Frequently Asked Questions (F.A.Q.)
Big Brain currently ships to any street address in Malaysia. We ship orders via our dedicated couriers -- CITY-LINK Express (local) and FedEx (overseas) for our furniture items. Please note that furniture is delivered only, and will not include assembly.
Enjoy free shipping on all orders above RM 700 and specific shipping rates can be found upon checkout for orders below RM 700. Only applicable for orders in West Malaysia (except Langkawi), for limited time only!
For other available territories and countries, specific shipping rates can be found upon checkout.
White Glove Delivery Service (Johor Bahru & Singapore)
Johor Bahru: White Glove Service is our premium delivery option and includes a scheduled appointment from our own delivery teams. The items from your order will be unpacked, assembled if necessary, put in place and all packing materials will be removed. Our White Glove Service teams are not bonded or insured for any wall mounting, structural modifications or electrical work. Typical delivery time is 1-2 weeks from your scheduled delivery date confirmation. Free White Glove Delivery is available for: Johor Bahru, Skudai, Nusajaya, Gelang Patah, Masai, Ulu Tiram, Pasir Gudang, Senai and Kulai only. Please call us at +6073625321 for schedule appointment.
Singapore: Apart from FedEx shipping, we provide White Glove delivery service to Singapore customers too. We can deliver your products fully assembled to your doorstep by truck on scheduled date (wall-mounting service not included), with the charge as low as 11% (exclusive of Singapore GST) based on your total purchase amount. Please call us at +6073625321 for more info or make arrangement.
What is Pre-Ordering?
Pre-Ordering allows you to get a significantly better price. You order an item before it reaches our showroom. You are effectively exchanging having your order delivered after inventory arrived for a significant discount.
Why do we offer you so much discount for Pre-Ordering?
- We save on warehousing and storage costs and pass these savings on to you.
- We want to make our furniture more affordable and if you Pre-Order we can consolidate your order with other customers who have pre-ordered the same item.
- This allows us to get bulk prices on our purchases and you are the beneficiary.
Pre-Order Arrival Date
The Arrival Date is the date that we have scheduled the shipment containing your item to arrive in Malaysia. The shipment needs to be processed at the port which involves quarantine and customs clearance and then it is dispatched to our warehouse. Once the container reaches our warehouse, it is unpacked and sorted for shipment to our customers. This process typically takes around two weeks and is dependent on whether there is a hold up in quarantine, and how busy the receiving port (Pasir Gudang) is. Please note that this is an expected Arrival Date (ETA), which may change over time.
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 us: email@example.com
Items can be returned for any reason within 7 days after leaving our store for a full refund.
You can bring back the item or use a delivery service. Unless the item arrives to you damaged, the consumer pays for return delivery.
* Restrictions - we are unable to offer a refund or exchange on mattresses or any self-assembly furniture once assembly is part or fully completed.
Please note that your original delivery charges will not be refunded. A refund of the delivery charge will only be given in the instance of incorrect, damaged or flawed goods. If we find that the product has not been returned to us in a fully resalable condition, we reserve the right to refuse a refund on the item, or to deduct up to 20% of the original selling price from the refund amount.
We strongly advise you to thoroughly check your goods upon receipt. To protect your interests, any claim concerning short delivery and/or damaged and/or defective goods found on delivery, or concerning damaged or defective goods found at a later date, must be notified as soon as possible by emailing firstname.lastname@example.org or calling +6073625321 immediately.
There are currently no cancellations at this point in time. All items purchased are final sale.