy a restocking fee* amounting to 18% of the price you paid for the item or a minimum fee of $40, whichever is higher. You will be refunded the below amount:
Refunded Amount = Final Paid Price – Delivery Fee – Other Fees (If any) – Restocking Fee (18% of Final Paid Price or $40, whichever is higher)
*Restocking fees are waived for mattresses and bedding products covered under our free returns policy.
Will there be any additional charges for a return request?
Mattresses & bedsheets are eligible for a one-time free return per shipping address. For other products, we might charge you additional fees during the return trip.
The charges are listed as follow:
Staircase return fees will be applicable (same as staircase delivery fees) if your premises are inaccessible through elevator.
Return pick-up location surcharge: To return your items from select locations where we levy delivery surcharge, returns will be subject to surcharges as well.
For deliveries after 6pm, a surcharge of $40 applies.
We levy a restocking fee* amounting to 18% of the price you paid for the item or a minimum fee of $40, whichever is higher. You will be refunded the below amount:
Refunded Amount = Final Paid Price – Delivery Fee – Other Fees (If any) – Restocking Fee (18% of Final Paid Price or $40, whichever is higher)
*Restocking fees are waived for mattresses and bedding products covered under our free returns policy.
When will I receive my refund?
Refunds for payments made via bank transfer will be made within seven (7) working days. Customers who have paid via credit card or other modes of payment will be refunded via the original mode of payment.
Refund of payments made via PayPal will be in accordance with PayPal’s refund policy.
I received my order but changed my mind, can I return the item?
Nuloft mattresses & bedding products are eligible for a one-time free return per shipping address. For all other products, the following policy applies:
All products are eligible for returns EXCEPT for the following purchases:
Clearance/ As-is Products/ Set offers
Customized/ made-to-order Products
Products that require on-site assembly
Products that are not in new and unopened condition
Products that have been removed from their original packaging, stained, used, washed, torn, dented, discolored, damaged and/or with traces of fragrance or odours .
The products must be in resalable condition, unused and undamaged with their original packaging fully intact. Nuloft has full discretion to decide whether any item is in a condition suitable for return and reserves the right to reject any returns that we deem unfit for return.
I received my order, but the products are defective, can I return the item?
Nuloft warrants that all furniture to be free of defective materials and workmanship. Warranty periods vary by product, commencing from the date of delivery.
If, during the warranty period, a product is deemed defective due to a manufacturing defect, Nuloft will repair or replace part(s), at our discretion. This Warranty covers the replacement or repair of any product that has a manufacturing or material defect that is not the result of normal wear and tear, misuse of product, or a natural characteristic of the material used.
Can I return a customized product?
Customized items are built to order and in accordance with your size & colour choices. Since they’re customized items, they cannot be returned, exchanged, or cancelled.
