Frequently Asked Questions (FAQs) | High Home
- Are your products authentic?
Yes, we only sell authentic brand products. We are committed to providing our customers with high-quality and genuine items.
- Do you offer a warranty on your products?
Yes, we offer a warranty on all our products. The warranty period may vary depending on the brand and product. Please refer to the product description or contact our customer service for more information.
- How long does it take till shipping starts?
On average, made-to-order furniture takes approximately 8-10 weeks from the time of order placement until delivery starts.
For made-to-order lighting items, the average delivery time is usually between 4-8 weeks from the date of order placement until delivery begins.
- Can I track my order?
Yes, you can track your order using the tracking number provided. Simply visit our website and enter your tracking number in the designated tracking section to get real-time updates on the status of your delivery.
- Do you offer international shipping?
Yes, we offer international shipping to global. However, please note that additional customs fees, taxes, or duties may apply depending on your country's regulations. These charges are the responsibility of the customer.
- How can I contact your customer service?
You can contact our customer service team by emailing us at [info@high-home.com] or by chat on our website. We strive to respond to all inquiries within 1-2 business days.
- Can I cancel or modify my order?
If you need to cancel or modify your order, please contact our customer service as soon as possible. We will do our best to accommodate your request, but please note that once an order has been shipped, it cannot be canceled or modified.
- Do you offer wholesale (B2B) or bulk discounts?
Yes, we offer wholesale and bulk discounts for eligible customers. If you are interested in purchasing a large quantity of products, please contact our customer service to discuss pricing and availability.
- How much the shipping costs?
Shipping costs are automatically calculated based on the product's volume, weight, and distance to the final destination. You can check the shipping costs by entering your address on the payment page.
- Is VAT or tax included?
Products are shipped from EU countries. If the final destination is an EU country, tax will be charged according to the country-specific tax rate on the payment page.
If the final destination is not an EU country, no taxes are charged. However, please note that additional customs fees, taxes, or duties may apply depending on your country's regulations. These charges are the responsibility of the customer.
- How much customs duty would be charged during import or customs clearance?
Customs duty and value-added tax (VAT) are charges that may be incurred when importing goods or during customs clearance. The amount of customs duty and VAT depends on various factors, including the type of goods, their value, and the country's import regulations. It is important to note that these charges are determined by the customs authorities and are not controlled by High Home. To get accurate information about customs duty and VAT for your specific order, we recommend contacting your local customs office or relevant authorities.
- Are tariffs exempted for import or customs clearance?
If there is an FTA agreement with the EU, tariffs may be exempted in some cases. We recommend that you look into this possibility. High Home provides all related documents to our customers.
- Will I receive updates on the expected delivery schedule?
Yes, we'll keep you informed every step of the way. Once the brand schedules the expected delivery, we'll promptly share this information with you. Please note that this schedule may be subject to advancement or postponement based on various factors.
- What does it mean a product is made-to-order?
When you order a made-to-order product, it means that the item is not readily available in stock but is specifically manufactured or produced according to your preferences or specifications after you place the order.
- How can I purchase products that are not on the site?
If you are interested in purchasing products that are not currently listed on our site, please contact our customer service team at info@high-home.com. Our team will be happy to assist you in finding the product you are looking for and provide you with information on how to make a purchase.
- Why are the products on High Home so cheap?
At High Home, we are able to offer our products at affordable prices due to our direct partnerships with manufacturers and our efficient supply chain. By eliminating unnecessary middlemen and overhead costs, we are able to pass on the savings to our customers without compromising on quality.
- How can I check if the product is genuine?
To ensure that you are purchasing a genuine product, we recommend the following steps:
- Check the packaging: Genuine products will have high-quality packaging with clear branding and product information. Look for any signs of tampering or poor quality packaging.
- Verify the product code: Some products may have a unique product code or serial number that can be verified on our website. Enter the code on our verification page to confirm its authenticity.
- Look for official labels and holograms: Many brands use official labels or holograms on their products as a mark of authenticity. Check for these labels and ensure they are genuine.
- How can I check my order's the expected date?
At High Home, we strive to provide our customers with the most accurate and up-to-date information regarding shipping schedules for our products. We understand that knowing when your order will be shipped is important to you, and we want to ensure a transparent and efficient process.
When we receive schedules from brands or suppliers regarding expected shipping dates, we promptly send out emails to our customers. You could see the expected date on order status page and also the info would be sent by email. These emails will be sent from info@high-home.com, so please make sure to check your inbox for any updates. However, due to the nature of email filters, it is possible that these emails may end up in your spam folder. Therefore, we kindly ask you to also check your spam folder and mark our emails as "not spam" to ensure you receive all relevant information.
Before reaching out to our Customer Service Center to inquire about the shipping schedule, we recommend checking your email for any updates. Our system is designed to automatically send out emails if there are any changes to the schedule. By checking your email first, you can stay informed and save time by avoiding unnecessary inquiries.
If you have not received the shipping schedule email or if the deadline has passed without any updates, please do not hesitate to contact our Customer Service Center. Our dedicated team is here to assist you and provide any necessary information regarding your order.
At High Home, we understand the importance of timely and accurate communication. We strive to keep you informed every step of the way, ensuring a smooth and satisfactory shopping experience. Thank you for choosing High Home for your home decor needs.