FAQ

FAQ

  1. Where does tudungkini.com deliver? Do I have to pay for shipping fee ?

We wish to serve every customer across the whole Malaysia and as many as places we can. Therefore, we engage a reliable logistic service provider as our service provider and we deliver the product to your doorstep no matter where you are, as long as it is a valid postal address within Malaysia, Singapore and Thailand.

Shipping to Malaysia address is FREE.

Shipping to Singapore and Thailand will be charged RM24.50 for purchase below RM250. FREE SHIPPING will be given for purchase of RM250 and above.

 

  1. How long does the delivery process take?

If your order and payment is made before 2pm, we’ll process it and ship it out within the same day. Any completed orders done later than 2pm, we’ll ship it out the next day.

Shipment will take 1-3 business days if it’s within Peninsula and 2-5 business days for East Malaysia.

Shipment will take 5-10 business days for Singapore and Thailand, depending on custom clearance process.

 

  1. Can I track my order?

Yes. You will receive a purchase confirmation email with a tracking number for your purchase. You may track your shipment at the following links

https://www.tudungkini.com/track-order

https://webtrack.dhlglobalmail.com/

 

  1. What can I do if my product is defective?

We are truly sorry if this happen. This is something odd as we monitor closely each and every piece of our headscarf for it’s best quality.

Firstly, please contact us immediately via email (customercare@tudungkini.com ) or WhatsApp us at (+60172086668). You will be given a form to be filled with necessary information.

Then, we will then send you a consignment pack and service drop point info. Please ensure that you send the defective product back to us in its original packaging with the tag and strings still intact.

Your new product should be on the way soon!

 

  1. I’ve received my product in great condition but my box is damaged. What should I do?

Our box is specially designed with a sturdy exterior, it’s able to withstand impact during shipment. Our team will ensure that the box is in the best condition before being shipped.

However, if the box is damaged, we truly apologize. Please contact us via email (customercare@tudungkini.com) or WhatsApp us at (+60172086668) or through our social media accounts. We will investigate the issue and send a new box your way!

 

  1. I received the wrong order, what can I do?

We strive in making your order and delivery process as efficient as possible but mix-ups do happen. We apologize for that and request that you contact us immediately so we can check and see what went wrong.

After contacting us via email (customercare@tudungkini.com) or WhatsApp us at (+60172086668). Then, we will then send you a consignment pack and service drop point info. Please ensure that you send the defective product back to us in its original packaging with the tag and strings still intact.

Once this is done, your correct order will be on its way!

 

  1. Can I exchange my product?

Yes, but it must be within 7 days of receiving the product. Please contact us via email (customercare@tudungkini.com) or WhatsApp us at (+60172086668), fill in a form and follow the instructions.

Unfortunately, we do not accept products for return if it has been used or with the tags removed. You must return the product in its original packaging.

You have to bear delivery cost of sending back to us and new shipment to you.

 

  1. Can I get a refund?

We only issue refunds if:

  • You did not receive your order. (Eg: Shipment was lost), at the same time, we ran out of stock for your desired product.   -OR- 
  • You received a defective product but we ran out of stock for your desired product.

If any of the condition above has been fulfilled, we will refund your money within 7 days.

 

  1. What are the payment methods available? 

We accept credit card, debit card and online banking. Your details are safe with us as it goes through a certified payment gateway – iPay88.

 

  1. If I have any questions, how can I contact your team?

We encourage you to contact us via email (customercare@tudungkini.com) or WhatsApp us at (+60172086668). Please note that our working hours are from Mon – Fri, 9am-6pm. Our team will respond within 24 hours.

If you contact us on our social media platforms, it may take slightly longer in time. We ask for your patience and we hope to serve you well!

 

  1. Do you ship to multiple addresses?

Unfortunately no. We intend to ship the purchase products to you as soon as possible following an efficient packing and delivery process. Therefore, we only ship to 1 single address for each order.

If you wish to send to more than 1 address, please split your order accordingly.

 

  1. Can you ship to Post Office Boxes (P.O. Box)?

Unfortunately no. We need you to acknowledge the receiving or someone to do that on behalf of you to confirm our shipment to you. Therefore, we do not send to P.O. Box.