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Everything you need to know about the product and shipping.
- Courier Delivery: You’ll receive an email or message with a tracking number after dispatch. Track your order status on the courier service website.
- Our Own Lorry Delivery: You’ll receive an email or message with driver and lorry details one day before dispatch. The driver will also call you upon arrival.
Unfortunately, we cannot cancel orders due to a change of mind. However, we understand that mistakes happen. If you need to edit your order information, such as the delivery address or contact number, please contact our customer service as soon as possible.
Here’s what you can do:
- Contact our customer service via hello@neolivin.com, or Live Chat.
- Have your order number ready when contacting customer service.
We cannot guarantee changes to orders after 24 hours of placement. This is because orders may be processed once received
- Check for Split Shipments: We occasionally ship from multiple warehouses. You should have received tracking information for any separate packages.
- Still Missing Something? If you haven’t received all your items after 2-3 business days, contact our customer service team for assistance. You can reach them at LiveChar or hello@neolivin.com
If you encounter any issues with your order, please contact our customer service team via live chat or email. We’re here to help and will work to resolve the issue as quickly as possible
If there’s a defect with your product please fill in this Defective Product Form and we will look into it and get back to you within 2-3 working days!
Unfortunately, we do not offer returns, refunds, or cancellations due to mistakes in order placement, such as buying the wrong item or purchasing an extra. “Change of mind” includes scenarios where you or a family member made an error in the purchase decision. We highly recommend double-checking your order details before finalizing your purchase.
No worries! Here are your options:
On back-order: If the product is just on back-order, you can sign up for email notification right on the product page. We’ll let you know as soon as it’s back and ready to ship!
Out of stock: If the product is listed as out of stock, that means it won’t be coming back in stock. But don’t fret! We have a wide range of amazing designs. Head back to the main category page or browse our website to find something else that perfectly suits your needs.
We take pride in ensuring your order arrives perfectly. But in the rare case you receive a damaged or incorrect item, don’t worry! Here’s how to get it resolved quickly:
File a Report: Head over to our online Defective Product Form. This is the easiest way to provide all the necessary details about the issue. Be sure to complete the form entirely to help us expedite the resolution process.
Describe the Problem: In the report, briefly explain the problem, whether it’s a damaged item or the wrong product received.
Attach Photos (Important and Helpful): Take clear pictures of the damage or the incorrect item. Including photos helps us understand the situation better and resolve it faster.
Our friendly customer service team will then review your report within 2-3 working days and get in touch with you to discuss the next steps. We’ll work diligently to find a solution that works for you, whether it’s a replacement or repair.
Oops! No worries, we can’t manually refund the coupon value, but if you haven’t used it before, just apply it to your next purchase.
Happy shopping!
Yes, we can help you store your item! You have the option to keep your order on hold for up to 3 months without paying any extra fee.
To take advantage of this service, please inform us within 24 hours of placing your order. This way, you can secure your purchase and ensure it doesn’t sell out while you make any necessary arrangements. Simply contact our customer service team to request the hold.
Important note : Should more than 24 hours pass, we cannot guarantee the hold, as your order could already be in the processing stage.
While we aim to present our furniture as accurately as possible, some variation is normal due to:
- Individual screen display settings (brightness, contrast, color).
- Lighting during photography and in your own space — natural sunlight can make colors appear differently compared to indoor room lighting.
- Natural material variations like wood grain patterns, color tones, and fabric textures.
- Slight differences in measurements due to manufacturing tolerance (±1–5mm)
These variations are part of the beauty and uniqueness of natural materials. If you’d like to see more photos of a product under different lighting or angles (if available), feel free to contact us — our team is always happy to assist.
If you’re a business customer or require bulk purchases, we’re happy to provide a quotation tailored to your needs. You can reach out to us directly via email or WhatsApp, or simply visit our contact page to get in touch with our team.
If you’re a business customer or require bulk purchases, we’re happy to provide a quotation tailored to your needs. You can reach out to us directly via email or WhatsApp, or simply visit our contact page to get in touch with our team.
If you’re a business customer and need an official quotation & invoice, we’re here to help. Simply reach out to us via email, WhatsApp, or through our contact page, and we’ll assign a dedicated PIC (person-in-charge) to handle your request. We’ll prepare a quotation or invoice tailored to your requirements and be your go-to contact for any questions or follow-ups.
All sales are final unless there’s a manufacturing defect. Do note that we currently do not offer refund on furniture purchases.
