Check the actual order first
Sign in to My Orders and open the relevant transaction. Confirm the product, order reference, date, payment status, and any fulfillment updates. Returns are assessed in the context of the particular item, supplier arrangements, order circumstances, and applicable consumer protections; there is no universal free-return period or automatic refund approval across the site.
Damaged or incorrect goods
Take clear photographs of the outer parcel, label, packaging, the item received, and the relevant defect or discrepancy. Compare the delivered item with the listing and the product details recorded when ordering. Preserve the packaging and the original order reference while seeking assistance. A short, unedited opening video may be useful for higher-value items but is not a universal requirement.
An order has not arrived
Check the recorded order status and available tracking information before assuming the parcel is lost. Delivery times depend on the actual product source, courier, destination, and any cross-border restrictions. If the recorded updates do not explain the situation, contact support with your reference number, last known status, and any courier details.
Refund eligibility and timing
Where a refund is due, the outcome and processing time depend on the individual circumstances and the payment method or processor. A refund being initiated is not the same as the funds already reaching your payment account. Do not rely on a fixed number of working days unless that timeframe is confirmed for your specific transaction.
How to request help
Use the available Contact & Support information and include your order reference, issue, dates, and relevant pictures. Share only the evidence needed to explain the problem; never send passwords, one-time codes or complete card details. The Terms of Service and applicable Malaysian consumer rights continue to apply.
