Why isn't my promo code working online?

Each promo code has its own set of exclusions. First, check the accompanying exclusions on your promo code to see if there are any prohibiting the discount. As a general rule, Smart Buys, barstools, select dining chairs and sale/clearance items are excluded in promotions. Also confirm the expiration date on the promo code has not expired.

Can I visit Ashley Furniture HomeStore to see the product before purchasing online?

To find out if a store has the item you want, call or visit the Ashley Furniture HomeStore near you. Click here for Store Locations. Every store has a unique selection and may or may not have the item on display, please call first.

How can I find out which store carries a specific item?

Ashley Furniture Homestore retail furniture stores are independently owned and operated. Please contact Customer Service at your local store. Click here for Store Locator for the exact locations.

Do you offer replacement parts?

Call Customer Care at 1700 815 688, Monday through Friday, 8:30am to 6:00pm. When inquiring, please have item number and invoice number available so they can better serve you. You can find the item number on your emailed order confirmation or invoice.

Are fabric swatches available?

Visit your local Ashley Furniture HomeStoree to see fabric in more detail. Since every store carries a unique selection, we recommend calling the store to see if they carry the product you would like to see.

How do I touch up my furniture?

Most home improvement stores offer touch-up solutions in marker and “crayon” forms. All are easy to apply, simply match your furniture finish to the touch-up color, and follow the manufacturer’s instructions.

I need assembly instructions for my furniture. Where can I get them?

If the item(s) you purchased requires assembly, detailed instructions should have been included in the carton. Or you may contact us for a copy; please include the following information: your name and your email address or mailing address and the item number(s) you need to assemble. You may also, call Customer Care at 1700 815 688.

Does Ashley Furniture HomeStore make custom orders?

With more than 6000 items in our product line, we offer one of the largest selections of home furnishings available. In order to maintain high quality products at affordable prices, we choose to produce our furniture in large quantities, realizing cost savings, rather than making custom orders. You may view our online catalog at https://store.ashleyfurniture.com.my/ or find the Ashley Furniture HomeStore nearest you.

At this time, we are unable to support custom orders. However, some of our most popular items are offered in multiple sizes and colors to make it easy for you to find your style and your look. In our Living Room furniture selection, for example, you will see the same fabric available with different shape of sofas (traditional sofa, sectional or reclining sofa) and also, offered in different sizes but same fabric.

Can I buy an extra table leaf?

Each leaf is cut when the table is made; therefore additional leaves are not available.

What are Durapella

Durapella® and Duraplush™ are high-tech fabrics that are a breakthrough in comfort. Durapella® and Duraplush™ consists of 100% MicroDenier polyester suede, which provides the subtle look and elegant feel of suede, yet improved durability and stain-resistance. Everyday spills like coffee, wine and ink are cleaned easily and effectively with a mixture of low PH balance liquid soap and water.

What is DuraBlend

DuraBlend® upholstery offers the rich look and feel of leather using a polyurethane/leather blend to create a comfortable and economical alternative to natural leather. Fabric Contents: 57% polyurethane, 26% poly/cotton, 17% leather.

What is the difference between King size and California King size beds?

California King size is 4 inches longer and 4 inches narrower than King size.

Where can I find product dimensions?

Every product has an area featuring applicable measurements for how the item will fit in a room, or if it's an accent, how it will fit atop a table, bookcase, etc. Some products have additional dimensions, located under the "Dimensions" section on the product page.

Can I file a warranty claim online?

Click here to process a warranty claim.

How do I find my serial number?

Serial numbers are between 9 and 15 digits in length and are located in the following locations:

  • For the following categories, the label with this number is attached to your furniture either on the back of the unit or underneath the unit:
    • Bedroom Furniture
    • Dining Room Furniture
    • Home Office Furniture
    • Occasional Tables
    • Entertainment Furniture
  • For any upholstered furniture, the label with this number is attached to your furniture either under the removable seat cushion or underneath the unit/footrest.

What can I do if I have moved or my local store is no longer in business?

Chances are there’s an Ashley Furniture HomeStore near you. Click here for the store locator. If you need to file a warranty claim with us, click here. Please note: your warranty is no longer valid if you moved from the original place of delivery.

How can I remove my name from your mailing list?

Please contact us and include the full name and email address you want to have removed.

How can I unsubscribe from your email list?

Just click “Unsubscribe” located at the bottom of the email.

How can I get a catalog?

Many carry the most up-to-date catalog. In addition, you can view the catalog online.

