Frequently Asked Questions

How do I order from tohome.com?

Press the “Add to cart” button on the product you want, check your cart and press the “Check out” button. On the checkout page, check your shipping address, request a tax invoice if you need one, enter any discount code, choose a shipping method and a payment method, then press the “Confirm Order” button. The system will direct you to the payment method you chose. Once payment is finished your purchase is complete and an e-mail is sent to your inbox. If you cannot find it, please check Junk Mail.

Source: Order Process

Which payment methods can I use?

You can pay by bank transfer, online credit or debit card (VISA and MasterCard), QR-Code, or by installment with a KBank Smart Pay card.

Source: Payment Methods, Order Process

If I pay by bank transfer, how long do I have and what do I do next?

Please make payment within 3 days of the order date. If payment is not received within this period, the order will be automatically cancelled. After the transfer, please send proof of payment with your name, order number and telephone number to services@tohome.com or “Finance Department” fax number 0-2391-5445. Verifying your payment takes approximately 1 business day, and the company ships the products only after verifying the funds in its account.

Source: Payment Methods

What delivery options are available?

You choose a shipping method on the checkout page, for example picking up the product at the tohome.com pickup point, where Customer Service must contact you first, or express delivery by messenger, which is provided only in the Bangkok area. The Company ships products only to the address you specified during the ordering process.

Source: Order Process, Terms and Conditions

How long does delivery take?

Delivery timeframes are estimates only. The Company is not responsible for delays caused by Force Majeure or the operations of third-party shipping couriers, and orders are shipped only after the Company has received correct and complete payment confirmation.

Source: Terms and Conditions

How long do I have to return or exchange a product, and what are the conditions?

You can request a return or exchange within 7 calendar days from the date you received the product, if the product is defective, cannot be powered on or used, is an incorrect item, or has a manufacturing defect (excluding damage caused by customer use). The product must be in the same condition as received, with its original packaging, manuals, accessories, freebies, stickers and seals intact, and you must provide proof of purchase (receipt or order number). For other reasons, such as a change of mind, the Company reserves the right to approve or reject the request and may charge a restocking or service fee.

Source: Return & Exchange Policy

Which products cannot be returned or exchanged?

Products exceeding the 7-day return period; products heavily used, modified or self-repaired; activated software or opened software packages; special order or pre-order items; clearance or promotional items marked as “No return”; and products missing accessories, with damaged packaging, or in non-sellable condition.

Source: Return & Exchange Policy

How do refunds work, and who pays for return shipping?

After the Company approves a return, refunds are processed through the original payment method within 14 business days after inspection. Processing time may vary based on banks or service providers. You must send the product back through the method specified by the Company, and the shipping cost is your responsibility except in cases of manufacturing defects. The Company reserves the right to deduct applicable fees, such as restocking charges, if the return reason is caused by the customer.

Source: Return & Exchange Policy

What warranty do products have?

After the 7-day return period, products are covered under the brand’s Manufacturer Warranty and you must contact the brand’s service center directly. You must keep proof of purchase to claim warranty. The Company is not responsible for damages caused by misuse, accidents, improper environment, modifications or third-party repairs. Tohome.com also provides product claim services for items that malfunction due to technical defects under the brand’s warranty conditions.

Source: Return & Exchange Policy

What if a product is faulty when I first open it (DOA)?

The Company will replace the product with a new unit if it is faulty upon first use or immediately after unboxing, there is clear proof of a manufacturer defect, the claim is submitted within 7 days of receiving the product, and the product is in 100% new condition with seals and plastic intact, all accessories included and the box undamaged. Products with signs of use, missing accessories, a damaged box, or damage caused by improper use are not eligible.

Source: Return & Exchange Policy

How do I track a return, exchange or claim?

You can track the status through the Company’s online platform, the customer service phone number, or email. Please provide the Claim Number or Order Number to facilitate quick checking.

Source: Return & Exchange Policy, Terms and Conditions

How do I contact customer support?

Phone (+66)2-382-4000, email services@tohome.com, or LINE ID @yhm6073s. Business hours are Monday - Saturday, 9:00 AM - 6:00 PM (closed on Sundays and public holidays). Our address is 582/12 Sukhumvit 63 Road (Ekkamai), Khlong Tan Nuea, Watthana, Bangkok 10110.

Source: Contact Us, Terms and Conditions