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Help Center


Account Registration

1.1 Do I need to register an account to shop?

1.2 How do I create an account ?

1.3 By registering, will I automatically receive updates on new arrivals and any ongoing sales and promotions?

1.4 Is my personal details safe and can be trusted with Famsy?

1.5 What do I do if I have forgotten my password or my password does not work?

1.6 What is your online security policy?


2.1 How do I place an order?

2.2 I have made an order but I want to change the name/color/size, is that possible?

2.3 What kind of payments do you accept?

2.4 I couldn’t proceed with the payment and my order status is pending. How do I proceed?

2.5 Can I cancel my order?

2.6 How do I add an item to my order after checking out?

2.7 I have received my order, but one of them is missing. What should I do ?

2.8 I want to check on my orders, however I forgot my order number. What should I do?

2.9 I’ve received an incorrect item in my order. What should I do?

2.10 I’ve received a faulty item. What should I do?

2.11 Can I change my address once my order is placed?

2.12 When will you process my orders?

2.13 Which address should I ship my order to?

2.14 Are the items in my cart reserved for me?

2.15 How do I check my order number?

2.16 I can’t remember or find my order number even after checking my emails. What should I do?

2.17 I have made the payments online for my orders, but after making the payments it did not redirect me back to the page of my orders. I also did not receive any email for my orders. What should I do?

2.18 Why is my order notified as Out of Stock?


3.1 How do I make a payment?

3.2 What are the payment options?

3.3 Can I opt for a refund and how long does it take?

3.4 Is my payment secure?

3.5 My payment was successful, but it did not get any order confirmation. Help!

Shipping and Return

4.1 What is the overall processing time from my item to be processed to the shipment?

4.2 What is the shipping rate?

4.3 How long is the delivery time?

4.4 How soon can I receive my orders?

4.5 How can I get my orders tracking number or when will my items be ready to pick-up?

4.6 Why is my tracking isn't available when I have received the tracking?

4.7 I have checked my tracking and it seems that my parcel has been stuck at a certain place for quite some time. What should I do?

4.9 I’ve checked my tracking and it seems that it has been delivered, however I did not receive it. What should I do?

4.11 Which courier is Famsy using?

4.12 I want to change my shipping method to pick up or vise versa

4.13 I have done purchasing my orders. However, can I change my shipping/billing address?

4.14 I choose the opt for a pick-up however it seems that my item has been shipped as I receive a tracking number. Should I make any additional payments?

4.15 Is there any shipment delays for seasonal periods (eg. Chinese New Year, Christmas, Hari Raya etc) ?

4.16 Can I exchange my item to a new size or color?

4.16 I have done purchasing my orders, however I have decided to change the name / color / size / type of product from my orders. What should I do?

4.16 I received my items in a faulty condition. May I request for a replacement on this?

4.17 I received the wrong item prior to my order. How do I return them?

4.18 When will you process my return items?

4.19 I returned and item and it was incorrectly refunded or replaced

4.20 Can I come collect or return the parcel in person?

4.21 What are my return and refund options?

Voucher Codes

5.1 How do I apply my voucher code?

5.2 How many voucher codes can I apply per order?

5.3 I bought quite the amount of items from your store. Can I get a discount voucher?

5.4 Why is my discount code not working?

Other questions

6.1 I need my orders urgently. What should i do?

6.4 Do you restock your items?

6.5 Can you notify me when an item has been restocked?

6.6 Can I add any Gift Wrapping service / Notes / Gift Card?

6.7 When will a certain product sale/promotion last?