FREQUENTLY ASKED QUESTIONS
1. ORDERING
1.1 Do I need to register an account in order to shop with you?
Yes, you must register an account before purchasing to make sure that you are able to track your order. You can now sign up an account using email or social media account, or you can first start shopping and create your account before you check out at the shopping cart page.
1.2 How to create an account?
Please click on “Login/Register” followed by ‘Create an Account’ and fill in your personal particulars.
1.3 How to order?
Shop for the items you want and add into your shopping cart. When you have finished, proceed to your shopping cart and click on check out. Ensure that all information is correct before confirming your purchases and payment made.
1.4 I have problems adding items to my shopping cart?
You will be able to add the item as long as it is available. There could be an instance where the item is in someone else’s shopping cart hence the status of the items is reflected as “Temporarily Unavailable”.
1.5 How do I pay for my orders?
We accept payments via senangPay, FPX and all major credit and debit cards such as Mastercard, VISA and American Express.
1.6 Can I amend and cancel my order?
Unfortunately, you are unable to cancel an order once it has been placed. This is to allow us to pack your orders efficiently at the same time to minimize errors. It is advisable to check your order before placing it.
1.7 How can I use the discount code?
Key in the voucher code at the field “Voucher Code” and click “Add” in your Shopping Cart page before proceeding to check out. Please note that we are unable to manually apply the voucher code to your order if you have missed keying it during check out. Kindly ensure that all information is correct before confirming your purchase.
1.8 How will I know if my order is confirmed?
After you have placed your order, you will receive an acknowledgement e-mail from us as a confirmation to your order. However, do note that orders will only be shipped when your credit card payment has been approved and billing and delivery address is verified. Alternatively, you may check the status of your order in “My Account” if you are a registered user.
2. SHIPPING & DELIVERY
2.1 When will my order be processed?
All orders will be processed within 2 working days, excluding weekends and public holidays. Time stated is based on Kuala Lumpur, Singapore Time (UTC/GMT +8hours).
2.2 How long will it take for me to receive my order?
The Standard courier delivery time frame is approximately 5 working days while the Express courier is approximately 3 working days from the time of placing your order. This is applicable only to all Malaysia deliveries. For all international deliveries, the time taken is dependent on our logistics partners and their affiliates.
However, we are unable to guarantee that all orders will be delivered within the stipulated time frame. Our aim is to have your items shipped out as fast as possible except for some circumstances where unfortunately it is beyond our control for example courier service delays or any emergency cases happened. Please refer to “Order Tracking” to track your order.
2.3 How can I track my delivery?
Once the order has been dispatched, an email confirmation will be sent to you with the tracking number. You may check and track the delivery status of your orders through our “Order Tracking” page or local logistics partner official website with your 6-digit Order Number.
For International deliveries, you may track your orders here.
2.4 What are the shipping charges like?
Shipping is FREE for all local deliveries only via Standard courier. For international deliveries, you may select your item and proceed to the check out as charges are based on weight and volume. Upon entering your delivery details, we will auto calculate the delivery charges based on your given address without the need for payment or registration.
2.5 Can I change my shipping address after my order has been confirmed?
Unfortunately, we are unable to redirect orders once your order is confirmed. Therefore, please ensure you provide the correct shipping address before check out.
2.6 There is a missing item in my order, what should I do?
We apologize for sending you an incomplete order. Please contact our Customer Care Team at [email protected] . We will get back to you as soon as we can.
2.7 I’ve received a defective item, what should I do?
We apologize if you had received a defective item from us. Please contact our Customer Care Team at [email protected] with a snapshot of the product and we will get back to you as soon as we can.
2.8 I’ve received an incorrect item, what should I do?
We apologize for sending you the wrong item. Please contact our Customer Care Team at [email protected] and we will get back to you as soon as we can.
2.9 I’ve purchased the wrong size or color?
We do not provide exchange for size or color. We do however, accept returns of products purchased by customers from us. You can refer to our Returns & Exchanges policy here and its procedures.
2.10 I have not received my parcel, what should I do?
Kindly drop an email to our Customer Care Team at [email protected] if you have not received your parcel after 10 working days and we will assist you accordingly.
2.11 Will there be an additional charge for redelivery?
There are no additional charges for redelivery up to two times. It is chargeable on the third attempt onwards.
2.12 I have yet to receive my parcel within the stipulated time frame. Whom can I contact?
You may check the status of your parcel via “Order Tracking” to detect your parcel latest location and find out the reason of delayed. Alternatively, you may drop us an email at [email protected] and we will assist you further.
