Frequently Asked Questions
Can't find your question here or is it still unclear? Please contact us by email: [email protected] or by phone: +31 (0) 70 392 3992.Table of Contents
1. Our products
The dimensions of the product are in the title or description of most products. The dimensions are in centimetres. If you cannot find the dimensions, please contact us.
Yes, all products you can find in the webshop are in stock and immediately available.
The product is most likely out of stock which is why you can no longer find it. If you want to know when it will be back in stock please contact us.
That is possible. Please contact us. In your e-mail, please quote the article code/SKU of the product. You can find it under the title on the product page and we will send you the pictures.
We have a large part of our collection in the showroom. Please contact us to check whether the product is actually in the showroom or in our warehouse.
All lamps have cords and screws included, the light sources are not.2. Ordering and delivery
Orders can be delivered in all countries within Europe.
Does your order need to be delivered outside Europe? That is possible! Please contact us for this.
First of all, you will receive an order confirmation. Have you not received it within 10 minutes? First check your spam folder/unwanted mail. Sometimes e-mails can end up there automatically. Is the confirmation mail not in your spam folder either? Then you have probably entered a wrong e-mail address. Please contact us so we can correct your e-mail address.
If you paid with iDeal, the order will be confirmed immediately. If you use a bank transfer, you can transfer the payment to our IBAN: NL36 RABO 0357 6119 26. The processing time for this is approximately 2 working days.
After the order has been confirmed, the items are packed and then handed over to the carrier.
All items and orders except (large) furniture, are delivered to your home within 1 to 3 working days, as long as stocks last.
For the delivery of (large) furniture, an appointment will be made with you. Depending on your availability, you can generally expect your order within a week.
For other EU countries, the delivery of both normal packages and furniture takes 3 to 5 working days on average.
If you are not present when the deliveryman passes by, the order may be delivered to your neighbours. The orders are only delivered on working days between 09:00 - 21:00. On weekends and holidays there will be no delivery.
The delivery times given by Fine Asianliving are indicative only. Exceeding any delivery time gives you no right to compensation. You are entitled to cancel the order or to dissolve the agreement if necessary.
Yes, you can change or cancel your order within 24h after placing it. To do so, please contact us by mail or phone.
There are two delivery options:
Please note that it is not possible to have an order delivered to a PO Box or Freepost number.
No, unfortunately, we do not offer this service. There is no room for it in the delivery van either, because not only does the delivery man have to deliver, he also has to collect returns. Generally, all cardboard used for packaging can be disposed of as waste paper. Bubble wrap (if any) can go in the plastic waste bins. Check your local regulations for more precise disposal rules.
Orders above €150 are delivered for free in the Netherlands. For the other countries, the costs will be calculated during the check-out. The rates depend on the type of parcel.
A separate delivery charge applies to packages that cannot be sent by (small) parcel post or when purchasing furniture. This delivery charge is determined on the basis of the size of the order and the distance to the destination.
For The Netherlands and Belgium, furniture is delivered on the ground floor as standard.
Does it have to be on another floor? If there is no lift and it has to be delivered by stairs, additional costs will be added. These additional costs are always in consultation and are to be borne by the customer.
For other EU countries we will generally not make a delivery appointment and we will send a Track and Trace link so you can follow your order at all times. Large furniture will be delivered on a pallet which creates full protection. The pallet delivery driver will deliver your pallet to a ‘Road Curbside’ only and you must be able to unpack the pallet, carry your furniture into your home and also dispose of the wooden pallet. We recommend that you have two people available to take delivery of your order on a pallet.
It is important that you notify us of any potential issues for the delivery driver such as narrow or unadopted roads, restricted access, steep gradient etc. A delivery vehicle can be as large as a furniture removal lorry however if we are aware of any issues, we may be able to overcome these by using a smaller, 7.5 tonne vehicle, similar in size to a refuse lorry. If the delivery cannot be made due to access problems, a charge may be levied for a failed delivery.
You will receive an email as soon as the parcel is shipped from the webshop with a Track and Trace code so that you can track the parcel on the carrier's website.
For very large products, such as furniture, you will be contacted personally by one of our staff members. A delivery appointment will then be made with you.
Please note that your order may be sent in several packages. You will receive a shipping confirmation for each parcel. In this email you will also find the Track and Trace code with which you can follow the parcel online.
As soon as you have chosen "Free pick up in store" you will receive an e-mail with invoice and pick up notice. With this pickup notice you can directly pick up the parcel at our office in The Hague.
You will receive 1 pickup notice per order, if your order is sent in 3 packages you will receive 1 pickup notice for all packages.
