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FREQUENTLY ASKED QUESTIONS

Frequently asked questions are listed below. If you can't find the answer here, don't hesitate to contact us.

ORDER ENQUIRIES

What payment methods are available?

We currently accept the following payment methods: Visa, Mastercard, Discover, American Express and PayPal. We trade in MYR (RM).

Are my card details secure?

At Eastwood Living we understand that your online security is of paramount importance. We are committed to providing a secure online shopping environment that goes above and beyond industry security standards and guidelines through our payments service provider.

For more information, please see our privacy and security policy.

Why was my payment declined?

If your credit or debit card payment is declined, please double-check that you have entered the correct card details and that your card has not expired.

Please also check that the billing address entered matches the address the card is registered to.

Alternatively, please try checking out with a different payment card or PayPal.

For more information regarding a failed payment, we recommend that you contact your card issuer directly as, for your own personal privacy, only your bank can tell you why your card was declined.

Can I cancel my order?

There is a limited window of 24 hours where we may be able to cancel your order prior to order being processed. If you would like to cancel your order, please contact our Eastwood Living Support team right away.

For made-to-order items, you may cancel up to 48 hours after placing your order. After this, we will deduct a 30% cancellation fee from your refund amount.

Can I add items in my order?

We are unable to take further payment for additional items after your order has been placed. If there is an additional item you wish to purchase, you will need to place another order.

Can I change my order details?

Please ensure that your address and contact details are entered correctly when checking out. If you do spot a mistake once your order has been placed, please contact our Eastwood Living Support team right away and they will do their best to assist you.

We aim to dispatch your order quickly, which means under the event the address is incorrect, we do not hold responsibility in failed recovery of the order.

I have not received an order confirmation email, what can I do?

After placing your order, we will send you an order confirmation email - this may take up to an hour to arrive.

If you have not received your order confirmation email, please check your Junk email folder, or please contact the Eastwood Living Support team for further assistance.

You can also view your Order History under the 'My Account' section in your profile.

MADE-TO-ORDER

When will I receive my made-to-order item?

Made-to-order items will be shipped within the timeframe that's stated on the product page.

You will receive a dispatch confirmation from us once your item is ready to be shipped. Our shipping partner will also contact you directly with further details on your delivery.

Due to circumstances outside of our control, the dispatch date of your made-to-order item may change. We will be in touch via email if your order is affected.

Why are your production times so long?

Our manufacturers and logistics partners are complying with COVID-19 health and safety guidelines to protect their staff and workplaces. These measures have led to a significant reduction in the size of working teams, ultimately delaying delivery to our warehouses and our customers.

The increased demand for raw materials, in particular flax, has resulted in longer lead times for our made-to-order range and to reduce waste. We are working closely with our suppliers to improve upon these timeframes, and should there be any significant changes to your expected dispatch date, we will contact you via email.

What is your cancellation and returns policy for made-to-order items?

For made-to-order items, you may cancel your order up to 24 hours after placing it. After this, a 50% cancellation fee will be deducted from the original order value.

Please note, should you need to make any changes to your order, you will need to contact the Eastwood Living Support team who will be able to advise you.

We recommend that you measure your space and consider access to your property ahead of ordering to ensure that we are able to deliver your item successfully. Please take a look at our Self-Measuring Guide for more information on how you can do this.

Am I able to customise my made-to-order item?

Our furniture is available to order in a range of colours, finishes and sizes to help you create a tailored scheme. We are unable to offer any further customisation on the fabrics or the dimensions outside of what is listed on the product page.

What is a made-to-order item?

Our made-to-order service offers our most popular products in a variety of colours and fabrics.

Please note, items are custom made with our suppliers and are not stocked at our warehouses. The production times of our made-to-order range will vary by product and fabric - the lead times will be displayed on the individual product pages and at checkout.

How can I check if my made-to-order item will fit in my property?

Our made-to-order items cannot be cancelled after 24 hours of placing your order and are not returnable. Therefore, we recommend that you measure your space and consider access to your property ahead of ordering to ensure that we are able to deliver your item.

Please take a look at our Self-Measuring Guide for assistance with this.

You can also contact our Eastwood Living Support team if you have any questions.

How will my made-to-order item be delivered?

Your made-to-order item will be delivered by one of our selected shipping partners.

Please note, assembly will not be included - your order will arrive boxed and will not be subject to the removal of packaging on easy to install items.

Your order will be dispatched within the timeframe stated on the product page. Should there be any significant changes to your expected dispatch date, we will be in touch.

You will receive a dispatch confirmation email once your order is on its way. We currently do not provide tracking information for larger items, but our shipping partners will be in touch to schedule your delivery.

DELIVERY

What are my delivery options?

Our delivery options vary by region - please see our Delivery page for our domestic and international delivery costs and timeframes.

How much is delivery and how long will it take?

Our delivery services vary depending on where you're based.

For more information on what options are available to you, please take a look at our dedicated Delivery & returns page.

Will all of my items be delivered together?

If you have ordered a mixture of small and large items, they will be dispatched separately and you will receive a dispatch confirmation email with further information regarding your delivery for each shipment.

Smaller items will be sent separately, while larger items will be delivered on an agreed date that is convenient for you.

Please note that made-to-order and preorder items will ship as soon as they are available and by the date displayed on your order confirmation.

How can I track my order?

We'll send you a dispatch confirmation email once your order is on its way.

If you have ordered small items (textiles, table lamps, tableware, and accessories), you will receive a link to track your Eastwood Living order. You can also check your tracking number on the carrier's site directly:

For large item orders (armchairs, lighting, beds, rugs, and sofas) shipped with our logistic partners, you will not receive a tracking number, but you will get a dispatch confirmation email once your order is on its way.

I missed my delivery, what happens next?

Orders are shipped with our logistic partners and delivered Monday to Friday, 8am to 6pm. Delivery will be reattempted and may be in contact with you for reschedule.

For large item orders, shipped with our logistic partner outside of Klang Valley, you will receive a tracking number, but you will get a dispatch confirmation email once your order is on its way.

Our large item shipping partners will return your parcel to us if the address is incorrect, incomplete or there have been three failed contact or delivery attempts.

Please ensure that your address and contact details are entered correctly when checking out. If you do spot a mistake once your order has been placed, please contact our Eastwood Living Support team right away and they will do their best to assist you.

If we are unable to deliver your parcel, it will be returned to our warehouse. We will process your order as a return and issue you with a full refund.

In the event, that the logistic partners have been requested by you to leave the items in a safe place deemed appropriate but are lost prior to your pickup, we do not hold responsibilities on the lost items and the order will not be refunded to you as it will be deemed as delivered.

Can I change my delivery address?

We can attempt to change your delivery address up to the point of dispatch. Please note that this may not always be possible due to the speed at which some orders are shipped.

Please contact our Eastwood Living Support team with your order details as soon as possible to get your order updated.

If your order is in transit, you can update your delivery address with the courier directly. Please note, this may impact your delivery date.

How can I check if a furniture item will fit in my property?

Before placing your order for a furniture item, we recommend that you measure the intended space along with all access points within your property to ensure that we're able to successfully deliver your item.

Take a look at our Self-Measuring Guide for advice on how you can do this.

Should you have any questions or require assistance, please contact our Eastwood Living Support team.

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