Delivery of Order

Free shipping on orders to Kuala Lumpur and Selangor area. 

Outstation deliveries are applicable to states in Peninsular Malaysia. Free Shipping is applicable for orders above RM2000 in a single purchase/receipt. Standard shipping fee of RM100 will be imposed on purchase/receipt that does not exceed RM2000. 

Please note, below shipping areas are not in delivery range:

1. Pulau Ketam

2. Pulau Langkawi

3. Pulau Tioman

4. Genting Highland

5. Cameron Highland

6. Kuala Rompin

7. Endau

8. Mersing

9. Padang Besar

10. Bukit Fraser

However, if there are any inquiries regarding the shipping to above areas, can click here to contact us for further details. You may also contact 019-886 4608 for more details.

To ensure you receive your orders swiftly and as safely as possible, we have covered a variety of shipping details with explanation as below.

● Free delivery is provided to the KL and Selangor area with any purchases.

● Free delivery is provided to the other state in Peninsular Malaysia with purchases above RM2,000.

● Free delivery is only available ONCE per order.

● Item(s) delivered by truck will be handled by our in-house & transport partners.

● Delivery are available on every Monday – Saturday excluding public holidays, no additional charges for delivery on weekends.

● All items will be assembled by our delivery team with no additional charges.

 

Delivery Time

Our delivery is available on Monday – Saturday excluding public holidays.

Our support officer will get in contact with you to make arrangements and confirmation on your delivery slot 2 days before delivery. Delivery time will be based on our planning. Our office hours are from 9 am to 6 pm. Please take note on our delivery slot bookings are subject to availability.

Same Day Delivery

We do not provide same-day delivery as our delivery schedule is arranged 2 days in advance. However, if you wish to receive your item(s) on the day you purchase, an option of arranging a self-pickup from our Showroom is available or you may check with our sales consultant on our delivery team availability (charge may apply).

Delivery Procedures

To ensure our customers satisfactory level, we will have a Standard Operating Procedure (SOP) for the furniture delivery.

● We will attempt delivery of your order as soon as your order is ready for delivery. The delivery day and time will be arranged based on the schedule availability.

● 2 days before the preferred delivery day, our support officer will contact you by sending a Whatsapp message or Call.

●  A Delivery Confirmation Message will be sent to your registered phone number after you agree the delivery date and time, listing out the important information needed by your side to arrange for the acceptance of the order.

● On the day of delivery, our delivery team will give you a call before reaching the destination so that you can be prepared to receive your order.

● Our delivery team will assemble the furniture (if applicable), and remove all packaging materials from your premise before we leave.

● After each furniture installation session, our delivery team will guide the customer to perform an overall check on the item(s) delivered prior to you acknowledging the receipt of the item(s) in good and agreeable condition.

● Customers are requested to sign the Delivery Order (DO) after the acknowledgment of the item(s) conditions. Do ensure that the item(s) is in good and agreeable condition before signing the DO, any request for return or refund after the acknowledgment, ie. signing the DO will be subject to our discretion.

Permission to Access to Your Building/ Residential Management

Customers are to ensure that the relevant permissions are obtained from the building or residential management prior to the scheduled delivery day. We are not obliged to wait in any delayed in granting access to the premise as other scheduled orders are pending for delivery for that day. If we are unable to deliver on a confirmed delivery day and time slot due to any difficulty in accessing your premise, re-delivery fee will be charged.

Delivery Booking Changes or Cancellation

If you wish to change or cancel your delivery appointment, kindly inform us ahead. We will be glad to make adjustments for you. Kindly inform us 3 days in advance before the agreed delivery day. However, if you cancel your scheduled delivery after the Delivery Confirmation Message sent to your registered phone number, a charge of last-minute cancellation fee will be impose.

Please note that our free delivery is only available ONCE per order.

 

Changes of Delivery Addresses

If you wish to change your delivery address, kindly inform us ahead. We are more than happy to adjust for you. Kindly inform us 3 days in advance before the agreed delivery day.

However, if you change your delivery address after the Delivery Confirmation Message sent to your registered phone number, a charge of last-minute cancellation fee will be impose.

 

Staircase Charges

We only provide staircase delivery for delivery addresses located within a building for 5 storey. An additional charge of RM80.00 per item for each storey will apply for the 5^th storey above onwards. The charge will also be applied to unforeseen circumstances e.g. there’s no lift facility in the building, furniture is unable to fit into the lift, lift unserviceable upon delivery crew’s arrival, refusal of lift access by building management, etc. Please pay the fee before the agreed delivery date or pay directly to the delivery team.

Hereby, CKHOME2U also reserves the right to refuse delivery if such a case arises.

 

Door Fitting

We are very experienced in delivering furniture to apartments, offices and landed buildings. Therefore, we will make sure all our item(s) can fit in standard size entrances, ie. Door, lift, staircases, etc. Kindly inform us if your entrance is smaller than the standard size, we will advise based on your purchases accordingly.

Due to this restriction, we will only install big item(s) such as bed frame, wardrobe, and book rack on site. However, for certain models of bed frames, the bed slat is as per bed sizes and might not fit in smaller entrances.

 

Arrangement for Second Delivery

If one of the item(s) that you purchased is currently out of stock, you may request to deliver the ready stock item prior. We will arrange the second delivery for your remaining item(s) once it is in ready stock WITHOUT additional charges.

However, if your request for second delivery due to the reasons e.g. last minutes changes of the delivery address, last minutes changes of delivery day and time, no permission from building management, etc in which we are unable to deliver your item(s) on confirmed delivery day and time slot due to any difficulty in accessing your premise, a re-delivery fee will be charged.

