FAQ
1. HOW LONG DOES IT TAKE FOR ME TO RECEIVE MY ORDER?
Our duration for delivery are 3-5 days for East Malaysia, 5-7 for West Malaysia and 7-14 days for Singapore and Brunei.
2. HOW MUCH DOES SHIPPING COST WITHIN MY?
The following are the shipping rate for shipment between 0-1kg:
West Malaysia - RM6
East Malaysia - RM14
Above RM200 is free delivery
3. WHAT ARE YOUR INTERNATIONAL SHIPPING RATE?
We currently only publish the rate for Singapore/Brunei which is as the following:
For shipment between 0-1 kg is RM40 and +RM10 for additional 0.5kg
For purchase above RM500, free shipment applies but capped at 1kg
Shipment to other countries is available but please contact us at admin@zhoora.co to get the information on the rate.
4. WHAT TO DO IF MY ORDER IS DELAYED?
You will receive a tracking number to track your order so that you can monitor and track the shipment. If however there is delay in the shipment please contact us at admin@zhoora.co
5. MY ORDER SAYS DELIVERED BUT I DID NOT RECEIVE THE ORDER?
Once you have ensure that it is not with your neighbours, please contact admin@zhoora.co
6. DO YOU SHIP TO P.O. BOX?
No, we do not ship to P.O. Box.
7. HOW DO I EXCHANGE FOR ANOTHER SIZE?
Online shopping can be challenging especially in selecting the right size. So if you are not satisfied with the fit, we offer an exchange to another size or item.
Exchange to lower value item – NO refunds or reimbursements will be made.
Exchange to higher value item – A top up is required.
Size exchange is subjected to stock availability. Whenever exchange is not possible due to stock availability, a full refund will be made.
8. IS THERE ANY CRITERIA FOR THE EXCHANGE?
Any exchange of items or refund must meet the following criteria:
- Item(s) in original packaging with labels and tags.
- Item(s) must be unworn, unwashed (e.g. no distinct odors, blemishes, signs of wear, damaged or altered in any ways)
- Item(s) were not purchased on discounts, or purchased utilizing non-returnable coupon codes.
- Proof of purchase is required prior to return.
9. WILL I HAVE TO PAY THE SHIPPING FOR RETURNING THE ITEM?
The Original Shipping cost is non-refundable. Except for faulty items or wrongly delivered items, shipping cost to return the item(s) will be borne by customers.
10. HOW DO I START THE PROCESS TO EXCHANGE/RETURN?
Please write in your request to admin@zhoora.co with the subject RETURN/EXCHANGE or drop us a message via the contact page on our website. An instruction on how and where to send the package will be provided upon the return approval. Item(s) sent back to us without first requesting a return will not be accepted.
11. HOW LONG DOES A REFUND OR EXCHANGE TAKE TO PROCESS?
Once we receive your exchange or return, please allow 3-5 business days for our team to process it.
12. HOW LONG DOES IT TAKE TO GET MY REFUND BACK?
Please allow around 15-30 days after confirmation that you will be refunded is received.
13. WHAT ARE THE STEPS TO EXCHANGE FAULTY OR WRONGLY DELIVERED ITEM?
We strive to give the best service and quality product to you. If you received a faulty or incorrect item, please email us at admin@zhoora.co with the subject FAULTY/WRONG ITEM with a description and images of the faulty/incorrect item(s), so that we can resolve the issue for you.
14. SHOULD I CARE FOR ZHOORA'S ACTIVEWEAR?
Please refer to the label of the items purchase. In general ZHOORA’s activewear can be machine washed but should be washed with cold water and hang dry.
15. HOW DO DISCOUNT CODES WORK?
Only one discount code can be used per purchase.
16. WHAT IS MY SIZE?
Our Size Chart is a general guideline and as there are many types and shapes of human body, we may not fit you perfectly. We however allow for exchange if you require a different size.
