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FAQ

Frequently asked questions

GENERAL

Who are us?


We are the certified sole distributor for Kustie Malaysia, Ahalo Butter Malaysia and Dentek Malaysia. All our products is available at Watsons Malaysia, and at our e-commerce website: Redquay.com and Lazada: RedQuay.




Is Redquay operation during MCO/ CMCO/ Recovery MCO?


Yes, we are remain operate during this period. However, all the order is encourage to placed via online (from our website or lazada account. During the Recovery MCO, there are lots of off-delivery area updated from the delivery team. If you wish to place an order with us, please kindly write to us at sales@redquay.com or fill in the contact form. That way, we could help to check if the delivery team covers your area before the purchase proceeds. We apologise in advance for the inconveniences caused and we seek for your kind understanding. Warm reminder, 1. Kindly expected longer delivery lead time during this moment. 2. Kindly please ensure the shipping address is deliverable during this period.




How can I buy your products?


We offer few methods for our customers to order our products, which is 1. via Website purchase 2. via Lazada online store (Redquay) 3. via Email to us at sales@reduquay.com - Please list down your checklist & personal information (FULL NAME, CONTACT NUMBER, DELIVERY ADDRESS & BILLING ADDRESS) in the email.
- Our customer service team will contact you for further information and payment if you are ordering by email.





PAYMENT

How do I make a payment?


When you shop with RedQuay.com, you can choose to pay by: 1. PayPal 2. Bank in to our company bank account - Applied to order via email or website order (which customer who prefer to pay directly to us) - Once order is placed (with pending payment status), our customer service team will contact you in 24 working hour and provide you the invoice with bank account for your further payment process. - Customer is encourage to make the pending payment in 3 working day and will requires to provide us a transaction payment slip/ image for our record purpose. All order will be process once payment is made.




Payment Policy


All payment made shall not be refundable. If you are under the age of 18, please ensure that your parents or guardians are fully acknowledge with the presence of RedQuay.com and fully agree with the Terms and Conditions and Privacy Policy before placing an order. Your information will be passed through a very secured connection, which cannot be obtained by external parties. We will not sell or share your credit cards to any third parties except for the purpose of checking the validity of your credit cards with payment agencies, fraud prevention agencies or other similar parties in relation to the use of your account. If the credit card used is not valid, we reserve the right to cancel the transaction or propose alternative payment methods to you.





SHIPPING

How much is your delivery/ shipping fee?


Redquay delivers across Malaysia! The shipping rates are as follows: 1. Peninsular Malaysia: RM 6 per order 2. Sabah & Sarawak: RM 20 per order* Enjoy FREE Shipping if you hit the minimum purchase amount: 1. Peninsular Malaysia : RM 60 in a single order.
2. Sabah & Sarawak : RM 120 in a single order*




How long is the delivery lead time took?


All the online order will be sum on every Monday & Thursday 10am. The packed parcel will be pass to our delivery partner on the same day 12pm. We try our best to prepare your orders and send them out as soon as we can but orders can only be shipped during working days and hours. We hope our beloved customers might note that Redquay does not represent courier companies, and as much as we hope for parcels to arrive on time, parcels can suffer delays beyond our control. However, please rest assured we're on your side and will help in any way we can.




Do you deliver to multiple address?


We are only able to deliver to one address in one transaction. Should you need to deliver to a different address, please do not hesitate to contact our team for further assitance.




Delivery & Dispatch Policy


Once your order is being processed, our courier service will deliver it to the provided shipping address within 3-5 working days. A tracking number will be emailed to you once your product is dispatched from our warehouse. Please note that a signature upon arrival is required. Our crew will leave a reschedule note to you if the parcel is not delivered. If the parcel failed to be delivered after several attempts, we reserve the right to custody you for the cost arising. After a product is delivered, we do not accept refund at any case except for the case of faulty products. We do not hold responsible to any circumstances that is beyond our foreseeable control, such as flood, fire, storm, accidents, etc. Please kindly contact our customer service team if you have any enquiry regarding the delivery. We will try to process your order within one working day. Please note that all orders placed before 1pm will be counted as a working day. While the orders made after 1pm will be processed on the next day. Once an order is processed and leaves our warehouse, our courier service will deliver your items and it will be delivered to you within 3 working days. We do not deliver on Saturdays, Sundays and Public holidays. RedQuay.com cannot be held responsible for conditions beyond our foreseeable control such as severe weather, fire, accidents, service interruptions, etc. However, we will try to ensure that your order is delivered on time. A signature will be required upon receipt of the goods. If the parcel is not delivered, a calling card will be left for you to rearrange a second delivery. If a parcel failed to be delivered after a few attempts, you will be charged with any extra cost arise.





RETURN

Can I return the purchased item?


Yes, you can but we are only allowed Conditional Return as in the product is damaged during shipment, wrong item/type/shade/etc. Customer will requires to take a copy image of proof and email us at sales@redquay.com Our customer service team will contact the customer in 3 working day.




How do I return a purchased item?


Once our customer service contacted you, please email us the details below at sales@redquay.com Name:
Register email:
Address:
Contact No.: Telephone / Mobile
Order No.:
Product Name:
Receive Date:
Return Date:
Reason: (For feedback purposes) Please allow 3 working day for our team to investigate on the case and we will update customer the status as soon as we can. Return process can only be proceed once the customer get confirmation from the customer service team via email.




