Do you price match?

At this time, we do not price match.

 How do I care for my furniture?

You may refer to our Care and Cleaning page to learn more about caring for your furniture.

 Can I order by telephone?

At this time, we cannot take orders over the phone. Please visit ashleyfurniture.com.bn or shop a HomeStore near you. Click here for Store Locator.

 What forms of payment are accepted?

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

 When is my credit card charged for an online purchase?

For home delivery purchases, the credit card is charged on the day of your purchase.

 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.

 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.

  • Apple Safari
  • Google Chrome
  • Microsoft Internet Explorer 11+
  • Mozilla Firefox

 Can I finance my online order?

No. We do not provide any financing service for online orders.

 Do you have financing plans?

No. Currently, we do not provide any financing plans.

 Do you offer installments?

Unfortunately, we do not offer installments for online purchases.

 How do I check the status of my online order?

Your order is ready for online status-tracking shortly (15 minutes approx.) after it is placed! If you have created a Jackhan SDN account when placing the order, go online and log in to My Account, then click on Order History.
Guest order tracking is also available online; navigate your mouse to my account at the top of the page, click order status, and then enter in your confirmation number, your email, and your billing postcode, under the area of unregistered customer order status. (To find your confirmation number check the email we sent you when your order was placed online.)
If you checked out as a guest, please call Customer Care at 267-0668 Monday through Sunday, 9am to 8pm, except Friday 12pm to 2pm when are closed, and we will be happy to assist. Have your confirmation number, email, and billing Postcode to use this service (confirmation number is located within your emailed order confirmation.)

 Can I make changes or cancel my online order?

No. Please call Customer Care at 267-0668 for assistance.

 How do I know if my items are available immediately?

After you place items in the shopping cart for delivery, product availability will appear along with an estimated delivery time period

 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).

 Do you sell gift cards?

No. Currently, we do not sell gift cards.

 How do I update my online account information?

  • Click on My Account located in the upper right-hand corner of this page.
  • Click on the Sign In button displayed in the drop-down menu.
  • Enter your account email and password and click the Sign In button

 

Now that you are signed into your account, click on Account Info located under the Manage Account menu located on the left side of the page.
Under the General tab, by clicking on Edit, you will be able to edit your Name, Email, Password, and Default Shipping and Billing Address you may have saved within your account.
 
Under the Settings tab, you will be able to manage your opt-in/out email settings associated with your account.
 
Other options under the Manage Account menu include viewing your Order History, viewing and modifying your Address Book, Help & Support, and managing your Wish Lists.

 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?

Jackhan SDN is independently owned and operated and each location is free to set their own prices.

 Are all Jackhan SDN products available online?

We showcase an incredible assortment of sofas, mattresses, accent furniture, and dining sets on our website; those available for purchase will vary. Our online assortment is continuously expanding, check back regularly for new items. In addition, unique items continue to arrive at your Jackhan SDN. 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.

 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. 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 www.store.ashleyfurniture.com.bn or find the store nearest to you.
At this time, we are unable to support custom-made 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 shapes of sofas (traditional sofa, sectional or reclining sofa) and also, offered in different sizes but the same fabric.

Smart and Safe Home delivery

We offer a contact-free delivery service and asks our guests Covid-19 screening questions prior to delivery. We also leave with sanitizing recommendations for the guests such as:

      • Social Distancing.
      • Temperature Screening.
      • Sanitizing Protocols.
      • Clean Hands.
      • Protective Equipment.

 

 How long will it take for my order to arrive?

There is a standard delivery period within 5 business days for products that are in stock. Otherwise, there will be an estimated 3 - 6 months waiting period for items that are not in stock or require pre-order.

 Can I request for a later delivery date?

We do allow delivery on a later date but there will be a separate charge for holding fee. An additional 10% fee will be added per month for the running consecutive months for all of the items that are on hold.

 How will my order arrive?

You will receive your order via In-Home Delivery.

 

After you place your order, you 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.

 Is rush delivery available?

Yes, please contact Customer Care at 267-0668, Monday through Sunday, 9am to 8pm, except Friday 12pm to 2pm when we are closed.

 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 deliver to all 4 districts?

Yes, we do deliver to all 4 districts, but there will be additional charges for deliveries to remote places in Temburong, Tutong, and Belait. You can contact Customer Care at 267-0668, Monday through Sunday, 9am to 8pm, except Friday 12pm to 2pm when we are closed, to confirm your delivery address.

 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. Please contact Customer Care at 267-0668, Monday through Sunday, 9am to 8pm, except Friday 12pm to 2pm when we are closed.

 What if I receive an incomplete order?

Please contact Customer Care at 267-0668, Monday through Sunday, 9am to 8pm, except Friday 12pm to 2pm when we are closed

 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, please contact Customer Care at 267-0668, Monday through Sunday, 9am to 8pm, except Friday 12pm to 2pm when we are closed.

 How do I measure for fit & 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 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 do not provide the service of replacing your existing furniture when we deliver your new furniture.

 How can I check the delivery status of my purchase?

Online Purchases
After completing your online order, we will send an email to you confirming the purchase and method(s) of delivery.
 
In-Home Delivery
The emailed confirmation you received after placing your order contains who to call for questions concerning delivery. You may contact Customer Care at 267-0668, Monday through Sunday, 9am to 8pm, except Friday 12pm to 2pm when we are closed.