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FAQ
My Account
Do I need to register in order to make a purchase?
No, you may check out as a guest. We, however, encourage you to create an account with us to be a member and enjoy the benefits of Naelofar Rewards loyalty programme. By signing up an account, you could keep track of your current and past orders via the dashboard.
How do I reset my password?
Your account’s password can be reset 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 create a new password.
How do I delete my account and saved data?
Please contact out support team HERE and we will have your account and saved data deleted for you.
No, you may check out as a guest. We, however, encourage you to create an account with us to be a member and enjoy the benefits of Naelofar Rewards loyalty programme. By signing up an account, you could keep track of your current and past orders via the dashboard.
How do I reset my password?
Your account’s password can be reset 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 create a new password.
How do I delete my account and saved data?
Please contact out support team HERE and we will have your account and saved data deleted for you.
Order
What happens after an order is made?
You will receive an email confirmation on your purchase and be provided with an Order Number. The order will be processed within 2 business days upon payment verification, and an email with the tracking details will be sent once the order is successfully shipped. Your order status can be checked by logging in to your Naelofar account.
How can I track my order?
You can track the order delivery status here.
*Shipment tracking number can be found via your account dashboard. Alternatively, you can contact us should you fail to get your tracking number.
Can I add/remove/change items upon order successfully placed?
No changes can be made once an order has been placed. We highly recommend that you review your order before proceeding to checkout.
Can I cancel my order?
Yes, you can request for order cancellation but it will be subject to the discretion of our team, depending on your cancellation reason (e.g.: duplicated order).
Kindly drop an email at [email protected] with the following details for us to process your request.
- Order Number:
- Email Address:
- Contact Number:
- Reason of cancellation:
You will receive an email confirmation on your purchase and be provided with an Order Number. The order will be processed within 2 business days upon payment verification, and an email with the tracking details will be sent once the order is successfully shipped. Your order status can be checked by logging in to your Naelofar account.
How can I track my order?
You can track the order delivery status here.
*Shipment tracking number can be found via your account dashboard. Alternatively, you can contact us should you fail to get your tracking number.
Can I add/remove/change items upon order successfully placed?
No changes can be made once an order has been placed. We highly recommend that you review your order before proceeding to checkout.
Can I cancel my order?
Yes, you can request for order cancellation but it will be subject to the discretion of our team, depending on your cancellation reason (e.g.: duplicated order).
Kindly drop an email at [email protected] with the following details for us to process your request.
- Order Number:
- Email Address:
- Contact Number:
- Reason of cancellation:
Payment
What payment options do you accept on Naelofar.com?
We accept VISA & MASTERCARD credit/debit cards, Split, Boost, GrabPay, and more via our payment gateway service providers. A full list of payment method options will be displayed upon checking out.
Do you provide Cash on Delivery (COD)?
No, we do not facilitate COD service at the moment.
I was double-charged for my order, what should I do?
We advise you to quickly reach out to our customer service team at [email protected] and we will investigate with our finance department. Please be sure to supply us with the below details in the email:
- Email address:
- Contact Number:
- Payment Transaction ID:
- Date of Transaction:
note: Transaction ID can be obtained from the email notification sent by our payment gateway system upon successful transaction.
Can I request for an official receipt?
Drop us an email at [email protected] with your order and contact details, and we will generate an e-invoice for your perusal.
We accept VISA & MASTERCARD credit/debit cards, Split, Boost, GrabPay, and more via our payment gateway service providers. A full list of payment method options will be displayed upon checking out.
Do you provide Cash on Delivery (COD)?
No, we do not facilitate COD service at the moment.
I was double-charged for my order, what should I do?
We advise you to quickly reach out to our customer service team at [email protected] and we will investigate with our finance department. Please be sure to supply us with the below details in the email:
- Email address:
- Contact Number:
- Payment Transaction ID:
- Date of Transaction:
note: Transaction ID can be obtained from the email notification sent by our payment gateway system upon successful transaction.
Can I request for an official receipt?
Drop us an email at [email protected] with your order and contact details, and we will generate an e-invoice for your perusal.
Shipping & Tracking
Can I choose the courier service for my parcel?
You may either choose Poslaju or DHL E-Commerce service for local shipment within Malaysia. For international delivery (outside Malaysia), only DHL Express is available. Note: the availability may vary depending on the service coverage area by respective partners.
