BASED IN MALAYSIA. WORLDWIDE DELIVERY. WHATSAPP 010-366-1801 FOR ENQUIRIES 10AM - 6PM (MYT: UTC +8)

FAQ

Delivery

  1. Where do you deliver?

We offer shipping to Malaysia and 20 different countries around the world! Kindly refer to the table here

  1. How much does shipping cost?
Kindly refer to our table here. 
  1. How long does delivery take?

Next day delivery within Peninsula Malaysia with exceptions on weekends and public holidays. Sabah and Sarawak may take an extra day or two.

Delivery is within 1 to 3 working days. 

*If you delivery is made to outside Malaysia, shipping will take approximately 7-14 working days. If you need your item quicker than the stipulated time, please contact us so that we can arrange for a special delivery.

  1. 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 tabs 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!

Paid orders made before 11am will be shipped out on the day itself. Orders made after that will be shipped the next day.

  1. What happened of 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 within 7 days of purchase to receive a replacement. Kindly make sure the item is still unworn and in its original condition. 

Take a photo of your item (the part that is faulty) and include a short description along with your order ID and send to sales@zaahara.com. We will exchange your item for a new one. In the event your faulty item is out of stock, we will reimburse you in the form of monetary.

  1. I received an incorrect item.

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

  1. An item is missing from my order.

Apologize if this happen. Don’t fret. Just send an email to sales@zaahara.com with your order ID and we’ll have it shipped out to you ASAP!

  1. Which address should I ship my order to?

If you work, it would be advisable to ship to your office address because postal services like PosLaju or any other courier service that we choose 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 or any other courier service office to you or sent back to us.

  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. 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 go to www.zaahara.com and select which series do you want to choose.
  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. Once you have found the item you want, select your size and click on the 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. 
  1. What payment methods do you accept?

You can either pay by:

  1. 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.
  2. Direct Online Transfer (Internet Banking such as Maybank2u, CIMB Clicks, Hong Leong Connect, RHB Now, Bank Islam Online, PBeBank, etc.)
  3. Cash deposit
  4. Ipay88 Payment Gateway
  5. PayPal
    If you pay through PayPal, PayPal will provide automatic currency conversion based on the current rate for MYR. Kindly note PayPal's currency conversion fee is added to the exchange rate, set by an external financial institution. Contact PayPal directly for more details regarding how they determine their currency conversion rates and fees. 

 

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

Kindly contact us immediately via email, call or live chat and we'll assist in cancelling 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. 

 

 

  1. Can I cancel my order?

Yes, you can but you will need to call us on our hotline as soon as possible so that we won’t process your order.

If it’s too late to cancel your order, we will need to ask you to return the items and you will be reimbursed in the form of store credit. 

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

You will need to call us at our hotline 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.

  

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

You will need to make a separate order altogether.

 

  1. 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 sales@zaahara.com.

 

  1. 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 to2sales@zaahara.com. You will then need to return the incorrectly received item back to us. Click here for information on how to return an item.

  1. 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.

  1. 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. 

  1. 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. 

  1. 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. 

  1. 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 7 days of receipt (for local and international orders) in exchange for The Zaahara Telekung Store Credit only. Only clothes that are unworn unaltered, unwashed and in sellable condition with returns label still attached can be returned. 

For returns and exchanges, customers are advised to notify us first at sales@zaahara.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. 

Please refer below for our terms and conditions:

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.

 

  1. How do I return something to you? 

You can return any item to us within 7 days of receiving your order (just make sure your items are in the original condition and garment tags still attached). Email us at sales@zaahara.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.

  1. Will you refund me my delivery charge?

Shipping costs are borne by the customer and we are not liable until item reaches our office.

  1. I have been refunded the incorrect amount.

Do email us at sales@zaahara.com and we will update your store credit accordingly.

  1. 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.

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

Do email us at sales@zaahara.com and we will check on your orders accordingly.

  1. 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 sales@zaahara.com.

 

  1. Will my reward points be refunded if I return my item?

Unfortunately, reward points are non-refundable as it has been utilized for your prior purchase. 

 

Frequently Asked Questions

  1. Do you restock items?

Some items are restockable. Whenever we get a restock, we will usually announce it on our Facebook fan page, so it’s good to check frequently.

 

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

Unfortunately, we are unable to do so. Sorry! We usually announce restocked items on our Facebook fan page, so it’s a good idea for you to check regularly.

  

Physical store

  1. Where is your physical store located?

Our HQ is located at:

53, Level 1, Jalan SS15/5A

47500 Subang Jaya,

Selangor

Tel : +60103661801

Operating Hours : Mon – Fri (10am to 6.30pm)