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Notice: As important MCO safety measures continue, a few weeks delays in delivery should be expected *Under beta launch
Notice: Delays in delivery should be expected due to MCO safety measures *Beta launch

FAQs

Buying

1. How do I order online?
In order to make a purchase on the Website, you will need to register for an account with NITORI. When you have created an account, you can 'add to cart' the products that you are interested in and 'proceed to check out'. Key in your details (full name, shipping information, contact no., etc.) and proceed to the payment options. Select your preferred payment method and you will be directed to our secure payment gateway channel. Your order will be completed when the transaction is done.

2. Is the stock available?
Products that are displayed in the ON SALE category are available for purchase. The remainder of the stocks that are labelled as coming soon will be replenished towards the opening of NITORI Malaysia's physical store.

3. What payment methods do you accept?
We accept payments in the form of online banking (funds transfer), credit card and e-wallet transactions.

4. Are there any instalment options?
We do not provide instalments. You can however, check out using a credit card for instalments.

5. How do I cancel my order?
Please email our customer service team at nrm_ec-inquiry@nitori.my with your order details.

6. Do you charge taxes?
Our taxation policy is in compliance with the government's requirements. As of right now, we do not charge taxes on any orders made through this Website.

7. How can I find out the status of my order?
You can key in your tracking number at the Tracking Order page or drop us an email at nrm_ec-inquiry@nitori.my for us to share the delivery status and shipment tracking ID.

Kindly navigate to the Tracking Order page and key in your tracking number or drop us an email at nrm_ec-inquiry@nitori.my for us to share the delivery status and shipment tracking ID.

8. Can I purchase furniture online?
Yes, our furniture will be available for purchase online when NITORI Malaysia's physical store has been launched. However, our delivery & assembly services are limited to within Klang Valley for now. If you are outside our delivery area, please contact us to find out if we have other options available.

9. Can I pick-up my order in store?
Yes, after the launch of our physical store, online purchases can be collected in-store if you have selected the 'self pickup' option during check out. This option will only be visible for products that are available in-store. Simply present your order details to our Customer Service representatives in-store and collect your order.

10. When will the stocks be replenished?
Our stocks will be gradually replenished towards the launch of our physical store. 

11. When is the opening of NITORI Malaysia's physical store?
Sooner than you expect, is all we can say for now. The exact date will be revealed soon. Subscribe to be the first to hear about it!

For more details on this, email us at nrm_ec-inquiry@nitori.my

 

Delivery

1. How long does it take to deliver my order?
A standard delivery takes 2 – 8 working days (excluding weekends and public holidays), or up to 14 working days for furniture and other bulk items.

2. How much does it cost to deliver a product?
Delivery fee varies according to product and is computed based on the size and weight of the product as well as the delivery location. These charges will be automatically calculated when you proceed to Checkout and displayed above your total sum to be paid.

3. Do you provide delivery and assembly services?
Yes, we do. If you have ordered a product that requires assembly, we’ll contact you prior to delivery. This is to confirm your availability and delivery details as well as to update you on our estimated delivery time.

4. How do I track my order?
Kindly navigate to the Tracking Order page and key in your tracking number or drop us an email at nrm_ec-inquiry@nitori.my for us to share the delivery status and shipment tracking ID.

 

Return & Refunds

1. How do I return a product?
Reach out to us at nrm_ec-inquiry@nitori.my with a proof of purchase (Invoice) and a few photos to indicate the condition of the goods and inform us on why you’d like to return the item. Our customer service team will assist you. For further details, refer to our Return Policy.

2. How do I register for warranty?
Warranty is automatic with purchase and is based on your Order ID or Invoice No. For more details regarding the warranty period of the goods that you have purchased, or to to claim warranty, drop us an email at Contact us.

3. I am not happy with my purchase. Can I get an exchange?
We want our customers to be completely satisfied with each purchase. Hence, we recommend inspecting the items upon delivery, to ensure you are happy with their condition and operation. If you're not content with the state of your new purchase, please refer to our Return Policy.

4. Can I return my online purchase at a nearby store?
Unfortunately, orders made via the website are not able to be returned to our physical stores at this moment. However, we are working on being able to offer this in the future.