ORDER
What happens after an order is made?
You will receive an email confirmation on your purchase and be provided with an Order Number. The order will be processed within 2 business days upon payment verification, and an email with the tracking details will be sent once the order is successfully shipped.
How can I track my order?
You can track the order delivery status here.
*Shipment tracking number can be found via your account dashboard. Alternatively, you can contact us should you fail to get your tracking number.
Can I add/remove/change items upon order successfully placed?
No changes can be made once an order has been placed. We highly recommend that you review your order before proceeding to checkout.
Can I cancel my order?
Yes, you can request for order cancellation but it will be subject to the discretion of our team, depending on your cancellation reason (e.g.: duplicated order).
Kindly drop an email at customerservice@nhprima.com.my with the following details for us to process your request.
- Order Number:
- Email Address:
- Contact Number:
- Reason of cancellation
SHIPPING & TRACKING
Can I choose the courier service for my parcel?
You may either choose Poslaju or DHL E-Commerce service for local shipment within Malaysia. For international delivery (outside Malaysia), only DHL Express is available. Note: the availability may vary depending on the service coverage area by respective partners.
How long does it take for my order to be shipped?
Once your payment has been verified, we will process and ship your order within 2 business days. Orders made after 10AM will be processed on the next business day. A notification email containing your order tracking details will be sent to you once the item is sent for shipping.
How much will the postage fee cost?
All local and international delivery fees will be automatically calculated based on the parcel’s weight/dimension and your shipping country during checkout.
When will I receive my order?
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 - 10 business days.
Where can I track my order?
You can track the order delivery status.
I have made my purchase but still did not receive my tracking number.
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.
Why is my tracking number showing no record?
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 time frame. Kindly drop us an email with your order and tracking numbers to customerservice@rahnacollection.com.my in the event where the tracking details are not updated for more than 24 hours and our team will investigate further.
Can I change my delivery address?
You may check with our customer service on the status of your order. No changes can be made to the delivery details once the items are processed/shipped.
What would happen if I am not around when the courier partner arrives at my delivery address?
Our delivery partners will make 3 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.
What happens if my item is returned back to the sender by the courier service provider?
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.
Can I use my office address as a delivery destination?
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.
PAYMENT METHOD
What payment options do you accept on Rahna Collection.com?
We accept VISA & MASTERCARD credit/debit cards, Split, Boost, GrabPay, and more via our payment gateway service providers. A full list of payment method options will be displayed upon checking out.
Do you provide Cash on Delivery (COD)?
No, we do not facilitate COD service at the moment.
I was double-charged for my order, what should I do?
We advise you to quickly reach out to our customer service team at customerservice@rahnacollection.com.my 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.
Can I request for an official receipt?
Drop us an email at customerservice@rahnacollectioncom.my with your order and contact details, and we will generate an e-invoice for your perusal.
RETURNS & REFUNDS
Can I return the item I purchased?
Yes, you can. Kindly submit a request to our customer service representative at customerservice@rahnacollection.com.my and our agent will assist you in the process to return and refund. Please view our return policy on the type of items and conditions eligible for returns.
Are all items returnable?
You may refer to our Returns Policy for the type of purchases which are not eligible for returns.
Can I return an internationally purchased order?
Yes you can. The same policy applies for international orders.
Can I exchange the item I purchased?
For online purchases, you may submit a Return & Refund Request to our customer service representative at customerservice@rahnacollection.com.my for a refund to be made. You can then proceed placing a new order on our website with your new preference of size, colour or collection. Product exchange is not available for online purchases.
When can I return my item?
You will have a 30-day window from the date of purchase with the original receipt/invoice to return the item. Upon acceptance of the return request, all returned items will take up within 7 to 14 working days to be processed by our team.
*Please note that all late refund requests will not be entertained and the decision made by the company is final and not subject for further appeal.
How and where can I return the item?
We offer reverse pick-up by our courier partners at your doorstep as well as physical drop-off at our courier partner’s branches. Kindly send a return request to customerservice@rahnacollection.com.my for the return arrangement. Our customer service representative will attend to your request.
When will the refund be credited back to my account?
Once we have accept your refund item request, the refund will be immediately processed and will take up within 7-14 working days to reflect in your account.