Orders
How do I know if my order is confirmed?
Thanks for shopping with us! You’ll receive a confirmation email shortly after placing your order. If you don’t see it in your inbox, check your spam folder or contact us at hello@thealawashop.com, and we’ll help you out!
Can I change my shipping address after placing an order?
We process and ship orders quickly, so changing the shipping address isn’t guaranteed. However, email us at hello@thealawashop.com as soon as possible, and we’ll do our best to help!
Can I add items to my order after it’s been placed?
Once an order is placed, we can’t add items, but you’re welcome to place a new order for additional products. If you need assistance, email us at hello@thealawashop.com, and we’ll be happy to help!
Can I cancel my order?
Once an order is placed, we work quickly to fulfill it, so cancellations aren’t possible. If you need to make changes, email us at hello@thealawashop.com within 24 hours, and we’ll do our best to accommodate your request. We appreciate your understanding!
Payment Options
How can I pay for my order?
We accept all your favourites: VISA, Mastercard, Amex, and Apple Pay. Quick, easy, and secure—just how we like it.
Promo code not working?
If your promo code isn’t cooperating, don’t stress! Drop us an email at hello@thealawashop.com, and we’ll hook you up with a new one in no time.
I was charged incorrectly. What now?
Oops, looks like something went wrong! Email us at hello@thealawashop.com, and we’ll sort it out—refunds, adjustments, whatever you need.
Is my card information safe?
Absolutely! We take your security seriously. We use Secure Socket Layer (SSL) encryption to keep your card details safe and sound, protecting your data from unauthorized access. While we do everything to secure your info, remember to log out after your session for extra safety.
Can I split payments across multiple cards?
Currently, we don’t support split payments, but if you’re having any payment trouble, hit us up at hello@thealawashop.com—we’re happy to help!
Shipping
How long does it take to process my order?
We aim to process your order within 2-3 business days. You’ll receive a tracking number once your order is shipped, so you can keep an eye on its journey to you!
What are the shipping charges?
Enjoy a flat rate of RM7 for doorstep deliveries in West Malaysia and RM12 for East Malaysia. Plus, get complimentary shipping on orders over RM150! Your order should arrive within 2-4 business days from the time you place it.
Got questions about your order? Email us at hello@thealawashop.com, and we’ll get back to you within 24 hours!
What are the international shipping charges?
Planning to ship internationally? No problem! Just email your shipping address to hello@thealawashop.com, and we’ll provide you with an estimated cost for your order.
Once your order is on its way, you’ll receive a tracking number to keep tabs on your parcel. We ship out orders ASAP to get them to you quickly, but please note that international shipments might face delays or extra taxes and custom duties when they arrive in some countries. Alawa can’t cover those fees, but we’ll do our best to assist you.
For any international order inquiries, contact us at hello@thealawashop.com, and we’ll respond within 24 hours!
Can I change my delivery address?
We totally get it—mistakes happen! If you spot an error in your delivery address, email us at hello@thealawashop.com within 24 hours, and we’ll try to update it for you. Just keep in mind that we can’t be held responsible for incorrect or incomplete addresses if they’ve already been processed.
Can I make changes to my order?
Once your order is placed, we start working on it right away, so cancellations aren’t possible. However, if you need to make any changes, email us at hello@thealawashop.com within 24 hours of your order, and we’ll do our best to help!
What happens if my package is lost or damaged?
Oh no! If your package gets lost or arrives damaged, please contact us at hello@thealawashop.com as soon as possible, and we’ll work with you to resolve the issue and get you sorted.
Returns & Refunds
Can I return my items?
We're sorry but, for hygiene reasons - we don’t accept returns unless the item is incorrect or faulty.
Help! My order is wrong or missing something.
Oops, our bad! If we sent you the wrong items or something’s missing, shoot us an email at hello@thealawashop.com with your order number, address, and contact details. We’ll get it sorted and the right away.
I received a faulty item.
We’re really sorry about this! If you’ve received a faulty item, reach out to us at hello@thealawashop.com, and we’ll respond within 1-2 business days. Once we’ve approved your return, you can send the item back to us in its original packaging. We’ll do everything we can to make things right—thanks for your patience!
Can I exchange my items?
As much as we’d love to, we can’t do exchanges due to hygiene reasons—unless it’s a mix-up or a faulty piece. Thanks for understanding!
How long does it take to process my return?
Once we’ve approved your return and received the item, processing usually takes 5-7 business days. We’ll keep you in the loop and update you as soon as it’s done!