FAQ and Delivery / Returns

General

Do you have a showroom?

Yes we do! We located at G/F Shop A&D, 1/F Shop 104, Ruttonjee Centre, 11 Duddell Street, Central, Hong Kong.

Product

Where can I find more product information?

Please send us an email with the product name/code to cs@andante.com.hk or use the function of “contact us” to fill in the item you enquire. Our customer service representative will get back to you as soon as possible.

Can I still order the “Out of Stock” products?

Please send us an email with the product name/code to cs@andante.com.hk or use the function of “contact us” to fill in the item you enquire. Our customer service representative will get back to you as soon as possible.

What is the assemble cost?

Prices are shown on the Site in Hong Kong Dollars (HKD) is inclusive of assembly. Our professional service team will take care of assembly and placement of the furniture and are trained in our products so you can be sure that your new piece of furniture is assembled correctly.

I had purchased your sofa a few years ago, can I order replacement covers or a single element of the collection?

Please send us an email with the sofa you had purchased from us to cs@andante.com.hk or use the function of “contact us” to fill in the item you enquire. Our custo

mer service representative will get back to you as soon as possible if we can order the replacement covers for you.

Delivery

How long does it take for my products to be made and delivered?

In stock items estimated for  7 – 14  business days. These estimated lead times are not applicable for projects or special orders, please contact our sales team at cs@andante.com.hk

How much do I have to pay for delivery?

Prices are shown on the Site in Hong Kong Dollars (HKD) is inclusive of shipping to most of the locations in Hong Kong. An additional charge may apply for delivery of bulky items to other areas of Lantau, and other outlying Island areas.

If no elevator service is available for premises, we will additionally charge a delivery fee for each storey. Please email cs@andante.com.hk your with the building name and how many floors our delivery team has to carry up. We will let you know whether or not the product is feasible for delivery, and give you the quote of the staircase charge.

For delivery outside Hong Kong locations, please contact us at cs@andante.com.hk or call us at 2537 9688

For projects or special orders, delivery service fee depends on the delivery address provided by customer and will be quoted separately upon order confirmation. If you would like to obtain a quotation for our delivery service, please e-mail us at cs@andante.com.hk with your full delivery address and our sales team will reply with quotation for your consideration.

What should I do with a defective product?

If upon delivery, customer noticed a manufacturing defect, please notify our team immediately or within seven (7) days from date of delivery.

How do I change my shipping address after my order has been placed?

Simply email cs@andante.com.hk with the address change.

Can you remove my old furniture?

Sorry, we do not have this service at the moment.

Payment

What online payment method do we accept?

For online purchases, via STRIPE, we accept payments made by Visa, MasterCard, American Express, Alipay & WeChat Pay online orders. By placing an order with STRIPE using one of the above credit cards, you confirm that the credit card(s) used is yours or that you have been authorised by the owner to use it. If your card issuer refuses to authorise payment to STRIPE, we will not be liable for any delay or non-delivery.

Purchase

I am having problems ordering through your website, what can I do?

Please do not hesitate to contact us at 2537 9688 (10am – 7pm) or email us at cs@andante.com.hk

How do I get to review the physical fabric/material swatches?

You may visit our Central showroom to review the physical swatches. We strongly encourage customers to review the physical swatch as colour on computer screen may vary due to individual screen colour settings.

Do you sell the showroom floor display items?

Normally we do not sell our floor display items. However, you can email our customer service to find out the shop floor model is sellable or not.

Do we have storage charge or late delivery arrangement?

All purchased items can only be stored with Andante for a maximum of one month. After one month, we will apply the storage charge to you based on the amount of the purchase and how long the storage period will be.

Do we offer special discount for interior designers, architects, or other related professionals?

Yes, we do! We welcome all interior designers, architects, trade professionals or businesses. Please contact us directly to register.

Return and exchange

Can I return the product(s) or exchange for another item(s)?

All sales are final and non-refundable and replacements will subject to our terms and conditions, only be offered in the event of

  1. our mistaken processing of your order
  2. our incorrect delivery of product
  3. receipt of defective product from us

Andante reserve the right to refuse an exchange if the damage claimed by Customer is in Andante’s opinion not caused by manufacturing fault. However, if after internal review and evaluation and with approval for an exchange by upper management, the Customer is responsible for bringing the products back to purchase locations with its original packaging for an exchange.