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    Popular questions

    • Can I choose my delivery date?

      1. White glove delivery

        For orders containing bulky furniture, you will be redirected to our scheduling calendar to pre-schedule your desired delivery date and time slot. Delivery slots are subjected to availability, but if you have any specific request, feel free to write in to wecare@hipvan.com with your order number, our customer service agent will see how they can help with your request!

        Screenshot of delivery scheduler calendar
        We have 2 general slots for delivery:
        9:30am to 1:30pm
        1:30pm to 5:30pm

        Kindly note that delivery slots are not interchangeable due to routing, but you will receive a system generated 1-hour narrow down delivery timing the day before delivery via SMS so that you won't have to wait half a day just for your delivery! Should there be any unforeseen delay (i.e. bad weather or bad traffic) to your schedule, our delivery team will also keep you updated on the day itself.

      2. Courier delivery

        For smaller orders, you will be redirected to our scheduling calendar to pre-schedule your desired delivery date. Delivery slots are subjected to availability, but if you have any specific request, feel free to write in to wecare@hipvan.com with your order number, our customer service agent will see how they can help with your request!

        We have 1 slot for courier delivery:
        9am - 7pm

        Our courier team will get in touch with you on the day of delivery prior to reaching. If you will not be home and would like them to leave your parcel in the riser or with your neighbour, feel free to reply to them directly!

    • How do I change my delivery date?

      There are 3 ways you can easily change your delivery date:

      1. From your email order receipt
        Check your email for your HipVan order receipt. Access the link in the email that will direct you to a page to change your delivery date.
      2. From HipVan account page
        If you have a HipVan account, log into your account on www.hipvan.com to view your orders. You will be able to find a 'See order details' link, where you will find another link to 'Change delivery date'.
        Screenshot of account orders page Screenshot of account order detail page
      3. Send us an email
        Lastly, you can also send us an email at wecare@hipvan.com with your order number, your preferred delivery date and time slot. Currently, we only offer two slots: 9:30am to 1:30pm, or 1:30pm to 5:30pm. All delivery slots are subjected to availability.

    • Can you hold my order until my house is ready?

      Congrats on the new home! Yes, we can hold your order for up to 3 months from the date your items arrive in our warehouse. For furniture orders, you'll be able to choose any delivery date within 3 months from the date your order will be ready for delivery.

      If you need to hold your order for more than 3 months, feel free to write in to wecare@hipvan.com and we'll see what we can do for you!

    • I'd like to get my order earlier.

      Some of the items in your order may not be stocked up in our warehouse and take some time to be ready for shipment. If you want to receive part of your order first, feel free to write in to us at wecare@hipvan.com and our customer support team will be able to arrange for you. Kindly note that for every delivery.

      To help you save on your delivery charges, we consolidate your items and only deliver it to you when all the items are ready in our warehouse. If you want to receive some items first, please send us an email at wecare@hipvan.com, with your order number, the items you would like to receive first, and your preferred delivery date. Please note that extra delivery charges will be applicable if each delivery does not meet the free delivery minimum of $300.

    • I'd like to get some of my items first.

      To help you save on your delivery charges, we consolidate your items and only deliver it to you when all the items are ready in our warehouse. If you want to receive some items first, please send us an email at wecare@hipvan.com, with your order number, the items you would like to receive first, and your preferred delivery date. Please note that extra delivery charges will be applicable if each delivery does not meet the free delivery minimum of $300.

    • Do you deliver on weekends?

      Yes we do deliver on Saturdays (Sundays are family time!), between 9:30am to 1:30pm or 1:30pm to 5:30pm depending on delivery areas. Presently, there is no extra charge for Saturday delivery.

      Also a gentle reminder that some condominiums have strict delivery curfew (i.e. no delivery after 5pm or on weekend), so do check with your condo management before making arrangements! We seek your understanding that we will not be able to refund your weekend delivery fee for any failed delivery attempt should the management not allow us to proceed. Lastly, if you have any special requests, feel free to write in to wecare@hipvan.com and we'll see what we can do for you!