Return Policy


Yes, we provide Conditional Return. In the case that if you are not satisfied with your purchase (e.g. damaged during shipment, wrong item/type/shade/etc), kindly take a photo image and contact our customer service at sales@redquay.com first. Our customer service team will contact you in 3 working day. For return order (once the customer get confirmation from the customer service team), 1. Product return request must be made within 7 working days once the customer get confirmation email from customer service team. 2. Damaged items must be returned together with their original box and receipt. 3. Customers would have to bear the postage fees for shipping item(s) back to us during the return process. In return, we will credit a RM 5 cash voucher for your next purchase. 4. Please provide the return parcel tracking number for all items. For more info, please contact our customer service at sales@redquay.com before returning the item otherwise the request will not be processed.





TERMS & POLICIES

Payment Policy


All payment made shall not be refundable. If you are under the age of 18, please ensure that your parents or guardians are fully acknowledge with the presence of RedQuay.com and fully agree with the Terms and Conditions and Privacy Policy before placing an order. Your information will be passed through a very secured connection, which cannot be obtained by external parties. We will not sell or share your credit cards to any third parties except for the purpose of checking the validity of your credit cards with payment agencies, fraud prevention agencies or other similar parties in relation to the use of your account. If the credit card used is not valid, we reserve the right to cancel the transaction or propose alternative payment methods to you.




Delivery & Dispatch Policy


Once your order is being processed, our courier service will deliver it to the provided shipping address within 3-5 working days. A tracking number will be emailed to you once your product is dispatched from our warehouse. Please note that a signature upon arrival is required. Our crew will leave a reschedule note to you if the parcel is not delivered. If the parcel failed to be delivered after several attempts, we reserve the right to custody you for the cost arising. After a product is delivered, we do not accept refund at any case except for the case of faulty products. We do not hold responsible to any circumstances that is beyond our foreseeable control, such as flood, fire, storm, accidents, etc. Please kindly contact our customer service team if you have any enquiry regarding the delivery. We will try to process your order within one working day. Please note that all orders placed before 1pm will be counted as a working day. While the orders made after 1pm will be processed on the next day. Once an order is processed and leaves our warehouse, our courier service will deliver your items and it will be delivered to you within 3 working days. We do not deliver on Saturdays, Sundays and Public holidays. RedQuay.com cannot be held responsible for conditions beyond our foreseeable control such as severe weather, fire, accidents, service interruptions, etc. However, we will try to ensure that your order is delivered on time. A signature will be required upon receipt of the goods. If the parcel is not delivered, a calling card will be left for you to rearrange a second delivery. If a parcel failed to be delivered after a few attempts, you will be charged with any extra cost arise.




Privacy Statement


All personal information we collected from you will be disclosed and stored with us carefully. Your personal data will be collected when you make an order with us, participating in sweepstakes, survey, register for a service offered by redquay.com and contacting us in email. This is for the purpose to improve our site to manage our customer relationship. Your information will be used for RedQuay.com’s marketing activities. We respect the confidentiality of our customers’ personal information and we will not share this information with other third parties.




Return Policy


Yes, we provide Conditional Return. In the case that if you are not satisfied with your purchase (e.g. damaged during shipment, wrong item/type/shade/etc), kindly take a photo image and contact our customer service at sales@redquay.com first. Our customer service team will contact you in 3 working day. For return order (once the customer get confirmation from the customer service team), 1. Product return request must be made within 7 working days once the customer get confirmation email from customer service team. 2. Damaged items must be returned together with their original box and receipt. 3. Customers would have to bear the postage fees for shipping item(s) back to us during the return process. In return, we will credit a RM 5 cash voucher for your next purchase. 4. Please provide the return parcel tracking number for all items. For more info, please contact our customer service at sales@redquay.com before returning the item otherwise the request will not be processed.





POINT & REWARDS

What is Points & Rewards?


Point & Rewards is a loyalty programme initiated by by Redquay to keep customers happy by earning points for every cents and dollar they spend.




How it works?


Please follow the instructions below: 1. Click on the "Rewards" icon on the left hand side of the web pages. 2. Sign up and become our member. 3. Log in whenever you do any purchase. Points will only be credited once the order is fulfilled and paid. Likewise, points will be cancel/ forfeited when the order status is fully refunded/ cancel.




How to earn points?


Earn more Points for different actions, and turn those Points into awesome rewards! 1. Place an order (1 point for every RM 1 spend) 2. Like on Facebook (50 points) 3. Like & Follow on Instagram (50 points) 4. Share on Facebook (100 points)




How to redeem points?


Earn more Points for different actions, and turn those Points into awesome rewards! 1. Log in as a member 2. On the left hand side of the web pages, click on "Rewards" icon and follow by Ways to Redeem 3. Select the points that you wish to redeem ( 100 points = RM 1) 4. Copy the code * 5. Proceed with your shopping
6. Key in the CODE (at the promo code column) before make your payment * If you forgot to copy the code, please refer to your registered email address. Code will be auto generated and send to the email address by default.




Will the point be expired?


Great news to share, the point will not expired and you may redeem it at any time whenever you shop at www.redquay.com





For more informations, kindly email us at sales@redquay.com

KUSTIE MALAYSIA

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