Frequently Asked Questions (FAQ)
ORDERS
• How long does it take to process my order?
To meet your delivery requirements in the best way possible, we use a variety of professional carriers who deliver anywhere within Malaysia. Your location and order size will impact on the speediness we can get your order to you. Provided all items are in stock, delivery lead times are as follows:
Ready stock within Klang Valley between 7-21 working days.
Pre-order stock within Klang Valley between 8-10 weeks..
Outside of Klang Valley, please check with our customer service team.
For urgent delivery enquiries or special requirements, please contact our customer service team on 018 472 4008.
• How do I check the status of my order?
You can check the status of your order by entering your order details on the My Account page.
When a shipping label has been created for your order, you will be able to track your shipment on your Order page.
Please note that once your package has shipped, tracking information will take up to 24 hours to appear in a carrier’s system.
If you have any further questions, please contact us.
• I received a damaged item. What should I do?
Your satisfaction is our top priority, and we want your shopping experience to be perfect. We’ll replace the item if it’s still available or issue a full refund, including shipping charges.
Make sure to note the damage or quality issues on the delivery service’s paperwork and please contact us. We are here to help and want you to love your purchase. If you received a damaged item, please contact us immediately. Please include your order number and the name of the item that was damaged.
• How do I change my shipping address for an order?
To update the shipping address for an order, please contact us.
• How do I cancel an item or order?
We’re sorry, but we cannot cancel orders. If you have any concerns, please contact us.
PAYMENT
• What methods of payment do you accept?
Recro Furniture accepts payments from FPX, Visa, Mastercard, and Touch N’ Go e-Wallet.
• Does Recro Furniture charge sales tax?
No, currently Recro Furniture do not charge customers on sales tax.
DELIVERY INFORMATION
• Where do you ship?
1. We deliver within Peninsular Malaysia only.
2. For area(s) outside of the mentioned above, kindly contact our customer service to check for availability
• What are your delivery rates?
You can refer to the table below for delivery rates:
•How can I track my package?
You can track your order by visiting the Order section in My Account and clicking on the order number. If you do not know your order number, you can locate it by looking at your order confirmation email.
Once a shipping label has been created for your order, you will find the tracking number underneath the Tracking section.
If you have any further questions, please contact us.
• What are your standard shipping & handling rates?
On the item Checkout page, there is a provision to enter your postcode to get an estimate of shipping costs to your area. If our shipping calculator is unable to work out your shipping, please call our customer service team at 018-4724008 to obtain a price for delivery.
All deliveries have freight charges calculated depending on the size of the order (some orders must be delivered by a 2 or 3 man crew for safety reasons and to ensure you receive the best service possible) and the delivery address. We pay a premium to our professional furniture mover to ensure the best service possible.
• Do I need to do anything before my delivery appointment?
Before your appointment, please make sure the walkway and the area where you’d like the item placed are clear.
The delivery service cannot move existing furniture to make room for the new item. It is also unable to remove unwanted furniture or make any modifications to your home.
• How long will it take for my order to arrive?
To meet your delivery requirements in the best way possible, we use a variety of professional carriers who deliver anywhere within Malaysia. Your location and order size will impact on the speediness we can get your order to you. Provided all items are in stock, delivery lead times are as follows:
Ready stock within Klang Valley between 7-21 working days.
Pre-order stock within Klang Valley between 8-10 weeks.
Outside of Klang Valley, please check with our customer service team.
For urgent delivery enquiries or special requirements, please contact our customer service team on 018 472 4008
• What is Recro Furniture's insurance policy?
Recro Furniture’s packages are insured directly by our third-party logistics (3PL) partner.
RETURN / REFUND / EXCHANGE
Customer satisfaction is paramount for us. To make sure that our customers love the Recro Furniture experience, we go out of our way to provide a comprehensive return policy.
• Can I get change of mind exchange/ refund?
Recro Furniture strictly does not have a change of mind policy as many of our furniture are only ordered after the customer’s order confirmation. The customer is advised to double-check and confirm all the relevant specifications such as product dimension, material, and styles prior to placing an order. You can always message us to ask for additional information or just visit our beautiful showroom in Taman Tun Dr. Ismail to see in actual item(s) – just Google Map or Waze “Recro Furniture”
• How do I initiate a return?
If your item arrived damaged or incorrect, please contact us directly so, we may amend the situation.
• Can I get a refund if item(s) delivered does not fit the entrance of my premise?
We are very experienced in delivering furniture to apartment, offices and landed building, therefore we will make sure all our item(s) can fit in standard size entrances, ie. Door, lift, staircases etc. Due to this restriction, we will only install big item(s) such as bed frame, wardrobe and book rack on site. However, for certain model of 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 advise your purchases accordingly.
Please note that it is 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, Recro Furniture only allows return and refund in store credit.
• What if item(s) is damaged during delivery?
Every piece of our furniture is safely packaged in flat box or wrapped with double protection for safe transit from our warehouse to 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 at our soonest without any extra charges.
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 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 can 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, Recro Furniture will either, at our discretion,
- Repair it to make it function as warranted, or
- Replace it with one that is at least functionally equivalent
- If (1) and (2) is unable to be fulfilled, we will proceed for a return and refund
• Is there a cost for refund?
We strictly do not accept returns and refunds for change of mind.
For any return request due to manufacturing defects or our negligence, we will bear all the costs incurred to ensure you receive the item(s) as per your purchase order.
For returns requested due to special reasons, acceptance of return will be subject to our discretion. There may be additional 20% restocking fees, and transportation and service charges apply.
Recro's Photo Challenge: Snap, Tag & Win!
Join ‘Recro’s Photo Challenge: Share, Tag & Win’ and showcase your beautiful Recro furniture! Capture the perfect shot, tag us, and stand a chance to win amazing prizes. Get creative, inspire others, and let your Recro furniture shine! Good luck!
Campaign Terms & Conditions
• How to Participate:
- Capture a stunning photo of any Recro furniture piece that you own.
- Share your photo on Instagram and tag us @recrofurniture with the hashtag #RecroPhotoChallenge
- Winners will be announced on our social media platforms 14 days after the campaign ends.
• Campaign Duration:
- The campaign begins on 7th July 2023 and ends on 31st August 2023.
• Prizes to be Won:
- 1 x Grand Prize: KAUM Coffee Table worth RM1,800 (Dimension: diameter – 80cm, height- 60cm)
- 20 x Consolation Prize: Shop Voucher worth RM100 – not applicable with other promotions or discounts. Not applicable to online purchases.
- Winners must redeem their prizes within 60 days after the announcement.
• Limitations & Restrictions
- Prizes cannot be exchanged for cash.
- Each Recro furniture product equals one entry. Participants can submit unlimited entries.
- The value or size of the product does not determine winning chances; winners will be selected carefully through an evaluation process.
- The best photos with the most likes will be chosen as winners.
- Participants must be 18 years of age or older.
• Copyright Information
- By participating in this contest, you agree that Recro may use the submitted photos for promotional purposes.
Need Assistance?
- Phone: 6018 472 4008
- Email: sales@recro.com.my
- Address: No 53, Lorong Rahim Kajai 13, Taman Tun Dr Ismail 60000 Kuala Lumpur