General

Who are you?

We’re Cluster-Cluster, a lifestyle home & living online shop based in Singapore. We offer compact furniture, home accessories, lighting, diningware and everything in between. We also design and create our own products under the ClusterHOME brand to add to the mix.

Can I view your products in person?

We offer walk-ins at our studio with weekly promotional deals for selected items on display, Monday - Friday (excluding public holidays) from 10am - 6pm, and Saturdays from 1pm - 5pm.

* For product viewings, please email cc@cluster-cluster.com to make an appointment with a list of your selected viewing items so that we can ready them for your arrival.

Where do you design or source your products?

We scour the globe namely in Europe, America, Australia, China and many parts of Asia. Our creative curation includes products made by local and regional designers, and our in-house designs under the ClusterHOME brand. Every piece is designed with love and crafted by regional artisans, most recently in a small village in Java, Indonesia.

Orders

How do I place an order?

Place your order by clicking on your desired item, with your preferred sizing or colour and select the “Add to Cart” option. Once you’ve picked what you like, proceed to check out and follow the payment instructions on your screen.

How long can I hold my order at your studio after I've purchased it?  

Once your order's been made, all self-pick up and premium orders must be collected or delivered by us within 30 days upon receipt of payment, otherwise orders not collected or fulfilled within the 30 days, will be considered void and non-refundable.  

The product I want is sold out. Will it come back?

If it's still on the website, it means we're making plans to bring more stock in as soon as we can. You're welcome to email us at cc@cluster-cluster.com with an enquiry.

What happens if I pre-order a sold out item?

If you're not in a hurry and want to lock down a product, pre-orders are available for selected items, and for your wonderful patience, we offer all pre-orders with a discount! 

Please understand that unforeseen delays may happen, so please do not place a pre-order if you need it urgently. 

Do note pre-orders can take an estimate of 3-5 weeks and customer care will contact you to give you a heads up once our shipment arrives. 

My lamp didn't come with a bulb or an adaptor!

We don't include bulbs or adaptors with our lights, but do sometimes throw in complimentary ones as a free gift to brighten your day! Please head over to our BULBS section to purchase bulbs, or head over to your convenient store to purchase an adaptor.

How do I key in my Discount Code / Gift Voucher?

Click "Check out" after you're done shopping at your Cart page. You'll then be directed to the next page where the "Gift card or Discount code" bar can be found on the right side of the page. Fill in your code and hit "Apply" and you're all done.

** If you've forgotten to apply the discount code before checkout, please note once your order has been placed, we are unable to manually add the discount. This discount may however, be used on your next order.

What payment methods do I have?

All products are charged in Singapore dollars. We accept all online payments through Paypal, and all major credit cards such as Visa, Mastercard, American Express, JCB and Union Pay. 

To pay using credit cards, choose the checkout as guest option on the Paypal page.

We also offer NETS checkout over at our studio for walk-in purchases.

Deliveries

What are your delivery options + times + rates like?

All orders are processed within 24 hours after an order has been made. If an order was made on Friday after 4pm, or on the weekend, it will get processed on Monday, the next work day.

If you decide on a Self Pick-Up or Premium Delivery option, customer care will contact you after you've made your order.

STANDARD DELIVERY includes packing + delivery for a flat rate of S$10 and can vary from 1-4 days between 9am - 9.30pm island wide , including Sentosa island. Orders S$100 and above scores a FREE standard delivery! 

PREMIUM DELIVERY gives you the flexibility to choose a time slot and date of delivery with a flat rate of S$15 island wide, including Sentosa island. Please leave a 24 hour window for packing and processing. 

Please note the available time slots below: 

Morning Slot: 9am - 12pm 

Lunchtime Slot: 12pm - 3pm 

Afternoon Slot: 3pm - 6pm 

Evening Slot: 6pm - 10pm

SELF PICK-UP at our studio can be done at least 24 hours after your order has been made. Please note our office hours are Monday to Friday, 10am - 6.30pm excluding public holidays, and Saturdays from 1pm - 5pm.

Please confirm with customer care on your self collection time and day before dropping by to make sure the team is available to assist you.

* If you've changed your mind after choosing the Self Pick-Up option, you can add delivery to your order by purchasing it here.

CUSTOM JOBS refer to products like wallpaper. Please note custom jobs can take between 3-5 weeks, as all wallpaper designs are printed to order and customised to fit your wall dimensions. International shipping is available for all wallpaper, contact us for a shipping quote to your country.

