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FAQ
Frequently Asked Questions
Ordering and Payment:
Promotions and Discounts:
Security and Privacy:
Customer Support:
Ordering and Payment:
Q: How can I place an order?
A: To place an order, follow these simple steps:
- Browse our website and select the products you wish to purchase.
- Add the items to your shopping cart.
- Proceed to checkout, where you’ll enter your shipping and payment information.
- Review your order and confirm the purchase.
For a more detailed steps, read our Shop Guide.
Q: What payment methods do you accept?
A: We accept various payment methods, including credit/debit cards (Visa, Mastercard), FPX, and various e-wallet options (Kiple, Touch ‘n Go, WeChat Pay, Alipay, Boost).
Shipping and Delivery:
Q: When will I receive my order?
A: We endeavour to ship out orders within 2 business days of receiving payment, although this can vary during peak seasons. Orders placed on Friday will be sent out Monday at the earliest. Orders placed the day before a public holiday will be sent out the next business day at the earliest. Typically, you should expect to receive your order within 5 business days. For more information visit our Shipping & Delivery page.
Q: Can I track my order?
A: Yes. Your tracking number will be sent to your email (usually around 6-7pm) once it’s handed over to our delivery partner, GDEX.
Q: My order status is displayed as “Completed” but I have not received the order. Why?
A: “Completed” means good news! Our warehouse team is currently processing your order and is going out to you soon!
Q: Do you offer international shipping?
A: No. We only ship within Malaysia.
Q: Do you offer free shipping?
A: Free shipping is available for orders above RM100 for West Malaysia & RM150 for East Malaysia.
Q: Can I change my shipping address after placing an order?
A: If you need to change your shipping address after placing an order, please contact our customer support as soon as possible. We’ll do our best to accommodate the change if the order has not been shipped yet.
Returns and Refunds:
Q: What is your return and refund policy?
A: Only damaged/faulty products or incorrect goods sent will be entitled for return or exchange. You may exchange your goods if the products in your order are damaged or faulty upon receipt, or if the goods you have received are not the goods you originally ordered. Exchange of goods is valid within 24 hours from goods received. For more information visit our Shipping & Delivery page.
Q: How do I cancel an order?
A: To cancel an order, please contact our customer support as soon as possible. If the order has not been shipped yet, we’ll process the cancellation and issue a refund. Visit our Contact Us page for all the relevant contact details.
Q: What should I do if I receive a damaged or defective product?
A: Kindly send us an email [email protected] or drop us a message on our social media (Instagram: @myeppo.official, Facebook: @myeppo.official). Visit our Contact Us page for all the relevant contact details.
Promotions and Discounts:
Q: Are there any discounts or promotions available?
A: We frequently offer special discounts, promotions, and sales events. To stay updated on our latest deals, visit our Promotions page or follow us on social media (Instagram: @myeppo.official, Facebook: @myeppo.official).
Security and Privacy:
Q: Is my personal and payment information secure?
A: Yes, your security is our priority. We use industry-standard encryption and security measures to protect your personal and payment information.
Customer Support:
Q: How can I contact customer support?
A: You can reach our customer support team through email [email protected] or drop us a message on our social media (Instagram: @myeppo.official, Facebook: @myeppo.official). Visit our Contact Us page for all the relevant contact details.