Commonly Asked Questions
The Info You’re After
Need assistance? Before picking up the phone, check out our answers to some of the most frequently asked questions below. If you can’t find the answer to your question here, get in touch with us.
My Account
Do I need to register to make a purchase?
No need. You can check out as a guest. However, we encourage you to create an account with us to become a member and enjoy the benefits we provide. You can also track your current and past orders through the dashboard if you register an account with us.
ORDER
1. How do I place an order?
You need to add items to your cart, then you will be redirected to Login or have the option to check out as a Guest.
2. What happens after an order is made?
You will receive an email confirmation of your purchase. You will also be given an Order Number. Orders will be processed within 3 business days after payment verification, and an email with tracking details will be sent once the order is successfully shipped. You can check the status of your order by logging into your H'four Collections account.
3. Can I add/remove/change items when a successful order is placed?
No, no changes can be made once a successful order has been placed.
4. Can I cancel my order?
Yes, you can request order cancellation however it is at the discretion of our team, depending on the reason you canceled the order (eg: duplicate order). To cancel an order, please send an email with the following details to group.hfourcollections@gmail.com so that we can process your request.
-Order Number
-Email address
-Phone number
-Reason for cancellation
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PAYMENT
1. What payment options do you accept on H'four Collections?
We accept payment via online banking as well as VISA and MASTERCARD credit/debit cards.
2. Can I request an official receipt?
Yes, send us an email with your order and contact details at group.hfourcollections@gmai.com and we will generate an e-invoice for you to perusal.
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SHIPPING AND TRACKING
1. How long does it take for my order to be shipped?
We will process and ship your order within 3 business days once your payment has been confirmed. Orders placed after 9 am will be processed on the next business day. A notification email regarding the tracking details of your order will be sent to you once the item is send for shipping.
2. How much will the postage fee cost?
All shipping fees will be calculated automatically based on the weight/dimensions of the parcel at the time of checkout.
3. When will I receive my order?
You will receive your order approximately 3-5 business days from the date the order was shipped.
4. Can I change my delivery address?
Yes, but no changes can be made to delivery details once the item has been processed/shipped.
5. What happens if my item is returned to the sender by the courier service provider?
In the case of a failed delivery, we will send an email to inform you and give further advice for re-delivery arrangements. An additional postage charge applies so that we can arrange a second delivery.
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RETURNS AND REFUND
1. Can I return the item I purchased?
Depends on the reason for returning the item. If the reason is the fault of the buyer, then we cannot process the return of the item. If the reason is the fault of the seller, then the item return process can be done.
2. Can I exchange the item I purchased?
Product exchanges are not available. You can place a new order on our website with your new choice of size, color, or collection.
3. When will the refund be credited back to my account?
We will carry out the necessary checks and arrange a refund in approximately 7-10 working days once you have arranged for the item to be returned to us.