Does Ashley Furniture HomeStore employ accounts receivables people who work from home or over the Internet?

No, we do not have accounts receivable employees who work from home or process payments via the Internet. Ashley Furniture Homestore invoices clearly state where payments are to be sent.

Does Ashley Furniture HomeStore charge a job application fee?

Are you looking for a great place to build your career? We are always looking for positive, hard-working team members. No application fee is required. Click here for available positions. Or, apply in person at any manufacturing facility.

Have you received a suspicious email about Ashley Furniture HomeStore?

Jackhan Furniture SDN/BHD has informed the Better Business Bureau that the Ashley Furniture Homestore name is being used on the Internet by someone not associated with Ashley Furniture Homestore, to perpetrate work-at-home and counterfeit check scams. Between November 2007 and August 2008, the company has received almost 8,000 inquiries from consumers who have received bogus email messages from scammers pretending to represent Ashley Furniture Homestore.

Generally, the scam email message informs consumers of a fictitious work-at-home position as an accounts receivable employee. Consumers who responded to the scam were sent counterfeit checks by the scammers, were instructed to deposit the counterfeit checks into their personal accounts, to deduct a commission, and to wire the remainder to someone representing themselves to be an Ashley Furniture Homestore.

Industries have posted an email scam reporting system with tips to avoid becoming a victim on its commercial website. Please take a moment to review the reporting system.

Who can answer my warranty question?

For In-Store Purchases:
If a problem should arise which you feel is covered by our Limited Warranties, contact the retailer from whom you purchased your furniture, to obtain warranty service. All claims must include the original bill of sale, the product serial number, and be filed within the applicable warranty period. Reserves the right to require defective parts to be returned upon request. You must make arrangements with the retailer to schedule the transportation of the furniture or parts from your home to the retailer or from the retailer to your home. If the retailer from which you purchased the furniture has closed and you need service, contact in writing or call our Customer Care.

Warranty and Retailer Information
Contact Us
Customer Service Phone Number: 1700 815 688.

For Online Purchases:
Call: 1700 815 688 Monday­­–Friday, 8:30am - 6:00pm.

How do I make a purchase without paying sales tax?

At this time we are unable to process tax exempt orders through online sales. When you accept the terms and conditions when placing your order online you are accepting the price of the tangible personal property, delivery fees, and estimated sales tax, along with the sales tax terms and conditions. Our products can be purchased tax-exempt from many of our retail locations throughout the country.

Click for the Store Locator.

Why do online prices and promotions differ from those at my local store?

Prices, styles, promotions and availability may vary by store and online.

How will my order arrive?

You will receive your order either via Standard Shipping or In-Home Delivery. The size and weight of your online purchase are factors that help us determine the most efficient delivery method.

Standard Shipping – We ship smaller, lighter items via courier or mail (e.g. UPS, Fed Ex, or USPS). Items may require assembly. You’ll receive notification as soon as the order ships.

Home Delivery – will deliver larger items one of two ways: directly from an independently owned and operated e (depending on the store proximity to the final destination) or via our shipping service.

After you place your order, will be contacted (typically within two business days) to schedule home delivery. Please arrange for an adult to be present when the truck arrives. We understand timing is important, so if you need to reschedule the date, contact the delivery provider as soon as possible at the phone number listed in your order confirmation. We request a 48-hour notice if you want to reschedule or cancel delivery. You may incur an additional fee if you reschedule less than 48 hours prior to delivery, or if no one is home when the delivery team arrives. If delivery does not take place within 30 days of the original scheduled delivery date, the order may be treated as a canceled order.

What if my item arrives damaged?

If your Standard Shipping item arrives damaged, please contact Customer Care within 72 hours and we will either repair or replace the item. For Standard Deliveries where a manufacturing defect is discovered after the 30-day return period, consult the manufacturer's warranty, if any.

Do you price match?

