Frequently Asked Questions

  1. Where do you deliver to?

    We deliver our products within the entire Malaysia.

 

  1. How much do you charge for delivery?

    West Malaysia: For order below RM100, we charge a flat rate of RM5. Order above RM100 will be entitled to FREE Shipping.


    East Malaysia: For order below RM150, we charge based on weight between RM13 - RM35. The final calculation will appear in the checkout. Order above RM150 will be entitled to FREE Shipping.

 

  1. Which courier service do you use?

    We use DHL express to ship your order.

 

  1. How long do you take to deliver my order?

    We process and dispatch your order within 1 to 2 working days upon receiving your order.

    The estimated delivery time is as follow, subject to the courier service and your location:

    West Malaysia: 1 to 3 working days
    East Malaysia: 5 to 10 working days

 

  1. Where can I track my order?

    You will receive an email notification that includes a tracking number from us when your order is shipped. Kindly click the tracking number and it will redirect you to a separate page to track your package.

    Please allow 48 hours for the tracking information to become available.

    Alternatively, you may track the order here.

 

  1. Can I cancel my order and request for a refund?

    Once you received the shipping email notification from us, it means we have shipped your order and no longer able to cancel it.

    We have a refund policy in place on damaged or missing items. Kindly refer to our Refund Policy.

 

  1. What should I do if the item that I received is damaged or incorrect?

    Please drop us an email at eshop@faber-castell.com.my with your order details and pictures of the damaged goods. We will respond within two working days and offer a replacement, otherwise a full refund of the purchase price if the item is no longer available.

    Please be noted that all requests must be made within 21 days from your ordering date.

 

  1. I have registered for an online event / workshop. When will I receive the participation link?

    We will send the link within 2 working days prior to the date of the event / workshop via email. In the case you do not see the email, kindly find your junk or spam folder.

 

  1. How can I request for a pen engraving?

    Only selected products will be available for pen engraving.

    Kindly send the following details to eshop@faber-castell.com.my:

    Your Text (Limited to 12 characters):
    Font Type (Arial/ Times New Roman/ Verdana):

    It may takes up to 3 working days extra to ship your item.