FAQ

How to place order on the site?

1. Click "Add to cart" button on the items you wish to purchase.
2. Click "Check Out" to proceed payment for the items.
3. You’ll reach a Login page which you need to login your account using your username and password. If you don’t have an account yet, you need to register an account before proceed your payment.
4. You’ll need to confirm your Shipping and Billing Details and click "Continue" button.
5. You’ll need to select your Delivery method and click "Continue" button
6. You’ll need to select your Payment method and agree on the term and condition before click on "Continue" button.
7. Click "Confirm & Pay" after reconfirming items you wish to purchase, quantity and prices are correct.
8. You’ll reach a Payment page to complete your order.
9. You’ll receive an order confirmation email within 30 minutes after successful transaction.
10. We only accept minimum order amount as below:-
• No minimum order amount for West Malaysia
• SGD 3000 for Singapore order
• USD 7000 for overseas order

I would like to be a reseller. How to register an account?

Thank you for your interest to become Hinlim Reseller! Please fill up Sign Up Form as detail as possible, we will review your account application and get back to you within 24 hours! You will receive a Username and Password once your account is approved.

I forgot my Username and Password. What should I do?

Please click “Forgotten Password”, a password reset link will email to you. 

Alternatively, you may drop us an email at sales@hinlim.com with your registered company name with us.

We will send your Username and Password within 24 hours.

How to change my shipping and billing details?     

Please update your information at My Account > Address Book. Due to security reason, any information changes will be undergoing verification before updating in your dashboard within 2 days.

What are the payment methods available?

1. FPX Online Payment
2. Visa Card/ Mastercard Card
3. Bank Transfer

Currently, our website will only automatically process domestic transaction.

Any cross-border orders and transaction will be attended by our sales representative once order is placed.

Is my order successful?

Once your order is completed, we will send you an order confirmation email within 10 minutes via your registered email.

Can I amend or cancel an existing order that have been made?

We will ship your items as soon as they are confirmed. If you were to amend or cancel your order, please WhatsApp us at 012-4317742. However, if the order already being shipped, you will not be able to cancel or make any further amendment.

Can I purchase an out-of-stock item?

Yes, you may place order on out-of-stock item. Order placed on out-of-stock item will be delivered once item is restocked. You may refer incoming stock quantity and estimated arrival date of each product.

Do I get a warranty on my item?

Your warranty only limits to manufacturing defects or transportation damages upon goods arrival. You may contact us as soon as you unpack. Goods after assembly and without a complete carton box will not be eligible for claim.

How long does it take to ship out items once payment is made?

Our goods are mostly ready stock, we would ship out goods within 3 days upon payment received.

Do you offer International Shipping?

Yes! We have been shipped to over 100 countries.

All international orders will be attended by our sales representative once the order is placed.

Do I entitle free shipping?

We do provide free shipping within West Malaysia for purchase above RM 1000 in a single order.

Shipping charges will be waived in the system automatically.

For Singapore order above SGD 3000, no surcharge on delivery and documentation charges.

For international order above USD 7000, no surcharge on haulage and documentation charges.

Do you provide return and refunds?

Return and Refund Policy (B2B)

1. We will be responsible for product manufacturing defects. All requests are required to be attached with supportive photos consisting of 5 standard shoots:
   • Carton / Packaging Photos
   • Carton marking showing product code and batch no.
   • Overall product image.
   • General damage area
   • Closed up shot on the defective part.
   If your request is proved justifiable, we will send you the spare parts. Our customer service personnel will be in touch with you to arrange for spare part delivery as soon as possible.
2. We does not accept goods return with the following conditions:-
   • Furniture that has already been assembled.
   • Furniture damaged due to handling issues.
   • Furniture without the original packaging OR packing material that is damaged upon scrutinization.
3. For fragile items such as mirrors or those containing glass, the recipient is required to check the goods condition on the spot upon receival. You are required to contact our customer service personnel if there are any goods damage issue within 24 hours. All damage claims of fragile will NOT be entertained after this period.
4. No merchandise is allowed to return to us without prior authorization from our business executive or customer service personnel. Our drivers are NOT authorized to accept any return merchandise without the “Goods Collection Note” document.
5. We do not accept or honour arbitrary charge, claims, deductions, or returns without our prior acknowledgement or agreement.
6. In the event that the quantity of goods received does not tally with the invoice and delivery order document, the recipient MUST state the quantity on the delivery order. You are required to contact our customer service personnel within 24 hours. All claims will not be entertained afterwards.
7. You may purchase extra parts or hardware from us by contacting the customer service department to enquire about the prices and delivery arrangement. Parts and hardware are subject to availability.
8. We provide a wide variety of standards in wood finishes and fabrics. Our finishes do not mask the grain and other characteristic of individual wood species. Pieces of the same type of wood will not look identical, and the appearance of finishes will depend on the natural colour of the veneer. Pin knots and gum pockets are inherent traits as wood is a naturally variable raw material. Such variances are not within our control and therefore, not considered as defects under the warranty.
9. Fabrics may vary in colour, texture, print or patterns, and sometimes may not be aligned at the joints. No guarantee can be made for exact matches of fabric such as those displayed in the showroom, with fabrics appearing on the final products.

I still have doubts!

Please send your enquiry sales@hinlim.com . We will get back to you in the earliest time.