Shipping and Delivery Policies
Your confirmation order will be processed the next working day after we receive your paid order. Delivery day after payment processing may take up to 3 to 28 working days. On the product page for each item, you will see an estimated time of delivery e.g. ‘within 2-3 weeks’.
The estimated delivery days are in working days (Monday to Saturday) excluding Public holidays, between 9.30am-6pm. Item will be delivered to your door-step including installation by our in-house delivery team.
When estimating delivery duration, it is best to take the item with the longest estimated time. Occasionally, we may ship your items to you separately due to the nature of the products. In these instances, you will NOT be charged any extra delivery fees.
Although every effort is made to deliver your order according to the estimated delivery times provided, estimated delivery times may change due to changes in supply or circumstances beyond our control.
If your product has not arrived after the estimated delivery time, please contact us for assistance. Unless otherwise agreed by us, we will deliver your products to the address indicated on your Order Confirmation.
In the rare occurrence of a wrong item being delivered, please contact our customer service team within 24 hours and we will send a replacement.
Please Note: In some remote/regional areas our carriers may take longer delivery times.
Shipping charges are calculated based on product price and the geographical region of the delivery address. Estimated shipping charges from our Kinsen Home Warehouse are based on delivery zone with certain spending limit. The details for the shipping charges can be viewed at the table below.
Shipping estimates for individual products can be viewed by entering your state on the product page. Any applicable shipping charges for your order will be shown once your state is entered during the checkout process.
|Area Cover||Minimum Purchase||Delivery Charges/ Extra Charges||Estimate Delivery Date|
|Klang Valley||RM 500 and above||Free delivery||3-28 working days|
|Melaka||RM 500 and above||Free delivery||Follow our outstation date|
|Johor/ Johor Bahru||RM 500 and above||Free delivery||Follow our outstation date|
|Pahang||RM 2,000 and above||Free delivery||Follow our outstation date|
|Perak/ Ipoh||RM 2,000 and above||Free delivery||Follow our outstation date|
|Penang||RM 500 and above||Free delivery||Follow our outstation date|
|Kedah||RM 2,000 and above||Free delivery||Follow our outstation date|
|Terengganu||RM 3,000 and above||RM 200 delivery charges||Follow our outstation date|
|Kelantan||RM 3,000 and above||RM 200 delivery charges||Follow our outstation date|
|Singapore||RM 4,000 and above||RM 600 for custom documentation fees + GST||Follow our outstation date|
*Outstation delivery date will be informed after the purchase.
Be sure your building’s lifts, stairwells or doors are able to fit in the furniture dimensions before purchasing.
Delivery fee are not applicable to non-lift accessible floors. Do note that there will be an extra charges for lifting goods by stairs. Charges of RM 50 per floor starting from 3rd floor and above (apply to stairs within landed properties). For residence with lift, kindly check on your residence/loading lift size before delivery to avoid should the said bulky/bigger size item unable to fit into your lift.
Lifting will only proceed if our delivery team deems it is suitable to go ahead in a non-hazardous manner. If the lifting process is deemed hazardous, (i.e. items prone to damage on narrow stairway, obstruction of passageway), and deemed unfeasible based on our assessment; we reserve the right to cancel the delivery.
Our logistic department will contact you 1-2 days in advance with the confirm date and time of the delivery. Please ensure that there is someone to receive the delivery on the pre-agreed date and time and register with the residence management (if needed).
Item will be delivered into your home and placed on the area of your choice. We will also assemble the item (if applicable), and remove all packaging materials from your premise.
We offer disposal services, do let us know in advance with a remark at the checkout page. Disposal fee is applicable (RM50 and above), based on the size and quantities of the furniture that you wish to dispose.
Holding of Order
We are able to hold your confirmation bill order for a maximum of 6 Months from the earliest date that your order can be delivered from our warehouse.
Return & Refund Policy
All goods sold are final sale, except if there’s manufacturing defects. Customers are responsible for checking the goods upon receiving. We reserve the right to refuse returns or exchanges should the goods that are not in as-new condition due to damage or misuse by customer.
If you believe your product has a flaw, please notify us within 24 hours of receiving the goods. 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.
Note: All the measurements are made by hand, there may be 1-2cm deviations.
Product may vary slightly from images due to the use of natural wood colour and grain pattern, marble colour and stone pattern, different fabric batch, leather grains and etc. May due to the photoshoot screen settings and lighting conditions.
You can cancel your order with no additional charge and receive a full refund. You’re only allow to cancel the order within the 24 hours of your purchase. Please contact our office immediately “03-7843 0200 (Monday to Friday “9am-6pm)” and provide your order number if you wish to cancel the order. Cancellations are not allowed after 24 hours.
Payment Methods and Processing
We currently only accept Visa and Mastercard. Order processing will not begin until we receive all the information required.
Orders placed on a weekend or Public holiday will not be processed until the next business day. Business days are from Monday to Friday, excluding Public holidays.
We process credit card payments after you click the “Place Order” button. Payment is payable in Ringgit Malaysia as indicated on the Order Confirmation. If your payment is not received within 5 days from the date that you receive your Order Confirmation, Kinsen Home reserves the right to cancel the transaction.
For credit card payment, we will email a tax invoice to you with your Order Confirmation. Your tax invoice is your proof of purchase.
- Debit cards have daily spending limits that may substantially delay the processing of your order.
- You may be required to provide further identification for additional security reference checks.