Please note, exchanges are only offered for manufacturing defects, not change of mind.
You can request an exchange within 30 days of receiving your goods. We want to make sure you’re happy with your purchase!
Here’s some information about exchanges:
- Exchanges for Defects (30 Days): If you receive a faulty item, we’ll gladly exchange it within 30 days. Please note, exchanges are only offered for manufacturing defects, not change of mind.
- Inspect Upon Arrival: Double-check your order as soon as you receive it. Report any manufacturing defects within 30 days by filing in this Defective Product Form.
Do note that we currently do not offer refund on furniture purchases and exchanges are only offered for manufacturing defects, not change of mind.
Return Process:
- Repackaging: Please ensure the furniture is returned in its original packaging. This helps prevent further damage during shipping.
- Klang Valley Customers: If you’re located within Klang Valley, we’ll arrange for a pick-up of the defective item through Lalamove or a truck, depending on the size and weight of the furniture.
- Outside Klang Valley: For customers outside Klang Valley, we’ll provide a pre-paid return shipping label via email. Simply print the label, attach it securely to the repackaged furniture, and drop it off at the designated courier location.
Unfortunately, we do not offer returns, refunds, or cancellations due to mistakes in order placement, such as buying the wrong item or purchasing an extra. “Change of mind” includes scenarios where you or a family member made an error in the purchase decision. We highly recommend double-checking your order details before finalizing your purchase.
At Neo Livin, we prioritize customer satisfaction and want you to love your new furniture. However, we currently do not offer refunds on furniture purchases.
Here’s how we can help you make an informed decision:
- Detailed Product Information: We provide comprehensive product descriptions, dimensions, and high-quality photos to help you visualize the furniture in your space.
- Customer Reviews: Read what other customers have to say about our products.
- Helpful Customer Service: Our team is happy to answer any questions you may have before or after your purchase.
We strongly encourage you to carefully review all product details before finalizing your order. If you’re unsure about anything, please don’t hesitate to reach out to our customer service team for assistance.
Defective Materials: Issues such as cracked wood or broken mechanisms.
Construction Issue: Problems like misaligned parts/hardware, or weak joints.
Defective Mechanism: Non-working parts such as drawers that don’t open or close properly, hinges or recliners that don’t function correctly
If there’s manufacturing defect with your product, report it to us within 30 days by filing in this Defective Product Form.
- Wear and Tear: Normal aging and usage wear (e.g., fading, scratches, scuffs) are not covered.
- Mishandling: Damages caused by misuse, accidents, or improper handling (e.g., spills, pet damage).
- Assembly Errors: Defects resulting from incorrect assembly by the customer are not included. Please ensure you follow the provided assembly instructions carefully, as defects caused by not following these instructions will not be covered under manufacturing defects.
Important: We are not responsible for defects caused by incorrect assembly.
- In Stock items : 7-10 working days (excluding weekends and public holidays)
- Klang Valley & West Malaysia : 7-10 working days with our own truck or courier service.
- East Malaysia: 3-4 weeks with cargo courier service (Ground floor only).
- Singapore: 4 weeks by truck.Made-to-order or Backordered Items: Delivery time will vary depending on the item. Please see the product page for more information or contact our customer service for details.
Shipping During Festive Season
Kindly note that our shipping duration may be extended beyond the usual timeframe, particularly during festive seasons like Chinese New Year, Hari Raya, and other celebratory periods. During these times, the delivery period could extend up to 14 days or more. We sincerely appreciate your understanding and patience in such circumstances. Rest assured, we are committed to ensuring your orders are processed and delivered with utmost care, and we strive to minimize any inconvenience caused during these peak seasons.
We understand that plans can change, and sometimes you might need to update your delivery address after placing an order. We’ll do our best to accommodate your request!
Here’s how to change your delivery address:
- Contact our customer service team as soon as possible after placing your order. You can contact us via hello@neolivin.com or Live Chat. Be sure to have your order number handy when you reach out.
- The sooner you contact us, the higher the chance we can update your address before your order ships. Once your order is processed, changes might not be possible.
Please note that if you have confirmed a specific time and date with our team and then cancel at the last minute on the delivery day, re-delivery charges will also be applied. To avoid these extra fees, ensure that someone is available to accept the package or notify us well in advance if you need to reschedule.
We appreciate your understanding and cooperation!
We understand waiting for your furniture can be exciting! If your order hasn’t arrived by the expected delivery date, here’s how to find out where it is:
- Contact Customer Service (if past due): If your order hasn’t arrived by the expected date, reach out to our customer service team. They can investigate and give you an update. You can reach them at LiveChat or info@neolivin.com . Please have your order number ready.
