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General FAQ

1. [REGISTRATION]
Do I need to register as member before ordering online? 2. How to register / signup as a member? 3. How can I change my login email address? 4. How can I reset my password? 5. How do I make an order? 6. How do i know if my order is successful? 7. I added an item into my shopping cart a few days ago and now it is gone / out of stock. Why? 8. How can I cancel my order? 9. How do I change items from my order? 10. Can I change the delivery address? 11. [PAYMENT]
How to make payment? 12. When should I pay for my order? 13. Do you provide COD? 14. How long can you reserve the order for me? 15. ATMs do not accept small notes and coins, how will you refund my balance? 16. [DELIVERY]
Is the postage included in the price? 17. How much is the postage fee? 18. Do you ship worldwide? 19. When will you process my order after I pay? 20. When will I receive my parcel? 21. Has my order been shipped out yet? 22. Can I have the tracking number? 23. Can I collect my parcel instead of having it shipped to me? 24. [RETURNS]
Can I return back the item to you? 25. Oops, I received a faulty item 26. One item is missing from my order 27. I received an incorrect item 28. [GENERAL]
Do you have a shop? 29. Are your items ready stock? 30. Can I buy in bulk (wholesale) from you? 31. Do you offer dropship service? 32. [MEMBER'S BENEFITS]
Can you give discount? 33. What are the points for? 34. How to get member’s discount?

[REGISTRATION]
Do I need to register as member before ordering online?

Yes

How to register / signup as a member?

Just click on 'SIGN UP' or the link below and fill up your information. 

http://www.misclaire.com/signup.php

How can I change my login email address?

You will not be able to change your login email address yourself.
Please email [email protected] and our Technical Team will change it for you.

How can I reset my password?

You can reset your password by clicking on this link http://www.misclaire.com/forgotpassword.php
Fill up your login email, and click reset. A new password will be sent to your mailbox.
 
 
 

How do I make an order?

Follow these steps to complete your order: 
  1. Browse the website for the items you want to order
  2. On the item, choose the colour and size you want, and click Add to Cart (you may add on quantity in the "shopping cart")
  3. Once you have chosen all your items, click on the “shopping cart” to review the items
  4. Once you have checked and confirmed that all your items are correct, click “checkout”
  5. If you have not logged in, you will come across a login page (if you are still not a member, please click the "sign up" link to register)
  6. Fill up all your information and the voucher / promo code (if any), then click “Skip to Next Step”
  7. Lastly, review your delivery address & items again before clicking on the button “Confirm Order”
  8. Done! Your order is completed and you will be given an order number (please keep this as reference)
  9. You will also receive a confirmation email
  10. Proceed to make payment within 24 hours
 If you are still not sure how to do it, please view our demo in video

How do i know if my order is successful?

You will be brought to a confirmation page with an order number if you have ordered successfully.

If you are not sure or have accidentally skipped the page, you may also check it from your member’s account. All your orders are listed there

http://www.misclaire.com/memberIndex.php?memberpage=checkorder

I added an item into my shopping cart a few days ago and now it is gone / out of stock. Why?

Adding an item into your shopping cart (without CONFIRMING your order) does not mean you have ordered or reserved the item.

How can I cancel my order?

Yes, you may cancel the order anytime as long as you have NOT paid for it.

Log into your Mis Claire account and click 'My Account', and the 'Check My Order Status'.
Select the order you want to cancel, and click 'Cancel'.



How do I change items from my order?

It is not possible to edit your existing order. You can only cancel the entire order.

If you have not paid yet, you may cancel the entire order in your Mis Claire account, and re-order again.
If you have already paid and want to edit an item in your order, please email [email protected] for assistance to cancel.

Orders with status as 'Processing' cannot be cancelled.

Can I change the delivery address?

You can only change your delivery address if we haven't shipped out your parcel.
Please email [email protected] and provide us your order number and new address.
If we have already shipped out your order, you will have to contact the courier company yourself.

[PAYMENT]
How to make payment?

You can choose one of these options to pay:
  1. Direct Online Bank Transfer (Maybank / CIMB)
  2. Bank counter bank in / ATM Transfer (Maybank / CIMB)
  3. Credit Card (MOL Payment Gateway)
  4. Paypal (for ordering amount RM100 & above only)

Maybank Aishop Online Solution 514440120362
CIMB Aishop Online Solution 8007309223
DBS (Singapore only) Tan Bee Ai 0190086331 [saving plus]

For customers who wish to pay via Direct Online Bank Transfer / Bank Counter or ATM Transfer please send an email to [email protected] after payment by giving the information below:

(below is an example)
Order Number : MX201302132
Payment Bank : Maybank
Payment Time : 26/02/2009 12.38pm
Amount : RM 32.80
 

When should I pay for my order?

You may pay immediately once you have made the order to avoid any delay in delivery.

Our system will automatically cancel your UNPAID orders after 24 hours. If you need more time, please inform us and provide us with a date that you can pay (maximum 7 days after date of order) via email to [email protected] .

Do you provide COD?

No

How long can you reserve the order for me?