How long does it take for my order to be shipped?
Once your payment has been verified, we will process and ship your order within 2 business days. Orders made after 9AM will be processed on the next business day. A notification email containing your order tracking details will be sent to you once the item is sent for shipping.
How much will the postage fee cost?
All local and international delivery fees will be automatically calculated based on the parcel’s weight/dimension and your shipping country during checkout.
When will I receive my order?
It will take approximately 3 - 5 business days from the order shipped date, for local delivery (West Malaysia) and 5 - 7 business days for Sabah and Sarawak. For international orders, the delivery time frame is subjected to the courier service provider, country of destination as well as customs clearance. The estimated delivery time frame is between 7 - 10 business days.
Where can I track my order?
You can track the order delivery status here.
I have made my purchase but still did not receive my tracking number.
In this instance, 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 2 business days.
Why is my tracking number showing no record?
It may take up to 24 hours for our delivery partners to update the details of your parcel upon its pick-up. We appreciate your patience and you should expect your package to arrive within the estimated time frame. Kindly drop us an email with your order and tracking numbers to [email protected] in the event where the tracking details are not updated for more than 24 hours and our team will investigate further.
Can I change my delivery address?
You may check with our customer service on the status of your order. No changes can be made to the delivery details once the items are processed/shipped.
What would happen if I am not around when the courier partner arrives at my delivery address?
Our delivery partners will make 3 delivery attempts, or a note will be left at your doorstep if there's no one around during the delivery. You may contact them directly to check the status of the parcel or to arrange a self-pickup at their facility.
What happens if my item is returned back to the sender by the courier service provider?
In the case of a failed delivery, our customer service team will drop you an email to notify and advise further for a re-delivery arrangement. Additional charges on postage may be imposed for us to arrange a second delivery.
Can I use my office address as a delivery destination?
Yes, you may use your office address as your delivery destination. Be sure to provide us with your full name, department and building name/floor to ensure the delivery is made accurately.
Is the Self-Pickup option available?
No, we do not facilitate self-pickups at the moment.
Do you ship to P.O. box?
Unfortunately, no, we are unable to deliver to P.O. boxes.
You may either choose Poslaju or DHL E-Commerce service for local shipment within Malaysia. For international delivery (outside Malaysia), only DHL Express is available. Note: the availability may vary depending on the service coverage area by respective partners.
How long does it take for my order to be shipped?
Once your payment has been verified, we will process and ship your order within 2 business days. Orders made after 9AM will be processed on the next business day. A notification email containing your order tracking details will be sent to you once the item is sent for shipping.
How much will the postage fee cost?
All local and international delivery fees will be automatically calculated based on the parcel’s weight/dimension and your shipping country during checkout.
When will I receive my order?
It will take approximately 3 - 5 business days from the order shipped date, for local delivery (West Malaysia) and 5 - 7 business days for Sabah and Sarawak. For international orders, the delivery time frame is subjected to the courier service provider, country of destination as well as customs clearance. The estimated delivery time frame is between 7 - 10 business days.
Where can I track my order?
You can track the order delivery status here.
I have made my purchase but still did not receive my tracking number.
In this instance, 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 2 business days.
Why is my tracking number showing no record?
It may take up to 24 hours for our delivery partners to update the details of your parcel upon its pick-up. We appreciate your patience and you should expect your package to arrive within the estimated time frame. Kindly drop us an email with your order and tracking numbers to [email protected] in the event where the tracking details are not updated for more than 24 hours and our team will investigate further.
Can I change my delivery address?
You may check with our customer service on the status of your order. No changes can be made to the delivery details once the items are processed/shipped.
What would happen if I am not around when the courier partner arrives at my delivery address?
Our delivery partners will make 3 delivery attempts, or a note will be left at your doorstep if there's no one around during the delivery. You may contact them directly to check the status of the parcel or to arrange a self-pickup at their facility.
What happens if my item is returned back to the sender by the courier service provider?
In the case of a failed delivery, our customer service team will drop you an email to notify and advise further for a re-delivery arrangement. Additional charges on postage may be imposed for us to arrange a second delivery.
Can I use my office address as a delivery destination?
Yes, you may use your office address as your delivery destination. Be sure to provide us with your full name, department and building name/floor to ensure the delivery is made accurately.
Is the Self-Pickup option available?
No, we do not facilitate self-pickups at the moment.
