FAQs

Frequently Asked Questions

ORDERS AND PURCHASES

How do I make an online purchase?

Easy peasy!

Follow these steps:

  • Select your product and click Add to Cart to add the item into your shopping cart.
  • By clicking Add to Cart, you will be redirected to a page, where you can view the products you wish to purchase. Choose the amount you want. 
  • You can also add a note by clicking on the ' add a note' button.
  •  When you are satisfied with the amount, click on CONTINUE CHECKOUT.
  • To cancel the items picked, click 'remove' and the items picked will be removed from your cart.
  • You may continue to browse other items by clicking the Close button OR click on the category tabs on the top page bar. Just repeat steps 1 & 2 for all other selected products.
  • Once you have finished selecting your products, simply complete your delivery details and proceed to payment.
  • For complete details please refer to our online shopping guide..

How do I cancel my order?

Once your order has been submitted successfully and payment is received for your purchase, no further changes can be made. We advise that you carefully review and modify your order before payment submission.

For complete details please refer to our Shopping Policy.

I have selected the wrong product. How do I make changes to my order?

No problem. You can make changes while you are still selecting items for your purchase. However once you have confirmed your order and finalized payment, no changes can be made to the order. We advise that you carefully review and modify your order before payment submission.

For complete details please refer to our Shopping Policy.

What if a product is Out of Stock?

Don’t worry! If an item is out of stock, simply click E-mail Me When In Stock from the product page to submit your e-mail address. We’ll notify you when the item becomes available.

Alternatively, use find the nearest Asian Potions outlet to enquire with our helpful staff on the availability of the product

We strive to deliver your order within the delivery timing. However please note that in the event of stock unavailability of items ordered, we may need to source from other stock locations. We will inform you within 2-3 business days and we seek your kind understanding in the delay of the shipment pertaining to stock availability. We do not accept back orders.

If you have any questions on our shipping policy, please contact Customer Service at asianpotions@gmail.com or call +(60)3 6211 1988 (Monday to Friday: 10am 1pm and 3pm - 5pm, excluding Public Holidays).

For complete details please refer to our Shopping Policy.

How to locate my tracking number?

You may find the tracking number for your order in MY ACCOUNT by clickin gyour order number or via the Shipment Notification Email sent to your email.

ORDER STATUSES ON DASHBOARD

The order statuses in your account dashboard are payment status and order status.

PAYMENT STATUS

Authorised : Awaiting payment confirmation

Partially paid : Partial payment received due to rejection of purchase of certain items, eg. Out of Stock

Paid: Full payment received. Order is awaiting fulfillment

FULFILLMENT STATUS

Unfulfilled : The order is awaiting fulfillment.

Partial : Partial order fulfilled due to rejection of purchase of certain items, eg. Out of Stock

Fulfilled : Order fulfilled and tracking code is available.

Customers can find their tracking number by clicking your order number on the account dashboard or via the Shipment Notification Email sent to your email address.

For further details, please refer to our Online Tracking Guide.

ONLINE GIFTING

We welcome you to select our Bespoke Gift Sets available.

I want to change/add a product to the gift set I purchased earlier. How do I change?

Follow these easy steps:

1. Select your Bespoke Gift product and Add to Cart. Add a personalised mesaage at the Add a Note section.

2. If you want to add a product, select your product and Add a Note to us to gift wrap it together.

3. If you want to change a product, select your product and Add a Note to us.

4. We also welcome you to select products at your choice and remember to Add a Note for gift wrapping.

I want my delivery to be on a particular day.

Don't worry, contact us by writing the specific date on the Add Note section before Checking Out or call us at +6(03)6211 1988, Monday to Friday ( excluding Public Holidays) from 9am to 5pm for assistance. Subject to availability.

For further details, please refer to our Online Gifting Guide 

PAYMENT

In order to protect you as well as ourselves from fraud or other unauthorized or illegal activity, Asian Potions Sdn Bhd will screen all orders and reserves the right to withhold or refuse processing any orders due to suspected fraud or unauthorized or illegal activity. Asian Potions Sdn Bhd may request a copy of your credit card statement via email to verify your payment. Asian Potions Sdn Bhd also reserves the right to disable any member accounts or refuse to ship to certain addresses in case of suspected fraud or unauthorized or illegal activity.

PAYMENT REJECTED

There are various reasons why your payment mayhave been rejected. Have a look at the following steps to see if any applies:

Credit Card

  1. Check with your bank to ensure there are funds available to pay for your order.
  2. Secondly, if you are using a MasterCard or Visa credit or Debit card to pay your order, we suggest you confirm that your card is activated and that your card security details have been entered correctly.

 

For complete details, please refer to our Online Shopping Guide.

PRICING

Product prices listed on Asian Potions Sdn Bhd website are subject to change without advanced notice.

