Q: I am interested in a product that is currently out of stock. Can I still place an order for it?
A: Yes, you most certainly can. For products displayed on our website that do not currently have a listed price or are marked as out of stock, please click on the “Request a Quote” button. Our dedicated Furniture Consultants will review your request and provide a response, including pricing and estimated lead time, within 48 hours.

Q: I saw an item on the website of one of your represented brands, but it is not listed on your website. Can I order it through you?
A: Yes, we can order products from the brands we carry even if they are not explicitly shown on our site. Please contact us directly with the specific item name, product code, or a link to the item you are interested in. We will provide you with a quote and the estimated shipping lead time.

Q: Can you gift wrap my order?
A: Unfortunately, we are unable to accommodate gift-wrapping requests at this time due to the size and logistics of shipping our products.

Q: Can I cancel my order after it’s been placed?
A: Once we receive your order confirmation, we immediately begin processing and preparing your items for shipment to ensure the fastest possible delivery. Due to this accelerated process, we are unable to accommodate order cancellations once they have been successfully submitted.

Q: Is GST included in the price?
A: The Goods and Services Tax was abolished in Malaysia in 2018. Prices shown are free of any goods and service charges. 

Q: Do you accept Cash on Delivery?
A: Cash payment is only accepted for purchases made physically at our showroom in Publika. We do not offer Cash on Delivery for online orders. 

Q: What forms of payment do you accept?
A: We accept the following secure payment methods:
Online/Website Orders:
  • Credit/Debit Card (Visa, Mastercard)
  • Online Bank Transfer (FPX/Direct Bank-in)

In-Store (Showroom at Publika):
  • Credit/Debit Card (American Express, Visa, Mastercard)
  • Atome (Buy Now, Pay Later)
  • Cash

Q: Do you offer instalment plans? 
A: Yes, we offer installment payment plans specifically through Maybank credit cards. 

Q: Where are my orders shipped from? 
A: Your orders are meticulously packed and shipped directly from our showroom in Publika or our main warehouse in Kuala Lumpur, Malaysia.

Q: Which countries do you ship to? 
A: Our website is primarily configured for immediate shipping within Malaysia and Singapore. However, we are fully capable of shipping to all other international countries. For a shipping quote to any other location, please contact us with your full shipping address and the list of items you wish to order.

Q: Can I pick up my order from the store?
A: Yes, you certainly may! During the checkout process, please select the ‘Self Pick-Up’ option. You will receive an email or SMS notification once your order has been prepared and is ready to be collected from our showroom.

Q: How much does shipping cost?
A: Shipping costs depend on the size of the items ordered and your delivery location

1. Small Items (Standard Courier Service)
For small items on the website, shipping rates are configured as follows:

Zone	Area	Shipping Cost	Free Shipping Threshold
Klang Valley	Selangor, Kuala Lumpur, Putrajaya	Free	Free
Peninsula Malaysia	Terengganu, Perlis, Perak, Penang, Pahang, N. Sembilan, Melaka, Kelantan, Kedah, Johor	RM25	For orders above RM200
East Malaysia	Sabah, Labuan, Sarawak	RM35	For orders above RM220

2. Bulky Items (Furniture and Large Goods)
For bulky items, rates are calculated based on your specific location and the size and weight of the products.
Important Note: Extra charges will apply for delivery locations that require the use of a stairwell (i.e., not ground floor, or no lift access). Please contact us directly for an accurate quote for bulky item delivery.

Q: Do you offer shipping by sea for large or bulky items?
A: Yes. Depending on the overall size of your order and your shipping address, it may be more economical to ship bulky items by sea freight. This option offers significantly lower shipping rates but does require a longer transit time. We will advise you on the most suitable shipping options once you have finalized your product selection.

Q: Can you ship on a specific day (eg. Saturday)?
A: While we strive to meet all customer requests, we are unable to dictate the specific day of the week your parcel will arrive once it is handed over to the courier company. We kindly ask that you provide an address where the parcel can be safely accepted on any business day.

Q: How long does it take to ship my order? 
A: All orders are processed internally within 2 business days before being handed over to the courier company. The estimated transit time for delivery is as follows:

Zone	Area	Estimated Business Days for Delivery
Klang Valley	Selangor, Kuala Lumpur, Putrajaya	2 to 3 days
Peninsula Malaysia	Other states in Peninsula Malaysia	2 to 3 days
East Malaysia	Sabah, Labuan, Sarawak	3 to 5 days
International Zone 1	Singapore	3 to 7 days

Note: Please expect potential minor delays, as logistical networks can sometimes be disrupted.

Q: Are custom taxes and duties included in shipping rates?
A: No, custom taxes and import duties are not included in our product prices or shipping rate estimations. The recipient is solely responsible for paying any applicable taxes, duties, or customs clearance fees levied by their local authorities upon arrival in the destination country.

Q: My parcel was damaged when I received it. What should I do? 
If you receive a parcel with visual signs of damage, please follow these steps immediately:

1. Contact us immediately (within 48 hours of receiving the parcel).

2. Provide clear photographs of the damaged parcel (before opening).

3. Carefully open the parcel to inspect the contents. If the product inside is also damaged, please provide photographs of the product damage as well.

Q: Is there warranty for the item/s that I ordered?
Yes. Smuk Living offers a 1-year warranty on all products purchased from us.
What the Warranty Covers:

• Manufacturing defects.
• Defects in material.

How to Claim Warranty:
You must notify us in writing as soon as you become aware of the defect, and at the latest, before the expiry of the 1-year warranty period.

What the Warranty Does NOT Cover:
The warranty will be void for damages resulting from:

• Incorrect usage, installation or assembly.
• Normal wear and tear.
• Faulty maintenance.
• Any form of alterations, repair, or customization made by the customer.

Resolution of Defects:
If a product is deemed defective, Smuk Living shall, at its sole discretion, be obliged to one of the following:

1. Repair the defective product.
2. Replace the defective product with the same item or an item of equivalent value.

Q: Can I return my order and get a refund?  
Products are thoroughly inspected before being carefully packed and sent out. If you receive your order in an unsatisfactory condition, please notify us in writing immediately within 48 hours of receiving the order.

Please Note the following restrictions:

• Acceptance of any return will be entirely at the discretion of Smuk Living.

• Returns and refunds are not permitted for customised products.

• Returns and refunds are not permitted for change of mind.

• The customer will bear all responsibility and costs associated with the return shipping of the items.

 

Q: I am a designer, contractor, or developer and would like to discuss a project. Whom should I contact
A: We are very experienced in handling large and small scale projects across various industries, including offices, hospitality, and residential sectors. We are happy to discuss your specific requirements in detail.

For all project enquiries, kindly contact us directly:

• Email: amelia@smuk.com.my

• Phone/Whatsapp: +60-3-6211 6148