Showroom/viewing products

  • Can I see the products?

    Certainly! Most of our furniture are available at our Experience Store located at The Cathay, 2 Handy Road #02-06/07/08. You're most welcome to drop by and say hi to our friendly staff who will be more than happy to offer you help where needed. Otherwise, we promise to leave you to experience the space and our furniture at your own pace! You're highly recommended to download our APP with interactive photo-search feature for a wholesome shopping experience at our store.

    For more information on our Experience Store: click here

    See what products are for display at our Experience Store: click here

    If the product(s) you'd like to view is not for display at our Experience Store, simply drop us an email at hello@hipvan.com with the product link and we'll get in touch with you shortly!

Popular questions

  • Can I choose my delivery date?

    Yes, but only for furniture orders. After you make your purchase, you will be asked to choose a date and a time slot. Currently, we only offer two slots: 9:30am to 2:30pm, or 1:30pm to 6:30pm.

    If you're not able to choose your delivery date upon checkout, just send an email to hello@hipvan.com with your order number, preferred delivery date and preferred time slot; we'll try our best to arrange a spot for you. If you do not indicate a delivery date, our HipVan team will email you a suggested one, as soon as your items have arrived in the warehouse.

    As we currently use an external courier for homeware orders and smaller parcels, you may not be able to choose a delivery date if your order does not contain furniture. Instead, you will receive an email once your order has been collected by the courier. You can then expect to receive your order 1 - 3 working days from the date you received the email.

  • 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 hello@hipvan.com with your order number, your preferred delivery date and time slot. Currently, we only offer two slots: 9:30am to 2:30pm, or 1:30pm to 6:30pm. 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 30 days from the date your items arrive in our warehouse. For furniture orders, you'll be able to choose any delivery date within 30 days from the date your order will be ready for delivery.

    Extra storage fees are applicable if you need to hold your order for more than 30 days. Simply send an email to hello@hipvan.com with your order number and preferred delivery date, and our Customer Happiness team will get back to you. Due to warehouse space constraints, we seek your understanding that such requests will be on case-by-case basis.

  • I'd like to get my order earlier.

    We are constantly improving our technology to give you an accurate estimation of when your order will be ready. In the case when your items arrive at our warehouse earlier than the estimated date, we will contact you via email to arrange for an earlier delivery!

    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 hello@hipvan.com with the item you would like to buy, and the date you need it by.

  • 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 hello@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 $250.

  • Can I self-collect my order?

    Sure thing! All you need to do is send us an email at hello@hipvan.com, with your order number and the date you would like to collect your order. Please wait for a confirmation from our Customer Happiness team before dropping by, as we cannot guarantee that your order is ready for collection if you drop by without one.

    Self-collection will be at our office/warehouse, located at 19 Kallang Avenue #02-153 Singapore 339410. Our opening hours are Monday to Friday, between 10am to 7pm (excluding eve and public holiday).

  • Do you deliver on weekends or at night?

    Yes we do deliver on Saturdays (Sundays are family time!), between 9:30am to 2:30pm or 1:30pm to 6:30pm depending on delivery areas. Do note that there is an extra charge of $10 for Saturday delivery. A gentle reminder that some Condominiums have strict delivery curfew on weekend, so do remember to check out with your condo management!

    We also deliver in the evenings, between 6:00pm to 9:00pm, with an extra charge of $10. Evening deliveries are only applicable for those living in HDBs and Landed, as Condominiums do not allow for delivery after 6:00pm.

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 hello@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 b2b@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 hello@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. 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?

    You store credits will be automatically applied to your cart if you have any.

    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 14 days of placing your order, you may write in to us at hello@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 14 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 30 days from the date your items arrive in our warehouse. For furniture orders, you'll be able to choose any delivery date within 30 days from the date your order will be ready for delivery.

    Extra storage fees are applicable if you need to hold your order for more than 30 days. Simply send an email to hello@hipvan.com with your order number and preferred delivery date, and our Customer Happiness team will get back to you.

