NeuHair – Frequently Asked Questions (FAQ)

ORDER & PAYMENT

Q: How do I place an order on the site?

A:

1. Click the “Add to Cart” button on the products you wish to purchase.
2. Go to your cart and click “Check Out” to proceed.
3. Fill in your customer information and choose the delivery method.
4. Enter your shipping address (tick the box if billing address is the same).
5. Use the “Add a remark…” column if you have any special instructions for us.
6. Click “Continue” and select your preferred shipping option.
7. Click “Continue” and choose your payment method.
8. Click “Place Order Now” and complete your payment.
9. For Online Bank Transfer, please upload the payment receipt after placing your order.

Q: What are the payment methods available?

A:

• Online Bank Transfer / Cash Deposit
  Bank: Maybank
  Account No.: 562179545185
  Account Name: Deroma Holding Sdn. Bhd.
  After payment, please send the receipt to neuhairmy@gmail.com or WhatsApp to +6016-418 7376.
• PayPal (Visa, Mastercard, American Express, PayPal funds)

Note: Orders will only be processed after payment confirmation.

Q: What is the product’s transaction currency?

A: All transactions are processed in Malaysian Ringgit (RM).

Q: Can I cancel an existing order?

A: Yes, if the order status is still Pending/Unfulfilled. Email neuhairmy@gmail.com with the subject “Request to cancel order”. Orders that are already shipped cannot be cancelled.

Q: How can I check my order status?

A: Log in to your account, select the Order ID you wish to check, and view the order history and status.

Q: How will I know my payment was successful? (Bank Transfer)

A: We will send a payment confirmation to your email. Ensure your email address is correct. You can also check the “Payment Status” in your order details.

DELIVERY

Q: How can I get my tracking number and courier details?

A: We will email you the tracking number and courier service details, or send them to your WhatsApp number.

Q: When will my order be shipped?

A: Orders are shipped once payment is confirmed.

Q: How long does delivery take?

A: Typically 2–3 working days for standard delivery.

Q: How is the delivery fee calculated?

A: Shipping fees depend on your location and the size/weight of the product.

Q: Can I change my shipping address after placing an order?

A: Yes, contact us immediately. If the order has been shipped, address changes are not possible.

Q: Do you offer same-day delivery?

A: Yes, for certain areas near our warehouse in Bandar Baru Ampang. Contact our customer service for a quotation via Lalamove, GoGet, or Grab Delivery.

YOUR ACCOUNT

Q: How do I create an account?

A: Go to the login page, click “Create Account”, fill in the form, and submit.

Q: I forgot my password. How do I reset it?

A:

1. Click “Forgot Password” on the login page.
2. Enter your registered email address.
3. Check your email for a verification token.
4. Use the token to set a new password.

Q: How do I change my personal details?

A: Log in to your account, go to your profile settings, and update your information.