Frequently Asked Questions
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Delivery
Do I need to pay for delivery?
We offer free shipping for all our furnitures.
However, there are additional charges if we need to carry the item up the stairs or help with disposal of your old furnitures.
Do I need to pay for assembly?
We offer free assembly for all our furnitures if assembly is required.
Where is my order now?
We will keep you informed of your order's status via WhatsApp notifications when it has been (i) shipped from overseas and (ii) arrived in our warehouse.
You can also WhatsApp us to find out more about your order status.
How long will it take for my item to arrive?
Delivery after order confirmation depends on the furniture type:
- Dining sets such as tables, chairs and benches: 3 - 5 weeks
- Sofa: 4 - 6 weeks
If there are constraints in production capacity or delivery availability, we will notify you asap once we have confirmation from the factory.
Can you hold my order until my house is done?
Yes.
Please contact us after order placement so that we can coordinate production to reduce the amount of time your order spends in the warehouse.
This minimizes the risk of mold growth when the furniture is kept in the warehouse for a prolonged period of time.
Do note that once your order arrives at our local warehouse, we can only provide up to 1 month of free storage.
Beyond that, storage fee 5% order value per month will apply.
When will we start to arrange delivery dates with you?
Once the items in your order arrive at the Malaysia warehouse, we will reach out to you to arrange the delivery date and timeslot for delivery.
Do I have to be at home for the delivery?
Yes, this is something that we highly recommend.
If you are at home, we can carry the furniture to your desired location and help with the assembly.
Else, we can only leave the bulky furniture outside and it might block up the walks ways, which is less ideal.
Will I be contacted on the day of delivery?
On the day of delivery, we will WhatsApp in advance before arriving at your address.
Once we reach your location and you are not at home, we will contact you again and wait up to 30 mins before proceeding with the next delivery.
What if I miss my delivery?
We will reach out to you to arrange another delivery and charge a 10% order value rescheduling fee.
How do I change my order's delivery date?
You can inform us via WhatsApp about the changes to the delivery date.
Do note that:
- There are no reschelduling fees if we are informed 1 day before the agreed delivery date
- We charge a 10% order value rescheduling feeif we are only informed on the day of the original delivery date instead
How do I change my delivery address after I place my order?
You can inform us via WhatsApp about the changes to the delivery address.
Do note that:
- There are no reschelduling fees if we are informed about the delivery address change before delivery team sets off to fulfil the order.
What services will be provided for my delivery?
All our deliveries include the following services:
- Moving the furniture to your home
- Unpacking the furniture
- Assembling the furniture
- Removing all packaging materials post assembly after you are satisfied with the furniture and provides your sign-off
Do you offer disposal service for the furniture I am replacing?
No, at this moment, we do not provide disposal service for the furniture you are seeking to replace.
Can you deliver to all areas?
No.
We only deliver to locations within West Malaysia
Order
I didn't receive my order confirmation, can you resend it?
Yes.
You can reach out to us via WhatsApp to ask us to resend the order confirmation.
Please clearly indicate the order details for us to follow up.
How long will it take for my order to be processed?
Your order will be processed in 1 to 2 working days
When will I be charged?
You will be charged at the time of purchase.
Alternatively, there is the option to pay a 50% deposit with the balance of payment done after delivery and assembly.
Can I cancel my order?
Yes.
If you cancel your order within 24 hours after order placement, you get the full refund with no cancellation fees.
However, if you cancel your order more than 24 hours after order placement and within 5 days, we charge a 25% order value cancellation fee to cover for material procurement costs.
If you cancel your order after 5 days and before shipment, we charge a 30% order value cancellation fee to cover for material procurement and production labour costs.
How do I cancel my order?
Please reach out to us via WhatsApp to cancel your order.
To facilitate the process, please provide us with your order number and reason for cancellation.
We will process your request and refund you accordingly after deducting the cancellation fee from order value.
Can I return my order?
Yes.
Return is possible within 30 days from the delivery date.
What should I do if I receive a defective product?
Please reach out to us WhatsApp with the following details:
- Order number
- Explanation of defect
- Photo showing the area of defect
We will review the information and respond to you within 24 hours.
We seek your patience and cooperation in resolving the issue.
Do you offer warranty for your products?
Yes.
We offer warranty for our furnitures.
For detailed information about our warranty policy, please visit our warranty page.
How do I make a claim?
Please reach out to us via WhatsApp with the following details:
- Order number
- Explanation of defect
- Photo showing the area of defect
We will review the information and respond to you within 24 hours.
We seek your patience and cooperation in resolving the issue.
Product
Do you offer customization for sofas?
Yes.
You can choose the width, length, upholstery material and upholstery color based on available options.
If you cannot find your desired colour or dimensions, reach out to us to via WhatsApp to see if further customizations is possible.
Are your items true to pictures?
We try to portray our pieces as accurately as possible.
However, there may still minor colour variations due to differences in monitor settings or the lighting environment when capturing the photos.
Why do the sofa dimensions seem a bit off when I try to measure?
All upholstered sofas may vary by 2cm - 5cm especially for a sofas with two or more modules.
This is by no means considered a defect and occurs as sofa is handmade. Uneven compression of foams by upholstery can also result in differences.
Where are your products made?
Our products are made by experienced manufacturers in China that have over 20 years of expertise that has a strong focus on quality.
In addition, we actively track the product quality of our manufacturers and stop collaborations with manufacturers that have higher defect rate overtime.
Do you have a showroom?
Currently, we do not have a showroom yet as we prioritize on creating a great online experience with compeitive pricing first.
Do you have any sofa recommendations for pet owners?
We recommend pet friendly fabric or leather upholstery for pet owners.
All our fabric sofas can be customized to be upholstered in pet friendly fabric. You can find more details about our pet friendly fabrics here.
If you prefer a leather sofa, all our leather sofas can be customized to be upholstered in pet friendly leather too with a silicone coating that is resistant against scratches. You can find more details about our pet friendly leathers here.
Are your fabric sofas water and stain resistant?
By default, most of our sofas use fabrics that are not water and stain resistant. This is because, we want to keep our sofa fabrics in their most natural form where it is comfortable to touch and rest on.
However, for people who value ease of maintenance more, we offer free water and stain resistance treatment for our fabric sofas. The trade off of this treatment is that the fabric might become slightly firmer and the colour may appear duller.
Last update: 18th April 2024