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Registration & Online Account

1. Do I need to register to shop?

Registering with us helps speed up the ordering process for you, as we would already have with us your billing and shipping details. It also allows you to keep track of your current and past order, and payment status.

2. How do I create an account?

Click here to register by filling in your details and following the instructions.

3. By registering, will I automatically receive updates on new arrivals and any ongoing sales and promotions?

No, not unless you sign up to our newsletter. By signing up, you will be the first to know of our new arrivals, exclusive discounts, promotions and flash sales.

4. Will you pass my details to any other companies?

No, we will not pass your details on to other companies. Don’t worry! All information you provide us with is strictly confidential and will not be shared with any third parties.

5. What do I do if I have forgotten my password or my password does not work?

If you’ve forgotten your password, just click the ‘Lost Your Password’ button and it will be emailed to you right away. If you still do not receive an email, write to [email protected] and we will assist you promptly.

6. What is your online security policy?

We want to make sure you’re safe and secure when you’re shopping with us online. Rest assured we do not sell nor disclose any customers’ personal information to other parties for any purposes.

Orders

1. How do I place an order?

  1. First step is to register with us as a member by clicking here.
  2. All you need to do now is browse! You can search for something specific by using the search bar or if you’re looking for a particular type of item you can browse by category located along the top of the page.
  3. Once you have found the item you want, select your size and click on the ADD TO CART button.
  4. You can either click on the ‘Continue shopping’ button or review the items in your cart by clicking on ‘View cart & checkout’.
  5. If you’re happy with the items in your shopping bag, click ‘CHECKOUT’ to complete your order. If you have a discount code you’d like to use, key it in the box provided before checking out.

2. What do I do if there’s a problem with my order?

Our customer service representatives are more than happy to help you. Email us at [email protected]

3. What payment methods do you accept?

You can either pay by:

  • SenangPay Payment Gateway (Accept Visa/Master, Online Banking – FPX) – Coming Soon
  • BillPlz Payment Gateway
  • ATOME (0% Interest Instalment)

4. I couldn’t proceed with payment and my order status is Pending. How do I proceed?

Kindly contact us immediately via FB Messenger/ email us at [email protected] and we’ll assist in canceling your order so that you can place a new one. We’d ask for your kind assistance not to bank in/transfer the amount to our bank account as we can’t guarantee the item you purchased is still in stock. In the case that you made payment manually, we will have to refund you in store credit.

5. Can I cancel my order?

Yes, you can but you will need to email us  as soon as possible so that we won’t process your order.
If it’s too late to cancel your order, we will need to ask you to return the items and you will be reimbursed in the form of store credit.

6. How do I cancel an item from my order?

You will need to email as soon as possible.
If it’s too late, we will need to ask you to return the items and you will be reimbursed in the form of store credit. Click here for information on how to return an item.

7. Why was my order canceled?

In most cases, orders are automatically canceled if we do not receive payments from you via SenangPay/Billplz/ATOME, or if no payment is made within 24 hours for direct bank-in. However, if the amount has been deducted from your bank account, kindly email us at [email protected] and we’ll sort it out right away!

8. How do I add an item to my order after checking out?

You will need to make a separate order altogether.

9. I received my order, but one of them is missing. What do I do?

We are terribly sorry about that! Please email us your order ID and the item you did not receive to [email protected]

10. I’ve received an incorrect item in my order.

We are terribly sorry about that! Please email us your order ID and the item you did not receive to [email protected]. You will then need to return the incorrectly received item back to us. Click here for information on how to return an item.

11. Do you restock items?

Some items are restock able. Whenever we get a restock, we will usually announce it in our newsletter, so it’s good to check frequently.

12. Can you let me know when an item has been restocked?

Unfortunately, we are unable to do so. Sorry! We usually announce restocked items in our newsletter and Instagram, so don’t forget to subscribe and check frequently!

Returns

1. What is your returns policy?

Returns are accepted if returned within 30 days of receipt  in exchange for PAHERO Store Credit only. Only clothes that are unworn unaltered, unwashed and in its original packaging with returns label still attached can be returned/exchanged.

For exchanges, kindly indicate the new size/color you’d like to exchange with in the return form. If the item requested is not available in stock, we will have to give you store credit instead. If you’d like to exchange to a different item altogether, we will first refund you in store credit and you may place a new order for the item.

Beauty products, stationery, intimates/underwear, swimwear, accessories (including jewelry, bags), headscarves (including inners), home and living products (including candles, diffusers) are non-returnable. If you are unsure of the eligibility of returns of your product, please contact our team at [email protected]

We do reserve the right not to allow the return of products or refund of any transactions although the condition above is met.

Returnable Exchangeable
Full price items YES YES
Sale and items bought with coupon code YES YES
Pre-order items NO NO
Lifestyle, including candles, diffusers NO NO
Beauty/Skin Care product NO NO
Stationeries NO NO
Intimates NO NO
Swimwear, floats, towels NO NO
Accessories, including jewelry and bags NO NO
Scarves, headscarves, scarf inners NO NO

Items that are damaged, marked or altered will not be accepted. Any items returned under these conditions and/or fall under non-returnable categories will be sent back to the customer.

2. How do I return something to you?

For a step – by – step guide on how to return your item(s), please click here.

You can return any item to us within 30 days of receiving your order (just make sure your items are in the original condition and garment tags still attached). Please repack your items in the original packaging and ensure it is secured.

Malaysia & International

  • Return item(s) in empty flyer provided or repack using original packaging with order invoice.
  • Complete this Return Form.
  • Ship to PAHERO SDN. BHD. , No 29-2, Jalan Manis 3, Cheras, 56100 Cheras, Wilayah Persekutuan Kuala Lumpur ,Malaysia

 

For further information please email [email protected] and our customer service representative will be happy to assist you with the return process. Thank you.

3. Where can I find the Return Form?

You can print the return form here.

4. Can I exchange my item to a new size/color?

Yes of course! When you return your item to us, kindly state in the return form the new size/color that you want and we’ll process it accordingly. If the item is not available in stock, we will have to give you store credit instead.

5. Will you refund me my delivery charge?

After you send the parcel, send us a photo of the receipt and your bank account details. We will then refund the amount accordingly to your bank account.

6. I have been refunded the incorrect amount.

Do email us at [email protected] and we will update your store credit accordingly.

7. Have you received my returned items?

We will email you as soon as we receive and process the parcel to let you know that it is safely in our hands.

8. I returned an item and it was incorrectly refunded or replaced.

Do email us at [email protected] and we will check on your orders accordingly.

9. Can I come and collect or return a parcel in person?

We truly apologize as we don’t accept walk-in pickup and/or returns at our warehouse. You may ship your item to us by emailing us at [email protected]

10. Will my reward points be refunded if I return my item?

Unfortunately, reward points are non-refundable as it has been utilized for your prior purchase

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