+SHIPPING & TRACKING
Can I choose the courier service for my parcel?
All local shipment within Malaysia will be deliver using Ninjavan. For international delivery (outside Malaysia), Ninjavan, TNT Express and DHL Express is available. Note: the availability may vary depending on the service coverage area by respective partners.
How long does it take for my order to be shipped?
Once your payment has been verified, we will process and ship your order within 7 business days. Orders made after 1.00PM will be processed on the next business day. A notification email containing your order tracking details will be sent to you once the item is sent for shipping.
How long does SALE ITEM will be shipped ?
Due to high volume of orders, all SALE ITEM will be ship out within 7-14 of working days.
How much will the postage fee cost?
All local and international delivery fees will be automatically calculated based on the parcel’s weight/dimension and your shipping country during checkout.
When will I receive my order?
It will take approximately 7 business days from the order shipped date, for local delivery (West Malaysia) and 7-14 business days for Sabah and Sarawak. For international orders, the delivery time frame is subjected to the courier service provider, country of destination as well as customs clearance. The estimated delivery time frame is between 7 - 14 business days.
I have made my purchase but still did not receive my tracking number.
In this instance, your order may not be processed yet. A notification email with your parcel’s tracking details will be sent to you once our team has processed and shipped out your order, normally within 2 business days.
Why is my tracking number showing no record?
It may take up to 24 hours for our delivery partners to update the details of your parcel upon its pick-up. We appreciate your patience and you should expect your package to arrive within the estimated time frame. Kindly drop us an email with your order and tracking numbers to firstname.lastname@example.org in the event where the tracking details are not updated for more than 24 hours and our team will investigate further.
Can I change my delivery address?
You may check with our customer service on the status of your order. No changes can be made to the delivery details once the items are processed/shipped.
What would happen if I am not around when the courier partner arrives at my delivery address?
Our delivery partners will make 3 delivery attempts, or a note will be left at your doorstep if there's no one around during the delivery. You may contact them directly to check the status of the parcel or to arrange a self-pickup at their facility.
What happens if my item is returned back to the sender by the courier service provider?
In the case of a failed delivery, our customer service team will contact you and advise further for a re-delivery arrangement. Additional charges on postage may be imposed for us to arrange a second delivery.
Can I use my office address as a delivery destination?
Yes, you may use your office address as your delivery destination. Be sure to provide us with your full name, department and building name/floor to ensure the delivery is made accurately.
Is the Self-Pickup option available?
No, we do not facilitate self-pickups at the moment.
Do you ship to P.O. box?
Unfortunately, no, we are unable to deliver to P.O. boxes.
+INTERNATIONAL (DUTIES & TAXES)
What courier service is used for International delivery?
All International shipments will be facilitated by Ninjavan, TNT Express & DHL Express.
How much is the shipping cost to my country?
All shipping fees are calculated at checkout and will be based on the parcel weight/dimension as well as the delivery address/country.
Will I have to pay any additional taxes or duties?
All international deliveries may be subjected to import duties and taxes, which are levied once a shipment reaches your country. The amount may vary depending on the country of destination and you will be responsible for paying any additional charges for customs clearance. JannahNoe cannot control and is not responsible for any duties applied to your package. You should contact your local customs office for the fee calculations.
Do I need to register in order to make a purchase?
Yes, you need create an account before proceed to purchase on our website. By signing up an account, you could keep track of your current and past orders via the dashboard.
How do I reset my password?
Your account’s password can be reset by clicking “Forgot password?” on the login page. An email will be sent to your registered email address containing the link and steps for you to create a new password.
What happens after an order is made?
You will receive an email confirmation on your purchase and be provided with an Order ID. The order will be processed within 2 business days upon payment verification, and an email with the tracking details will be sent once the order is successfully shipped.
Can I add/remove/change items upon order successfully placed?
No changes can be made once an order has been placed. We highly recommend that you review your order before proceeding to checkout.
Can I cancel my order?
We are not suggesting you to request for an order cancellation. If you are insist, you can request for order cancellation but it will be subject to the discretion of our team, depending on your cancellation reason (e.g.: duplicated order). Kindly drop an email at email@example.com with the following details for us to process your request.
- Order ID:
- Email Address:
- Contact Number:
- Reason of cancellation:
What payment options do you accept on Naelofar.com?
We accept VISA & MASTERCARD credit/debit cards, HOOLAH via our payment gateway service providers. A full list of payment method options will be displayed upon checking out.
Do you provide Cash on Delivery (COD)?
Yes, we have only facilitated COD service for our customers from Malaysia and Singapore.
What is HOOLAH?
HOOLAH is a payment method where you can opt to pay via Instalment with 0% interest and no processing fee. All you need to do is choose HOOLAH as your payment option when checking out. Fill in your details to complete the registration/payment and the first instalment will be deducted upon completing checkout. More details can be found by visiting https://www.hoolah.co/my-en/ .
I was double-charged for my order, what should I do?
We advise you to quickly reach out to our customer service team at firstname.lastname@example.org and we will investigate with our finance department. Please be sure to supply us with the below details in the email:
- Email address:
- Contact Number:
- Payment Transaction ID:
- Date of Transaction:
note: Transaction ID can be obtained from the email notification sent by our payment gateway system upon successful transaction.
+RETURN & EXCHANGE
Can I return the item I purchased?
Yes, you can. If for any reason you are not completely satisfied with the item purchase, you may return your purchase to us. Kindly submit a request to our customer service representative at email@example.com and they will assist you for the return process. Please view our return policy on the type of items and conditions eligible for returns.
Are all items returnable?
You may refer to our Return & Exchange for the type of purchases which are not eligible for returns.
Can I return an internationally purchased order?
Yes you can. The same policy applies for international orders.
Can I exchange the item I purchased?
For online purchases, you may submit a Return & Exchange Request to our customer service representative at firstname.lastname@example.org for a exchange to be made. Our customer service representative will assist for the whole process for example like new preference of size, or colour.
How long do I have to return an item?
You will have a 7 day window from the date you received the item with the original receipt/invoice to return the item. Upon acceptance of the return request, all returned items will take up seven (7) to ten (10) working days to be processed by our team.
How and where can I return the item?
Kindly send a return request to email@example.com for the return arrangement. Our customer service representative will attend to your request within two (2) working day.
Where can I return & exchange ?
For all online purchases, return & exchange should be dealing with JannahNoe HQ only. Online purhcase doesn't not allowed to return & exchange at our physical stores.
For stores purchases, customer could come back to the store at the purchases were made and brings the official receipt as reference for our team to refer.
Can I request for a refund?
Yes, you can. The Customer will be entitled for a full refund if:
- Item (s) ordered is out of stock.
All refunds will only be reimbursed in the form of store credit in the JannahNoe account. Please note that the refund shoould be issued in about 7-14 working days.
+IN STORE PICKUP