FAQ
Order & Purchase Related
"I did not receive an order confirmation email. What should I do?"
Please check your Spam or Junk folder first. If you still cannot find it, kindly contact us at inquiry@qiszar.com with your order number and payment details.
"Can I modify or cancel my order after payment?"
Orders are processed quickly to ensure timely delivery. Any changes or cancellations are subject to order status and cannot be guaranteed once processing has begun.
Shipping & Delivery
"How can I track my order?"
A tracking number will be sent to your registered email once your parcel has been packed and handed over to the courier.
"Why haven't I received my tracking number yet?"
Your order may still be under processing. Tracking details will be emailed once the parcel has been collected by the courier.
"How long does delivery take?"
Estimated delivery times:
- West Malaysia: 1–3 working days
- East Malaysia: 3–7 working days
- International: Subject to destination country and customs clearance
Please note that delivery times are estimates and may vary during peak periods.
Pre-Order Items
"What is a Pre-Order item?"
A Pre-Order item is a product that is currently in production or awaiting restock. Customers can secure their purchase before the item becomes available for shipping.
"How do I know if an item is Pre-Order?"
The product title and description will clearly indicate if the item is available for Pre-Order.
"Where can I find the Estimated Shipping Date (ETD)?"
The ETD is stated in the product description before checkout. We strongly encourage customers to review the product details carefully before placing an order.
"I purchased a Pre-Order item. When will it be shipped?"
Your order will be processed according to the ETD stated on the product page.
"I purchased both Ready Stock and Pre-Order items in one order. When will my order be shipped?"
Orders containing both Ready Stock and Pre-Order items will be shipped together once the Pre-Order item becomes available.
"Can the ETD change?"
ETD is an estimated shipping timeline and may occasionally be affected by production or logistics circumstances beyond our control.
Sizing & Product Information
"How do I choose the correct size?"
Please refer to the Size Chart available on each product page before placing your order.
"My measurements fall between two sizes. Which size should I choose?"
We generally recommend selecting the larger size for a more comfortable fit.
"Are product measurements exact?"
All measurements are manually taken and may have a tolerance of approximately ±1 inch.
"Will the product color be exactly the same as shown in the photos?"
Actual colors may vary slightly due to lighting, photography, and screen display settings.
Promotions & Gifts
"How do I qualify for a free gift?"
Free gifts are subject to specific promotional campaigns and terms announced during the promotion period.
"I forgot to add a promotional item to my order. Can it be added later?"
Unfortunately, promotional items and free gifts cannot be added after an order has been successfully placed.
"Can I combine multiple promotional codes?"
Only one promotional code can be applied per order unless otherwise stated.
Return Portal
"How do I start a return?"
Visit our Return & Exchange Portal, enter your order details, select the item(s) you wish to return or exchange, choose a reason, and follow the instructions provided.
"How long do I have to submit a return?"
Returns must be submitted within the eligible return period stated in our Return Policy.
"Can I exchange it for another size?"
Yes, you can request a size exchange through the Return Portal, subject to stock availability. For Change of Mind exchanges, postage charges will apply.
"Is return shipping chargeable?"
Return shipping charges may apply depending on the return reason and our Return Policy.
"How long does approval take?"
Return requests are typically reviewed within the timeframe stated in our Return Policy. Customers will receive updates via the return portal.
"How can I track my return?"
You can track the status of your return or exchange directly through the Return portal using your return request details.
"Can sale items be returned?"
Sale items may not be eligible for return or exchange unless stated otherwise in our Return Policy.
"What if I receive a defective/Wrong item?"
Submit a return request through the Return Portal, select "Defective Item" or “Incorrect Item” as the reason, and upload supporting photos for review.
"What if I receive a defective or wrong item, but the replacement stock is not available in the portal?"
Please contact our Customer Care team at customercare@qiszar.com for further assistance.