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Frequently-Asked-Questions (FAQs)
Who is Hairdressing.com.my?
We are one of the established haircare supply store in Kuala Lumpur; the importer of haircare and hairdressing products, tools and equipments which offer varieties of the most sought after brands.
We understand that everyone has the right to own luxuriously beautiful hair at an affordable fraction of the market price.
Why Hairdressing.com.my products are relatively cheaper price compare to other hair salons and retailers?
We work out with authorized distributor from UK, Europe, Korea and local suppliers to buy in bulks, hence the price is relatively lower. Different countries has different retail prices, hence we source around for the best price and most ideal exchange rates in order to offer you the best price you can find. That’s why you can find our goods are so competitively priced.
We consider ourselves as parallel importer of branded goods.
What is parallel importer?
Parallel import resulted in lower cost price compared to those local authorised dealer by importing genuine products through the brand’s home country; or otherwise outside of the brand’s authorised distribution channels. By not following the policies held, we are able to keep our prices at bay.
Where else can I buy the products shown in the website?
Alternatively you can purchase your products at our physical store located at Perniagaan Tai Luen Sdn. Bhd., No. 22 Jalan Nyonya, Off Jalan Pudu, 55100 Kuala Lumpur (behind Berjaya Times Square). Please make yourself free to get your favourite products at our physical store.
How long will I get my products purchased online?
We aim to process your order within 24 hours or 48 hours within sale period. However, we will try our best to ship the orders to you soonest possible. The estimated shipping times act as a guide only and only commence from the date of dispatch.
Am I buying a genuine products?
Products sold at Hairdressing.com.my are “genuine” which is neither counterfeited or pirated products. If you are not satisfied with your recent purchase, kindly contact our sales team at [email protected] or call us at 03-9226 0944, our sales team will assist you with your concerns.
Why the products that I’d order is out of stock since I had made the payment?
We are constantly keeping track of our inventory items on a daily basis at our warehouse. If one of the item is out of stock, we will try to replenish it as soon as possible.
However if we are unable to fulfill your order, we will inform you on a timely basis whether you need a refund or replacement of that item.
Can I get exchange or replacement of any received item which is not actually ordered by me, or the product is damaged?
Yes, we will exchange or replace the item which is found to be wrongly shipped or damaged with notification to Hairdressing.com.my within 3 working days upon parcel received. Kindly e-mail us at [email protected] to notify us immediately if there is any discrepancy.
I’m not satisfied with the product. Can I get a refund?
Yes, you may get a refund for items that you do not want by returning the item to us by within 7-days after receiving your order. Your money will be refunded when you return the item to us in good condition (undamaged, unused or unopened). The item that you purchased is 100% Money Back Guaranteed.
Please read our terms & conditions for further details on Return & Exchange policy.
Why the product’s production date I received from the parcel (MFG DATE) seems outdated? I’m concerned about the quality, and so is it safe to use?
The general shelf life for any unopend hair care products are at its best condition before 36 months of production date. But some products can be lasted for more than that; if the container are properly sealed and unopened. However the shelf life of the product will drop to 50% once the product has been opened.
Store your product in a cool and dry place and close or seal the bottle properly after use to avoid any opportunity for contamination.
Is my credit card payment secured?
Your credit card payments made directly from our Hairdressing.com.my are secured by MOLPay PCI-DSS (Security Standard Council) payment gateway to deliver international standard of security; to make every transsaction safe for our customers.
Return, Refund & Warranty
Return
HAIRDRESSING.com.my will provide refund/replacement to customers that fall under certain criteria (e.g. out of stock, system auto reject, fraud, etc.)
Possible Issues
Out-of-Stock Order
HAIRDRESSING.com.my works hard to ensure that the stock is on hand for delivery, but availability of a listed item is subjected to change due to high-demand of the said item. In the event of ‘out of stock’ situation, HAIRDRESSING.com.my will grant you a full refund inclusive of shipping fee within 3 working days.
Non-delivery of Order
If you do not receive your order after 14 working days Domestic or 21 working days International (not including custom clearance), do contact us and we would be happy to assist you.
Incorrect / Incomplete / Defected / Damaged Items
If you received your items that have been damaged or missing from your order, kindly contact us immediately within 3 business days from receipt date.
Damaged items
For damages, please provide a description and photos of the damaged item as well as the condition of any packaging and report to customer support within 3 working days at +603 9066 0944 or send us email to [email protected]. But please keep all the items, boxes, and packing material shipped exactly as you received it for inspection. Our customer support will advise you the next step.
Missing items
For missing items, kindly make sure you have removed all packing material from the shipment box to confirm that the item was not hidden from view. On occasion, small items are packed into other items to protect it from damaged during shipment. Please check the tracking status to confirm that all packages have been delivered with provided tracking number before you proceed filing a report with us.
Cancelling Orders
The processing orders at HAIRDRESSING.com.my are run promptly to ensure you receive your items the soonest as possible. Therefore, no cancellation or change will be accepted once your order has been processed by us.
