If you’d like to try an alternative to classic porcelain, then Tonda is the perfect complement to your home.

Newsletter



Follow us

Stay Updated With Luca

Subscribe to our Newsletter for news on latest products and sales



Search

Frequently Asked Questions (FAQ)

ORDER QUESTIONS

You can check the status of your order by selecting ‘Track Your Order’. Then, key in your Order ID and email address in the designated fields. You will be able to see the status of your order; Processing, Cancelled, Failed, Refunded, or On Hold.

Once you place an order, we begin to process orders immediately.

Please contact us at +603 7729 5511 or Whatsapp (+6014 933 2182) to us  the same day your purchased with your order number, the name/product code of the item and we will attempt to accommodate your request.

For Peninsular Malaysia – It may take between 4-10 days to receive your order.

For Sabah & Sarawak – It may take between 4-10 days to receive your order.

If you have not receive any tracking number within 48 hours (working days) from the date of order. Please contact us at +603 7729 5511 to speak to one of our friendly staff.

We accept Online Banking & Credit Card payments via our trusted online payment gateway by iPay88.com.

Once you have placed an order you will shortly receive a confirmation email. To ensure that this goes into your inbox please add sales@luca.com.my to your contacts, otherwise your confirmation email may end up in your Junk/Spam folder. If you have not received your order confirmation email please contact us immediately.

PRODUCT QUESTIONS

As with all wear and tear products, our rugs do not come with warranty. However, we use high quality materials to make our rugs. It will last you a long time with proper care. Please refer our Rugs Care guide in order to prolong the life of your rugs.

We do not have any fixed timeline on when stocks will be replenished. However, please drop us an email for the products that you’re interested in and we will try to accommodate your needs.

It is hard for us to point out the quality of the rugs as different material will be having different type of quality. Rest assured, no matter the material you choose, we only use the best material in class to ensure the best quality we can provide to you.

Due to the colour rendition on each screen/devices, colour may differ slightly from the actual photo. However, the colour should not fall of a different group of colour, e.g.; Red vs Blue

The main basis of rug care will be regular vacuuming of the rugs to remove any loose soil/dirts. This will help prolong the life of the rugs.
Any spills or heavy soiling should be attended immediately to avoid any permanent damage that may be caused to the carpet fibre.

For further instructions on how to care for your rugs, please read thru our Rugs Care Guide here.

It will be great if you can get one to use under your rugs. It’ll help you prolong the life of your rug, protect your flooring & prevent slippage. However, it is not necessary to have it under all rugs.

Depending on the material type & construction method of the rugs. Some shedding during the early stage of the rugs is normal. So regular vacuuming (low-level suction) of rugs will help to remove any unwanted fibre off your rugs to keep it looking good. Do note that certain fibre such as wool will shed more than others, this is a normal occurrence and there is no need to raise concern. However, if you suspect your rug is shedding more than usual, please contact us immediately for further advise.

SHIPPING QUESTIONS

Please refer to the table below for the shipping cost.

 Area / Sizes 1.6m x 2.3m 2.0m x 2.9m 2.4m x 3.4m

Peninsular Malaysia

(MYR)

25 35 50

Sabah

(MYR)

70 150 250

Sarawak

(MYR)

70 150 250

We will be using courier service via our trusted partner at GDex to deliver the rugs to you.

Once we have packed your goods to be delivered, we will send you an email with the tracking number. You may track your delivery progress at www.gdex.com.my

Yes, we do! Our partner at GDex will be able to provide a great shipping rate to our customers at Sabah, Sarawak.  As for Singapore, Please contact us at sales@luca.com.my for further arrangement.

At the moment, our e-commerce site is not designed to handle payments internationally. Please contact us at sales@luca.com.my for further instructions on how to purchase from us.

Yes, if you would like to, you may always pick up your rugs at our warehouse located in Selayang.

RETURN / REFUND / EXCHANGE QUESTIONS

Returns are subject to the store’s return policy. Full Terms & Conditions for returns/refund/exchange can be found here.

Customers are required to arrange their own courier to return the item to us in good condition. Refund of courier charges will be dependent on the nature of the refund.

This will be highly dependent on the courier service you’re using and the location you are sending from. Read more here.

As soon as we start processing your return package at our warehouse, you will receive an email to confirm that we have received and are processing your order.

We issue most refunds in less than 21 days after we received your item. Your bank or credit card company may require additional time to process your refund.

Once the item has been shipped , no exchanges are allowed.

GENERAL QUESTIONS

Yes, we do allow customer to visit our showroom by appointment only. Please contact us to organize a viewing time.

Unfortunately we do not , only for custom made orders. Please contact us at sales@luca.com.my for further information.

Don’t worry if you’ve forgotten your password! At login page, simply click the ‘Lost Your Password?’. You will direct to a page to key in your username OR email to create a new password.

Just log into your account using your old email address and click on ‘Edit Profile’ under user dashboard. Once you key in your new preferred email, hit ‘Update Profile’ and you changes will be saved !

X