Categories
Currency
Information
Contact Info:
Cocorich International
c/o SGX Technologies S/B
Suite 908, Level 9, Block E,
Phileo Damansara 1,
46350 Petaling Jaya,
Selangor, Malaysia.
Tel: 03-7955 2998
Fax: 03-7956 2998
URL: www.cocorich.com
|
FAQ
DELIVERY
Q: Can you deliver my order to a third party?
A: Yes. We do facilitate delivery directly to your chosen party (loved ones or to a different address). Please provide the correct shipping information at checkout.
Q: How long does it take to deliver my order?
A: Local delivery usually takes 2-6 working days once your payment has been received and your order confirmed. For international orders, please allow an additional 2-3 working days.
Q: If I request delivery of my order to a loved one, how will she know who it is from?
A: Please add this in the Remarks textbox when you check out. Also add whatever instructions that you may have there.
Q: Will I be charged additional duties or taxes for shipments outside of Malaysia?
A: Your order may be subjected to import duties and taxes which are levied once your package reaches your country. We deliver your package with duties and taxes unpaid and cannot predict what your particular charges may be. If you do incur these additional charges, they must be settled by you in order to clear customs. Please contact your local customs office for more information on import duties and taxes. Please note that we declare the full value of the order on all packages shipped to outside Malaysia in accordance with legal requirements.
EXCHANGE
Q: What is your Exchange Policy?
A: We will exchange the item you have purchased if you are not satisfied with your order or if the size does not fit. You may choose to exchange for a different item of the same or higher value (less the shipping amount), or for the same item in a different size. Be informed that we do not perform refund. We will only exchange each order once. The returned item must be in new condition, unused, unwashed, with all tags attached and in its original packaging. This exchange policy does not apply to our Bikini Designs due to our hygenic quality control policies.
Q: How do I exchange my purchase?
A: If you would like to request for an exchange, kindly contact us immediately at order@cocorich.com giving us your contact details and relevant Sales Order Number for exchange authorization and further instructions. We will send you a new item upon return of the original item your purchased. Requests for exchanges must be made within 7 days from the receipt of delivery and the returned item must be in new condition, unused, unwashed, with all tags attached and in its original packaging.
Q: How do I return my purchase to you if I want an exchange?
A: Please send the original item purchased by courier service or registered post to our office. All courier charges, to and fro, are to be born by client.
Q: Does your Exchange Policy apply to every item?
A: No. Our entire Bikini collections are excluded from our Refund Policy due to our quality control policy of keep our inventory as hygenic as possible. These items are non-exchangeable, sorry.
REFUNDS
Q: What is your Refund Policy?
A: Do take note that we do not perform any form of refund.
You would be required to choose another dress or design from our online store. Occasionally, however, under the sole discretion of our management, we do accept requests for refunds on very rare cases. However a 30% handling & processing fee will be imposed on such refunds. Refunds are only valid for a period of 7 days from the receipt of delivery. The returned item must be in new condition, unused, unwashed, with all tags attached and in its original packaging. This refund policy does not apply to our bikini collections due to our hygenic quality control policies.
Q: How do I get a refund?
A: If you would like to request a refund, kindly contact us at order@cocorich.com giving us your contact details and relevant Sales Order Number for verification and further instructions. The management team of Cocorich will review your refund request, and if the request is approved, we will refund your order upon satisfactory return of the item you purchased. Requests for refunds must be made within 7 days from the receipt of delivery and the returned item must in new condition, unused, unwashed, with all tags attached and in its original packaging.
Q: How is the refund sum calculated?
A: Refunds are calculated based on the gross order value excluding charges for gift wrapping service and delivery. The refund sum is 70% of this amount.
Q: How are your refunds paid?
A: If your request of refund is approved, we will make the refund through your credit card (if you have paid via credit card). However, if refunds are not accepted by your credit card issuer or if you paid by other means, we will send you a cheque made out to the name appearing in the Billing Information. Refunds are made out in Ringgit Malaysia.
Q: Does your Refund Policy apply to every item?
