Because most ROCO furniture is made specifically for you, delivery isn’t a separate transaction — it is the final stage of the piece we built. It takes coordination between our workshop, you, and the right logistics partner, and this page explains exactly how that works.

You’ll find how production and transit timelines fit together, which delivery methods may be available, how charges are quoted, what to prepare before your furniture arrives, and how to report anything wrong at delivery. International delivery, offered by special request, is covered near the end.

HOW ROCO DELIVERY WORKS Your piece is built, quality-checked and packed. Once the balance and delivery charges are settled, it is dispatched, and transit begins. On arrival, you inspect it — and if anything isn’t right, you tell us within the reporting window and we put it right. Everything below is the detail behind those steps.

The production, delivery and installation terms confirmed on your product page, quotation, invoice or written order confirmation form part of your order, and are read together with this policy.

At a glance

The quick version. Each row is explained in the sections that follow.

Made-to-order production

Most ROCO pieces are manufactured after you confirm your order and pay the required advance — material preparation, construction, foam, upholstery, finishing, hardware, assembly, curing, quality control and packaging. Because that work differs by product, we don’t apply one fixed production time to every order. Your lead time is confirmed in writing on the product page, quotation, invoice or order confirmation, and the latest order-specific estimate confirmed in writing is the one that applies.

Unless confirmed otherwise, the estimated timeline begins once we have your advance, your approvals on dimensions, materials, colour, finish and configuration, the delivery and access information we need, and any material you’re supplying. It may pause while we wait on an approval, a selection, an outstanding payment or missing site information — and changes requested after confirmation may adjust the price and extend the estimate. Made-to-order work can also be affected by material availability, supplier interruptions, extended curing, peak wedding or Eid demand, holidays, weather or events outside our control; where a material delay occurs, we share a revised estimate.

Production time and transit time

These are two separate periods, and it helps to plan for both. Production lead time covers manufacturing and preparation only. Transit — the time to actually move your furniture to you — begins after production is finished, quality control is cleared, the piece is packed, the outstanding balance is received, delivery charges are approved and paid, and the shipment is booked.

So if your order states a 10–14 day production lead time, that is time in the workshop. Transit is added on top, once the piece is built, paid and booked. Please plan any required arrival date around both.

Quality control before dispatch

Before dispatch we check the piece as appropriate to its type — dimensions, material and configuration, colour and finish, structural stability, drawer and door operation, upholstery and stitching, hardware and mechanism, surface condition, component count and packaging. We may share pre-dispatch photographs or video; these document condition and configuration but don’t replace your own delivery inspection or prevent you reporting a hidden defect later.

Balance payment before dispatch

Unless different terms are confirmed in writing, the remaining product balance and approved delivery charges are due before dispatch. We may hold dispatch where the balance or delivery charges are unpaid, payment verification is pending, or delivery information is incomplete — and the estimated delivery date may shift accordingly. See the separate ROCO Partial Payment Policy for full advance and balance terms.

Delivery methods

Depending on the product and destination, one or more of these may be available. What each includes is confirmed in your delivery quotation — unloading, placement and assembly are included only where expressly stated.

Courier and cargo drivers should not be assumed to provide assembly, upper-floor lifting or room placement unless expressly arranged. Where you select and control the carrier, any later issue is assessed by cause — manufacture, ROCO packaging, loading, transport or handling — and our manufacturing warranty still applies to eligible defects.

Nationwide availability

We deliver to many cities and towns across Pakistan. Availability depends on a suitable transport service, road and route access, product size and packaging, local cargo limits and distance from the nearest terminal. Some remote or difficult destinations may need cargo-station collection, delivery to the nearest accessible city, a separate local transporter, or additional transit time and handling charges — and we explain the available method before you approve the final delivery quotation.

Transit times and tracking

Transit time begins once the shipment is collected or dispatched, and your estimate reflects the destination, provider, method, route, product size and whether transport is shared or dedicated. Estimates are not guaranteed appointments unless confirmed in writing, and can be affected by provider schedules, cargo consolidation, weather, road conditions, holidays or security restrictions. Where the provider supports tracking, we share the consignment details; some furniture vehicles and local cargo services don’t offer live tracking, in which case we update you by WhatsApp or phone.

