Frequently Asked Question

Are the products original?

Yes, we we only supply original products that come in original manufacturer’s packing and with manufacturer’s warranty (unless they are indicated as display sets or clearance sets).

What is the warranty on the products?

We offer 2 years warranty on Smeg and Vintec appliances that are purchased from us via online or in-store or from an authorized reseller. Please refer to our Warranty Page for more details on our warranty coverage.

Will the products work in Malaysia and are they safe for use in Malaysia?

Yes, the products are checked and we ensure that products will work in Malaysia. All products sold by us have been approved for use in Malaysia by the relevant authorities.

What if my product becomes faulty after a period of time?

Whether your product is still within or out of the warranty period, rest assure that we will assist in getting it functioning again. Kindly complete the Service Request form and our after-sales department personnel will be in touch with you within 72 hours.

For products within the warranty period, labour costs and spare part costs are included in any work done, provided it is a manufacturing defect. For more information on our warranty policy, kindly refer to our Warranty Page.

For products out of the warranty period, labour charge is RM106.00 and we will provide a quotation for any spare part that needs to be replaced before proceeding with any work. There may also be delivery charges for onsite locations outside of Klang Valley, Penang and Johor Bahru.

Where can I view your products?

Our products are available for viewing at our showrooms. Locations and operating hours can be found here.

Do you provide installation services?

At this time, we do not provide installation services for built-in items. We can recommend installers based on the installation site location.

What payment options are available?

We accept Visa and Mastercard payments processed by iPay88.

How much is delivery?

Just select the item you would like to purchase and the desired quantity, enter your delivery location and the delivery charges will be listed during your checkout.

How long does delivery take?

Your item will be dispatched from our warehouse anywhere from 1 to 3 working days and thereafter, the courier company will another 2 days, depending on the location of your delivery.

Do you deliver throughout Malaysia?

At this time, we can only deliver to major cities in Malaysia for small appliances and only to locations in Klang Valley, Penang and Johor Bahru for big ticket items. Please refer to our Delivery page for more information.

What couriers do you use?

For small appliances, we use EasyParcel which allows you to compare shipping rates from different companies to decide your preferred courier. For big ticket items, delivery is arranged by our office with our own delivery service or outsourced delivery service.

I opted for the showroom pick-up. Where do I go to collect my order?

If you opted for Self-Collection at our showrooms, you can select to pick up your item from any one of our 4 showrooms located in KL, P.J., Penang and Johor Bahru (locations here). You will receive a notification email from us advising when your item is ready for collection. Please bring along a copy of your order, NRIC and credit card used to make the purchase for verification purpose.

What happens if I received a faulty or damaged item?

This is unfortunate and we strive to ensure customers get what they purchased in good working condition. In such events, please Contact Us for a replacement to be sent out to you. Please refer to our Return Policy page for more information.

What happens if I change my mind after receiving the product?

Unfortunately, we cannot accept a return if you do have a change of mind after receiving the product. We can only accept returns for faulty or damaged products that were reported within 7 days of receiving the item. Please refer to our Return Policy page for more information.

I did not find a question that I wanted to ask above. How do I get in touch?

Please contact us at question@kitchshop.my or call us at 03-58825533.