Do you ship to P.O. box?
Unfortunately, no, we are unable to deliver to P.O. boxes.
International Deliveries - Duties & Taxes
What courier service is used for International delivery?
All International shipments will be facilitated by DHL Express.
How much is the shipping cost to my country?
All shipping fees are calculated at checkout and will be based on the parcel weight/dimension as well as the delivery address/country.
Will I have to pay any additional taxes or duties?
All international deliveries may be subjected to import duties and taxes, which are levied once a shipment 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. Naelofar cannot control and is not responsible for any duties applied to your package. You should contact your local customs office for the fee calculations.
Can I place an order for a friend/family staying abroad?
Yes, you can. Be sure to log in/surf the correct Naelofar website according to your friend/family’s region. You can select from our list below:
For delivery within Malaysia, shop here »
For delivery to Singapore, shop here »
For delivery to Brunei, shop here »
For delivery to Indonesia, shop here »
For delivery to Other Regions, shop here »
All International shipments will be facilitated by DHL Express.
How much is the shipping cost to my country?
All shipping fees are calculated at checkout and will be based on the parcel weight/dimension as well as the delivery address/country.
Will I have to pay any additional taxes or duties?
All international deliveries may be subjected to import duties and taxes, which are levied once a shipment 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. Naelofar cannot control and is not responsible for any duties applied to your package. You should contact your local customs office for the fee calculations.
Can I place an order for a friend/family staying abroad?
Yes, you can. Be sure to log in/surf the correct Naelofar website according to your friend/family’s region. You can select from our list below:
For delivery within Malaysia, shop here »
For delivery to Singapore, shop here »
For delivery to Brunei, shop here »
For delivery to Indonesia, shop here »
For delivery to Other Regions, shop here »
Returns & Refunds
Can I return the item I purchased?
Yes, you can. Kindly submit a request to our customer service representative at [email protected] and our agent will assist you in the process to return and refund. Please view our return policy on the type of items and conditions eligible for returns.
Are all items returnable?
You may refer to our Returns Policy for the type of purchases which are not eligible for returns.
Can I return an internationally purchased order?
Yes you can. The same policy applies for international orders.
Can I exchange the item I purchased?
For online purchases, you may submit a Return & Refund Request to our customer service representative at [email protected] for a refund to be made. You can then proceed placing a new order on our website with your new preference of size, colour or collection. Product exchange is not available for online purchases.
When can I return my item?
You will have a 30-day window from the date of purchase with the original receipt/invoice to return the item. Upon acceptance of the return request, all returned items will take up within 7 to 14 working days to be processed by our team.
*Please note that all late refund requests will not be entertained and the decision made by the company is final and not subject for further appeal.
How and where can I return the item?
We offer reverse pick-up by our courier partners at your doorstep as well as physical drop-off at our courier partner’s branches. Kindly send a return request to [email protected] for the return arrangement. Our customer service representative will attend to your request.
When will the refund be credited back to my account?
Once we have accept your refund item request, the refund will be immediately processed and will take up within 7-14 working days to reflect in your account.
Will my 'N Points' be reversed if I return & refund my purchase?
Yes, your Naelofar Rewards points ('N Points') will be reversed from your account according to the net refunded amount. This however depends on our sole discretion.
Yes, you can. Kindly submit a request to our customer service representative at [email protected] and our agent will assist you in the process to return and refund. Please view our return policy on the type of items and conditions eligible for returns.
Are all items returnable?
You may refer to our Returns Policy for the type of purchases which are not eligible for returns.
Can I return an internationally purchased order?
Yes you can. The same policy applies for international orders.
Can I exchange the item I purchased?
For online purchases, you may submit a Return & Refund Request to our customer service representative at [email protected] for a refund to be made. You can then proceed placing a new order on our website with your new preference of size, colour or collection. Product exchange is not available for online purchases.
When can I return my item?
You will have a 30-day window from the date of purchase with the original receipt/invoice to return the item. Upon acceptance of the return request, all returned items will take up within 7 to 14 working days to be processed by our team.
*Please note that all late refund requests will not be entertained and the decision made by the company is final and not subject for further appeal.
How and where can I return the item?
We offer reverse pick-up by our courier partners at your doorstep as well as physical drop-off at our courier partner’s branches. Kindly send a return request to [email protected] for the return arrangement. Our customer service representative will attend to your request.
