GENERAL FAQ
• How could I place an order? •
You can place orders by browsing through our Catalog or latest Pre-order to purchase our products at our web-store (here). Alternatively, you could also place your orders by sending us an email or Direct Message (DM*) on Instagram.
Do take note that we might miss your DM due to the algorithm of Instagram, therefore email is recommend for fast response.
**For Malaysia, Shopee (COMING SOON).
• I had changed my mind. How do I add/remove items or cancel my order? •
Completed orders are not allowed to change/refund and cancellation order.
• Are all of the items in stock? •
Our shop is running in a mix of ready stock & pre-order basis.
Pre-order items will be displayed as (PRE-ORDER) on the right-corner side on each product.
New arrival (ready stock) will be displayed as (NEW) on the left side on each product.
• How can I reach you? •
If you have any questions or items needed urgently, we suggest you to contact us via our email: [email protected]
Do take note that, we are a small team of 2 therefore your patience would be much appreciated.
PRE-ORDER FAQ
• If I want to join the pre-order, can I buy other ready stock items? •
Yes. However, we will only ship out the order together with pre-order items unless customer request. Additional shipping fee will be charged.
• I do not want to wait for so long, can I get my ready stock items first? •
Yes, but customers are advised to separate their orders in advance when placing an order on our website to avoid confusion. Hence, additional shipping fee will be charge.
IMPORTANT
• (NEW) I had joined a pre-order last week / last month, can I place another pre-order and combine all my orders and ship it together? •
Yes, but subject to additional shipping fee due to incremental of the overall weight of the parcel. Feel free to email us or DM us for combining order.
For more information on the ETA of each pre-order, click here.
PAYMENT
• What are the payment methods? •
For international, we only accept payments via PayPal with a flat rate (%).
Alternatively, bank transfer (Hong Leong Bank) option is available only for customer who is residing in Malaysia, Bank account number will be shown at checkout.
Customers who use bank transfer option must make their payment within 1 hour with scanned document/ receipt as proof and send to our email or Direct Message (DM) on Instagram. Otherwise, order will be automatically cancelled in our system.
Thank you for your cooperation.
SHIPPING INFO & DURATION OF DISPATCH
• When will my order be dispatched? •
Both Ready stock order and Pre-order order will have same duration for us to dispatch out the parcels.
Generally, ready stock orders will be dispatched out within 3-5 working days, between Monday to Friday. Once it is fulfilled and shipped, an email will be sent to you with your tracking number.
For pre-order orders, we highly recommend customers who are interested to join pre-order to read through here and understand the process and rules of our shop. Pre-order orders will be dispatched out within 3-5 working days once the items had arrived to our shop. Each different pre-order brand will have different estimated time of arrival (ETA), click here to know the ETA of each brand.
**Kindly inform us via email with your Order ID in advance if you would like to change your shipping address before we dispatched out your parcel.
Do follow us on Instagram (Story) or visit our website (Pre-order section) to know the status or estimated time of arrival (ETA) of each pre-order items.
• How long does shipping within Malaysia takes once parcel had dispatched out? •
The duration of delivery within Malaysia normally takes 3-5 working days for West Malaysia, while 3-6 working days for East Malaysia depends on the preferred courier chosen at checkout.
• How long does international shipping from Malaysia takes once parcel had dispatched out? •
The duration of delivery to international vary from different countries. Normally, it takes between 7-15 days and up to 30 days for the rest of the world depends on the custom regulation of the country.
We sincerely apologize for this inconvenience. Due to COVID-19 or custom clearance procedures, the shipments might delay. Kindly contact your local post office or relevant authority in the first instance with the tracking number given in the email. We will also try our best to assist you on this matter.
***Delivery to Australia, Canada, Brunei and Philippines might subject to longer delivery duration due to their strict custom clearance (may take up to 3 months). Do take notes that all estimated time of arrival and lead times shown above are estimates through third party shipping company, and we are not responsible for any delays.
**some addresses fall under an "out of delivery area" and there is an added surcharge for this. If your address happens to fall under this category we will reach out to you via email for options you can take.
• What is the shipping rate for local, Malaysia? •
We offer flat rate for shipping fee to customer who is residing in Malaysia. Customers who are staying in Malaysia can opt for preferred shipping courier at checkout.
**Different courier service will offer different shipping rate and estimated time of arrival.
Courier services available for West Malaysia: DHL, J&T Express, Pgeon.
Courier services available for East Malaysia: DHL, Pgeon.
• Do you ship to overseas, what is the shipping rate? • (International)
Yes, we shipped WORLDWIDE from Malaysia. International shipping fee is based on the total quantity of your order or flat rate depends on the different regions.
For more information about shipping rates on different region, click here.
• Do you refund shipping fees? •
Shipping fees are non-refundable
If you failed to claim your parcel or refused any shipments, you will be held responsible for the original shipping charges, plus the cost of returning the package to us.
• Shipping rates for my shipping cart is not available? • (International)
If there is no shipping option shown for your country at check out, kindly contact us and we will get back to you as soon as possible.
• May I use other shipping option or specific shipping company? •
Kindly contact us and we will do our best to assist you.
MY ORDER
• Why my order never arrived? •
Please contact us if your order has not arrived after 7 working days from the delivery date for local (Malaysia) and 31 working days for international, except for Australia and Canada, Brunei, Philippines.
• I received a damaged / incorrect item or missing item in my order •
As soon as you discover a fault or any damage goods in your parcel, please email us at [email protected] within 5 days of arrival with below details:
- Order ID: #
- Damage/Fault/Missing goods:
- Description of the damage/fault/missing, preferably with a photo:
- Instagram account (optional):
We'll get back to you as quickly as we can. We will not accept return or exchange of items if contacted after 5 days of arrival.
• Do I have to pay import duty or taxes and charges? •
Import duties, taxes and charges are not included in the item price or shipping charges. These charges are the buyer's responsibility. Please check the import duties or custom regulations of your country to determine the possible additional costs prior placing an order on our shop.
We will NOT be responsible for unclaimed parcel and unpaid custom duty.
RETURN / REFUND POLICY
• What is your Refund/Return Policy? •
Goods sold are not returnable and not exchangeable, unless damage or fault goods. Shipping fees are non-refundable.
Customers are responsible for shipping fees as well as duties on all returned items.
If the parcel for your order gets returned to us, no re-delivery will be arranged, unless customer request therefore additional shipping fee will be charge.
If the package is missing or disposed after delivery attempts by your local post office, we do not hold any responsibility for any unclaimed package.
For more information about Refund / Return Policy, click here.
• Do you refund shipping fees? •
Shipping fees are non-refundable.
If you failed to claim your parcel or refused any shipments, you will be held responsible for the original shipping charges, plus the cost of returning the package to us.
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dé.stationerist reserves the right to change these terms and conditions and policies at any time without prior notice.
