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In adherence to the extension of the Movement Control Order (MCO) in Malaysia, we will be experiencing a delay in our parcel deliveries

FAQ

DELIVERY

1. Where do you ship to?

We offer domestic (within Malaysia) and international shipping. Delivery charge will be displayed at the checkout page before you make your payment.

In case you couldn't find your delivery country, please contact us via FB messenger: @yacutha.official, Instagram: @yacutha.official or email: social@yacutha.com for further assistance.         

        

2. Duration of delivery

Local delivery is within 1 to 3 working days. International delivery will take 3 - 5 working days, depends on your delivery country. 

 

3. To track your order            

Once your order has been processed and packed, our warehouse team will email you a unique tracking code for you to keep tab on the status of your parcel at all times.             

This tracking code is sent to your registered email address. Please check your Junk Mail, just in case.            

            

4. What to do if your item received is faulty            

Please take a photo of the faulty area and include a short description along with your order ID and send to social@yacutha.com.             

We will exchange your item with a new one. In the event your faulty item is out of stock, we will reimburse you to your credit card            

            

5. What to do if your item received is incorrect.             

Please email immediately to social@yacutha.com along with your order ID and we will sort it out for you.            

            

6. What to do if one/more item is missing from your order.            

Please send an email to social@yacutha.com with your order ID and we’ll have it shipped out to you ASAP!            

            

7. Which address to ship your order to? (only applicable to local delivery)  

If you are at work, it would be advisable to ship to your office address because postal services such as PosLaju operate between 8:30am to 8pm on weekdays and 8:30am to 5pm on Saturdays. 

            

8. Is Cash on Delivery (COD) available?          

Kindly note Cash on Delivery is not applicable at the moment.  However bank transfer and Touch N Go payment is possible. We will provide our company banking details for you to transfer or deposit over ATM. Simply send us the transfer slip and we will despatch the item to your address.          

            

9. Does putting items in my cart reserve the item for me?             

Putting an item into your cart does NOT reserve or hold that item for you. Until you proceed to checkout and make payment, that item will be available to other buyers.             

Many items are available in limited quantities, so an item may sell out before you checkout.            

            

10. What are the customs and import charges?            

All taxes, duties and customs fees are the responsibility of the recipient of the package. These charges vary widely from country to country hence we are unable to advise what the cost would be.             

 

Yacutha has no control over the fees imposed and we also cannot reimburse the amount in any capacity.

 

 

ORDERS

1. How to place an order?

Step 1:  Register with us as a member by clicking here.

Step 2: Start to browse!

Step 3:  Once you have found the item you want, select your size and click on the ADD TO CART button.

Step 4:  You can either click on the ‘Continue shopping’ button or review the items in your cart by clicking on ‘View cart & checkout’.

Step 5:  Once you are done with the items in your shopping bag, click ‘PROCEED TO CHECKOUT’ to complete your order.

If you have a discount code, key it in the box provided before checking out.

 

2. What to do if there's a problem with your order?

Please email us at social@yacutha.com for both local and international customers

 

3. What are the acceptable payment methods?

We accept:

PayPal

(Please note that PayPal will provide automatic currency conversion based on the current rate for MYR and the PayPal's currency conversion fee is added to the exchange rate, set by an external financial institution. Alternatively you may contact PayPal directly for more details regarding how they determine their currency conversion rates and fees)

Local Bank Transfer

 

4. What to do if I couldn't proceed with payment and my order status is Pending?

Kindly contact us immediately via email and we'll assist in canceling your order so that you can place a new one. 

 

5. Can cancel my order?

Definitely, but you will need to email us as soon as possible so that we won’t process your order.

If it’s too late to cancel, we are afraid we can't refund or collect the items back.

 

6. How do you cancel an item from your order? 

You will need to call us at our hotline as soon as possible.

If it’s too late to cancel, we are afraid we can't refund or collect the items back.

 

7. Why was your order cancelled?

Usually orders are automatically cancelled if we do not receive payments from you via our selected payment gateways.

However, if the amount has been deducted from your bank account, kindly email us at social@yacutha.com and we'll sort it out right away!

 

8. How do you add an item to your order after checking out?

You will need to make a separate order altogether.

 

9. Do we restock items?

All Yacutha designs are unique and only come in one piece per color per design. However, should there be any restock, we will usually announce it in our newsletter via Yacutha social media

 

By using our website, you (the visitor) agree to allow third parties to process your IP address, in order to determine your location for the purpose of currency conversion. You also agree to have that currency stored in a session cookie in your browser (a temporary cookie which gets automatically removed when you close your browser). We do this in order for the selected currency to remain selected and consistent when browsing our website so that the prices can convert to your (the visitor) local currency.