    • How do I redeem HipVan eGift card?

      To redeem your HipVan eGift card:

      1. Log in/sign up to your HipVan account
      2. Go to Credits page of your account
      3. Enter code into the Gift Card form
      4. Credits will be added to your account instantly
      5. Credit expires 12 months from the purchase of gift card

    • Can I use a discount code for eGift Card?

      eGiftcards are not eligible for any discount or promotional codes. 

    General information

    • Will you dispose of my existing furniture?

      Yes we do! We offer same-day disposal services for small and large furniture items. Click here. Simply add them to your cart and checkout.

    • Do you offer customisation?

      Not for now, but if you have something you really want, do send it to wecare@hipvan.com and be as detailed as you can. Our Customer Happiness team will try their best to see what they can do for you!

    • I need help with styling!

      Well, you're in luck! We offer a complimentary interior styling advices to all our customers. Simply write in to wecare@hipvan.com and our styling agent will be replying to you with free styling tips and recommendation, or feel free to check out our blog or Instagram for some styling inspirations!

    • Do you have bulk discounts for big orders?

      Yes we do! Discount will vary depending on the size of your project. Simply send an email to b2b@hipvan.com with your name, contact number, company name, and more details about your project, we'll get back to you by the next working day!

    Placing an order

    • When will I be able to get the items if I order them?

      We are constantly improving our technology to give you an accurate estimation of how long items take to arrive in our warehouse. You can see this estimated time for every item on HipVan.com, above the Add to Cart button.

      Screenshot of product page checkout panel
      This means that this item takes 5 - 8 days to arrive at our warehouse, and you'll be able to schedule your earliest delivery on the 9th day.

      If you need to make sure you can receive the item by a specific date before making a purchase, please do send us an email at wecare@hipvan.com with the item you would like to buy, and the date you need it by. Our customer happiness team will see what can they do for you!

    • How do I use a discount code?

      You can apply a discount code at the cart page (discount codes are not stackable). Once you get to your cart, find the total order amount, and below, you will find a link 'Add coupon code' where you can input the discount code that you have. The discount will be reflected directly on your order total.

      Screenshot of cart sidebar for discount code

    • How do I use my store credits? When do they expire?

      You store credits will be automatically applied to your cart if you have any. All credits expire after 12 months. 

      Screenshot of cart sidebar for store credits

    • Tell me about your Price Protection policy.

      If you find that the item(s) you bought is of a lower price than the original price (with no discount code applied) on HipVan.com within 30 days of placing your order, you may write in to us at wecare@hipvan.com with your order and the item with a price change to get the difference refunded to your original mode of payment.

      Disclaimer:
      1. The 30 Day Price Protection will only apply if you have bought your item from us at HipVan.com with no discount code applied
      2. This is not applicable for any promotional discount codes that we run. We cannot give you the difference between a promotion code you used and another promotion code which we are running, e.g. 10% off and you want to change it to Payday 15%.
      3. Only one discount code can be applied per order

    • Can you hold my order until my house is ready?

      Congrats on the new home! Yes, we can hold your order for up to 3 months from the date your items arrive in our warehouse. For furniture orders, you'll be able to choose any delivery date within 3 months from the date your order will be ready for delivery.

      If you need to hold your order for more than 3 months, feel free to write in to wecare@hipvan.com and we'll see what we can do for you!

    Payment

    • What currency will I be charged in?

      All prices stated on our site are in Singapore Dollars (SGD). Orders will also be charged in SGD.

    • Are taxes included in the price stated?

      No worries! All prices stated are inclusive of GST, we will not charge any additional taxes.

    • What are the payment methods accepted?

      We currently accept:

      1. any credit or debit card payments from Visa, Mastercard and American Express
      2. GrabPay
      3. PayPal
      4. ShopBack 
      5. Atome instalment payment plan
      6. American Express instalment payment plan

    • Why was my payment declined?

