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FAQs

1. ORDERING

1.1 Do I need to open an account in order to shop with you?

No, you don’t need to. You can make purchases and check out as a guest everytime.

However, by setting up an account with us, it will allow you to order without having to enter your details every time you shop with us. You can sign up right now, or you can first start shopping and create your account before you check out at the shopping cart page.

1.2 How do I create an account?

Please click on “Login/Register” followed by ‘Create An Account’ and fill in your personal particulars.

1.3 How do I order?

Shop for the items you want and add it to your shopping cart. When you have finished, you can proceed to your shopping cart and check out. Alternatively, you may also click on the stripe quick checkout button. Check and ensure that all information is correct before confirming your purchases and payment.

1.4 I have problems adding items to my shopping cart

You will be able to add the items as long as it is available. There could be an instance where the item is in someone else’s shopping cart hence the status of the items is reflected as “Temporarily Unavailable”.

1.5 How do I pay for my orders?

We accept payments via Stripe (all major credit and debit cards such as Mastercard, VISA and American Express), installment plans via Hoolah and our corporate Paynow account.

1.6 How does installment plan work?

We have partnered with Hoolah to offer an installment plan for our products. Choose Hoolah as the payment mode and you need to just pay 1/3 of the price and pay the balance over the next 2 months. You may use a debit or credit card with zero interest. At the moment, each transaction is limited to S$3,000. More information here.

1.7 Is there a transaction limit for installment plan?

At the moment, each transaction is limited to S$3,000. However, you may purchase products separately and a maximum of 3 transactions are allowed depending on Hoolah’s approval.

1.8 Can I amend and cancel my order?

You may do so when our sales department contacts you to finalize all details of your order before production. All materials will be ordered just for your custom made furniture and no refunds are accepted through our suppliers after we have started production. It is advisable to check your order before placing it.

1.9 I have a discount code, how can I use it?

Key in the voucher code at the field “Voucher Code” and click “Add” in your Shopping Cart page before proceeding to check out. Please note that we are unable to manually apply the voucher code to your order if you have missed keying it during check out. Kindly ensure that all information is correct before confirming your purchase.

1.10 How will I know if my order is confirmed?

After you have placed your order, you will receive an acknowledgement e-mail from us to confirm that your orders have been received. However, do note that orders will only be shipped when your credit card payment has been approved and billing and delivery address is verified. Alternatively, you may check the status of your order in “My Account” if you are a registered user.

 

2. DELIVERY & INSTALLATION

2.1 When will my order be processed?

All orders will be processed within 2 working days, excluding weekends and public holidays. Time stated is based on Singapore Time (UTC/GMT +8hours).

2.2 How long will it take for me to receive my order?

The production of your custom made furniture takes approximately 10-14 working days in our workshop and on-site installation will take between 1-5 working days depending on the order quantities. 

2.3 How can I track my delivery?

Once the order has been dispatched, an email confirmation will be sent to you with the tracking number. You may check and track the delivery status of your orders in your account page.

For International deliveries, you may track your orders here

2.4 What are the delivery and installation charges like?

Delivery and installation is FREE for all Singapore customers with purchase over $500. Products below $500 will be subjected to an S$80 transportation charge.

2.5 Can I change my shipping address after my order has been confirmed?

Please contact us to make arrangements.

2.6 There is a missing item in my order, what should I do?

We apologize for sending you an incomplete order. Please contact our Customer Care Team at help@panolette.com.sg and we will get back to you as soon as we can.

2.7 I’ve received a defective item, what should I do?

We apologize if you had received a defective item from us. Please contact our Customer Care Team at help@panolette.com.sg with a snapshot of the product and we will send our workers to rectify the issues.

2.8 I’ve received an incorrect item, what should I do?

We apologize for sending you the wrong item. Please contact our Customer Care Team at help@panolette.com.sg and we will get back to you as soon as we can.

2.9 I’ve purchased the wrong size or color

We do not provide exchanges for size or colours as our sales department will verify and confirm the order details before production.

2.10 Will there be an additional charge for redelivery?

There are no additional charges for redelivery.

2.11 I have yet to receive my order within the stipulated time frame. Whom can I contact?

You may check the status of your parcel via “Track your order” at to find out why it might have been delayed. Alternatively, you may drop us an email at help@panolette.com.sg and we will assist you further.

2.12 Why are the colours so different from the photos on your website?

Photos and images are not 100% accurate from every electronic devices and screens. Therefore, please request to view the physical materials catalogue for selection when our sales department contacts you before production starts.

3. Designs & Materials Usage

3.1 Who designs your products?

Most product designs are produced by our experienced in-house designers but we have a collaborative program designers are invited to specially design exclusively for Panolette.

3.2 Are your designs different from others?

At Panolette, our team constantly experiment and develop interesting ideas
and colour play for our products. We are constantly updating our Style Guide to give our customers fresh ideas to adapt for their residential or commercial interiors.

3.3 Will your furniture fit in any interior space?

No, as structures are different for every space, we would advice you to send to us your floor plan or arrange for a site visit before you place an order.

3.4 Do you custom design for furniture or interior?

Yes, we do customization for both furniture and interior design. We also handle turnkey projects for interior design and styling.

3.5 Are you using quality and durable materials?

Yes, we always insist in using quality materials and choosing our suppliers carefully. We use 20mm thk plywood instead of 15mm thk or chipboard for durability. We only work with reputable suppliers for High pressure laminate(HPL) and fittings.

3.6 Can I choose any models for Kitchen Worktop & High Pressure Laminate from the catalogue?

Unfortunately, some models offered are of higher priced and a top up is needed. Our sales team will advice you on this after you have made the purchased or you may contact us before you place an order. High pressure laminate models quoted in the package price range are below S$60 per sheet (4ft x 8ft). Kitchen Worktop pricing tier can be chosen from the product order page.  

4. Kitchen Cabinets

4.1 Does the size of your cabinet fits all kitchen space?

No, we need a copy or your floor plan and take physical measurements on-site before finalizing your order as structures differs for every homes.

4.2 What is included in your kitchen cabinet package?

You can choose to purchase the full kitchen cabinet set as shown in our product photos or choose just the base or top cabinet. Only carpentry is quoted and you have to add in additional items like cement base, backsplash, LED lighting and plumbing work if needed. If unsure, please get in touch with us and we will advice you accordingly.

4.3 Why are there no handles on your cabinet doors?

All of our cabinet doors are made with ABS trimming and handle so no additional handles are required. However, if you use to have handles as part of your design, do get in touch with us to request for a custom design.

4.4 Where is High Pressure Laminate (HPL) and Decorative PVC film applied?

High Pressure Laminate is applied to the exterior or exposed areas of all cabinets and shelves. White or Decorative PVC film is applied to the interior or unexposed areas.  

4.5 Why do you only use Granite & Quartz Worktop? 

After feedbacks from our customers, both granite and quartz are considered durable and low maintenance. However, if you prefer other materials, please contact us to make the arrangement.

 

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