FAQ

Frequently Asked Questions

COMPANY INFORMATION

1. What is HNfurniture?

HNfurniture is an online-only retailer dedicated to making your home shopping process interesting and easy. We're not just an online furniture store: We select and plan the best quality and style for you and your home.

2. Is it safe to order online from HNfurniture?

We know that the safety of your personal information is extremely important, and use state-of-the-art fraud detection software to protect all of your personal data and credit card information. We even go one step further and manually verify the legitimacy of all orders placed with us. For more information about how we keep your info safe, check out our Privacy Policy.

3. Do you have any store locations?

HNfurniture does not have any store locations. Our website is our showroom, which allows us to have a larger selection of products you can browse online at any time.

ORDERING

1. What do you do with my information?

We use your info to fulfill your order accurately and quickly, and to improve your shopping experience. We respect your privacy and never share this information with anyone, except in connection with your order. If you want to know more, take a look at our Privacy Policy.

2. How do I track my order?

To view the status of your order, simply log in to your HNfurniture account and click "My Orders." Then, select the order number you want to review. Your Delivery confirmation will be emailed to you withen 7 days of your scheduled delivery. If you have any questions or want to make changes, contact our Customer Care team.

3. Can I edit my order once it has been placed?

Sure thing! Just get in touch with our Customer Care team as soon as possible and they'll help you with any necessary changes.

4. Can I customize my item?

Most items come in standard size, material, and color. However, we do provide customization of specific products such as marble and solid wood coffee tables, console table, dining tables, and sofas. Do check with our sales associates representative on customization projects and options.

5. Can I cancel my order?

Order cancellation can be done within 48 hours of order placement date or payment. As it is our responsibility to ensure that your order is processed timely, package packed, and shipment delivered to you in the shortest possible turnaround time, orders placed after 48 hours will not be allowed for cancellation.

6. Are the colours on the site accurate?

The photos on the site are as accurate as possible. However, the actual colour of your order may vary slightly due to different monitor settings. Please contact our Customer Care team with any questions.

DELIVERY

1. Where do you deliver?

HNfurniture currently supports free delivery to

Country Lead time
United States of America 30-35 days
Hong Kong, China 3-5 days
Singapore 9-15 days
Korea 5-7 days
Japan 7-10 days
Malaysia 15-20 days
Canada 55 days
Australia 40 days
Poland、Germany、Austria、United Kingdom、Netherlands、Belgium、Luxembourg、France、Italy、Spain

 25-30 days

 Ireland 35 days
 India 50 days

Note:The ETA ( Estimate Time of Arrival ) is an estimate and not a guarantee. Lead time can be impacted by external factors such as freight delays, unstable weather, global pandemics, Act of God and other unforeseen circumstances.


If you are not in these countries, you can contact our customer service personnel to arrange a special shipment for you.

2. How much does delivery cost?

Our orders are all free of shipping. If you purchase 3 or more items, you can contact our customer service to apply for the best price for you.

Most products require self assembly. You can assemble them yourself or have an installation technician come to your doorstep for assembly. The assembly costs incurred need to be borne by you. If you are unsure whether the purchased product needs to be installed, you can contact our customer service specialist for confirmation.

3. If I order again a few days or weeks after my first order, can I combine both orders?

If your second order is placed within 5 days of your first order, please contact us, we will help you to combine the delivery. Delivery of your two orders will be completed in one single trip.

4. I do not need delivery until 3 months later. Can you keep my item/s until further notice?

We do provide up to 3 month warehousing services but will charge a warehousing fee from the 91st day before the goods are loaded into the container. The warehousing Fee is dependent on the size of your items. However, free 3-month storage is not supported after the goods are loaded into the container and will directly arrive at the destination port. Free storage for 3 days upon arrival at the port, with charges starting from the 4th day.

5. What if I cannot receive my item according to the scheduled date provided?

You can contact us in advance and we will try our best to accommodate your delivery time. However, after the goods arrive at the destination port, there is only a 3-day free storage period. If you are unable to receive the goods after 3 days, storage fees will be charged.

6. Will my furniture be assembled for me?

Most products require self assembly. We will provide installation accessories, tutorials, and installation guidance. You can assemble them by yourself or have an installation technician come to your doorstep for assembly. The assembly costs incurred need to be borne by you. If you are unsure whether the purchased product needs to be installed, you can contact our customer service specialist for confirmation.

WARRANTY & RETURNS

1. What if my items arrives damaged?

Our delivery teams will treat your order with care so it can arrive in the best condition possible, but if there is any visible damage on the items to your home during the delivery process, please notify our delivery team and make sure it is recorded in the delivery paperwork. Then, contact our Customer Care team within 72 hours of the delivery so we can try to repair or replace the damaged item as soon as possible.

2. What is your return/exchange policy?

If it is a manufacturer's defect, we will negotiate with you to resend some or all of the products according to the situation, but do not provide exchange if an item is deemed to be unsuitable in terms of style / colour / theme. Do refer to our policies.

3. Is there warranty for my items?

We provide 6 month warranty for all products, and 12 month warranty for bedframe and sofa products. The warranty covers manufacturer defects only.

 

PAYMENT & PRICING

1. What are the payment modes?

Payment can be made via American Express, apple pay, google pay, Mastercard, shop pay, visa, paypal, bank transfer, credit card. We do not accept COD cash on delivery.

2. What are the payment terms?

We require full payment upon order placement for orders placed via major shopping platform, website, Whatsapp, over the phone, or any other channels, unless otherwise agreed.
If there are special requirements, you can apply to pay more than half of the deposit first, and pay the balance of the payment before the goods are loaded into the container. You need to explain to customer service personnel in advance to modify the order payment amount.

SPECIAL ORDERS

1. Do you work with design professionals?

We love working with designers and will go the extra mile to help professionals who are looking for furniture for their clients. For more details, please contact our Customer Care team.

2. Do you offer discounts on bulk orders?

Hotels, realtors and other professionals who need a lot of furniture, fast, rely on us to help make their spaces look fabulous. For these special bulk orders, we may even be able to provide special pricing! For more details, please contact our Customer Care team.

 

ACCOUNT INFORMATION

1. How do I change my account information?

To change your account information, log on to your HNfurntiure account and make any necessary changes to your address, e-mail, phone number, password or payment options. Please note that these changes will not apply to any orders that have already been placed. To change that information for an existing order, please contact our Customer Care team.

2. What do I do if I forget my password?

Go to the log-in area of HNfurntiure and select Forgot Password? Enter your e-mail address and we'll send you password reset link.

Have another questions? Contact our Customer Care Team for help.