Frequently asked questions -
Furniture & product ordering
FAQs for shipping and delivery
Before you pay
How do I purchase products from Ugly Wood Company?
You can purchase our products from the following methods:
Order online through our website.
Custom commission products by contacting us via WhatsApp, email or our contact page. If you have an idea for a specific design or you wish to bulk order a large quantity, please do not hesitate to contact us.
What payment methods do you accept?
Pre-orders through the website are handled via Stripe Payments, which accepts Visa, Mastercard and American Express.
We also accept PayNow and Paylah!. Please contact our sales representative at +65 9733 7272 for more information.
Wait, why does this product indicate that I need to pay a deposit?
For all furniture orders, a deposit of 50% will be collected. This guarantees the client a spot in the furniture production queue/wait list and ensures that the client is agreeable to terms of the purchase, including the dimensions and expected delivery date.
What are some important information that I need to take note before ordering?
For all furniture orders, a deposit of 50% will be collected. This guarantees the client a spot in the furniture production queue/wait list and ensures that the client is agreeable to terms of the purchase, including the dimensions and expected delivery date.
Our designer will reach out to you after ordering to confirm the design customisation options. If you are unreachable after multiple attempts, your order will be voided without refund.
Due to the hand-made nature of our products and organic material properties, there will be minor inconsistencies in colour, grain pattern or dimensions between images on website or social media and real life.
Ugly Wood Company reserves the right to use photography & associated images for marketing purposes. Any requests to withhold or limit such images have to be agreed in writing before confirmation.
After you pay
What happens after I place an order?
After we have received your order, our designer will reach out to you via WhatsApp or email to confirm the design and any customisation options for your project.
Once confirmed, we will move on to production of your ordered pieces. Once your order is completed, we will contact you again to arrange for delivery.
Upon confirmation of the delivery window, the client will need to pay the remaining 50% before the delivery or during delivery, depending on whether the client is present to receive delivery.
When will I receive my order?
Each piece we build is handmade and can take between 2 weeks to 2 months from design to finish, excluding queue time. Here are our current estimated lead times:
Décor gifts, such as table signs, 3D signs - 2 weeks
Serving boards - 2 weeks
Gift Box and Memory Box - 4 weeks
Furniture - 2 months
Why does my order take so long?
All products listed are built-to-order. As we build every product from scratch upon order, we do not keep any inventory for items that are ready-to-ship.
What if I need my product as soon as possible?
Do reach out to us via WhatsApp, email or our contact page to inform us. Do note that rush orders typically include an express fee.
Can I make any changes to my order after confirmation?
We’ll try our best to accommodate! Please use WhatsApp, email or our contact page to get in touch with us.
What is your refund/cancellation policy?
We are able to do full refunds if the order is cancelled within 48 hours of purchase.
For furniture/custom orders/orders above $100, we will only refund the balance amount, as the $100 deposit is non-refundable (see above question).
All orders after this 48 hour period are non-refundable. For furniture orders, upon cancellation, production of your order will cease and materials will be repurposed for other projects.
For small gift orders where 100% of payment is made upfront, for sustainability reasons, do let us know if you do not wish to receive the products you have purchased.
Do you accept returns/exchanges?
Due to the personalised nature of our products, we’re not able to accept returns or exchanges. If you’re unhappy with your product, do reach out to us and we’ll do our best to accommodate!