FAQ
FAQs
Payment
To order your purchase :-
- Click “Add to cart” button on the products you wish to purchase.
- Click “Continue Shopping” to continue add other products into the cart or click “Checkout” to proceed your payment for the products.
- 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.
- You’ll need to confirm your shipping address on the “Shipping Address” page and click “next” button.
- From here, you need to select your shipping methods and click “next” button.
- Next you’ll need to choose your payment method then click “next” button.
- After the steps before this have been done, You need to reconfirm your billing details and agree on the terms and condition.
We accept VISA & MASTERCARD credit/debit cards, Boost, GrabPay, and more. A full list of payment method options will be displayed upon checking out.
No, we do not facilitate COD service at the moment.
We advise you to quickly reach out to our customer service team at [email protected] and we will investigate with our finance department. Please be sure to supply us with the below details in the email:
– Email address:
– Contact Number:
– Payment Transaction ID:
– Date of Transaction:
Note: Transaction ID can be obtained from the email notification sent by our payment gateway system upon successful transaction.
Drop us an email at [email protected] with your order and contact numbers details, and we will generate an e-invoice for your perusal.
Cancelling order is subject to order status and upon agreement between La’ Vella and Buyer(s). We do not encourage you to cancel your order if your order at processing stage. This is because every purchase has transaction fee(s) depending on the payment method selected by you upon purchase.
However, if YOU wish to cancel YOUR order YOU’LL be subjected to payment method transaction fee which is not more than 10%.
This not applicable for PRE-ORDER item.
Shipping
Not at the moment as we are currently using J&T Express as our preferred courier service.
Our standard delivery option is at the heart of our promise to our customers.
Once your payment has been verified, we will process and ship your order within 2 business days.
In the current circumstances, we expect orders to be delivered within 3 – 5 business days or more.
*During peak periods, there can be slight changes in the delivery promise.
Once the parcel has been dispatched to the carrier, you’ll be able to see your tracking number – you’ll receive an email with this information.
It will take approximately 3 – 5 business days from the order shipped date, for local delivery (West Malaysia) and 5 – 7 business days for Sabah and Sarawak. For international orders, the delivery time frame is subjected to the courier service provider, country of destination as well as customs clearance. The estimated delivery time frame is between 7 – 14 business days.
It may take up to 24 hours for our delivery partners to update the details of your parcel upon its pick-up. We appreciate your patience and you should expect your package to arrive within the estimated timeframe. Kindly drop us an email with your order and tracking numbers to [email protected] in the event where the tracking details are not updated for more than 24 hours and our team will investigate further.
In this instance, your order may not be processed yet. A notification email with your parcel’s tracking details will be sent to you once our team has processed and shipped out your order, normally within 2 business days.
We can’t promise that we can accommodate this request as it is subjected to business conditions. No changes in the delivery details are allowed once the order is processed/shipped.
Our delivery partners will make 2 delivery attempts, or a note will be left at your doorstep if there’s no one around during the delivery. You may contact them directly to check the status of the parcel or to arrange a self-pickup at their facility.
In the case of a failed delivery, our customer service team will drop you an email to notify and advise further for a re-delivery arrangement. Additional charges on postage may be imposed for us to arrange a second delivery.
Yes, you may use your office address as your delivery destination. Be sure to provide us with your full name, department and building name/floor to ensure the delivery is made accurately.
No, we do not facilitate self-pickups at the moment.
No, we are unable to deliver to P.O. boxes.
International Shipment
All international shipments will be facilitated by J&T (for Asia only), FedEx, Aramex, National Courier, etc.
All shipping fees are calculated at checkout and will be based on the parcel weight/dimension as well as the delivery address/country.
All international deliveries may be subject to import duties and taxes, which are levied once a shipment reaches your country. The amount may vary depending on the country of destination, and you will be responsible for paying any additional charges for customs clearance. La’ Vella cannot control and is not responsible for any duties applied to your package. You should contact your customs office for calculations.