Frequently Asked Questions
How long is the delivery timeframe?
- We process all orders as soon as we receive them. Delivery time frame varies depending on delivery address. We will update you via email once your order is ready for pick-up or shipped. We endeavor to deliver your items as follows:
- Ready-to-order items: Please allow 3-5 business days for delivery arrangement.
- Made-to-order items: Lead time is 10 business days.
For Luzon:
- Ready-to-order items: Delivery may take 10-15 working days.
- Made-to-order items: Expect a lead time of 15-20 business days.
For Visayas and Mindanao (VisMin):
- Ready-to-order items: Delivery typically occurs within 15-20 working days.
- Made-to-order items: Please allow 25-30 business days for delivery.
How to Cancel an Order?
- You may contact Our Home Online Customer Care at 0917 850 8053, email at opns.oh.onlinestore@smretail.com or send us a message on the message icon at the lower right of the screen.
- Kindly indicate the following details.
Complete name:
Order number:
Order date:
Reason for cancellation:
Our team shall respond to you immediately for the next steps.
Until when can I cancel my order?
- You have three (3) business days from the date of purchase to cancel an order.
If I use my credit card/cash/gcashetc to pay and I want to refund an order, how long will it take?
- Mode of refund will vary based on original payment mode. You should expect to receive your refund within 4 weeks
What is a Credit memo for? When can I use it?
- Credit Memo is a valid document issued by the store when customers return an item. The customer may use it upon issuance and can be consumed at any Our Home branches.
What payments are available for Our Home online
- OTC via Nonbanks (e.g. 7/11)
- OTC Bills Payment via Banks
- OTC Bills Payment via MSPG
- Bills Payment thru online banking
- Ewallets
- Debit Card
- Credit Card
Does the courier partner provide change?
- If the shipper is arranged by the customer, then change will be provided by the shipper depending on agreement.
- If shipper is arranged by Our Home, full payment will be thru Paynamics.
What types of cards are accepted?
- Debit Cards/Credit Cards (BDO, BPI, Bancnet, UBP, Metrobank)
What if my card was charged the wrong amount, what do I do?
- Call the customer care hotline of Our Home SM Megamall branch (0917 516 7581) for assistance.
Will I get a call prior to delivery?
- Customer will be notified at least 2 to 3 days prior to date of delivery.
What if I am not home or cannot personally receive the order?
- The Customer must assign a representative to receive the item thru an authorization letter.
What if I am not home or cannot personally receive the order?
- Our Home delivery truck, Transportify, Lalamove, and other provincial third party delivery.
How much are the shipping charges?
- Shipping fee is P500 for the 1st 3km and P100.00 per succeeding km for NCR and NLSL Stores. The point of reference is the nearest store located to the destination of delivery.
Where can I check the fees that I will be charged for shipping?
- Customer may check the fees at the "check out" button.
Can I ship to multiple addresses?
- Currently, we do not offer the option for multiple drops. However, customer may order multiple times if needed.
Can I send a gift message on each delivery/package?
- It is possible upon request by customer.
Can I delay the shipment of my order?
- Customer units can be accommodated in Our Home’s warehouse 30 days upon payment. Exceeding days will have a storage fee of P100 per day.
Can I have an item gift wrapped?
- Yes, however gift wrapping is only applicable for accessories and small furniture items.
How do I get a personal shopper?
- To assist you virtually, call the customer care hotline of SM Megamall (0917 516 7581).