FAQ

Frequently asked questions

Are all the products online available in your outlet?

Most of the products are available at our main outlet in KONCENT Malaysia, PJ. The other outlets only have selected items instore. You may contact us either through email or phone for stock query before dropping by.



Do you provide free delivery?

Currently we only provide free delivery within Klang Valley for purchases above RM150.00. For delivery outside Klang Valley, standard postage fee will apply.



I'm a COP member from your phyiscal shop. Does my discount apply for online orders as well?

We'd love to offer our members the same applicable discounts even online, however, due to the limitations of the system, the only we can do it is to offer you a discount code for your purchase. Please contact us once you have registered online so we can run some verifications and send you a long-term-use discount code :)



What kind of payment methods do you accept?

Orders placed via this website will automatically be redirected to our PayPal payment gateway where you can pay with your PayPal account or Credit Cards. For online bank transfers, orders will have to be made separately via email and we'll advise on the payment details, applicable only for customers who hold a Malaysian bank account. For overseas customers, as we try to provide the best option of delivery method and cost, we can only process orders sent via email at this moment and upon your approval, we will issue an invoice via PayPal.



How long does it take for delivery?

Orders within Malaysia: For shipping addresses within Peninsular and East Malaysia, after payment confirmation, the orders should be delivered to you within 3-5 working days. For addresses outside Peninsular and East Malaysia, after payment confirmation, the orders will be delivered within an estimate of 5-7 working days. Please note that under circumstances that are out of our control such as natural disasters, traffic accidents etc., delays may occur. Otherwise, we will do our best to have the goods delivered to you within the specified period. (Refer to Force Majeure under Terms and Conditions) International Orders: The best options for international shipping are via POS Malaysia are either via Air Small Packet or Air Parcel, depending on the items being shipped. The duration is usually 7-14 working days after payment confirmation and packing. Please note that under circumstances that are out of our control such as natural disasters, traffic accidents etc., delays may occur. Otherwise, we will do our best to have the goods delivered to you within the specified period. (Refer to Force Majeure under Terms and Conditions) Special/Pre-Orders: Certain special or pre-orders have to be placed in advance as we do not stock too much of these items, especially large items or high quantities. This may take 4-8 weeks depending on manufacturer's availability and method of shipping.



What countries do you delivery to outside of Malaysia?

We ship worldwide! As long as our local postoffice covers your zone, we'll ship it! However, do note that we cannot be held responsible for problems or damages that may occur during shipment or if the items are held by customs in your country. As of now, Israel is one of the countries which cannot be delivered to from Malaysia. The list may be subject to change without further notice.



How is the weight calculated for shipping?

Based on international shipping standards, all weights will be derived either from the product's nett weight or Volume Metric Weight of the packaging, whichever is higher.



Can I order in bulk?

Yes, you can. We can offer a special discount for items ordered in bulk. If you're looking for a corporate or wedding gift, please get in touch with us and we'll propose items suitable to your budget!



Can I return or exchange what I've purchased?

We advise all customers to understand and choose the products carefully before confirming the order. Generally, we do not practise returns and exchanges, however, in cases where your request meets our Return/Replacements/Exchanges policies in our Terms and Conditions page, we will try our best to accommodate. The shipping fee for return and resend shall be covered by the customer if the reason for return is not due to our fault as per the Terms & Conditions.



Do you gift wrap?

Yes, we do! For all purchases, we usually gift wrap the outer box with our selection of wrapping papers and ribbons. If you have a special request to gift wrap one of the items for that special someone, kindly notify us together with your order.