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FAQS

ORDERS

Can I check out without registering an account?

Yes, you can check out as guest. However, you are advised to register an account should return / exchange is foreseen. You are not able to submit your return request if you check out as guest, as we are unable to credit the value of the item(s) to your account.

How do I place an order?

Select the size & quantity of the item(s) that you want to purchase and add them to your shopping cart. Check out your cart once you have done with your shopping. For International orders, the shipping fee will be automatically calculated based on the weight of the item(s).  As simple as that!

What if the item(s) I want to purchase is out of stock?

You may click on the “Add to Waiting List” button and enter your email address. We will notify you via email when the item is back in stock again.

What should I do if can’t check out my shopping cart?

Please email us at customerservice@palloe.com or leave a message at the Contact Us page. We will get back to you as soon as possible.

Can I change/cancel my order after I have made payment?

Unfortunately we are not able to amend your order once it has been confirmed and therefore please ensure that you have added the correct item(s) and entered the correct information when you check out your cart. In the event that you have entered the key details wrongly e.g. shipping address or contact number, immediately email us at customerservice@palloe.com and let us assist you on that.

PAYMENT

What Payment Gateway Provider are you using?

We are using iPay88 as our Payment Gateway Provider which comply with PCI Data Security Standard (DSS) and Malaysia Payment System Act.

What are the payment methods do you provide?

Customers can pay by either Credit / Debit cards, Online Banking or PayPal. We have newly added in Cash-On-Delivery (COD) Service, only applicable for coverage area within Klang Valley and certain postcodes within Penang and Malacca (please email us at orders@palloe.com to check if your area is covered for COD service), with a minimum purchase of RM100. For purchases below RM100, there will be a COD charge of RM4. 

How do I know whether my payment has gone through successfully?

You will receive a confirmation email once you have successfully made your payment. You can email us at customerservice@palloe.com or call us at 03-61510883 if you do not receive the email.

Can I use Store Credit to make payment?

You must have a customer account registered with us in order to submit for return request. Once your return request has been approved, you will be able to see a Store Credit coupon at the checkout page. Redeem it, and the Store Credit will be automatically deducted. You may then select your preferred payment option to pay the outstanding amount if there is any. Click on the “Store Credit” subject below to find out more about it.

How do I use Palloe Points to make payment?

With effective on 1st Apr 2019, our Palloe Point system will be permanently removed. You are advised to redeem your points before the 31st Mar 2019 before the points lapse.

Simply select Palloe Points as the payment method and enter how many Palloe Points you would like to redeem to pay for your order. You may select what payment option you would like to pay for the outstanding amount if there is any.

How do I use Gift Voucher to make payment?

Simply select to pay using Gift Voucher and enter the gift voucher code previously sent to you via email.

DELIVERY

How much do I have to pay for shipping fee?

We offer FREE Shipping for ALL Malaysian orders. For overseas customers, the International shipping fee will be calculated automatically based on your delivery address prior to the order confirmation.

Do you ship internationally?

Yes we do ship internationally to countries e.g. Singapore, Australia, Indonesia, Brunei, Vietnam, Thailand, Philippines, US, UK, China, Taiwan, Hong Kong, India, South Korea etc.You may email us at customerservice@palloe.com to check whether your country falls under our coverage area. Shipping fee will be calculated automatically when you check out your shopping bag.

When will I receive my parcel after payment?

POSLAJU / NINJA VAN / ARAMEX will take 1-3 working days to deliver to your doorstep depending on the location. In general, your purchase will take 2-5 days to arrive after order is confirmed.

Do you provide tracking number?

Yes, tracking number will be provided to you via email after we have shipped out the parcel. Alternatively, you can log in to your account and view your order history to retrieve the tracking number.

What should I do if I have not received my parcel after so many days?

Please email us at customerservice@palloe.com or call us at 03-61510883 if you have not received your parcel after 10 working days. We promise to get back to you as soon as possible.

REFUND & EXCHANGE

Can I return the item(s) if I am not satisfied with it?

If for any reason you are not satisfied with your purchase, you may return it to us as long as it is UNUSED, UNWORN, UNWASHED, UNALTERED in its original packaging within 30 days upon receiving the item. However, you have to bear the shipping cost for shipping the parcel back to us. Refund will be in the form of Store Credit with 1 year expiry from the date the Store Credit is added and it will be deducted automatically for your next purchase. Kindly take note that returns are NOT allowed for purchases using Store Credit. Click here to read more about our Return & Exchange Policy.

Do you provide exchange?

We DO NOT provide exchange services. You may return the item(s) to us as long as it is UNUSED, UNWORN, UNWASHED, UNALTERED in its original packaging within 30 days upon receiving the item. Please use the Store Credit to purchase another item or another size. Click here to read more about our Return & Exchange Policy.

What if I have received incorrect item(s)?

We apologize for sending you the incorrect item(s). Please return the item(s) to us via mail within 7 days upon receiving them and we will reimburse to you the normal postage rate in the form of Store Credit. We will mail you the correct piece and cost of re-delivery will be borne by us. Click here to read more about our Return & Exchange Policy.

I have received a defective item. What should I do?

We apologize for sending you the defective item(s)*. Please return the item(s) to us via mail within 7 days upon receiving them and we will reimburse to you the normal postage rate in the form of Store Credit. We will mail you another piece and cost of re-delivery will be borne by us. Click here to read more about our Return & Exchange Policy.

*There may be a 0.5” – 0.8” difference as compared to the given measurement and colors of products shown in the website may deviate slightly due to resolution of monitor screen and strong studio lighting used. These are not considered as a defect and return of such item(s) will be treated as a normal return and we will not reimburse the shipping fee incurred to mail us back the item(s). 

How do I return something?

Click here to read about the easy breezy Return Process! Be reminded to check if the item(s) that you have purchased fulfill the return requirements. Kindly take note that returns are NOT allowed for purchases using Store Credit.

STORE CREDIT

What is Store Credit?

Store Credit is a form of cash equivalent with 1 year expiration and it will be deducted automatically from your account when you place order from our website. You may check your current balance at “Store Credits” after you have logged in to your account. Kindly take note that returns are NOT allowed for purchases using Store Credit.

Can I use Store Credit to make payment?

Store Credit will be deducted automatically when you make payment. You may select your preferred payment option to pay the outstanding amount if there are any.

Can I submit a return request for order purchased using Store Credit?

Sorry, we DO NOT accept return request for orders purchased using Store Credit.

PALLOE POINTS

What is Palloe Points?

Effective 1st April 2019, Palloe Point system will be removed permanently. You are advised to redeem your remaining points in your customer account before 31st March 2019.

How do I use Palloe Points to make payment?

Simply select Palloe Points as the payment method and enter how many Palloe Points you would like to redeem to pay for your order. You may select what payment option you would like to pay for the outstanding amount if there is any.

GIFT VOUCHER

How do I use Gift Voucher to make payment?

Simply select to pay using Gift Voucher and enter the gift voucher code previously sent to you via email.

What if the Gift Voucher value is more than my total bill?

You can use the same gift voucher code for multiple times as long as the Gift Voucher value has not been fully utilised. Simply enter the same gift voucher code when you check out your shopping cart.

Is there an expiry date for the Gift Voucher?

There is no expiry date for any Gift Voucher of different values.

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