      Oh no! Your payment could have been declined for several reasons. The most common reason might be that your payment details were entered incorrectly. Be sure to double check your payment details before submitting the order! If you are still experiencing payment problems, please contact your bank for more details.

    • Can I pay by instalments?

      Yes, orders above $100 are eligible for the following 0% instalment plans:

      UOB Instalment Plan (for orders above $500)

      Our special association with UOB gives you 0% interest finance options, allowing you to spread your payments over 12 months. The instalment plan is available for UOB VISA/MasterCard Credit cardholders only. Only eligible for orders above $500, with a limit of $5000 per transaction.

      See UOB Instalment Payment Plan Terms and Conditions.

      Atome Instalment Plan (for orders above $100)

      Our collaboration with Atome provides you with 0% interest financing option, allowing you to split your payment into 3 instalments paid over the span of 2 months. The instalment plan is available to all residents of Singapore aged 18 and above, with a debit or credit card issued by any bank. Only eligible for orders above $100.

      Atome may, at their sole discretion, set certain prescribed minimum or maximum purchase amounts for which the instalment plan will be available.

      Find out more about Atome Instalment Plan on their website.

      Amex Instalment Plan (for orders above $500)

      Our partnership with Amex gives you 0% interest finance options, allowing you to spread your payments over 12 months. The instalment plan is available for Amex consumer cardholders only. Only eligible for orders above $500, with a limit of $5000 per transaction.

      PayLater by GrabFinance

      Where available, you can also pay on a deferred basis, by selecting the "PayLater" payment method on our homepage. In this case, we will grant to you deferred payment terms such that you shall only be obliged to pay us, on an interest-free basis the price of the order, less all or part of the price of the order using an e-gift card, wallet credit or a promotional voucher, where applicable (including delivery costs, where applicable) (such order amount, the "Receivables") by the date falling on the 7th day of the subsequent month after the month in which a successful payment is submitted by you in respect of an order (the "PayLater Payment Deadline").Where you have selected the "PayLater" payment method, you agree that:

      1. we may sell and assign such Receivables due from you to us to GFin Services (S) Pte. Ltd. ("GFin"), any of its affiliate companies, or such other third party as we may approve. You will be notified upon such assignment whereupon you shall be required to pay such assignee the Receivables under the same payment terms made available to you by us under the "PayLater" payment method;
      2. we may provide your personal information, including but not limited to your name and contact information, to our assignee to facilitate payment by you to our assignee; and
      3. if you fail to make eventual payment under the "PayLater" payment method to our assignee by the PayLater Payment Deadline, our assignee and/or any person acting on our or their behalf (including us or its affiliate companies) may take such steps as are necessary to enforce payment by you.

      For the avoidance of doubt, the "PayLater" payment method is made available to you wholly on a discretionary basis and there is no guarantee that any selection of the "PayLater" payment method will be successfully approved or processed.

    Delivery

    • How much are the delivery fees?

      For orders above $300, you get to enjoy free delivery! For orders below $300, delivery fees range from $2.99 to $25 (Delivery fees stated are inclusive of GST), depending from product to product.

      In general, the standard delivery fees for orders below $300 are:

      Furniture items only $25
      Homeware items only $2.99
      Saturday delivery no extra charge

      You will find the delivery fee for an item on the item's page, below the price of the product.

      If you are buying more than one item, you will only be charged the highest delivery fee out of all the items in your order.

      Do note that discounts are not applicable on delivery fees, unless it is a free delivery promotions.

    • Do you deliver on weekends?

      Yes we do deliver on Saturdays (Sundays are family time!), between 9:30am to 1:30pm or 1:30pm to 5:30pm depending on delivery areas. Presently, there is no extra charge for Saturday delivery.

