Delivery

1. Where do you deliver?

Currently, we offer shipping exclusively within Malaysia!

2. How much does shipping cost?

Our shipping cost is depending on the total weight of the products in the cart.

3. How long does delivery take?

Delivery is within 3 to 5 working days. Sabah and Sarawak may take an extra day or two. You will receive an update on the delivery status of your order.

4. Has my order been shipped out yet?

Once your order has been processed and packed, we will email you a unique tracking code for you to keep tab on the status of your parcel at all times. This tracking code is sent to your registered email address. Please check your Junk Mail in case it’s there!

5. Oops! The item I received is faulty!

We apologize profusely for this blunder and we hope it doesn’t deter you from making future purchases. We want you to have a good experience with us so if a faulty item is sent to you, please let us know immediately.

Take a photo of your item (the part that is faulty) and include a short description along with your order ID and send to info@alfaandfriends.com. We will exchange your item for a new one. In the event your faulty item is out of stock, you may exchange the item with something else with the same value.

6. I received an incorrect item.

Do let us know immediately via email at info@alfaandfriends.com along with your order ID and we’ll get it sorted out for you.

7. An item is missing from my order.

Oh no! But not to worry! Send an email to info@alfaandfriends.com with your order ID and we’ll have it shipped out to you ASAP!

8. Which address should I ship my order to?

If you are at work, it would be advisable to ship to your office address because postal services like PosLaju operate between 8:30am to 8pm on weekdays and 8:30am to 5pm on Saturdays.

If no one is physically able to collect your parcel on delivery after two attempts, your parcel will either be held at the nearest PosLaju office to you or sent back to us.

9. Are items in my cart reserved for me?

Putting an item into your cart does NOT reserve or hold that item for you. Until you proceed to checkout and make payment, that item will be available to other buyers. Many items are available in limited quantities, so an item may sell out before you checkout.

Orders

1. How do I place an order?

  1.  First step is to register with us as a member by clicking here. 

  2.  All you need to do now is browse! You can search for something specific by using the search bar or if you’re looking for a particular type of item you can browse by category located along the top of the page.

  3.  select your item and click ADD TO CART button.

  4.  You can either click on the ‘Continue shopping’ button or review the items in your cart by clicking on ‘View cart & checkout’. 

  5.  If you’re happy with the items in your shopping bag, click ‘PROCEED TO CHECKOUT’ to complete your order. If you have a discount code you’d like to use, key it in the box provided before checking out. 

2. What do I do if there's a problem with my order?

Our customer service representatives are more than happy to help you. Email us at info@alfaandfriends.com and we’ll get back to you as soon as possible.

3. What payment methods do you accept?

You can either pay by:

  •  Visa & Mastercard

    If you check out in a currency other than your credit card’s currency, you may be subject to a currency-conversion fee from your card issuer. We recommend consulting your credit card provider for information on any applicable fees.

  •  Direct Online Transfer (Internet Banking such as Maybank2u, CIMB Clicks, Hong Leong Connect, RHB Now, Bank Islam Online, PBeBank, etc.)

  •  Public Bank cash deposit

4. I couldn't proceed with payment and my order status is Pending. How do I proceed?

Kindly contact us immediately via email and we'll assist in canceling your order so that you can place a new one. We'd ask for your kind assistance not to bank in/transfer the amount to our bank account as we can't guarantee the item you purchased is still in stock. In the case that you made payment manually and the item is unavailable, we will have to refund you in store credit. 

5. How do I cancel an item from my order?

You will need to call us at 03-80515298 as soon as possible.

If it’s too late, we will need to ask you to return the items and you will be reimbursed in the form of store credit. Click here for information on how to return an item.

6. Why was my order cancelled?

In most cases orders are automatically cancelled if we do not receive payments from you via MOLPay, or if no payment is made within 24 hours for direct bank-in. However if the amount has been deducted from your bank account, kindly email us at info@alfaandfriends.com and we'll sort it out right away!

