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1. Do you have a retail shop in Malaysia?
Yes, we have a office/outlet at 11-1, Jalan Remia 4, Bandar Botanic, 41200 Klang. Do call us at 03-33240017 to make prior arrangement before coming to our outlet.
If you dont want to buy via online, you can buy from our network of distributors through out Malaysia. Kindly go to webpage : Where to buy " to get listing of distributors.
2. Is it safe to enter my personal information on your website?
We keep all our customers' personal information strictly confidential, and only use these information in accordance to our privacy policy.
3. Can I place my order over the phone/email? Why should I sign up as a member?
Of course, you can place your order over the phone or email if you are not comfortable about entering personal details online. However, we would encourage you to purchase online as our website is fully secured with authorised payment gateway privided by nbepay from www.netbuilder.com.my In addition you can track your orders online and also earn discount/coupon for your online purchases !
If you are using yahoo mail, hotmail or gmail, most prob our email will be ended into the junk mail box, if you did not received any email from us after registration or after submitting your order, please check your junk mail box.
Yahoo mail may have blocked all our outgoing mail to their yahoo mailbox, if you are using yahoo mail, please add our email
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, into your yahoo mail setting or else you will not receive any of our email sent to you.
4. Will I be able to track my package?
Yes, you will be given the tracking number once we have shipped out your order. For orders within Malaysia, we send your orders via POSLAJU. You can track & trace your order at http://www.poslaju.com.my/track.aspx
International orders will be procesed through FedEx. You can trace & track your orders at Fedex website http://www.fedex.com/Tracking
How long does it take to process/deliver my order?
1. We will only process an order after payment is received, processing usually will be within 1-2 days.
2. For Malaysia/Singapore/Brunei order, delivery will be within 1 - 3 working days.
3. For International order, delivery will be within 5-7 working days after processing your orders.
5. What is the currency used for purchasing?
All international purchases will be in US Dollars (USD) and Malaysia purchases will be in Malayisa Ringgit (MYR)
6. What are the payment methods for Malaysia orders?
For Malaysia orders, you can choose the following payment options:
1. Credit Card ( Visa / Master Only )
2. Paypal
3. Online Internet Banking/ATM transfer by all major banks such as CIMB / MAYBANK / HLB ect.
4. Cash On Delivery ( Orders above RM200 Only )
5. Bank in or ATM transfer to bank account (our main account : aura wellness spa sdn bhd : 1248-0000-1271-09). Email payment proof or SMS to (012-3720103) to notify the bank in details.
7. What are the payment methods for International Orders?
International Orders will be able to make payment by:
1. Credit Card ( Visa / Master Only )
2. Paypal credit card payment gateway
8. How can you assure me that my order will be delivered after I make payment?
We are a legitimate, government registered (registered with Company Commission of Malaysia) private limited company. We have an office in Malaysia at 11-1, Jalan Remia 4, Bandar Botanic, 41200 Klang. Our main credit card payment gateway company is MOL pay & most importantly we are linked with local banks for online transfer. With all this information, you have no worry after making your payment. And the most important is, we are not a home based company ( home base means doing business at home just for part time earning only).
9. For credit card payment, should the billing and shipping address be the same ?
Not necessarily be the same. However, we reserve the right to cancel an order if the billing address is in country A and the shipment address is in country B. The reason for the cancellation is for credit card fraud management. Usually, we will not ship to your credit card billing address, we will only ship to the shipping address that you provide us in our shopping cart system.
10. I just purchased a product but it was damaged during postage, what should i do?
Please notify us if you have received a defective item within 5 days after purchase and item must not be used. Exchange will be void in this case. We will replace the damaged product with new product
11. Will there be any replacement if my package is lost?
Yes. All orders are shipped via registered post or courier agent such as POSLAJU (Malaysia orders) or FedEx courier (international orders) which need to be signed by you upon receiving. If you did not receive your package, please email us to inform that you did not receive your package and provide us your order details.
After we got a confirmation from our postal agent that you really did not receive your package, we will replace you with the same item and ship to you again.
Please note that this replacement policy is only for one time use only.
12. What is the transit time or shipment delivery time for the orders ?
Generally, all local orders will be delivered by poslaju within 1-2 days from the date of shipment. Order processing may take another 1-2 working days. You can track the Poslaju delivery via http://www.poslaju.com.my/track.aspx
For international orders, the delivery by FedEx courier may take around 3-5 working days from date of shipment.Order processing may take another 1-2 working days. You track your your international orders at http://www.fedex.com/Tracking
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