(1) PURCHASE ENQUIRY
1. Which country are the merchandise imported from?
2. Can I get a discount on the merchandise?
3. Are all merchandise ready stock? And is there quality control?
4. After making my order, how do I know whether my items have been shipped?
5. What happens if I want to cancel my order after I have made payment?
6. Does the “ Price” include postage or shipping fees?
7. How can I find out more or inquire about the details of the merchandise?
Q： Which country are the merchandise imported from?
A： All our merchandise are imported from Korea, Japan, Taiwan and Hong Kong.
Q： Can I get a discount on the merchandise?
A： All merchandise in our store are sold at a fixed price, but you may always check back for our regular promotions.
Q： Are all merchandise ready stock? And is there quality control?
A： We have ready stocks and also pre-order stocks which are made of quality material and fabric. Please refer to descriptions in our Actual Merchandise photographs.
Q： After making my order, how do I know whether my items have been shipped?
A： We will keep you informed via email on details of shipment after receiving your payment. Thus, giving us your email address when ordering is very important.
Q : What happens if I want to cancel my order after I have made payment?
A : Customer must bear 30% of the merchandise cost as processing and handling fee.
Q： Does the “Price” include the postage or shipping fees?
A： Our price does not include postage/shipping fees. First 3 pieces or up to 1 kg, RM8.00 for local town and/or within Peninsular Malaysia (excluding East Malaysia). For purchases of 4 pieces & above, we will provide FREE Postage/Shipping within Peninsular Malaysia only (excluding East Malaysia).
Q： How can I find out more or inquire about the details of the merchandise?
A： The details of our merchandise are already stated in our webpage. If you have further inquiries about certain merchandise, you are welcome to submit your question to our email address chicescentuals@gmail.com and we will reply you as soon as possible.
(2) PAYMENT ENQUIRY
1. What kind of payment method is accepted?
2. How do foreign customers make their payment?
3. What happens if an item I have ordered is out of stock after I have completed my payment?
4. Do I need to inform after I have made my payment?
Q： What kind of payment method is accepted?
A： Chic Escentuals only accepts payment via online transfer or cash deposit into our MAYBANK account .
Q： How do foreign customers make their payment?
A： For foreign customers, please use BANK TELEGRAPHIC TRANSFER but the procedure will take around 5-7 working days to complete.
Q： What happens if the item I have ordered is out of stock after I have made my payment?
A： To avoid disappointment and/or inconvenience to all parties, we urge customers to please complete payment as soon as possible or within 24 hours after receiving our order confirmation. We do not reserve items for any customer as we sell on a FIRST COME FIRST SERVE BASIS. However, if after payment, the item that you have ordered is out of stock, you may choose other item/s as a replacement, or request for a refund. Please be advised that a refund, if applicable, can only be made to a MAYBANK ACCOUNT.
Q： Do I need to inform after I have made my payment?
A： After payment, please email us details of payment at chicescentuals@gmail.com with the following details:-
1. Order reference no.
2. Your name and contact no./email address
3. Payment details from Bank
4. Date and time of bank in/transfer
5. Amount deposited/transferred
Please note that an order will only be processed after we have received your payment.
Please inform us immediately (within same day or next day) after you have completed your payment. If we do not receive any notice, your order will be auto-cancelled and funds received will be confiscated. To safeguard ourselves from customers who make false purchase/payments, we will blacklist customers who have submitted two or more invalid payment notice.
(3) SHIPMENT
1. Which courier company do you use?
2. Is this courier company reliable? Is there any guarantee?
3. When the parcel has arrived, how do I check the condition?
4. If my parcel tracking states [consignee is not available], what does that mean?
5. Can I try the clothes before purchase?
6. When will I receive my parcel after I have made my order and completed my payment?
Q： Which courier company do you use?
A： We use POSLAJU, Nationwide Express and Kangaroo Express.
Q： Is this courier company reliable? Is there any guarantee?
A： POSLAJU, Nationwide Express and Kangaroo Expresss are the most common courier companies in Malaysia. Please check twice before you sign the courier receipt agreement/docket and if you find any problem with the merchandise, please do not sign the agreement/docket and return parcel to despatch person, then contact us immediately at email address chicescentuals@gmail.com.
Q： When the parcel has arrived, how do I check the condition?
A： When you have received your parcel, please open it and check before you sign on the courier receipt agreement/docket. If you find any damaged items in your parcel, please do not accept or sign the agreement/docket and return parcel to the despatch person. Once you have accepted and signed the agreement/docket, this means you have accepted the contents. However, if after you have opened your parcel, and you have any enquiry, you are welcome to submit your question at email address chicescentuals@gmail.com and we will reply you as soon as possible.
Q： If my parcel tracking states [consignee is not available], what does that mean?
