Shipping & Return Policy
Shipping Policy
1. Delivery Regions:
1.1 We currently ship to West and East Malaysia only.
2. Courier Services:
2.1 We utilizes third-party courier services for shipping. Please note that delivery timing and logistics are beyond our control.
3. Local Deliveries:
3.1 Orders in Kuala Lumpur, Seremban, and Selangor may be delivered by the Cantikwall team, depending on availability. In some cases, third-party couriers may be engaged.
3.2 Delivery by our team is appointment-based, so any changes in the date should be requested at least 3 working days in advance.
3.2 Delivery by our team is appointment-based, so any changes in the date should be requested at least 3 working days in advance.
4. International Orders:
4.1 Customers placing orders from outside Malaysia are requested to contact our Customer Service Officer (CSO) for assistance.
5. Delivery Timing:
5.1 The delivery time is subject to the policies and timelines of the chosen courier service.
6. High Rise Premises:
6.1 For high-rise premises, we recommend that owners coordinate in advance with their building management to facilitate a smooth delivery process.
6.2 Confirm whether the delivery can be made directly to the residence or to a designated area.
6.2 Confirm whether the delivery can be made directly to the residence or to a designated area.
7. Lead Time for Carpet Production:
7.1 Please be aware of the lead times for carpet production:
- Hand-tufted carpets: 6-8 weeks
- Hand-knotted carpets: 3-5 months
- Flatweave carpets: 6-8 weeks
8. Tax Responsibilities:
8.1 Customers are responsible for any applicable taxes. However, many of our rugs already include these costs.
9. Special Handling:
9.1 Please be advised that our delivery service solely encompasses the transportation of the rug.
9.2 We do not offer additional services such as carpet laying or furniture adjustment during the delivery process.
9.2 We do not offer additional services such as carpet laying or furniture adjustment during the delivery process.
10. Tracking Information:
10.1 We understand the importance of keeping you informed. Once your order is dispatched, we will provide you with a tracking number based on the courier's system.
10.2 Expect notification when your order is ready for delivery, and we'll keep you updated throughout the shipping process.
10.3 For any inquiries or assistance regarding tracking, please reach out to our Customer Service Officer (CSO).
10.2 Expect notification when your order is ready for delivery, and we'll keep you updated throughout the shipping process.
10.3 For any inquiries or assistance regarding tracking, please reach out to our Customer Service Officer (CSO).
11. Disclaimer:
11.1 While we strive to provide the best shipping experience, delays or issues arising from third-party courier services are beyond our control. We appreciate your understanding in such circumstances.
11.2 By placing an order with Cantikwall, you agree to abide by the terms and conditions outlined in this shipping policy.
11.3 If you have any questions or concerns, please contact our Customer Service Officer for assistance.
11.2 By placing an order with Cantikwall, you agree to abide by the terms and conditions outlined in this shipping policy.
11.3 If you have any questions or concerns, please contact our Customer Service Officer for assistance.
Return Policy
1. Order Cancellations:
1.1 Order cancellations are not allowed once confirmed.
2. Acceptable Reasons for Return:
2.1 Returns are only acceptable under the following circumstances:
2.1.1 Torn or defect due to manufacturing or delivery. Note that we conduct thorough checks before dispatch.
2.1.2 Size deviation exceeding 5 inches on either side.
2.1.3 Receipt of the wrong product/carpet.
2.1.4 Receipt of a product with a color entirely different from what was ordered.
2.1.5 Refer to carpet descriptions regarding potential color variations due to different screen settings.
2.1.1 Torn or defect due to manufacturing or delivery. Note that we conduct thorough checks before dispatch.
2.1.2 Size deviation exceeding 5 inches on either side.
2.1.3 Receipt of the wrong product/carpet.
2.1.4 Receipt of a product with a color entirely different from what was ordered.
2.1.5 Refer to carpet descriptions regarding potential color variations due to different screen settings.
3. Not Accepted for Return:
3.1 Returns will not be accepted for the following reasons:
3.1.1 Damage resulting from the use of unsuitable cleaning chemicals, high suction vacuum usage, or any misuse by the customer.
3.1.2 User error during the purchase, such as choosing the wrong size or a color that doesn't complement their home interior.
3.1.3 Incorrect delivery address provided by the customer.
3.1.4 Shedding of the carpet, which is normal for handmade carpets as mentioned in the item description.
3.1.1 Damage resulting from the use of unsuitable cleaning chemicals, high suction vacuum usage, or any misuse by the customer.
3.1.2 User error during the purchase, such as choosing the wrong size or a color that doesn't complement their home interior.
3.1.3 Incorrect delivery address provided by the customer.
3.1.4 Shedding of the carpet, which is normal for handmade carpets as mentioned in the item description.
4. Return Procedure:
4.1 To initiate a return, customers must:
4.1.1 Contact our Customer Service Officer (CSO).
4.1.2 Provide photographic proof of the issue.
4.1.3 Kindly await a prompt decision from our expert team regarding your return request.
4.1.4 Note that customers must have checked the product within 5 days of receiving it.
4.1.1 Contact our Customer Service Officer (CSO).
4.1.2 Provide photographic proof of the issue.
4.1.3 Kindly await a prompt decision from our expert team regarding your return request.
4.1.4 Note that customers must have checked the product within 5 days of receiving it.
5. Return Processing:
5.1 We will process the return request within 3 working days.
5.2 If accepted, our team will arrange for the pickup of the defective carpet (limited to KL, Seremban, Selangor). (Refer to the "Return Procedure" section).
5.2.1 Customers have the option to place a new order.
5.2.2 If the damage is minor, they may choose to keep the carpet, and we will compensate a percentage (10-20%) based on the damage.
5.2.3 If a new carpet is not desired, a 100% refund will be issued for the eligible return reasons mentioned earlier.
5.2 If accepted, our team will arrange for the pickup of the defective carpet (limited to KL, Seremban, Selangor). (Refer to the "Return Procedure" section).
5.2.1 Customers have the option to place a new order.
5.2.2 If the damage is minor, they may choose to keep the carpet, and we will compensate a percentage (10-20%) based on the damage.
5.2.3 If a new carpet is not desired, a 100% refund will be issued for the eligible return reasons mentioned earlier.
6. Rejection of Return:
6.1 If the return request is rejected, customers will be informed accordingly, and they can refer to the rules mentioned in the "Not Accepted for Return" section for clarification.
6.2 By making a purchase from Cantikwall, you agree to adhere to the terms and conditions outlined in this return policy.
6.3 For any inquiries or assistance, please reach out to our Customer Service Officer.
6.2 By making a purchase from Cantikwall, you agree to adhere to the terms and conditions outlined in this return policy.
6.3 For any inquiries or assistance, please reach out to our Customer Service Officer.
