Frequently Asked Questions

We process all orders as soon as we receive them. Delivery time frame varies depending on delivery address. We will update you via email once your order is ready for pick-up or shipped. We endeavor to deliver your items as follows:

• You may contact Our Home Online Customer Care at 0917 850 8053, email at opns.oh.onlinestore@smretail.com or send us a message on the message icon at the lower right of the screen.

• Kindly indicate the following details.

Complete name:

Order number:

Order date:

Reason for cancellation:

       Our team shall respond to you immediately for the next steps.

• You have three (3) business days from the date of purchase to cancel an order.

• Mode of refund will vary based on original payment mode. You should expect to receive your refund within 4 weeks

• Credit Memo is a valid document issued by the store when customers return an item. The customer may use it upon issuance and can be consumed at any Our Home branches.

• OTC via Nonbanks (e.g. 7/11)
• OTC Bills Payment via Banks
• OTC Bills Payment via MSPG
• Bills Payment thru online banking
• Ewallets
• Debit Card
• Credit Card

• If the shipper is arranged by the customer, then change will be provided by the shipper depending on agreement.
• If shipper is arranged by Our Home, full payment will be thru Paynamics.

• Debit Cards/Credit Cards (BDO, BPI, Bancnet, UBP, Metrobank)

• Call the customer care hotline of Our Home SM Megamall branch (0917 516 7581) for assistance.

• Customer will be notified at least 2 to 3 days prior to date of delivery.

• The Customer must assign a representative to receive the item thru an authorization letter.

• Our Home delivery truck, Transportify, Lalamove, and other provincial third party delivery.

• Shipping fee is P500 for the 1st 3km and P100.00 per succeeding km for NCR and NLSL Stores. The point of reference is the nearest store located to the destination of delivery.

• Customer may check the fees at the "check out" button.

• Currently, we do not offer the option for multiple drops. However, customer may order multiple times if needed.

• It is possible upon request by customer.

• Customer units can be accommodated in Our Home’s warehouse 30 days upon payment. Exceeding days will have a storage fee of P100 per day.

• Yes, however gift wrapping is only applicable for accessories and small furniture items.

• To assist you virtually, call the customer care hotline of SM Megamall (0917 516 7581).

Furniture & Household Item Donations

Where can I donate furniture in Metro Manila?
You can donate furniture through OUR HOME's Segunda Mana program, in partnership with Caritas Manila. Just fill out our donation form, and we'll schedule a free pickup at your doorstep — no need to haul items anywhere yourself.

Where can I donate household items near me?
If you're in Metro Manila, Segunda Mana accepts a wide range of usable household items — furniture, appliances, home decor, and more — in good condition. Free pickup is available, making it one of the most convenient options for donating household items in the area.

What items are accepted for donation?
We accept furniture, accessories and other usable household items in good condition, such as tables, chairs, cabinets, and small appliances. Items should be functional and safe to reuse.

Is furniture pickup really free?
Yes — pickup is completely free for donors within Metro Manila. Simply fill out the donation form, and the Segunda Mana team will coordinate a convenient time to collect your items.

Where does my donation go?
Your donated items are resold at affordable prices by Caritas Manila, with 100% of the proceeds going directly to Caritas Manila's beneficiaries — supporting education, livelihood, and social services for the underprivileged.