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FAQ
What are the procedures for the various development to webshop orders?
a) Customer decides to cancel the order?
- Management‘s decision will be made depending on the reasons or explanation given by the customers
- An option for the refund can be given in the form of credit dollars for future purchases. However, we will consult with the customer on the final preferences
b) Customer decides to change or upgrade the model of the chair?
- SSC Order Services will advise the difference in prices and provide customer with the company‘s bank details to remit the additional payment to secure the order
c) Customer didn‘t want to pay surcharges?
- SSC Order Services, on receipt of customer‘s decision on email, will seek direction from the management to waive off the surcharge or cancel the order
- Management will either approve to cancel the order or advise SSC Order Services to proceed to process the order, on exceptional ground
d) Customer requested to deliver order to different country?
- Selling prices will be worked out for customer based on supply and deliver the products to the requested destination
- This intention must be made known by the customer at the time of ordering and prior to payment
How do Finance track additional payment from the customer into the company‘s bank account to advise CustOps to proceed with delivery?
a) Finance will check the receipt of the amount based on the payment advice/receipt shared by the customer with the Haworth bank account
b) It usually takes about two or more working days for the remittance to be reflected in Haworth‘s bank account
c) Once the fund is confirmed credited in the bank account, SSC Order Services will be notified to place order for the parts/ products in Swing
Does Haworth allow return of product after delivery and being used for a few days/weeks?
a) Haworth‘s T&C doesn‘t provide for return policy after orders are delivered
b) Exception will be given with the approval of the management
c) If return is approved by management, freight cost to return the product will be borne by the customer
Does Haworth allow 1 to 1 exchange for defective product?
a) Haworth‘s warranty policy applies. However management will decide on 1 to 1 exchange if need to
How do customer purchase service parts and who should be contacted?
a) Customer can send an email directly to the Shopping@haworth.com for inquiry
How and where can customer get the product technical details?
a) Customer can send an email directly to the Shopping@haworth.com for inquiry
b) Otherwise reference can be made to the technical documents posted on the webshop
How much are the shipping costs?
a) Shipping costs are included in the pricing across the entire product range for delivery within the limit of metro cities
b) Additional surcharge will apply for delivery outside metro cities within the market
Is it possible for customer to self-pickup the product in the warehouse and deduct the delivery cost?
a) Not allowed
How long does delivery take?
a) The delivery time is shown for each product on the webshop
Attention: Due to the Covid-19 pandemic, the shipping service provider may experience delay
What payment methods are available?
a) We currently offer payment via the standardized PayPal and Stripe service for India market
- PayPal – Paypal credit + More Paypal payment options (for most markets)
- Stripe – Comfortable credit card payment (for India)
Is the shop secure? Are my data protected?
a) Data in the shop are well secured in every respect. You can also learn more about the level of security in our privacy policy
What happens after ordering?
a) On receipt of your order, we will confirm receipt of payment + shipping address and start preparing the products to fulfill your order
b) Our Customer Service will contact you in due course to schedule a convenient date and time to deliver the order
Will I receive an invoice for my order?
a) Our invoice will be sent to your email for your reference
Please do not be confused if you receive the invoice from another email address, it will be sent automatically from our ERP system.
Why do you want to know my country and address of residence?
a) This information will enable us to plan in appropriate logistical support to service your order
b) You will also know early in the ordering process if your location is within the metro city and there is any surcharge on delivery cost
FAQ
How do Finance track additional payment from the customer into the company‘s bank account to advise CustOps to proceed with delivery?
a) Finance will check the receipt of the amount based on the payment advice/receipt shared by the customer with the Haworth bank account
b) It usually takes about two or more working days for the remittance to be reflected in Haworth‘s bank account
Does Haworth allow return of product after delivery and being used for a few days/weeks?
a) If our product unfortunately did not meet your expectation, there is the option to return it back to us within 14 days after delivery.
How to send back our products?
a) Please keep the original packaging to repack the article in case
b) Write us an email to Shopping@Haworth.com with your address and we’ll help co-ordinate the pick up with you
c) Once the product is returned, we’ll reimburse the funds back to your account
Does Haworth allow 1 to 1 exchange for defective product?
a) Haworth‘s warranty policy applies. However management will decide on 1 to 1 exchange if need to
b) Please send an email to Shopping@Haworth.com and include pictures to show the defect
How do customer purchase service parts and who should be contacted?
a) For any further questions customer can send an email directly to the Shopping@haworth.com for inquiry
b) You can’t order headrest, yet as these require a special installation
- However, we are more than happy to assist you on your requirement with the option to reach out to our specialist retailers to support you to order and install the headrests
- Please follow the below this link
How and where can customer get the product technical details?
a) Reference can be made to the technical documents, videos and product data sheets posted on the webshop
b) For other further questions customer can send an email directly to the Shopping@haworth.com for inquiry
How much are the shipping costs?
a) Shipping costs are included in the pricing across the entire product range
Is it possible for customer to self-pickup the product in the warehouse and deduct the delivery cost?
a) Not allowed
How long does delivery take?
a) The delivery time is shown for each product on the webshop and once the product is handed over to the delivery serice, tracking ID is sent out to the customers
Attention: Due to the Covid-19 pandemic, the shipping service provider may experience delay
What payment methods are available?
a) We currently offer payment via the standardized PayPal and Stripe service for India market
- PayPal – Paypal credit + More Paypal payment options (for most markets)
- Stripe – Comfortable credit card payment (for India)
- Credit card
Is the shop secure? Are my data protected?
a) Data in the shop are well secured in every respect. You can also learn more about the level of security in our privacy policy
What happens after ordering?
a) On receipt of your order, we will confirm receipt of payment + shipping address and start preparing the products to fulfill your order
Will I receive an invoice for my order?
a) Our invoice will be sent to your email for your reference
Please do not be confused if you receive the invoice from another email address, it will be sent automatically from our ERP system once your product leaves our warehouse.
Why do you want to know my country and address of residence?
a) This information will enable us to plan in appropriate logistical support to service your order
b) You will also know early in the ordering process if your location is within the metro city and there is any surcharge on delivery cost
How about Warranty?
Here you can check out our warranty
Why is the Company field mandatory?
The reference of your company does not affect your invoice.
- it is only a note to draw the conclusion to our corporate clients
If your are not related from a corporate client or don’t want to share this info with us just input Private or so.
What does the different order status means?
a) Pending payment
- Payment has been authorized by the payment provider and will be captured after we process your order
b) Order failed
- Either the payment failed or something else went wrong, please try to place a new order
If you need further assistance, please contact us on Shopping@Haworth.com
Am I able to design / configure my own product?
At the moment not.
To enable us to ensure speedier processing and delivery times, the products we offer within our online shop are set to standardized configurations.
Your discount code enables you access to these standard versions and finishes if you have received one from one of our corporate clients.
We trust this meets your expectations, however, should you require different configurations, we can assist you by referring you to our specialist retail partners.
Please follow this link
It is important to note that your discount code can only be used within our online shop
Why is my coupon code not working?
Usually this should not happen.
- You may try to delete your cache / browser history and try again
If it does happens, there is a system issue and we will fix that asap. Please inform us on Shopping@Haworth.com.
Note: If the your coupon code will apply two coupons per item, there is an issue on the system and we will correct or cancel the order in the backend.
Where do I find assembly instructions?
a) For some products you will receive a PDF in combination with your order confirmation mail
b) Videos and instructions are available on the product pages