      Also a gentle reminder that some condominiums have strict delivery curfew (i.e. no delivery after 5pm or on weekend), so do check with your condo management before making arrangements! We seek your understanding that we will not be able to refund your weekend delivery fee for any failed delivery attempt should the management not allow us to proceed. Lastly, if you have any special requests, feel free to write in to wecare@hipvan.com and we'll see what we can do for you!

    • Do you ship internationally?

      Not for now. However, if you're looking to buy more than $3,000 worth of furniture for another country, do write to b2b@hipvan.com and our team will see if we can ship to you!

      Stay updated with our Instagram or Facebook to see when we'll deliver to your country.

    • Do you deliver to all parts of Singapore?

      We deliver to any street address in Singapore, excluding restricted areas like Pulau Ubin. If you're unsure of whether we delivery to your area, do send an email to wecare@hipvan.com to check with our Customer Happiness team.

    • How do I know when my items are coming?

      For smaller items, your items will be delivered to you within the timeframe stated in your chosen delivery date.

      For deliveries that include bulky and large furniture items, a system-generated SMS will be sent to you one day before the delivery to let you know a narrowed time frame for the delivery.

      During the narrowed down timing, our delivery team would wait 10-15 minutes for you to receive your scheduled delivery, before moving on to the next delivery destination.

      In the event of unforeseen delivery delays, you can trust that our delivery team or customer service team will be in touch with you so that your items can be delivered to you safely.

    About my order

    • I'd like to combine my orders.

      No problem! Simply send your order numbers to wecare@hipvan.com, along with your preferred delivery date and time (if you have not previously indicated one). Do note that if you combine your orders, we will wait for the last item to arrive at our warehouse before delivering all your items.

      Your delivery fee for one of the order will be refunded to your original mode of payment, where applicable.

    • How do I change my order?

      It's okay to change your mind! Our Customer Happiness team will gladly exchange your item for another if it is of the same price or less. The difference will be refunded to your original mode of payment. Simply send us an email at wecare@hipvan.com with your order number and the items you would like to change.

      If you'd like to change for another item that is of a higher price, you will need to place a separate order with the new item. We will then cancel and give you a full refund on the item you no longer want. For security purposes HipVan does not store your payment details, so we will not be able to charge the difference unless you place another order. After placing your new order, send us an email at wecare@hipvan.com, with your two order numbers and the item you would like to cancel.

      However, if your order has left our warehouse, you will no longer be able to change your order and will need to request for a return instead (read more about our return policy and its costs).

    • Can you deliver some of my items first?

      To help you save on your delivery charges, we consolidate your items and only deliver it to you when all the items are ready in our warehouse. If you want to receive some items first, please send us an email at wecare@hipvan.com, with your order number, the items you would like to receive first, and your preferred delivery date. Please note that extra delivery charges will be applicable if each delivery does not meet the free delivery minimum of $300.

    • When can I get my order?

      We are constantly improving our technology to give you an accurate estimation of when your order will be ready. You can check your order receipt in your email inbox (search for "Your HipVan order" if you need help locating the email). Your receipt states the date when your order is ready to be shipped out of our warehouse, meaning when your items will be ready for delivery.

      There are two ways to schedule your delivery:

      • Login to your HipVan, and navigate through Account › Orders › See order details › Change delivery date where you'll be redirected to our delivery calendar to choose your desired delivery slot.
      • Just send us an email at wecare@hipvan.com with your order number, preferred date and time and we'll get back to you by the next working day!

    • Are there staircase charges?

      Yes, to carry up the item without an elevator, we will be charging standard fee of $10 per item per flight of stairs (Staircase charge stated are inclusive of GST). This amount will be payable directly to the delivery team before they bring the goods up.

