FAQ

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Hardware ORdering Made Easy with Horme Hardware. With over 80,000 SKUs already available in the webstore, you can easily solve your hardware needs.
We also work with other local brand distributors to give our customers the most extensive home improvement product range.
Ordering hardware has been made even easier now with the launch of our mobile app, allowing users to shop for products quickly and easily on the go.

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You can find the addresses and opening hours of all our trade centres and offices on the "Locate Us" page.

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Horme Rewards is a Lifetime Membership Program for online and trade centres walk-in customers. You can check the "Membership" FAQ for more details.

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Yes, we do delivery. You can read more about delivery-related issues under our "Delivery / Self Collection" section in this FAQ.

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We only facilitate powertool repairs. Please bring your original Horme invoice or receipts when claiming warranty.
For other products, please refer to the respective local distributor.
Check this list for the warranty period.

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Occasionally, we do organise roadshows, you can check our "Locate Us" page for ongoing roadshow.

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We are always on the lookout for exciting new products to offer our customers.
Horme offers you several benefits compared to other online retailers, as we have 4 trade centres.
Our webstore is also Singapore's No. 1 Home Improvement destination, clocking 200,000 visitors monthly.
Fill out this form, and we will get back to you.

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Membership in the Lifetime Membership Program is free and available to any individual who:
(a) holds a valid Singapore phone number;
(b) is a Singapore registered company without credit facility or dealer discounts.

Depending on your tier status, you will be entitled to a host of exclusive benefits.
You can sign up for the membership program by providing your phone number on the "Horme Rewards" page.

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Get rewarded instantly when you sign up for the free Horme Lifetime Membership Program. The more you shop, the more you'll enjoy the royal treatment. The membership tier will be calculated based on your lifetime accumulated spending online or in-store at Horme Hardware.

	Non-member	Member
Delivery fee	$10 per order	Waived*
Price Off	✘	1 - 4%
Loyalty point**	✘	Spend $1 = 1
Exclusive Promo	✘	✔

*For orders $100 and above
**Corporate accounts are not eligible to receive loyalty points.

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Loyalty points can be accumulated every time you spend online or in-store at Horme Hardware.
You will earn 1 loyalty point for every $1 spent.
Loyalty points will be rewarded within 7 days of purchase, delivery, or self-collection, whichever is later.
Unused points will expire after 1 year.

The accumulated loyalty points can then be redeemed to offset your purchases and enjoy instant dollar savings.
By spending more, you’ll get rewarded with more!
*Corporate accounts are not eligible to receive loyalty points.

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You can redeem your Horme Rewards loyalty points online or at any of our outlets when you are completing your purchases.

When you shop online:
Ensure that the Horme Rewards account is already connected to your web account when using these features for a smooth experience.
You can select to redeem the loyalty points on your online purchases during checkout.

When you shop in-store:
Simply inform the cashier and type your phone number on the keypad to redeem the loyalty points.

* Redeem $1 off your purchases with every 100 loyalty points!
* No partial redemption of loyalty points is allowed.

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You can check your loyalty points history across all purchases made online or in-store at Horme Hardware.

Simply follow these steps:
1. Log in to the Horme Hardware Online.
2. Click on "Horme Rewards" page
3. Click on View Statements

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As long as you reach the accumulated spending requirement, you will be upgraded automatically.
A company that opts for a credit facility will no longer be in the membership program once the credit facility has been approved.

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Membership is tied to your phone number and will be non-transferrable.

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You can either place your order through our webstore at www.horme.com.sg or through our mobile app on Android or iOS.

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Not really. You can go directly to the checkout page, and an account will be automatically created for you when you place your first order.

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If you've forgotten your password, you can login via email verification code by following the instructions below:

(1) Click on "Login via Email Verification Code" at the bottom of the login screen.
(2) Enter your email address and click "Request Email OTP" and you will receive an email verification code from Horme.
(3) Enter the email verification code and click login.

If you want to change your password: go to Account > Change Password

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1. Sign into your webstore account.
2. Select the product that you want, choose the quantity, and click ‘Add to cart’. You may also adjust the quantity or remove items once they are in your cart.
3. Click checkout once you have added all desired products.
4. Enter your delivery address, select the delivery timing, and click next.
5. On the next page, select the desired payment modes and click ‘Proceed to Pay’.
6. Make a payment and you are done!
7. You will receive an order confirmation shortly via your registered email.
8. You can also check your order history to ensure that your order has been processed.

