Frequently Asked Questions

ORDERS

Will sales tax be applied to my order?

The price you see is the price you pay. All taxes are already included in every price listed on our website. No hidden fees, no surprises at checkout. The only exception, just so you're aware, would be any customs duties or import fees imposed by your local authorities (if applicable). We believe in being upfront and thoughtful with you, every step of the way.

I placed an order but didn't get an order confirmation. Have you received my order?

You will always get an order confirmation by email. If you cannot find it (not even in your spam folder), please contact our Customer Service team.

I have forgotten my password. What should I do?

If you have forgotten your password, you can request a new one through the reset link. A new password will be sent to the email address you provided during registration. For security reasons, we cannot send a new password to any other email address.

Can I place an order without a customer account?

Yes, you can place an order without creating a customer account. However, as a member of Friends of Nordic Happiness, you'll unlock exclusive discounts and rewards, including a site-wide 10% discount upon signing up. Registration is free and does not obligate you in any way. If you aren't a registered customer yet, simply sign up with the same email address you used when placing your order, and the order details will appear automatically on your newly created account.

How do I check my order status?

Once your order has been dispatched, you will receive an email containing a tracking number. You can use it to track your order on the courier's website.

How do I use a discount code or gift card?

Enter the code on the checkout page and click "Apply". If you have several gift cards, use them one at a time.

Can I change or cancel my order?

Of course – we understand that plans can change. If you need to edit or cancel your purchase, please reach out to our Customer Service team as soon as possible. We always do our best to ship orders quickly, so the sooner you let us know, the more likely we can make the adjustment. Once an order has already entered the shipping process, unfortunately we won't be able to change or cancel it. For full details, feel free to read our Returns Policy or simply contact us. We're here to help every step of the way.

Do you have a showroom?

Everything you need to know can be found on our website, www.homlly.shop. Explore product photos, customer reviews, specifications, and more. If you'd like to get in touch with our team, you can email us at hello@homlly.shop or WhatsApp us at +65 8189 7566 (Mon to Fri, 10 am to 6 pm, excluding Public Holidays). We operate purely online so that we don't have showroom overheads, and we pass those savings on to you.

How do I place an order on Homlly?

You're very welcome to register an account with us and place your order online at www.homlly.shop. Just browse to find the item you love, select your preferred size or colour, and click "Add to Cart". Once your virtual shopping cart looks just right, simply follow the step-by-step instructions on your screen to complete your order.

A few friendly notes on delivery:

• For larger furniture items, the price you see generally does not include delivery, as the cost depends on where you're receiving the item. After you place your order, we'll check the delivery fee and let you know the top-up amount for your approval. If it doesn't work for you, we'll issue a full refund.
• For smaller items, we usually arrange delivery within 2 business days after you order (depending on availability and your location), then pass the parcel to our courier.
• For all orders, you can pay easily online using your credit card.

How long do I have to wait before my order gets processed?

The answer depends a bit on the product and what we have on hand for you:

• In-stock items: We'll carefully pack and ship these within 2 working days. From there, delivery typically takes another 3–10 working days, depending on where you're located.
• Pre-order / Bulky / Made-to-order items: These are either crafted just for you or require special care in delivery, so please allow about 10–30 working days before they're handed over to the carrier.

All lead times are estimates. Sometimes things like shipping delays or weather are a little out of our control, but we'll always keep you updated along the way.

How can I request a quotation?

Thank you for considering Homlly for your corporate order! To help us offer the very best solution and quotation for your needs, please share the following details:

• Event Purpose – What's the occasion, and what kind of experience would you like to create?
• Quantity – Roughly how many pieces are you thinking of?
• Budget Parameters – Do you have a target range in mind?
• Customisation Needs – Will you need logo or artwork printing?
• Timeline – When would you like the items delivered?
• Additional Requirements – Anything else you'd like us to know?

For immediate assistance, reach out directly at hello@homlly.shop.

DELIVERY

How much is the delivery fee?

All rates below are per invoice, delivered to a single address in one trip.

• Free Delivery: Orders totalling at least USD $300 (excluding furniture or bulky items), delivered to a location easily accessible by elevator.
• Standard Delivery Fees: Typically between USD $8 and $30, depending on what's in your cart. Please refer to the Delivery Price Chart for details.
• Staircase Delivery (furniture only): An additional USD $20 per item for each subsequent storey without lift access. Staircase surcharges are non-refundable.
• No-Go Zones: We're unable to deliver to military zones, airports, government areas, and other restricted zones.

Can I choose my preferred delivery date/time?

While we'd love to offer exact time slots, courier schedules can be a bit unpredictable. Our courier will typically give you a call or send an SMS before attempting delivery. At that point, you're welcome to coordinate directly with them on a date and time that works best for you.

I need the products urgently. How can you assist me?

We totally understand that sometimes you just can't wait. If you need your items urgently, please reach out to us directly at hello@homlly.shop or via WhatsApp at (+65) 8189 7566. Let us know what you're looking for and when you need it by – we'll do our very best to speed things up for you.

How do I know if an item is in stock?

