Shipping & Delivery Information
How can I choose the courier service for my parcel?
For domestic shipping within Malaysia, you may either choose NinjaVan or J&T Express. For international delivery, the shipping couriers may vary. For Singapore, the only courier available is Ninja Van only. For Brunei, the only courier available is J&T Express only. For Indonesia, you may either choose J&T Express or Parcel Hub, whichever suits your interest. As for the rest of the world (that was not mentioned), the only courier available is Parcel Hub or FedEx.
Note: Please take note that the customers will cover the tax duties themselves depending on the weight of their parcels.
How long does it take for my order to be shipped?
Once your payment is successful, we will process and ship your order within 7 - 21 working days. A notification email containing your order tracking details will be sent to you once the item is sent for shipping.
How can I track my order?
You can track the order delivery status by contacting us. You can also check your email where a notification email containing your order tracking details will be sent to you once the item is sent for shipping.
I still did not receive my tracking number and want to know my parcel status.
If this happens, 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 7 - 21 working days. For accurate updates on your parcel, you may contact our Fatyra staff by Whatsapp or email fatyra.management@gmail.com.
Why is my tracking number showing no updates?
In the instance that your parcel status from your acquired tracking number is showing no progress, your order may not be complete yet and still in production. 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 7-21 working days. For accurate updates on your parcel, you may contact our Fatyra staff by Whatsapp or email fatyra.management@gmail.com if your tracking number shows no update after 21 working days.
Can I change my order details (Shipping Address, Phone number, etc.)?
You may contact our customer service immediately on the status of your order by Whatsapp or email fatyra.management@gmail.com. No changes can be made to the shipping details once the items are processed/shipped.
What to do if my item is returned to the sender by the courier service provider?
In the case of a failed delivery, our customer service team will contact you by Whatsapp or email to notify an arrangement for re-delivery. Additional charges on postage may be needed to arrange a second delivery.
International Deliveries - Duties & Taxes
What courier service is used for international delivery?
For international delivery, the shipping couriers may vary. For Singapore, the only courier available is Ninja Van only. For Brunei, the only courier available is J&T Express only. For Indonesia, you may either choose J&T Express, Parcel Hub or FedEx, whichever suits your interest. As for the rest of the world (that was not mentioned), the only courier available is Parcel Hub and FedEx.
How much is the shipping cost to my country?
All shipping fees are calculated at checkout and depend on the parcel weight/dimension and also the delivery destination country.
Are there any additional taxes or duties?
All international deliveries may be required to pay import duties and taxes by your own country’s customs, as your parcel 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. Fatyra is not responsible for any extra taxes or duties applied to your parcel. We recommend contacting your local customs office for the fee calculations.
Account
Do I need to register to make a purchase?
No, you may check out as a guest. However, we recommend you create an account with us to be a member and enjoy the rewards of our Fatyra Loyalty Programme. By signing up, you will also receive special benefits and discounts that are specially for our members. Conveniently, you could also keep track of your purchase history for future reference via the dashboard.
Can I reset my password?
You can reset your account’s password 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 set a new password. For further assistance, you may contact our customer service by Whatsapp or email fatyra.marketing@gmail.com.
Order
How do I know my order is successful?
You will receive an email confirmation on your purchase which must contain your Order Number. The order will be processed within 7 - 21 working days after payment is successful. A notification email with your parcel’s tracking details will be sent to you once our team has processed and shipped out your order.
Can I add/remove/change items for my order?
You may contact our customer service immediately on the status of your order by Whatsapp or email fatyra.management@gmail.com. No changes can be made to the shipping details once the items are processed/shipped.
Can I cancel my order?
Yes, you can request for order cancellation but the outcome of the request will depend on your reason for cancellation.
You may contact our customer service to make your request by Whatsapp or email fatyra.marketing@gmail.com. Please state:
- Order Number:
- Name:
- Phone Number:
- Reason for cancellation:
Payment
What payment options are there with Kimyra?
We accept VISA & MASTERCARD credit/debit cards, Paypal, Hoolah, Manual Bank deposits, online transfers, FPX etc. using our payment gateway service providers. Payment method options will be shown when checking out.
Do you provide Cash on Delivery (COD)?
No, we do not provide COD service.
How do I send the receipt for my online transaction?
For customers that want to make manual bank deposits or online transactions to our Maybank account, please make sure to send your proof of payment to us for your order payment status to be verified. Make your payment to our Maybank account and fill in the form here to notify us regarding your payment. Our staff will manually update your payment status in 1 or 2 working days after submission. Or You may also contact our customer service to send your payment by Whatsapp or email fatyra.marketing@gmail.com. Please state:
- Order Number:
- Name:
- Phone Number:
- Proof of payment
Note: We will only process your order if your payment is successful.
What is Hoolah?
Hoolah is a payment method where you can pay in 3 installments with 0% interest. To use this method, just choose Hoolah as your payment method when checking out. Fill in your required details to complete the registration/payment and the first instalment will be deducted after completing checkout. More details about the Hoolah payment process here.
Returns, Refunds & Exchange
Can I exchange the item I purchased if the product is damaged/defective?
Yes, you can. You may request a Return & Refund Request to our customer service by Whatsapp or email fatyra.management@gmail.com. You can return the product that you want to exchange to our address and we will send the new product to you immediately. Any postage charges will be refunded back to your account.
When will the refund be credited back to my account?
Once you have arranged returning the item to us, please wait for seven (7) working days for our team to process the refund to be made to your account.
Can I exchange the item if I want to change the size or colour?
Yes, you can still make an exchange by Whatsapp or email fatyra.management@gmail.com but only within 7 days after receiving your parcel and you must follow the return requirements below.
Requirements for exchange:-
- Request made within 7 days upon receiving the parcel
- The product tag is still attached to the product
- The condition of the product is still new and intact and not used in any way, shape or form.
- Return the product that you want to exchange to our address and inform us the tracking number. The exchange will be made after the inspection of returned products.
- There will be additional charges on postage to arrange a second delivery.