FAQs

1.TERMS AND CONDITIONS

  • All sales are non-exchangeable and non-refundable.
  • No cancellation to be made once payment is confirmed.
  • We accept returns or exchange only for wrong items delivered or items damaged in transit.  (Please refer to the return policy 1.1)

1.1 RETURN POLICY

All sales are final, there will be no refunds nor can any changes be made once your orders have been confirmed.

However, exchange is valid only if:

  • A wrong item is sent to you
  • Damage item received

We are truly sorry that this has happened to you.

Please drop us an email within 7 days of receiving your order, and we promise to look into this for you.

All exchanges have to be done by email and we will not be responsible for any lost mails.

Please email us at hello@cindertoella.com and provide us

  • your name
  • order number
  • reason for exchanging

A replacement will be ship out for you after verification upon availability. If a replacement is not available, full refund of your purchase price will be made.

Replacement does not apply to faults or damages caused by accident, neglect or misuse.

Rest assured that we do check all items before dispatch but sometimes damages due to delivery process are unavoidable.

1.2 POSSIBLE CUSTOM FEES

Please be informed that we are not responsible for any custom fees once the item has been shipped. By agreeing upon purchase, you may be charged for any custom fees when your product arrives in your country if any, it's very rare to happen but it's possible. We are not held responsible for any delays that may occur due to local duties and taxes, or any items that are lost in transit.

2. PAYMENT

The following payment options are available:

  • Paypal
  • iPay88 for all local online banking (e.g: M2U, CIMB Clicks), Credit/Debit card (Visa & Mastercard)
  • Online Transfer or Cash Deposit via ATM/bank counter (Malaysia customers only) This method is not shown during check out, kindly whatsapp us at +60193133897 / email to hello@cindertoella.com if you would like to choose this payment method

Bank account details as below:

Name: Cindertoella Jewelry
Beneficiary Bank: Maybank
Account No: 5640-6143-9086

Payment proof can be email to hello@cindertoella.com or WhatsApp +60193133897 for verification with the title of 'Payment Proof for order_____' Your order won’t be shipped until the funds have cleared in our account.

International Customer

  • Please note that the currency that you choose in our website is just an approximate rate of exchange for your reference, and is not the final price as the exchange rate is final charge by your designated bank of your credit/debit card.
  • The final amount that you are going to pay will be our store default currency Ringgit Malaysia (MYR), thank you.

    3. PERSONALIZED MESSAGE

    Good News! We know that you are here to send a gift to your beloved one so we are going to help you to write personal messages in the cards (Maximum 18 words) for free! Yeah, simply click and leave your message in the 'personalized message' column during checkout.

    If you have any concerns, please contact us @ hello@cindertoella.com 
    Feeling pleasing with your jewellery from Cindertoella? Post it to our Facebook page @cindertoella.com or tag us @cindertoella on Instagram to be featured!