About Potential Delays:
We aim for on-time deliveries, but sometimes things can be a bit slower during peak seasons like holidays or sales. We appreciate your patience while we work hard to get your order to you as soon as possible.
We don’t offer the option to pick a guaranteed delivery date at checkout just yet.
While we cannot promise a specific delivery date, you may put a remark under the “note” section on the checkout page. Please understand that this is only a request, and we cannot guarantee that your preferred date will be met.
However, your delivery date must be at least 10 working days from the date of your purchase. This is in accordance with our standard delivery time (7-10 working days, excluding weekends and public holidays for ready stock items).
We will ship all items together once the backordered/made to order item is ready.
If you’d like the ready stock items sooner, you can request to split delivery for an additional fee.
Please take note to email us at info@neolivin.com if you like to split the deliver and we’ll advice the additional charges.
Yes, you can receive the ready stock items first, but there will be additional shipping charges.
Please take note to email us at hello@neolivin.com if you like to split the deliver and we’ll advice the additional charges.
Yes, however please note that additional charges will apply.
You can reach out to our customer service team at hello@neolivin.com within 24 hours of placing your order. We’ll be advice the additional charges and make the arrangements for you.
We offer you the flexibility to choose! Here’s the breakdown:
DIY Assembly: Many of our products come with clear instructions and all the tools you need for self-assembly. It’s a great way to personalize your space and save on costs! We also include an assembly difficulty rating on each product page, so you can gauge how easy (or challenging!) it might be.
Prefer Professional Help: Currently within Klang Valley only, we offer professional assembly services for an additional charge. This way, you can relax and enjoy your new furniture right away!
Many of our products come with clear instructions and all the tools you need for self-assembly. But if you’d prefer to relax and skip that step, we’ve got you covered! Currently within Klang Valley, Penang Island, and Johor Bahru only, we offer professional assembly services for an additional charge.
Here’s how it works:
Just tick on the “assembly service” box at checkout. The additional charge for assembly will be automatically calculated and shown on the checkout page before you confirm your order. This way, you’ll see the total cost upfront.
Assembly Service Outside Klang Valley, Penang Island & Johor Bahru
If you’d like to request assembly service outside of these areas, please contact us directly via email, WhatsApp, or our contact page. We’ll be happy to discuss your needs and provide a quotation on a case-by-case basis.
⚠️ Please note: At this time, we are unable to offer assembly services in East Malaysia.
Sure thing! We offer assembly services for items that are quick and easy to assemble, with an additional fee. Just note that there will be an extra RM 100 travel expense for the technician’s visit.
Here’s a quick breakdown:
Simple Items: Assembly available with charges + RM 100 travel expense.
Complex Items: Unfortunately, we can’t provide assembly service after delivery due to the complexity involved.
If you need more details or want to schedule, contact our customer service!
If you encounter any issues during assembly, please reach out to our customer support team. We can guide you through the process or arrange for a professional to assist you, there will be additional charges for this service.
Important: If the product is defective due to incorrect assembly by the customer, we are not responsible for such defects. It is crucial to follow the provided assembly instructions carefully to avoid any issues. Defects caused by improper assembly are not covered under our manufacturing defect policy.
If you’re having trouble assembling your product due to an issue, please contact our customer service team first. We’ll guide you through the process to determine if the problem can be resolved without further assistance.
Important: If you insist the product is defective and our team finds that it is not defective after servicing, additional charges will apply. These charges include a transport fee of RM 100 plus the assembly fee for the product.
We offer a variety of secure payment methods to make your Neo Livin purchase a breeze. Choose the option that best suits you:
- Credit & Debit Cards: We currently only accept Visa and Mastercard for fast and secure checkout.
- FPX (Malaysia): Enjoy the convenience of online banking with FPX, a secure payment gateway for Malaysian customers.
- Atome Instalment Plan (Malaysia only): Spread the cost of your purchase over 3 months with 0% interest using Atome! (Availalable in Malaysia only).
All transactions are processed securely through Stripe or Atome, so you can rest assured your information is always protected.
Contact our customer service to check if your order went through our system. If they confirm it didn’t, please reach out to your bank to sort out the issue for safety purposes.
Yep! After your purchase, you’ll get a confirmation email with our order number and a digital receipt. If you need an official invoice, just reach out to our customer service team, they will sort it out for you.