FAQ:

Sign in/Sign Up

1. Do I need to create an account before placing an order online?

   Yes, you are required to create an account with us. Simply go to Login then Create an Account, provide the requested information and you’re ready to go. All correspondence/promotions will be sent to the registered email.

2. What should I do if I have forgotten my password?

   Click on Forgot Password at the Login Page to retrieve your password via email.

Products, Prices & Promotions

1. Are the prices and products featured in Heroo Mall website, Heroo Mall Lazada, Heroo Mall Shopee, Heroo Mall Youbeli the same?

   All product prices/promotions featured in above platforms may differ from each platform and are subject to availability. We make every effort to ensure the prices/promotions featured in above platforms are correct however errors may occur.

2. Are the products Halal?

   Yes, all of our products listed in the platform have been certified Halal by the Department of Islamic Development Malaysia (JAKIM) and the relevant recognised Islamic authorities. Our products also adhere to the highest quality and hygiene standards which is appreciated by both Muslim and non-Muslim consumers.

3. Where can I get more information about a product? (i.e., description, benefits, ingredients, nutrition, etc)

   You are just one step away! Click into the product to view the product details. Most of the product details are available in our product description page.

4. What is the shelf life for Heroo Mall products?

   Our products are manufactured, packed and the expiry date will be labelled on the product packaging.

Orders & Purchases

1. What are the online payment options available?

   We accept Online Banking (FPX), Debit Card and Credit Cards (Visa & MasterCard) that are issued in Malaysia.

2. Is it safe to use credit card to make my online purchases?

   All online transactions in Heroo Mall website are processed using Kiplepay. Kiplepay is a secure online payment gateway that encrypts your banking details in a secure host environment.

3. How will I know if you have received my order?

   Upon receiving your order, we will send you an Order Confirmation Slip via email. Should there be any unforeseen reasons and we’re not able to fulfil your order, you will be notified immediately; and the payment will not be processed.

4. How do I track my order?

   Simply find your tracking code & the link in the Delivery Note email that we have sent.

5. Can I make changes to my order such as cancel order, add/remove products, and change personal details (shipping address/mobile no)?

   Unfortunately, not. Your order will be processed as soon as we receive it; therefore, you are not allowed to make any changes to your order. Kindly check your order before proceeding for Checkout/Payment.

   If you wish to add products to your order, please place a new order.

   If you have an incomplete delivery address/mobile number, please contact our Customer Service Team at Contact Us immediately to update your details. We will try out best to assist you. Our working hours are 9AM – 6PM from Monday to Friday, excluding Public Holidays.

6. The item(s) that I wanted to purchase are out of stocks, when will you replenish it?

   We will make every effort to replenish as soon as possible.

7. An error page appeared on my screen. What should I do?

   Kindly email to [email protected] and attach the screenshot photo along with description of the error message. We will try our best to assist you. Our working hours are 9AM – 6PM from Monday to Friday, excluding Public Holidays.

Shipping & Delivery

1. Where do you deliver to?

   We only accept orders for delivery to the streets address of the Customer in Malaysia. Your order(s) will be delivered by Heroo Mall’s appointed shipping company. Delivery will be available from Monday to Friday during office hours, excluding Public Holidays. Heroo Mall reserves the right to not deliver order(s) with incomplete shipping address.

   Delivery to P.O. Box addresses is strictly not allowed.

2. What are the delivery charges? (Only applicable on Heroo Mall website)

   Free Shipping will be offered when you spend RM50 & above in a single transaction (excluding promo code) with us within West Malaysia.

   Our standard delivery charges to all location as below:

   • West Malaysia (if purchase below RM50) – RM8 Flat Rate
   • East Malaysia - Calculated on the payment stage
   
   
3. How long does it take for me to receive my order(s)?

   Orders will be consolidated and delivered together at a despatch time schedule by our shipping partner, but it will take 7 – 14 working days (West Malaysia) and 14 – 21 working days (East Malaysia). In case of delivery to remote rural location, the delivery may take a longer. Please allow extra days for your order(s) to be processed especially during peak season such as Festive or Public Holidays.

Returns & Refund

1. Can I return/exchange my order(s)?

   No, all purchases are non-returnable/refunded/exchange. You only can return the order(s) in the following circumstances:

   • Goods delivered is defective and/or damaged on delivery
   • Goods delivered is materially different from the description provided by Seller in the listing of the Goods
   • Goods delivered does not match the agreed specification (e.g. wrong size, flavour, etc.) stipulated in the order


2. My parcel(s) has been damaged/My item(s) are missing from the parcel(s), what should I do?

   If the packaging is clearly damaged on delivery, please do not receive it as all products come in sealed, closed packages. If possible, snap a photo of the packaging as supporting document. Do Contact Us or email to [email protected] immediately with your details together with photos for investigation purposes. We will try our best to assist you. Our working hours are 9AM – 6PM from Monday to Friday, excluding Public Holidays.

3. I received wrong item(s) / My item(s) are expired, what should I do?

   Report to us within THREE (3) days of receiving date via Contact Us or email to [email protected] immediately with your details together with photos for investigation purposes. We will try our best to assist you. Our working hours are 9AM – 6PM from Monday to Friday, excluding Public Holidays.

4. How do I know whether you have received my returned item(s)?

   We will notify you via email upon receiving the item(s) for our inspection and approval. Once approved, your refund will be processed, we will usually refund any money received from you using the same method originally used by you to pay for the product, within a certain of days.