FAQ

Do you price match?

At this time, we do not price match.

Can I order by telephone?

At this time, we cannot take orders over the phone. Please shop our online store or shop a Homestore near you. Click here for Store Locator.

What forms of payment are accepted?

We accept Visa®, MasterCard® and American Express® cards. Only one credit card will be accepted per order as we are unable to process an order on two separate credit cards.

When is my credit card charged when I make a purchase online?

For home delivery purchases, the credit card is charged on the day of your purchase.

What is the CVN or the Credit Card Verification Number?

This number printed on your card provides a security feature for purchases made using your credit card. For Visa, MasterCard and Discover Card, it is the last three digits printed on the back of the card.
 
For American Express, it is the four digits printed above the account number on the front of the card. It generally appears to the right of your credit card number.

What internet browser do I need to shop online?

If you are using an older browser to navigate our site, your online shopping experience may not go smoothly. To help resolve difficulties while shopping or ordering, download the current version of any of the following recommended browser websites. Updating your browser with the latest version enhances website speed and functionality, as well as increases security and virus protection.
  • Apple Safari
  • Google Chrome
  • Microsoft Internet Explorer 11+
  • Mozilla Firefox

What is your Privacy Policy?

Review our Privacy Policy.

Can I finance my online order?

No.

Do you have financing plans?

No.

Do you offer installments?

Yes, we offer installment plans through Atome for online purchases, allowing you to split payments into three interest-free installments.

How do I know you've received my order?

You will receive an email with your order confirmation(s) after your order has been placed. Please review this email and contact customer care at +60 16-288 8450 if anything requires correction.

How do I check the status of my online order?

Your order is ready for online status-tracking shortly (15 minutes approx.) after it is placed! If you have created an Jackhan Furniture Sdn Bhd account when placing the order, go online and log into My Account, then click on Order History.
 
Guest order tracking is also available on line; navigate your mouse to my account at the top of the page, click order status, and then enter in your confirmation number, your email and your billing post code, under the area of unregistered customer order status. (To find your confirmation number check the email we sent you when your order was placed on line.)
 
If you checked out as a guest, please call Customer Care at +60 16-288 8450, Monday to Saturday: 9.00am to 6.00pm and we will be happy to assist. Have your confirmation number, email, and billing post code to use this service (confirmation number is located within your emailed order confirmation.)

Can I make changes or cancel my online order?

No. Please call Customer Care at +60 16-288 8450 for assistance.

How do I know my items are available immediately?

After you place items in the shopping cart for delivery, product availability will appear along with an estimated delivery time period.

How do I order a gift?

Gift wrap and gift enclosures are unavailable at this time. However, you can send your purchase to an address other than your own. At checkout, you will be given the option of entering a billing address and a delivery address. Shipping and delivery email notifications will be sent to both the billing and delivery email addresses. Order confirmation and invoice notifications will be sent only to the billing email address(s).

Do you sell gift cards?

No.

How do I update my online account information?

  1. Click on My Account icon located in the upper right hand corner of this page.
  2. Click on the Login button displayed in the drop down menu.
  3. Enter your account email and password and click the Login button.
  4. Now that you are signed into your account, click on Edit Profile located under the My Account menu located on the left side of the page.
  5. On this page, you will be able to edit your Name, Email, and Address you may have saved within your account.
  6. To change your password, click on Edit Password located under the My Account menu located on the left side of the page.
  7. Other options under the My Account menu include viewing your Order History, viewing and modifying your Address Book, Help & Support, and managing your Wishlists.

Do I have to setup an online account to make a purchase?

Guest checkout is available, so it is not necessary for you to set up an account. It is highly recommended that you create an account to make checkout, order tracking and warranty service easier in the future.

Why may prices online vary from the price at my local store?

Jackhan Furniture Sdn Bhd are independently owned and operated and each location is free to set their own prices.

Are all Jackhan Furniture Sdn Bhd products available online?

We showcase an incredible assortment of furniture, mattresses and decorative accessories on our website; those available for purchase will vary. Our online assortment is continuously expanding, check back regularly for new items. In addition, unique items continue to arrive at your Jackhan Furniture Sdn Bhd. Click here for Store Locator

Can I order catalog products online?

