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F.A.Q Frequently Asked Questions

 

Below are list of Frequently Asked Questions (FAQ). Do check if your question has been asked before here. Thank you.


For all other questions, kindly send your queries ----> admin@cottonhousestore.com

 

PURCHASE / ORDERS

Q. How to purchase or make an order at Cotton House Store?

 

In text form, to make a 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.



*** INTERNATIONAL ORDERS ***
We ship orders to most countries around the world. Delivery is estimated at 5 - 10 workings days.
Please email us at admin@cottonhousestore.com if the shipping calculation to your country is not available during checkout.

PAYMENT : For international orders, we ONLY accept payment via credit card VISA / MasterCard.
Tracking number will be provided upon shipment of order.

Currently we have shipped orders Internationally to : Australia, Ireland, USA, United Kingdom, Philippines, Singapore, Brunei, Indonesia, India, Thailand and many more.


Q. Can I order via Facebook, Email or SMS?
All official communications are through email only. We DO NOT take orders via Call, SMSFacebookEmailWhatsappWeChat or ANY other social medias.

Q. I have made my payment, but you did not ship my order right away.
All orders are processed by First Come, First Served based on the payment date & time. Priorities are given to Customers who made payment earlier.
Only orders paid by midnight are confirmed to be shipped the next working day.

We ship orders 5 times a week, Monday - Friday, except on Public Holidays.

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

Q. You don't have a contact number / phone number? Can I call you?
Yes, we no longer provide a phone number. Customers can send us an email at admin@cottonhousestore.com for any concerns or questions.

Placing your order from our website IS THE ONLY WAY for Online Customers.
Do visit our shop locally if you do not wish to purchase online.

Q. Do you offer Bulk or Wholesale Discounts?
We do not have wholesale prices for any of the products. Discounts are only during SALE periods.
Our prices are as advertised on our website. We offer the same price for online/offline purchases (walk-in shop).
But if items that you wish to buy is not enough in stock, do contact us. We might have more stocks left in the shop.

Q. Do you have a list of Sale / Discount dates? Can I receive product price change notification?
We do not have a list of Sale / Discount dates. Please always refer to our Facebook Page / website for the latest Sale periods.
Prices advertised on the website is our reference for all purchases and correct at time of viewing. In the case of wrong price was shown, we will contact the customer or make appropriate adjustment if possible.
We offer the same price for online/offline purchases (walk-in shop).
We deserve the right to change the price at any time without advance notice.


Q. Do you have agents, distributor or other branches that I can buy from?
No, we do not have any other modes of selling except from our online store www.cottonhousestore.com and walk-in to our shop locally.
We are not affiliated with any other sellers out there.

 

Returns, Exchanges & Refund Policy

We do not entertain returns or exchanges. All Sales are FINAL, No exchange and NON-returnable. 

Q. I bought the wrong item / wrong color / do not like the color, can I return or exchange to a different one? No
Q. I bought extra items but haven't use it, can I return / exchange? 
No, As mentioned in our Return and Refund Policy page, We DO NOT ACCEPT returns or exchanges unless we sent the wrong item/product the Customer.
(Wrong item than the one in the order receipt). If we shipped the wrong item, we will re-ship back the item as soon as possible to the Customer. Please send us an email if this happens at admin@cottonhousestore.com
For all online orders, please help to finalize your order properly and double check if you have bought the right item and quantities before submitting your order.

Q. International order, I have made payment, can I cancel? 

No, we do not accept cancellation for international order once payment has been successful. If you still insist on cancelling, it will incur you 3% cancellation fee charge of the total order invoice. We will send you the payment link for the 3% of the total order invoice charges. We will only cancel once you have paid for the cancellation charges which is within 3 days of your date of order. Otherwise, we will ship your order as being made.

"For example Total products order is MYR100, shipping charges is MYR30. Total is MYR130. The total cancellation charges we will send you is MYR3.90" 

Q. Orders made in Malaysia, can I cancel my order once payment is already successful (under status Payment Confirmed)? 

No, we do not accept cancellation. If you insist on doing so (must be within 2 days or before we ship your oder), we will incur 3% of cancellation fee charges from the total order invoice. We will bank in transfer to you within 2-5 working days. Please do provide us the bank transfer details such as bank name, your bank account number and account name. Order that has been shipped out cannot be cancelled. 


 Orders that are under Confirmed status or Order Shipped status WILL NOT BE CANCELED. 

 


 

PAYMENT 

Q. What payment methods are available?
We only accept electronic payment for all online purchases at Cotton House Store. 
Various kind of Payment Methods is shown below :-

1. Credit Card or Debit Card (Master Card / Visa).

Your credit card billing will appear "NetBuilderEC" by MOLPay Sdn Bhd. This is a secure credit card service provider that provides online payment gateway and Bank Negara Malaysia has appointed MOLPay as its non-bank acquirer for its Financial Process Exchange (FPX) service for online merchants.

** For Debit Card transaction to be successful, customer must have enough credit in their bank account and the card is activate for online purchase usage. Please contact your back for details.


2. Direct Debit (Instant Online Bank Transfer) from 8 Malaysian Banks.

Instant payment is required for all orders. Please make your payment directly at our site's payment system.

Below is list of accepted payments at our online store for both domestic &International purchases.

