Delivery

Delivery Leadtime & Area

We take 3 to 6 working days to deliver the order based on the size and complexity of the order. Meanwhile, we are delivering our products within Peninsular Malaysia only.


Order Tracking

Small parcels can be tracked by using the consignment information that will be sent to your email address and mobile phone, together with the link to the appropriate carrier we are using.
Larger parcels which require a high level of co-ordination, you can log in to website and go to 'My Orders' where you can see all the details of the progress status, as we will update the order status time to time. Also, you will be called/SMS in the days leading up to your order being delivered.

Signature on Delivery

All shipments contain valuable goods. Because of this, our carriers are contracted to produce a Proof of Delivery.
We are unable to accept any responsibility for your order once delivered if your order left without the carrier obtaining a signature.

SHIPPING & HANDLING

If I'm Not There
When item being delivered

We use different delivery services depending on the size of the parcel.
Small parcels
If you are not there when they try to deliver, our delivery partner will leave a card with your unique parcel reference number so you can arrange redelivery.
Large parcels
Our delivery partner will contact you before the delivery to propose a delivery date and time frame, and give you the option to reschedule this if it’s not convenient. If you’re not at home at the agreed time, your item will be returned to their warehouse. We might be able to arrange re-delivery but this might incur an extra delivery cost at the rate originally paid.
In all cases we’d advise you try and be in on the original delivery date, so your items don’t stay too long in transit and you can enjoy them as quickly as possible.

Don't like the product
After received

We're sure you will like it, but if not, you can return it to us within 7 days of delivery for a full refund. The return item has to be original, unused, saleable condition and packaging. The refund will exclude the delivery fare. Simply contact us to notify us that you wish to cancel the order, and you need to arrange the items return to us.

Receiving the wrong item

If you only realise that we have sent you the wrong item, just contact us as soon as possible, ideally sending us a couple of photos of the product. Our team will assess your complaint and, assuming your complaints are valid, we will arrange the goods exchange with you.

Receiving Damaged Item

We have a specially-trained Quality Guardian team to check the furniture before we deliver the order, so damage is rare. It is also very important that you inspect your order upon delivery, because you need to sign a form confirming that it appeared to be in good condition when you received. If the quality of the goods is not up standard, please note this on the form and contact us for further action.

It faulty found after item arrives

You have 7 days from the time of receiving your order to notify us in the unlikely event that your item arrives damaged or faulty. Please send an email to sales@nesthouz.com or call our customer service center.
You may be required to send photos of the damage or fault for further assessment by our Quality Guardian team. Once assessed and approved by our Quality Guardian team, we will contact you to process a compensation.
If the faulty considered as a minor defect, we will offer you a replacement. If the faulty considered as a major defect, you are entitled to receive an identical replacement, or a refund with credit note.
We unable to refund or replace a product where a damaged product resulting from misuse, abuse, normal wear and tear and incorrect self-assembly, and product damaged after delivery was made. You may also refer to our term and condition for the details of warranty clauses.

If defect caused by human-error

We do not take any responsibility on a damaged item resulting from human error. However, you may purchase extra parts or hardware from us by just contact customer service team for details, prices and delivery arrangement. Parts & hardware are subject to availability.