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FAQS
About ruma
1. Do you have any showrooms?
Yes, we do! Our showrooms are located at:
-Atria Shopping Gallery, PJ.
-Mesamall, Nilai.
-Paradigm Mall, JB.
-1st Avenue Mall, Penang.
2. Where can I view store locations and hours?
You can find details here on our online store or simply google us for more store info and location.
3. Where can I purchase ruma products?
You can purchase ruma products directly at Atria Shopping Gallery (PJ), MesaMall (Nilai), Paradigm Mall (JB), 1st Avenue Mall (Penang) or purchase from our online store at ruma-home.com .
Product & Stock
1. Where are most of your products manufactured from?
Our products are locally and internationally sourced from various locations. This is to ensure that our customer receives the best quality in our products.
2. Where can I look for the reviews of the products that I want to purchase?
Reviews are currently not available on the online store. However, customers can visit our stores in Atria (PJ), MesaMall (Nilai), Paradigm Mall (JB) and 1st Avenue Mall (Penang) to have a better look at the products they want.
3. Can I trust the quality of ruma products?
Yes you can, ruma products are all hand-picked by us. Materials for each product are also stated clearly. If you are still unsure of the product’s quality, you are advised to visit our Gallery store in Atria (PJ), MesaMall (Nilai), Paradigm Mall (JB) and 1st Avenue Mall (Penang) to have a better look at the products.
4. Does the retail store in Atria (PJ), MesaMall (Nilai), Paradigm Mall (JB) and 1st Avenue Mall (Penang) have all the products shown in ruma online store?
All products are in our online store. However, not all products listed are displayed in store. To ensure that the products you are looking for are available in our retail stores you can contact us beforehand at 018-3514811 (Atria PJ Store), 018-9854811 (MesaMall Nilai Store), 018-2764811 (Paradigm Mall JB Store) or 018-3114811 (1st Avenue Mall Penang Store)to avoid extra hassle.
5. What are Made-To-Order Items?
At ruma, we aim to offer a wider range of furnishing styles and designs for you. To achieve this, certain items may only be produced specially according to your order. Such items under the made-to-order programme may be customized to your preference for choice of fabric color and so on. Made-To-Order items will take 4-6 weeks time for production.
6. Is there a warranty for all the products being sold in ruma?
A: No, only selected items such as sofas, sofa beds, bed frames and mattresses have a warranty.
7. Can I customize ruma furniture?
No, we do not do customization at the moment.
Order & Payment
1. Can I earn loyalty points from purchasing in ruma during online shopping?
No, currently we do not offer any loyalty points during online shopping in ruma.
2. Is there a referral program available in ruma online shopping?
No, currently we do not offer any referral program during online shopping in ruma.
3. Can I directly buy the product through the warehouse?
No, our warehouse is not open to the public. However you can arrange self pickup for purchased items at our warehouse.
4. How do I check the delivery fees for different items?
Delivery fees are stated under each item. To have a better clarification, please visit Shipping Information page.
5. What do I do if I want to purchase an item that is sold out with no ETA written?
You may contact our retail stores via whatsapp.
6. What are the online payment methods available while shopping in ruma?
The online payment methods available are Credit Card (Visa, MasterCard, ipay88, FPX, UnionPay), Boost, GrabPay, TouchnGo eWallet, ShopeePay and Maybank QRPay.
7. Is it secure when I submit my credit card information to ruma online store?
Of course.
8. Can I make an installment plan when I purchase ruma products?
Hi there, yes we do have installment plans. Our installment plan is 6
months and 12 months 0% interest. For online purchase we have Maybank,
CIMB Bank, HongLeong Bank and American Express.
In store purchase we accept Maybank, CIMB Bank, HSBC, Standard
Chartered, UOB, American Express, Affin Bank, Alliance Bank, citiBank,
AmBank Group, BSN, OCBC and RHB.
9. Is there any deposit needed when I purchase a product from ruma?
No, we only accept full payment.