Most items you see are available and ready to ship unless you spot a "Pre-Order" notice. Just a friendly heads-up: even if an item is sitting in your shopping bag, it's still available to other customers until you complete your purchase. So if you've found something you truly adore, we'd recommend checking out sooner rather than later.

What is Pre-Order?

Pre-Order is our way of making sure you don't miss out on the items you love. When you see "Pre-Order", it simply means the item is currently out of stock. Once you place your order, we'll take care of everything and deliver it right to your door within the lead time shown.

Do your items come assembled?

Most of our items are packed flat to help reduce the risk of damage during transit. A bit of simple assembly will be needed on your end once your order arrives. We'll include a clear, easy-to-follow setup manual to guide you through it step by step.

PRODUCTS  &  POLICIES

Why are your products so affordable?

At Homlly, we work directly with our manufacturers. By cutting out the middlemen, we save on unnecessary costs and pass those savings straight to you. Working directly with our makers also allows us to keep a close eye on quality, stay on top of the latest design trends, and even offer customisation options you won't find elsewhere.

Are your products brand new?

Yes, the vast majority of our products are absolutely brand new, straight from our trusted manufacturing partners. From time to time, we also offer a very small selection of sample items under a category called "2nd Chance". These are clearly marked in the product title, with the condition explained in the description and photos, all at a discounted price.

What is the warranty provided?

All our products come with a 1-month warranty against manufacturer's defects. The warranty does not apply to damage caused by:

• Using detergents or harsh cleaning agents
• Burns, scratches, or watermarks
• Normal wear and tear from everyday use
• Any mishaps involving pets

Why is the item colour different from the actual product?

The colour you see on your screen might look slightly different from the actual product due to studio lighting, screen settings, or the natural beauty of the materials. For wooden and marble pieces, variations in grain, tone, and texture are part of what makes each piece truly one of a kind. If you're ever unsure about a shade or finish, just reach out before ordering.

Where are your items from?

At Homlly, we partner directly with some of the finest manufacturers across Asia. Because we work closely with these trusted factories and skip the middlemen, we're able to bring you pieces that are beautifully made, built to last, and priced with honesty and fairness.

SHIPPING

Where do you ship to?

Our dream is to reach as many of you as possible, no matter where you are. Shipping depends on available courier routes, local customs requirements, and overall timing and cost. Before you place your order, just reach out to us and we'll look into the options for your location.

Do you offer free shipping?

We offer free shipping for orders above USD $300, except for furniture, which is bulky and requires special attention.

When can I expect to receive my item?

• In-stock items: Packed and shipped within 2 working days. Delivery typically takes another 3–10 working days.
• Pre-order / Bulky / Made-to-order items: Please allow about 10–30 working days before they're handed over to the carrier. We will inform you of the expected delivery lead time.

All lead times are estimates. We'll always keep you updated along the way.

What if there is a delay?

We never want to keep you waiting. But sometimes unexpected weather, road disruptions, or other rare events beyond our control can cause delays. If a delay does happen, we'll always let you know as soon as we can. We truly appreciate your patience and understanding.

How are shipping costs calculated?

Your shipping cost depends on your location, parcel weight, and size. We have a shipping price chart for reference, which applies to most orders except bulky items like furniture. Shipping fees are set by our third-party carriers — we don't mark them up or earn anything from shipping.

What should I do when receiving my delivery?

Please check the packaging of your item(s) upon delivery for external damages before signing the proof of delivery. If you detect any damage such as dirt, moisture, or cuts, ask the driver to log an initial complaint. If the item has been damaged during transport, please file a freight claim within three days of receiving the order. We recommend that you receive your parcel personally.

What should I do if I receive a defective product?

If the product you receive arrives defective or damaged during transit, please take clear photos of both the packaging and the product itself, and send them to us along with a brief description within three days of receiving your order. Please also hold onto the damaged shipping packaging. Our Customer Service team will reach out to you as quickly as possible.

Which items are restricted from shipping?

We cannot ship the following:

• Hazardous materials
• Batteries (loose lithium)
• Flammable items
• Perishables
• Weapons / replicas
• Counterfeit goods

Shipping Zones & Rates

FREE shipping on orders above USD $300.

Important Notes:

• Remote Area Surcharges: DHL/FedEx may charge $15–$50 for remote locations. We'll notify you before charging extra.
• Fuel Surcharges: Express carriers apply fuel surcharges (5–15%). These are already included in the quoted rates but are subject to change based on oil prices.
• Third-Party Forwarding: We are not responsible for orders shipped to a third-party forwarding service.
• Peak Season Delays: Chinese New Year (Jan–Feb): +5–10 days | Singles Day (Nov 11): +3–7 days | Christmas (Dec): +5–10 days | Summer holidays (Jul–Aug): +2–5 days.
• Processing Time: It usually takes about 1–3 business days to pack and ship your order unless stated as Pre-Order.
  
  

RETURNS  &  CLAIMS

What if I realise I don't absolutely love my order after receiving it?

We offer a 30-day, no-reason return and refund service. If you change your mind, simply email us within 30 days of receiving your item.

