Customer Help
Our happiness team is always here to assist.
Common purchase queries answered
Orders and Shipping
If your delivery address is in Malaysia, we expect the courier to drop your parcel at home 2-5 business days after we sent it out to them.
You don’t need an accout to shop here. But it helps to have an account should you order frequently.
You may open your account here.
You can only change it only if your order hasn’t been shipped yet.
Because we process orders quickly to get them to you via our local couriers (like J&T, PosLaju, or DHL eCommerce), we cannot change the address once a tracking number has been generated.
How to request a change:
Contact us here and let us know your new address.
Check your order status:
Log into your account, go to My Account > Orders. If it says Processing, we can still change it. If it says Completed or Shipped, it is already with the courier.
If the parcel is already with the courier, you will need to contact the courier directly using your tracking number to request a redirection, though this may incur extra fees or delays depending on their policy.
Once shipped, we will email you the tracking number of your parcel.
Alternatively, you may use Track Your Order page.
No, we do not store your card details.
All credit card transactions are securely processed directly by our licensed payment gateway provider. Your financial data never touches our website or servers.
No we don’t.
We only serves Malaysia and a selected South East Asian countries for now.
The list are in our Shipping page.
Depending on the size of the items, we will try to make sure your orders come in one package.
However, for any reasons the items cannot be packed together, we will ship them separately.
If you need to swap an item
Returns and Exchanges
You may check our policy in details here.
We are so sorry about the mix-up! Let’s get the right item to you as quickly as possible.
Please contact our support team within 3 days of receiving your parcel:
What happens next?
- We will verify the issue immediately and arrange for the correct item to be sent out to you.
- We will cover all return shipping costs for the incorrect item via an EasyParcel return label that we will email/WhatsApp to you. You won’t have to pay a cent!
We are so sorry to hear this! We pack our orders securely, but transit mishaps can occasionally happen.
Don’t worry—we will take care of you.
Please reach out to us within 48 hours of receiving your parcel so we can arrange a replacement
What we will do:
Once received, we will review the damage and dispatch a brand-new replacement shipment to you immediately at no extra cost.
Please do not throw away the damaged items or packaging until we have processed your claim.
It depends entirely on your order’s current status:
If it hasn’t shipped (Status: Processing):
Yes! Please fill out our Contact Support Form immediately with your Order ID and your requested changes.
If you wish to cancel, we will void the order and process a refund.
If it has already shipped (Status: Completed/Shipped):
No. Once your parcel is with the courier, we cannot recall or alter the package.
You will need to wait for the package to arrive and follow our standard return/exchange policy.
Note: For successful cancellations, refunds via FPX online banking or credit card may take 7-14 working days to clear back into your account, depending on our payment gateway provider.