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We do not have a minimum order amount, but kindly note that orders under $100 are subject to a delivery charge.
Certain banks restrict PayNow payments to a minimum of $1. You may pay using the credit card or debit card option, as it allows payments of less than $1.

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Your order goes through a few steps before reaching your door. (The estimated delivery time is quoted by the carrier, it may experience a few days of delay during rush season. e.g. Christmas, New Year etc.).
The time frame is as follows:
Step 1 (1 business day): Order received.
Step 2 (2 business days): Order processing.
Step 3 (1 business day): Order delivery.

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We accept Visa & Mastercard via the Mastercard payment gateway (MPGS).
You may also use PayNow via the HitPay payment gateway.
Payment by Paypal account is also available.

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Item(s) added to your cart will be available for 14 days if you have signed in to your account.

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As long as you sign in to your account, your cart will be available.
You can even checkout using our mobile app.

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We will send you an email or call you to keep you posted on the item(s) availability.
If the item(s) is no longer available and there is no suitable alternative, Horme reserves the right to cancel the order and refund any payment made.

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We had previously sought advice from the Global Tax Free team and below is their reply to our query regarding GST refund for online purchases.

For your information, online purchases are not eligible under the eTRS scheme, regardless of whether the buyer is in Singapore or not. For a tourist to get the GST refund, ther need to be present in the store, paying for the goods, and bringing the goods out of Singapore with them while leaving through Singapore Airports.

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If the PayPal email stated that the transaction is pending, this means that the payment has yet to go through.
If there is any issue, Paypal may send you an email and you will need to complete the compliance instructions in the email.
Otherwise, it will normally cleared by Paypal within 3 working days.
You can call PayPal customer support at 6510 4650 if you have any questions regarding the transaction.
As part of PayPal security measures, PayPal reviews certain payments more closely to ensure the platform is being used properly and to minimise the potential risk.
To comply with regulatory requirements, PayPal may ask you to confirm your identity when you’re reaching a total transaction value of S$7,500 (including lifetime transactions from other ecommerce platforms)
Source: PayPal

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Below are the common issues faced by our customers:
1) Ensure that the checkbox “I confirm that I am of legal age and agree to the PayPal” is checked.
2) Ensure that the first name & last name are filled in correctly. "First name" refers to a given name, while "last name" refers to family names or surnames.
3) If you are using a personal credit card, ensure that the billing address filled in the payment gateway (PayPal) is the same as the credit card's billing statement and not the billing address of your company.
4) If you are using a VPN that changes their original IP address to an IP address of a foreign country. The payment gateway (PayPal) may change the billing location to the latter location. All you need to do is change the mini flag to the Singapore flag, and that will fix the issue. Please refer to the screenshot below.

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You can email enquiries@horme.com.sg . Kindly state your order number.
Order changes may prolong the delivery schedule.

Orders under the below conditions will not be eligible for changes:
* Orders that are already loaded into the delivery truck
* Orders that are already ready at the self-collection points.
* Custom-made products such as paint.

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Cancellation is on a case-by-case basis. Change of mind is not allowed once the item has been delivered or is ready for self-collection.

Orders under the below conditions will not be eligible for cancellation:
* Custom-made products such as paint.

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Item(s) are non-refundable once they have been delivered or are ready for self-collection. We do allow exchanges according to the exchange & return policies of our suppliers.
A delivery fee will be charged during the exchange.

Note: We do not charge a restock fee. However, in the event that a restock fee is being charged by our supplier, the fee shall be borne by the customer, which may vary from 15% - 30%.

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You may track your transactions effortlessly on our webstore.

To view your digital receipts: go to Account > In-store Receipts > Select the receipt

If you require a copy of the invoice: go to Account > Completed > Print Invoice
Note: The invoice will be ready for viewing after the order is delivered. You will only be able to click 'Print Invoice' when the order is marked as 'Delivered'. Please allow 12 - 48 hours after delivery for your order to be marked as 'Delivered' in the system.

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You can email to enquiries@horme.com.sg , we will forward the email to the respective salesperson to follow up.
Alternatively, you can email the salesperson directly if you know his email address.

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Credit terms are only offer to existing corporate customer, you can email to enquiries@horme.com.sg .
Please note that we will require you to fill up the credit application form and submit the relevant document for approval.

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You may want to look at our B2B Online Ordering Program.
Horme's B2B Online Ordering is built and customised to cater to SME as well as large corporations.