If you find a lower price from an online retailer on an identical, in-stock product, tell us and we’ll match it. The following limitations apply:

• The item must be identical, (i.e., size, model, SKU, quantity, brand, name, color)
• The item must be in-stock at the online retailer’s website and on our website at the time of the price match request
• We will not price match purchases for resale.
• We will not offer rain-checks for items that are not currently in stock
• The item must be sold and fulfilled by one of these online retailers:

Amazon.com
Wayfair.com
Overstock.com
Target.com
Hayneedle.com

We don’t match:
• Discounts applied in checkout
• Offers advertised as percentage off or dollar off (e.g., “15% off” or “$5 off”)
• Auction prices or those requiring memberships
• Prices that cannot be determined independent of other items, e.g., fees, shipping charges
• Bundle offers, rebates, coupons, mail-in offers, offers that include financing
• Prices that require a minimum quantity purchase
• Items that other retailers have listed as clearance, close out, liquidation, special hour/flash/limited quantity offers
• Damaged, used, or refurbished items
• Price errors
• In-store prices
• Prices as a result of pickup discounts
• Price matches to other retailers for prices shown from Thanksgiving Day through Cyber Week

Here’s how you can request a price match from us:

When making a purchase, send your price match request to us. Provide us with a live link to the other online retailer’s website that shows the lower price that you want to price match. We will then review and verify the price match request. We have the final decision for matching an online price. Some exclusions do apply.

How do I know when my items are arriving?

For Standard Shipping items arriving via UPS: a tracking notification will be emailed to you as soon as order leaves warehouse. The email contains information on how to track your order until it arrives.

In-Home Delivery orders: typically around two business days after purchase, the delivery service will contact you and schedule a delivery time at your convenience. They will also call you the day before delivery to further confirm the delivery time and date.

What if I don't want my item for any other reason than damaged?

Not completely satisfied? We accept the return of Standard Shipping item(s) within 30 days of delivery. Please note, customer is responsible for return shipping fees.

Can I order by telephone?

At this time, we cannot take orders over the phone. Please shop our website or visit a store near you.Click here for store locator.

How will my purchase be delivered?

The size and weight of your online purchase are factors that help us determine the most efficient delivery method.

Standard Shipping - We ship smaller, lighter items via courier or mail (e.g. UPS, Fed Ex, or USPS). You'll receive notification as soon as the order ships. Items may require assembly.

In-Home Delivery - will deliver larger items one of two ways: directly from an independently owned and operated (depending on the store proximity to the final destination) or via our shipping service.

What is your online return policy?

Many quality steps are taken to ensure your products arrive to you in excellent condition. It is very important you inspect the purchase upon arrival. If any damage has occurred, call Customer Care. In many cases, we can provide you with replacement parts and service as needed. Our return policy is as follows:

Standard Shipping Items

If your Standard Shipping item arrives damaged, please contact Customer Care within 72 hours. For other issues concerning Standard Shipping orders, call us within 30 days after delivery and we will either repair or replace the item. For Standard Deliveries where a manufacturing defect is discovered after the 30-day return period, consult the manufacturer's warranty, if any. Please note, return shipping fees apply.

In-Home Delivery For Items Ordered Online

You have 72 hours after a Home Delivery of an online order to report if an item is delivered damaged, defective or if you are unhappy with it in any way. Call the phone number on your emailed order confirmation and we will work with you to repair, replace or pick up the item for a return. Items ordered online for In-Home Delivery with manufacturing defects discovered after the 72 hour return period may be covered by the manufacturer's warranty, if any; please contact the customer service number listed in your emailed order confirmation for assistance.

Mattresses and Foundations

Mattresses and Foundations may only be returned if delivered damaged or later found to be defective. If your mattress or foundation is delivered damaged, contact the customer service number listed in your emailed order confirmation for assistance within 72 hours of delivery. Defects discovered more than 72 hours after the mattress or foundation was delivered may be covered by the manufacturer's warranty, if any.

What forms of payment are accepted?

We accept Visa®, MasterCard®, American Express® and Discover® cards. Only one credit card will be accepted per order as we are unable to process an order on two separate credit cards.

Can I return an online purchase to a store location?

If you received your order by Standard Shipping, there is information on the packing list on how to return your product. For In-Home Delivery orders, please call Customer Care for assistance with your return. Once the item is received, we will refund the cost of the item excluding shipping and handling fees.

When is my credit card charged for an online purchase?

For standard shipping, your credit card will be charged on the date the order ships.

For home delivery purchases, the credit card is charged on the day your order is delivered or the next business day.

In-Home Delivery Fees

In-Home Delivery fees are established by the team delivering your order: the individual Jackhan Furniture. Consequently, delivery fees and services may vary market to market. We encourage you to review the delivery fees listed in the shopping cart prior to submitting your order. Note: additional fees may apply for delivery above or below the ground floor, or for other unusual circumstances.

How can I get an exchange for furniture purchases made in store?

