line-chat

Frequently asked questions

We will deliver your order between 2-5 weeks (excluding public holidays) from the time we receive your order. During that time, we will send you progress messages via email so you are updated on the status of your Custo build.

Our team will contact you with delivery time slot options once your Custo furniture is ready for delivery. We often deliver sooner than the broader estimation.

If you like to find out more about your order, contact us here and our team will connect with you.

All our material is of premium quality and responsibly sourced from Europe. That means we do not buy from sources that contribute to the deforestation of our planet. Where possible, we choose FSC-sourced woods that are among the lowest in the industry in terms of formaldehyde. They are strong and the quality is tested before cutting. Why do our forest matters? You can read more on our mission to choose sustainably sourced materials here.

We provide a 10-year warranty from the date of your purchase for damage that is not caused by negligence, misuse, normal wear-and-tear, and poor maintenance. As such, only product and material malfunctions are covered. The original purchase receipt is required as proof of purchase.

Yes our furniture is durable and strong. However, not all designs are suitable to be mounted. Every wall is different and not all walls are able to hold furniture.

If you like to give your furniture an impression of a floating design, we suggest you opt for the black or gold legs that raise the furniture by 12cm. You can also get in touch with one of our designers here.

We provide brackets so you can secure your furniture against the wall and prevent it from toppling over. Your furniture will have to, however, stand on the floor.

Our varnish protects the wood from light drops of water and should be wiped dry. We do not recommend our material for outdoor use. If the floor is often wet, we recommend that you add the 12cm legs to raise your furniture off the floor, keeping it dry.

Yes. You can place an order for additional legs after delivery by contacting us here. There will be an additional charge for the legs and on-site Custo care service to fix the legs and delivery.

Unfortunately, we do not provide that service. We recommend that you arrange for the old furniture to be discarded or moved out from the space your new Custo furniture will occupy before delivery.

We suggest a damp cloth with a gentle, non-abrasive soap to clean your Custo furniture. Start with a microfibre cloth and simply damp the cloth in hand-warm water. In most cases, this will be sufficient to remove any dust and dirt. If necessary, follow up with another dry microfibre cloth to soak up excess moisture.

If you are concerned that the furniture may not fit in your lift or through your door, please contact our team.

Please send us photos and a detailed description to the email from this page. We will be happy to assist you and resolve any issues.

Now the service of personal-measurement at home is not available and will be offered in the near future. Please keep following us.

If you have already placed an order with us but you want to change the colour, dimension or any aspect of your design, please contact us within the first 5 days from the date of your order. Please note that there may be a price variation due to the changes.

Once your furniture piece is ready for delivery we will contact you with a selection of delivery time slots that are convenient for you. Please note that some condominium properties have strict furniture delivery policies. If you have a cargo or service lift in your building please let our delivery team know.

You can log in to our website with your username and password to check the status of your order. So that you are updated on the progress of your furniture build, you will receive an email for each key progress milestone. You can follow this link to log in.

You can get in touch with our team for specific questions or visit us at the design studio. Alternatively, you can order samples on our shop page here and we will send them to you in a few days.

We are working on adding more colours to offer you a wider selection. For now, all the colours available are on the tool page. If there’s a colour you would like for your Custo furniture, please get in touch with our team here.

Now the service of personal-measurement at home is not available and will be offered in the near future. Please keep following us.

Yes, absolutely. Our automation for design and fabrication makes it possible to provide competitive prices. Our team is also available if you need design assistance.

Custo’s design platform is based on the metric system in line with our digital automation and fabrication. You can simply convert inches by multiplying your inches by 2.54. For example, 8 inches would be 20cm (20.3cm rounded off).

If you need further help feel free to get in touch with us on our chat or contact page.

Yes, all our German-made hinges are soft-closing and designed for durability, They are galvanized steel and made to last.

We welcome people to visit our design studio where we can show you more designs, material samples and answer your questions.

Last updated: March 26, 2021 Thank you for shopping at Custo. If, for any reason, You are not completely satisfied with a purchase We invite You to review our policy on refunds and returns. The following terms are applicable for any products that You purchased with Us.

1. Definitions
For the purposes of this Return and Refund Policy: Company (referred to as either "the Company", "We", "Us" or "Our" in this Agreement) refers to Horng shan Engineering Development co.,Ltd, No. 49-1, Ln. 123, Bade 2nd Rd., Renwu Dist., Kaohsiung City 814032 , Taiwan (R.O.C.) Goods refer to the items offered for sale on the Service. Orders mean a request by You to purchase Goods from Us. Service refers to the Website. Website refers to Custo, accessible from tw.custo.co You means the individual accessing or using the Service, or the company, or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.

2. Your order cancellation rights
You are entitled to cancel Your Order within 100 days without giving any reason for doing so. We will reimburse You 50% of the price paid in store credit. The deadline for cancelling an Order is 100 days from the date on which You received the Goods or on which a third party you have appointed, who is not the carrier, takes possession of the product delivered.
In order to exercise Your right of cancellation, You must inform Us of your decision by means of a clear statement. You can inform us of your decision by:

Singapore:
By email: cs@custo.co
By phone number: +65 9810 6417

Taiwan:
By email: tw.cs@custo.co
By phone number: +886-7-375-7218

We will provide the store credit to You no later than 14 days from the day on which We receive the returned Goods.

3. Conditions for Returns
In order for the Goods to be eligible for a return or exchange, please make sure that: The Goods were purchased in the last 100 days The Goods are not damaged We reserve the right to refuse returns of any merchandise that does not meet the above return conditions in our sole discretion. Only regular priced Goods may be refunded. Unfortunately, Goods on sale cannot be refunded. This exclusion may not apply to You if it is not permitted by applicable law.

4. Returning Goods
You are responsible for the cost and risk of returning the Goods to Us. You should send the Goods at the following address:
Taiwan: 814032高雄市仁武區八德二路123巷49-1號
(No. 49-1, Ln. 123, Bade 2nd Rd., Renwu Dist., Kaohsiung City 814032,
Taiwan (R.O.C.))
We cannot be held responsible for Goods damaged or lost in return shipment. Therefore, We recommend an insured and trackable mail service. We are unable to issue a refund without actual receipt of the Goods or proof of received return delivery.

5. Contact us
If you have any questions about our Returns and Refunds Policy, please contact us:

Singapore:
By email: cs@custo.co
By phone number: +65 9810 6417

Taiwan:
By email: tw.cs@custo.co
By phone number: +886-7-375-7218

You can cancel your order and request for a full refund within 7 days from the time you made your order. We do urge you to get in touch with us on the contact page or give us a call as soon as possible.

If you have made a request to start production with urgency, please note that once production has started, your order will be fulfilled and you cannot cancel your order.

Depending on your country, please refer to the tool page on our site which will indicate how long it will take. The delivery date also depends on options and colours you’ve chosen.

We will send you progress messages via email so you are updated on the status of your Custo build. Our colleague will contact you with delivery time slot options once your Custo furniture is ready for delivery.

All furniture comes assembled or will be assembled at your home or office by our team. We are working towards self-assembly in the future so we can deliver faster and at lower prices. If you are a keen self-builder do follow us on social media for the latest updates.

Yes, you can track your order with your order number. Simply log in to your account on Custo to view the necessary details.

We aim to make all our customers happy and enjoy the product we have delivered. If for whatever reason you are not 100% satisfied with us, please get in touch with our team and we will do our best to correct the situation.

Colours may vary from country to country. We suggest you go to our customisation tool in the country you are making the order and it will show you the available colours.

If you have a special request or like a colour that we do not have, please send us a message in our chat or email and we will follow up with you.