Q1. How to place order?
To place order:-
- Click “Add to cart” button on the products you wish to purchase.
- Click “Checkout” nearby the “Shopping Cart” button.
- Click “Checkout” to proceed with the order.
- Fill in your billing address and click “CONTINUE”.
- Fill in your delivery address and click “CONTINUE”.
- Add comment about your order, if you have any, and click “CONTINUE”.
- Read and tick the terms and conditions box and click “CONTINUE”.
- Review products and click “CONFIRM ORDER”.
- Pay the total amount to our Bank Account.
- Upload the payment slip or email us the payment details.
Q2. What are the available payment methods?
At the moment, we only accept direct bank transfer to the following account:-
Bank : Maybank
Bank Account : -
Account Name : -
Please upload a copy of your payment slip to : Payment Notification
Email the details below together with the payment slip to email@example.com:
Bank Name :
Bank-in Date :
Bank Reference No :
Total amount you have paid :
Your Order No :
- Your order will be processed after we received the aforesaid details.
Q3. How to change personal information and shipping address?
- Log-in to your account → Click on “My Account” → Edit your account information, password or address.
Q4. I forgot my Password. What should I do to retrieve it?
- Click on “Lost Password?” and fill in your registered email in the box.
- Click Submit.
- A verification token will be sent to your email. Once you have received the token, you will be able to reset a new password for your account.
Q5. I have placed an order but I wish to cancel it, what should I do?
The order can only be cancelled if it is on Pending status.
- Please email our customers service at firstname.lastname@example.org with the message title “Request to cancel order” for further assistance.
Orders that are on Confirmed / Shipping status cannot be cancelled.
Q6. Do you accept currency other than MYR?
At the moment we only accept Malaysian Ringgit.
Q7. How long is the delivery process?
We will post Ready Stocks within 2 working days from the payment date.
We will post Pre-Order products within 12 days from the payment date.
* Delivery usually will take about 1 to 4 working day(s) after we posted the parcel over Poslaju couter.
Q8. Can I return or request for refund after I received the product?
CocoJar offers a 3-day guaranteed return policy that is intended to offer you peace of mind when shopping. You can return the new, unused and unworn product with all its original packaging to us within 3 days, IF:-
1: we have shipped the wrong product; or
2: the product is defective
- We fully understand how disheartening it is to receive defective goods.
Simply return the item to us and we will sort it out for you.
* The returned shipping cost is to be bear by customer.
* The re-delivery shipping cost is to be bear by our company.
1. Please email us the below information to request for product exchange/refund:
a. Your order number:
b. Reason (defective / wrong item/ others):
c. Action (to exchange / refund):
d. Attachment (eg. pictures of the defective part):
2. Once your request is approved and confirmed, please return the item to our business address.
3. After we received the returned product, we will ship a new product to you (if you request for exchange) or we will refund the paid amount within 2 working days (if you request for refund).
Q9. Why my request for return / refund is rejected?
We do not accept product returned for the following reasons:
- Product purchased is found to be slightly different in colour from the photographs shown.
- Defective product caused by the customer’s own rough handling after receipt of the product, for example, missing buttons, stuck zippers, tearing, stains, etc.
- Used product is strictly non-returnable, non-refundable and non-exchangeable. Customer is advised to check the product and make sure it is in good condition within 3 days and before using.
- Customer chose the wrong size or is unhappy with the design, style, quality, colour or pattern of the product. We urge you to check the measurement charts for the correct size or design before ordering.
Q10. I still have doubts!
Sorry that we are unable to clear your doubts in the F.A.Q page. Please drop us an email at email@example.com and we will be more than happy to assist you.