CUSTOMER SERVICES FAQs
Your satisfaction is of the utmost importance to us. To help answer any questions you may have while shopping at http://www.timelessdesign.com.my, 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.All reproduction/adaptations of furniture pictured on our web site and catalogue are marked as “inspired by”. This means they are not original items but are based on the originals. All furniture is of the highest quality and are replicates the essence of the original designs. Designers and resellers please beware that these items should not be resold as originals.
To begin, click "Add this to my order" at the top or bottom of any product detail page. Once you have added an item to your order you may either click "Continue Shopping" or "Begin Checkout" at the bottom of the shopping cart page. When you click "Begin Checkout" you will be asked to Sign In. The "Sign In" page is where new customers create an account. You can only create an account or sign in to your existing account after you have added an item to your order and clicked the "Begin Checkout" button.
This site has security measures in place to protect the loss, misuse and alteration of the information under our control. All orders 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.
If you have created a Timeless Account and have forgotten your password, click here to enter your email address. We can email it to you in a matter of minutes.
There are several benefits for owning a unique Timeless 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 life more simple!
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.
Discount Policy At Timeless Design our pricing policy is simple: No inflated list prices to allow for superficial "discounts" that don't really save you anything. Instead, we have a simple volume pricing policy that it is based on your total annual business with us—not just a single order. Since we count your past business with us, your discount will appear when you log in with your customer information in the checkout process. Discounts begin once your cumulative annual purchases reach $10,000* and continue on subsequent orders during that calendar year. Discounts cannot be combined with any other offer or promotion. Our "best pricing" policy affords you the greater discount available.
Cumulative Purchase Amount*
$10,000 to $24,999 5%
$25,000 to $49,999 10%
$50,000 to $74,999 12%
$75,000 to $99,999 15%
Over $100,000 Discount 17%
*Cumulative pricing is calculated on retail totals only, and does not include returned items. Annual purchase period includes orders from January 1 of current year.
We aim to support educational, arts, and cultural institutions, and have had our products specified for a number of museums, theatres and universities. We offer a 7% discount for non-profit institutions; however it can not be combined with any other volume or promotional discount. You must request this discount at the time of purchase. Please email us [email protected]
The Timeless Design Studio 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. Timeless Design Studio also offers special services for specifies and businesses.
Timeless Design Sdn. Bhd.
54, Jalan Putra,
50350 Kuala Lumpur,
MALAYSIA
TEL: +603-40452211
Business Hours: Monday to Saturday 9am to 6pm
Sunday & Public Holiday: Closed
Standard ground shipping and handling charges are now estimated by the total cbm of an order and will be automatically calculated on orders cbm. Our delivery charge is a minimum from RM10 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 +603-40452211 to place your order.
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 RM100 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.
If there is no one there to receive the order, we will leave it in a convenient place, or leave a card for you to call to arrange another delivery time.
Saturday delivery is only available with our Express delivery service. Please check in the product description for availability.
If all items are in stock, we will aim to deliver your order complete.
Yes, you can call the store directly to place your order and they will call you when it is ready for collection. This service only applies to selected products so please call the store, initially, to confirm availability.
We ship most products from our warehouse and from some manufacturers via courier service. Many of our items are too large to ship via courier and must be shipped via truck or a specialized carrier. In most cases, these carriers will call you prior to delivering your order to arrange a delivery appointment during regular business hours. Please refer to our Delivery Information page.
We accept overseas orders for all standard delivery items for an additional charge. Quotations can be obtained by contacting our customer services department. Please be aware that the delivery charges quoted do not include any local duties and taxes. The recipient will be responsible for these charges that are customarily collected at time of delivery.
Email us: [email protected]
Assemble
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: [email protected]
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 RM100.00 pick up charge within Klang Valley.
5.11.1 Parcel Line
If the item is in stock, it will be delivered to you within 10 working days. Alternatively, products can be ordered & collected from the store of purchase. If an item is out of stock, we will advise you of the delay & when we expect your order to be back in stock. As soon as we receive the stock we will call you to arrange a suitable delivery date. 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 RM100.00 charge will apply.
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.
Yes, if it is more convenient for you. Please make sure that you take your delivery note from the parcel with you.
A refund will be issued back to your credit/debit card within 14 days of receipt of the item.
This will take the same length of time as the initial delivery.
We accept Visa, Mastercard, and E-Wallet.
