FAQ
1. Can I view the products or material samples in person?
We are fully ecommerce and do not have a showroom. This is so that we can cut our retail overheads (such as showroom rental, salesmen commission etc) and pass on the savings to you.
2. Why are your prices so low?
We cut down on all the unnecessary frills and operational costs and bring back the savings to our customers.
3. What is the lead time if I order today?
Lead time is 3-6 weeks from order placement date. The ETA is an estimate and not a guarantee. Lead time can be impacted by external factors such as freight delays, unstable weather, global pandemics, and other unforeseen circumstances.
4. What are the payment modes?
Payment can be made via paynow, ibanking, credit card (subject to 5% service fee, for credit card payments only). We do not accept cash on delivery.
5. What are the payment terms?
We require full payment upon order placement, unless otherwise agreed.
6. Can I cancel my order?
Order cancellation can be done within 12 hours of order placement date or payment. As it is our responsibility to ensure that your order is processed, packed, and delivered to you in the shortest turnaround time, orders placed after 12 hours will not be allowed for cancellation.
7. Is there warranty for my item/s?
We provide 12-month warranty for all products. The warranty covers manufacturer defects only. The warranty will be void whereby installation of item(s) is not engage/installed by One Happy Home.
8. What is your return/exchange policy?
We provide one-to-one exchange for major manufacturer defects, but do not provide exchange if an item is deemed to be unsuitable in terms of style/colour/theme. One Happy Home have the full discretion to decide whether the items are in a condition suitable for return and reserves the right to reject any returns if they are deemed unfit for return.
9. Can I customize my item?
Most items come in standard size, material, and colour. However, we do provide customization of specific products such as marble and solid wood coffee tables, dining tables, and sofas. Do check with our sales representatives on customization options.
10. How much does delivery cost?
The delivery fee depends on the total value of your items. Our sales representatives will inform you on the delivery and assembly fee for your order.
11. 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 14 days of your first order, we can combine the delivery and assembly charges provided the second order does not include large items such as bedframes or wardrobes. Delivery of your two orders will also be completed in one single trip.
12. My items haven't arrived yet, what can I do?
Please check the estimated dispatch time of each item on your order confirmation email/sms. As soon as your order has been dispatched we will send you a shipping confirmation email. If you do not receive any shipping confirmation or you cannot find any update on the tracking status, please contact our Customer Care Team via the Contact Us page.
13. I do not need delivery until 3 months later. Can you keep my item/s until further notice?
We do provide a 30 day warehousing services but will charge a warehousing fee from the 31st day onwards. Fee is dependent on the size of your item/s.
14. Can you dispose of my old furniture during delivery?
We are not approved for disposals and currently do not provide this service unfortunately.
15. What if I cannot receive my item according to the scheduled date provided?
Any change in delivery requested within 24 hours of the delivery may not be accepted, and delivery may be deferred to the next available date as provided by the company’s delivery vendor. After 2 unsuccessful attempts to deliver, the company may impose a transportation fee.
16. What if the item cannot fit into the lift?
Please note that it is the customer’s responsibility to highlight to our team on the accessibility of their entryway and home. If the item/s purchased is larger than 200cm in length/width/height, they will have to inform our team and we will assess if stairwell access is required. There is a fee of $20/storey imposed for large items such as sofas, TV consoles, and bookshelves. If the item cannot be delivered via lift or stairwell access, the company has full discretionary rights to provide a full refund for the item.
17. What if the item differs in colour/shape/size upon delivery?
Actual product will differ from illustrated photos due to photo enhancement, in terms of colour, shape, size, grains, texture, and other variances.
All solid wood and stone products use natural materials and variation in colour, texture and grain is to be expected. Grains, cracks, watermarks and knots are natural occurrences and not defects. The unique character of each wood slab / stone means that uniformity, tone or colour throughout the wood/stone surface cannot be guaranteed.
18. Can I request for a specific delivery date or timing?
The delivery date and window timing will be provided 1-10 days before your actual delivery date. As our delivery teams attend to different regions daily, we are unable to guarantee the date of your choice. We do not deliver at specific timings (e.g. 10am, after 7.30pm, etc).
19. Do you deliver on Saturdays and Sundays?
Home delivery is available from Mondays to Sundays, excluding Singapore public holidays. Please ensure someone is around to receive the order at the stated delivery address. Any unsuccessful delivery attempts will result in a re-delivery fee of $40.
The stated home delivery fee applies for home deliveries to lift-accessible floors. If our delivery crew is unable to deliver your parcel by due to reasons, including but not limited to, bulky parcel dimensions that cannot fit the lift; out-of-service lift upon arrival, we may opt to manually carry your parcel through non-hazardous means to your doorstep. Additional charges may be imposed for our delivery team as a result. There is no delivery available to remote or restricted areas.
In the event of any unforeseen circumstances (such as lorry breakdown, traffic accident, major traffic delays or severe weather) we reserve the right to cancel and/or reschedule the self-collection. We will not be responsible for any losses suffered or expenses incurred (direct or indirect, including loss of revenue, profits, anticipated savings, goodwill or business opportunity, for any injury to your reputation) due to a delay in delivery arising out of any cause beyond our control.
20. What if there is a delay in the delivery of my order?
In the case of delay due to unforeseen circumstances such as natural disasters, unfavourable weather conditions, or road conditions such as accidents, One Happy Home reserves the right to reschedule your delivery, subject to availability in our delivery schedule slots.
21. I need personal assistance with my order. Who can I contact?
Our Customer Care Team is happy to assist you with your order via the Contact Us page.
22. How can I contact you?
Contact our Customer Care Team via the Contact Us page.
23. Where is One Happy Home located?
Our Office address is:
One Happy Home Pte Ltd
73 Ubi Road 1 #08-54
Oxley Bizhub Singapore
408733
Please note that stock is not held or sold at our office.
