FAQ

We have answered some of the most frequently asked questions. Before contacting customer service, please check if your question is answered below.

My order

Can I cancel my order?
You can always cancel your order. Please contact our customer service.
When can I expect to receive/collect my order?
As soon as we have received your order, we begin processing it. If the goods are in stock, you will typically be contacted within 2-3 days to arrange a delivery/collection time. If the goods are not in stock, it can take anything from 2-12 weeks before the product is in stock. When ordering, we will inform you whether you can expect the product within 2-10 weeks or 7-12 weeks. You are welcome to contact us to find out how long you can expect to wait for your order, or track your order here.
Can I track my order?
Yes, if you enter your order number under Track Your Order, you will be informed about the status of your order and when the entire order is expected in stock in Malaysia.
I’d like to change my order?
Please contact customer services and quote your order number.
There is an error in my order
Errors do occasionally occur, but we do our best to solve them as quickly as possible. If you have discovered an error in your order, please contact our customer service.

Returns

How do I return a product?
If you are unhappy with your purchase for any reason (other than if it is defective) and wish to return it, you may do so within 14 (fourteen) days of delivery. The goods must be in their original condition and packaging and you must have the invoice. You may return the goods at an additional courier charge, which will be for your account. You can contact us at the customer services number and we will arrange for a courier to collect the item within 3-10 working days. If you are returning via courier, you will have to complete the returns form, specifying the reason why you are returning the item. You must also pack the goods into the original packaging If goods are faulty or defective, you can return them within 3 (three) months of date of purchase provided that the goods have been used for their intended purpose and they have been cared for according to any instructions that accompanied the goods. We may in certain instances require an assessment of the goods; in which may incur a 20% restocking fee.
What do I do about transport if I want to return a product?
You are welcome to return the product to us. Please contact us to arrange returning time and warehouse location. You will require to submit all necessary documents. Sofacompany Malaysia will not be responsible for the transportation costs associated with the return of the product.
I have received the wrong item
We apologise if you receive a product you have not ordered. Please contact our customer service, who will resolve the problem for you.
When will I receive my refund?
Depending on banks, you will typically receive your refunds within 14 days. Please contact us if you do not receive the refunds within 14 days.
Why are the delivery costs for returns not credited?
If you return goods because you have changed your mind, it will be at your own cost and we do not cover the return delivery. However, if we have sent the wrong item or a faulty product, please contact our customer service who will help you return the product free of charge.

Product Related Questions

Do you have a showroom where you can view the products?
Can you provide more information about a product?
We strive to provide as much useful information as we can about our products, to help you buy the furniture that best suits. You will find all the measurements and product descriptions. Should you have any questions, please contact our customer services quoting the product name. We will then do our best to answer your questions.
I have seen a product advertised, but can’t find it on the website?
Enter the product name or product code in the search field at the top of the page and you will be directed to the right product, unless sold out or inaccessible in our online shop.
Can I select a specific sofa in a colour different to the one displayed?
You can choose to design your own sofa at Sofa Company. Create your own sofa from selected models and materials. The price varies according to model and material.
Is my sofa fully assembled when it arrives?
Your sofa arrives packaged in a box. The legs are tucked in a zipper underneath and need to be assembled once received. Some of our bigger sofas need additional assembly. Instructions will be included with the sofa, but you can always download a new copy from this page: Assembly instructions.