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 RM80, we charge a flat rate of RM5. Order above RM80 will be entitled to FREE Shipping.


    East Malaysia: For order below RM80, we charge a flat rate of RM13. Order above RM80 will be entitled to FREE Shipping.

 

  1. Which courier service do you use?

    We use Ninja Van or DHL E-commerce 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

    However, there could be a minor delay during the promotional period due to high order volume.
     
  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.