 

 

 

 

Account Registration

1. Do I need to register to shop?        

Registering with us will speed up the ordering process for you, as we would already have with us your billing and shipping details. It also allows you to keep track of your current and past order, and payment status.        

        

2. How do you create an account?        

Click here to register by filling in your details and following the instructions.        

        

3. Whether your details are safe with us?        

All information you provide us with is strictly confidential and will not be shared with any third parties.        

        

4. What if you forgot your password or your password does not work?         

If you’ve forgotten your password, just click the ‘Forgotten Your Password’ button and it will be emailed to you right away. If you still do not receive an email, write to info@andysulaiman.com and we will assist you promptly.        

        

5. What are the online security policies?        

Rest assured we do not sell nor disclose any customers' personal information to other parties for any purposes.

 

Frequently Asked Questions

Returns & Exchange

1. What is the returns and exchange policy?

Returns and exchange are accepted within 14 days of purchase base on date of receipt (for Malaysia orders only) and only if the following conditions are met:

All items must be unworn and their outsoles must be clean and in their original condition.               

All Items must be in their original packaging.               

Returns and exchanges are not accepted for promotion items or items purchased during promotion period.                

For returns and exchanges, customers are advised to notify us first at  by quoting the order number and product details.

 

Shipping costs for defects return/exchange orders are borne by us and we are not liable until item reaches our office; however re-shipping costs for exchanged orders are borne by customers .

 

Items that are damaged, marked or altered will not be accepted. Any items returned under these conditions and/or fall under non-returnable categories will be sent back to the customer; and re-shipping costs for exchange orders are borne by customers .

 

Please note that we do reserve the right not to allow the return/exchange of products or refund of any transactions although the condition above is met.

 

2. How do I return something to you?

Please contact us via email social@yacutha.com with the subject : RETURN / EXCHANGE, attach your order invoice and we will reply you with the return address.  

 

3. What happen if the refund amount is incorrect?

Please email us at social@yacutha.com and we will update your store credit accordingly. Applicable to Malaysia only

 

4. Whether we have received your returned items?

We will email you as soon as we receive and process the parcel to let you know that it is safely in our hands.

 

5. What if you have returned an item and it was incorrectly refunded or replaced?

Do email us at social@yacutha.com and we will check on your orders accordingly.

 

6. Whether you can collect or return a parcel in person? 

We don't accept walk-in pickup and/or returns at our warehouse. You may ship your item to us or arrange a free pick-up by emailing us at social@yacutha.com

 

 

Promo Codes

1. What are our standard terms & conditions for sales using codes?

For registered members only.

Applicable once only in a single receipt.

Discount codes cannot be combined.

Cash vouchers and store credit are not exchangeable for cash.

Yacutha has the rights to amend their terms & conditions at any time.

 

2. What happen if  your given discount code doesn't work?

Please remember to log in for the code to be effective.

 

Privacy Policy

We are committed to protect your privacy. We do not sell, share or trade customer’s personal information collected online with third parties. Please read the Statement of Privacy to be more aware about our policy on collecting, using and disclosing any information.

 

Uses of Information

You agree that the personal information we collect from you will be used and or shared within our corporate group and to third parties for one of the following purposes:

 

To deliver products that you purchase from our website.

To inform and update you on the delivery of the product and for customer support purposes ;

To provide you with relevant product information and promotions;

To process your orders and to provide you with the services and information offered through our website and which you may request;

To allow us to administer your registered account with us;

To conform to legal requirements or comply with legal process;

To verify and carry out financial transactions in relation to payments you may make online. For example, payments that you make through our website will be processed by eGHL (www.e-ghl.com).

 

 

The personal information we collect may include your:

 

Name

Telephone Number

Mobile Number

Delivery Address

Billing Address

Email Address

Information Security 

We employ certain security measures, such as encryption where appropriate. We also take appropriate steps to ensure that your information is treated securely.

 

Changes to the Privacy Policy

We reserve the right to modify and change the Privacy Policy at any time. Any changes to this policy will be published on our website. You should check this Policy each time you access our website so as to be aware of the most recent applicable version of the Policy.

 

Complaints about breaches of privacy

If you are not satisfied with the way in which we handle your enquiry or complaint, please don't hesitate to contact us.

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