Our logistics provider will do their very best to cater to your specific time slot, however during public holidays, orders are not executed. And at times of thunderstorm and rain, heavy traffic and other elements beyond their control, we appreciate your most kind understanding and patience for any unexpected delays.

Why is my order late?

Delays may occur from time to time and we apologise in advance. 

To speak with our logistics provider directly about your order, call (+65) 6602 8271 and have your order number ready with this sequence below:
NVSGCLSTR00000XXXX
For e.g. if your order number is 2000, then your order number is:
NVSGCLSTR000002000

You can also email us at cc@cluster-cluster.com and we will check on your order and make sure your parcel gets delivered to you as soon as possible.

Custom jobs like wallpaper also require some patience as necessary custom checks and documentation can take longer than expected. We seek your kind understanding and assurance that your order will get sent to you as early as possible.

How do I track my order?

After you've made your order, you will receive an email order confirmation and order number.

Click here and key in your order number.

E.g.: NVSGCLSTR00000XXXX
The last 4 "X" represents your unique order number code to fill in. Please note if your order consists of more than 1 box, alphabets will be used to distinguish Box 1-2. E.g.: NVSGCLSTR0000XXXXA and NVSGCLSTR0000XXXXB

For all delivery enquires, you can contact our logistics provider directly at (+65) 6602 8271 or email support_sg@ninjavan.co to check on the status of your order.

You can also contact us at our hotline (+65) 6273 0370 or email cc@cluster-cluster.com and we will help track your order for you.

Can I change the item and delivery address once I've made my order?

Please notify us of any changes or cancellations within the 24-hour time frame of the original delivery time slot by emailing customer care at cc@cluster-cluster.com

International delivery - What other countries do you deliver to?

Wallpaper is available for international delivery, for everything else we currently only delivery within Singapore, but have plans to expand regionally with affordable shipping rates. We're working on this, promise!

However, if you would like to arrange an international shipping agent and have them pick it up at our Singapore studio, we can accommodate this request. Email us at cc@cluster-cluster.com and we'd be happy to help!

Returns

I've received a faulty item! What do I do?

We advise all customers to inspect all items carefully for damages or defects upon receiving. Though rare, you have the right to reject the merchandise upon delivery at no cost or schedule for an exchange.

To qualify for a refund, return or exchange, please download this form, fill it up with the necessary information, and email us at cc@cluster-cluster.com within 3 days upon receiving your order.

If the item you would like to return has a defect, please send a photo of this attached to your email with the return/exchange form. 

I would like to return or exchange an unused item I just bought.

Items that qualify for our return policy can be returned, exchanged or refunded once customer care has been alerted within 3 days upon receiving your order, provided your returns are unused, undamaged, in original condition with full packaging.

To qualify for a refund and return, please download this form, fill it up with your necessary information, and email us at cc@cluster-cluster.com within 3 days upon receiving your order. Delivery charges are not refundable for your product refund and restocking fees apply.

Please note custom jobs like wallpaper, or SALE items do not qualify for return or exchange.

All exchanged items that are used and not in its original packaging will not qualify for return, exchange or refund. Cluster-Cluster reserves the right to reject any return, exchange, refund deemed unfit or unreasonable as items need to be in resell-able condition. 

What is a restocking fee?

All items accepted in good condition, but wished to be returned by you within 3 days from receipt of delivery, a restocking fee will be imposed as deducted on your refund according to the rates as follows:

Goods for exchange - S$12 per box

Goods for refund - S$12 per box

Goods returned & self-delivered - S$8 per box 

This restocking fee is valid for items regardless of whether you have any outstanding orders to be delivered. Do note that all returned products must be unused and in perfect resell-able condition.

The restocking fee includes transportation, coordination and management fees, rewrapping, inventory and administrative management.

What payment methods do I have if I choose to return an item, in exchange for another product higher in value?

Contact customer care at cc@cluster-cluster.com and we'll lead you along the way. Or you can also head over to https://www.paypal.me/clustercluster to pay the balance, which may also include restocking and delivery fees.

We also offer NETS checkout at our studio.

Account

I've forgotten my password and can't log in!

It happens! Simply click the "Forgot Password" link on the login page and request for a reset.

How safe is my personal information on your site?

All our members’ data and information is safe with us! We will never disclose, share or sell your data to anyone. Please refer to our Privacy Statement and Terms of Service for more information.

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