Return Policy & FAQ

ORDERS

  WHEN IS DAILY ORDER PROCESSING CUT OFF TIME?
  • Orders paid & notified before 3:00pm, East Malaysia 12pm will be processed on the same business day.
  • Orders are processed and shipped on business days only (Monday through Friday, excluding Holidays).
  • Orders paid & notified on Holidays or weekends will be processed on the next business day.
  CAN I MODIFY MY MAILING INFORMATION AFTER SUBMISSION?
  • Please contact our customer service to amend your mailing information.
  CAN I MODIFY MY ORDER ITEMS AFTER SUBMISSION?
  • Order items are unable to be modified after submission, please submit a new order.
  CAN I REQUEST TO MODIFY MAILING INFORMATION FOR PAID ORDERS?
  • We do not accept any form of changes to orders once payment is confirmed. Please confirm your mailing information before payment.
  HOW LONG WILL MY ORDER BE KEPT BEFORE PAYMENT?
  • All orders will be kept for 7 days and automatically deleted afterwards. Deletion is not reversible, please re-order if required.
  WHERE IS MY ORDER?
  • You can track your order status by logging in to your account. You may also reach us at010 – 8200 780(Mon – Fri 9AM – 5PM) or email us for status updates.
  • To track your order, get the tracking number next to the order at member panel. Enter your tracking number at the corresponding courier website below.
    • GDEX
      • Tel : 03-7787 2222
      • Website : www.gdexpress.com/malaysia/e-tracking
    • Poslaju
      • Tel : 1300-300- 300
      • Website : www.pos.com.my
  HOW TO CANCEL MY ORDER?
  • Orders will automatically canceled after 7 days. No additional action required.

PAYMENT

  WHAT ARE THE AVAILABLE PAYMENT OPTIONS? We accept the following payment methods:
  • Visa/Master
  • Ipay88
  • Paypal
  • Maybank/CIMB/Public Bank (Bank in or online transfer)
  • Important : For security purposes, your billing name and address must match with credit card registered information. We reserve the right to cancel any order that does not match.
  HOW DO I MAKE PAYMENT? You can make payment via:
  • Online Payment
    • Please select lpay88 (For Malaysia and Singapore customer only) or Paypal (For international customers, 3% processing fees apply)
    • lpay88 supports Malaysia’s major banks and Credit Card payment.
  • Offline Payment
    • Deposit directly to our Public Bank, Maybank and CIMB Bank account by cash deposit machine, bank counter or cheque.
  HOW DO I NOTIFY YOU OF PAYMENT?
  • Online Payment (Ipay88/Paypal)
    • Payment will validated by the system automatically.
    • If system validation failed but you believe the payment has already transferred, please contact us.
  • Offline Payment
    • You may notify us about your payment through the website, / email (customer service email:pandorabox.marketing@gmail.com) or phone / sms (customer service phone 019-5208881). Please keep your payment receipt properly.
  HOW DO YOU REFUND MY BALANCE?
  • Balance will refunded to your PANDORABOX.COM.MY account. You may cash out anytime by providing your bank account number.
  • Cash out takes at least 1 working day.
  HOW MUCH TIME DO YOU NEED TO VALIDATE MY PAYMENT?
  • Most payments validate within 12 business hours.
  • Giro Transfer or Cheque payment require 1-3 business days to validate, and are not recommended for urgent orders.
  WHAT BANK DO YOU ACCEPT FOR PAYMENT?
  • You can pay by Maybank, Public Bank and CIMB Bank. For other banks and credit card user, you may pay by lpay88 payment gateway.
  • Lpay88 supports all banks in Malaysia, such as Alliance Bank, Hong Leong Bank, RHB, UOB etc.

