FREQUENTLY ASKED QUESTIONS
CAN I VIEW YOUR PRODUCTS IN PERSON?
DO YOU HAVE A SHOWROOM? CAN I BUY ITEMS FROM THE SHOWROOM?
Yes! Kindly refer here for our showroom info. We encourage you to book your appointment here so we can better prepare for your visit. Alternatively, you may place order directly in our showroom, our sales team will assist you with any questions you have.
SHOULD I MEASURE THE AREA I WOULD LIKE TO FURNISH BEFORE I PLACE AN ORDER?
We always encourage and recommend you to measure the space (i.e. any doorways or elevator) where your furniture will pass by to get to your preferred position. This will ensure that your furniture arrives safely at your home.
WHAT CURRENCY ARE YOU USING?
All prices stated are in MYR (Ringgit Malaysia) Currency.
WHAT PAYMENT MODES DO YOU ACCEPT?
We accept the following methods of payment: Credit Card (Visa, MasterCard), Cheque, Bank Transfer and Direct Bank In. All payments are charged in MYR (Ringgit Malaysia). Please note that full payment is required before delivery.
IS RETAIL PRICES IN-STORE BE THE SAME AS ONLINE?
We may offer products online at the same price at which it is offered in our showrooms/roadshows. However, in some cases, the prices will be different because the website and stores may choose to offer items at different prices. In-store prices may vary from store to store and also online due to different promotional events at different times. For this reason, prices and other promotional offers offered at our showrooms/roadshows may not be applied toward purchases from hupleehome.com.my. Similarly, prices and other promotional offers from hupleehome.com.my may not be applied toward purchases from Hup Lee's showrooms/roadshows. The final price is considered to be mutually agreed when placing order with us whether online or in our showrooms/roadshows.
CAN I CUSTOMISE A SOFA OR BEDFRAME USING DIFFERENT FABRICS/LEATHER?
Yes! Customisation options are available. You can choose from the wide range of options directly on the website. Alternatively, you are welcome to visit our showroomto check them out. Please note that all customisations are made specially for you, therefore we do not accept cancellation or return of these items.
HOW WILL MY ORDER BE DELIVERED?
We are working with our delivery team and delivery partner to make sure your delivery is safely packed and delivered to you! Once your order arrives in our warehouse, you will be contacted to arrange a suitable date and time to receive your order.
HOW MUCH DOES DELIVERY COST?
HOW LONG DOES IT TAKE FOR MY ITEM TO ARRIVE?
We have a range of lead times, depending on the product(s) you order. You can see the product lead times on each product page. If you have any questions regarding product lead time, please contact us for more enquiries!
WHAT ARE YOUR DELIVERY TIME SLOTS LIKE?
We deliver from Mondays to Saturdays except public holidays at the following time slots: (10am - 1pm, 1pm - 4pm, 4pm - 7pm and 7pm - 10pm). You’ll be given a four-hour delivery slot and our delivery team will call you before delivery to let you know they’re on their way.
WHAT IF I AM NOT AVAILABLE DURING WORKING HOURS / DURING THE APPOINTED DELIVERY SLOT?
If you are not able to be home during the delivery window, you can authorise someone to receive the goods on your behalf. You just need to ensure that the authorised person checks the condition of the delivered item and premises before signing off on the delivery order. Should there be any issues, it will need to be reported to the delivery team and noted down on the delivery order that will be returned to us. We will not accept any discrepancies reported after the delivery and after the delivery order has been signed clean.
HOW DO I TRACK MY ORDER?
You can email us at email@example.com to check on the status of the order.
I RECEIVED THE WRONG ORDER, CAN YOU HELP?
We’re very sorry your received the wrong order, please email us at firstname.lastname@example.org and provide your sales order number, a detailed description of what it is you ordered and what was wrongly sent. We will reply you within 72 business hours.
CAN I SPECIFY A DELIVERY DATE?
We do not deliver based on specific dates, but you will be contacted when your products are ready to be delivered. You can request to choose a suitable delivery date and delivery time slot.
IF I RECEIVE A DEFECT PRODUCT, HOW DO I SUBMIT A CLAIM?
If I receive a defect product, how do I submit a claim? We’re very sorry your product arrived damaged, we take quality control seriously and are continuously trying to improve our product and packaging quality. In order to help us assess the situation, we require that you provide a detailed description of fault and photos (or video, where appropriate) showing the damage or fault and we can proceed from there. . Please email us at email@example.com. We will reply you within 72 business hours.
WHAT IF I DON'T LIKE THE ITEM I RECEIVED, CAN I REQUEST FOR A REFUND?
For all the details about our return policy, you can visit the page here .
IS THERE WARRANTY FOR THE PRODUCT I BUY AND WHAT DOES IT COVER?
Warranty period differs with each product. You may see the warranty available on each product page. This warranty covers the replacement or repair of any product that has a manufacturing or material defect that is not the result of normal wear and tear, or a natural characteristic of the material used. This warranty is not transferable. Warranty does not apply to goods that have been altered by the user in any way.
HOW DO I CLAIM MY WARRANTY?
Please email us at firstname.lastname@example.org and provide a detailed description of fault and photos (or video, where appropriate) showing the damage or fault. We will reply you within 72 business hours.