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FREQUENTLY ASKED QUESTIONS 

PAYMENT METHOD

  1. What form of payment methods do you accept?
    We offer different payment methods through iPay88 and Stripe!

    We accept VISA, MasterCard and UnionPay for Debit Card or Credit Card payment through Stripe.

    For online banking we accept Maybank2u, CIMB Clicks, Am Online, Bank Islam, Bank Rakyat, MyBSN, Hong Leong Connect, HSBC, OCBC Bank, Public Bank, Standard Chartered Bank, UOB, Muamalat, RHB Now, Affin Online, Alliance Bank, etc.

    Plus, we also accept payment by e-wallets for Boost wallet, Touch N Go E-Wallet, GrabPay, KipplePay, etc.

    To avoid the possibility of any checkout errors, do make sure also to check that your overseas usage feature is activated. You may contact your local bank to enable this option.

    Please note that we do not accept any bank transfers, prepaid cards, and any other mode of payment unless specified above.

  2. Can I change my billing information?
    Sorry, we are unable to edit the billing address once you have successfully placed an order. Don't worry! As long as your shipping address is correct, you will be able to receive your order!

  3. I didn't get my confirmation email. Did I place my order successfully?
    If you didn't receive the order confirmation, don't place your order again until you're sure the order didn't go through or you may end up with a duplicate order. Please be patient if your order confirmation isn’t delivered to your inbox straight away – it can take a couple of hours. Please ensure that you're checking the correct email address you used to purchase your product with and check it falls into your spam/junk mail.

    After placing your order and making the payment, you will receive an order confirmation email, with the following information:
       Order Number
       Name
       Delivery Address
       Item Purchased

    Once your order has been processed and dispatched from our warehouse, we will send you a shipping confirmation email.

  4. Do you offer rewards/loyalty programs?
    Yes, currently we do have a rewards or loyalty program. We offer credit rewards for every purchase. The credit will be automatically awarded into your account after an order is completed.

    You can always claim the credit rewards for a discount for your next purchase.

  5. I'm charged twice. Please help.
    We are sorry to hear that! In such occasions, you will see it as a "Pending" transaction.

    Relax! A declined transaction could also appear as "Pending". When this happens, the transaction will not be cleared by the bank, and the amount will be reversed back to your account within 14 days.

  6. I'm getting an error upon checking out. What should I do?
    A processor decline indicates that the customer’s bank has refused the transaction request. Sometimes you can tell why it was declined by reading the response code, but only your bank can confirm the specific reason. Below are some of the common reasons for the declines:

    i) Do Not Authorize: The bank is unwilling to accept the transaction. Please contact the bank for more details regarding this generic decline.
    ii) Insufficient Funds: The account did not have sufficient funds to cover the transaction amount at the time of the transaction Please make sure there are enough funds in the account before retrying again.
    iii) Limit Exceeded: The attempted purchase exceeds the withdrawal limit of the account. Please contact the bank to change the account limits or use a different payment method.
    iv) Card Issuer Declined CVV: You entered in an invalid security code or made a typo in their card information. Please try again. If the decline persists, please contact the bank.
    v) Invalid Transaction: The bank declined the transaction, typically because the card in question does not support this type of transaction. Please contact the bank for more information.

  7. Someone stole my credit card and purchased it on your site. What should I do?
    If you think your credit card was used to purchase something on our website without your authorization, please contact your bank immediately. Let them know that your credit card was stolen and they will assist you accordingly.

  8. Which currency should I use?
    We currently accept only Malaysian Ringgit (RM) currency.

  9. How do you ensure my personal data is protected?
    We take our customer data protection very seriously and ensure you that your personally identifiable information is kept secure during your online transactions.

    For payments, we are using a certified payment gateway provider. All credit card details are encrypted through the Personal Data Protection Act 2010 (PDPA). We adhere to the standards set by PDPA as managed by the Law of Malaysia, which is a joint effort of brands like Visa, MasterCard, Amex and Discover. We, therefore, do not keep your credit card information. You can check that we use technologies that encrypt data during transmission in our URL, which starts with “https” instead of “http,” as the “s” stands for “secure”.

    While we use industry-standard precautions to safeguard your personal information, we also encourage you to only shop on sites that take secure payment methods, such as credit cards, as they likely give you buyer protection just in case there’s a dispute. It's also highly recommended not to do any online shopping when you’re using a public computer or when you’re using a public Wi-Fi network. It’s best to wait until you get home. Alternatively, you can use your smartphone as a personal hotspot, which is safer than free Wi-Fi.

    That being said, 100% complete security does not presently exist anywhere online or offline, so if you think your credit card might have been compromised in any way, it is important to take action right away and contact your credit card company immediately. In most cases, they have safeguards designed to help protect you and your purchases, and they will advise what your next steps should be to get it sorted out as soon as possible.


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