SHIPPING & DELIVERY
DELIVERY ADDRESS AVAILABILITY
Orders made on EsseHome Official Online Store can only be delivered to street addresses in Semenanjung Malaysia.
We do not deliver to P.O Box address, Sabah, Sarawak, Labuan, and international address at this moment.
DELIVERY DETAILS
Please recheck your order details before confirming the order as we are unable to amend any orders after it is placed. We are only able to deliver to one delivery address per order. If you would like to deliver to multiple addresses, kindly place your order separately for each unique address. Besides, we deliver our orders using our standard packaging materials and do not cater to any special packaging at this moment.
DELIVERY OF PARCELS
Contact will be made to customers for delivery arrangements. Kindly ensure phone number can be contacted to avoid delay delivery.
Premise with levels such as condos/apartment/flat, delivery only until Ground Floor. Driver may request for additional service charge if you request for upstairs service.
At the time of delivery, you may be required to validate the delivery of the product by signing-off with the delivery person. Please ensure the packaging is not damaged or seal not opened before you sign for received products. Please check the content of the parcel if you found the seal is broken and you may refuse to sign for received products.
We strongly encouraged you to record an unboxing video as proof in case of any claim is required.
BOUNCED PARCELS
Should the order be unable to be delivered to you successfully after a few attempts, your order may be disposed of after a stipulated time of one month. In this case, no refund will be provided.
The cost of re-delivery will be borne by the customer. We will bear the cost of re-delivery if it is deemed as an error on our part.
DELIVERY TIME
Heavy and big parcel such as furniture are a challenge to arrange for delivery.
We strive to deliver your purchased products in the shortest time possible. All orders will be processed as soon as the transaction is confirmed. All orders are dispatched and delivered by our designated driver or courier, Monday-Friday, excluding weekends and public holidays.
Our couriers are J&T Cargo, City-Link, LineClear, Best Express and our own fleets of lorry.
Confirmed orders will be dispatched from our warehouse within 1-3 business day(s) if they are placed within Monday - Friday, excluding public holidays.
Orders placed on Friday after 10am and over the weekend will be processed on the following Monday.
Delivery Time is as follows:
Peninsular Malaysia: 3-10 working days for your order to arrive.
* Delivery to rural or remote areas may take an additional 1-2 weeks *
* The delivery time stated above is subject to service provided by our designated courier and we will not be liable for any delays on the courier's end*
During peak sale or promotional periods, our delivery may take slightly longer than the usual lead time due to heavy surges in online orders. It is advised to place your order 2 weeks in advance for festival periods.
For heavy and big parcels, there are limit on how many and how heavy a lorry and driver can carry in one trip. Please allow time for courier and our driver to deliver your order to you safely.
NON-STANDARD SHIPPING
Non-standard shipping rate apply for some area which normal courier do not cover for delivery of heavy and big parcels.
The area include:
Langkawi, Cameron Highlands, Genting Highlands, Jerantut, Muadzham Shah, Kratong, Jengka, Rompin, Bandar Tun Abdul Razak, Fraser Hills, Dabong and some Felda areas.
These areas will subject to an additional fee per shipment.
HOW TO TRACK YOUR ORDER
Please locate your tracking number from the delivery confirmation email or by logging into your user account. Alternately, you can contact our customer service at +6018-257 3121.
Please allow for 1-2 days after you receive the delivery confirmation email for the system to reflect the status of your delivery order.
If there is a delay, it will be indicated on your designated carrier’s website. In the circumstances in which you have not seen a status update of your delivery after a week since receiving the confirmation email, please contact our customer service for further assistance.
CANCELLATION OF ORDER
Order not yet processed are eligible for cancellation, and you won't be charged any additional fees.
For order already processed, we may deduct an amount of service fee.
Kindly reach us via WhatsApp (+6018-257 3121) or email (support@essehome.com.my) to request for cancellation.
We will process the request and initiate refund as soon as possible.