If you purchased in store, check the terms and conditions provided to you at time of purchase (sometimes they are located on back of your receipt). Each store is independently owned and operated; therefore, they set individual policies regarding exchanges. Please contact the store where you made the purchase. The store's phone number is located on your receipt or on ourstore locator.

What is a pre-authorization charge?

A pre-authorization is a type of pending bank hold used to check an account for validity or approve funding for a purchase you attempt to make. A merchant may pre-authorize an amount before you make a purchase (such as https://store.ashleyfurniture.com.my/ order), then submit a final charge later (such as when your https://store.ashleyfurniture.com.my/ order ships to you). That final charge amount is often different from the merchant's pre-authorized amount.

Another type of pre-authorization charge is for a purchase that was approved but won't be posted to your account until later. Keep in mind, a charge may be pending for a few days, which essentially holds the pending funds for the intended purchase but does not charge them permanently. Once the permanent charge is posted, the pre-authorization charge will "fall off" your account. (Timeframe depends on your financial institution). Contact your financial institution if this does not occur.

Is rush delivery available?

Your order is important to us. We begin preparing your products for delivery as soon as the order is received. Delivery times may vary if products are produced after receiving your order or if the products are in stock. Estimated Standard Shipping and In-Home Delivery time frames are provided when you select and place items into your cart. To check if we are able to expedite your order, please contact the on your emailed order confirmation or call Customer Care at 1700-815-688, Monday through Friday, 8am to 6pm (CT).

Why am I seeing multiple pending charges?

1: We will request one authorization against your credit card per order confirmation number. The sum of the authorizations will equal the total of your order.

2: If “Submit” is clicked more than once or if an address is entered incorrectly, then there is a possibility that multiple pre-authorizations will be sent. Only one of the pre-authorization will be charged to your account upon shipment of your order.

The remaining pre-authorizations will drop off in accordance with your financial institution’s withholding periods. We are not responsible for these pending authorizations.

How is sales tax charged?

All merchandise purchases are subject to sales tax based in accordance with the current state and local tax rates for the Standard Shipping/In-Home Delivery destination. Taxes are generally calculated on the total selling price of each item, which depending on local and state laws, may include discounts and shipping and processing charges.

What is the CVN or Credit Card Verification number?

This number printed on your card provides a security feature for purchases made using your credit card. For Visa, MasterCard and Discover Card, it is the last three digits printed on the back of the card.

For American Express, it is the four digits printed above the account number on the front of the card. It generally appears to the right of your credit card number.

CVN number is diagrammed here on the back right of a credit card

What internet browser do I need to shop online?

If you are using an older browser to navigate our site, your online shopping experience may not go smoothly. To help resolve difficulties while shopping or ordering, download the current version of any of the following recommended browser websites. Updating your browser with the latest version enhances website speed and functionality, as well as increases security and virus protection.

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At this time we are unable to process tax exempt orders through online sales. When you accept the terms and conditions when placing your order online you are accepting the price of the tangible personal property, delivery fees, and estimated sales tax, along with the sales tax terms and conditions. Our products can be purchased tax-exempt from many of our retail locations throughout the country.

Click for the Store Locator.

What is your privacy policy?

Click here to review our privacy policy.

Can orders be shipped to a P.O. Box?

Due to the size of our items, P.O. Box delivery is not available.

Do you offer layaway?

We do not have an online layaway, however, your local store may offer this service. Click here for store locator.

How do I know you've received my order?

You will receive an email with your order confirmation(s) after your order has been placed. Please review this email and contact us if anything requires correction.

What if I receive a wrong order or item?

If incorrect items are delivered or your order is incomplete, contact us and we will make it right. Call Customer Care at 1700-815-688, Monday through Friday, 8am to 6pm (CT).

Can I make changes or cancel my online order?

As soon as your order is placed, our fulfillment process goes into motion. To change or cancel an order, please follow the steps listed below. The sooner we receive a request, the faster we can revise your order.

Standard Shipping - Please call Customer Care for assistance. They will locate your order and see if it can be revised or cancelled. If the product has already shipped, you may return it under our Return Policy.

Home Delivery –To change or cancel an order, call Customer Care. They will determine where your order is in the process and whether it can be revised or cancelled. If you call at least 48 hours before the scheduled delivery time, we will refund the purchase amount, including delivery fees, as described under our Return Policy.

If you contact us less than 48 hours prior to the delivery date, we will refund the amount of the order less the delivery fees.

What if I receive an incomplete order?