Delivery charges

Because furniture varies so much in size, weight, fragility and handling, we quote delivery rather than apply a flat rate. Charges reflect dimensions and weight, number of items, packed size, destination and distance from a terminal, door delivery versus station collection, floor and lift access, labour, restricted access and any special handling. Your quotation or invoice will show whether the charge is confirmed, estimated, payable separately, or to be calculated once final packed dimensions are known — and the shipment isn’t booked until any required delivery quote is communicated, approved and paid.

A confirmed standard charge won’t ordinarily change unless something material does — the address changes, access information was incomplete, extra floors or labour are needed, the disclosed lift can’t be used, special lifting is required, you request a different method or express transport, a product change alters shipment size, a remote location needs additional local delivery, or a failed attempt creates extra cost. We always communicate a revised charge before arranging the affected service.

Your address and scheduling

Please give us an accurate recipient name, full address and area, an active phone number, floor number, lift availability and any access instructions — and tell us of any change before dispatch. An address change after dispatch may not be possible and can incur redirection, return transport, storage or redelivery charges; we aren’t responsible for delays caused by inaccurate or incomplete information. Before delivery, we or the provider may contact you to confirm availability, give an estimated window and arrange access or labour. Delivery windows are estimates affected by route and traffic, and you or an authorised adult should be available to receive and inspect the order, as a delivery team may not be able to wait indefinitely.

Access, upper floors and handling

Before confirming, please check the entrance, doorway and corridor dimensions, staircase width and turns, ceiling clearance, lift size, door and weight limits, parking or loading restrictions and your room dimensions. For nationwide orders we rely on the access information you supply — so where a correctly made product can’t enter because that information was inaccurate or incomplete, it isn’t treated as a manufacturing or delivery defect, and additional charges may apply for dismantling, reassembly, upper-floor carrying, special lifting, crane or balcony access, or redelivery.

Standard delivery doesn’t automatically include unlimited manual carrying to upper floors — additional charges may apply where there’s no suitable lift, the piece doesn’t fit or exceeds the lift’s weight, long stair access is needed, or extra workers or equipment are required. Please disclose these conditions before your delivery quote is finalised. For safety, we or the provider may decline a lifting method that poses unreasonable risk to people, property, the furniture or the team, and propose a quoted alternative.

What standard delivery does not include

Unless expressly included in writing, standard delivery does not cover:

• Wall mounting, drilling, electrical or plumbing work
• Removing doors or windows, or building alterations
• Crane or rope lifting
• Disposal of old furniture or packaging
• Moving unrelated household furniture
• On-site carpentry modifications or complex installation
• Repeated room-to-room repositioning

Basic placement or assembly is provided only where included in your accepted delivery or installation terms.

Assembly

Depending on design, size, transport safety and access, furniture may arrive fully assembled, partially assembled, in modules, flat-packed or in knock-down form, with final assembly at the destination. Where ROCO assembly is included, it’s stated in your quotation, invoice or confirmation. Where it’s excluded, please don’t assume a courier or cargo representative is trained or authorised to assemble it — damage from incorrect or unauthorised third-party assembly may not be covered unless it originated from a ROCO manufacturing defect or incorrect ROCO instructions.

Packaging

Packaging is chosen for the product and method — protective wrapping, foam, corner guards, cardboard, film, blanket covering, separate component packing, and wooden reinforcement or crating where appropriate. It reduces transport risk but can’t guarantee damage never occurs. Please avoid cutting deeply into packaging with knives or blades, as this can damage fabric, leather, laminate, paint, polish, wood or cushioning, and keep the packaging until your initial inspection is done.

Transit insurance

Standard furniture transport may not include third-party transit insurance. Treat a shipment as insured only where insurance is expressly confirmed in writing — on the invoice, delivery quotation, order confirmation, carrier document or a separate insurance confirmation — in which case the insurer’s coverage limits, exclusions, reporting deadlines and claim procedure apply alongside our own assessment. We will never describe a shipment as insured where no verified arrangement exists, and the absence of insurance doesn’t remove your ability to report an issue or our responsibility to assess whether it resulted from manufacturing, packaging or a ROCO-appointed delivery arrangement.

