FAQ

ORDER ONLINE
 
How to purchase our products online?  
Step 1: Select the item(s) you would like to purchase and add to cart
Step 2: Go to Cart and Checkout
Step 3: Key in delivery details
Step 4: Select payment method & key in details including delivery address
Step 5: Key in promotional voucher code (if any) and check out to continue with the
            payment
Step 6: Receive order confirmation via email.
 
Can I change the delivery address after I have made order? 
You must call our Customer Service Team number immediately to change the delivery address provided the goods has not been delivered by our logistic service provider.
 
Can I cancel my order? 
Kindly email customercare@mosses-onlinestore.com.my immediately to cancel your order.
However, if the goods have been handed to our logistic service provider for delivery, you cannot amend the order. 
 
DELIVERY
 
Do you offer free delivery in Malaysia?
 We offer free delivery within peninsular & east Malaysia.
 
How about delivery cost to other countries?
Kindly email to sales@mosses-onlinestore.com.my for courier charges enquiries.
For online purchase from Singapore, kindly divert to www.mosses-onlinestore.com.sg
 
How long does it takes for delivery?

We aim to deliver your goods as fastest as possible. However, the delivery time somehow also depends on location and stock availability.
It usually takes 1 to 7 business day to deliver within Malaysia.
If the stock needs to order from overseas, our Customer Service Team will advise you on the new delivery time. 
 
PAYMENT OPTIONS
 
What are the payment options can I use?
 
The following are payment options that we offer:-
  1. Promotional Voucher
  2. Visa / MasterCard Debit Cards
  3. Visa / MasterCard Credit Cards
  4. Online Banking
  5. PayPal 
  6. American Express Cards
  7. Bank Transfer
How secure is your online payment transaction?

Your security is important to us and we take it very seriously. Every credit card transaction occurs within a secure environment.
Our IT vendor uses 128 bit –SSL  (secure socket layer) encryption technology  when processing your financial detail.  
 
RETURN POLICY
 
What is your return policy?
 
We can only accept the returned item with the following conditions:-

For all return requests, kindly email us at customercare@mosses-onlinestore.com.sg, stating the reason for return including your contact details and Order ID.
You will be informed once the item has been received, reviewed and in the process of being refunded or exchanged.
  
Exchange, Return & Refund Policy

1) Item must be faulty or damage upon arrival.
2) Wrong item delivery.
3) Items must be returned with all original packaging, tag labels and unused.
4) Any item request for exchange, refund or return must be emailed to customercare@mosses-onlinestore.com.sg  
    within 7 days from date of item received.
5) For faulty or damage items, kindly provide us photographic evidence immediately to our email at
    customercare@mosses-onlinestore.com.my within 24 hours from the date of item received together with your
    receipt.
6) Shipping and handling charges are to be borne by purchaser for refund and exchange item except wrong or
    damage items
. Our Customer Service Team will advise you on the fee charges.
7) Exchange is only available for size and/or colour of the same style with same value. However, exchanging for a
    different product will incur additional shipping and handling charges. The exchange product must be greater value
    than the existing product. If the stock is not available, we will advise you on the new delivery time.
8) If your exchange item is out of stock, we will proceed to refund you in full payment.
9)  If you return an item which was purchased using a discount voucher code, only the final paid price (after discount)
     will be refunded.
10) Special items that are non-exchangeable nor refundable will be clearly stated on mosses-onlinestore.com.my
11) Please note MOSSES will not be responsible for any delay or damage caused by the courier.