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ORDER & PAYMENT

Q: How do purchase my order on the site

A:

  • Click “Add to cart” button on the products you wish to purchase.
  • Go to your "Cart" and click “Check Out” to proceed 
  • You'll go to Customer Information page and choose the delivery method
  • After choosing the delivery method, fill in your shipping address details (if you wish to use the same details for Billing Address tick the button)
  • There's "Add a remark..." column where you can fill any message you want to let seller know 
  • After all is filled in click "Continue" button 
  • Next, you'll need to select preferred shipping option. And click "Continue" after done
  • At the next page, you need to choose your payment method. And then click “Place Order Now” after all is done.
  • Please continue the order by complete your payment and upload the receipt payment at the last page when you place order (Online Bank Transfer Method)


Q. What are the payment methods available?

A:

  • Online Bank Transfer/ Cash Deposit

Bank: MAYBANK
Bank Account: 562179545185 
Company Account Name: DEROMA HOLDING SDN. BHD.

After you made the payment, please send us the receipt payment to: [email protected] or Whatapps the clear photo at +6013-556 1199

Note: Your purchased products will only be delivered until we have this confirmation by our admin side. ---

  • Via Paypal (Visa or Mastercard / American Express / Paypal Funds)


Q. What is the product's transaction currency?

A : All products transaction currency will be done in RM Malaysia Currency.


Q: Can I cancel an existing order that have been made?

A: Yes, only if the order is still on Pending/Unfulfilled status 

  • Please send an email to our customers service email at [email protected] with Subject title “Request to cancel order” in order to inform us about the cancellation order.
  • Orders that are in "Shipping or Shipped"  will NOT be cancel.


Q: How can I know the status of my Order?

A: Go to your account and click which Order ID you want to check, there will be show your order history and your order status.


Q: How can I know the payment successfully received by Deerma Malaysia? (for Bank transfer payment)

A:

  • Deroma will send notification to your email regarding confirmation payment, kindly key in the correct email address in order to receive the notification from us.
  • Or you can check from your order, the status will be available under "Payment Status" with Paid/Unpaid


DELIVERY 

Q: How can I know the tracking number and courier service for my order?

A: 

  • Deroma will send notification to your email regarding Tracking Number and Courier Service, kindly key in the correct email address in order to receive the notification from us. 
  • Another option we will manually send a message to your WhatsApp number.


Q: When will be my order shipped out?

A: We will ship your order after the payment is confirm received.


Q: How long does delivery usually takes?

A: For delivery, normally will take around 2-3 working days.


Q: How does the Delivery/Shipping fee is count?

A: Shipping fee cost are depending on your location and product dimension.


Q: Can I change the shipping address after order is made?

A: Yes, you can. You can message or email us regarding changing address. *If the order is arranged/ shipped out already, changing address details is not available.


Q: Can I have same day delivery for my order?

A: Yes, you can. Please pm our CS to get quotation for same day delivery by “LALAMOVE” “GO GET” or “GRAB DELIVERY”. Recommend for buyer who is near to our operation warehouse at Bandar Baru Ampang. 


YOUR ACCOUNT

Q: How can I create account?

A: Go to Log In page, and click on Create Account, filled all the form, and click Create after done.


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

A:

  • Click on “Forgot Password” and fill your email that used to register the account in the box.
  • Click Submit
  • 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.


Q: How do I change my personal details?

A: You can easily change all your information on your account. Go log in to your account and choose account and edit all the information you need to change there.


SERVICES

Q: How long is the warranty?

A: All Deroma's products is under 12 Months Manufacturer Defect Warranty.


Q: By when the warranty date will be start count?

A: It will be start from the date you receive the product from courier.


Q: Can I extend the warranty?

A: Yes, you can. Please pm us if you want to extend the warranty.


Q: What are the Terms & Condition for warranty?

A:

  • Warranty is only valid from our in-store product and customer
  • Manufacturer defect item, if due human cause will voided the warranty 
  • Shipping fee to send back item will be bear by buyer, and sending back to buyer will be bear by Deroma, EXCEPT the items is working well without defect as claimed by buyer when we do test, both way shipping fee will bear by buyer. 

Example for caused due user:

  • Humidifier damage due to essential oil usage will void warranty
  • Vacuum over heat due to uncleaned filter that caused motor get burned will void warranty
  • Change the part of item will void warranty 
  • The items get damage due fell down/faulty on operate/not following instruction will void warranty.


Q: Can I send back the item by walk in?

A: Yes, you can. For walk in customer need to make appointment first.


Q: How can I claim the warranty?

A: Kindly contact our Customer Service and provide us with your order record and elaborate more regarding the item faulty


Q: How long can I get back the item after warranty?

A: Normally repair will take around 1 week. But also depend on the availability of the spare part.


Q: How can I get extra spare part for the product I bought?

A: Yes. We have some extra spare part for certain model for our returned customer. You may pm us to ask the availability.


Q: Can I claim warranty for product bought from another seller?

A: Bought from other seller, warranty is invalid, we will help to repair but will take some cost. Make sure other seller is authorized reseller by Deerma Malaysia.


Q: What happened if the product void warranty?

A: Repair will be charges. The charges are variant depend on damage item. Charges will be noticed to buyer before proceed repair. Repair will be started after get agreement from buyer.