      If our delivery team is unable to proceed with the delivery via elevators (e.g. furniture is unable to fit into the elevator or a working elevator is unavailable), HipVan reserves the right to cancel the delivery and refund your order less 18% processing fee. Should our team decide (at our sole discretion, and with your agreement) that delivery can be carried out safely via staircases in a non-hazardous manner, additional charges per item will be applicable as follows:

      1. S$10 per item per non lift-accessible storey
      2. To be paid directly to the delivery team in cash before commencement
      3. Fees also apply to stairs within landed properties or HDB maisonettes
      4. Staircase charges also apply for disposal service

      Disclaimer: HipVan reserves the right to cancel any delivery or disposal service, in exchange for a full refund, at our sole discretion if it is deemed not feasible for the job to be carried out safely.

    • How can I change my delivery address?

      Simply write in to wecare@hipvan.com with your order number and new address at least 1 working day before your scheduled delivery and our customer support team will update our system for you!

      Do note that all our deliveries are routed back to back based on location, we seek your understanding that we will not be able to cater to last minute request to change address. Once your order has been dispatched for delivery, HipVan reserves the right to reschedule the delivery should there be a last minute change of delivery address.

    • Can I choose my delivery date?

      1. White glove delivery

        For orders containing bulky furniture, you will be redirected to our scheduling calendar to pre-schedule your desired delivery date and time slot. Delivery slots are subjected to availability, but if you have any specific request, feel free to write in to wecare@hipvan.com with your order number, our customer service agent will see how they can help with your request!

        Screenshot of delivery scheduler calendar
        We have 2 general slots for delivery:
        9:30am to 1:30pm
        1:30pm to 5:30pm

        Kindly note that delivery slots are not interchangeable due to routing, but you will receive a system generated 1-hour narrow down delivery timing the day before delivery via SMS so that you won't have to wait half a day just for your delivery! Should there be any unforeseen delay (i.e. bad weather or bad traffic) to your schedule, our delivery team will also keep you updated on the day itself.

      2. Courier delivery

        For smaller orders, you will be redirected to our scheduling calendar to pre-schedule your desired delivery date. Delivery slots are subjected to availability, but if you have any specific request, feel free to write in to wecare@hipvan.com with your order number, our customer service agent will see how they can help with your request!

        We have 1 slot for courier delivery:
        9am - 7pm

        Our courier team will get in touch with you on the day of delivery prior to reaching. If you will not be home and would like them to leave your parcel in the riser or with your neighbour, feel free to reply to them directly!

    • Can you hold my order until my house is ready?

      Congrats on the new home! Yes, we can hold your order for up to 3 months from the date your items arrive in our warehouse. For furniture orders, you'll be able to choose any delivery date within 3 months from the date your order will be ready for delivery.

      If you need to hold your order for more than 3 months, feel free to write in to wecare@hipvan.com and we'll see what we can do for you!

    • I'd like to get my order earlier.

      Some of the items in your order may not be stocked up in our warehouse and take some time to be ready for shipment. If you want to receive part of your order first, feel free to write in to us at wecare@hipvan.com and our customer support team will be able to arrange for you. Kindly note that for every delivery.

      To help you save on your delivery charges, we consolidate your items and only deliver it to you when all the items are ready in our warehouse. If you want to receive some items first, please send us an email at wecare@hipvan.com, with your order number, the items you would like to receive first, and your preferred delivery date. Please note that extra delivery charges will be applicable if each delivery does not meet the free delivery minimum of $300.

    • Do you deliver on weekends?

      Yes we do deliver on Saturdays (Sundays are family time!), between 9:30am to 1:30pm or 1:30pm to 5:30pm depending on delivery areas. Presently, there is no extra charge for Saturday delivery.

      Also a gentle reminder that some condominiums have strict delivery curfew (i.e. no delivery after 5pm or on weekend), so do check with your condo management before making arrangements! We seek your understanding that we will not be able to refund your weekend delivery fee for any failed delivery attempt should the management not allow us to proceed. Lastly, if you have any special requests, feel free to write in to wecare@hipvan.com and we'll see what we can do for you!

    • Do you offer disposal?

