Frequently asked questions (FAQ)
1. How do I place an order?
- Choose your product
- Check product information
- Confirm shopping cart
- Enter your email
- Provide delivery information
- Choose your payment
- Place your order
- Receive order confirmation
2. How can I order without an account on the website?
You will need to login via facebook account or register in our website in a few easy steps.
3. Will I receive any order confirmation after placing an order?
Yes, an order confirmation will be sent to you through email.
4. Can I change delivery information for my existing order?
Yes, please contact us at email@example.com
5. Can I change/cancel an item/order in my existing order?
We do not offer an option to change/cancel an item/order in your existing order. Please contact usat firstname.lastname@example.org
We will help you to cancel your order manually if the order is not shipped. However, cancellation will not be entertained if your order has shipped out.
6. Why was my order cancelled?
Your order will be automatically cancelled if we do not receive any payment details from you within 2 days.
1. How much does it cost for shipping fee?
We offer free shipping throughout Malaysia, however, a shipping fee is applicable if your order:
- East Malaysia – RM 15 shipping fees for order below RM 40
- West Malaysia – RM 8 shipping fees for order below RM 30
2. When will I receive my order?
We will conduct a verification process once you successfully placed your order. After successful verification, a notification via email will be sent to you on the delivery tracking and you will expect to receive your order:
- In metro areas: 1 – 3 working days
- In non-metro areas: 3 – 7 working days
3. Can I schedule the delivery of my order?
Sorry, we are not able to guarantee delivery of your order for a specific time or date.
4. Can I pick up my order at Xuen.com.my office?
No, we do not offer this option.
1. Which payment methods does Xuen.com.my offer?
We offer several payment methods:
- Credit/debit card
- Online banking
- Bank transfer
2. How can I know if my payment was successful or fail?
An email notification will be sent to you once your order has been confirmed.
3. For bank transfer, how long do I have to make payment after I checkout?
We abide strictly to a 2 days deadline. Orders will be cancelled if you do not update us with your payment details within 2 days. You can resubmit a new order if you are not able to perform the transfer within 2 days.
1. How do I register for an account?
You can either login via facebook account or click on signup in the top right corner of the page. Just fill in the details and click “submit”.
2. I cannot log in to my account, what should I do?
You can click on “Forget Password” and we will send a link to your email address allowing you to create your new password. Then you can log in to your account with the new password.