1. Brands & Stock

Q: The item I want is out of stock. What shall I do now?
A: Kindly contact our Customer Service for enquiries.

Q: Do you place items on back order?
A: No, your item will not be placed on backorder. Although we avoid advertising products that are no longer in stock, in the instance that your item has sold out, you will be contacted by the Customer Service Team to arrange a store credit or refund if we are unable to source the item from elsewhere.

Q: Can I place an item on hold for purchase at a later date?
A: Sorry, but we do not offer this option.

Q: How do I know if you carry a certain brand?
A: Please type the name of the brand you are searching for into our search toolbar to view the items from that brand.

Q: When can I expect new products to be listed on your website?
A: We will update our product in weekly basis.

Q: How can I provide feedback about a product?
A: We look forward to hearing feedback about our products. You can send your feedback by clicking on the ‘Contact Us’ button on the bottom right corner of the website
or Email: info@cibmall.asia
or Live Chat with our customer service

Q: Does Cibmall Shop have a working hour?
A: Yes, our working hour is from 10am to 7pm (Weekday).

Q: Is there somewhere I can go to view the product prior to purchasing?
A: Unfortunately, we do not have a retail store and for safety reasons we cannot allow customers in the warehouse. If you have any questions regarding the products, please do not hesitate to contact Customer Service.

2. Technicals

Q: How do i start a new account?
A: Please click on 'Register', which is located on the top left hand side of the page. You will then be prompted to a page where you will find a form for you to fill in. Fill in your details as requested before clicking 'submit'. Registration should now be complete and you should receive a confirmation e-mail to the address you registered with or read 'Register Guide'.

Q: How do i update my details on my account?
A: Please click on the ‘My Account’ tab at the top right hand side of the page. Scroll down to find 'Edit your account information', 'Change your password', Modify your address book entries' and 'Modify your wish list', then change your details as needed, and finally, click the 'Continue’ button to ensure your details have been saved.

Q: I'm having problems ordering through your website. What can i do?
A: Our website is best viewed with Internet Explorer, Mozilla Firefox & Google Chrome. Please ensure that the browser you are using is up to date. If you are still experiencing difficulties, please contact Customer Service.

Q: How do i unsubscribe from your mailing list?
A: At the bottom of an email sent to you by Cibmall Shop, you will find an 'Unsubscribe to Newsletter' button. By clicking this button, you will be unsubscribed to future Cibmall Shop communications.

Q: Where can i get help if i need it?
A: Please contact Customer Support at sales@cibmall.asia.

3. Payment

Q: What payments types do you accept?
A: We currently only offer Online Banking Transfer, such as M2U, CIMBClicks .... Credit Card will be included in the future.

Q: Is it safe to do Online Transfer with Cibmall Shop?
A: We strive to ensure that every transaction occurs within a secure environment. CIB payment system has a 128-bit SSL security encryption certification awarded by VeriSign. You can see the transaction is secure if you see a keylock at the bottom right of your web browser. We do not retain your account information after your order is complete. Rather, it is submitted directly to our banks. You can rest assured that with each purchase your credit card or bank account information will be secured.

Q: My payment details are not being accepted. What's wrong?
A: Please check with your bank or financial institution to rule out errors on their behalf. If problems continue to persist, please contact Customer Service.

Q: How do i use my coupon code?
A: If you have been issues coupon, you will have received a coupon code number. Please type this coupon code number into the allocated field upon checkout to have the credit amount deducted from your retail price. Each coupon validity is only for 90days.

Q: My computer froze while pr ocessing payment. How will i know  that my payment went through successfully?
A: All successful transactions will receive a confirmation email that contains a Transaction ID. If you have not received confirmation via email, please try placing your order again. Alternatively, please contact Customer Service to confirm the placement of your order.

4: Pricing

Q: Are your prices in Malaysia Ringgit (RM)?
A: All pricing is in Malaysian Ringgit.

5: Coupon code / Cash voucher

Q: What is Coupon code and how do i get it?
A: A customer can receive Coupon code on returns or promotions. Coupon code can be used for future purchases made through the website.

Please note that coupon code is only granted once returned items have been processed by Quality Control who will confirm any proposed fault(s) in items or deem the item to be unworn and in original condition and/or the coupon code is given in a form of promotion/giftaways.

6: Privacy & Security

Q: How do i know it is safe to shop with you?
A: We value your privacy and work hard to ensure that your details are secure and will not be released to any other party. To learn more about how we keep your details safe, please see 'Privacy Policy'.

Q: Will my information be sold to third parties?
A: We value your privacy and work hard to ensure that your details are secure and will not be released to any other party. To learn more about how we keep your details safe, please see 'Privacy Policy'.

Q: Do you keep my bank account details?
A: We do not store your bank account details.

7: About the Company

Q: Can my parcel be delivered to an office address?
A: Yes, your parcel can be delivered to an office address. Please enter the address upon checkout.

Q: What is the postage & insurance charge on orders?
A: Our postage is calculated and shown as below:

• East Malaysia without Insurance = RM 10 / with insurance = RM 20
• West Malaysia without insurance = RM 20 / with insurance = RM30

If you want to know more about delivery information, please click 'here'.

Q: My items haven't arrived yet. What can i do?
A: Please do not hesitate to contact Customer Service.

Q: Do you ship internationally?
A: Unfortunately, we are currently only shipping within Malaysia.

8: Order Status

Q: What is the status of my order?
A: You should be receiving email for ur order status once we confirmed your poayment. For any method of payment, if you have any questions or concerns, please do not hesitate contact Customer Service.