Inspecting your delivery, and what to report

Where possible, inspect the furniture on arrival — product identity and quantity, dimensions, colour and material, visible packaging or product damage, upholstery, glass or stone, missing components, and major alignment concerns. If you spot something, photograph the packaging and the complete product, take close-ups of the affected area, note it with the delivery representative where you can, and contact us within the window below. Signing a delivery document does not remove coverage for a hidden manufacturing defect that couldn’t reasonably be seen at delivery.

A short video helps but isn’t the only acceptable evidence. Visible delivery damage reported well after 48 hours is harder to separate from damage occurring later, and is assessed on the available evidence.

Damaged, incorrect or incomplete deliveries

If a piece arrives damaged, incorrect or incomplete, we review the confirmed order, our pre-dispatch records, the packaging, the delivery circumstances and your evidence. Where an eligible issue is confirmed, we resolve it appropriately — adjustment, repair, refinishing, replacement hardware or component, a missing part, order correction, product replacement, or a refund review where correction isn’t practical. A minor repairable concern doesn’t automatically require full replacement or refund. Where the cause is a verified ROCO error or a delivery arrangement we appointed, we arrange a reasonable covered correction under the Returns, Cancellations, Repairs & Refunds Policy and the Confidence Warranty.

If a product arrives materially different from your order, unsafe, substantially damaged or structurally compromised, contact us immediately before accepting or refusing the shipment where possible. If you can’t reach us in the moment, document the issue clearly, note it with the delivery representative, avoid further use, preserve the product and packaging, and contact us promptly. Please don’t arrange private repair, disposal, dismantling or return transport before receiving written instructions from us.

Unsuccessful attempts and storage

A delivery may be treated as unsuccessful where no authorised recipient is available or reachable, entry is refused without an eligible reason, the address is incorrect, access is materially different from what was disclosed, required building permission is missing, payment is still outstanding, or the location is unsafe. Where completion fails for a reason outside our control, additional charges may apply for waiting, storage, return transport, labour or a new attempt — always explained before redelivery is arranged.

Where a completed order can’t be dispatched because you request a prolonged delay, are unavailable, haven’t completed payment or haven’t provided an accessible location, we offer a reasonable complimentary holding period where possible. After that, storage charges may apply based on size, duration and handling, communicated before they begin. We can’t guarantee unlimited storage of completed made-to-order furniture.

How international delivery works

International delivery is offered by special request, case by case — it is not a standard service, and isn’t available for every product, destination or address. Feasibility depends on the product’s construction and whether it can be safely disassembled or folded, its packed dimensions and weight, the destination country, carrier acceptance, packaging or crating needs, customs requirements and the availability of suitable final delivery. We don’t guarantee an international shipment until the product is assessed, a packing method is agreed, a carrier accepts it, you approve the final quotation and all required payments are received.

Where practical, we may adapt a piece into foldable, knock-down or flat-pack form to reduce packed size and handling risk. An international-ready version can differ from the standard local version in construction, joinery, fittings, component count, concealed hardware, price and production time — and we communicate any material change to the approved design before manufacturing, since not every product can be converted safely or economically. We may ship through DHL, another courier, air-cargo operators or freight forwarders, or a carrier you appoint; the provider depends on size, weight, destination and cost, and we don’t control carrier rates, customs processes or destination regulations.

International costs and insurance

Unless expressly agreed otherwise in writing, all international transport and destination costs are paid by the customer — specialised packaging and crating, courier or air-cargo and freight charges, dimensional-weight and handling fees, optional insurance, documentation, and customs duties, import taxes, brokerage, clearance, inspection, destination storage and local transport. Freight rates can change before booking because the final charge depends on packed size, actual and volumetric weight, destination and carrier availability, and the shipment isn’t booked until the final quotation is approved and paid.

You are responsible for confirming the furniture may legally be imported and for providing any information customs, carriers or agents require; we supply reasonable commercial and product documentation where available, but don’t control customs inspections, duty assessments or clearance times. International shipments aren’t automatically insured — insurance applies only where it’s available, you approve it, its cost is in the quotation and coverage is confirmed in writing. Where a carrier or insurer requires reporting sooner than our 48-hour window, follow the shorter deadline as well.

