Frequently Asked Questions

Need Help? We've got you covered!

Can I purchase your products in a retail store?

Currently, we only sell our products on the official website -

Do you offer COD (Cash on delivery)?

COD as a delivery method is unavailable for the moment. However, we do offer a no-risk return policy so we will make sure you get the right items you ordered.

What payment methods do you accept?

We accept credit or debit card, online banking (FPX), e-wallets and Atome Buy Now Pay Later.

Where do I apply my coupon code?

If you’re using a computer, please refer to the steps below:

- Add the item(s) you wish to purchase in your cart.
- Click on the “CHECKOUT” button.
- Review your order. 
- On the customer information page, enter your coupon code in the designated box and click “APPLY”.
- You should see the new order total once the code has been applied.

If you’re using your mobile phone or a device with a small screen, please follow the steps below:

- Add the item(s) you wish to purchase in your cart.
- Click on the “CHECKOUT” button.
- Review your order. 
- Click on “SHOW ORDER SUMMARY” to see the designated coupon code box.
- Enter your coupon code in the box and click on the “->” button.

You should see the new order total once the code has been applied.

Can I use more than one coupon code for my order?

Unfortunately, only one coupon code is allowed per order.

Can I still cancel my order or make changes to the shipping/billing information once the order is paid?

Our fulfillment team tries to process orders as quickly as possible. In most cases, we can no longer make changes or cancel an order after it has been placed. However, if your order requires changing and you catch us before your order is shipped, our Customer Success team may still be able to cancel/change it for you. Please contact them via our contact page.

How can I confirm my order was successfully placed?

Once you’ve placed your order, you will receive an order confirmation email containing your order number. Make sure to check your spam/junk folder as sometimes email can land there. If you still can’t find your order number, please feel free to reach out to our Customer Success team via our contact page.

How long does it take to process an order?

On average, our fulfillment team process/ship orders within 1 to 2 business days.

Is shipping within Malaysia free? How long does it take?

Shipping in Malaysia is free for orders over RM100. For West Malaysia, once shipped, your order should arrive within 2 to 3 business days. For East Malaysia, your order should arrive within 5-7 business days.

Do you ship outside Malaysia? What is the rate?

We ship to Singapore and the rate is RM29.

Where can I find my tracking information?

Once your order is shipped, we will send a tracking email to you. You can click the tracking link in the email to see your order status and tracking.

If you wish to get more information regarding the delivery status of your order, we recommend reaching out to the shipping carrier directly. They have access to the delivery status of your order so they could assist you better. Please use the tracking number associated to your order when inquiring about your package.

It rarely happens, but if the courier couldn’t assist you, please don’t hesitate to get in touch with our Customer Success team via our contact page so they could help you with your concern.

What to do if my package is missing?

While we’re not responsible for lost/stolen packages once the courier marks them as delivered, we’d be happy to help you locate your missing order. Please follow the steps below:

- Check with your family or neighbors as it’s possible that one of them received the package on your behalf.

- Check exterior doors or other places where the courier may have left your package (e.g. behind a plant). - There's a possibility that the courier left the package out of plain sight to ensure its safety (especially since these parcels do not require a signature).

If the package isn’t with your family or neighbors, please contact the courier and inquire about your package using the tracking number you received from our shipping confirmation email. It’s possible that the package is still with them and they just mistakenly scanned it as “Delivered”.

If you still can’t locate the package after this, please let our Customer Success team know that your order is missing and share your order number with them. You may reach our Customer Success team via our contact page.

What to do if I receive the wrong items or missing items for my order?

This rarely happens, but in the event that it does, please let our Customer Success team know via our contact page. We'll do our best to sort things out for you by sending the correct items and arranging any necessary returns. Thank you for your patience and understanding!

What is your refund policy?

We guarantee our Homi Dust Mite Vacuum will help remove allergens from your furniture.. That’s why every Vacuum (except those purchased during limited-time sales events) comes with a 90-day money-back guarantee.

If your vacuum doesn’t work for you for any reason, you’re 100% covered — simply reach out to our customer success team via our contact page and let them know why the product didn’t work for you. They will provide return instructions and once we’ve received the item back in good condition and its original packaging, we’ll provide you with a full refund for the item you purchased.

If you’ve paid for shipping, please be advised that we won’t be able to refund the shipping fee as the payment goes directly to our shipping partners. Please also note that all products purchased via limited-time sales events (11.11, clearance, etc.) are considered final and are not eligible for returns or exchanges.

What's your warranty policy?

At Homi, we stand behind the quality of our products 100%.

In the unlikely event that you aren’t blown away by the quality of your Homi products or you happen to encounter a manufacturing defect, let us know within 12 months from the date of purchase and we’ll exchange your Homi for a new one, free of charge.

Just reach out to our customer success team via our contact page and let them know what you’re experiencing so we can make it right. Please note that we can only offer replacements of the same product that you originally purchased.

Product Related

How to clean Homi Vacuum?

After using the Homi Vacuum, follow these steps to clean the filter.

1. Remove the filter from the cap by twisting it gently.
2. Use a brush or old toothbrush to dust off the filter.
3. Rinse the filter under water thoroughly to get rid of any dust and loose hair.
4. Leave the filter to dry before putting it back in the vacuum.

Please do NOT submerge the vacuum machine under water as it is not waterproof.

How long do I need to charge for the Homi Vacuum?

If you are charging for the first time, we recommend at least 4 hours of charging or until the red light turns green. Subsequent charges can be 2-3 hours or until the light turns green.

How do you use the Homi Vacuum?

To activate the Homi Dust Mite Vacuum, follow these steps:

1. Two quick taps on the first button to activate vacuum.
2. Tap once on the second button, and twice if you want maximum power.
3. Tap first button again to turn it off.

How do I make sure the dust mites and allergens on my furniture is removed?

To achieve the best cleaning results, we recommend covering the whole area of your mattress or sofa two times in each session to ensure all allergens are picked up.

It seems like my vacuum suction is getting weak, what should I do?

They are several reasons your vacuum's suction could become weak.

1. Battery not full. Make sure to charge your vacuum until green light.
2. Filter is full. Rinse the filter under water to remove the dust.
3. Suction hole is blocked. Remove the filter and check if there is any blockage on the suction hole (connecting to the main machine).
4. Filter cap not aligned properly. Make sure the opening of the filter cap aligns properly with the machine.

What Our Customer Says