How can we help?
Ask a question or describe the problem you are facing.
Will my personal information be shared with third parties ?
I am having problems logging into my account.
– If you receive a message stating that your email address/password is not recognised – please follow the steps below:
- Please clear your cache and browser history. Close and open a new browser.
- Make sure you are using the same email address and password you registered with.
- If you are unable to recall your password, click on “forgot your password?” link on the page.
You will be prompted to enter your email address and a link will be sent to you to create a new password for your account
If you enter your password incorrectly three times, your account will be locked for 30 minutes. You will need to close and open a new browser after 30 minutes to re-sign in. If you continue to experience problems, please email firstname.lastname@example.org with the details and screenshots of the error.
What does “COMPLETE” status means ?
– It shows that the orders are confirmed and payment has been complete.
Why does my order status show “PENDING” ?
– Most payments are processed immediately unless if you are using Paypal as your payment method. Hence, it will take 24 hours for the to be approved once it is approve, the status will change to “COMPLETE”.
Can I amend my order after it has been confirmed ?
– Unfortunately, we are unable to amend any orders as we process immediately when payment is confirmed. Any amendments may cause delay in the delivery of your order.
Can I cancel my order ?
– Once payment is made, we are unable to cancel the orders. Please review your items before completing your orders. Once the status shows “COMPLETE”, it is will be process within 24 hours.
What do I do if I receive a faulty item or have a problem with and item ordered ?
– Contact us immediately at +6012 – 581 5618 with your order number, details and an image of the faulty items received. Please do not discard the items as we will need it to be collected by our courier.
What are your delivery options and how much is the shipping cost?
- Shipping is free for orders of RM250 and above within Semenanjung Malaysia only. Not applicable for Sabah and Sarawak & International addresses
- Please allow 1-2 days for orders to be processed and 3-5 working days for the items to be delivered.
- A shipping fee will apply if your total purchase amount is less than RM250.
- Shipping may take longer during SALE PERIOD, FESTIVE SEASONS & PUBLIC HOLIDAYS.
Do you ship to P.O Box ?
- As we require a signature for all packages, we do not ship to P.O Box. We only ship to valid residentals or home addresses to which we can ship the orders to.
How to track my order?
- You will receive an email with your tracking information and you can track it via https://www.citylinkexpress.com. Will I get charge for a re-delivery ?
- There is no re-delivery fee. If your are not available to receive the order, our courier partner will contact you to arrange a re-delivery at a suitable time. If you have any problems, please contact us at +6012 – 581 6618
What is the return and exchange policy ?
- We only exchange UNUSED faulty products or UNUSED item(s) that are damaged during delivery.
- Returns are accepted if the damaged item(s) are reported and returned within 3 days of the date items received (FOR LOCAL ORDERS) and 7 days (FOR INTERNATIONAL ORDERS).
Can I return purchased items and exchange with cash?
- Items returned cannot be exchanged or refunded in terms of manetory/cash.
- If you are unsure of the eligibility of returning damaged product, please contact our team at +6012 – 581 5618.
- We do reserve the right not to allow the return of products or refund of any transactions although the conditions above are met.
What happens if I am unhappy with the product I purchase or I changed my mind ?
- We do not accept return of items if you have made an incorrect purchase or you changed your mind after receiving the items. Please review your cart before completing the order.
Are your products authentic ?
- Yes. We work directly with the brands and authorised distributors to ensure that all products we sell are authentic.
Can I request or suggest a product or brand ?
- We’d love to hear from our customers, especially about products we do not currently carry. Feel free to send us an email email@example.com and address it to our Merchandising Department.