Return & Refund Policy
Return & Refund Detail
Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
- Gift cards
- Downloadable software products
- Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted:
- Book with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or Missing Refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
Warranty
Limited Warranty
HAIRDRESSING.com.my warrants only to the original end user that the products and parts will be free from defects in material and workmanship for the applicable warranty periods. Warranty periods to be determined commencing upon the date of invoice to the end user.
NOTE : Warranty does not covers international purchase.
| What May Void the Warranty |
| The limited warranty shall be null and void in the following circumstances: |
|
Return & Refund Policy
HAIRDRESSING.com.my warrants only to the original end user that the products and parts will be free from defects in material and workmanship for the applicable warranty periods. Warranty periods to be determined commencing upon the date of invoice to the end user.
NOTE : Warranty does not covers international purchase.
| What May Void the Warranty |
| The limited warranty shall be null and void in the following circumstances: |
|
Return Appointment Process
As a condition precedent to the above Limited Warranty, the end user must:
- Ship the items being returned to HAIRDRESSING.com.my, and pay for the return shipping charge which is claimable from HAIRDRESSING.com.my.
- Pack the items being returned in the original packing carton or equivalent. Damage in transit is end user’s responsibility and may cause to void the warranty claim.
Transportation Costs
HAIRDRESSING.com.my will pay shipping charge to return the products or parts covered by this Limited Warranty. However, if HAIRDRESSING.com.my determines in the exercise of its reasonable but sole discretion that the product or part returned for warranty service is not defective, or does not otherwise qualify for warranty service, end user shall be liable for all costs of handling and transportation.
We Deliver Right to Your Doorstep
SHIPPING WITHIN THE PENINSULAR (WEST MALAYSIA)
FREE SHIPPING within West Malaysia on online orders of RM100 & above.
SHIPPING TO SABAH, SARAWK & WP LABUAN (EAST MALAYSIA)
A shipping fee of RM10 will be charged for the 1st 3KG of your order, thereafter additional RM10 will be charge for every consecutive kilogram(KG).
For furnitures/equipments, please see item’s shipping details stated.
All orders will be shipped from our warehouse to your doorsteps via our designated delivery agents. We will aim to dispatch your order within 48 hours of orders receipt and delivery cut-off time is 12pm every week days.
All goods (except larger orders) are sent via courier for which a signature of receipt of goods is required. We cannot be held responsible, for any losses, liabilities, costs, damages, charges or expenses arising out of late delivery. If you are not available on parcel delivery or collection, we may leave a card to instruct you to arrange for redelivery or collect from the courier office.
DELIVERY TO SINGAPORE & BRUNEI OR OTHER COUNTRIES
DELIVERY TO SINGAPORE & BRUNEI starts from RM 35 onwards. Delivery time frame of up to 5 working days is needed (not including Saturdays, public holidays and customs clearance) to arrive to your destination.
DELIVERY TO OTHER COUNTRIES will be shipped via Standard Air Mail to all major countries with tracking number provided. Delivery time frame of up to 7 working days is needed (not including Saturdays, public holidays and customs clearance) to arrive to your destination.
Local Shipping and Handling Rates
Shipping and handling rates are determined by total quantity and weight/volumetric weight of products ordered. Free Shipping is available for selected items and is clearly indicated when placing order. *Custom tariff(s) is/are not indicated in the Invoice and you should pay separately to the delivery agents when applicable.
Local Delivery Time Frame
Estimated delivery time frame from warehouse to your door:
| KL, PJ, Subang Jaya, Klang & etc. | 2-4 working days |
| Peninsular Malaysia / East Malaysia | 2-5 working days |
| Outskirt | 7 working days |
* Delivery may delay due to Public Holidays.
International
International Shipping and Handling Rates
Shipping and handling rates are determined by total quantity and weight/volumetric weight of products ordered. Free Shipping is available for selected items and is clearly indicated when placing order. *Custom tariff(s) is/are not indicated in the Invoice and you should pay separately to the delivery agents when applicable.
| Shipment Duration and Charges to Singapore | |||
| Delivery Services | Est. Days of Delivery | RM | Weight in grams |
| Air Parcel | 5 to 8 working days | 35.00 | 1000 |
| 40.00 | 1500 | ||
| 45.00 | 2000 | ||
| 50.00 | 2500 | ||
| 55.00 | 3000 | ||
We reserve the right to choose the method of shipping either by courier or any designated delivery vehicle / truck, especially for larger orders. Goods ordered within the same invoice may not necessary be dispatched together.
Should you require any specific delivery date and time, or any special instructions please call us or email to us at [email protected]
Non-Delivery of Order
If you do not receive your order after 14 working days Domestic or 30 working days International (not including custom clearance). Do contact customer support or email to us at [email protected]
Appointed Shipping Agents
*Important Statements
Duties and Taxes
The cost of item(s) and shipping rates will be charged at the time of purchase. In addition, import duties and taxes may be levied once a shipment reaches your country. Please pay those costs directly to the delivery agents or the customs office upon delivery. Policies on those taxes vary in each country. HAIRDRESSING.COM.MY store and participating merchants have no control over those charges. Please contact the customs office in your country before writing in at enquiry for your query.
