Your satisfaction is of the utmost importance to us.  

To help answer any questions you may have while shopping at www.kianhome.com we have gathered a list of answers to our customers most frequently asked questions.    

If you still have questions, please don't hesitate to contact us and speak with our knowledgeable service representatives.

1. How do I create an account and place an order online?
2. Is your web site secure?
3. I created an account but forgot my password. How can I get my password, or create a new password? 
4. What is a KIAN Home Account? Why should I get one and what are the benefits? 
5. Online Order Status 
6. KIAN Home (M) Sdn Bhd - Location/Hours 
7. What is your delivery charge? 
8. Will I get a call before my furniture is delivered? 
9. What happens if I’m out when you deliver?
10. Can I have a Saturday or evening delivery?
11. If I order more than one item will they arrive together?
12. Can I collect my order from a store?
13. How will my order be delivered?
14. Assembly
15. What is your return policy?
16. Man Delivery
17. How can I return a product?
18. Can I return an item purchased from the web or catalogue to a store?
19. How long does it take to receive a refund?
20. How long will it take to deliver a replacement?
21. What payment types are available online?
22. Can I pay by cheque?

1. How do I create an account and place an order online?

When you click "Proceed to Checkout" you will be asked to Sign In. If you are a new customer, you can choose to register a new account or checkout as a guest. 

2. Is your web site secure?

This site has security measures in place to protect the loss, misuse and alteration of the information under our control. All orders and emails are transmitted over secure Internet connections using SSL (Secure Sockets Layer) encryption technology. All of your personal information including your credit card information and sign-in password are stored in encrypted format at all times. This Website, and more importantly all user information, is further protected by a multi-layer firewall based security system. 

3. I created an account but forgot my password. How can I get my password, or create a new password?

How can I get my password, or create a new password? If you have created a KIAN Home Account and have forgotten your password, click here to enter your email address. We can email it to you in a matter of minutes.

4. What is a KIAN Home Account? Why should I get one and what are the benefits?

There are several benefits for owning a unique KIAN Home Account. Your Account not only identifies you as a valued customer, but also allows us to personalize your shopping experience. When you log into your account, you can track the status of your orders, as well as view your order history. Our database will also remember your billing address so you don't have to enter it each time. Look forward to more benefits in the near future which will make your shopping and by extension your life much more simpler! 

5. Online Order Status

You may now check the status of your online orders by logging into your account from the "My Account" link at the top of every page or from the link on the bottom of your Order Confirmation. 

6. KIAN Home (M) Sdn. Bhd. - Location/Hours

KIAN Home is the place for design ideas, new products, and conversation with our knowledgeable staff. Many of our products are on display and our representatives can place orders and answer any of your questions. Kian Home also offers special services for specifies individuals and businesses.

KIAN Home (M) Sdn. Bhd.
76-1 Jalan Putra,
50350 Kuala Lumpur

Business Hours: 
Monday to Friday 9am to 5pm
Saturday 9am to 1pm
Sunday & Public Holiday: Closed

7. What is your delivery charge?

Our delivery charge is RM150 per order within Klang valley, regardless of how many items you order.

If you require extra services such as a delivery appointment or delivery to a location other than a ground floor address, please call us at +603-4041 6168 or drop us an email at enquiries@kianhome.com to place your order.

8. Will I get a call before my furniture is delivered?

Our customer service team will call you when your goods are available to arrange a convenient day for your delivery.

Delivery is made during slots, which are either morning (10am to 1pm) or afternoon (2pm to 6pm).

Please note that if your order has been loaded onto a vehicle or delivery is attempted and you are not home, we will be subject to a charge from our delivery company and this minimum charge of RM180 will be passed on to you.

To avoid this situation, if you cannot make the appointment, please advise us at least 48 hours in advance.

9. What happens if I'm out when you deliver?

If there is no one there to receive the order, we will leave a card for you to call to arrange another delivery time.

10. Can I have a Saturday or evening delivery?

Saturday and evening deliveries are limited and is subject to availability.

11. If I order more than one item will they arrive together?

If all items are in stock, we will aim to deliver your order complete. However, if you need your order to be split over multiple deliveries, that can be arranged. Do note that this could affect the costing of your delivery.

12. Can I collect my order from a store?

Yes, you can call the store directly to place your order and we will call you when it is ready for collection.

13. How will my order be delivered?

We ship deliver all products from our warehouse with our lorries. Our items are too large to ship via FedEx and must be shipped via truck or a specialized carrier. Please refer to our Delivery Information page.

14. Assembly

Do I have to be a DIY expert to assemble flat pack items?

All flat pack furniture comes with easy to follow instructions and can be assembled by anyone with basic DIY skills and a basic tool kit.

Assembly time will depend on the size of the items purchased.

What do I do if parts are missing? Lay out and check all components against the assembly instructions prior to assembly, to check that you have all the parts.

If you have any parts missing, contact our customer services department immediately by E-mailing us at enquiries@kianhome.com

15. What is your return policy?

Products can be returned up to 10 days from purchase but must be returned in their original packaging & in saleable condition. Collection of returns on delivery items will incur a RM180.00 pick up charge within Klang Valley.

16. Man Delivery

Our order lead times vary from 6-8 weeks on large items of furniture, upholstery & larger accessories. An approximate lead time will be quoted against your order at point of sale.

Our carrier will contact you directly 7-10 days prior to delivery to arrange a delivery date with you. Items will be delivered into your room of choice & assembled furniture will be unpacked & the packaging removed. A signature to confirm that the product is acceptable will be required on receipt. Self-assembly furniture will be delivered into your room of choice with the packaging intact & you will be asked to sign for the packaged goods.

Self-assembly items cannot be returned once assembly is commenced unless there is a manufacturing fault. Items made specifically to your order cannot be returned unless there is a manufacturing fault. If you cannot make a delivery time & our carriers are not advised within 24 hours of delivery, a RM180.00 charge will apply.

17. How can I return a product?

The quality of our products is guaranteed. All items are inspected before leaving the warehouse.

In the event that something happens during transit, we will accept any damaged or defective merchandise for return, but we must be advised as soon as you receive your merchandise. Just phone us and our customer service staff will work with you to arrange return/replacement.

If you do decide that a product does not meet design expectations, we will accept its return as long as the product is returned to us undamaged.

Please refer to our Returns page for details. 

18. Can I return an item purchased from the web or catalogue to a store?

Yes, if it is more convenient for you.

Please make sure that you take your delivery note from the parcel with you.

19. How long does it take to receive a refund?

A refund will be issued back to your credit/debit card within 14 days of receipt of the item.

20. How long will it take to deliver a replacement?

This will depend on the availability of the item in question. In most cases a replacement should not take more time than a few working days. A more specific timeframe will be given when a replacement is requested.

21. What payment types are available online?

No online payment options are available as of yet. We are looking to make online payments available some time in mid-2016

22. Can I pay by cheque?

Yes, you can only pay by cheque if you order from our website.

Make sure you send us a copy of the deposit slip with your name and order number to enquiries@kianhome.com.