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FREQUENTLY ASKED QUESTIONS (FAQ)

ACCOUNT

 

DO I NEED TO CREATE AN ACCOUNT TO PLACE AN ORDER?

Accounts are optional and you can checkout as a "guest". However, creating an account will allow you to save time at checkout by logging into your account. This will pre-fill your details at the checkout. Also, you will be able to manage your account, view order history and order status.

 

WHAT SHOULD I DO IF I FORGET MY ACCOUNT PASSWORD?

It's easy to reset your password. Just click on "Forgot password?" on the account login screen, enter your e-mail and we will send you an e-mail with instructions on how to reset your password.

 

 

ORDERS & PAYMENT

 

HOW TO BUY?

1. Choose the Collection (Bracelets | Butang Baju Melayu // Shirt Studs | Cufflinks | Knitted Ties & Tie Clips). Click on the items you are interested in to view the pics and see details of the items, including the compositions, sizes, colors and prices.

2. Select an item and add it to your cart. You can then choose to either carry on shopping and add more items to your cart or to proceed to checkout to process your order. Once you are done shopping, check that all the items in your cart are correct.

3. Click on "checkout" and then log into your account to pre-fill your details. If you don’t have an account with us, you can either create one or checkout as a "guest". Ensure that your shipping and billing addresses are correct to calculate the shipping cost. Finally, select a payment method to complete your order.

 

WHAT PAYMENT METHODS DO YOU OFFER?

We have several different types of payments that you can choose depending on your location:

Within Malaysia:

  • Credit card (VISA, MasterCard)

  • Online bank transfer (Maybank2U, CIMB Clicks, RHB Online, Affin Online, AmOnline, Bank Rakyat, Hong Leong Online)

  • FPX (Maybank2U, CIMB Clicks, RHB Online, Hong Leong Online, Bank Islam, PBeBank)

  • WebCash

  • PayPal (Visa, MasterCard, American Express, Discover)

International:

  • Credit card (VISA, MasterCard)

  • PayPal (Visa, MasterCard, American Express, Discover)

     

    WHAT CURRENCY WILL I BE CHARGED IN AND CURRENCY CONVERSIONS

    All prices listed on our site are in Malaysian Ringgit (MYR/RM), and charged to your credit card in Malaysian Ringgit (MYR/RM). The bank that has issued your credit card determines the exact exchange rate that you will be charged, but in general it should match closely with the current rate. To get an estimate of the current rate, check out the link below: 

    XE.com - Foreign Exchange Rate Calculator

    (Please note that we do not make any guarantees or promises about what the current exchange rate is or what you will be charged by your bank, as this is out of our control.)

     

    I GET AN ERROR MESSAGE WHEN I ENTER MY SHIPPING AND BILLING ADDRESSES. WHAT’S GOING ON?

    If you are receiving an error message, there may be a problem with your credit card information, billing or shipping address. The billing address should match exactly what your bank has on file. Please review all information closely and look for any typos.

     

    WHY MIGHT MY CREDIT CARD BE REFUSED?

    Your credit card may be refused for any of the following reasons:

    • The card may have expired. Check that your card is still valid.

    • You may have reached your credit limit. Contact your bank to check that you have not exceeded the authorized purchase limit.

    • You may have entered some information incorrectly. Check that you have filled in all the required fields correctly.

     

    IS IT SAFE TO USE MY CREDIT CARD ON YOUR WEBSITE?

    Yes, the data is transmitted SSL-encrypted. For payments with Visa and Mastercard, only Secure Electronic Transactions (SET) are accepted. After verifying that the card is included in the SET system, the system will contact the card-issuing bank to enable the buyer to authorize the purchase. When the bank confirms the authenticity, the payment will be charged to the card. Otherwise the order will be cancelled.

     

    MY ORDER WON’T GO THROUGH. WHAT SHOULD I DO?

    If you’re still receiving an error message after reviewing your credit card information, billing and shipping address, make sure you’re using the latest version of your web browser.

    If you continue to receive error messages, please contact us at info@zooforpeople.com.

     

    DID MY PURCHASE GO THROUGH?

    If your card/account has been charged and you have received an order confirmation email, the purchase is successful and we will proceed accordingly. If you created an account when you completed the purchase you will also be able to log in and check the order status.

     

    WHERE IS MY ORDER CONFIRMATION?

    If for some reason you did not receive an order confirmation, please check your spam folder. If the order confirmation is not in the spam folder as well, please contact us at info@zooforpeople.com.

     

    I JUST PLACED MY ORDER. CAN I ADD ANOTHER ITEM TO IT?

    Unfortunately we cannot add items to an existing order. Please place a new order for the item.

     

    WHY WAS MY ORDER CANCELED?

    Due to an unforeseen event, the item you ordered suddenly became out of stock and is no longer available. We promise these cases are rare. However, if an item in your order does become unavailable, you will be contacted within 24 to 48 hours about the cancellation. If your order contains additional items, the additional items will still be shipped to you and the unavailable item will be removed from your order. You will be immediately given store credit for items found to be out of stock, or refunded upon request.

