FAQ
Registration and Online Account
1. Do I need to register to shop?
You can still place an order without registering. By registering it makes the ordering process faster and easier as we already have your delivery and payment details so makes for an easier shopping experience.
2. How do I create an account?
Click here to register by filling in your details and following the instructions.
3. Does registering mean I will get email updates?
No you will only receive this if you have signed up for our newsletter and fashion updates
4. What do I do if I have forgotten my password or my password does not work?
In case you do not fill the box requesting your password or you put a wrong password, a window will appear asking you to reset your password. An email will be sent to your registered email account to reset your password.
5. Security policy online
All details regarding payment are made through secured sites.
Personal information: we do not share your details with any other merchants.
Ordering
1. HOW DO I SHOP
1.1 Click on the item you wish to purchase. If you wish to look at the colour of the item you wish to purchase in a bigger format, click either on the colour in the button stating the colour, or on the picture representing the colour chosen. A bigger image of the item requested will appear in the main window of the product page
1.2. Select (Code/Size/Quantity). Please make sure colour and size chosen are added to the cart
1.3. Click “Add to Cart” (At this step you have the choice to either continue shopping or proceed to checkout):
- To continue shopping: click on the Menu under “SHOP” and select the page you want to visit or click on "Continue Shopping" it will redirect you to all our collections.
- You can calculate the estimated shipping cost using the shipping calculator provided in the shopping cart page. (at this stage, options available for shipping will appear, but it is in the cart, towards the end of your purchase, that the choice of shipping will have to be done in order to calculate cost of total purchase)
- To proceed to checkout: click on the “checkout” button.
1.4. Click on the chosen method of payment and follow the instructions accordingly.
Important Note: Cost of transport:
- You can check the cost of transport at any time, once you add the items you wish to purchase in the cart. You must fill up the form with your address for the shipping calculation to be active. You will have a choice of transport. Click on the one chosen. The cost will be calculated according to the total weight of your parcel. We do not send partial shipment. All items come from our warehouse and if you order several items they will be sent together.
- Local delivery: If the delivery address is in a 15km radius from our store in Ampang, Selangor, an additional option will appear named local delivery. This option applies if you order is completed before 3pm, 7 days a week, including public holidays.
- Normal delivery: If you live in Malaysia, we offer free delivery for purchase above MYR100.-
- There you will have the choice to request your purchase to be sent to your default address or click on the link to “Add another Address”.
- In any case, your purchase will be only validated once you have viewed the cost of purchase including transport and confirm your purchase.
- INTERNATIONAL DELIVERIES: there might be custom taxes to be paid at the reception of the parcel. This depends entirely on rules and regulations of destination country. This is at the charges of the recipient: if it applies, the courier company will notify the recipient at the time of delivery or slightly ahead. These are part of international rules and cannot be avoided. On our side, we declare at time of shipping, that the items purchased are for personal use, in order to minimize the charges – if any.
1.6. Last step: you can then either confirm or cancel the purchase.
My order is for someone gift
If your order is a gift to a friend or relative, we can do gift wrapping (paper and ribbon) as long as we are receiving the request (please add a note when making the purchase).
If your order is to be sent INTERNATIONALY, be aware that the person receiving the gift may be subject to import tax, depending of country of destination; the amount will be calculated on reception of the merchandise, if any, and be charged by the courier in charge of the delivery; we, as shipper, have no control over it. Customs charges are calculated by the custom authorities of country receiving the parcel, regardless if the parcel is marked as a gift or not.
One way of escaping the charges is that the customer making the purchase put his/her address as recipient, and receiving the parcel, change the packaging and send it to friend or relative via mail or courier stipulating that is a personal gift.
2. How fast can I receive my order:
If the order is received before 1pm on a working day, we try as much as possible to send it on the same day. Due to unforeseen circumstances, this can be extended to the next working day. Orders received after 1pm will be sent either on the same day if still possible, or latest by the next working day. Delivery time varies depending on your location. For local deliveries, it usually takes 1-2 working days. For international shipments, this will depend on the courier speed; it can be monitored by the tracking number you will receive once the parcel is being sent.