Receiving, repairs and cancellations

On receipt, inspect the shipment as soon as reasonably possible. If there’s damage or a missing component, photograph the unopened packaging and all carrier labels, the complete product and close-ups of the affected area, retain all packaging, notify the carrier where required, and contact us promptly — without disposing of packaging, arranging local repairs, modifying the product, returning it internationally or discarding a damaged component until we’ve given written instructions.

Because returning large made-to-order furniture across borders is often costly or impractical, an appropriate resolution may be remote assessment, replacement fittings or hardware, shipment of a replacement component or module, a contribution toward an approved local repair, or another mutually agreed solution — a full international return or complete replacement isn’t automatic where the concern can reasonably be resolved otherwise. Cost responsibility depends on the cause, the applicable warranty, carrier responsibility, insurance and any order-specific terms. International orders remain made-to-order and are governed by the Returns, Cancellations, Repairs & Refunds Policy; once special materials, export-ready construction, custom packaging, carrier booking or paid documentation are committed, the order may become non-cancellable or subject to committed-cost deductions, and third-party freight, customs and crating charges already incurred may be non-refundable unless they resulted directly from a confirmed ROCO error.

Delivery delays and date changes

We communicate significant known delays. A transit delay doesn’t ordinarily create a right to reject a correctly made piece where it was manufactured properly, dispatched within a reasonable period, and the delay resulted from transport or an external event while we keep you updated. Where a shipment is materially delayed, lost or can’t be completed, we investigate and propose an appropriate resolution, with cancellation or refund eligibility assessed under the Returns, Cancellations, Repairs & Refunds Policy.

Please request any delivery date or address change before dispatch — we’ll try to accommodate a reasonable request, though it may affect the transport booking, route, charge, transit time or storage, and a change to another city, region or country may need a new quotation. A change after dispatch is subject to carrier approval and may involve additional cost.

How this works with other ROCO policies

This policy sits alongside three others. The Returns, Cancellations, Repairs & Refunds Policy covers cancellations, resolution options, repair-first handling, replacement, refund eligibility and delivery-charge treatment. The Confidence Warranty covers manufacturing defects that appear after delivery — structure, foam, hardware, mechanisms, upholstery, finishes and outdoor coverage. The Partial Payment Policy covers advance, balance and dispatch-related payment terms.

Reporting a delivery concern

To report a delivery concern, send your invoice or order number, name and registered phone number, product name, delivery date and location, a clear description, photographs of the complete product and close-ups of the affected area, packaging photos where relevant, and a short video where helpful.

Report a delivery issue  —  our guided after-sales request:roco.pk/after-sales-request/?type=delivery WhatsApp: +92 317 6965610 Email: info@roco.pk

Report visible delivery concerns within 48 hours where reasonably possible, and please don’t dispatch, dismantle, repair or dispose of the furniture before receiving written instructions from us.

Consumer rights

This policy explains ROCO’s production, dispatch and delivery procedures clearly and fairly. Nothing here is intended to exclude or restrict a consumer right that cannot legally be excluded, and where any part conflicts with a mandatory requirement of applicable consumer law, that legal requirement takes priority.

Pakistan’s Competition Commission guidance calls for material information — including payment, returns, refunds, warranty, delivery and complaint procedures — to be displayed accurately and conspicuously, and Punjab consumer legislation requires return and refund policies to be clearly disclosed before a transaction is completed. This policy, and the ROCO policies it references, are published with that in mind.

Policy version

The version disclosed at the time of your order applies to that order. ROCO may update this policy to improve clarity, delivery procedures, logistics arrangements or customer support; a later update will not unfairly reduce delivery terms already confirmed for an existing order. Specific written terms on an invoice, quotation or order confirmation form part of the order agreement.

Made with care. Delivered with clarity.

A ROCO order is created for a particular customer, home and specification. Our responsibility is to make what was agreed, prepare it appropriately, communicate the delivery arrangement clearly, and respond fairly where an eligible issue occurs. Yours is to provide accurate delivery and access information, complete agreed payments, stay reachable to receive the order and inspect it on arrival. That cooperation lets us deliver made-to-order furniture safely across Pakistan — and, where feasible, to selected international destinations by special arrangement.