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FAQ

HOW TO SHOP

How will I know if MARCHEVER has received my order?

After you place your order, you will receive a confirmation email from MARCHEVER within 15 minutes informing you that your order has been received. If you do not receive a confirmation email after 15 minutes (please ensure the email was not sent to your junk folder), it means we have not received your order and no payment has been received by MARCHEVER. You will then need to place a new order.

 

If you placed the order through your account, you can locate it on My Purchases & Returns under My Account. Please contact us at [email protected] or on live chat for further assistance.

 

There’s an item missing from my order, what should I do?

Please check the list in your shopping bag. If there is any missing item(s), contact us at [email protected] or on live chat.

 

All orders will be fulfilled based on available stock. If a particular product in your order does not meet our quality checks or is out of stock, your order will be processed with the remaining item(s). Item(s) not included will be refunded accordingly.

 

How can I view my order information and history?

To view your order information and history, sign in to your account, go to My Account and then to My Purchases & Returns. Track the View Order button that corresponds to your order number.

 

If you have opted for guest checkout, you can view your order information via the confirmation email sent to you. Please contact us at [email protected] or on live chat for further assistance.

 Can I amend my order?

  1. Before we process you still can cancel / amend the order
  2. You can’t amend the size/colour of the item(s); remove or add item(s); or change the payment mode

 

Can I cancel my order?

Once your order has been placed successfully, you will not be able to cancel it.

 

How do I add items back to my shopping bag after cancelling my order?

All orders, including cancelled orders, will be recorded in your purchase history. To reorder, sign in to your account, go to My Account and then to My Purchases & Returns. Locate the View Order Details button that corresponds to your order. You can view the items you have cancelled and add them back to your shopping cart.

 

I did not complete the entire checkout process. Will my item(s) remain in my shopping bag?

All items that you previously added into your shopping bag under your account will remain in your shopping bag until you have successfully placed the order or removed the item(s) from it.

 

My order was cancelled due to online security checks or stock availability, how will I be refunded?

If your order was cancelled and your payment was captured, you will be refunded via your original payment mode. Please allow up to 14 working days for payment to be refunded. Once your refund is processed, you will receive a notification email. After we have refunded you, it might take up to 7 working days or more to see it reflected in your account. This depends on your payment services provider. If you have not received your refund after 7 working days, contact your payment processor directly for assistance.

 

When I place an item in my shopping bag, will it automatically be reserved for me?

Placing an item in your shopping bag does not guarantee that the item has been reserved. Complete the checkout process to ensure you get your item(s).

 

My order was unsuccessful, what should I do?

If your order was not successfully placed, please check that the correct address, postal code and authentication code (if applicable) were used. Do note that periods (.) and commas (,) are the only recognised characters within the order fields.

I received an error when placing my order, what should I do?

Please provide a screenshot of the page where you experienced the error, or copy the error message and send it to [email protected] for further assistance.

 

PAYMENT

What forms of payment can I use?

We accept payment via Online Banking, MasterCard, Visa, American Express, e-Banking and e-Wallet .

 

Will MARCHEVER store my payment information?

MARCHEVER does not store any customer's credit/debit card information. When you pay by credit/debit card, all credit/debit card information is directly transacted in a secure fashion to CyberSource or PayPal, our payment gateway providers.

 

My payment has been declined, what should I do?

Please try again and make sure you’re including the correct information for login details, card number, expiry date, etc. If the problem persists, contact your issuing bank or try an alternative mode of payment. For further assistance, please contact us at [email protected] or on live chat.

 

Why are there extra charges reflected on my credit card bill?

Your issuing bank may impose small administrative charges. Please contact your bank for further information.

 

Why do I see double records on my online bank statement for my purchase?

All payments made using a debit card will result in two records: authorisation and settlement. You will see both records reflected on your online bank statement. Authorisation refers to funds held by the bank while the payment is in the process of being approved or declined. Settlement refers to the actual payment (i.e the merchant has captured the fund that was on hold previously). Please note that although there are two records, there is only one single charge. For further clarification, please speak to your bank.

 

SHIPPING

What are the available delivery options and rates?

BUSINESS AS USUAL AT MARCHEVER

Given the current COVID-19 situation, we would like to reassure you that MARCHEVER is operating as per normal. We are still dispatching orders from our warehouse and working hard to make deliveries as safe as possible. However, you may experience order delays in the event that our couriers are unable to make deliveries. Use the tracking link sent to you after order confirmation to get real-time updates from our couriers directly. If you have any questions, please contact our Customer Service team during our opening hours.

DELIVERY OPTION

RATES

DELIVERY TIME

J&T

RM7.00

Orders will arrive within 4-6 Working Days*.

POSLAJU

RM7.00

Orders will arrive within 4-6 Working Days*.

 

Note: All orders are currently shipped out from Penang.

 *Working days refer to Mondays to Saturdays, not including Sundays, and Public Holidays in Malaysia. Orders placed and confirmed by 0800 hours (GMT+8) will be processed on the same day, while orders placed and confirmed after 0800 (GMT+8) on Saturdays, Sundays and Public Holidays will be processed on the next working day.

 *Please note that delivery may take longer during sale events.

 

How can I track my order status?

 

Once you’ve signed into your account, you can view your order status in My Purchases & Returns under My Account. Your order status is reflected next to your order number.

 

If you opt for guest checkout, you will not be able to view your order status.

 

For further assistance, please contact us at [email protected]

 

STATUS

DESCRIPTION

In Progress

Your order is currently being processed.

Shipped

Your order has been sent to the designated courier company. You will receive a notification email with a tracking number.

Cancelled

Your order has been cancelled.

Complete

Your order has been successfully received.

 

 

How do I track my order?

To track your order, sign in to your account and view My Purchases & Returns under My Account. Locate the Track Your Order button that corresponds to your order number, and you will be navigated to the online tracking system of the designated courier company.

 

If you have opted for guest checkout, you will still receive a tracking number in your shipment confirmation email.

 

Please contact us at [email protected] or on live chat for further assistance.

 

I have not received my package, what should I do?

If you did not receive your package by the expected delivery date, please check on the shipment by tracking your order. To track your order, sign in to your account and view My Purchases & Returns under My Account. Locate the Track Your Order button that corresponds to your order number, and you will be navigated to the online tracking system of the designated courier company.

 

If you have opted for guess checkout, you will still receive a tracking number in your shipment confirmation email.

 

For further assistance, please contact us at [email protected] or on live chat.

 

Can I change my shipping address after my order has been dispatched?

Unfortunately, we are unable to redirect orders once your items have been shipped. If the address provided is incorrect, the package will be returned to us by the delivery agent or the unintended recipient.

 

Please ensure you provide the correct shipping address. Check your address carefully when placing an order and ensure you choose the right location in the shipping address field (e.g. Penang vs. Pulau Pinang). To remove an outdated or incorrect address from your account, sign in to your account and edit/update your address in your Address Book.

 

If no one is available at the delivery address to receive the package, the delivery agent will leave an “unable to deliver” note at the location and it’s up to you to follow up and arrange for another delivery date. Please note that any additional shipping charges for attempted delivery and returning shipping charges will be borne by you.

 

How is a failed delivery processed?

Most of our delivery agents make two attempts to deliver a parcel and they may require a signature upon delivery of parcel. It is generally up to the delivery agent’s discretion to determine whether a signature is required. If the first round of delivery is unsuccessful, the agent will contact the recipient using the given contact number to rearrange for another delivery date. If the recipient fails to receive the package after the two delivery attempts, the package will be returned to MARCHEVER.