FAQ

Orders

How Do I Place An Order?

First step is to register with us as a member by clicking here.
All you need to do now is to browse! You can search for something specific by using the search bar or if you’re looking for a particular category of item, you can browse by category placed under the “PRODUCT” tab in the top bar of the page. Our latest items are placed under the “WHAT’S NEW” category.
Once you have found the item you want, click the “ADD TO CART” button.
You can either continue shopping or review the items in your cart by clicking the “SHOPPING CART” button.
If you’re happy with the items in your shopping cart, click “PROCEED TO CHECKOUT” to complete your order. If you have a discount code you’d like to use, key it in the box provided before checking out.

Are Items In My Cart Reserved For Me?

Putting an item into your cart DOES NOT reserve or hold that item for you. Before you proceed to checkout and make payment, that item will still be available for other buyers. Some items may be available in limited quantities, so in an unlikely event an item may be sold out before you checkout.

What Should I Do If There’s A Problem With My Order?

Our customer service team is more than happy to help you. Email us at info@puncaktiasa.com or call us at +603-6145 0225.

I Couldn’t Proceed With Payment And My Order Status Is Still Pending. What Should I Do?

Please contact us immediately via email info@puncaktiasa.com or call us at +603-6145 0225. We’d ask for your kind assistance not to bank in/transfer the amount to our bank account manually in this event as the system wouldn’t show your order as confirmed order.

Can I Cancel My Order And How Do I Cancel?

Yes you can, but you will need to call us at +603-6145 0225 as soon as possible so that we won’t process your order.

If it’s too late to cancel your order and we have shipped out your items, we will need to ask you to return the items and you will be reimbursed in the form of store credit. Click here for more information on our Return Policy.

Why Was My Order Cancelled?

In most cases, orders are automatically cancelled if we do not receive payments from you within 24 hours from placing the order. However if the amount has been deducted from your bank account or credit card, kindly email us with the transaction statement at info@puncaktiasa.com and we’ll sort it out for you immediately.

Can I Add An Item To My Order After Checking Out?

No, you can’t. You will need to place a separate order for the new item.

What Should I Do If I Received A Faulty Item?

We apologize profusely for this mistake and we hope it doesn’t deter you from making future purchases. We always strive to supply products with the best quality to our customers. Hence, if a faulty item is sent to you, please let us know immediately.

Please take a photo of the faulty item, include a short description along with your order ID and send to info@puncaktiasa.com. We will exchange your item with a new one (if the request is received within two weeks from the date of purchase). In the event your faulty item is out of stock, we will refund back your cash.

What Should I Do If I Received An Incorrect Item?

We apologize profusely for this mistake and we hope it doesn’t deter you from making future purchases. If an incorrect item is sent to you, please let us know immediately.

Please take a photo of the incorrect item, include a short description along with your order ID and send to info@puncaktiasa.com. We will exchange your item with the correct item (if the request is received within two weeks from the date of purchase). In the event the correct item is out of stock, we will refund back your cash.

What Should I Do If An Item Is Missing From My Order?

We apologize profusely for this mistake and we hope it doesn’t deter you from making future purchases. If an item is missing from your order, please let us know immediately.

Please send an email to info@puncaktiasa.com with your order ID and photo of your ordered items if possible. We will ship out the missing item to you (if the request is received within two weeks from the date of purchase).

Registration & Online Account

Do I Need To Register To Shop?

Yes, registering with us helps to speed up the ordering process as we would already have your billing and shipping details. It also allows you to keep track of your current and past orders and payment status.

How Do I Register An Account?

Click here to register by filling in your details and following the instructions.

By Registering, Will I Automatically Receive Updates On New Arrivals And Any Ongoing Sales And Promotions?

No, unless you sign up to our newsletter. By signing up, you will get the latest updates on our new arrivals, exclusive discounts, promotions and flash sales.

Will You Pass My Details To Other Companies?

No, we will not pass your details to other companies as all information provided is strictly confidential. Click here for more information on our Privacy Policy.

What Should I Do If I Have Forgotten My Password Or My Password Does Not Work?

If you’ve forgotten your password, just click the “Forgot Password” button and it will be emailed to you right away. If you still do not receive an email or the password does not work, email to info@puncaktiasa.com and we will assist you promptly.

