ONLINE ORDERING FAQ

Payments

What payment methods are accepted?

We accepts Online Banking payment for Maybank2u, CIMB Clicks, Bank Islam, RHB, Hong Leong Bank, Bank Muamalat, Public Bank, Alliance Bank, Affin Bank, AmBank, Bank Rakyat, UOB, Standard Chartered.

How do I know if my payment was successful?

You will receive an email notification saying that we’ve received your order and it is now being processed.

Where can I request an official receipt?

No official receipt will be provided. The invoice received is consider as proof of payment.

Where can I find my invoice?

Invoice are attached with the Order Received email. You can also find it in your Orders dashboard. Click on Download Invoice (PDF) to view your invoice.

Delivery

Can I pick up my order at ALFA and Friends office?

No. We do not provide you with a self-service delivery location to pick up your order.

Do you deliver during weekends and holidays?

Unfortunately, our courier partners are unable to deliver during weekends or public holidays. Please expect to receive your order on working days only.

Can I track the status of my order?

Yes, you can. Along with your order confirmation. Once your order has been shipped, a tracking number and link will be sent over to your email so you can track your order. You can also find the tracking link in your Orders dashboard. Click on View to view the order details and click on Track.

I can't track my order on courier tracking page. What I need to do?

If you are unable to track your order on the courier tracking page, your order might have just been handover to our respective courier partner. The tracking information with our logistic partners will be available within 24 hours after shipping.

Please contact [email protected] with your order number if you are still unable to track it by the following business days after item has been shipped out. We will assist you to resolve the issue with immediate action.

How can I know exact date and time of the delivery?

We are unable to provide you with an exact date and time of the delivery. Delivery times are influenced by your shipping destination and the courier partner’s delivery schedule in your location.

Can I schedule the delivery based on my availability to receive the item?

Unfortunately, this is not a service currently available. You may, however, contact the courier to see if they can schedule your delivery to a time that is convenient to you. For you to attempt this, your order must already be Shipped.

Orders

Where is my order?

Your order should arrive within 10 working days upon successful payment. You should also receive a tracking link once your order is completed and out for delivery, so check this out for any delivery updates. If the delivery time frame has passed and you’ve still not received your items, please get in touch with us at [email protected].

Can I cancel my order?

No. Once you have placed an order with us, our team work hard to make sure we are promptly starting to pack and process your order, therefore once you are charged we are unable to interfere with this process.

Can I amend my order once it has been placed?

As soon as you place your order, we work on the dispatch process as quickly as possible, if you decide you want to amend your order please call us on +603 8052 5198 and we will try to accommodate where possible. However, please note that once the order has been dispatched we will not be able to make any amendments to it.

Where is my order confirmation?

Once you have placed an order, you should receive an email confirmation sent to the email address you provided at checkout. If for some reason, you did not receive this email, please check your spam/junk folders. If you still cannot find this, please check if that your order was initially processed in your Orders dashboard and if you are still having problems please contact [email protected]!

What should I do if my order is missing?

If you have not received your order within the allotted delivery time frame, please notify us by email at [email protected] within 21 days of the date on which you ordered the products.

What do I do if I've received the wrong item?

If you’ve received the wrong item in your order, please contact us within 10 working days upon receiving the item at [email protected] where we will be able to advise you further on the next steps.

(Note: For faster process, we really appreciate if you could get back to us within 48 hours.)

There's an item missing from my order, what should I do?

If you receive your order and an item is missing, please contact us within 10 working days upon receiving the item at [email protected] where we will be able to advise you further on the next steps.

(Note: For faster process, we really appreciate if you could get back to us within 48 hours.)

I've received a damage or defective item, what can I do?

If you’ve received a damage or defective item in your order, please contact us within 10 working days upon receiving the item at [email protected] where we will be able to advise you further on the next steps.

(Note: For faster process, we really appreciate if you could get back to us within 48 hours.)

Account

How do I change my password?

You can change your password in your Account Details dashboard. Enter current and new password, then click on Save Changes.

Is my personal information kept private?

Yes, in accordance with the new and updated data protection act we promise to keep your information private and secure unless otherwise stated in the privacy policy. To read more about our privacy policy please see here.

How can I remove my personal information from your database?

If you would like all information regarding yourself removed from our ALFA and Friends database, please email us at [email protected].