A： If your parcel tracking states [consignee is not available], it means that there was no one in the house to collect the parcel when it was delivered to your house. As such, please provide us with a delivery address where we can make a successful delivery. Otherwise, you may call for a second delivery with the courier company at the following telephone numbers:-
Nationwide Express Hotline: 03-8073 3333
Kangaroo Express Hotline: 03-5518 8228
If customer has given an incorrect address or contact telephone number which leads to a package being returned, we will not be responsible for second time postage. Customer must pay extra postage and we will help redeliver.
Q： Can I try the clothes before purchase?
A： We are sorry but we do not allow customers to try our clothes before purchasing because we are an online store. We want our customers to receive only brand new merchandise. All accessories are not included unless stated.
Q： When will I receive my parcel after I have made my order and completed my payment?
A： After we have received your payment and your notice,
For Ready Stock (i.e. stocks available in our store), you will receive your parcel within 7-10 working days, excluding Sat, Sun and public holidays.
For Pre-Order Stock (i.e. stocks have to be ordered from overseas), you will receive your parcel within 14-16 working days, excluding Sat, Sun and public holidays and subject to custom clearance and weather conditions overseas.
To receive your order fast, please complete your payment early and/or within 24 hours after receiving our order confirmation via email.
For more information, please add us on chicescentuals.cbox.ws [chatbox].
(4) AFTER SALES AND NO REFUND POLICY
1. Is the actual merchandise exactly the same as the photograph?
2. How do I know if the clothes will fit my body measurements?
3. In what situation can I return the merchandise for exchange or refund?
Q： Is the actual merchandise exactly the same as the photograph?
A： Model Photograph is only for illustration purposes. The actual merchandise is 99% similar to the photograph. Different monitors display colors differently, and everyone’s definition of color varies, thus, we cannot guarantee that what you see in the photograph is exactly same in color with the actual merchandise, but it will be of the same base color. All accessories are not included unless stated.
Q： How do I know that the clothes will fit my body measurements?
A： All measurements of merchandise are clearly stated in our website. Before you decide to buy the merchandise, please check and confirm that the measurements will fit you first. All measurements may vary by 0.5 cm to 2.0 cm with the actual merchandise.
Q： In what situation can I return the merchandise for an exchange or refund?
A： [ALL GOODS SOLD ARE NOT RETURNABLE OR EXCHANGEABLE OR REFUNDABLE]
A merchandise is considered sold and accepted after customer has signed on the receipt agreement/docket provided by the courier company, thus, any exchange or refund is not allowed. Please be informed that all merchandise are checked twice for no prominent defects before packing/posting.
If customer insists on a refund, we will REFUND 90% of the total amount to their bank account with MAYBANK only. For other banks, we will charge additional RM2.00 for bank processing fee.
Please note the following return policy:-
1. Request to refund must be made within 2 days after the merchandise is received.
2. Customer must bear postage for returning the merchandise to us. We recommend that customer insure the package and deliver via a traceable method such as Poslaju or courier company.
3. The returned item must be in its original packaging together with its original tags and accessories, unwashed, and unaltered.
4. 10% of the merchandise cost will be deducted as processing and handling fee.
5. Refund will only be processed after the returned item has been received in good and saleable condition, with its original packaging, tags and all accessories.
6. Refund is only applicable to Malaysian bank accounts.
7. This return policy may be amended from time to time without prior notice.
We reserve the right to refuse a refund of any item if the above requirements are not fulfilled.
We do not entertain refund because of the following:
1. Minimal colour difference. Colours of merchandise are displayed as accurately as possible on our website. Different monitors display colours differently, and everyone’s definition of colour varies, thus, we cannot guarantee that what you see in the photograph is exactly same in colour with the actual merchandise, but it will be of the same base colour.
2. The customer doesn’t like the colour or style, and wishes to change to another colour or style or design.
3. Damages caused by customer’s careless handling upon/after delivery, for example, cutting a hole, jamming the zip, handling with dirty hands.
4. The merchandise is not up to expectation. Customer must check the photographs in detail and confirm that the measurements fit before placing an order.
5. Thread, fold, color, lining, uneven stitching, light colored clothes, small spots, small stain/s.
6. Actual merchandise is slightly different from the photo, such as buttons, material used, workmanship.
To all our valued customers,
Please place your orders ONLY if you agree and accept our terms and conditions above. Thank you.
Chic Escentuals holds the rights to these terms and conditions which are subject to amendments without any prior notice. Please check back frequently for updates.
Please understand that we are all working adults, thus, we may not be able to reply your email immediately but we will try to reply you as soon as possible. If you do not get our reply within 24 hours, please send us another message through email, chicescentuals@gmail.com.
THANK YOU AND HAPPY SHOPPING….!
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