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To our valued customer, please note that orders placed from April 5th onwards will be shipped out after April 12th.
To our valued customer, please note that orders placed from April 5th onwards will be shipped out after April 12th.

FAQs

Buying
How do I order online?

1. Register for an account with NITORI.

2. When you have created an account, you can 'Add to Cart' the products that you are interested in and 'proceed to check out'.

3. Key in your details (full name, shipping information, contact no., etc.) and proceed to the payment options.

4. Select your preferred payment method and you will be directed to our secure payment gateway channel.

5. Your order will be completed when the transaction is done.

I'm interested in buying this item online. Is the stock available?

While all the available items are ready for purchase, there are occasions where the item is out of stock even though it is listed as available. This occurs mainly due to technical issues.

We apologize in advance for any inconvenience caused to your shopping experience.

For furniture items, kindly inquire our EC team via nrm_ec-inquiry@nitori.my in advance to check for the current stock inventory of the day.

What payment methods do you accept?

We accept payments in the form of online banking (funds transfer), credit card and local e-wallet transactions.

Are there any instalment options for online store purchases?

Yes. We provide the following options.
  • Grab PayLater


How do I cancel my order?

Please email our customer service team at nrm_ec-inquiry@nitori.my with your order details.

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.

Can I purchase furniture online?

Yes, please visit our Shipping Information page for the areas that we cover for shipping & delivery.

You may also inquire our EC team via nrm_ec-inquiry@nitori.my in advance to check for the current stock inventory of the day.

Can I pick-up my order in store?

  • In-Store purchases
Yes. All NITORI stores in Malaysia are supported with store pickups for customers who make their purchases at our physical stores.

  • Online purchases
Yes, only upon request. Our EC team are currently working on enhancing features of our web store to provide a smooth integrated service.

To request a store pickup for your online purchase, kindly follow these steps:

1. Contact nrm_ec-inquiry@nitori.my with your order ID (S1XXX) and let us know that you’d like a store pickup & which NITORI store for your order.

2. Our team will get back to you and assist in a shipping fee refund. We will then provide you with the documentations for you to pick up your order at the NITORI store of your choice.

3. On the pickup date, simply present the documentations to our Service Counter staff in the designated NITORI store and collect your order.

IMPORTANT: Please make sure that you have obtained the necessary documents prior to arriving to a NITORI store.
Our store staff are unable to attend to store pickup requests from online purchases without these documents provided.

When will the stocks be replenished?

Due to logistics constraints, some items might take a longer time to replenish.

To secure an item, we highly recommend you to visit our physical store(s), or email us at nrm_ec-inquiry@nitori.my for a pre-order (full payment required).

The item will be secured as early as possible upon successful confirmation.

When is the opening of your next NITORI store?

Thank you always for your kind interest and support. NITORI is doing our best to expand to more states in Malaysia.

We will announce new store openings via Instagram & Facebook.

I still can’t find any answers to my queries from this FAQ. / I have more questions.

Kindly visit our Contact us page or email us at nrm_ec-inquiry@nitori.my with your questions or concerns.

Delivery
How long does it take to deliver my order?

A standard delivery takes 2 – 8 working days (excluding weekends and public holidays) for drop-off deliveries.

Door-to-door delivery for large furniture items will be delivered on the confirmed delivery date. If an assembly is required, the assembly will be done on the same day.

How much does it cost to deliver a product?

  • Décor&Home Fashion & Furniture (Drop-off Delivery)
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.


  • Furniture (Delivery-with-Assembly)
Delivery fee is RM98 for these areas:
  • Klang Valley including Cyberjaya
  • Specific areas in Johor - Johor Bahru, Gelang Patah, Nusajaya, Senai, Pasir Gudang, Masai, Ulu Tiram, Tebrau, Skudai, Pulai & Iskandar Puteri ONLY

Any local addresses that are not from these areas will be considered as an outstation delivery.

For outstation furniture delivery & charges to other areas, kindly inquire via nrm_ec-inquiry@nitori.my for more details.

Do you provide delivery and assembly services?
  • Furniture (Drop-off Delivery)
By default, we will use a third-party courier to deliver self-assembly furniture. No assembly services will be provided.

If you need an assembly service by NITORI personnel, please reach out to nrm_ec-inquiry@nitori.my and request for a delivery with assembly service.
Kindly be informed that a separate fee will be charged.


  • Furniture (Delivery-with-Assembly)
Yes, for areas that are under coverage.
Please check out the Shipping Information page for the areas under coverage and the order fulfillment process.
How do I track my order?
  • Décor&Home Fashion & Furniture (Drop-off Delivery)
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.


  • Furniture (Delivery-with-Assembly)
Instead of a tracking number, our Logistics personnel will contact you via WhatsApp a few days before the confirmed delivery date, containing detailed information of your furniture delivery.

The estimated arrival time will be provided 2 hours before the driver arrives at your shipping address. Due to fluctuating delivery volumes, the furniture delivery time is unable to be specified.
Returns & Refunds
How do I return a product?

Reach out to us at nrm_ec-inquiry@nitori.my with the following details, and our customer service team will assist you accordingly.
  • Proof of purchase (Invoice, Order Slip no.)
  • Photos/Video to indicate the condition of the goods
  • Reason on why you’d like to return the item

For further details, please refer to our Return Policy.

How do I register for warranty?

Warranty is automatic with purchase and is based on your Order ID or Invoice No.

For Furniture (Delivery-with-Assembly), the warranty starts at the day when the furniture is delivered to your house.

For more details regarding the warranty period of the goods that you have purchased, or to claim warranty, drop us an email: nrm_ec-inquiry@nitori.my

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.

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.

Can I return my store purchase at a different NITORI store?

Unfortunately, no. Purchases made at the original store must be returned to the same physical store.