10. Do ruma have BUY NOW PAY LATER?
Yes, we do have BUY NOW PAY LATER payment method. For online purchase we have Atome and PayLater by Grab. In store purchase we only accept Atome.
Shipping & Delivery
1. If I direct purchase through ruma online store, can I choose my delivery date?
Yes you may purchase directly on our online store. Delivery team will contact you to confirm on a suitable delivery date.
2. Can I purchase now and deliver months later?
Yes, we can store purchased items for customers upto 2 months.
3. Can I change my delivery date or time on the products that I bought?
Yes, you can call to change them but an advance notice of 3 working days will be needed. Please email customerservice@ruma-home.com to do so.
4. How does ruma deliver their goods?
We have our self delivery inclusive with installation service for furniture delivery in West Malaysia purchases. For East Malaysia we deliver through a courier or sea shipment for RM300 per trip and self installation is required.
5. Will ruma do quality checking before sending out my furniture?
Of course. We want to ensure that our customers receive the best of our products.
6. How do I track the estimation of delivery time on the products that I bought?
The goods will normally take around 10 – 14 working days to deliver depending on stock availability. Our delivery team will contact you 1 – 3 working days prior to the actual delivery date to schedule a delivery appointment. Made to order items would usually take around 5 – 6 weeks. For pre-order items, estimation time arrival (ETA) will be written on each item. Customers can also email us at customerservice@ruma-home.com if you are still unsure of the delivery time.
7. Is assembly service included after purchasing from ruma?
Yes, our professional furniture delivery team will help you assembly your product with no extra charges. However, assembly service will not be provided for customers who self-collect the items.
8. What should I do if I made an online purchase saying that I would like to self-collect the items but decided to have it delivered instead? (Or vice-versa)
You can email us at customerservice@ruma-home.com if you decide to change it from self-collect to delivered or vice-versa. Do take note that the necessary charges or refund will be needed to do this.
9. Can I ship to foreign countries?
Yes, we do provide delivery to Singapore. Kindly visit our Singapore Delivery Information page.
10. Can you remove my old furniture?
Yes, we can with a minimal fee. Please refer to our delivery page for further information.
11. Can you relocate my old furniture to another house?
Yes, Relocation fee is RM150 within 50km.
12. Can I self-collect the products I bought from ruma?
Yes, use coupon code SELFCOLLECT during your check-out. However, assembly service will not be provided for self-collect items. For more information refer Shipping Information page.
13. Where can I self-collect the products that I bought?
You can self-collect at Atria Shopping Gallery store (PJ), MesaMall store (Nilai), Paradigm Mall (JB), 1st Avenue Mall (Penang) or Semenyih warehouse. Do take note that heavy furniture can only be self-collected at Semenyih Warehouse.
Exchange, Return & Refund
1. Can I return or exchange an item?
Yes, you can only for West Malaysia customers. We have a 14-Day satisfaction guarantee.
2. How does the 14-Day guarantee work?
ruma offers a 14-day satisfaction guarantee policy in terms of exchanging or cancelling your order. For more information please visit 14-DAY SATISFACTION GUARANTEE page.
3. Does the 14-Day satisfaction guarantee apply to all the products in ruma?
No, this policy is not entitled for MADE TO ORDER / CUSTOM MADE items and Home Décor & Accessories.
4. What can I do if I have a problem with my new items?
Customers are guaranteed with a returns & refunds policy. For more information please visit 14-DAY SATISFACTION GUARANTEE page. or email us at customerservice@ruma-home.com.
5. What should I do if I receive a damaged parcel, the wrong items or don’t receive my order at all?
If you believe the product you’ve ordered is damaged, the incorrect items have been delivered, or your order hasn’t arrived within the specified time frame, please email us at customerservice@ruma-home.com.
General or Technical
1. Wait, I can’t find anything related and I am still not too sure!
No worries, you can contact us at 018-3514811 (Atria PJ Store), 018-9854811 (MesaMall Nilai Store), 018-2764811 (Paradigm Mall JB Store) or 018-3114811 (1st Avenue Mall Penang Store) send us an email at customerservice@ruma-home.com we would be happy to help.