Return & Refund

Customer satisfaction is paramount for us. To ensure our customers have a good purchase experience at CKHOME2U, we go out of our way to provide a comprehensive return policy.

 

Can I get a change of mind exchange/ refund?

CKHOME2U strictly does not have a change of mind policy as many of our furniture are only ordered or custom made after the customer confirms the order. Customers are advised to double check and confirm all the relevant product specifications such as product dimension, material, styles and color prior to placing order. You can always send us a message for more information or visit our showroom directly.

 

Can I get a refund if the item(s) delivered does not fit the entrance of my premise?

Due to the limitation of the entrance size, we will install big item(s) such as a bed frame, wardrobe, shoe cabinet and book rack on site. However, for certain models of mattress, bed frame, the bed slat is as per bed sizes and might not fit in smaller entrances.

Please kindly inform us if your entrance is smaller than standard size, We will give corresponding countermeasures.

If you are not sure whether the item(s) can fit the entrance of the premises, you can get the item(s) information from us to ensure that the product can fit the entrance.

Please note that it is the customer's responsibility to ensure that the item(s) can fit the entrance of the premises. In any cases where item(s) does not fit, CKHOME2U will not allow any return and refund.

 

What if item(s) is damaged during delivery?

Every piece of our furniture is safely packaged in a flat box or wrapped with double protection for safe transit from our warehouse to the customer's premise. Installation and delivery are also handled by our professionally trained in-house handlers.

During each delivery session, our handlers will guide customer to perform and overall check on the item(s) delivered prior to you acknowledging the receipt of the item(s) in good and agreeable condition, ie. Signing the Delivery Order (DO).

However, in the rare occurrence of item(s) being damaged during delivery, you can return the item on the spot – just contact our customer service team and/or write a note on the Delivery Order (DO). We will arrange to send a replacement as soon as possible without any additional charge.

If the damage of the item(s) is reported to us after acknowledging the receipt of the item(s) in good and agreeable condition, ie. Signing the Delivery Order (DO), your request for a return will be subject to our discretion. In most cases, we will proceed for a repair and maintenance procedure, additional transport and service charges may apply.

 

What if an incorrect item(s) is being delivered? 

During each delivery session, our handlers will guide customer to perform and overall check on the item(s) delivered prior to you acknowledging the receipt of the item(s) in good and agreeable condition, ie. Signing the delivery order (DO).

Though rare, there is a possibility of an incorrect item being delivered to you. You may return the item during the delivery session. Please contact our customer service team and we will arrange to send the correct item to you at our soonest without any extra charges.

 

What if item(s) is faulty after delivery?

If the furniture is faulty and does not function as warranted during the warranty period, CKHOME2U will either, at our discretion,

● Repair it to make it function as warranted, or

● Replace it with one that is at least functionally equivalent

 Please note that our warranty does not cover wear and tear.

For minor scratches and dents are considered touch-up issues. In such rare cases, the merchandise will be touched up or repaired. In such cases, we will need you to take the photo and email us for our inspection approval of return within (2) days upon receiving your product.

Please take note that when we deliver the item(s) to you, if your premises are under renovation, we will not be responsible for any damages and scratches to the item(s) after signing the Delivery Order (DO).

  

Is there a cost for refund for change of mind or wrong purchase?

We strictly do not accept return and refund for change of mind.

For any return requested due to manufacturing defects or our negligence, we will bear all the cost incurred to ensure you receive the item(s) as per your purchase order.

For those who insist on a return requested, your deposit will be forfeited.

Warranty & Repair

We want you to rest easy and enjoy your furniture with a peace of mind.

 

How long is the warranty period?

Some CKHOME2U furniture is covered by years warranty against manufacturing or mechanism defects. The warranty period for the furniture starts on the date of delivery.

Please note that item(s) on clearance sale and special event sales do not carry this warranty.

 

How do I keep track of the warranty?

The warranty is valid from the date of delivery stated on the Delivery Order (DO). Worry not, we keep a copy of the relevant document, you just need to verify your details with us.

 

Who can claim the warranty?

This warranty only covers normal household use. We do not cover any rented, commercial, institutional or other non-residential use. It only applies to CKHOME2U furniture that you purchase directly from our official website at www.ckhome2u.com or directly from our in-store (showroom).  

 

What does this warranty NOT cover?

This warranty does not cover any loss or damage suffered by you or anyone else arising from:

i.                Daily or accidental wear and tear

ii.              Modification of product that has not been authorized in writing

iii.             Exposure to extreme temperature (under sunlight) or humidity

iv.             Misuse, negligence or abuse of the product

v.              Improper maintenance

vi.             Unauthorized repair

v.        Drilling service as per requested by customers

How do I request for a service? 

All you need to do is to verify your purchase with us, then show us the defects in pictures or videos. We will follow up with you subsequently.  

What kind of service will I get?

Based on your description, we will assess whether the defect or malfunction is claimable under the warranty clause.

If it falls under the warranty cover, we may either rectify it by (subject to our discretion):

i.                Rectify the defect to ensure it functions as described in product description

ii.              Exchanging the faulty part with a new part

 

Is there a charge for the warranty claim?

If the product malfunction fits the clause under warranty claim, we will rectify it FREE OF CHARGE.

Please note that delivery cost of the warranty claim will be borne by the customer. (If the warranty claim occurs in the first year CKHOME2U will bear the delivery cost.)

 

What if the warranty on the product has expired?

If the warranty has expired and you would like to rectify any faulty or malfunction product, we can still do something for you! Get in contact with us, we will advise you accordingly.