Frequently Asked Questions ( Faqs )

How do I save money when I purchase at SSFHOME.com?

You can save money by choosing self-collect at SSF showroom. Delivery fee will be waived if you choose to self-collect the product(s) at SSF showroom.

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 24 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 +603-6140 2020

Our Headquarter Operating hours are as follows:
Monday – Friday: 9am – 6pm
Saturday, Sunday and public holidays: Closed

Where is the location for self-collection?

You can choose your preferred showroom in the list given during your purchase; we have appointed several showrooms for customer convenience.

What are the operating hours?

The self-collection service is available: Monday – Sunday 11am-8pm

When can I collect my order?

You will receive a message from us when your order is ready. We will email you to inform you the date of collection.

How can we contact SSF?

You can contact our customer service over the phone at +603-6140 2020 from Monday to Friday between 9am to 6pm or by email to customer@ssf.com.my.

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.

Can I place an order over the phone?

Unfortunately, we are unable to accept orders via phone.

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 +603-6140 2020 or drop us an email via customer@ssf.com.my if you encounter this issue.

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 +603-6140 2020 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 14-20 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 does my order state available, and then find out I have to wait extra days for delivery?

We sell some item we do not stock, but available to order. This is indicated on the part itself, just under the price of the product. Please be aware, if your order consists of out of stock products, we will send out what we have in stock and the rest as soon as we get it (except international deliveries).

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

Can I pay for a Click&Collect order online?

No, currently we only offer the service to collect and pay in store.

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. Customer need to submit the requisition via “Contact Us” and fill the “Feedback” column. All requisition of returns must be done within 7 days from the date of goods received. Please note that returns policy does not apply to promotional items and textile products such as towel, bed sheet, comforter and etc.

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.
Refunds process will take 14-20 working days.
Alternatively, if you wish to receive an online voucher as a form of refund, you may request it from any of our friendly customer relations officers. An online voucher will be processed immediately for you!

What are the conditions for returns?

Returns must be done within 7 days from the date of purchase.
Please note that returns policy does not apply to promotional items and to textile products (towel, bed sheet, and comforter).
Kindly place items in their original packaging, unused, unassembled and with labels intact and with all accessories. All products must be returned in good condition.
We are not able to refund items that do not meet these criteria.

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.
Please give us a call +603-6140 2020 or drop us an email via customer@ssf.com.my and we will resolve your issue immediately.

Where does SSF ship to?

SSF only ships to addresses within Peninsular 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?

You will be informed when we ship your order from our warehouse and will also be provided with a tracking number.
For shipping or courier service, it will take 3 weeks for to reach your doorstep.

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. Deliveries are handled between 9.00AM to 6.00PM from Monday to Friday.

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.