Not all catalog items are available to purchase online. To check availability online, find the item number that corresponds to the catalog product. Enter the number in the search box at the top of any page. Next, click the check price button, if the item is available for purchasing online, simply add it to your cart. If it is only available in-store, you can visit or contact a store about product availability. Click here for Store Locator

How will my order arrive?

You will receive your order via In-Home Delivery.
 
After you place your order, you will be contacted (typically within two business days) to schedule home delivery. Please arrange for an adult to be present when the truck arrives. We understand timing is important, so if you need to reschedule the date, contact the delivery provider as soon as possible at the phone number listed in your order confirmation. We request a 48-hour notice if you want to reschedule or cancel delivery.

How do I know when my items are arriving?

In-Home Delivery orders: typically around two business days after purchase, the delivery service will contact you and schedule a delivery time at your convenience. They will also call you the day before delivery to further confirm the delivery time and date.

Is rush delivery available?

Yes, please contact Customer Care at +60 16-288 8450, Monday to Saturday: 9.00am to 6.00pm.

Can orders be shipped to a P.O. Box?

Due to the size of our items, P.O. Box delivery is not available.

What if I receive a wrong order or item?

If incorrect items are delivered or your order is incomplete, contact us and we will make it right. Please contact Customer Care at +60 16-288 8450, Monday to Saturday: 9.00am to 6.00pm.

What if I receive an incomplete order?

Please contact Customer Care at +60 16-288 8450, Monday through Sunday, 9 a.m. to 6 p.m.

Why am I receiving the order in separate boxes?

Depending on the size of your order and availability, it is common for items to arrive separately and via different methods of delivery. To find out when your items are scheduled for delivery, please contact Customer Care at +60 16-288 8450, Monday to Saturday: 9.00am to 6.00pm.

How do I measure for fit & ease of delivery?

To avoid delivery day disappointments, measure the area you plan to place your new furniture in, as well as the furniture you have selected to purchase, before placing your order. Also, measure any doorways (height and width) through which the furniture must pass to get to its final position in your home. Identify any delivery obstacles - is there enough ceiling clearance? Will the furniture clear the stairway or elevator? Can the piece be maneuvered around any right angles? Because of our commitment to providing you with outstanding customer service, as safely and efficiently as possible, delivery personnel are unable to hoist furniture or carry furniture up more than 3 flights of stairs. An elevator must be available for deliveries to the 4th floor and above.

How should I prepare for delivery day?

In preparation for your delivery, remove pictures, accessories, etc. from the walls to prevent damage. Also, ensure that the area where you would like your furniture placed is free and clear of any items that may obstruct the passageway. Please secure your pets, furniture pieces can be large and heavy and we do not want anything to happen by accident. The delivery team will place the furniture in your room of choice. Our delivery teams are not permitted to move your existing furniture, electronics, or other household belongings and cannot set up lamps, hang pictures or mirrors on walls, or make electrical connections for entertainment units.

Can the delivery team take away my existing furniture?

Unfortunately, we cannot.

How can I check the delivery status of my purchase?

Online Purchases
After completing your online order, we sent an email to you confirming the purchase and method(s) of delivery.
 
In-Home Delivery
The emailed confirmation you received after placing your order contains who to call for questions concerning delivery. You can track the delivery status by clicking here.

What is your online return policy?

Many quality steps are taken to ensure your products arrive to you in excellent condition. It is very important you inspect the purchase upon arrival. If any damage has occurred, call Customer Care at +60 16-288 8450, Monday to Saturday: 9.00am to 6.00pm.
 
Our return policy is as follows:

In-Home Delivery Items
You have 48 hours after a Home Delivery to report if an item is delivered damaged or defective. Call the phone number on your emailed order confirmation and we will work with you to repair, replace or pick up the item for a return.
 
Return Requirements
Goods sold-out in return for cash is strictly forbidden. In fact, 30% of the total item value will be charged to the customer who insists to change or return the sold item without any stated cause.
 
Mattresses
Strictly no returns once the plastic cover is opened.