      Yes! We do offer same-day disposal service to customers who are purchasing furniture items from HipVan.com. The rates are as follows, simply add them to your cart and checkout (Disposal fee stated are inclusive of GST):

      Medium size disposal $30
      Large size disposal $75

      A gentle reminder that as we need to cater for space on our trucks for the disposal, we seek your understanding that we may not be able to accept additional disposal requests on the spot. If you are unsure of the amount of disposal service you need to purchase beforehand, please contact our customer service staff at wecare@hipvan.com to confirm the amount.

      Liability Disclaimer
      Homeowners are responsible for ensuring that the path ways are clear of obstacles, and protecting their property along the path ways such as laying protective materials on their floors and doors to prevent accidental damages. While our delivery teams will exercise their utmost care during the removal of furniture from your property, we unfortunately cannot assume liability for damages to your property if the path ways are not properly protected.

    Returns & exchanges

    • I received my order but I'd like to exchange for something else.

      It's important to find the perfect piece of furniture for your home, so we completely understand if you want to change your furniture for something more suitable for your space. Simply write in to us at wecare@hipvan.com with our order number and the items to exchange with, and our customer happiness agent will follow up with you promptly.

      Kindly note only items with original packaging in brand new condition will be accepted for exchange. To discourage customers from abusing our return and exchange policy, we charge 18% return fee for every item that is collected back after it has went out for delivery, including items that comes back for an exchange. It's also important for us to be sustainable while constantly striving to bring even more convenience and value to our customers.

      The following condition are NOT eligible for return:

      1. "As-Is" or "Final Sale" items
      2. Self-assembly items
      3. Items that have been removed from their original packaging
      4. Damaged items resulting from misuse, abuse, normal wear & tear
      5. Products damaged after receipt of delivery

    • I received my order and it's defective.

      We're so sorry the item did not reach you in good condition! We are happy to arrange for a prompt replacement or repair. Simply request for a replacement or repair by filling in our Online Return Form, or write in to wecare@hipvan.com for our customer happiness agent to follow up with you directly.

    • I received my order but I changed my mind and would like to return it.

      1. No Questions Asked 100-Day Return Policy

        So if you change your mind, don't sweat it! You may return your purchase to us within 100 days of the date you received the item (subject to Return Eligibility below), no questions asked.

        Refunds will be issued to the same method of payment as the original payment, and we will arrange for the item to be picked up from you! Simply fill in our Online Return Form or write to us at wecare@hipvan.com with your order number and images of the item you want to return.

        If your item arrived damaged or you received the incorrect item, we are happy to arrange for a prompt replacement. You can also request for a replacement by filling in our Online Return Form. Please note that this policy only applies to orders made after 1 January, 2017.

        *Change of order also does not apply to made-to-order items as it cannot be returned or cancelled upon purchase.

      2. Return Eligibility

        Please ensure that your items meet all of the following returnable conditions:

        1. Within 100 days after delivery
        2. New condition and unused
        3. Original packaging
        4. Item is not marked as "As-Is, "Made-to-Order" or "Final Sale" (indicated on the product page)

        The following condition are NOT eligible for return:

        1. "As-Is" or "Final Sale" items
        2. Self-assembly items
        3. Items that have been removed from their original packaging
        4. Damaged items resulting from misuse, abuse, normal wear & tear
        5. Products damaged after receipt of delivery

        HipVan reserves the right to reject any returns if item does not meet all of the above conditions and if its no longer in an acceptable condition due to wear and tear, misuse, abnormal usage, etc.

        Non-exchangeable and Non-returnable items include:
        Rugs, Electronics, Pillows, Bolster, Cushion Covers & Inserts, Bedding Covers, Towels, Mats, Bathroom Accessories and other hygiene related products.

      3. Refund Amount

        As shipping is a hard cost we incur from logistics, please note that all delivery costs (where applicable) are non-refundable, and there is a return fee at 18% of the price you paid for the item.

