Online Warehouse Sale FAQ

Q1When does the Online Warehouse Sale start and how long will it last? 

A: Online Warehouse Sale starts from 6 March 2021, 12am onwards till 11 March 2021, 11.59pm. 

 

Q2: What are the items on sales during the Online Warehouse Sale? 

A: You can find all the items on sale under “Online Warehouse Sale” menu. Please note that items on sale may come repackaged and/or the packaging might be dented or damaged. The product packaging and conditions also varfrom the product image. However, the products are in good working condition.  

 

Q3Can I change or cancel my order after it has been placed? 

A: We're quick at picking and packing your order, therefore we're not able to change or cancel your order once your purchase has been confirmedIf you wish to add more items, you can place new order. Please contact our Customer Service team at eshop@faber-castell.com.my or WhatsApp +60126873522 if you have any queries pertaining to your order. 

 

Q4: Do you accept return or exchange? 

A: Items on sale are not returnable, refundable or exchangeable. 

 

Q5: What if the item is defective or not in good working condition? 

A: If you received a defective item or the item is not in good working condition, please snap a photo of the item and email to eshop@faber-castell.com.my or WhatsApp to +60126873522 within 48 hours after you have received the item. Our Customer Service team will assist you.  

 

Q6What should I do if I received the wrong item? 

A: If you received the wrong item, please snap a photo and email to  eshop@faber-castell.com.my or WhatsApp to +60126873522 within 48 hours after you have received the item. Our Customer Service team will assist you. 

 

Q7Will items be restocked during the Online Warehouse Sale? 

A: Unfortunately, there won't be any restocks for Online Warehouse sale items. Everything available is currently online and is on a first-come, first-served basis. 

 

Q8: Can I use discount code during the Online Warehouse Sale? 

A: Discount code is not applicable for Online Warehouse sale itemsHowever, discount code can be applied for normal price items. 

 

Q9: What payment methods do you accept? 

A: You can pay via Visa and Mastercard credit and debit cards, Bank Transfer (FPX) and E-Wallet (Grab and Touch ‘n Go). 

 

Q10: Is the shipping fee included in the product? 

A: No. Shipping fee are calculated during checkout. Please find below the shipping cost: 

  • Order below RM100RM7 flat rate 
  • Order above RM100FREE Shipping 

 

Q11: Do you ship internationally? 

A: At the moment, we only accept orders for delivery within Malaysia. 

 

Q12: How do I know what I have ordered? 

A: Once you have placed an orderour system will email a receipt/order confirmation email to you. (Don’t forget to check your junk/spam mailbox). 

 

Q13: How do I track my order online? 

A: You will receive an order shipment tracking email once your parcel is on its way to you. This will be emailed to the email address used on your order. (Don’t forget to check your junk/spam mailbox). 

 

Q14: When will my order be shipped? 

A: We will process your order within 8-10 working days. 

 

Q15: What if i key in the wrong shipping address in my order? 

A: If you need to edit your shipping address, please email us ASAP at eshop@faber-castell.com.my and include the correct address within your email inquiry. We will update your order with latest shipping address within 1 working day, but it is not always possible with the high volume of emails we receive. If you input an incorrect address and the order is shipped, it should be returned to our warehouse and we will contact you for a correct address. 

 

Q: Can I place an order online and pick-up in store at your kiosk? 

A: No. All orders placed online will be shipped out.