If you had made a purchase from Lo & Behold MY, we want to ensure that you receive the utmost quality product and service from us. Once you become a customer to our online store, you will be protected by our Exchange & Refund Policy.
30-Days Refund Policy (Non-deffect items)
- Returns are available within 30 days of delivery for all products except customized furniture, rugs, and vouchers.
- Discounted items from seasonal sales (e.g., Merdeka Sale, Raya Sale, 11.11/12.12, Year-End Sale, Christmas Sale) are not eligible.
- Items cannot be exchanged for different sizes, colors, or materials. Wrong orders of color, size, or materials are not eligible for a return.
- Refunds are approved only if the returned goods pass inspection without damage.
- Customers are responsible for arranging the return of goods, including the cost incurred for transportation and handling.
- Refunds will be issued using the original payment method (Credit Card, FPX, Bank Transfer) and may take up to 21 business days.
Damages, Defects, Wrong or Missing Items
- All items found defect are eligible for damage claims.
- Customers must notify Lo & Behold MY within 48 hours of delivery, accompanied by a photo of the issue.
- Lo & Behold MY will assess the damage/issue and attempt touch-up or part replacement if feasible.
- If a new replacement is necessary, fulfillment may take between 4-10 weeks.
- Lo & Behold MY reserves the right to provide a full refund if the desired replacement item is out of stock or cannot be exchanged for other options.
Exceptions / non-returnable items
Certain types of items cannot be returned, such as customized furniture, light bulbs, rugs, fabrics and gift cards. Please get in touch if you have questions or concerns about your specific item.
Warranty
- All products purchased from our online store will be eligible for 6-months warranty.
- During the warranty period, if a product is deemed defective due to a manufacturing defect, Lo & Behold MY will repair or replace it at Lo & Behold's sole discretion.
- The product warranty does not cover any product modification by the consumer or other parties not authorised by Lo & Behold MY.
- The product warranty does not cover but is not limited to, the following: negligence, abuse, normal wear and tear, or accidents: including (but not limited to) burns, cuts, scratches, tears, scuffs, watermarks, indentations, or damage from pets, moulding, due to bad air ventilation, damage caused by unreasonable or incorrect use, failure to provide proper care and maintenance, normal fading due to lights or sunlight, corrosion or damage caused by contact with unstuiable chemicals or materials, or damage to upholstery and frames due to obvious vandalism such as cuts or graffiti.
If you would like to get hold of our team, you can contact us at +6011-3300 6863 or team@loandbehold.com.my
Do you have a showroom?
As an entirely online-based business, we do not have a physical showroom at the moment. However, we're always available to assist you! Feel free to contact us at +6011-3300 6863, and our team will be more than happy to provide online support.
What is the standard delivery timeframe?
For pre-order stock, goods will usually arrive within 4-6 weeks (West Malaysia) and 6-8 weeks (East Malaysia & other parts of the world).
Ready stock items are only reserved for West Malaysia customers and will take 2-3 working days to be delivered.
If you're in a rush, we offer express delivery for small items like lighting, but please note that additional charges may apply. Don't hesitate to contact us to inquire about express delivery options and associated fees.
Where do you ship to?
Our shipping services are currently available for Malaysia, Singapore, Hong Kong, Thailand, Indonesia and Philippines. As for other countries not listed, we encourage you to reach out to us at team@loandbehold.com.my, and we'll be glad to provide shipping quotations to explore the possibility of expanding our services to your location.
What are you shipping charges?
Great news! We're thrilled to provide FREE delivery for purchases above RM3,000 in a single order (Only applicable for Malaysia & Singapore customers at the moment.
During checkout, the final shipping fee will be calculated and displayed, ensuring complete transparency, so you'll know exactly what you're paying for. Happy shopping! 😊
Do you offer discounts for ID or Bulk Purchase?
Absolutely! If you have a Renovation/ID project in mind, we'd love to assist you and work out a rate that will save you more. Simply reach out to us at +6011-3300 6863 or drop us an email at team@loandbehold.com.my with the subject line 'Bulk Purchase.'
What are your payment methods or instalment options?
We have several payment options available:
- FPX
- Visa/Mastercard
- Atome PayLater
- eWallets (Grab Pay, Touch 'n Go, Shopee Pay)
Additionally, we provide 0% interest Credit Card Instalments through the following banks:
RHB, AmBank, PBB, OCBC, CIMB, HSBC, SCB, UOB, MBB, AFFIN, HLBB
Instalment plans range from 6 months (with a minimum spend of RM1,500) to 12 months (with a minimum spend of RM5,000).
How do I track my order?
After placing your order on our online store, you can expect to receive the estimated delivery dates within 24 hours. As the delivery date approaches, we will contact you to make arrangements for the delivery of your order. Rest assured, we'll keep you informed every step of the way!
Can I do self-collection?
Regrettably, we do not offer self-pickup services at this time.
Do you offer assembly/installation services?
We're here to help you with furniture assembly! If you're in the Klang Valley area, our team will be on-site to assist you with complimentary assembly. Don't worry if your location isn't covered for assembly services; our fantastic online support team is always available to guide you through the process.
As for lighting installation, we've got you covered too! Simply contact us at +6011-3300 6863 for a quotation. Please note that this service is currently available only within the Klang Valley. Don't hesitate to reach out; we're ready to assist you! 😊
What if I received a broken or wrong item?
Please notify us within 48 hours of delivery at +6011-3300 6863, and kindly include a photo of the issue. Our team will make every effort to assist you promptly.
Do you offer any warranty?
Rest assured that all products purchased from our online store come with a warranty, as specified in our Exchange/Refund Policy. We highly recommend taking the time to read and familiarize yourself with the policy before making any purchase. Should you have any questions or concerns, don't hesitate to reach out to us. We hope you have a fantastic shopping experience with us!
Do you offer any customization on your furniture?
Absolutely! We take pride in offering customization options for our products, including sizes, materials, and colors. If you have specific needs for custom furniture design, we've got you covered too! Feel free to reach out to us at +6011-3300 6863, and we'll be more than happy to assist you with any customization or design sourcing requirements. Looking forward to working with you!