        As such, you will be refunded the following amount:

        Refunded Amount = Final Paid Price - Delivery Fee - Pick-up Fee (18% of Final Paid Price)

        While some companies build in return fees into their prices, we charge only when you return. This way, you're not paying for other peoples' returns or shipping.

      4. Mattresses 100 Nights Free Trial

        When it comes to our mattresses, we offer something special. It is important to us that you love your new Downtime, Sleep, Dream or LEVITATE mattress. You get to try these mattresses in the comfort of your home for 100 nights from the day your receive them. If you don't love it, we will give you a full refund (without any additional fees!). To discourage abuse, we only ask that the mattress not be damaged beyond normal wear and tear. Returned mattresses will be donated or discarded by HipVan, and will never be resold to you.

      5. Return Process

        All we need from you is to fill in our Online Return Form and wait for our customer service representative to get back to you within 1 - 3 working days with the best available timing for us to pick up the item.

        Please be reminded that returns with items that do not meet the Return Eligibility conditions will be rejected. After item is returned to our warehouse, your refund will be processed and you will receive an email notification. Please note that it may take the bank 5 - 10 working days for the refund to appear in your PayPal balance or in your credit card account. However, for some banks, it will only reflect in your next monthly statement.

        Please note:

        1. Our 100-day return policy does not apply to "As-Is" or "Final Sale" items, self-assembly items, items that have been removed from their original packaging, damaged items resulting from misuse, abuse, normal wear & tear, products damaged after receipt of delivery and sale items
        2. Voucher codes cannot be reissued if you return your order. Meaning, you will not be able to use the same voucher code for another order if the promotion has ended. If you return an item which was purchased using a voucher code, only the final paid price (after discount) will be refunded
      6. If you have successfully used PayLater as your payment method for your order and settled the corresponding payment amount, the only refund method is by PayLater and the sum refunded will be due to you from us to be provided by us to GrabCar Pte. Ltd. and to be applied in accordance with the terms of use entered into by you and GrabCar. Pte. Ltd.

    • I received my order but one/some of my items are missing.

      Oh no! We're sorry your order is not completed. Simply write in to us at wecare@hipvan.com with your order number and our customer happiness agent will be able to look into it and have the missing item redelivered at your earliest convenience.

    • I received the wrong item.

      Oh no! We're really sorry for delivering the wrong item to you! Simply write in to us at wecare@hipvan.com with your order number and our customer happiness agent will be able to look into it and arrange an exchange for you promptly. It'd be ever helpful if you can attach a photo of the packaging (reflecting the order number) to aid in our investigation process, in case the parcel got swapped accidentally during the delivering process.

    • When will I receive my refund?

      All refunds will be usually be processed within 14 working days after collecting back the returned goods. For cancellation (before an item has been shipped), your refunded amount will also be processed within 14 working days. Depending on your bank's clearing out policy, it may take the bank another 7 - 10 working days to reflect the refunded amount in your account.

      All refunds will be processed back to your original mode of payment unless otherwise stated.

    Rewards Program

    • How do I earn HipVan reward points?

      For now, you can earn reward points by sharing photos of and reviewing your HipVan purchases.

    • How much HipVan reward points can I earn?

      Each of your past purchase can earn you up to 500 reward points, with 300 reward points awarded for at least 1 photo shared, and 200 reward points awarded for a valid product review posted. Refer to our Rewards Program page for more details.

    • When will my reviews be approved?

      Photos and product reviews posted will be subject to approval by HipVan to ensure their authenticity and validity. This process should take between 3-5 business days after your review is posted.

    • Why is my review rejected?

      Your reviews might have been rejected by HipVan because they do not fulfill our content quality checklist, or were deemed as spam. You may resubmit your reviews and follow the guidelines listed on the product review page to ensure that your reviews get approved.

    • How do I check my points balance?

      Login to your HipVan account. Under your user, click on the tab. Your rewards points balance will be reflected on that page.

