Shipping Policy

Please note that delivery periods may vary due to limited services in some areas. If you have any questions about freight costs and timeframes, please contact us here.

Furniture Freight Cost Guide

Houston Residents: Enjoy FREE White Glove Shipping on all orders delivered within Houston city limits. No minimum purchase required — no promo code needed. This premium service is automatically applied at checkout.

Homewares flat rate shipping is calculated at checkout. 

All delivery charges are for a single-trip delivery service. If you wish to split your delivery or receive items within your order on seperate dates, additional shipping charges will occur depending on the number of trips requested. 

Preparing for Delivery 
 
Please ensure you have confirmed the measurements of your access points. En Gold is not responsible for goods that do not fit where intended or cannot be safely delivered due to unviable access points. Please note that our pieces are fragile, and it is at the freight companies' discretion when delivering whether they deem the access is safe to avoid damage to the item and the safety of their workers. If delivery cannot be fulfilled due to entry access, the freight charge will still be applied in addition to a restocking fee.  If you are unsure about the accessibility of your property, please get in touch with support@engold.com before the arrival date.  
 
Please use our Furniture Measuring Guide to assist.  

Once your order has been dispatched, you will receive a text message confirming the estimated date and time of delivery. Please ensure that you respond to the text to avoid delays. If the delivery team does not receive a confirmation text message from you, they will attempt to call you. Please note that delivery will not proceed until confirmation has been received.  
 
If you cannot accept delivery on the days provided, please contact the freight provider directly to reschedule. Please note if you are away from the delivery address upon delivery, this will be subject to a re-delivery charge incurred by the third-party freight carrier.  

All freight and shipping charges are paid directly to third party services and are non refundable.
 
If you cannot take delivery before or after a specific date, please ensure this is communicated on your order or to the salesperson at the time of purchase. Changes to the delivery once the item has left our warehouse will be subject to additional charges.

After delivery is scheduled and confirmed, it cannot be cancelled. If cancellation is requested after it is scheduled, a redelivery fee of 100% of the original shipping fee value will be applied. 
 
All orders will be dispatched within 5-10 business days of the order, depending on the state you live in (unless otherwise specified). A tracking number will be provided for any homewares orders. For all furniture orders, the assigned third-party freight provider will contact you via email or text to provide delivery date details directly to you.  

We cannot send orders to a Post-Parcel Pick-up or PO Box address. Please ensure you have a residential or commercial address to provide at checkout.  

Inspection Upon Delivery

Customer Responsibility

It is the customer's responsibility to thoroughly inspect all products before accepting delivery.

Please carefully examine the product for:

• Visible transit damage

• Manufacturing defects

• Incorrect items

• Missing components

• Any condition that appears unsatisfactory

If you identify any visible damage, manufacturing defects, incorrect items or any other concerns that are reasonably identifiable upon delivery, you must refuse delivery and notify En Gold immediately.

If you are unable to adequately inspect your order at the time of delivery, you should refuse delivery and arrange a re-delivery once inspection can be completed.

Acceptance of the delivery confirms that you have inspected the goods and accepted them in their delivered condition with respect to any visible damage, defects or issues that were reasonably identifiable at the time of delivery.

En Gold cannot accept claims relating to visible transit damage, cosmetic defects, incorrect products or other issues that were reasonably apparent upon delivery once the goods have been signed for or otherwise accepted.

If damage or a defect was concealed by packaging and could not reasonably have been identified during delivery, you must notify En Gold within 24 hours of delivery and provide photographs of:

• The product

• The packaging

• The shipping labels

• The affected area

This allows us to investigate the matter promptly with our freight provider.

White Glove Delivery

Where available, White Glove Delivery includes placement of furniture within your nominated room and removal of packaging.

White Glove services vary depending on your location and delivery provider and may not be available in all areas.

For safety reasons, our delivery partners cannot modify products, remove doors or windows, lift products over balconies or perform any building alterations to facilitate delivery.

If your building has insurance requirements that the delivery carrier cannot meet, the order will be placed at the doorstep or entryway threshold.  

 Palletized and Small Parcel Delivery: 

Some items may require Palletized or Parcel Delivery, in which case the item will be placed at your entry way or threshold. Please ensure the item/s is unpackaged and handled with care as any damages reported after unpacking will not be viable for replacement. To know what to expect from a palletized delivery, learn more here. 

Made to order and Items with Lead Time 

All made-to-order and lead-time delivery timeframes are estimates and may be subject to early or late arrival. Our team will communicate any date changes via email to the email address provided on the order. In the event that your order arrives early, please ensure you can facilitate early acceptance. If you require En Gold to hold your order, storage can be arranged for up to two (2) weeks free of charge; beyond this, a holding fee of $150 per week will begin to incur. 
 
Occasionally, delays can occur, and we appreciate your patience. We promise your beautiful En Gold piece is well worth the wait!

Ready to Ship

Items marked ready to ship will be dispatched from our warehouse within 5-7 working days, not including weekends and holidays. The transit time from our warehouse to your delivery address will depend on your location. Please note that extended shipping transit times may occur if you are in a regional area or if your closest city falls under an infrequent route.  

Warehouse & Third-Party Delivery

Where a customer elects to have an order delivered to a warehouse, freight forwarder, storage facility, or any third-party location in place of white glove delivery to a residential or commercial address, En Gold’s responsibility for the goods ceases in full once the item has been delivered, signed for, and accepted at that location.

The customer is solely responsible for ensuring the item is thoroughly inspected in its entirety at the time of delivery, prior to acceptance and sign-off. Any failure to inspect, note damage, or refuse delivery at that time constitutes acceptance of the item in its delivered condition.

From acceptance onward, En Gold accepts no liability for any damage, loss, deterioration, mishandling, improper storage, assembly errors, installation issues, or personal injury arising during or after onward transport, storage, handling, or installation by any third party. Items that require assembly, involve stone, marble, or other heavy or fragile materials, or require specialist handling must be delivered via white glove service. Delivery to a warehouse or third-party location is undertaken entirely at the customer’s own risk.