Frequently Asked Questions (FAQ)


1. Can I change my information after I made my purchase? For example “Name, Address, Contact Number and etc…”

Yes, changes still able to be made within 24 hours of your purchase. Please contact our office immediately “03-7843 0200 (9am-6pm)” providing your order number for the changes. We will not able to make any changes after the 24 hours.


2. Can I change the item in my order?

Yes, you’re allow to change the item within the 24 hours of your purchase. When changing item, please note that the total order price had to be the same or higher than the price before.

Please contact our office immediately “03-7843 0200 (9am-6pm)” providing your order number for the changes. We will not able to make any changes after the 24 hours.


3. Am I allow to cancel my order?

There are currently no cancellations at this point in time. All items purchased are final sale.


4. Am I allow to return the goods?

All goods sold are final sale, except if there’s manufacturing defects. Customers are responsible for checking the goods upon delivery. We reserve the right to refuse returns or exchanges the goods that are not in as-new condition due to damage or misuse by customer.


5. What if there’s flaw on my goods?

If you believe your product has a flaw, please notify us within 24 hours of receiving the goods. As there is a possibility of furniture being damaged during transportation. You have the right to reject the goods upon delivery at no cost or schedule for an exchange, except for clearance items. Our Customer Service will be in touch with you within 48 hours.

You may email us at customercare@kinsen.com.my. Please note down the defects with your order number and attach us with images or videos of the defected area.


6. What about the payment?

We accept Visa or MasterCard for the payment. No instalment at the moment, we usually suggest our customer to call his/her bank for own installment.


7. How long does it takes for my item to deliver?

From dispatch to delivery, the earliest will be within 10 working days to the latest 21 working days. Depends on your location and also the availability stock. Our logistic department will notify you the delivery date once your order proceeded.

Visit our Shipping & Delivery Policies for more details.


8. What happen before and on the delivery day?

Our logistic department will contact you 1-2 days in advance to confirm the date and time of the delivery. On the delivery day, our lorry man will too contact you 1 hours in advance before heading to your place.

Please note that, your delivery will be postpone if our logistic or lorry man fail to reach you. It’s very important to key in the correct contact and answer the calls.


9. Is there any assembly charges?

We deliver and provide free assembly.


10 Do I need an account and what are the benefits?

You’re not required to create an account. But, having an account makes checkout much more easy. Also having the ability to create and send wishlist.