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FAQ

FAQ – Fotile E Store

 

ORDER

  1. How do I place an order?

Shop

Check Out

Submit

 1. Choose your product

 4. Provide delivery information

 7. Confirm your order

 2. Add to cart

 5. Choose Dealer

 8. Make payment

 3. Go to cart to confirm shopping cart

 6. Select payment method

 9. Receive order confirmation

 

  1. Can I cancel my order?

Orders can be cancel before status changed to “Processing”.

 

  1. How do I check the status of my orders?

You will receive an email notification from us when your order is being processed, and another email notification containing the delivery tracking information once your order is being dispatched.

 

  1. How long are items kept in my shopping cart?

Items in your shopping cart are not reserved as long as payment has not been made.

 

  1. Can I purchase directly WITHOUT registering an account?

No, account registration is required to made purchase at Fotile eStore. You will be directed to registration page if you didn’t login your account during checkout shopping cart.

 

 

 

DELIVERY & SHIPMENT

 

  1. how long the product will take to arrive?

After each successful tracking of payment, we will start ship / delivery the products. Timeline guideline for receiving the goods:

Klang Valley: 3 to 5 working days

Other states: 5 to 8 working days

East Malaysia: 7 to 14 working days

You may track your order status online by log in into your account.

If you do not receive your items after the period as stated above, please email us at estore@fotile.com.my or call 03-3343 5306 to our Customer Service team.

 

  1. What if the product arrived but nobody at home?

If the product delivered to the customer designated address but nobody do the product acceptance, the product will divert to the logistic center or selected dealer and the customer shall arrange own transport to collect from the logistic center or selected dealer.

    

  1. Can I do self-pick up?

        We can ship to the designated dealer’s address that you choose and you can do self-pick up there.

 

  1. Why do I need to choose a dealer?

In case of any product/service issues, the selected dealer is assigned to serve your needs.

 

  1. How’s the shipping charges like?

 Shipping/delivery charges is based on weight, dimension as well as your shipping address. The shipping/delivery charges will show after you check out the shopping cart.

 

 

PAYMENT

 

  1. How can I make payment?

We accept bank transfer and credit card through a secured site.

 

  1. Is it safe to use my credit card on your website?

Yes absolutely! We do not retain your credit card information after your order is complete. Rather, you are directed to IPAY88 secured site for payment.

 

  1. How can I be sure that my payment is successful?

After successful make the payment, you will receive a Payment Confirmation email from IPAY88. If you do not receive this email shortly after your successful payment at IPAY88, please contact us at estore@fotile.com.my or call our Customer Service 03-3343 5306.

 

 

 

RETURN POLICY

 

What is the procedure for Return?

 

At FOTILE, your satisfaction is always guaranteed! That is why we allow our customers to do Returns*!

You may reject the item immediately upon delivery if the packing found not in good condition or the item model does not comply to your order.

All items sold on Fotile eStore are covered with 7 days easy return policy, the countdown starts from the date you received the item.

 

All return items for Return must satisfy the following conditions:

 

  1. If the customer choose to return the product without reason the product must be in original packing condition, sealed and never unpack before.
  2. If the product found defect upon unpack and before installation the customer may choose to return the product or accept for exchange or repair. If the customer choose to return or exchange, the return product shall be in original packaging, complete with all accessories, free gifts and manuals.

 

Kindly send back the item together with Return Form.

The customer shall arrange own transport to return the product to the designated location at own cost. Alternatively, customer may arrange courier service. Any Postage/ courier fees for returns will be at customer's own costs. We encourage you to send your parcel via a delivery method which allows tracking as we will not be liable for any lost parcel.

 

iii. The product shall be reach to the designated dealer/Fotile warehouse within 7 working days from the date you receive your item

 

2. What is the procedure if the product found defect after 7 days?

If the product found defect after 7 days it shall cover under product Warranty.

 

3. How long it takes for the payment reimbursement?

The payment will be refund within 14-30 days upon received the return product at designated

location. Subject that the return goods satisfy the condition as stated above.

 

4. How is the mode of refund?

Refunds for returns will be in the form the way you make payment.  

 

5. What is the procedure for return?

  1. Fill in and submit the Return Form
  2. Print out the Return Formand attach with the return product
  3. Send the product to the designated location.
  4. Get the person-in-charge to acknowledge the return date.
  5. Fotile will inspect the return product and process for refund/replacement within 14-30 days

 

*Fotile Marketing Sdn Bhd reserves the right to reject any Return if any of the above conditions are not met.

 

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