2a. Has my order been shipped out yet?
Once we send your order we will email you on same day the tracking number for easy update. The exact time of delivery depends entirely on post or courier services. In case of late delivery or if you cannot access the tracking update of your parcel you may email us and we will check on our end the status of shipment and will inform you to the best of our knowledge following response from post office or courier
3. I am having problems placing an order?
Email us at info@arizali.com and we will do our best to attend to your problem.
4. Can I cancel my order or part of my order?
In case the item has not been shipped or in process of sending it, Yes, you can still cancel your purchase. In case it has been shipped you will be required to pay the return shipping and we will issue a store credit as long as the article is returned in the same state it was received (unopened, tags in place, not worn ). Store credit will have shipping charges deducted
5. The Item is not what you ordered?
We take great care to avoid any problem related to this, but if it happens Please let us know ASAP by email at info@arizali.com with your order ID and we will attend to it immediately. In case the problem comes from our end we will refund return transport fees according to charges based on your chosen transport method. Money will be refunded only after receiving the returned item and checking that all packaging, tags and item itself are in proper order
6. Received a Faulty Item?
Please let us know immediately via info@arizali.com and we will be of assistance ASAP for you. Arizali wants to be of the best service to you and pride ourselves on our garment's quality and workmanship but if something has slipped through unnoticed we want to rectify as soon as possible to keep all our customers happy.
We can exchange for a new one and if the item is of stock will provide you with a credit voucher.
7. Something missing from my order.
Email us at info@arizali.com with your order ID and the item not received and we will have it delivered ASAP.
PAYMENT AND DELIVERY
1. Where do we deliver and delivery costs?
We offer shipping to Malaysia and many different countries around the world.
Peninsular Malaysia we offer FREE shipping with total purchases over MYR 100.- delivery by courier services.
Below MYR 100.- purchase, a flat rate of MYR 15.- will be added for handling charges.
Other countries: we offer “economy shipping” which is registered post or courier services using FedEx international services, for your choosing. Depending on destination, a range of services will appear for you to choose from. The time of delivery will depend to which country to deliver to, please contact us if you wish to have specific details or more info.
2. Currencies used on website
Our base currency is the Malaysian Ringgit (RM or MYR). You can change the currency setting on the website by clicking at the top right menu button named “MYR”, alternative currencies will appear then. Click the one of your choice.
You can switch between those currencies for your convenience, the last used will be set for the next time you log on Arizali Website.
The exchange rate between those currencies is set through daily current market exchange rate and is only indicative. Actual amount in the currency of your country will show on your credit card statement.
Attn! when setting the currency, be aware that currency chosen will show only as indicative, on the individual product page, but will be reverted to the primary currency (MYR) in the cart.
Payment will be attention to our mother company SORREL CORPORATION SDN BHD for your Arizali order
If you do not reside in Malaysia: we recommend to set the currency of your choice among the currencies offered. The actual amount will be charged in MYR which will be automatically converted to USD by the payment gateway company: IPay88.
3. Available payment method
The rate we use between MYR and USD is based on the current international market rate and done automatically
Once at the checkout page, click on IPAY88 which is our payment Gateway secured provider, where you have various choice of payment
- CREDIT CARDS: MASTER CARD or VISA are accepted. Click on this option and follow instructions on the screen
- ONLINE BANKING a choice of direct debit from a variety of local Banks. If you have a Bank account in Malaysia, you can choose this option: click on the button of your choice which will redirect you to your secured Bank link
- E-WALLET: this is a digital payment using an app linked to your Bank account-Malaysia Only
- PAYPAL: If you have an account with PayPal, choose this option which will link directly to PayPal for secure payment
- Some other options may be showing.
Under PayPal, you have also the choice to pay with a Credit or Debit Card
4. Delivery Time
At Arizali we are very concerned about the speed of delivery.
First, the item ordered will be thorough fully checked before being sent.
Once order received, delivery will be processed within 1 to 2 working days, in most cases, items will be dispatched within 1 working day.