Prohibited and Restricted Goods
Different countries have different list(s) of prohibited and restricted goods, please check and observe your local ‘custom’ clearance lists. Customers are solely responsible for checking to see if the item can be imported to the country prior to making a purchase transaction.
Undeliverable Package
There are several reasons that our carriers deem a package undeliverable such as:-
i) damaged packaging or the liquid of the product had been exposed.
ii) aerosol spray or flammable item that cannot be shipped by air.
The package will be returned to us and customer will need to pay for the reshipment of goods.
Incorrect Address
If the address is incorrect or outdated, the shipment(s) will return to us. Do remember, to write a complete and full address in the shipping bill form.
Restriction Areas
If the package(s) is being made to a restriction area such as military base or prison, there may be delivery restrictions associated with the items or package, the package(s) will return to us if delivery fails.
Reject by Recipient
If recipient refuses to accept package, the package(s) will return to us. Do remember to notify recipient (if it is a gift/surprise/etc) after you have made the order.
Courier Mistakes
In rare cases, if the address label became illegible(unreadable) during shipping and handling process, the package(s) will be returned to us.
Damaged & Missing Item(s)
- If upon receiving your order, there are any damage(s) to the package(s) or missing item(s) from your order. Do make a report to Hairdressing.com.my customer support within 3 work days at +603 9226 0944 or send email to [email protected]. But please keep all items, boxes, and packing material shipped exactly as you received it for inspection. Our customer support will advise you the next step.
- If you have missing items spanning multiple boxes, please check the tracking status to confirm that all packages have been delivered with tracking number before you proceed filing a report with us.
Shipping Restrictions
- For items shipped internationally, any warranty issue(s) and manufacturer restrictions may not be applicable; as items may not be designed for destination country standards, specifications and labelling requirements, though you will be notified if we’re unable to ship specific items to the address you’ve selected.
- Different countries have different list(s) of prohibited and restricted goods, please check you’re your check and observe your local ‘custom’ clearance lists. Customers are solely responsible for checking to see if the item can be imported prior to the purchase transaction.
- In the event of item(s) such as aerosol products(hairspray, mousse) or items “prohibited” by courier being rejected, we are not solely responsible for the circumstances.
Item Availability
We take every measure to ensure that the products we offer are in stock. However unforeseen circumstances may happen, in the event of ‘Out-of-stock’, we will notify you via phone call or email and our customer support will advise you the next step.
Delivery Service Delay
In rare cases, there are unexpected service delay such as severe weather, natural disasters, transport accident, unscheduled events and etc.
Bulk Delivery Arrangement
If you require delivery arrangement, we offer the following options:-
Delivery within Klang Valley
RM80.00 (inclusive of GST 6%)
Delivery to Peninsular & East Malaysia
Please contact our customer service representative at 03-2141 6903 for further enquiry.
Delivery from Overseas (effective 13 Oct 2015)
What should I be aware of when buying Overseas Product?
For overseas product, kindly note the following:
- Warranty conditions vary by product, please check the individual product pages for details.
- Product manuals, instructions and safety warnings may not be in destination country languages.
- The products (and accompanying materials) may not be designed in accordance with destination country standards, specifications, and labeling requirements.
- The products may not conform to destination country voltage and other electrical standards (requiring use of an adapter or converter if appropriate).
What are products shipped from overseas and how do I identify them on the website?
Overseas products are sold by sellers from outside Malaysia. The delivery time is usually between 15 to 25 working days
Returns due to customers change of mind are not allowed for these products. Learn more about our Returns & Refunds Policy.
Manufacturer warranty may not be valid on Overseas products. We strongly recommend you to find out more about the claim process with the manufacturer/service center before making the purchase.
You can identify an Overseas product by looking for “International Seller” or “Shipped from Overseas” stated on the respective product page. In case of any doubt, feel free to reach out to our Customer Service at Contact Us Page.
Do I have to pay extra duties or taxes for Overseas Product?
No. All Overseas products from Hairdressing.com.my online store are delivered at no additional cost to you, since the stated price includes customs fees and import duties. You are not expected to pay any additional duties or taxes.
If you are asked by Customs or our logistic partner to pay duties, or requested to present a personal ID, please contact our Customer Service at Contact Us Page for clarifications.
Note: If special customs clearance procedures are required, there might be delays beyond our original delivery estimates – kindly liaise with our Customer Service to get new estimated delivery times.
What if I want to cancel my Overseas Product?
Overseas products fall under the following cancellation policy:
If your order has not yet been dispatched from the Seller: Cancellation is allowed.
If your order has already been shipped by the Seller: Cancellation is not allowed. Exceptions might occur only if an agreement is reached with the Seller.
To request for a cancellation, please contact our Customer Service Contact Us Page who will assist you with your request.
What happens within the promised delivery lead time?
Within the delivery time Hairdressing.com.my will provide to the customer all available information on the status of the order.
Once an order has been shipped the customer will not be able to cancel the order. Any ‘cancellation’ post shipping shall be subject to our standard returns policy.