FREE SHIPPING* ON ORDERS ABOVE RM500 *MALAYSIA ONLY

FAQ

1. ORDERS

Q: How do I place an order?

1. You will need to create an account first before making an order. Click here.
2. Once registered, browse through our website for all our available products.
3. Select your preferred product and quantity and click ‘Add to Cart’.
4. The items will automatically be added to your cart which can be seen at the top corner of your window.
5. Once you are done selecting your order, click ‘Checkout’ to proceed with your order.
6. Fill in all required information.
7. Complete the payment process and once confirmed, you will receive a confirmation e-mail with details of your order.
8. Put your feet up and relax! Your order will soon be on its way as we process and pack your order.

Q: What payment methods do you accept?

We accept payment via:
1. senangPay (senangPay is an Online Payment Gateway that accepts payments for online transaction, through credit/debit card or Internet Banking (FPX)
2. PayPal (if you would like to make payment using your credit card, you may do so through PayPal by linking it to your PayPal account)

Q: How long does it take for my purchase to arrive?

All orders are packed and processed immediately after completion. Please allow up to 3 working days for your order(s) to be processed. Allow up to another 5 days for your order(s)  to arrive.

Q: Can I change or cancel my order after completing my purchase?

Unfortunately, no. All orders will be processed immediately after order confirmation so choose wisely!

Q: My order is faulty/I’ve received the wrong item! Help!

Kindly contact us at info@shopcakenis.com with your order details and photos of your product(s). Please allow 24 hours for our Cakenis team to contact you.

Q: Do you restock sold out items? If yes, how do I find out?

We have new releases every few weeks. Keep yourself updated by following our official Instagram account @cakenis so you will not miss out on our announcements and new product launches!

Q: Can I change my order after checking out?

We’re sorry but all orders are final once payment is confirmed.

Q: I WOULD LIKE TO EXCHANGE/RETURN MY DAMAGED/ WRONG ITEM/ ORDER. HOW DO I GO ABOUT THIS?

Exchanges are only allowed if you received the wrong item and/or if item received is defected. Exchanges are only accepted if returned within 30 days of receipt (for domestic and international orders). 

We do not accept any returns for cash/store credit under any circumstance.

2. Delivery & Shipping

Q: Where do you ship?

We ship to all addresses in Malaysia, Singapore, and Brunei! 

Q: How much does shipping cost?

We are trying to keep shipping at a minimum for all domestic orders and will be charged accordingly using PosLaju’s delivery rate depending on your shipping address. Shipping cost will be waived for orders above RM 500 (Malaysia only).

International shipping is a flat rate of RM 40 (Brunei) and RM50 (Singapore).

Q: How long will delivery take?

We use Ninjavan to deliver all domestic orders. Please allow up to 7 working days from your order confirmation email for your order to arrive.

For international orders, we use Ninjavan or Aramex. Please allow up to 7 working days for your order to arrive.

Q: How do I track my order?

You will be updated with a tracking number once your order is posted out. You may check for your order status on Pgeon’s (Malaysia) or SF Express’ (International) tracking site.

Q: There is a missing item in my order. What do I do?

Please be in touch with our customer service as soon as possible at info@shopcakenis.com. Don’t forget to include your order details too!

Q: Do you do Cash on Deliver (COD)?

No. We only accept payment via online banking and delivery via courier service only at the moment.

Q: MY PACKAGE IS DAMAGED/ LOST DURING DELIVERY. WHAT DO I DO?

Unfortunately, we are not held responsible for any lost/ damaged packages during delivery once it leaves our warehouse. Buyer assumes all risk of loss in shipping and all liability for loss or damage once the product(s) have been delivered to the carrier. 

Q: i mis-entered my shipping information causing my parcel to be delivered wrongly to a different location/ returned to your warehouse. what can i do?

We are not responsible for mis-delivery errors due ton incorrect shipping information provided by you. We strongly advise you to please check all your details and information before confirming your order. Should your parcel reach back our warehouse, you will be informed and a redelivery can be arranged at additional redelivery charge.

3. Others

Q: Do I need an account to make a purchase?

Yes, we highly encourage you to create an account for ease of monitoring and tracking your order.

Q: What is your online security policy?

We respect your privacy and all personal information shared with us will not be disclosed to any other parties except for delivery and customer support purposes. Feel free to roam and order through our website for a safe and secure shopping experience.

Q: I have a question that is not listed here.

Contact us at info@shopcakenis.com and we be in touch with you within 2 working days.

Buyer understands and accepts all risk of purchasing on Shop Cakenis. Should your item become ‘Out of stock’ even though your payment and order has become successful, we will contact you via email and you will either be refunded in full or allowed an exchange for an item of equal value depending on availability.

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