Frequently Asked Questions

FAQ

HOW DO I PAY FOR MY ORDER?

We accept payment via Visa and MasterCard credit card, FPX and online banking. All the payment transaction is supported by SenangPay . Senangpay currently is one of online payment gateway that facilitates e-commerce merchants online store in Malaysia to process their online transactions.


WHAT INFORMATION WILL BE NEEDED FOR CREDIT CARD?

You will be asked for your credit card number, the expiry date, and the CVV number when you place an order. A CVV number “Card Verification Value” is 3 digit number found on the signature strip on the back of Visa and MasterCard branded credit cards. We won’t be holding any of the credit cards details as the informatio will be encrypted and processed by Senangpay.


WHAT SECURITY CHECKS ARE IN PLACE TO MAKE SURE MY PURCHASE IS VALID?

All credit cardholders are subject to authorisation by the credit card company. If the company refuses to or does not for any reason authorise payment then we will not be able to accept your order. Please seek for advice from your credit card company if you insist to use the same credit card.


DO YOU HAVE PHYSICAL SHOP?

Firstly, we would thank for your support towards us in this. Unfortunately, we do not have physical shop as we are fully online store.


CAN I CHOOSE CASH ON DELIVERY (COD)?

We’re regret to tell you we do not offer COD in this moment as the courier delivery in Malaysia is still not mature enough for COD.


CAN I MAKE CHANGES TO MY ORDER?

Unfortunately, No. We start to process your order as soon as we receive it, therefore you will not be able to cancel or make changes to your order. If you change your mind after placing your order, you may return the item(s) within 7 days that comply with our Return Policy. Refund will be made to your exact amount paid.


WHAT HAPPENS IF AN ITEM IN MY ORDER IS NOT AVAILABLE?

If an item you have ordered becomes unavailable/ out of stock, you will be notified via email or phone call from our customer support. You can either file for refund/ wait for restock. Refund will be made to you accordingly on the paid amount. Restock will take 12 working days to be arrived.


HOW DO I KNOW IF MY ORDER WAS RECEIVED?

After you place an order, you will receive an email from us with your order number and order details. This Order Confirmation email will contain the order number and order details. Once your order has been fullfilled, packed and delivered out by our warehouse, you will then receive an Order Shipped email which contains the delivery details and tracking information.


I FEEL DISAPPOINTED TO YOUR ITEM.

Firstly, we would like to apologize to you sincerely on the bad shopping experiences with us. Secondly, every person has their own viewpoint toward product quality, therefore, we feel very sorry as our product do not meet your expectation.

Please immediately file for refund by notifying us within 7days via email or Facebook Page and our customer support will record and guide you go thru the refund process.

Please note that we do not accept refund or exchange after 7days.


HOW LONG WILL I RECEIVE MY ORDER?

Pre-order will take 9-12 working days for us to ship out your order. Please take note longer time will be needed if Public Holiday dropped between delivery period.


CAN I FILE FOR REFUND IF I DO NOT SATISFY WITH ITEM?

Definitely yes. We accept 7 days Money Back Guarantee for Pre-order item too! Customer satisfactory are always our first consideration. Your feedback and comments are highly appreciated as these are crucial for us to strive for improvement.


WHAT ARE COUPON CODES?

Coupon codes are codes that can be applied to your order to receive an offer/promotion. These offers may exempt delivery charges or apply a discounted price for selected item(s).


WHERE CAN I GET COUPON CODES?

AutumnStars coupon codes may be found in our newsletters. By subscribing to our newsletter, we will periodically email you about exclusive offers that may include promotional discount codes.  The codes may be invalid or expired, and we are unable to authorise discounts under these circumstances.


HOW DO I USE THE COUPON CODES?

When you place an order, you will see a box on the checkout page where you can enter your coupon code. After you click “Apply Coupon”, the coupon code will be applied and the discount will appear immediately along with your order total. The coupon code must be redeemed at the point of the ordering process; coupon codes may not be applied after the order has been placed.

Only one coupon code can be used per purchase. Please note that you will not be able to use a coupon code as the only mode of payment for your order. The cost of the order must exceed the cost of the coupon code or else the coupon code will not be activated and a payment option must be provided.


I FORGOT TO ADD A COUPON CODE.

Unfortunately, coupon codes may not be applied after your order has been placed. Please be aware in this.


I ENTERED MY COUPON CODES BUT IT DID NOT WORK.

Our system will only recognise valid coupon codes. If the discount has not been reflected in your order total, most likely that the code is expired or incorrectly entered. Please aware that coupon codes can only be redeemed during the placement of orders; you will not be able to apply or amend your order after your order has been placed.


WILL COUPON CODES AFFECT MY RETURN?

No worries. If you have decided to return item(s) that have a discount applied to the whole order, the amount refunded will be based on the exact amount that you have paid.


WHAT IS YOUR DELIVERY POLICY?

Orders opted for courier delivery will be handled by our appointed courier partner – POSLAJU, and will require a signature upon delivery. It will take 1-3 working days to process your order, and it will be delivered to you right after.

Delivery will take about 3 to 5 working days to Peninsular Malaysia, and 5 to 7 working days to East Malaysia. If there is Public Holiday between delivery period, the delivery may extent 7-9 working days to be arrived to the address you listed as high load of parcels before and after  Public Holiday. Your understanding will be highly appreciated.


HOW CAN I TRACK MY ORDER?

Please locate your tracking number from the delivery confirmation email or by logging in to your account. You may also visit Poslaju Tracking System and enter your tracking number in the tracking widget to see the status of your order delivery. Please allow at least 1 working day after you have received the delivery confirmation email for Poslaju to reflect the status of your order.


HOW DO I RECEIVE MY ORDER IF I AM NOT HOME?

All orders delivered through Poslaju will require a signature upon delivery. If you are not at home to receive your items, a notification card will be dropped in your mailbox or at your door with further instructions on how to retrieve your parcel.

We do not encourage you to send your parcel to company as high possibility you may loss your parcel as your parcel may be taken by strangers. If you insist to do so, we will not take any responsibility on this occasion.


I HAVE NOT RECEIVED MY ORDER.

In the circumstance that you have not seen a status update for your delivery after a week since receiving the delivery confirmation email, Please contact our customer support via email or facebook page.


DO YOU OFFER INTERNATIONAL DELIVERY?

We only deliver to Malaysia for the time being.


WHAT IF I ENTERED THE WRONG ADDRESS OR NAME IN MY ORDER?

If you notice your personal details are incorrect once you have placed your order, Please contact our customer support via email or facebook page within 48hours. We do not accept any changes in shipping details after 48hours.


HOW DO YOU KEEP MY PERSONAL INFORMATION SECURE?

We take your privacy and security very seriously. Please read our Privacy Policy for further details.


HOW SAFE IS SHOPPING ON WWW.AUTUMNSTARSTRAVELLER.COM?

We know the importance of securely storing any information that you provide. We maintain its position on never taking privacy and security matters lightly. Our site uses high-level SSL encryption technology and the most advanced security software currently available for online transactions. You can rest assured that your information is safe with us.