RETURNS POLICY FOR ONLINE PURCHASES
  • We are committed to providing quality products to our customers. If for any reason you are not entirely satisfied, we are happy to issue a product exchange for new and unopened normal priced product(s) that is returned within 14 days of delivery date.
  • All new and unopened normal priced products may be exchanged with an original receipt/invoice or mail order packing invoice.
  • All product may be exchanged once.
  • Products sold are non-refundable, but we will happily exchange the product with another product of same value or greater value.
  • All original shipping and/or handling charges are non-refundable. Products are to be returned in its original brand new condition via sender’s preferred delivery mode. We recommend that you use a reliable courier service with parcel tracking services to prevent damages. We regret to inform that products sold online are not exchangeable at stores at the moment.
  • Please allow one to three weeks from the day you return your product for your request to be processed. You will be contacted once your return is completed.
  • In the rare circumstance that your product is missing from your order, please report to customer service on the day of delivery and we will be happy to assist.
  • For complete details please refer to our Shopping Policy.

If you have any questions on our return policy, please contact Customer Service at asianpotions@gmail.com or call 03-6211 1988 (Monday to Friday: 10am 1pm and 3pm - 5pm, excluding Public Holidays). Please provide your contact details, invoice number and reason for return. 

SHIPPING AND DELIVERY TERMS

  • Items purchased will be couriered via standard service within 3-5 business days for West Malaysia, and 3-7 business day for East Malaysia (Monday to Friday, excluding Public Holidays) upon order payment confirmation.
  • Upon delivery, customer will recieve an shipping email along with a tracking number.
  • Orders will be couriered between 9am - 5pm from Monday to Saturday.
  • Orders will only be delivered to street addresses in Malaysia. PO Box addresses are not accepted.
  • Orders will need to be signed for upon delivery. If you are unavailable at the time of delivery, the item will be couriered to you the next day. Please call the assigned logistic company and provide your tracking number to arrange for a redelivery.
  • Asian Potions Malaysia will not be responsible for orders signed for by someone other than the designated recipient.
  • If you find that items are damaged upon delivery, please report to Customer Service on the same day with supporting evidence and your Invoice number. Reimbursement is subjected to the courier company's discretion.
  • In the rare circumstance that your product is missing from your order, please report to customer service on the day of delivery and we will be happy to assist.
  • Orders are processed Monday to Friday excluding public holidays. Orders made on Friday after 3pm and on weekends will be processed on the following Monday.
  • All orders are subjected to bank authorization prior to processing. Only authorized orders will be processed and shipped.
  • For complete details please refer to our Shopping Policy.

STANDARD DELIVERY CHARGES

  • Shipping charge of RM10 will be applied West Malaysia.
  • Shipping charge of RM15 will be applied to East Malaysia.
  • Free shipping for RM150 and above in West Malaysia and RM200 and above in East Malaysia.
  • Enjoy Free Shipping with purchase of RM150 and above.

Damaged Or Faulty Products and Incorrect Goods Received

You may exchange your goods if the goods in your order are damaged or faulty upon receipt, or if the goods you have received are not the goods you originally ordered. Exchange of goods is valid within 48 hours from goods received. We only accept exchanges of equal or lower value. Where exchanges are of higher value, you must pay the difference in payment amount via direct bank transfer to: Asian Potions Sdn. Bhd, CIMB Account : 1258 0003632 053  and, email (asianpotions@gmail.com)  to us the bank-in slip for our reference before we courier the exchanged goods to you.

When exchanging damaged, faulty or incorrect goods received we will:

  1. Arrange to collect your goods from you free of charge
  2. Courier replacement items to you free of charge, of up to two (2) delivery attempts failing which, we will order another round of delivery chargeable at RM10 to be paid via direct bank transfer to: Asian Potions Sdn. Bhd, CIMB Account : 1258 0003632 053
  3. For complete details please refer to our Shopping Policy.

Asian Potions® Malaysia

How To Exchange Your Goods

Complete the Refund/Exchange Form and email to asianpotions@gmail.com . You may contact Customer Care by phone +(60)3- 6211 1988, Monday-Friday (excluding Public Holidays) before 5pm.

Ensure all information required in the Refund/Exchange form are correctly and accurately completed in order for us to process your exchange smoothly. Please allow at least fourteen (14) working days (excluding Public Holidays) for us to process your exchange. 

For complete details please refer to our Shopping Policy.

Stay In Touch

We’d like to keep you up to date on all of our exciting new product launches, promotions, and campaigns. To keep up to date simply visit us at http://asian-potions.myshopify.com and type in your email in the newsletter section and click ‘subscribe.’

Our contact details can be found on our contact us page.

For complete details please refer to our Shopping Policy.