Features:

• Individual account logins
• Able to add Purchase Order Number
• Flexible payment system according to existing corporate account agreement
• Admin Account login, upon Request
• Able to add and block users (set by Administrator)
• Able to set roles such as Manager & Purchaser (Set by Administrator)
• Able to set approval person (Set by Administrator)
• Able to approve purchases by purchasers (Approved by Administrator & Manager)
• Able to set purchasers' overall limit (Set by Administrator)
• Able to set purchasers' cart limit (Set by Administrator)

*It is free to join the B2B Online Ordering Program and we are also able to add new features to customise to your needs.

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For existing corporate customers, please send your request to your assigned salesperson.
If you do not have an existing corporate account and wish to sign up for the B2B online ordering program, you may drop an email at enquiries@horme.com.sg

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It is advisable to use a new email address or change your existing email address to another address as, the order history will not be retrievable once converted from our end.

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We currently only support PunchOut via SAP Ariba, Coupa & SourceSage.
If your organisation has any of the mentioned systems and wants to integrate with us, feel free to email us at enquiries@horme.com.sg

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We currently deliver only to addresses within mainland Singapore, Sentosa and Jurong Island.
For places where a delivery permit is needed, please inform us beforehand.

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Door-step delivery (except bulky items) shall be within Singapore only (excluding Public Holidays), and the following fee table shall apply:
Monday to Saturday, Morning (9am to 12pm): S$10.00*
Monday to Friday, Afternoon (12pm to 5pm): S$10.00*

*Unlike online marketplaces that charge per item basis, our delivery fee is charged per order basis, there is also no limit on the number on the number of items per order.
*Day (9am to 5pm) delivery fee will be waived for Horme Rewards** members for each order totaling more than S$100.
**Horme Rewards is a free Lifetime Membership Program that provides buyers with more perks the more you shop.

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We strive to achieve door-step delivery for our customers.
However,
* If items are too bulky to be loaded into the lift at the destination, you will be required to receive them at ground level.
* If the item weighs over 50kg, you will be required to receive it at lift-landing level.

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Upon checkout, choose self collection under the delivery method to have your delivery fee waived.

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You are able to select the preferred date and time of delivery when ordering. We will try our best to meet your request.

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If you missed the delivery, you can choose to do a self-collection at our trade centres or pay a $10 re-delivery fee.

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You may, within 7 days of receiving your order, email enquiries@horme.com.sg . Kindly state your order number.

Note: You must keep the product(s) in the state in which they were received. Delivery and exchange of item(s) for these cases will be at our cost.

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The price listed in our webstore is in Singapore dollars and is inclusive of GST.

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The price remains the same throughout all our trade centres and webstore but is not restricted to, periods of promotions, either online or offline.

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You can email to enquiries@horme.com.sg .
With our extensive stock and network, you can always source for the item and add it to our webstore.

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You can click the "Notify Me" button to leave your email.
You will be alerted when the stock arrives.

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Chances are that these items will no longer be back on sale, but the product information will still remain on our website for educational purposes.

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This range of products requires a minimum order quality (MOQ), and you will also get to save more in return.

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You can click on the Find In Store button located on the product page, and it will state the stock availability of the products.

• Item Available - Product is available in store.
• Limited availability - There's not much of this product available in store, it may go out of stock soon.
• Item Unavailable - This product is not available in store, but is available for online ordering. Item can either be transferred from other trade centres or order directly from distributors if in-stock.

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You can check this list for more information.

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You can click on the download tab located on the product listing page.
Should you require a particular data sheet, email enquiries@horme.com.sg to enquire.

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At every product catalog, you will find an "Ask a question" button, and our customer service will try our best to find an answer for you.
Please note that all Q&A are moderated for irrelevant or inappropriate content before they are published on our site.
Please refrain from posting any personal information, as the question will be be display on our site.
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Your feedback is important to us and other Horme customers.
We'd really appreciate it if you could take the time to review your products and let us and other customers know what you think.

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You can write as many reviews as you like on as many products as you wish.
Although you can only write one review per product.

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Up to 3 days. All reviews are authenticated by Bazaarvoice which can take a few days.

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Yes, we publish all successfully moderated reviews; we are completely unbiased as long as your review meets the set criteria.

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Bazaarvoice is an independent product review management company.
They moderate our reviews, ensuring that we publish all product relevant reviews.

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You need to gather $50 worth of "discountable" item(s), items that are "non-discountable" do not count toward the $50.

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You can get a promo code through our referral system, our Facebook page, or through our partner sites.
We will also occasionally issue campaign promo codes.

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You should use the promotion code at the checkout page.
Please ensure that the discounted amount is reflected in the total before making payment.
A promo code cannot be used after a completed order.

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A promo code cannot be used with other promo codes together.