When will the refund be credited back to my account?
Once we have accept your refund item request, the refund will be immediately processed and will take up within 7-14 working days to reflect in your account.
Will my 'N Points' be reversed if I return & refund my purchase?
Yes, your Naelofar Rewards points ('N Points') will be reversed from your account according to the net refunded amount. This however depends on our sole discretion.
Naelofar Rewards
What happened to the Naelofar Rewards Program?
The Naelofar Rewards is now FashionPass! FashionPass awards our Naelofar customers with more perks and benefits when you become a member, unlocking more 'member's only' experiences. Existing 'Naelofar Rewards' or Naelofar web store (my.naelofar.com) members are automatically FashionPass members.
What is FashionPass and 'FP Points'?
FashionPass is our loyalty program where registered members can earn points by purchasing from our official stores. 'FP Points' refers to the points awarded from purchases or related campaigns.
How can I become a FashionPass member?
There are multiple ways in which you can become a FashionPass member & it's FREE!
For online methods, you can register an account here.
For in-store registration, simply head to any of Naelofar's official stores and sign-up by scanning the QR code at the payment counter or approach any of our friendly boutique assistants for registration.
What happens to my existing N points from the Naelofar Rewards program?
Effective 15 January 2024, new accounts registered on my.Naelofar.com will be automatically registered as a FashionPass member to guarantee that you enjoy the perks of your purchase. All exisiting 'Naelofar Rewards' or Naelofar web store (my.naelofar.com) members will be automatically converted into a FashionPass member, and will be able to collect and redeem points at both Naelofar stores and web store.
How do I check my FashionPass membership and see my existing points?
You can sign-in to your FashionPass account here to check on your 'FP Points' amount and status. You can also walk in to any of our retail stores and ask our friendly boutique asistants for help to check on your 'FP Points' amount. If you do not have an account, simply sign up here.
Please click here for more information on FashionPass and the answers to other frequently asked questions.
The Naelofar Rewards is now FashionPass! FashionPass awards our Naelofar customers with more perks and benefits when you become a member, unlocking more 'member's only' experiences. Existing 'Naelofar Rewards' or Naelofar web store (my.naelofar.com) members are automatically FashionPass members.
What is FashionPass and 'FP Points'?
FashionPass is our loyalty program where registered members can earn points by purchasing from our official stores. 'FP Points' refers to the points awarded from purchases or related campaigns.
How can I become a FashionPass member?
There are multiple ways in which you can become a FashionPass member & it's FREE!
For online methods, you can register an account here.
For in-store registration, simply head to any of Naelofar's official stores and sign-up by scanning the QR code at the payment counter or approach any of our friendly boutique assistants for registration.
What happens to my existing N points from the Naelofar Rewards program?
Effective 15 January 2024, new accounts registered on my.Naelofar.com will be automatically registered as a FashionPass member to guarantee that you enjoy the perks of your purchase. All exisiting 'Naelofar Rewards' or Naelofar web store (my.naelofar.com) members will be automatically converted into a FashionPass member, and will be able to collect and redeem points at both Naelofar stores and web store.
How do I check my FashionPass membership and see my existing points?
You can sign-in to your FashionPass account here to check on your 'FP Points' amount and status. You can also walk in to any of our retail stores and ask our friendly boutique asistants for help to check on your 'FP Points' amount. If you do not have an account, simply sign up here.
Please click here for more information on FashionPass and the answers to other frequently asked questions.
Click n Collect
What is Click N Collect
Click n Collect is a new and convenient way for you to collect your online orders. Shop online anytime, and collect your purchase at a Naelofar store of your choice at TTDI Luxe, iOi City Mall, KL East Mall or Setia City Mall. Find out more about Click N Collect here.
Click n Collect is a new and convenient way for you to collect your online orders. Shop online anytime, and collect your purchase at a Naelofar store of your choice at TTDI Luxe, iOi City Mall, KL East Mall or Setia City Mall. Find out more about Click N Collect here.
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Get RM10 OFF + 5x FP Points
your First Order!
Limited time only until 31st Jan 2024
Create an account to earn rewards, track orders and make the most of Naelofar.com via our FashionPass loyalty program.
*5x FashionPass points applicable for any successful first order made as a member.
To get RM10 OFF with minimum spend of RM50, use code ‘MEMBER10’ at checkout via my.naelofar.com only. Other T&C apply.
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