Delivery

  • How much are the delivery fees?

    For orders above $250, you get to enjoy free delivery! For orders below $250, delivery fees range from $6.99 to $14.99, depending from product to product.

    In general, the standard delivery fees for orders below $250 are:

    Furniture items only $14.99
    Homeware items only $6.99
    Saturday delivery extra charge of $10

    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 or at night?

    Yes we do deliver on Saturdays, between 10am to 3pm (Sundays are family time!) Do note that there is an extra charge of $10 for Saturday delivery.

    We also deliver in the evenings, between 6:00pm to 9:00pm, with an extra charge of $10. Evening deliveries are only applicable for those living in HDBs and Landed, as Condominiums do not allow for delivery after 6:00pm.

  • Do you ship internationally?

    HipVan currently has three separate stores in Singapore, Malaysia and United States. The items you see on HipVan Singapore cannot be shipped to the other two countries, or any other countries. The same applies to HipVan Malaysia and HipVan USA. 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 hello@hipvan.com to check with our Customer Happiness team.

About my order

  • I'd like to combine my orders.

    No problem! Simply send your order numbers to hello@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 hello@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 hello@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 hello@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 $250.

  • 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 hello@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 bulk furniture without an elevator, we will be charging standard fee of $10 per item per flight of stairs. 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 15% 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 hello@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 hello@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 2:30pm
      1:30pm to 6:30pm

      Kindly note that delivery slots are not interchangeable due to routing, but you will receive a system generated 2-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 not be able to pre-schedule a delivery date as it will be delivered via a local courier. Once everything in your order arrives at our warehouse, we will dispatch the parcel to the courier team who will attempt your delivery within 3 working days. They 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 30 days from the date your items arrive in our warehouse. For furniture orders, you'll be able to choose any delivery date within 30 days from the date your order will be ready for delivery.

    Extra storage fees are applicable if you need to hold your order for more than 30 days. Simply send an email to hello@hipvan.com with your order number and preferred delivery date, and our Customer Happiness team will get back to you. Due to warehouse space constraint, we seek your understanding that such requests will be on case by case basis and subjected to additional storage charges.

  • 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 hello@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 hello@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 $250.

  • Can I self-collect my order?

    Sure thing! All you need to do is leave us a note during checkout and send us an email at hello@hipvan.com, with your order number and the date you would like to collect your order. Please wait for a confirmation from our Customer Happiness team before dropping by, as we cannot guarantee that your order is ready for collection if you drop by without one. If no previous delivery attempts have been made to deliver your order, your shipping fees will be fully refunded the day after the parcel has been collected.

    Self-collection will be at our office/warehouse, located at 19 Kallang Avenue #02-153 Singapore 339410. Our opening hours are Monday to Friday, between 10am to 7pm (excluding eve and public holiday).

  • Do you deliver on weekends or at night?

    Yes we do deliver on Saturdays (Sundays are family time!), between 9:30am to 2:30pm or 1:30pm to 6:30pm depending on delivery areas. Do note that there is an extra charge of $10 for Saturday delivery.

    We also deliver in the evenings, between 6:00pm to 9:00pm, with an extra charge of $10. Evening deliveries are only applicable for those living in HDBs and Landed, as Condominiums do not allow for delivery after 6:00pm.

    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 hello@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:

    Medium size disposal $15
    Large size disposal $40

    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 hello@hipvan.com to confirm the amount.

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 hello@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 15% 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.

  • 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 hello@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 hello@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.

      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 Original packaging
      3. Item is not marked as "As-Is" 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.

    2. 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 15% 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 (15% 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.

    3. 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.

    4. 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
  • 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 hello@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 hello@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 3 working days after collecting back the returned goods. For cancellation (before an item has been shipped), your refunded amount will also be processed within 3 working days. Depending on your bank's clearing out policy, it may take the bank another 5 - 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.

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 hello@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 hello@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!

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