FAQ

Frequently Asked Question

Shopping

We charge a delivery rate of approximately RM1 per kg on all home furniture products, applicable to shipping within the West of Malaysia (exclude Sarawak, Labuan & Sabah).

Shipping rates are calculated automatically on the cart page or checkout page. You’re required to fill up the shipping address in order to receive the rate. After you’ve added items to your cart, you can check your rates on the cart or checkout page.

All orders placed from Monday to Friday (excluding public holidays) will be processed and shipped within 5 working days upon confirmation of payment, from our warehouse.

Delivery via Courier services will reach within 5 to 7 working days of dispatch from warehouse

Please take note that this could vary with circumstances such as online security checks, shipping restrictions, payment authorization, packing and dispatching of order.

More shipping details can be found here.

Currently, we only ship directly within Peninsular Malaysia. More shipping details can be found here.

Most of our products are in stock. We suggest you to confirm the stock availability by contacting us.

That could means the product is currently out of stock, however, it won’t take too long for us to restock. If an item is temporarily unavailable, you will not be able to purchase it. You can sign up to our newsletter to be notify once it is back in stock.

Most of our products required self-assembly. Assembly manuals and tools are provided together with the item you purchased for easy assembly. We do not offer assembly service at the moment. 

Our products do not carry warranty, but you may exchange your items if it is due to manufacturing defects .

The original receipt is required for exchange, you may contact us within 3 days upon receiving goods.

Please contact us as soon as possible with a detailed description of the issue along with a photo. We will take care of the rest!

Payment

We accept multiple payments method as following:

  1. Credit and Debit Cards (Visa, Mastercard, American Express, and Discover)
  2. FPX (Malaysia online banking)
  3. Atome Instalment Plan (0% interest 3 months instalment)

All of our payments are handle by Stripe or Atome, and we don’t store your card information for security purpose.

You can select your preferred payment method on the checkout page.

Yes, once the payment has been made you will receive an invoice for your order via email from info@neolivin.com

Once the order has been dispatched, an email confirmation will be sent to you with the tracking number. You may check and track the delivery status of your orders through neolivin’s order page. You’re required to log into your account to see the details.

Please take note that there will be an additional charge for re-delivery should nobody be present to receive the package.

 

Please provide your contact number under the address selected upon checkout in order for the courier company to contact you in case of any unforeseen circumstances.

 
 
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