If you want someone else to pick up the parcel it is no problem. The person has to bring the pickup notice with him so we can deliver the parcel safely.
When filling in the (delivery) data you can indicate the delivery address yourself.
It is not possible to:
Exceptions are large products, for which you have to make a delivery appointment with the carrier. For this order it is still possible to change your delivery address. This can be done up to 24 hours before the delivery takes place.
In the event that you have provided incorrect information which prevents delivery, this is at your own risk.Fine Asianliving will not take any responsibility for this.
The consumer is responsible for entering address details correctly. When address details are filled in incorrectly and your order is already on its way, the package will be returned to Fine Asianliving B.V. We can send the order again or you have the option to cancel the order.
Please note: Fine Asianliving B.V. is not responsible for covering the shipping costs when the address was entered incorrectly by you. Also in case of a second delivery the consumer will be responsible for the shipping costs.
If your order is listed as delivered, please check if it was delivered to your neighbours. If not, please contact us by e-mail: [email protected] We will start an investigation with the courier.
You will find the paper invoice with your parcel.3. Exchanges and returns
All online orders can be returned within 14 days of receipt and the purchase price will be refunded. However, it is imperative that the seal/packaging of the products is not broken and that the products are delivered to Fine Asianliving undamaged. If this aspect is not observed, we can unfortunately not take back the items and the payment is not undone.
The shipping costs of the return shipment will not be charged by Fine Asianliving. You are responsible for the return shipment and the costs involved.
The return period is 14 days. Please see "How do I return my order" for the steps you need to take.
The return costs are for your own account. You are responsible for the return shipment and the costs involved. For an overview of the rates, please see "How do I return my order".
All products can be returned within 14 days after receipt and the purchase price will be refunded. However, it is imperative that the seal/packaging of the items is not broken and that the items are delivered to Fine Asianliving undamaged. If this aspect is not observed, we can unfortunately not take back the products and the payment is not undone.
You can return your item(s) via parcel post, a Pick and Return, or by dropping it off at the shop in The Hague.
For products that can be sent by parcel post you can send your product(s) back with a logistics company of your choice. Pack the product(s) well and bring them to a parcel point in your neighbourhood. The return costs are at your own expense and depend on the courier you have chosen. We can also provide you with a return label via mail, please contact us for this.
The cost of a return label provided by us depend on where the parcel with be sent from.
Within The Netherlands:
For other countries, the costs are from €19.99. Please contact us for more information.
If you are returning something by parcel post please follow these steps:
For products that cannot be returned as parcel post, such as furniture and folding screens, we offer a Pick and Return. This means that the product is picked up at your place by appointment and returned to us.
The costs for a Pick and Return within the Netherlands and Belgium are €28. Different rates apply for other countries. Please contact us for more information.
Fine Asianliving also offers the option of returning your ordered product(s) in-store.
You will get your refund within 14 days.
Your order may be sent in several packages. For each parcel you will receive a shipping confirmation, which states which items are in the parcel. Also a product you ordered may no longer be available, if this is the case the product and/or the order will be cancelled and the purchase amount will be refunded to your account. Please indicate the article number of the missing item and your order number by e-mail: [email protected] or by phone: +31 (0) 70 392 3992. You can reach us by telephone during the following opening hours (UTC+01:00).Monday 12:00-18:00 Tuesday 10:30-18:00 Wednesday 10:30-18:00 Thursday 10:30-18:00 Friday 10:30-18:00 Saturday 10:00-18:00 Sunday 12:00-17:00
If you have received a different item from the one you ordered, please follow the steps in "How do I return my order" above and return it to the webshop. No return costs will be deducted and you will get the shipping costs and the purchase amount refunded to the account/credit card.
It may occasionally happen that your ordered item has been damaged during transport or that you receive a faulty item. If this is the case you can report this within 48 hours by e-mail to Fine Asianliving mentioning the order number in the subject of your e-mail and giving a clear explanation why the product is not satisfactory and a picture of the damaged product. We will assess it per the complaint.
Follow the steps in "How do I return my order" to return the item(s).
Fine Asianliving will replace the item or cancel your payment if it is proven that you do not accept the item on legitimate grounds. No return costs or shipping costs will be deducted. If the product is still in stock and you wish to receive it you can re-order the product(s) though our webshop.Do you still have questions?
The contents of this page and other expressions of Fine Asianliving on the Internet has been compiled with the greatest care. Nevertheless, it is possible that information published by Fine Asianliving is incomplete and / or incorrect. The information on the website is regularly updated and / or modified. Fine Asianliving reserves the right to make any changes with immediate effect and without any (prior) notification. Therefore, no rights can be derived from the information on this website.