Frequently Asked Questions (FAQs)
General questions
Do I need to register when purchasing from SSFHOME.com?
No. You can purchase without registering an account. However, we highly encourage you to register an account when purchasing from SSFHOME.com. This will enable you to add products to wishlist and save your purchase history. We will keep your personal information private and ensure it is safe.
How to register as a member?
You can register at your nearest SSFHOME outlets. We have more than 40 outlets in Malaysia. Find our nearest outlets here.
Where is SSFHOME outlet located?
We have more than 40 outlets in Malaysia. Find our nearest outlets here.
How do I contact SSFHOME?
If you require any help with our products or services, feel free to contact us via the following channels:
Phone Call:
03 - 8605 3643
03 - 5569 9838
Monday - Friday (except public holidays):
9am to 6pm
Lunch hour: 1pm to 2pm
How to Place an Order
Does placing an item(s) into my shopping cart secure my order?
Your order is only secured after you have made payment and received the payment invoice.
What happens if my order has an out of stock item and why did this happen?
Although we try our best to maintain 100% accuracy with inventory,
there are rare occasions where we experience an inventory error.
Out of stock item(s) will be cancelled from your order. The remainder of your order will be
shipped and you will be refunded for the cancelled item(s). Please allow 14-20 working days
for the refund to be processed.
Can I amend my order after checking out?
All orders are deemed confirmed and final upon checkout. So itâs always best to ensure that everything is checked and correct prior to placing your order.
What do different order statuses mean?
| Status | Meaning |
|---|---|
| Payment accepted | Placed order successfully. You should receive this confirmation within minutes after placing your order. |
| Preparation in progress | Our logistics teams are busy packing your order. |
| Shipped | Your order has been shipped from our warehouse and is on the way to you. |
| Ready for collection | Your order is now at showroom and you may go to collect during business hours. |
| Collected | You have collected your order. |
Payment
What are the payment methods accepted by SSFHOME.com?
We accept the following payment methods:
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Debit cards
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Credit cards
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eWallet:
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Touch ân Go
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Boost
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MCash
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GrabPay
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ShopeePay
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SpayLater
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MAE by Maybank2u
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Online Transfer
*We accept only credit/debit card issued by Bank in Malaysia.
I have proceeded to the payment but my order status is âPayment Errorâ. What do I do?
Please give us a call 03-86053643 / 03-55699838 or drop us an email
via customer@ssf.com.my if you encounter this issue. You also can live chat which us.
If payment transaction was successful, we will issue an online voucher for you to re-order
your items without making another payment.
If payment transaction was unsuccessful, we will advice you to re-order your items and make
payment. Be assured, there will not be a duplicate payment.
I have made duplicate payments. Will I be refunded?
Please give us a call +6016-2999111 or drop us an email via customer@ssf.com.my if you encounter this issue. We will check the transactions with our finance team and proceed to a refund/credit if duplicate payments are found. Please allow 10-14 working days for refunds to be processed back to your card.
Is it possible to change the address/cancel or amend my order?
Due to the high volume of orders we receive, we have an automatic invoicing system. For any changes to your order, please call us immediately after placing the order. We can attempt to stop or amend your order with our dispatch team, if it is not possible, we will advise you on the next steps.
What are the payment methods accepted by SSFHOME.com?
There could be a number of reasons why an item is missing in your delivery:
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The item is temporarily out of stock. It will be delivered as soon as possible when it is back in stock.
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The item could / was dispatched separately due to the extra care and attention which is required.
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The item was classed as a dangerous good. Dangerous goods may be handled separately, due to the delicate nature of the product.
I have a new email address, and I am unable to reset my password. How do I change my password?
We are able to change the email address for you, provided you are able to answer some security questions. We take data privacy very seriously and need to verify who you are. After your email address is validated and changed, you can request for a new password online.
Refunds and Returns
Can I get an exchange?
All returns must be approved by SSFHOME.com department before
proceeding to the next step.
Submit return requisition in ssfhome.com âContact Usâ.
Fill-in our Online Return Form and our Customer Service Team will get back to you within
48-hours with the best available timing for us to pick-up the product.
Please be reminded that returned products that do not meet the Return Eligibility conditions
will be rejected.
How will I be refunded and how long will it take?
Refunds will be processed and credited back into the card or eWallet
that was used to make payment.
After the product is returned to our warehouse, your refund will be processed and you will
be acknowledged. Please note that it will take within 10-14 working days for the process to
take place.
What are the conditions for returns?
If your product arrived damaged or you received the incorrect product, we are happy to arrange
for a prompt replacement. Request for a replacement by filling in our Online Return Form.
Damaged or incorrect products must be shown as a picture in the Online Return Form.
In the unlikely occurrence of a wrong or damaged product(s) being delivered, kindly contact our
customer service team within 48 hours and a replacement will be shipped to you.
Return Eligibility
Please ensure that your products meet all of the following returnable conditions:
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The product must not have been used or assembled.
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The product must be in new condition and returned in the original packaging along with all original accessories (including manuals & labels)
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Any gift / premium product received shall be returned upon returning the purchased product. If not, the customer needs to pay for the value of the gift/premium product.
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All returns must be approved by SSFHOME.COM before proceeding with the following step.
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The return or exchange of a purchased product must be reported within 48-hours from the date of receiving the product.
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SSFHOME outlet will not accept any returned/damaged//exchange online product(s).
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SSFHOME reserves the right to reject any returns if the product does not meet all of the above conditions and if itâs no longer in an acceptable condition due to wear and tear, misuse, abnormal usage, etc.
Non-exchangeable and Non-returnable products include:
Pillows, Bolster, Cushion Covers & Inserts, Bedding Covers, Towels, Mats, Bathroom Accessories and other hygiene related products.
I have received a wrong or defect item. What do I do?
If you have received an incorrect product, we sincerely apologise for
the error.
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Submit return requisition in ssfhome.com âContact Usâ.
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Our Customer Service Team will get back to you within 2 working days.
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Please be reminded that returned products that do not meet the Return Eligibility conditions will be rejected.
Refunds and Returns
Where does SSFHOME ship to?
SSFHOME only ships to addresses within West Malaysia. As we are not able to deliver overseas, please make sure you order from the correct website and indicate a correct delivery address.
How will my order be shipped to me and what is the estimated delivery time?
- Your order will be shipped by using either Parcel Delivery or Truck Delivery, as determined by our system.
- Please allow 3 to 5 business days (excluding weekends and public holidays) for order processing. Deliveries will be scheduled according to the order status and subject to the availability of delivery slots.
- For truck delivery outside Klang Valley, your order will be processed and shipped from our warehouse within 14 business days.
| DESTINATION | ORDER PROCESSING TIME | TRANSIT TIME |
|---|---|---|
| Peninsular Malaysia | 3 to 5 business days | |
| Within Klang Valley | 3 to 5 business days | Subject to delivery slot availability |
| Outside Klang Valley | 10 to 14 business days | |
| Please be aware that delivery timeline may take a little longer during peak seasons, promotional periods, or in the event of unforeseen circumstances. | ||
Can I request a specific delivery time?
As deliveries are handled by a third party courier company, we are unable to provide specific delivery timing.
How can I track the status of my order?
Kindly contact us to get the tracking information of your order:
- Email: customer@ssf.com.my
- Phone: 03-86053643 / 03-61402020