INFORMATION
帮助中心

Delivery Info, Payment Info, Return & Refund Policy
兑换和退款政策

Frequently Asked Questions
常问问题 FAQs

How long does it take for my delivery to arrive?

Once we receive the payment, we will arrange to ship out the parcel within 2 working days.
Normally, it takes around 2-5 working days to arrive at your doorstep for West Malaysia and 3-7 working days for East Malaysia.
Tracking number will be provided once order is confirmed
*As of high demand for certain items, slight shortage of stock might occur and may cause delivery to delay.

How much does shipping cost?

The shipping fee is charged at a flat rate for West Malaysia: RM 7 ;
For East Malaysia, a flat rate RM10 is charged for total product weight below 5KG,
5 - 5.99KG is charged at a flat rate RM35,
6 - 6.99KG is charged at a flat rate RM50.

What are the payment methods available?

We accept Credit/Debit Card, Online Banking, and Paypal as the payment methods at SY Online Venture Sdn. Bhd.

How can i know if the payment was succesful or failed?

You will be notified via email within 24 hours upon completion of order confirmation.
Please be aware of your Bank reconciliation schedule as this might impact on your payment.
NOTE: Bank reconciliation time will only affect on payment via Online Banking only and happen at around 11.30 p.m. to 1.30 a.m. depending on your bank.

Which credit cards are accepted for payment?

We accept all Visa and MasterCard, both Credit and Debit, and is 3D Secure (Verified by Visa, and MasterCard Secure) enabled.
NOTE: All your credit card information is protected by means of industry-leading encryption standards.

Why is the amount incorrect after i placed order?

The item that you selected might incur a shipping surcharge or bulky fee. These charges will be reflected in your order summary prior making payment.
However, if your order was indeed charged with a wrong amount, please contact us immediately for further assistance.

Do you keep my credit card / debit card details?

Your security is important to us and we take it very seriously. Every transaction occurs within a secure environment.
We do not retain your credit card information after your order is completed; it is submitted directly to our banks.

Where can i get the official receipt for my order?

The official receipt will be attached along with the item in the parcel. However, if you did not receive the receipt for the item, please contact us immediately.

的送货到达需要多长时间?

付款后,现货商品我们将会安排在2个工作日内发货。
* 在确认收到汇款的同时我们也将提供您运单号,方便您追踪您的包裹。

配送範圍限马来西亚 西马大概需要2-5个工作日就能成功收货,东马则需要3-7个工作日 (不包含周末及國定例假日)。
* 如货源不足的商品将会安排在补货抵达时再安排发货。

​运费多少钱?

西马统一收取的运费:RM7 ;
东马运费: 0 - 4.99KG统一收取 : RM10,  
5 - 5.99KG统一收取 : RM35,
6 - 6.99KG 统一收取 : RM50.

​能接受什么形式的付款方式?

我们接受 Credit/Debit Card, Online Banking 与 Paypal 的付款方式来进行交易。

​能接受什么样的信用卡呢?

能接受所有 Visa/Mastercard 的 Credit/Debit Card,必须通过银行的3D验证以确保支付的安全性。

​是否会保留支付卡的信息资料?

我们很重视您的安全保障所以绝不会保留任何的资料。所有的转账记录是保密的。
注:所有支付卡的信息资料都必须通过个人化信息的检核以全面保障您网上购物的安全。

​怎么确定我的付款成功与否?

在确认您的订单后,我们会在24小时内以邮件的方式通知您已付款成功。
请注意您银行的对账时间,这将影响您网上转账的成功与否。
注:每一间银行都有不一样的对账时间,介于晚上11.30 至 凌晨1.30左右

​为什么产品的价格与我支付的金额不相符?

您所购买的产品可能需要收取一定的运费。支付金额将显示于您的支付总结单里。若您有任何疑问都可以随时联系我们哦。

​如何要求附上订单收据?

所有的订单收据都会与产品一同寄出。若没收到订单收据,欢迎随时联系我们。

Return and Refund Policy
兑换和退款政策

What is the Exchange Policy?

We will provide exchange if the product is not working as expected or damaged in the delivery process.

For exchange, customers are required to post back the item within 7 days including the weekend.

Item must be in its original condition, the same packaging. Customers are required to bear RM8/WM, RM12/EM postage fee for exchange.

Upon receiving the returned parcel, the customer may place an order for the exchange of design/product. We do not practice reservation policy to exchange item. If the customer does not have any item to exchange, the store credit can be kept for next purchase. Store credit has no expiry date.

Please return the parcel to this address:

SY Online Venture Sdn Bhd
1st Floor of 16,
Jalan Idaman,
Taman Idaman,
14100 Simpang Ampat, Pulau Pinang.

NOTE: Customers are required to include the order number beside their name when returning the parcel.

Items are not eligible for exchange if

- Customer dissatisfy with the product due to personal reasons
- Displayed color is different from the actual product due to photo lighting differences

NOTE: Product photos may slightly different from actual item in terms of color due to the lighting during photo shooting or the monitor’s display.

How can i request a refund?

We strictly do not provide the refund in cash. Any refund will be in term of Gift Card and will be sent to customer's e-mail. Customer may also opt to exchange for other design/product.

Reasons Eligible for refund:
- Oversold color or design
- Sold out item

  • If you receive a defective product, please notify us within 7 days. & follow the steps below.

  • Step 1: Contact us for more assistance.
    Step 2: Send back the defective item in original condition.
    Step 3: A new and quality checked item will be sent out once we receive the returned parcel.

NOTE: Postage will be charged on us, please provide us the receipt to claim.

​您的兑换和退款政策是什么?

退款政策:

1. 我们不支持金钱退款。
2. 任何的退款都会以电子礼卷卡替代,礼卷卡会以电邮的方式发出哦。
3. 以下是符合电子礼卷卡对款的条件:

  • 产品颜色/设计缺货

  • 产品已售罄/完售

4. 若收到缺陷产品,请于7天内联系我们哦。
步骤1:请通过FB联系我们以寻求帮助。
步骤2:请把缺陷产品邮寄回来给我们。
步骤3:收到退还的货后,我们会重寄一个全新的产品给您。
注:所有运费将由我方负责。请附上单据进行索赔。

5. 若此缺陷产品已售罄,我们将以电子礼卷卡替代现金退款。您可使用此礼卷购买其他产品。礼卷卡是没有使用期限的哦。

 

交换政策:

1. 以下理由不构成退换的理由:
- 因个人因素而要求退还产品
- 实货的颜色与照片/影片的颜色稍有落差
注:实物的颜色可能因拍摄的灯光/荧幕的显示而出现颜色落差。

2. 请于7天内把您要退换的产品邮寄回来给我们。

3. 请确保退换的产品是原状包装的哦。

4. 您需要自行承担重发的费用哦。(西马:RM8;东马:RM12)

5. 收到您退换的产品后,您便可重新下单您想购买的产品了。我们不提供预留这项服务的哦。

6. 若您暂时没有您想购买的产品,金额会以电子礼卷卡替代。礼卷卡是没有使用期限的哦。

7. 请把您要退换的产品邮寄到以下的地址:

SY Online Venture Sdn Bhd
1st Floor of 16,
Jalan Idaman,
Taman Idaman,
14100 Simpang Ampat, Pulau Pinang.

注:您需要在您的姓名之后加上订单号,方便我们查收您的包裹。