FAQ, Shipping & Care

Everything you need to know about ordering, delivery, natural variation, and caring for your Vale & Grain piece.

Ordering

Do you sell ready-to-ship pieces?

Yes. Selected pieces such as stools and coffee tables are available as ready-to-ship items. These pieces are listed in our shop and can be purchased directly when available.

Do you accept made-to-order requests?

Yes. We accept made-to-order and bespoke enquiries for tables and selected furniture pieces. You can share your preferred dimensions, material direction, and design preferences through our bespoke enquiry form.

Are all pieces one of a kind?

Each piece is shaped by the natural character of the material, including grain, tone, texture, and resin detail. Even pieces with a similar design will carry individual variation.

Bespoke Orders

How does the bespoke process work?

The process begins with an enquiry. We review your preferred size, use, location, material direction, and design references before guiding you through the next steps, including design confirmation, pricing, production, and delivery.

Can I choose the wood tone and resin colour?

Yes. Depending on material availability, you may select from different wood tones, resin tones, shapes, and finishing directions. We will guide you through suitable options during the consultation process.

How long does a bespoke piece take?

Lead time depends on the size, complexity, material availability, and delivery destination. We will provide an estimated timeline after reviewing your enquiry.

Shipping & Delivery

Do you ship internationally?

Yes. Vale & Grain is built as an export-focused furniture brand, and we can arrange shipping outside Hong Kong. Shipping costs and delivery times vary depending on destination, item size, weight, and packaging requirements.

How is furniture packaged?

Each piece is prepared with protective packaging suitable for furniture delivery. Larger or more delicate pieces may require reinforced packaging or crating to help protect the item during transit.

How are shipping costs calculated?

Shipping costs are calculated based on item size, weight, destination, and required packaging. For bespoke or larger pieces, shipping will usually be quoted separately before final confirmation.

Will I need to pay import duties or taxes?

Import duties, taxes, customs charges, or local fees may apply depending on the destination country. These charges are usually the responsibility of the customer unless otherwise agreed.

What happens if an item is damaged during delivery?

If your piece arrives with visible damage, please keep all packaging and contact us as soon as possible with photos of the item, packaging, and delivery label. We will review the issue and guide you through the next steps.

Natural Variation

Will my piece look exactly like the photos?

Natural materials vary in grain, tone, texture, and surface character. Product photos represent the specific item where possible, but slight differences may appear depending on lighting, screen settings, and material variation.

Are knots, marks, or grain changes normal?

Yes. Natural grain movement, knots, tonal differences, and surface character are part of the individuality of the material. These details are not considered defects unless they affect the intended function of the piece.

Can resin colour vary?

Yes. Resin tone and depth may appear slightly different depending on lighting, viewing angle, and surrounding interior colours.

Care & Maintenance

How should I care for my Vale & Grain piece?

Use a soft, dry or slightly damp cloth for regular cleaning. Avoid harsh chemicals, abrasive cleaners, or excessive water.

Can I place hot items directly on the surface?

We recommend using coasters, placemats, or protective pads for hot items, sharp objects, and heavy decorative pieces to help preserve the surface finish.

Can the furniture be placed in direct sunlight?

Long exposure to strong direct sunlight may affect natural wood tone and resin appearance over time. We recommend placing the piece away from prolonged intense sunlight where possible.

Is the furniture suitable for outdoor use?

Unless specifically stated, Vale & Grain pieces are designed for indoor residential use. Outdoor exposure, high humidity, or direct weather conditions may affect the material and finish.