Upon receiving your order number, your order will be reserved for you for 24 hours. After 24 hours, we reserve the right to cancel your order. However, you may inquiry on the validity of your order within 48 hours after confirmation.

In case you are not able to pay within 24 hours, kindly email to [email protected] and we will reserve the order for you up to 7 days (subjected to stock availability).

ATMs do not accept small notes and coins, how will you refund my balance?

We will refund the balance in your parcel, if the amount is not significant. However, we do not bear responsibility for any lost cash in your parcel. 

[DELIVERY]
Is the postage included in the price?

All the prices listed in our website are NOT inclusive of postage.

However, we do reward free postage for a minimum purchase.

How much is the postage fee?

  • West Malaysia (Semenanjung Malaysia) : RM6 (free postage for purchases RM60 & above)
  • East Malaysia (Sabah, Sarawak, Labuan) : RM12 (free postage for purchases RM120 & above)
  • For international shipping, the postage is charged per weight. Please add the item into the shopping cart, and there is a link for you to calculate postage.

Do you ship worldwide?

Yes. Internationally, we frequently ship to Singapore, Brunei & Australia. If you wish to ship to another country, please email [email protected] and we will work out the postage for you manually.

When will you process my order after I pay?

If you pay before 11am (from Mondays to Fridays), we will process your order on that day. Depending on the volume of parcels we have on that day, sometimes it will be processed on the next working day. 

If you pay after 11am, we will process your orders the next working day.

When will I receive my parcel?

Once the parcel is shipped out from our warehouse, it will take 1-3 working days to reach you, also depending on the delivery area and the delivery volume of the courier company.

You will be automatically sent an SMS or email with your tracking number after we have shipped your parcel from our warehouse. You may call the courier company or check on their website if you have not received your parcel after 3 working days.

If you missed out your tracking number, you can request for it by emailing [email protected]

Has my order been shipped out yet?

Once we shipped out the order, you will be receiving an SMS/email notification from us. Alternatively, you may check the order status directly from our website. http://www.misclaire.com/memberIndex.php?memberpage=checkorder

In case your order is marked as "On Hold", please contact us immediately (you may email [email protected]) if we have not contacted you regarding your order. Usually we are able to ship out your order within 1-2 days. If your order remains unsent after 2 days, please contact us immediately.

Can I have the tracking number?

Yes, we will SMS/email the tracking number to you once we have shipped your parcel out. If you do not receive it, you may check directly on our website http://www.misclaire.com/memberIndex.php?memberpage=checkorder or request via email [email protected]

Can I collect my parcel instead of having it shipped to me?

Yes, select the self-pickip option when making your order. After payment, you may contact us to set up a time to collect your parcel from our boutique.

[RETURNS]
Can I return back the item to you?

Yes, you may return any items, except sales or clearance item (it will be noted as 'non-returnable' in your order checklist which we will include inside your parcel).

There is a Return Form included in your parcel. Please read it carefully and fill it up and post it back together with the parcel. Any items returned against our terms and condition may be subjected to partial refund instead of full.

Oops, I received a faulty item

Don't worry, please snap a picture of the faulty item and send to [email protected]. Our customer service team will assist you from there. For more information, you may also refer to our Return Policy.

One item is missing from my order

Don't worry, please contact our customer service team [email protected]. We will assist you.

I received an incorrect item

Don't worry, please contact our customer service team [email protected]. We will guide you.

[GENERAL]
Do you have a shop?

Yes. We have a boutique. Please Waze to 'Mis Claire'.

Address: 57 (3rd Floor), SS23/15, Taman SEA, 47400 Petaling Jaya. Same row as Prudential, Hong Leong Bank and Isuzu. Our door is next to Isuzu (No 57). We are on 3rd floor.

Operating Hours: Mon - Sat 12pm - 8pm (closed on Sundays and Public Holidays)

Call 03-78876008 for enquiries.

Are your items ready stock?

Yes

Can I buy in bulk (wholesale) from you?

Sorry, not at the moment.

Do you offer dropship service?

Sorry, not at the moment.

[MEMBER'S BENEFITS]
Can you give discount?

We have a fixed price policy, but we are constantly having great prices and promotions for our items. You may sign up as our member on our website to be entitled for lifetime membership discount and also to redeem vouchers.

What are the points for?

Every RM1 you spend with us will be rewarded with 1 point. Collect up to 300 points and you can redeem your points with a voucher (log into your Mis Claire account > click 'My Account' > click 'Points Redemption') and we will upgrade your membership to get a permanent member's discount.

Points will only be added into your account after 2 weeks of your parcel delivery.
Vouchers will be given to you via SMS or email within 3 working days after redemption. 

How to get member’s discount?

Your membership will be upgraded automatically once you have collected 300 points in your account. Please refer to the chart below for the member’s discount rates.

Accumulated Points Member's Level Member's Discount
1 & Above Classic Member -
300 & Above Bronze Member 5%
1000 & Above Gold Member 10%
7000 & Above Diamond Member 15%

*the member's discount is not applicable for discounted items or with promocodes