Frequently Asked Questions
SHOPPING & PAYMENT
How do I place an order?
Can I place an order over the phone?
Do you have a showroom?
Should I measure the area I would like to furnish before placing an order?
Do you offer instalments?
What currency are you using?
What payment modes do you accept?
I cannot find my order confirmation / tax invoice, can you please resend it?
All orders can be placed only via the Kernel website.
Currently, all orders have to be made on the Kernel website.
Yes, visits are on a strict appointment only basis in compliance with the latest government guidelines. You can book a visit here.
Yes, we would highly recommend that you measure the area and the pathways leading to the area such as doorways and elevator doors so as to ensure that there is no obstruction to the delivery process.
Not at the current moment but we are looking into it to give more options.
All prices stated are in SGD Currency.
Currently we accept all major credit cards including Visa and Mastercard. We also accept payment through PayNow.
If you need your confirmation or tax invoice resent, please email us at email@example.com.
DELIVERY & ASSEMBLY
How will my order be delivered?
How long will it take for my item to arrive?
How much does delivery cost?
Can I self-collect the furniture?
Do your products come assembled?
Do you offer disposal service for the furniture I am replacing?
I received the wrong item, can you help?
All items are delivered via specialised furniture delivery partners. All deliveries include moving items into your room of choice however add-on charges apply (e.g. carry-up service), see Delivery info page here.
Orders containing only accessories will be delivered via parcel delivery partners. This service does not include unpacking, assembly or moving of items into room of choice.
All orders are delivered using Standard Delivery. Delivery times will vary depending on the nature of the product. Lead-time for Made-To-Order items can be found under product information. For more information on delivery, see Delivery info page here.
|For Order Value||Delivery Charges|
|$0.00 - $249.99||$8.00|
|$250.00 - $499.99||$30.00|
|$500.00 and above||Free|
Unfortunately, we do not have self-collection services available at the moment.
Only Made-To-Order items come assembled. Excluding accessories, assembly can be arranged for a fee of $45 per item and for orders above $500, assembly is complementary.
Unfortunately, we do not offer any disposal service for like-for-like items. Kindly ensure the necessary arrangements are made, so that your items can be moved in safely.
We are sorry for the inconvenience caused. Please email us at firstname.lastname@example.org and provide your order number, a detailed description of what you ordered and what was wrongly sent. We will get back to you as soon as we can.
CARE & HANDLING
I would like to reposition my product. How should I move it?
How should I care for my products?
Always lift product instead of pushing or dragging. Please exercise caution when moving and get extra assistance to prevent any injury or damage.
We recommend that you follow these practical tips to maintain your wooden furniture.
- Regularly dust with a dry, soft, lint-free cloth to prevent excess grit build-up.
- If removing sticky spots, dip a soft cloth in water containing mild soap. Wring it out until nearly dry and carefully wipe the affected area. Follow up with a mildly damped cloth containing only water, then immediately gently wipe with a dry, soft cloth.
- Keep product indoors, away from direct sunlight and rain, heat or moist sources to prevent discoloration or wood damage.
- Always place a sturdy coaster or placemat under hot/cold or sharp objects and never place them directly on product’s surface.
- Immediately clean any spills with a soft, clean cloth using a blotting motion.
RETURNS, EXCHANGES & WARRANTY
What should I do if I receive a defective product?
What if I don’t like the item I received, can I request for a return, exchange or store credit?
Is there Warranty for the product I buy and what does it cover?
You will need to email us at email@example.com and provide a detailed description of fault and photos (or video, where appropriate) showing the damage or fault.
We understand that sometimes a product may not be what you expected it to be. For more information, kindly refer to our Returns info page here.
Due to the nature of our products, the warranty is a limited 3-month warranty that covers manufacturing defects only. For more information, kindly refer to our Warranty info page here or contact us directly at firstname.lastname@example.org.