SONOS + LG OLED Starter Home Theatre Set

How do I sign up for an Account?

• You can click here to access the account page and sign up with an email/password or a single sign on with your Google / Facebook or Whatsapp account.

How do I change my password?

• Once you have created an account you can change your password after you log in to your account. If you used a single sign on (with Google/Facebook/Whatsapp) you will not be able to change your password as this account will be linked to your SSO login. You are also unable to use single sign on if you have previously created an account with a similar email, or subscribed to our newsletter with the same email.

Where is your showroom?

• As an online retailer, we do not have a storefront, but we have experience centers built into our fulfillment centers to help our customers understand our products and how they can be used to design their living spaces. All our experience centers are located at our fulfillment centers locally, and you can find their addresses in our contact page here.

Can we view the item in person?

• Absolutely. We are more than happy to accommodate in-person viewings for you to be able to see and experience your product before purchase.
• Keep in mind however these viewings are only accommodated on an appointment basis. We do not accept walk-ins, and without an appointment there may not be a service specialist ready to assist you.
• Appointments can be made through our contact form or contacting us via email, whatsapp or live-chat.

What payment methods to you accept?

• We accept all major forms of credit card payments in Brunei (Visa/Mastercard)
• We accept cash terms (Bank Transfer, Cash payments).
• We also accept cryptocurrencies, but only Ethereum, Bitcoin and USDT at the moment.
• We do not accept bank cheques, credit notes and foreign currencies.
• We do not levy a surcharge on non cash payments.
• For corporate customers, please contact us for separate payment arrangements.

How do I redeem a discount or promo voucher?

• If you have access to a discount or promo voucher you can enter the code in your checkout page. The discount will be automatically applied if it is valid.

Do you have a rent to own option?

• We currently do not offer rent-to-own, financing or split payment options.

What are installation charges?

• Our installation charges vary depending on the product. For large items such as TVs, the surcharge ranges between $50 to $100 depending on the size of your product and complexity of the installation. Contact us after or before your purchase for a free quote. Installations are currently administered by third party vendors. Liabilities and claims for installation procedures will not be covered under the Futurestore.

What type of purchase is eligible for a discount or promo code?

• Vouchers and discount codes have certain exclusion and inclusion conditions applied depending on the extent of their coverage. The best way to validate the eligibility of your discount code is to apply it in your checkout page.

How do I cancel my order?

• Once an order is placed it cannot be cancelled.
• You can however begin a refund/return process following our refund policy, after you have received your products.
• You can contact us for more information or to make a case under special circumstances.
• Applicable Fees may apply.

How can I check my delivery appointment?

• Once your order is marked ready for delivery you will receive an email notification (and a whatsapp notification if you have opted in for text message notifications).
• Our customer service teams will contact you once your order is ready to confirm your preferred delivery window.
• Do reach out to us before hand if you have specific delivery requests, or add it as a note during your checkout process.

Do you ship internationally?

• Currently we do not offer international shipping on our website.
• If you have a product you are interested in and do not reside in Brunei Darussalam, please contact us for a special quote and to see if we can accommodate your purchase request.

What happens if I am not at home to receive my order?

• If a delivery attempt is made while no one is at your residence or delivery point to collect your purchase, a missed delivery will be marked.
• We will arrange for a complimentary delivery for a 2nd attempt.
• After a missed 2nd delivery attempt, delivery charges will apply.
• As part of our local delivery policy, we require proof-of-delivery in the form of photos and an e-signature. You, or an authorized recipient must be available to receive the goods and sign off on a successful delivery attempt.
• If no person is available to sign off on a delivery, it will be marked as a missed delivery attempt.

What is click and collect?

• Click and collect is an in-store collection process for customers who wish to opt out of delivery and collect their purchases at one of our fulfillment centers or collection points.
• We will arrange for a collection point nearest to your address of residence if you choose in-store pickup.
• A pre-scheduled appointment for in-store pickup will be assigned to your purchase.
• We do not accommodate walk-ins and unscheduled pick up attempts as our products must be prepared for order dispatch depending on stock availability.
• If you have a preference for a collection center location that is convenient for you, please select it during your checkout process or include it as a note during your purchase.

What is your exchange policy?

• Our 1 for 1 exchange policy applies only to certain products. More information can be found on product pages under the Warranty section.
• More information can be found on our 1 for 1 warranty page.

Can I return a product if I am not satisfied?

• As much as possible we would only want you to be happy with your purchase.
• We employ a no-questions-asked return policy on un-opened products for up to 14 days (with certain terms and conditions applied).
• If you have opened and used your product and are unsatisfied with your purchase, you are not covered under any of our return or exchange policies.
• Please contact us if this scenario presents itself and we will handle such circumstances on a case by case basis. Terms and Conditions will apply.

What does your 1 for 1 Warranty cover?

• More information on product inclusions and exclusions can be found on our 1 for 1 warranty page.

Do you offer same day delivery?

• We do offer same day delivery, but only on a special request basis. Currently it is not offered as an option on our website during checkout. If you require same day delivery please contact us before your purchase. Additional fees will apply and we will quote you before you make your purchase.

How long will it take before you deliver?

• We begin fulfillment of an order typically between 1-2 business days after an order has been placed.
• Deliveries are made between 1-3 business days after an order has been placed.
• Cut-off times for order processing are 6:00pm on weekdays. If an order is placed after 6:00pm, it will be scheduled for fulfillment 2 business days later.
• Orders placed on the weekend will begin order fulfillment the following Monday at 10:00am.
• Certain products require a longer lead time due to shipment preparation or a back-log of delivery schedules.
• You will be informed before your purchase of any potential delivery delays and an estimated date of delivery, either through email or whatsapp (if you have opted in to receive text messages).
• All our products on our website will display estimated delivery dates on their pages so you can plan your purchase and the receipt of your product.
• Should you wish to cancel your order before an order fulfillment takes place, please contact us directly and we will make the necessary arrangements to cancel your order.
• Once an order fulfillment takes place, cancellations are liable for potential fees levied under our return policy.

Do you deliver during weekends and public holidays?

• Currently we do not offer delivery services on weekends and public holidays.

How can I know the exact date and time of my delivery?

• You will only be able to receive a more accurate estimation of your delivery date and time after you have made an order.
• After placing an order you will receive an email and a whatsapp message with a tracking link.
• This tracking link will provide you with updates when a delivery order has been accepted, dispatched and when your delivery driver is on-route to your location.
• Our delivery drivers sometimes do multiple deliveries per day. The best way to obtain the best estimate of your delivery window is to check back on the tracking link.
• If you require urgent assistance on your delivery windows, contact us for live updates and for route rescheduling.