Orders & Shipping
What payment methods do you accept?
We currently accept the following:
Local payments (Malaysia):
- Credit/Debit Cards: Visa, Mastercard
- Bank Transfer: FPX Internet Banking
- E-Wallets: GrabPay, Boost, Touch 'n Go, ShopeePay
International payments:
- Credit/Debit Cards: Visa, Mastercard
Can I amend or cancel my order?
We can only accommodate order amendments within 24 hours window from the time of your order placement, so please ensure you double check your order before checkout. Should you need to make changes, please notify us via email at hello@zenbymei.com. Unfortunately, we cannot process order cancellations.
We appreciate your understanding, as our primary aim is to expedite your order's delivery, so we encourage amendments only when absolutely necessary.
Can I change my shipping details?
Yes, please email us at hello@zenbymei.com within 24 hours window from the time of your order placement and let us know what you would like to change. While we'll make every effort to assist you, please understand that our quick order processing and shipping procedures may limit our ability to accommodate changes. We appreciate your understanding.
When will I receive my order?
After successful checkout, all orders are processed for delivery within 1-2 business days. You can expect to receive your order within 3-5 business days for Peninsula Malaysia, 5-10 business days for Sabah & Sarawak, and 3-7 business days for Singapore. Shipping time is based on our best estimate, however, there may be slight delays in delivery during peak times or due to unexpected circumstances.
How do I track my order?
Upon order completion, you will receive an email confirming your order. Subsequently, you will be sent a shipment confirmation email containing your tracking number once your package is ready to be dispatched. You can monitor the status of your order and delivery using the tracking number provided.
If you haven't received any confirmation emails, please check your SPAM or Junk folder.
If you have any question about your order, please reach out to us at hello@zenbymei.com for further assistance.
How much does the shipping cost & do you offer free shipping?
Currently we only ship to Malaysia and Singapore. Our shipping rates are flat: RM10 for deliveries to Peninsular Malaysia, RM30 to Sabah & Sarawak, and RM50 to Singapore. We offer free shipping on orders over RM300 within Peninsular Malaysia.
Will I be charged customs, duties and/or taxes?
Please note that customs, duties and/or taxes are not included in our list price or shipping charge as we ship international orders by Delivered Duty Unpaid (DDU). Your order may be subject to customs inspection and any applicable duties and taxes will be determined in compliance with local regulations. If your order incurs these fees, it will be your responsibility to pay these fees before the delivery can proceed.
Should you decline the delivery or fail to claim the order, your original shipping charges will be forfeited, you will be responsible for covering the expenses associated with the return, including duties, taxes, administrative and return fees. A re-delivery of order will not be arranged until the payment is made.
To obtain further information, we recommend reaching out to your local logistics office, customs authorities, and any other relevant parties prior to placing your order.
My order was lost/stolen, what should I do?
We cannot be held responsible for lost or stolen packages if the address you provided during checkout matches the address where the order was shipped and delivered to. We are not liable for the package after successful delivery. Unfortunately, we do not offer refunds for misplaced packages. If you have any questions regarding a stolen delivery, please contact us within 24 hours of delivery at hello@zenbymei.com with your order ID in the subject line for assistance.
Returns
Can I return my order?
Your satisfaction is our top priority. If you are unhappy with any part of your order, please email us immediately at hello@zenbymei.com with your order ID, email address used to place the order, reason for refund and a photo or video of the item. We would be more than happy to help you. We are committed to resolving any concerns and ensuring your satisfaction!
Please click here for more information on our Return & Refund Policy.
I received a defective/damaged/wrong item, what should I do?
We guarantee a 1-to-1 replacement or full refund for items deemed defective, damaged or if wrong item is received, within 30 days of delivery. Please notify us immediately at hello@zenbymei.com with your order ID and provide photo or video of the faulty item.
Who is responsible for paying the return shipping costs?
Return shipping costs are the responsibility of customers unless the item is claimed as faulty with photo proof. Please ensure to use a traceable shipping method when sending your item back as we cannot be held responsible for any lost mail.
Can I exchange an item?
Unfortunately, we do not provide exchange services for unwanted items. This ensures that we can maintain high stock levels and keep our inventory up-to-date.
The fastest way for you to get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Discounts
Do you offer any discounts for first-time buyers?
Yes, we offer 10% off your first order when you sign up for our email newsletter. Enter the discount code into the Discount Code box during checkout, and click "Apply". The discount will be applied to your order. Please note that this offer applies to product costs only.
Is there any discount available for my next order?
Yes, unlock 10% off your next purchase by leaving a photo review with us.
Pre-order & Out of Stock
Can I pre-order for any items?
Unfortunately, we currently do not provide pre-order services unless specifically announced. Please follow our Facebook/Instagram for any updates.
Can I reserve any out of stock items?
Unfortunately, we currently do not provide reservation services for out of stock items. We will announce once the items are back in stock.Please follow our Facebook/Instagram for any updates.