A: No. Refund is only applicable upon full approval by our management. Our entire Bikini collections are excluded from our Refund Policy due to our strict quality control of keeping our inventory as hygenic as possibly. These items are non-refundable.
Q: How do I return my purchase to you if I want a refund?
A: Please send the original item purchased by courier service or registered post to our office. All courier charges, to and fro, are to be born by client.
SHOPPING
Q: Can you gift wrap my order?
A: Good news! All Cocorich items are sent out in a classy signature gift wrap.
So, no further gift wrapping is required!
We would even provide a greeting card free on every wrapping, tied to our famous satin brown ribbon.
Do take note that this wrapping, the satin ribbon and the Cocorich gift card are all collectors' items! (Yes, our shoppers do not throw them away, but they keep them as souvenirs).
Q: Do you have an actual boutique where customers can view and try your collection?
A: No. We operate entirely online at the moment, and that is why our designs are more affordable. However, we are in the midst of opening our first few outlets in major cities in Malaysia now!
Q: Can I make a purchase without registering as a customer?
A: No. We require all our customers to be registered before shopping at our boutique. All personal information you provide us during registration will be kept strictly confidential in accordance with our Privacy & Security Policy.
Q: Can I place an order by phone or email?
A: Yes you may. If you encounter problems placing your order online, we would be glad to take your order by phone or email.
Q: Do you send notifications regarding my order by post?
A: No. All notification and communication regarding your order are sent by email only. However, once in a while, we might send you brochures and also catalogs of our latest designs.
Q: How can I check the status of my order?
A: Sign in to your account, click on the My Orders link at the top menu then select the appropriate order you wish to check.
Q: How do I cancel my order?
A: If you would like to cancel your order, kindly contact us immediately at orders@cocorich.com giving us your contact details and relevant Sales Order Number. There will be a 30% cancellation fee imposed on cancellation requests for orders that have been paid and are being processed. Orders cannot be canceled once sent for delivery.
Q: Do you return excess payment for purchases?
A: No. We therefore request that you are careful to pay us the exact amount necessary for your purchase.
Q: Do you have ready stock for all your items?
A: We do our utmost best to have positive inventory for all our designs. However, sales of some popular designs move fast, so if in the event that the items you have select go out of stock, our online sales staff will be contacting you immediately to resolve the issue.
GENERAL
Q: How long does it take for you to reply email enquiries?
A: Emails are normally replied within a couple of hours. We truly do our very best to respond immediately.
PAYMENT
Q: What are the payment options available to pay for my order?
A: You can pay your on-line purchases by Visa, MasterCard, CIMB Click, AmOnline, RHB Bank2u, Alliance Online, Hong Leong Online, China UnionPay, RHB Online, Mobile Money & WebCash via IPay88. Malaysian customers can also choose to deposit/transfer funds directly to our RHB Bank account or send us a cheque by post. Upon checking out, you will be presented with all these payment options.
Q: Can I transfer funds online from my RHB Bank account to your RHB Bank current account?
A: Yes. Please do so under the name of SGX Technologies Sdn Bhd (Bank Acct No: 2140 99 000 45054). Please fax us or email us the transfer slip as supporting document.
Q: How do I deposit/transfer funds to your RHB account?
A: To deposit/transfer funds into our RHB account, you will either have to make a deposit over the counter at any RHB Bank branch, use a RHB Bank cash/cheque deposit machine, transfer funds from your RHB Bank account via any RHB Bank ATM or request a GIRO transfer from your account with another bank.
Q: What is the exchange rate between Ringgit Malaysia (RM) and US Dollars (USD)?
A: The exchange rate fluctuates slightly every day. You can get the exchange rate when you check out from the shopping cart (before you pay).
Q: Why is my credit card payment declined?
A: We do not have access to information regarding your credit card status. Please check with your credit card issuer to determine why your credit card payment is declined.
Q: I am having trouble paying by credit card. Why do I receive an error message when I click to proceed with payment during checkout?
A: This problem may be due to the unique security settings on your computer or the network connection. Unfortunately, we do not have a universal solution to this problem. Please try using another computer instead or contact us for assistance in placing your order.
|
|