7. How do I add an item to my order after checking out?

You will need to make a separate order altogether.

8. I received my order, but one of them is missing. What do I do?

We are terribly sorry about that! Please email us your order ID and the item you did not receive to info@alfaandfriends.com.

9. I've received an incorrect item in my order.

We are terribly sorry about that! Please email us your order ID and the item you did not receive to info@alfaandfriends.com. You will then need to return the incorrectly received item back to us. Click here for information on how to return an item.

10. Do you restock items?

Some items are restockable. Whenever we get a restock, we will usually announce it in our newsletter, so it’s good to check frequently.

11. Can you let me know when an item has been restocked?

Unfortunately, we are unable to do so. Sorry! We usually announce restocked items in our newsletter and Instagram, so don't forget to subscribe and check frequently!

Registration and online account

1. Do I need to register to shop?

Registering with us helps speed up the ordering process for you, as we would already have with us your billing and shipping details. It also allows you to keep track of your current and past order, and payment status.

2. How do I create an account?

Click here to register by filling in your details and following the instructions.

3. By registering, will I automatically receive updates on new arrivals and any ongoing sales and promotions?

No, not unless you sign up to our newsletter. By signing up, you will be the first to know of our new arrivals, exclusive discounts, promotions and flash sales.

4. Will you pass my details to any other companies?

No, we will not pass your details on to other companies. Don’t worry! All information you provide us with is strictly confidential and will not be shared with any third parties.

5. What do I do if I have forgotten my password or my password does not work?

If you’ve forgotten your password, just click the ‘Forgotten Your Password’ button and it will be emailed to you right away. If you still do not receive an email, write to info@alfaandfriends.com and we will assist you promptly.

6. What is your online security policy?

We want to make sure you’re safe and secure when you’re shopping with us online. Rest assured we do not sell nor disclose any customers' personal information to other parties for any purposes.

Returns

1. What is your returns policy?

Returns are accepted if returned within 15 days of receipt for replacement or in exchange with another product of same value.

For returns and exchanges, customers are advised to notify us first at info@alfaandfriends.com by quoting the order number and product details. Shipping costs are borne by the customer and we are not liable until item reaches our office.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

We do reserve the right not to allow the return of products or refund of any transactions although the condition above is met. 

Items that are damaged, marked or altered will not be accepted. Any items returned under these conditions and/or fall under non-returnable categories will be sent back to the customer.

2. How do I return something to you?

You can return any item to us within 15 days of receiving your order (just make sure your items are in the original condition and garment tags still attached). Email us at info@alfaandfriends.com and provide us with your order number, name of item and the reason for returning. Our customer service representative will be happy to assist you with the return process.

3. Where can I find the Return Form?

You can print the return form here.

4. Will you refund me my delivery charge?

You may drop off your parcel for free at your nearest PosLaju branch with the consignment note provided in your parcel.

However if you did not get one and/or you get charged for your parcel, send us a photo of the receipt and your bank account details. We will then refund the amount accordingly to your bank account.

5. I have been refunded the incorrect amount.

Do email us at info@alfaandfriends.com and we will update your store credit accordingly.

6. Have you received my returned items?

We will email you as soon as we receive and process the parcel to let you know that it is safely in our hands.

7. I returned an item and it was incorrectly refunded or replaced.

Do email us at info@alfaandfriends.com and we will check on your orders accordingly.

8. Can I come and collect or return a parcel in person?

We truly apologize as we don't accept walk-in pickup and/or returns at our warehouse. You may ship your item to us or arrange a free pick-up by emailing us at info@alfaandfriends.com.

Where is your physical store located?

Currently we do not have a physical store as our shop only operates online. However, our office is located at:

66-2, JALAN PUTERI 5/5,

BANDAR PUTERI,

47100 PUCHONG, SELANGOR

Contact number: +603-80515298


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