MOLPAY CHS Payment Channel Logo.PNG


Q. I can only pay by ATM machine or CDM. Do you accept the type of payment?

No, please use our online payment system. It will automatically inform us about your order and payment. If you insist, please ask for family / friends help to make the payment online for you.


Q. How to change my personal account information and shipping address?

  • Log-in your account → Click on “Addresses” → Edit your account information and Shipping Address here.
     

Q. Do you charge Goods & Services Tax GST (6%) ?
No. There is no GST imposed on all items.
If we start collecting GST, we will inform clearly to the Customer.
Prices for all items are as advertised.

 


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

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

  1. Click Submit.

  2. 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.


 

SHIPPING

Q. How much is the shipping cost for my purchase?
The shipping cost is based on the total weight of the items plus the package of the order. Usually for the first 500gm, we will charge RM7.41 for SemenanjungRM10.72 for Sabah and RM10.06 for Sarawak.
Our maximum shipping weight per order is limited at 12kg.

All domestic (Malaysia) orders are shipped via poslaju_national_courier_logo.jpg only.
We do not offer shipping via other courier services.

POSLAJU RATE CALCULATOR ON POS MALAYSIA'S WEBSITE : http://www.pos.com.my/postal-services/quick-access/?calculate-postage

Below is the summary table : 

Ship To

Peninsular / Semenanjung Malaysia

Sarawak

Sabah

Estimated Delivery Time by POSLAJU (Working Days)

1 - 2 working days

1 - 3 working days

1 - 3 working days

First 500g

7.41

10.06

10.72

501 - 750g

8.73

12.04

13.37

751 - 1000g

10.06

14.03

16.02

1.001 - 1.25kg

11.38

16.02

18.67

1.251 - 1.50kg

12.71

18.01

21.32

1.501 - 1.75kg

14.03

19.99

23.97

1.751 - 2.00kg

15.36

21.98

26.62

2.001 - 2.50kg

21.70

34.95

41.58

2.501 - 3.00kg

24.35

39.59

46.88

 
NOTE :  ** These are just estimation. Please contact the courier directly with the tracking number given to you after your item has been shipped. Check your email for the tracking number. All shipped items are beyond our control and will be under customer's responsibility to check and track.

Poslaju Tracking Number website     : http://www.pos.com.my/postal-services/quick-access/?track-trace

 

Q. When can I get my tracking number?
All orders will receive a Poslaju Tracking Number after we have shipped your parcel. 
We will provide the tracking number after all orders scheduled for today has been shipped out.
Tracking number update will be around 6-7pm or so, before our shop is closed for the day.
We thank you for your patience.

Q. I have placed my order and made the payment. When will my order be shipped? (Same question as in Payment Section)

By default, orders will be shipped out the NEXT WORKING DAY after full payment is received. 

All orders are processed by First Come, First Served based on the payment date & time. Priorities are given to Customers who made payment earlier.
Only orders paid by midnight are confirmed to be shipped the next working day.


Q. How long does the delivery usually takes?

Delivery by courier usually will takes about 1 to 2 working days after shipment. Refer to estimated delivery time in the table shown above.

We ship orders 5 times a week, Monday - Friday, except on Public Holidays.

Q. Do you ship internationally?
Yes, We ship orders to most countries around the world. With Express Shipping option, delivery is estimated at 5 - 10 workings days.
Please email us at admin@cottonhousestore.com if the shipping calculation to your country is not available during checkout.
For international orders, we only accept payment via credit card VISA / MasterCard. 
Tracking number will be provided upon shipment of order.

Currently we have shipped orders Internationally to : Australia, Ireland, USA, United Kingdom, Philippines, Singapore, Brunei, Indonesia, India, Thailand and many more.

 

Q. Can I request to combine orders I made at the same period?
No, you can't. Each order is treated as a separate order. Do not make a new order if you just want to change payment method or add/modify a few items in the order (if still possible).
Reason is, orders that have been confirmed payment earlier may have been packed and pending for shipment. Re-packing of orders/packages is not acceptable. Modification of your order is only possible if the order status is Pending.

Once your order has been CONFIRMED, the order is regarded as FINAL and we will start processing your order.
A new order will be treated as a separate order.

 



OTHERS

Q. I don't feel confident purchasing online from your website. How can I be sure?
Do not worry, up until October 2016, we have shipped over 11000+ customer orders and still counting. Have a look at some pictures of the shipped packages here.

If you wish to see our In-store pictures, click here ... YARNS and LOTS OF YARNS!!

Q. Is Cotton House Store affiliated with any firm, banks, creditors, business, company, government entities/bodies? Do you have any business partner or branches?
No. Cotton House Store is a private business. It is a 100% self-owned business. Thus we are not affiliated with any entities mentioned above in any way.
We also do not have any partner or branches anywhere in Malaysia. Our shop in Penang is the only branch. You are welcomed to walk-in at our store during shop hours.


Q. Where is your store? What are you open?
Our shop is in Bandar Tasek Mutiara, Simpang Ampat, Penang, Malaysia. You can have more info about our store location here :
http://www.cottonhousestore.com/content/9-shop-open-closed-dates

Shop hours are provided on the link above. Kindly refer to the link given.
Find Cotton House Store on Google Map : http://www.google.com/maps/place/cottonhousestore

Q. I still have doubts!
Sorry that we're unable to clear your doubts in the F.A.Q page. Please kindly send us an email to admin@cottonhousestore.com for us to clear your doubts.


Page was last updated : 26/10/2016