     

     

    SHIPPING

     

    WHERE DOES THIS ONLINE STORE SHIP FROM?

    Zoo For People ships out of Kuala Lumpur, Malaysia.

     

    IS INTERNATIONAL SHIPPING AVAILABLE?

    Yes, international shipping is currently available to select international locations. Please see shipping for our shipping & delivery details.

     

    APPROXIMATELY HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?

    Orders are usually sent out within 3 business days of purchase, unless specified within the item page. Shipping takes up to 3 business days to addresses within Malaysia and up to 20 business days to international addresses, depending on your location. Please see shipping for our shipping & delivery details.

    Please note that shipping times may vary due to availability of merchandise. Orders are not generally shipped on the weekends or holidays.

     

    IS TRACKING AVAILABLE?

    Yes, tracking is available for both domestic and international shipping. Your order tracking number will be emailed to you with your Shipping Confirmation once your order has been shipped.

     

    WHEN WILL I KNOW MY ORDER HAS BEEN SHIPPED?

    You will receive an order shipping confirmation email from us (which will also include your order tracking number) once your order has been shipped. If you created an account, you will also be able to log in and check the shipping status.

    This will let you know that the order has left our warehouse and is on its way. Please note it may take a few hours for any movement in the shipping details to show in the tracking system.

     

    WHERE IS MY SHIPPING CONFIRMATION?

    As soon as your order ships, you will receive an email confirmation at the email address you entered on your order. If for some reason you did not receive the email confirmation, please check your spam folder. If the order confirmation is not in the spam folder as well, please contact us at info@zooforpeople.com

    Please note that orders are usually sent out within 2-3 business days of purchase, unless specified within the item page. Orders are also not generally shipped on the weekends or holidays.

     

    CAN I HAVE A DIFFERENT DELIVERY ADDRESS TO MY BILLING ADDRESS?

    Yes you can but orders can be slightly delayed while we verify that the shipping address is legitimate.

     

    DO YOU DELIVER TO PO BOXES?

    We do not ship to PO boxes.

     

    WILL I HAVE TO PAY INTERNATIONAL TAXES & DUTIES? (INTERNATIONAL CUSTOMERS)

    Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. Zoo For People cannot control and is not responsible for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance. 

    Customs policies, including duties and taxes, vary from country to country. Please contact your local customs office for further information, including specific amounts and percentages.

    By law, we must declare all items at their full price and cannot alter this amount to decrease international customs fees.

    Please note that on rare occasions customs agents may delay delivery of some packages.

    If you refuse a shipment from Zoo For People, you will not be refunded.

     

     

    PRODUCT INFORMATION

     

    I’M UNSURE ABOUT A ZOO FOR PEOPLE HARDWARE SIZE OR I HAVE A FIT QUESTION. HOW DO I FIND THIS INFORMATION?

    Please see our Sizing Guide for size details. If you still have specific questions about a fit or measurements of an item, please email us at info@zooforpeople.com.

     

    HOW DO I CARE FOR MY ZOO FOR PEOPLE HARDWARE?

    Please see our Care Instructions for care information.

     

     

    OTHERS

     

    I RECEIVED THE WRONG ITEM, WHAT DO I DO?

    Occasionally mistakes do happen and we will look to rectify this as quickly as possible. Please email us at info@zooforpeople.com with details of the issue and attach images of the problem. Please include your order number when emailing us. We appreciate all the information we can get regarding the issue. We will be in touch and will try to solve the problem as fast as we can.

     

    I RECEIVED A ZOO FOR PEOPLE GIFT CARD. HOW DO I USE IT?

    1. Under the Payment section during checkout, click the “Use A Gift Card” button.
    2. Enter your gift card number.
    3. Click “Apply Gift Card”.
    4. The gift card amount will be deducted from your order total.

     

    IS YOUR WEBSITE SECURE?

    Yes. Your personal online security is important to us so when placing an order on Zoo For People.com.

    Our website includes an SSL certificate that uses industry standard 128 bit encryption technology and is certified Level 1 PCI DSS compliant, which is a requirement to accept Visa, MasterCard, and other credit cards. This is the same level of encryption used by large banks to keep your information secure.

    The SSL certificate on our website ensures that sensitive data is safe from prying eyes. Your credit card and personal information is encrypted when transmitted to us and are securely stored. 

    Additionally, before processing an order, we will confirm that the billing address provided matches the address on file with your credit card company.

     

     

    COLLABORATIONS / WHOLESALE

     

    HOW DO I BECOME A ZOO FOR PEOPLE AMBASSADOR?

    We love to work and collaborate with people who have a genuine interest in fashion, and are always interested in collaborations. Shoot us an email at brand@zooforpeople.com and tell us about yourself and what platforms you use, and we will get back to you as soon as we possibly can.

     

    CAN I SELL ZOO FOR PEOPLE ITEMS IN MY STORE?

    If you are interested in selling our products, please contact us at brand@zooforpeople.com. Please provide information regarding your region and details about your store, as well as what products you would like to purchase and in what volumes.

     

     

    STILL NEED HELP?

    If you have any questions or concerns with respect to our products or services, please contact us at info@zooforpeople.com.

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