FAQs

Orders are processed and delivered within 3–5 working days from the date of order confirmation.

You will receive a notification via email once your order has been arranged for delivery.

The 3–5 working days begin after:

Payment has been successfully verified, and

Your order has been confirmed.

Orders placed on weekends or public holidays will be processed on the next working day.

At the moment, we do not offer same-day delivery. All orders are scheduled within our standard 3–5 working day timeframe.

Yes. Our delivery partner will contact you prior to delivery to confirm the delivery date and time window.

Yes. We offer a 30-Day Manufacturing Defect Replacement Guarantee from the date of delivery.

It covers major manufacturing defects affecting the structure or functionality of the product under normal residential use.

Examples include:

• Cracked structural panels
• Peeling laminate upon arrival
• Warped boards affecting stability
• Broken legs or unstable structure
• Missing or incorrect hardware

The following are not considered manufacturing defects:

• Scratches or dents after delivery
• Minor surface marks or small cosmetic imperfections
• Damage from children climbing, jumping, or impact
• Water, moisture, or heat damage
• Improper handling, misuse, or incorrect assembly
• Overloading beyond recommended use
• Normal wear and tear
• Natural wood grain, texture, or colour variations

Due to the nature of wood and engineered materials, slight variations in grain, colour tone, and texture are normal and not defects.

Email us at hello@frahliving.com within 30 days of delivery, including:

• Your order number
• Clear photos and/or videos of the issue
• Photos of original packaging (if damage is delivery-related)

Our team will review and respond within 2–3 working days.

Replacements or refunds are only offered if the item arrives damaged, defective, or incomplete and is reported within the stated timeframe.

We do not support order changes or product switches after payment due to third-party payment gateway processing. Customers are encouraged to review their orders carefully before completing the purchase. Exchanges are only allowed for the same product in a different colour or items of the same price, subject to availability.

• 48 hours for visible delivery damage
• 30 days for manufacturing defects

Requests submitted outside these timeframes may not be eligible.

All claims are subject to quality control verification.

Frah Smart Living Empire reserves the right to assess and determine the appropriate resolution after inspection.

If approved:

• A replacement of the same item will be arranged at no additional cost, or
• If the item is temporarily out of stock, the replacement will be fulfilled on a pre-order basis and may require an estimated waiting period of 30–45 days.
• If the item has been discontinued or is no longer available for production, a full refund will be issued to your original payment method.

Where applicable, we may arrange courier collection of the defective item. In replacement cases, this is typically coordinated as a swap — delivering the new item while collecting the existing one for your convenience.

Approved refunds typically take 7–14 business days, depending on your bank or payment provider.

Yes. Refunds or replacements are not applicable for:

• Change of mind
• Damage caused after delivery
• Improper handling, misuse, or incorrect assembly
• Normal wood grain, texture, or colour variations
• Minor cosmetic imperfections
• Reports made outside the stated timeframe

Orders cannot be cancelled once payment has been successfully processed due to third-party payment gateway processing.

Customers are encouraged to review their orders carefully before completing the purchase.