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FAQ

Shipping & Duties

1. 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. Order after 9 am will be processed on the next business day.

An email with the tracking number will be sent to you once the item has been shipped.

2. When will I receive my order?

⚬ For Local Delivery (Malaysia), it will take within 3 - 5 business days for your parcel to be delivered (5 - 7 business days for Sabah and Sarawak)
⚬ For International Delivery, it will be depending on the country of destination. The estimation will be within 7 - 14 business days, subject to the courier service provider and custom clearance at the respective country.

note: International shipment is currently on hold due to system upgrade.

3. How much will the postage fee cost?

All Local and International Delivery fees will be automatically calculated based on the parcel weight/dimension & your shipping country during checkout.

4. Why is my tracking number shows no record?

Don't be worry about your order status says "Shipped" but the tracking information doesn't show movement. Upon pickup from our courier partner, it may take up to 24 hours for the tracking detail to be updated. We appreciate your patience and you should expect your package to arrive within the estimated timeframe.

In the event where there's no movement in the tracking status after 24 hours or more, kindly drop us an email to customerservice@nhprima.com.my with the following detail for us to investigate further

- Order Number:
- Tracking number:
- Contact Number:

5. I still have not received the tracking number.

In this case, your order may not be processed yet but not to worry. A tracking number will be generated and email to you only after the order is processed and shipped, normally within 2 business days.

If your order status has been marked as "Shipped" but no tracking number received, kindly drop us an email to customerservice@nhprima.com.my with the following details for us to investigate further

- Order Number:
- Contact Number:

6. Can I change my delivery address?

We can't promise that we can accommodate all such requests as it shall be subjected to the business conditions. No changes are allowed once the order is processed/shipped.

7. What would happen if I was not around when the courier partner arrived at my delivery address?

Our courier partner will make 2 delivery attempts, or a note will be left at your doorstep should there's no one is 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

note: Always make sure to have someone available to receive the parcel upon the arrangement to avoid failed delivery.

8. What happens if my item is returned back to the sender by the courier service provider?

Upon receiving back your parcel, our customer service team will drop you an email to notify and advise further on a re-delivery arrangement.

note: Additional charges on the postage may be imposed for us to re-deliver the parcel.

9. Can I use my office address to receive my parcel?

Yes, you may use your office address to receive your parcel. Be sure to indicate the detail below for better reference:

- Full Name:
- Department:
- Building Name & Floor:

10. Do you provide a Self-Pickup option?

No, we do not offer a self-pickup service at the moment.

11. Do you ship to a P.O. box?

We're sorry, we are not able to deliver to any P.O. boxes.

12. 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 general amount may vary depending on the country to which the order was shipped.

You should contact your customs office in order to find out the specific percentage. Therefore, Naelofar cannot control and is not responsible for any duties applied to your package. You will be responsible for paying any additional charges for customs clearance.


Return & Exchange

1. Can I return my item for an exchange?

Should the item received to you is wrong, damaged, or defective, please contact us at customerservice@nhprima.com.my as we would assist you in exchange.

Be sure to indicate your order number and provide us with a snapshot of the item received.

note: Following reason will not be considered as a valid ground for a return, such as 'Change of Mind' & 'Not as per advertised'

2. How long do I have to return an item?

You have within 14 days to send a report to us upon receiving the item.

note: Any report or claim exceeding the return time frame will be considered invalid.

3. Who will bear the postage fee on the returned item?

The postage fee will be bare by you upon return. Once the return is accepted (subject to quality control inspection, a reimbursement will be processed.

4. When will I receive my exchange item?

Please allow our team 1 - 2 business days to review your item for a quality assurance check. Once completed, we will notify you via email on your return item.

5. If my return item is not exchangeable, can I request a refund?

We will try our level best to exchange with a new item. However, should exchange is not possible, a full refund on the item/order will be processed.


Account

1. Do I need to register an account with Naelofar.com to purchase?

Yes, You are required to register an account for you to start ordering from us. It will also allow you to keep track of your current and past orders.

2. How do I reset my password?

Simple, just click on the 'Forgot My Password and submit your account email address. You will receive an email where you will need to follow the step and create a new password.


Order

1. What happens after an order is made?

You will receive an email confirmation on your purchase with an Order Number. Be sure to check your order status on our website at www.naelofar.com by logging into your account.

Once your payment has been verified, we will process and ship your order within 2 business days. An email with the tracking number will be sent to you once the item has been shipped.

2. Can I add/remove/change items upon order successfully placed?

- Sorry, no changes can be made once an order has been placed. We highly recommend that you review your order before proceeding to checkout.

3. How do I cancel my order?

Yes you can request for order cancellation, but please note that it is only base on a valid reason (e.g.: duplicated order), which subject to the sole discretion of our team to accept or disapprove.

Cancellation requests due to ‘Change of mind’ will not be entertained.

Kindly drop us an email to customerservice@nhprima.com.my with the following details for us to process further.

- Order Number:
- Email Address:
- Contact Number:
- Reason of cancellation:


Payment

1. What payment options do you accept on naelofar.com?

We accept all Credit/Debit Card under VISA & MASTERCARD, Boost, GrabPay, etc. For more other specific payment options, please see the list of payment options when checking out.

2. Do you provide Cash on Delivery (COD)?

No, we do not accept COD service at the moment.

3. I was charged double for my order, what should I do?

We would advise you to quickly drop us an email to customerservice@nhprima.com.my for us to investigate with our finance department. Please provide us the detail below in the email:

- Email address:
- Contact Number:
- Payment Transaction ID:
- Date of Transaction:

note: You should receive an email notification on the transaction from our payment gateway system where you can obtain the Transaction ID.

4. Can I request for an official receipt?

You may drop us an email at customerservice@nhprima.com.my with following details, we will generate you an e-invoice for your perusal.

- Order Number:
- Contact Number:


Other Query

1. How do I redeem a voucher code?

A valid voucher code can be redeemed/used upon checking out. Be sure to insert/apply the code before proceeding to the payment. Be sure to register an account with us to utilize the voucher received.

The use of any Voucher Code is subject to its terms and conditions, which may differ base on issuance.

2. How can I get the latest news for Naelofar Products?

We would recommend that you subscribe to our e-newsletter and we’ll keep you posted.

- Alternatively, you may follow our Social Media account below:

- Facebook: www.facebook.com/NaelofarOfficial/
- Instagram: www.instagram.com/naelofar/

3. Can I join the Naelofar family?

Just drop your CV to jobs@nhprima.com.my where our Recruiter will review and propose your detail to the hiring manager for any suitable position. Be sure to also introduce a little bit about yourself in the email.

4. Will the item inside the cart be reserved for me?

Unfortunately, the item in the cart does not mean it is reserved for you. Should the item be removed/unavailable from the cart upon checking out, it shall indicate that the product is currently no longer in stock.

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