What Is Your Online Security Policy?

We strive to make sure you’re safe and secured when you’re shopping with us online. Click here for more information on our Privacy Policy.

Delivery

Where Do You Offer Delivery To?

We offer Local Delivery to West and East Malaysia Only.

How Much and How Long Does Delivery Take?

West Malaysia:
– Delivery is free of charge for total orders of above RM80.
– Orders under RM80 will be charged RM7 for delivery.
– Usually it takes two to three working days to be delivered.

East Malaysia (Sabah & Sarawak):
– Delivery is free of charge for total orders of above RM80.
– Orders under RM80 will be charged RM13 for delivery.
– Usually it takes five to seven working days to be delivered.

Has My Order Been Shipped Out Yet?

Paid orders made before 3pm will be shipped out on the same day. Orders made after that will be shipped out the next day.

Once your order has been processed and shipped out, we will email you a unique tracking code for you to keep tabs on the status of your parcel at all times. This tracking code is sent to your registered email address. Please check your Junk Mail in case it’s there.

Which Address Should I Put As My Shipping Address?

It would be advisable to put your working address as the shipping address because our courier service partners such as Citylink, Poslaju and others operate during normal working hours. The courier delivery person may call you through your provided telephone number when delivering the parcel to you.

What Should I Do If I Am Not Able To Collect My Parcel On Delivery?

If no one is physically able to collect your parcel on delivery, your parcel will be held at the nearest courier company office or sent back to us after being uncollected for a certain period of time. Please contact the respective courier company office with the details provided upon failure to deliver the parcel.

Returns

What Is Your Return Policy?

If the item is still in brand new condition without any damages, return will be accepted if delivered back by customer within:

– 14 days from date of purchase for West Malaysia delivery
– 21 days from date of purchase for East Malaysia delivery

Please notify us first at info@puncaktiasa.com by quoting the Order ID, product details and reason for returning if possible. You will be refunded in the form of store credit of the value of items bought. An email notification will be sent to you once your store credit is updated.

Items that are damaged or worn-out by customer will not be accepted. Any items returned under these conditions will be sent back to the customer. We do reserve the rights not to allow the return of items or refund of any transactions although the conditions above are met.

All delivery costs incurred in returning items will be borne by the customer.

How Do I Return An Item?

Please email us at info@puncaktiasa.com and provide us with the Order ID, product details and reason for returning if possible. Our customer service team will assist you with the return process.

Will My Delivery Costs For Returning Item Be Refunded?

No, all delivery costs incurred in returning items will be borne by the customer and we are not liable until item reaches our office.

Have You Received My Returned Item?

We will email you as soon as we receive and process the returned item and update you the amount of refunded store credit.

What Should I Do If I Have Been Refunded The Incorrect Amount?

Please email us at info@puncaktiasa.com and we will update your store credit accordingly.

Can I Return An Item Bought With A Gift Voucher? And Is My Gift Voucher Still Valid After Returning The Item?

Yes, you can return an item bought with a gift voucher. Once returned we will refund you in the form of store credit, but the gift voucher will be invalid. Click here for more information on our Return Policy.

Can I Return A Gift Voucher After Purchased?

No, you can’t. Please ensure that you are certain before purchasing a gift voucher.

Can I Return Or Collect An Item In Person?

We truly apologize as we don’t accept walk-in returns or pickup at our warehouse. You may email us at info@puncaktiasa.com and ship your item to us.

General Questions

Do You Have A Physical Retail Store?

No, we don’t have a retail store. All our products are shipped out from our warehouse directly.

Do You Restock Items?

Yes, we will restock items which are sold out as soon as possible. Once the items are restocked, the website will be updated so it’s good to visit our website frequently.

Can You Inform Me When An Item Has Been Restocked?

Unfortunately, we are unable to do so. Please visit our website frequently to check whether the item has been restocked.

What Are Your Terms & Conditions For Discount Codes?

– For registered members only.
– Applicable once only in a single receipt.
– Discount codes cannot be combined.
– We reserve the rights to amend the terms & conditions for discount codes at anytime.

Why Is My Discount Code Not Working?

Always remember that you must be logged in for the discount code to be effective. If it’s still not working, kindly contact our customer service team at info@puncaktiasa.com.