Frequently Asked Questions ( Faqs )

Do I need to register when purchasing from SSFHOME.com?

Yes, you need to register an account when purchase from SSFHOME.com. This will enable you to keep track your order status whenever you log in to your account. We will keep your personal information private and ensure it is safe. You can either register for an account before or upon checking out your order.

How to register as a member?

Click on “Register” on the top of our website. Key in required details and click “Submit”

Do you have a store?

We have 42 showrooms in Malaysia. You can refer to showroom location –> Click Here

How do I contact SSF?

If you require any help with our products or services, feel free to contact us via the following channels:

Email:
Send us your enquiry to customer@ssf.com.my.
Our friendly customer relations officers will get back to you within 48 working hours.

Phone:
Please contact our headquarter at +6016-2999111

Does placing an item(s) into my shopping basket 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 refunds to be processed.

Can I amend my order after checking out?

All orders are deemed confirmed and final upon checkout.
So it’s always best to ensure that everything is checked and correct prior to placing your order.

How do I search for item(s) on your website?

Simply key in the product’s name or description in our search bar and press Enter!
Alternatively, if you already know the item’s reference number, simply key it into the search bar.
You may also browse our items via category provided in the navigation bar.

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.

What are the payment methods accepted by SSF?

We accept the following payment methods:

i. Debit cards
ii. Credit cards
iii. Online Transfer

I have proceeded to the payment but my order status is “Payment Error”. What do I do?

Please give us a call +616-2999111 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 you an online voucher for you to re-order your items without making another payment.
If payment transaction was unsuccessful, we will ask 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.

Why am I missing an item in my delivery?

There could be a number of reasons why an item is missing in your delivery: The item is temporarily out of stock Does your invoice have TO FOLLOW written where the part number should be (shows where the part number should be on an invoice)? Then we are currently out of stock of the product, and will be sending this part out to you on a priority. The item was dispatched separately The item could have been dispatched separately due to the extra care and attention which is required. The item was classed as a dangerous good Dangerous goods may be handled separately, due to the delicate nature of the product.

Can I have an update on my order status?

You can get an update on your order status by checking your order in your My Account section. You will need to [sign in] to access this area

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 a new password online.

Can I get an exchange?

All returns must be approving by from SSFHOME.com department before proceeding to the next step.

Submit return requisition in ssfhome.com “Contact Us”.

Fill-in our Online Return Form and our Customer Service Team to 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 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 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.

Product damaged or incorrect products must show as a picture in Online Return Form.

In the unlikely occurrence of a wrong product or damaged products being delivered, kindly contact our customer service team within 48hours and a replacement will be shipped to you.

 

Return Eligibility

Please ensure that your products meet all of the following returnable conditions:

  • The product must not have been used or assembled.
  • The product must be in new condition and returned in the original packaging along with all original accessories (including manuals & labels)
  • 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.
  • All returns must be approved by SSFHOME.COM before proceeding with the following step.
  • The return or exchange of a purchased product must be reported within 48-hours from the date of receiving the product.
  • SSF physical showroom will not accepted any returned/damaged//exchange online product(s).
  • SSF reserves the right to reject any returns if the product does not meet all of the above conditions and if it’s 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 apologies for the error.

  1. Submit return requisition in ssfhome.com “Contact Us”.
  2. Fill-in our Online Return Form and our Customer Service Team to get back to you within 48-hours with the best available timing for us to pick-up the product.  
  3. Please be reminded that returned products that do not meet the Return Eligibility conditions will be rejected.

Where does SSF ship to?

SSF only ships to addresses within Kuala Lumpur & Selangor Area. 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?

You will be informed when we ship your order from our warehouse.

Your purchased product(s) normally will take 7-working days to reach. However, please allow some delays for bulky furniture.

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?

You need to register an account first before your order to allow you to track the status. You can track your order status at “My Account”. An email confirmation also will be sent out once your order has been shipped out.