In order to serve you as quickly as possible, items will ship as available and many times are sent using different delivery methods. It is common for Standard Shipping items to arrive separately. Items may require assembly. Larger In-Home Delivery items will also arrive in a separate time frame. To find out when your items are scheduled for delivery, go to My Account and click on Order History. You can also check on your order by calling Customer Care at 1700-815-688, Monday through Friday, 8am to 6pm (CT).

Why am I receiving the order in separate boxes?

Depending on the size of your order and availability, it is common for items to arrive separately and via different methods of delivery. To find out when your items are scheduled for delivery, go to My Account and click on Order History. You can also check on your order by calling Customer Care at 1700-815-688, Monday through Friday, 8am to 6pm. (CT).

Can I change my address after an order is placed?

To make an address change to your order, please contact Customer Care. For Standard Shipping orders, please call as soon as possible as our orders do ship quickly. We can accept address changes on most orders, however, orders financed through Synchrony® or PayPal® require cancelling order and re-processing.

How do I measure for fit and ease of delivery?

To avoid delivery day disappointments, measure the area you plan to place your new furniture in, as well as the furniture you have selected to purchase, before placing your order. Also measure any doorways (height and width) through which the furniture must pass to get to its final position in your home. Identify any delivery obstacles - is there enough ceiling clearance? Will the furniture clear the stairway or elevator? Can the piece be maneuvered around any right angles? Because of our commitment to providing you with outstanding customer service, as safely and efficiently as possible, delivery personnel are unable to hoist furniture or carry furniture up more than 3 flights of stairs. An elevator must be available for deliveries to the 4th floor and above.

How do I order a gift?

Gift wrap and gift enclosures are unavailable at this time. However, you can send your purchase to an address other than your own. At checkout, you will be given the option of entering a billing address and a delivery address. Shipping and delivery email notifications will be sent to both the billing and delivery email addresses. Order confirmation and invoice notifications will be sent only to the billing email address(s).

How should I prepare for delivery day?

Gift wrap and gift enclosures are unavailable at this time. However, you can send your purchase to an address other than your own. At checkout, you will be given the option of entering a billing address and a delivery address. Shipping and delivery email notifications will be sent to both the billing and delivery email addresses. Order confirmation and invoice notifications will be sent only to the billing email address(s).

How should I prepare for delivery day?

In preparation for your delivery, remove pictures, accessories, etc. from the walls to prevent damage. Also ensure that the area where you would like your furniture placed is free and clear of any items that may obstruct the passageway. Please secure your pets, furniture pieces can be large and heavy and we do not want anything to happen by accident. The delivery team will place the furniture in your room of choice. Our delivery teams are not permitted to move your existing furniture, electronics, or other household belongings and cannot set up lamps, hang pictures or mirrors on walls, or make electrical connections for entertainment units.

Can the delivery team take away my existing furniture?

Unfortunately, we cannot. However, there are many nonprofit organizations that will gladly come to your home and remove the furniture at no charge.

How can I check the delivery status of my purchase?

Online Purchases
After completing your online order, we send an email to you confirming the purchase and method(s) of delivery.

Standard Shipping - As soon as an order ships, you will receive an email containing the tracking number and name of the delivery carrier. Please refer to this email if you have concerns about the delivery status of an order. You can track the delivery status by clicking here.

In-Home Delivery - The emailed confirmation you received after placing your order contains who to call for questions concerning delivery. You can track the delivery status by clicking here.

In-Store Purchases
Contact the store where you made the purchase for questions about delivery. It helps to have the sales receipt handy when checking on your order. Click here for our Store Locator.

Do I have to set up an account to make an online purchase?

Guest checkout is available, so it is not necessary for you to set up an account. It is highly recommended that you create an account to make checkout, order tracking and warranty service easier in the future.

Why may prices online vary from the price at my local store?

Our stores are independently owned and operated and each location is free to set their own prices.

Are all products available online?

We showcase an incredible assortment of furniture, mattresses and decorative accessories on our website; those available for purchase will vary. Our online assortment is continuously expanding, check back regularly for new items that are being added daily. In addition, unique items continue to arrive at our stores. Click here for store locator.

Can I order catalog products online?

Not all catalog items are available to purchase online. To check availability online, find the item number that corresponds to the catalog product. Enter the number in the search box at the top of any page. Next, click the check price button, if the item is available for purchasing online, simply add it to your cart. If it is only available in-store, you can visit or contact a store about product availability. Click here for store locator.