A few gentle notes to keep in mind:

• Please return items in as-new condition – no scratches, stains, signs of use, or modifications.
• Items must be sent back in their original packaging (or something equally protective).
• The following aren't eligible for return: 2nd Chance items, display pieces, clearance items, promotional sale items, and anything made-to-order, pre-ordered, or customised.
• A 20% restocking fee and a $30 collection fee will be deducted from your refund.
• All refunds are issued as store credit, sent to the email address used when placing your order.

What should I do if I receive a defective or damaged product?

Take photos of both the packaging and the product. Send the photos and a detailed description to us via the claim form within three days of receiving the order. Our Customer Service team will contact you as soon as possible. Always save the damaged shipping packaging.

Which products are non-returnable?

• Sofas, chairs, and tables: We're unable to accept returns or refunds unless the product received is different from what's stated on your invoice.
• Customised orders: Returns aren't accepted unless the product received differs from what's stated on your invoice.
• Textile and hygiene products (bean bag chairs, towels, bedding, rugs): Only accepted if handled with great care and unused.
• Travertine, wood, marble, and stone furniture: No exchanges based on differences in veining or colour, as these are natural material variations.

How should I package my return?

The item must be unused and in the condition you received it. Please ensure all parts, original packaging, and the manual are included. Pack the item in its original or an equivalent shipping box. Tips:

• Fragile items: Use extra cushion material and label the box as "fragile" if possible.
• Packaging: Use a high-quality cardboard box. The item should not touch the box's walls.
• Sealing: Use good clear tape and seal all seams.

What happens to campaign codes, gift cards, and complimentary items if I return my order?

In case of a return, the discount or gift card will be reduced or cancelled if the total value of the order falls under the minimum value of the campaign. Complimentary items must also be returned if the order no longer meets the promotion terms.

How do I exchange a product?

The easiest and fastest way to exchange a product: initiate the return on your Account, then simply order a new product from our online store. Once the returned product is received, we will process it and issue a refund according to your payment method.

What if I received the wrong product?

If we have sent you the wrong product, please contact Customer Service immediately. We will address the issue as soon as possible, and you will receive a replacement product as quickly as possible.

How do refunds work?

We will make the refund within 14 days of receiving the returned product at our warehouse. The price of returned products is always reimbursed according to the payment method used for the order.

We do not accept returned products if:

• We detect defects in the product or its packaging after receiving it.
• Animal fur, hair, or stains are found on the returned product.

What if I ordered by invoice and want to return the product?

Please ensure that you make the payment by the due date as usual. Once we have received the return, we will issue a refund if the return can be accepted according to our terms. Any reminder fees will be the responsibility of the customer if the invoice has not been paid by the due date.

PAYMENT METHODS

What is your UEN / GST / Company Registration Number?

Our UEN / GST registration / Company registration number is: 201131873R

What currency is used for payments?

When you visit our site, prices will automatically be shown in your local currency based on your IP address. You're also welcome to manually switch to a currency you prefer at any time. Our base transaction currency is USD, so you may notice a small difference in the final amount due to real-time exchange rates.

What methods of payment do you accept?

You can make payment via the following methods:

• Credit/Debit Cards – MasterCard, Visa, and American Express
• PayPal

What is a security code / card verification number / CVC?

• MasterCard / Visa: The last 3-digit code on the back of your card, next to your signature.
• American Express: The 4-digit code on the front of your card, above the end of your card number.

Why was my credit/debit card declined?

There are a few common reasons this can happen, like a small typo in your card number, expiration date, or security code. Double-check those details first. If everything looks correct, the best next step is to reach out to your bank or card issuer directly. Please don't hesitate to let us know if there's anything else we can do on our end.

Is my payment secure?

Absolutely. All online card transactions are securely handled by trusted third-party payment gateways, such as Shopify Payments. Homlly does not store or process your credit or debit card details on our servers. You can shop with complete confidence knowing your sensitive information is protected by industry-standard encryption.

DATA PRIVACY

How can I delete my account?

If you'd like to delete your account, send us an email at hello@homlly.shop from the email address linked to your account. Simply let us know that you'd like to request account deletion. We'll complete your request within 30 days. For security, we'll need to verify that you're the account owner, so please send the request from the same email address you used to create your account.

Why is the Privacy Policy important?

Your privacy matters to us. Our Privacy Policy explains how we collect and use your information online, and the choices you have over how your data is handled. If you have any questions, please reach out to our Data Protection Officer at hello@homlly.shop.

Do you keep my credit/debit card details?

Homlly does not store or process your credit or debit card details. All online card transactions are securely handled by trusted third-party payment gateways, such as Shopify Payments. Your sensitive information never touches our servers.

Will my personal details be released or sold to third parties?

Homlly does not sell your personal data. Any information you share with us is used only to deliver the service you've requested — processing your order, keeping you updated, and making sure everything arrives just right. We may share your details with trusted employees, delivery partners, or distributors, but only as necessary to fulfil your order. For a closer look at how we handle your information, please read our full Privacy Policy.