Frequently Asked Questions

Orders

How do I place an order?
Simply select your sofa, choose your options (size, color, etc.), and proceed to checkout on our website.

Can I cancel my order after placing it?
Cancellations are not possible once the order is placed, as production and logistics are arranged immediately.

Will I receive an order confirmation?
Yes. You will receive a confirmation email once your order is successfully placed.

Shipping & Delivery

Where do you ship from?
Our sofas are dispatched from our warehouse in China.

Where do you ship to?
We currently ship to Malaysia and Singapore only.

How long does shipping take?

• West Malaysia: 12-18 days
• East Malaysia: 25-30 days
• Singapore: 10-15 days

Delays may occur due to shipping schedules, customs clearance, or port congestion.

How much is the shipping fee?
We charge a flat rate of RM300 for shipping to Malaysia and Singapore.

How will my order be shipped?
All sofas are shipped via sea freight in modular packaging to ensure safe and cost-efficient delivery.

Do you deliver to my door?
Without White Glove Service, delivery is ground floor only.
Self-unloading is required, so please arrange assistance if needed.

Do I need to be home for delivery?
Yes. Someone must be available to receive the delivery.

White Glove Service (Optional)

Do you offer White Glove Service?
Yes, available as an add-on during checkout.

What does it include?

• Carrying items into your home
• Placement in your desired area
• Basic setup assistance

How much is it?
RM350 (additional charges may apply depending on location/access).

Assembly

Do the sofas come assembled?
No, self-assembly is required.

Will instructions be provided?
Yes, simple instructions are included.

How long does assembly take?
Approximately 10–20 minutes.

Product Add-Ons

Is there a safety feature for pets or kids?
Yes. You can add a Safety Panel (RM289) to cover the underside when extended, preventing pets or children from going underneath.

Warranty

What is the warranty coverage?
We provide 5 year warranty.

Returns & Refunds

What is your return policy?
Returns are accepted within 3 days of delivery. 

Where do I return to?
Our Malaysia' warehouse located in Ampang, Kuala Lumpur, Malaysia. Kindly reach out to us for full address.

Return conditions:

• Item must be unused
• In original packaging
• In resalable condition

How do I request a return?
Contact us within 3 days with:

• Your order number
• Photos of the item

Who pays for return shipping?
Return shipping is borne by the customer unless the item is damaged or incorrect.

When will I receive my refund?
Refunds are processed after inspection of the returned item.

Damaged or Incorrect Items

What if my item arrives damaged?
Contact us within 48 hours with clear photos. We will arrange a replacement or solution.

What if I receive the wrong item?
We will arrange a replacement at no additional cost.

Product Information

Are colors accurate?
We strive for accuracy, but slight variations may occur due to lighting and screen settings.

Are measurements exact?
Minor differences of 1–3 cm may occur.

Payments

What payment methods do you accept?

• Credit / Debit Cards (+6% additional fee)
  
• Bank Transfer

Is my payment secure?
Yes. All payments are processed through secure payment gateways.

Customs & Duties

Will I need to pay additional charges?
No. Marivelle Atelier will cover all customs and duties. There won't be extra charges.