Frequently Asked Questions
Below are some of the frequently asked questions that we have put together. For other enquiries, please contact us here.
1. How do I make a purchase?
Purchases have to be made at our showroom with all finishes confirmed and a deposit made in order for us to place an order with the manufacturer. Likewise for overseas customers, except that an ordering form will be sent to you instead. We will order upon receival of ordering form and remittance proof.
2. What are the payment terms and modes of payment available?
Full payment is required for cash and carry items. For indented and display items, 50% deposit is required upon purchase with the balance payable prior delivery if by card or upon delivery if by cash or cheque. We accept American Express, MasterCard, Visa, cash or cheque payment.
3. Can I cancel or return the item purchased?
All ex-stocks, indented goods or display items sold are not refundable or exchangeable for credits or other furniture. Any order cancelled within 1 week of purchase will incur a $50 administrative charge. Any cancellation after 1 week will forfeit the deposit.
4. What is the warranty coverage for your furniture?
There will be a 2-year mechanism warranty for all beds, tables and seatings for local customers. There is no warranty for paper products. Any cosmetic damages or defects must be identified and brought up upon delivery and installation of furniture or will not be entertained afterwards.
5. Do you provide storage for my purchased item(s) if I am not ready to receive it/them?
We provide complimentary storage of furniture for the first month (from date of arrival of shipment to our warehouse) and chargeable storage for the next five months. The purchased item will be forfeited if customer fails to take delivery by the end of the six-month storage. All deposit paid will be forfeited as well.
6. What is the lead time of your furniture?
Our furniture are mostly on an indent basis due to the wide range of finishes available. The lead time is around 3-4 months from ordering as the manufacturers operate on a build-to-order basis. The lead time is also highly subjected to unforeseen circumstances like workers' strikes, weather conditions, port delays etc.
We do keep some stocks for popular models and these can be delivered within 1-2 weeks after purchase, depending on the schedule of our delivery team.
7. Must the bed systems be mounted?
More than half of our range of bed systems require compulsory mounting onto solid wall (no drywall partition) to ensure that the system can be operated safely. The mounting is typically done at the top of the bed system, with 3-4 points bolted onto the wall. There are some self-supporting bed systems available as well.
However, it is strongly recommended that the user checks on the mounting points of the system periodically, considering the possible stress due to daily use.
8. Do you have the full range of furniture on display?
We do not showcase the full range of furniture but at our showroom, we tend to display the different mechanisms and devices that our manufacturers offer. We also change our layouts periodically to offer customers fresh looks and more options to consider.
9. How are the delivery and installation procedures for bed systems like?
Depending on the number of systems a customer has purchased, typically delivery and installation of bed systems can take place within a day. A bed system is delivered in several packages for ease of transport and installed on site.
In the event of lift breakdowns or that the packages cannot fit into the lift, additional charges on a per storey basis will be borne by the customers. If customer fails to take delivery on the agreed delivery date and venue, all costs for the day will be borne by the customer.
10. What is the weight limit of your beds?
Our beds, when properly mounted onto solid walls, can hold 150kg for single beds and 200kg for double beds. Self-supporting single bed (Cabrio) has a weight limit of 100kg for its bed.
11. Are the dimensions of your beds customisable?
Our bed systems are directly imported from Italy and are built according to the Italian dimensions. Due to the worldwide demand for the beds, they are not customisable in dimensions. However, they are available in a wide range of finishes and fabrics for very personalised looks.
12. Are you the only retailer for Clei?
Smootree is the only authorised distributor for Clei in Singapore, Malaysia, Indonesia and Thailand. Any authorised reseller will be acknowledged on our website. Currently we have an authorised distributor in Indonesia.
13. Do I have to make an appointment to view the furniture?
We operate daily except for Sundays and certain public holidays (check Facebook/our website for updates). However as we may be out for meetings and site visits, the showroom may be closed. Therefore, appointments by phone call or emails are strongly preferred prior to weekday visits.