DELIVERY

  CAN I REQUEST A SPECIFIC DELIVERY TIME?
  • For GDEX delivery, you can select the following time-slot : 8am-12pm, 12pm-3pm, 3pm-6pm, 6pm-9pm.
  • Please bear in mind that delivery may still be delayed due to unforeseen circumstances. Other courier companies do not have time-slot option.
  DO COURIER COMPANY DELIVER ON SATURDAYS, SUNDAYS AND PUBLIC HOLIDAYS?
  • Saturday
    • Postlaju : Full day delivery
    • GDEX : Full day delivery
  • Sunday / Holiday
    • Poslaju : No delivery
    • GDEX : No delivery
  AM I ENTITLED TO FREE POSTAGE?
  • West Malaysia customers are entitled to free Skynet/Taqbin for orders above RM100.
  • East Malaysia customers are entitled free E-parcel(air parcel by POS) for order RM150 above.
  DO I REQUIRE TO SIGN TO ACKNOWLEDGE PARCEL DELIVERY?
  • Yes, every courier that we use require your signature of acknowledgement.
  HOW DO I CONTACT THE COURIER COMPANY?
  • GDEX
    • Tel : 03-7787 2222
    • Website : www.gdexpress.com/malaysia/e-tracking
  • Poslaju
    • Tel : 1300-300- 300
    • Website : www.pos.com.my
  HOW DO I GET MY PARCEL TRACKING NUMBER?
  • You may check your tracking number at member area. System will notify your tracking number by email after shipped out.
  • Please make sure your registeredemail is valid to received email.
  HOW DO YOU SHIP MY PARCEL?
  • We cooperate with GDEX for delivery.
  HOW LONG DO I NEED TO WAIT FOR MY PARCEL ARRIVES?
  • Delivery may be delayed due to bad weather, lorry breakdowns, shorthanded, wrong station delivery, traffic jams and other circumstances.
  • Please contact the courier company for clarification.
    • Poslaju : 1-3 working days
    • GDex : 1-3 working days
  HOW TO TRACK PARCEL DELIVERY STATUS?
  • Enter your tracking number at corresponded courier website.
  • It may show no record on the day shipped because data is not updated, recommend to track after 8pm.
  • GDEX
    • Tel : 03-7787 2222
    • Website : www.gdexpress.com/malaysia/e-tracking
  • Poslaju
    • Tel : 1300-300- 300
    • Website : www.pos.com.my
  I RECEIVED A NOTE FROM COURIER COMPANY INFORMS ME TO PICK UP AT THEIR ADDRESS, CAN I REQUEST TO RE-DELIVERY? It’s possible in most cases, please contact the courier company.
  • GDEX
    • Tel : 03-7787 2222
    • Website : www.gdexpress.com/malaysia/e-tracking
  • Poslaju
    • Tel : 1300-300- 300
    • Website : www.pos.com.my
  MY ORDER IS URGENT, WHAT SHOULD I DO?
  • Please contact the courier company to confirm your delivery on desired timeframe.
  • Self-pickup is recommended.
  MY PARCEL IS DELAYED, COULD YOU CONTACT COURIER COMPANY ON MY BEHALF?
  • We recommend you to contact the courier company personally because parcel delay is often caused by incorrect address, absence during delivery or address not found.
  • Please contact with us if the problem persist after that.
  WHAT IS THE COD PROCEDURE? DO I NEED TO PAY UPFRONT?
  • Please select COD as your delivery method, contact with our customer service to arrange date/time and obtain our store address. No upfront payment needed.
  WHAT SHOULD I DO IF MY PARCEL DELIVERY IS DELAYED?
  • Please contact the courier company for clarification. Please note that MARKETING@PANDORABOX.COM.MY does not represent or own courier companies, we hope you understand that certain delays are beyond our control.
  • GDEX
    • Tel : 03-7787 2222
    • Website : www.gdexpress.com/malaysia/e-tracking
  • Poslaju
    • Tel : 1300-300- 300
    • Website : www.pos.com.my
  WHAT TIME WILL THE COURIER DELIVER MY PARCEL?
  • Delivery time depends purely on postman route schedule, which means it is unpredictable. Please contact the courier company if you want to arrange or
  • confirm your delivery time.
  WHEN WILL YOU SHIP MY ORDER ONCE PAYMENT IS CONFIRMED?
  • We will ship out your order within 24hrs(excluding Sundays/Public Holidays) as soon as we received payment.
  • Daily shipment schedule:
    • Monday to Friday
      • Poslaju : Payment notified before 11:30am, ship on same day
      • GDEX : Payment notified before 11:30am, ship on same day
    • Saturday / Sunday / Public Holiday
      • Poslaju : No shipping
      • GDEX : No shipping

RETURN POLICY

You have 14 days to return an item from the date received. Please refer below to determine whether the goods still can be returned, and which party is responsible for the shipping fees.
  • Non-returnable Items
    • Items received more than 14 days.
    • A used or unsealed product, except certain stated conditions
    • Product not sold by Pandorabox.com.my
    • Product damaged by buyer.
    • Product with missing part.
    • Free gift and samples.
    • Refund
  • If refund is needed during return process, we’ll debit into your Pandorabox.com.my account credit. The credit can be used to pay for your next order or you may choose to withdraw into bank account.
SHIPPING RECEIPT
  • Please keeps return shipping receipt properly. We will only pay flat rate at RM6/shipping without present of receipt.
RETURN REQUEST
  • After login Pandorabox.com.my, click《Return Request》 at the left side of member panel and fill in the form.
  • Once you received confirmation from administrator, you may proceed to post back item.
  • In the event of dispute, the decision of PANDORABOX.COM.MY shall be final and conclusive.
 

GENERAL

  ARE ALL PRODUCTS READY STOCK?
  • Yes, everything sold here is ready stock! Products that are labelled ‘out of stock’ logo are non-orderable. However, if the product ordered is out of stock or insufficient quantity, we will contact with you personally by email or phone.
  HOW DO I CHECK MY ORDER, REVIEWS AND TRANSACTION HISTORY?
  • After Login, access "Member Center" at top menu, where you can view all transaction records, order details, as well as reviews and member points.
  ARE PANDORABOX.COM.MY PRODUCTS GENUINE?
  • PANDORABOX.COM.MY sells only 100% genuine, authentic and original products,
  • We only deal with direct manufacturers and authorized distributors to ensure that there
  • are no imitation products in our stock.
  • In fact, we are passionate about skin care and cosmetics and hate imitation products as much as everyone else!