FAQ

Frequently Asked Questions (FAQ)

 

Q: How secure is shopping with sugarscarf.com?
We want your online shopping to be worry-free, so we use SSL (Secure Socket Layers)*, the industry standard encryption standard for online purchase. All of your personal information, including your credit card number, is encrypted by SSL while you are placing the order.

SSL encrypts your order information to avoid the decoding of that information by anyone other than sugarscarf.com To check the security of your connection, look at the URL address bar of your browser window when you begin to checkout. If you see an unbroken key or a closed lock (depending on your browser), then SSL is active. When accessing a secure server, the first characters of the site address will change from "http" to "https".

We endeavor to make every transaction you make at sugarscarf.com 100% safe. This means that you pay nothing if unauthorized charges are made to your card as a result of shopping at sugarscarf.com

* SSL available only if you make payment through our payment gateway.

Q: I cannot remove and add items into my shopping cart. Why and how to resolve this?
It should be a memory problem from your browser. Please follow steps on the link below to delete the cookies:
http://kb.neowave.com.my/?View=entry&EntryID=58

Q: I have signed up for sugarscarf.com but I cannot login with my password. Why?
One of the possible problem is that your account is not verified. A email with a verification link has been sent to your registered email address for verification, please click on the verification link to activate your account.

Alternatively, kindly contact us at sales@sugarscarf.com for technical assistance.

Q: I have a user account with sugarscarf.com but I forgot my password, what should I do?
It is easy, go to My Account page and click on the Forgot password link. You will be prompted with a window to enter your email address (it must be the same email address you registered with sugarscarf.com. The password will be sent automatically to the registered email address.

Q: I have a user account with sugarscarf.com, how do I change my personal info and shipping address?
Go to My Account page, login and you can modify your account details there.

Q : Can I checkout as guest or without creating an account?
A : Unfortunately no. By creating an account with us, it will be easier for you to shop with us next time. All information such as name, address and contact details will be automatically retrieved from your account.

Q: How do I know sugarscarf.com's latest news and promotions?
Just subscribe to our newsletter, which we publish weekly, or alternatively you can subscribe to our facebook page to get the latest updates on our New Arrivals, Best Seller Products and Special Deals.

Q: I have received a few emails from sugarscarf.com. What are Orders Received, Orders Processed and Payment Receipt?
Order Received: This email informs you that  sugarscarf.com has received your orders and will process it as soon as possible.

Order Processed: This email confirms sugarscarf.com has processed your order.

Order Shipped: This email confirms that sugarscarf.com has delivered/shipped the order to your shipping address.

Q: I can't find a particular product/item I want from Sugarscarf's online store, what can I do?
Kindly contact us at inquiry@sugarscarf.com for further enquiries. We will try our best to assist you or recommend you an alternative.

Q : How To Order
A : Kindly go to our How to order link at the Information Section below

Q: I want to pay with Paypal, but suddenly my total is different. Is there any charges?A: There is a charge of 4.5% of your total order. This charge will be taken by paypal. By ordering, you have agreed to pay the charged amount.

Q: I came across the name ipay88 in sugarscarf.com, what is ipay88?

sugarscarf.com accepts online payment using ipay88 (accredited by Bank Negara Malaysia) and it is a secure online system that offers our customers safe transactions over the internet. ipay88 also uses 3D secure where extra authentication from the bank is required.

Q: Why do I have Mobile88.com in my credit card transaction records rather than sugarscarf.com?
Do not worry because our payment gateway partner, ipay88 (owned by Mobile88.com Sdn Bhd) collects payment on behalf of  sugarscarf.com

Q: Why Mobile88.Com is on my billing statement?
iPay88 Sdn Bhd has appointed Mobile88.Com Sdn Bhd as its sole authorized reseller of all iPay88 merchants. If you have a Mobile88.Com or Mobile88.Com Sdn Bhd charged on your statement, it is very likely that you or someone in your household placed an online order with us.

Q: How do I know if my payment has gone through?
When you submit your payment details, the iPay88 payment service will request authorisation from your Card Issuer and carry out any fraud screening checks on sugarscarf.com. Depending on the outcome of the authorisation request, you will see either a successful or a failed message on screen which will confirm the result of your transaction.

A successful payment will also be confirmed by email. This email will include the details of your purchase and your Transaction ID, which is a unique reference for your payment, and should be quoted on any correspondence with sugarscarf.com. It will be sent by iPay88 to the email address you have provided when entering your payment details.

