Frequently Asked Questions (FAQ)
Ordering
How do I place an order?
Simply browse our products, add items to your cart, and proceed to checkout. Follow the instructions to complete payment and shipping details.
Can I modify or cancel my order after payment?
Orders are processed quickly. Contact us immediately if you need changes. Once processed or shipped, modifications may not be possible.
Do I need an account to place an order?
No. You may check out as a guest. However, creating an account helps you track orders more easily.
Payment
What payment methods do you accept?
We accept the payment methods available at checkout, which may include online banking, credit/debit cards, and other secure payment options.
Is my payment secure?
Yes. All payments are processed through secure third-party payment gateways. We do not store your card or banking details.
Shipping & Delivery
Where do you deliver?
We currently deliver only within Peninsular Malaysia. We do not deliver to Sabah, Sarawak, or Labuan at this time.
How much is shipping?
- RM5.90 flat rate for orders below RM100.
- Free shipping for orders RM100 and above.
How long does delivery take?
- Processing: 1–2 business days
- Delivery: 1–5 business days
- Estimated total: 2–7 business days
How can I track my order?
Once shipped, a tracking number will be sent via email or WhatsApp. You may track it via the courier’s tracking system.
Why is my order delayed?
Delays may occur due to courier delays, weather conditions, public holidays, or peak order periods.
Shipping Issues
What happens if I enter the wrong address?
Please ensure your address is correct at checkout. We are not responsible for delays or losses caused by incorrect information.
What if my parcel cannot be delivered?
If delivery fails due to incorrect address or multiple failed attempts, the parcel may be returned. Additional shipping fees may apply for re-delivery.
Returns & Refunds
Can I return my item?
Yes. Return requests must be made within 3 days of receiving your order and must meet our return conditions.
What items cannot be returned?
We do not accept returns for used or opened items, custom products, clearance items, or items damaged due to misuse.
How do I request a return or refund?
Contact us with your order number, issue details, and photos (if applicable). We will guide you through the process.
Who pays for return shipping?
Return shipping is usually borne by the customer unless the item is defective, damaged, or incorrect.
How long does a refund take?
Refunds are processed within 5–14 business days after approval, depending on your payment provider.
Damaged or Wrong Items
What should I do if I receive a damaged item?
Contact us within 3 days of receiving your order with photos of the item and packaging.
What if I received the wrong item?
We will arrange a replacement or refund at no additional cost after verification.
Promotions & Discounts
Can I use more than one discount code?
No. Only one discount or promotion can be used per order unless stated otherwise.
Why didn’t my discount work?
Discount codes may be expired, limited, or not applicable to certain products.
Can I apply a discount after placing an order?
No. Discounts must be applied during checkout.
Account & Support
What are your customer service hours?
We respond within 1–3 business days during working days. Messages outside business hours will be attended to the next working day.
Order Fair Usage
Can my order be cancelled by the store?
Yes. We reserve the right to cancel orders due to fraud suspicion, promotional abuse, bulk misuse, or any activity that violates fair usage.
General
Can policies change?
Yes. We may update policies from time to time. The latest version will always be published on our website.
Are your policies legally binding?
Yes. All purchases are governed by our Terms & Conditions, Return & Refund Policy, Shipping Policy, and Privacy Policy.