FAQ

A. Hardware ORdering Made Easy with Horme Hardware.
     With over 20,000 SKUs already available in the webstore, you can solve your hardware needs easily.
     We also work with other local brand distributors to give our customers the most extensive home improvement product range.
     Ordering of 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.

A. You can find the addresses of all our trade centres and offices at the "Locate Us" page.

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

A. Occasionally, we do organise roadshow, you can check our "Promotions" page for ongoing promotions.

A. Yes, we do delivery, you can read more about delivery related issues under our "Delivery/Self Collection A.K.A Click And Collect" section in this FAQ.

A. Installation services are now limited to Samsung Digital Lock.

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

A. 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 up this form and we will get back to you.

A. Membership in the Lifetime Membership Program is free and available to any individual who: (a) holds a valid Singapore phone number; (b) 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 in the "Horme Rewards" page.

A. 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. Membership tier will be calculated based on your lifetime accumulated spending.

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

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

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

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

A. If you forget your password, simply go on the link “Forget Password”, type in the email address you used to create your account, and we will send you an email with a new password.

A. 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 product(s).
     4. Enter your delivery address, select the deliver timing and click next.
          On the next page, click ‘Place Order’ and you are done!
     5. You will receive an order confirmation shortly via your registered email.
          You can also check your Order History to ensure that your order has been processed.

A. We do not have a minimum order amount, but kindly note that order under $100 is subjected to delivery charge.

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

A. We accept Visa, Mastercard, American Express, Union Pay and Discover Card via Paypal gateway.

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

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

A. We will send 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.

A. We had previously seek advice from Global Tax Free team and below is their reply to our query regarding GST refund for online purchase.
I quote 'For your information, online purchase are not eligible under the eTRS scheme, regardless of the buyer is in Singapore or not. For tourist to get the GST refund, the tourist need to be present in store, paying for the goods and bringing the goods out of Singapore with him/her while leaving through Singapore Airports.' Unquote.

A. If the PayPal email stated that the the transaction is pending, this mean that the order has yet to go through. You will need to complete the compliance instructions in the email. You can call Paypal customer support at 6510 4650 if you have any question regarding the transaction.
As part of paypal security measures, Paypal review 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 (Lifetime Transactions including from other ecommerce platform)

A. A common issue faced by majority of our customers is that they are using a VPN which change their original IP address to a IP address of a foreign country. This caused the payment gateway (PayPal) to change the billing location to the latter location. All you need to do is to change the mini flag to Singapore flag and that will fix the issue. Please refer to the screenshot below.

A. You can email to , 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.

A. Credit terms are only offer to existing corporate customer, you can email to , please note that we will require you to fill up the credit application form and submit the relevant document for approval.

A. You may want to look at our B2B Online Ordering Program.
Horme's B2B Online Ordering is built and customise to cater for SME as well as large corporation.

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 user (set by Admin Account)
• Able to set roles such as Manager & Purchaser (Set by Admin Account)
• Able to set approval person (Set by Admin Account)
• Able to approve purchases by purchasers (Approved by Admin & Manager)
• Able to set purchasers' overall limit (Set by Admin Account)
• Able to set purchasers' cart limit (Set by Admin Account)

A. For existing corporate customer, please send your request to your assigned salesperson.
If you do not have existing corporate account and wish to sign up for the B2B online ordering program, you may drop an email to

A. 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.

A. We currently only support PunchOut via Ariba.

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

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

A. You can email to . With our extensive stock and network, you can always try your luck, we will add it to our webstore if we have the item.

A. You can call our webstore hotline at 6840 8877 or email to to enquire.

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

A. This product require to be intend, the intend period may be up to a few months.

A. This range of product required a minimum order quality (MOQ) and you will also get to save more in return.

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

A. You can check this list for more information.

A. At every product catalog, you will find an "Ask a question" button, 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 display on our site.
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A. 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.

A. 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$8.00*
     Monday to Friday, Afternoon (12pm to 5pm): S$8.00*

     *Unlike online marketplace that charged per item based, our delivery fee is charged per order based, there is also no limit of items per order.
     *Day (9am to 5pm) delivery fee will be waived for each order totalling more than S$100.

A. 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, customer(s) will be required to receive them at ground level.
     * If item weighs over 50kg, customer(s) will be required to receive it at lift-landing level.

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

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

A. You may call our webstore hotline at 6840 8877 or email to .
     Kindly state your order number.
     Order changes may prolong the delivery schedule.

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

A. 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 to let us and other customers know what you think.
.

A. 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.

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

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

A. Bazaarvoice are an independent product review management company.
     They mediate our reviews ensuring that we publish all product relevant reviews.

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

A. You can get promo code through our referral system, our facebook page or through our partner sites.
     We will also occassionally issue campaign promo codes.