FAQ

GENERAL QUESTIONS

Q. How do purchase my order on the site?
To order your purchase :-

  1. Click “Add to cart” button on the products you wish to purchase.

  2. Click “Continue Shopping” to continue add other products into the cart or click “Checkout” to proceed your payment for the products.

  3. You'll reach a log in page where you need to log in your account using your Username and Password. If you don't have an account created yet, you need to register an account before you proceed your payment.

  4. You'll need to confirm your shipping address on the “Shipping Address” page and click “next” button.

  5. From here, you need to select your shipping methods and click “next” button.

  6. Next you'll need to choose your payment method then click “next” button.

  7. After the steps before this have been done, You need to reconfirm your billing details and agree on the terms and condition.

  8. Click “Confirm Order” to complete the order.

Q. I forgot my Password for my account. What should I do to retrieve it?

  1. Click on “Lost Password?” and fill your email that used to register the account in the box.

  2. Click Submit.

  3. A verification token will be sent to you. Once you have received the token, you will be able to choose a new password for your account.

 

PAYMENT, PROMOTIONS & DISCOUNT CODE.

Q. What is the product's transaction currency?
All products transaction currency will be done in Malaysia Ringgit.

Q. What are the payment methods available?
www.kiwikiwi.com.my offers various kind of Payment Methods as shown below :-
1. Credit Card
Via Ipay88 (Visa or Mastercard / Internet Banking)

2. Invoice / Cheque / Offline Bank Transfer
Bank : MAYBANK
Bank Account : 512389-611872
Account Name : MASTER BAMBINI (M) S/B
After you made the payment, please whatsapp us the payment details of :+60129235611
You may scan and email us the above info to email address : [email protected]

Note: Your purchased products will not be delivered until we have this confirmation.

Q: How do I select payment info?

To update your payment information on an existing order, contact us at [email protected] . When shopping online, you can select your preferred payment methods during the checkout process.

Q: How does the discount codes work?

All discount codes are available for a limited time, while supplies last and cannot be used once expired. These discount codes are not redeemable for cash and are limited to one promotion per order, and in some cases, the discount code can only be redeemed once per person in order to allow fair redemption and distribution of discount codes to all of our valued customers

**Please note that excessive abuse or misuse of promotions and/or discount codes may result in order or item cancellation.

Q: Why is my discount code not working?

Please email us at [email protected] with the email you have used to place your order with us, and we will check with the team accordingly.

 

DELIVERY

Q. How long does the delivery usually takes?
Delivery usually will takes about 3 to 5 working days.

Q: Where can I find my tracking number?

We will send you your package’s tracking number in a shipping confirmation email once your order leaves our warehouse.

Q: What happens if I’m not in when my order arrives?
If you are not in when your parcel arrives, the carrier will leave a card telling you where it is. It might be left in a safe place or there will be details on how to pick up your order or rearrange delivery.

 

RETURNS & REFUNDS.

Q. Can I cancel an existing order that has been made?

Yes, only if the order is still on pending status. Please send an email to our customer's service email at [email protected] with the message title "Request to cancel order" in order to inform us about the cancellation order.

* Orders that are in shipping or shipped will not be canceled.

Q : What’s the timeline for my refund?

For the vast majority of returns, it takes about 10-15 Business Days for us to get your package at the fulfillment center, inspect your return, process it into inventory, and complete your refund.

Q : Can I exchange my order instead of returning it?

Yes, as a KIWKIWI customer you have the option of exchanging an order. Please email us at [email protected] and we will gladly share more details on how this process works. Our Customer Loyalty Team will be more than happy to help!

Q: How will I know when my return is completed?

Once we process your return, we'll refund your payment and email you a confirmation. As a reminder, it may take 5-10 business days for us to get your package and complete the refund.

Q. I still have doubts!
Sorry that we're unable to clear your doubts on the F.A.Q page. Please kindly send us an email to [email protected] for us to clear your doubts.