If you received more than one email and you have only made one purchase, please contact sales@sugarscarf.com and inform us that you have placed multiple orders by mistake. We will arrange a refund if necessary.

Q: Why was my payment declined?
This could be for many different reasons; however, iPay88 is not informed of the exact reason why the transaction has been declined. Reasons why your payment was declined may include:

  • Some of the card/personal details entered does not match the information held by your Card Issuer
  • You do not have enough cleared funds on your card to cover the amount of the purchase
  • Your card has been reported as lost/stolen and been cancelled by your Card Issuer
  • Your card has or is due to expire and has been replaced by your Card Issuer
  • Your card has recently been replaced by your Card Issuer but not yet activated
  • Your card cannot be used to pay for goods/services in a Cardholder-Not-Present environment (online/over the internet)
    • There may be a problem with your Card Issuer’s authorisation system
    • You haven't activated 3-D Secure (Verified by Visa and MasterCard SecureCode) of your card

If you are sure that one of the reasons above does not apply to your payment attempt, we recommend that you try again. However, should the problem persist, please contact your Card Issuer to find out further information.

If this means you are unable to pay by Online Banking through iPay88, please email us at sales@sugarscarf.com


Q : Why is there handling charge fee when I want to pay via Paypal?
It is a flat rate that we charge for every order. This charge is taken by Paypal, not by us.

Q : I already made payment, but there is no history in my account?
A : Please email us asap at with ur transaction no ( P xxx xxx code)

Q : I don't have online banking. Can I transfer using ATM?
A : Unfortunately, no. We do not offer orders or payment made via ATM bank transfers, currently.

Q : Do you ship internationally?
A : Yes we do ship internationally. Please see international rates at Delivery Information

Q : How do I know your latest products/promotion/information?
A : You can subscrice to our newsletter, linked below the My Account section. Alternatively, you can follow us on Facebook and Instagram for all the latest updates.

Q : I've made payment and I chose the wrong delivery method. Instead of POSLAJU, I chose the pickup option. 
A : Please email us directly to sales@sugarscarf.com with your transaction id/order id. You will have to top up for the shipping fee.

Q : Can I order trough phone?
A : Calls and sms regarding order is not available at the moment. This is to avoid confusion as we have to record every order so that in case something happens, we can track back your order.

Q : What if I received wrong/damage/faulty items?
A : Please see our returns policy.

Q : I've changed my mind, the products does not suit me. Can I return/exchange?
A : Unfortunately, no. We have made every effort to display, as accurately as possible, the colors of our products that appear on our website. However, as the actual colors you see will depend on your monitor, we cannot guarantee that your monitor's display of any color will be accurate. The position of pattern/design may vary slightly from what you see (example : the position of the flowers may be at different places). If u have any doubt of our products, you may purchase it from our boutique to avoid any misunderstanding in the future.

Q : What is your posting time?
A : We ship everyday. But due to large order, Posting will be done usually 1-3 business days after payment received.
Bear in mind that we need time to check your payment and wrap your itema before sending it to the post office. Be patient =) Once they are shipped out, we will notify you with the tracking number. Please bear in mind, that Sugarscarf will not be taking any responsibilities of any missing parcels, lost items during transactions, damage of the items, or late delivery as POS MALAYSIA will be held responsible. However, we can help to track your parcel in case something happens.  For more information or for any enquries about ur parcel, please call POSLAJU 1-300-300-300 (Malaysia) or 603 – 27279100 (Overseas).

Please take note that orders made on Friday, Saturday and Sunday will be shipped out the following Monday.

Q : Can you expedite my order?
A : We're very sorry at the moment we do not offer expedite shipping. Orders are processed sequently, we will ship those who ordered before you.

Q : I was not available at the address i provided when POS LAJU came. 
A : Tracking number will be given once your order is shipped. If the addressee is not available during PosLaju delivery, we advise her/him to pickup his/her item at nearest POSLAJU branch. NO REFUND or EXCHANGE is allowed if you missed the delivery. Furthermore, the buyer has to top up shipping cost again if the parcel is returned to us. We don't provide refunds if you change your mind and do not want the parcel re-sent.

Q : My parcel did not arrive. I want a refund. 
A : Unfortunately, we dont do refunds if your parcel is not delivered/missing. Poslaju will be held responsible on handling the shipping. We can provide true details that we have sent the parcel out. However, we can make a claim for you to POS MALAYSIA. The process of refund will take about 3 months. Only part of the total you paid, will be returned to you by POS MALAYSIA BHD.