FAQ

1. THE ITEM IN MY SHOPPING CART DISAPPEARED WHEN I TRIED TO CHECK OUT. WHAT SHOULD I DO?

We are sorry that you were unable to complete your order. This is because the selection on our website is live and it only shows what is in stock at that moment. Placing an item in your shopping cart does not guarantee that you will be able to purchase that item until you have completed the checkout process. This is due to the fact that other customer may purchase the item even if it is in your cart. If that happens, you will receive an error message on our website.

 

2. WHAT DO I DO IF THE ITEM(S) I HAVE ORDERED ARE SUDDENLY OUT OF STOCK?

We are sorry to inform you that this issue might occur due to high traffic volume of customers on our website. If this happens, our Customer Service Representative will call to notify you on the affected items.

 

3. WHAT SHOULD I DO IF THERE IS A PROBLEM WITH MY ORDER?

You can send an email to our Customer Service Representative at info@myhouseofdoll.com 

 

4. DO I NEED TO REGISTER TO SHOP?  

No, but by registering with us will help speed up the ordering process as we would already have your billing and shipping details with us. You can keep track of your current and past order, and also your payment status if you register with our website. You may still checkout as guest if you wish.

 

5. IF I REGISTER, WILL I AUTOMATICALLY RECEIVE UPDATES ON LATEST PROMOTIONS, NEW ARRIVALS, ANY ONGOING SALES, AND UPCOMING EVENTS?    

No, you will not receive any updates unless you sign up to our newsletter. 


6. HOW CAN I BE NOTIFIED WITH THE LATEST PROMOTIONS, NEW ARRIVALS, ANY ONGOING SALES, AND UPCOMING EVENTS?

The best way to receive the latest updates from us is by subscribing to our newsletter! Simply scroll to the bottom of the Home page and fill in your email address in the available email field on the right. Your voucher will be sent to your email address. However, you can also stay updated to our promotions on our Social Media accounts (Facebook, Instagram and Twitter).


7. HOW DO I UNSUBSCRIBE FROM YOUR NEWSLETTER?

You have to untick the newsletter box. You can change your preferences anytime by ticking that box again.


8. HOW DO I VIEW ORDERS THAT I HAVE MADE?

Firstly, click on the "My orders" tab. This is where you are able to see the orders you have made with us along with the corresponding order number. Use information from this tab whenever you need to change or check the status of your orders with us.

 

9. WHAT IS IN THE "MY WISHLIST" TAB?

This is where you can view various items which appeal to you that you may mark for your next purchase. To mark a product and put it under your wishlist, a "Move to Wishlist" button is available on the side of your desired item. You may access this wishlist every time you log into your account. As and when you wish to purchase these items, you can hop straight to the product through the wishlist and checkout with the item.

 

10. WILL I BE ABLE TO CHANGE MY ADDRESS, OR CANCEL MY ORDER, AFTER THE ORDER IS CONFIRMED?

If you have realised an error in your order or changed your mind shortly after placing your order, please contact us immediately at +603-6142 4275  from Monday to Sunday (11.30 am – 8.30 pm). If more than two hours have passed, chances are good that your order is ready to be shipped! In either case, please give us a call for further assistance as soon as possible.

 

11. WILL YOU PASS MY DETAILS TO ANY OTHER COMPANIES? 

No, we will not pass your details on to other companies. Don't worry! All information you provide us with is strictly confidential and will not be shared with any third parties. 

 

12. WHAT DO I DO IF I HAVE FORGOTTEN MY PASSWORD OR MY PASSWORD DOES NOT WORK?

Please check whether you have entered the correct password for your account and your keyboard caps lock and number lock are not on. If you have 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@myhouseofdoll.com and we will assist you promptly.
 

13. CAN I CANCEL MY ORDER?

Unfortunately, once the order is through and payment is made, you CAN’T cancel your order. All sales are final, no refund or cancellation is allowed once payment is made.

 

14. WHY WAS MY ORDER CANCELLED?   

If you have place an order but have not make payment, you will be sent an email notification which will remind you to make payment within 24 hours or the order will be automatically cancelled by the system.

 

15. CAN I ADD ANOTHER ITEM(S) TO MY ORDER AFTER CHECKING OUT?  

Unfortunately, you can’t. You will have to make a new order. Kindly be informed that you cannot request to combine different orders in one postage to save postage fees as we do everything by the orders numbers systems. Our logistic system will be interrupted if we combine different orders together. 

 

16. WHAT IS YOUR SHIPPING POLICY?

At House of Doll, we aim to deliver your order to you within 1 to 3, 3 to 5 or 5 to 10 working days, from the day you receive the Order Shipped email notification. The delivery time estimate depends on the availability of the items, our courier partners' dispatching schedules and routing, as well as traffic and weather conditions. We offer nationwide delivery except to Free Trade Zones and P.O. Box. For delivery to army base camps and university or college campus addresses, your order can only be delivered to the administration office or the mailing room. Kindly take note that we do not honour "drop off parcels at guard house/post" requests.  

 

17. I HAVE RECEIVED DEFECTIVE/INCORRECT/MISSING ITEM(S) IN MY ORDER. WHAT SHOULD I DO NOW?

We are very sorry and we would like to make it up to you! Please drop us an email at info@myhouseofdoll.com with the following details:

•    Your order number.
•    The matter of the issue e.g. defective/incorrect/missing item(s).
•    The serial number found on the product tag, or product packaging.
•    Pictures (if applicable).

We will exchange the item(s) with a new one. We deeply apologise and we hope it would not deter you from making future purchases with us. 


18. DO YOU RESTOCK ITEMS? WILL YOU LET ME KNOW WHEN AN ITEM HAS BEEN RESTOCKED?

Some items are restockable. Whenever we get a restock, we will usually announce it on our social media accounts (Facebook, Instagram and Twitter). So do check them frequently!

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