For Peninsular Malaysia: free delivery for total purchase over MYR 100.- Items are sent via courier service. For delivery less the MYR 100.-, a fix charge of MYR 15.- will be added.
For all other countries: delivery charges depend on their weight and destination. We use registered mail post service, very reliable but depending of country of destination, the parcel may take 3 to 15 working days to arrive, depending on the destination.
Customer who wishes to use a faster courier service may chose the Courier services will be shorter then Expedited services which use post office mail. The speed of delivery will be shorten depending on the destination country
As a general rule, if you live in a city or near a busy hub, your parcel will be faster to delivered then if you live in the country side, more so if you live far away from any courier hub
Once the parcel has been sent, an email will follow, advising of the delivery fulfilled as well as tracking number.
5. Delivery Address and receiving your parcel
Within Malaysia delivery will be within working hours 8.30am to 6pm on weekdays and 8.30am to 5 pm on Saturdays.
Other countries: depends on each country rules regarding mail/courier delivery
If no one is physically able to collect your parcel on delivery after two attempts, your parcel will either be held at the nearest Post office or courier’s office, depending on the method of sending.
If parcel is not claimed within a reasonable amount of time (usually 7 to 10 days) item will be returned to us. Transport charges for 2d sending maybe charged to customer if neglected to claim the parcel on time
Delivery is not available to PO Box addresses so please supply your residential address as well as a working telephone number, preferably mobile in case an SMS or WhatsApp needs to be sent for fast communication.
Returns
1. What is your returns policy?
We want you to be happy with your purchase. If you’re not satisfied, we gladly accept return with restrictions for sales items. Please read the following carefully to ensure that you are fully aware of your rights under this policy and our obligations to you.
2. Change of mind returns
- For all sales
- - Discounted items are not eligible for refund. You may exchange it against another item of similar value after discount and can only be done once. – This can only be done within 7 days of purchase.
- - Regular priced items are eligible for refund. You can return within 15 days of purchase. Be aware that a RM15.- or equivalent will be deducted from refund for cancellation process.
3. Other Returns
Arizali will accept product returns and provide you with an exchange voucher and refund where:
- The product is faulty or is not of acceptable quality, or
- The product is not fit for its intended purpose, or
- The product does not match the sample of our description
4. Condition of Return
- Please email us at info@arizali.com, with your request
- Once received, we will email you back a confirmation assuming all conditions following applies:
- The item is in its original packaging, including instruction manuals and all accessories
- It is unworn, unused and in its original condition
- You have to provide the original Arizali register receipt (invoice)
- Once all conditions requested are fulfilled, proceed with sending back the package using address provided
5. Please note:
- Return cost will be borne by customer including custom charges if any
- Arizali will only cover or refund shipping cost incurred from the replacement of the item, if the item is faulty or wrong
- Only once the item has been received in good conditions, we can proceed with next action required.
- We advise that you request a proof of postage from the post office or courier service when returning good
- Arizali will not refund or exchange items that are damaged, lost or delayed during transit
- Gift cards are not redeemable for cash
- Once the item received and all conditions fulfilled. We will proceed to exchange or refund, as applicable
- Please note: Allow 7-10 business days to process the exchange or refund
6. Arizali reserves the right to:
All conditions have to be fulfilled in order to proceed with exchange or refund.
Frequently Asked Questions
1. Where is your store?
Our Collection are only available by purchasing on website at www.arizali.com
Email: info@arizali.com
Telephone: (60) 3 4252 1921
If Showroom or store displaying our collections is available, it will show under our page “STORES”
2. Do you do reprints of Batik design and colours?
Most of our designs and colours, unless the most popular, are being printed in short length and only once. In the case it is being reprinted, difference will occur as batik is a hand produced product. EVERY piece is different and no two items will ever be exactly the same.
3. POPULAR TAGS: how does it works?
You can filter products by relevance.
EXAMPLE:
3.1. You want to know among all items, which ones are made of 100% silk? Go to the page you want to filter (example: Women, under Filter select 100% SILK: all items made of silk will be displayed.
IMPORTANT: after each filter, click on the X next to Filter to reset the filter to its original setting.