    • How do I redeem rewards?

      Login to your HipVan account. Under your user, click on the tab to view the rewards available. Once you have earned enough reward points, click on the “redeem now” button underneath your chosen reward to redeem it.

    • Do the points I accumulate expire?

      Yes, your reward points will expire one year after the date they were earned. For example, 500 reward points earned on 1 April 2022 will expire on 31 March 2023.

      *HipVan may suspend or terminate the HipVan Rewards Program or a user’s ability to participate in the Program at any time for any reason, especially if a user violates the terms and conditions. Any unused points will be forfeited at that time.

    Referral Program

    • How it works

      Once you sign up for an account at HipVan.com, you will be able to start earning referral credits by sending your unique coupon code or referral link to your friends. Your friend can apply your unique coupon code directly during checkout to enjoy the discount. If your friend signs up for an account via your referral link, they will receive an email containing a S$30 discount for their purchase of min. S$200. Once your friend’s purchase is delivered, you will be credited S$30 into your account instantly. Log in to your account to check your referral history and credits balance.

    • How to use credits

      You can apply your credits upon checkout, by clicking on “Use store credits” and entering the credits you’d like to use for your order. You can use your credits on top of any promotional codes in the same order. 

    • Terms & Conditions

      You can refer as many friends as you’d like, and there is no limit to the amount of credits you can earn through referrals as long as your friend does not share the same delivery address. Your friend must spend a minimum of S$200 on their purchase to qualify for referral code usage. Please note that credits expire after one year. 

    • Brand/Item Exclusions

      HipVan eGift Card

      Our referral program policies will be updated with effect from 3 Jun 2021, 19:00 SGT. All referral codes will then each entitle a customer to S$30 off their purchase, with a min. spend of S$200.

      No self-referrals or referral to the same delivery address are allowed. Users who use self-referrals will be blocked from the platform.

      HipVan may suspend or terminate a user’s ability to participate in the Referral Program at any time for any reason, especially if a user violates the terms and conditions. Any unclaimed referral rewards will be forfeited at that time.

      Note: Referral code cannot be used on item(s) under Brand/Item Exclusions. These item(s) will not be counted towards the $200 minimum spend condition. For example, referral code cannot be used if your cart contains a $100 item and a $100 HipVan e-Gift card as the $200 minimum spend condition has not been met.

    Warranty

    • HipVan's quality guarantee

      All our mattresses are covered under a 12-year manufacturer’s warranty, while most of our furniture products are covered under a 5-year manufacturer’s warranty. Upon receiving a claim covered by this Guarantee, HipVan may elect to provide repair of the damage. If we are unable to repair the product, you may select a new replacement in equal or lesser value to the original purchase price, or opt for a refund.

      The warranty does not cover the following:

      1. Normal wear and tear. Fabrics and leathers will fade and crease. Foam and fillings will soften and form to the shape of the user over time.
      2. Defective as a consequence of misuse, accident, lack of proper care and maintenance, or handling in transit.
      3. Any product modification by consumer or other parties not authorised by HipVan will void this Warranty.
      4. (As-is) items and display sets

      Need help? Write us at wecare@hipvan.com

    My account

    • How do I check my store credits?

      To check your store credits, log in to your HipVan account on www.hipvan.com. Click on your profile picture and you will see the 'Credits' tab, where you can find your HipVan store credits balance, credits history and how you can earn more store credits!

      Screenshot of account credits page

    • I'd like to delete my account/ unsubscribe from mailing list.

      We're sorry to see you go! If for any reason you would like to do so, simply write in to wecare@hipvan.com with your account email and our customer happiness agents will help you with your request.

    • Where can I change my account information?

      Simply write in to wecare@hipvan.com with your account email and the changes to be updated and our customer happiness agents will be happy to help you with your request!

    • When do my credits expire?

      Credits will expire one year after they are added to your account. 

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