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FREQUENTLY ASKED QUESTIONS
ANSWERS YOUR
QUESTIONS
HOW CAN WE HELP YOU ?
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What is the operating hours?Our online store opens 24/7. However if you need further assistance regarding to your purchase, our live chat support operates only on : MONDAY – FRIDAY: 930am – 630pm WEEKEND & PUBLIC HOLIDAYS : CLOSED
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What is Affiliate program?It is a program to join as our ambassadors or referees to earn an attractive commission of up to 10% on sales when an order is placed. Anyone who has a Shopee or TikTok account is eligible to join. We will offer product samples and extra paid ads boosts, t&c applies. Join our affiliate program today!
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Do you offer Same Day Delivery?Yes, we offer a Same-Day delivery is exclusively available to urgent shoppers who live in the Klang Valley, Malaysia only. To avail of this service, please place your order with us before 4 PM using Lalamove or Grab Express. This is available from Monday to Friday only.
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How to I get updated on latest promotion and new arrivals?Find updates on our upcoming events, promotions, and more at our official Facebook, Instagram, and TikTok @hayagroup.official
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How to change shipping details / ordered item?We are sorry that once the order has been made, please contact our Live Chat Support as soon as you can. Once the order has been arranged for shipment, we are unable to change any details for you as it was generated automatically through the system. In this case, we advice you to repurchase with the correct information.
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What is the min. quantity for bulk price?Our minimum quantity for wholesale price is as low as 20 . The more quantity you order, the more discount we can offer. All products are ready stock in Ampang, Selangor Malaysia. You can save more on self-collection in our warehouse. Contact our Sales Team (Whatsapp +011-2661 6836) today to get a quotation!
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I received a defective item, what do I do?Oh no! We are truly sorry for the inconvenience caused! Please contact our Live Chat Support within 7 days and we will assist you on getting a replacement as soon as possible.
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I received a different item/size from what I ordered, how can I exchange?Again, we apologise for the shortcomings from our side! Please contact our Live Chat Support within 7 days so that we can arrange for an exchange soonest!
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Is the Self-Pickup option available?Yes, you can select self pick-up in our warehouse at Ampang, Selangor. Once order is successfully placed and ready to be collected, our order fulfillment team will contact you within 48 hours.
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When will I receive my order?It will take approximately 3 - 5 business days from the order shipped date for local delivery (West Malaysia), and 7 - 10 business days for Sabah and Sarawak.
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Can I track my packages? I have made my purchase but still did not receive my tracking number.Once your payment has been verified, we will process and ship your order within 24 business hours. A notification email containing your order tracking details will be sent to you once the item is sent for shipping. If you don't receive any updates, please contact our Live Chat Support.
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Why is my tracking number showing no record?It may take up to 24 hours for our delivery partners to update the details of your parcel upon its pick-up. We appreciate your patience and you should expect your package to arrive within the estimated time frame. Kindly drop us message to our Live Chat Support » in the event where the tracking details are not updated for more than 24 hours and our team will investigate further.
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How do I place an order?You can place an order directly with our Official E-store » , and we can assist you throughout the ordering process. If you prefer to make your purchase on other marketplace platforms, we are also available on TikTok Shop » , Shopee » , and Lazada » . note: We will process the order for shipment upon receiving full payment for the goods.
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How do I cancel my order?If you have an issue with your order, contact our Live Chat Support » , and we will assist you accordingly.
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