Frequently Asked Question (FAQ)

DELIVERY

Tracking Number LosraVelda Personakan Rayamu

Click this link for trace your tracking no: 

Pre Order Personakan Rayamu LosraVelda Tracking Number

Where do you deliver?

As of now, we will be covering worldwide.

How much does shipping cost?

RM10 per item. RM5 additional item

How long does delivery take?

Next day delivery to Peninsular Malaysia upon payment comfirmation with exception on weekends and public holidays. Sabah and Sarawak may take an extra day or two.

 

Cash on delivery “COD” only available in Shah Alam area. We will contact for arrangement via email or phone call once your payment has been processed.

Has my order been shipped out yet?

Once your order has been processed and packed, we will email you a unique tracking code for you to keep tabs on the status of your parcel at all times. This tracking code is sent to your registered email address. Please check your Junk Mail in case it’s there!

 

Paid orders made before 9AM will be shipped out on the day itself. Orders made after that will be shipped the next day.

Who are our logistic partners?

Orders are shipped via Pos Laju. Our partner are just as dedicated as we are in delivering your products to you as soon as possible.

The item I received is faulty?

We apologize for this unexpected event as we at LosraVelda cherish our customers as well as our goods.

Just so you know we have 2 different quality check point for each goods and we hope this won’t take you away from us for future purchases. There are few things that you should do to ease our procedure in helping you out. We can exchange it to a new item, subject to our stock availability and as what our return policy stated.

Our working hours are weekdays from 9am to 6pm. Emails sent outside these hours will be replied in the morning of the next working day. Rest assured any enquiries will be answered.

I received an incorrect item

Send us an email to shop@losravelda.com along with your order ID or any purchasing proof. Our men will get back to you as soon as we can!

An item is missing from my order.

Send us an email to customercare@losravelda.com along with your order ID or any purchasing proof. Our men will packed your items and posted it right away.

Which address should I ship my order to?

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

If no one is physically able to collect your parcel on delivery after two attempts, your parcel will either be held at the nearest Pos Laju office to you or sent back to us.

Can I self-collect?

You can liaise with our sales guy. We will be covering the area of Shah Alam, Selangor only. You can always pay a visit at our HQ to purchase our goods which is located at No. 59A, Jalan Plumbum P7/P, Seksyen 7 40000 Shah Alam, Selangor Malaysia.

For the time being we will be using direct online transfer as we will be implementing a payment gateways soon in the future. Forgive us for the inconveniences.

If I choose Cash on Delivery, can I get my parcel on weekends and public holidays?

Sure you will but do know that you will need to liaise with your sales guy. Try to set an appointment and there you go.

Do you have a shop?

As of now,we don’t have a physical store as we operate online only. Keep yourself hassle free as we deliver right to your door! No traffic!

ORDERS

How do I place an order?

Click here to learn step by step on how to purchase on our store.

What do I do if there’s a problem with my order?

Our customer service representative will be able to help you. Email us at customercare@losravelda.com

What payment methods do you accept?

You can either pay by:

  • Direct Online Transfer
  • Bank In
  • Cash on Delivery (Shah Alam area only)
  • Self Collect (HQ only)

If you decide to pay using method a. or b. , please use your Order ID as the payment reference. Once you made the payment, please send us the bank receipt/slip to shop@losravelda.com. Your order won’t be shipped until the funds have cleared in our account.

Here is the information for bank in payments:

Name : Losra Velda Global Resources – MAYBANK

Bank : Maybank

Account Number : 562731117925

Please ensure you bank in the correct amount.

Can I Cancel my order?

Yes, you can but you will need to call us on our hotline as soon as possible so that we won’t process your order.

If it’s too late to cancel your order, we will need to ask you to return the items and you will be reimbursed in the form of store credit. Click here for information on how to return items.

Why was my order cancelled?

If you’ve made an order and haven’t paid, you will be sent a payment reminder stating that if you don’t make payment within 24 hours of the email being sent, your order will automatically be cancelled. You will need to make a new order should you want the items again.

How do I add an item to my order after checking out?

You will need to make a separate order altogether.

An item is missing from my order

Send us an email to customercare@losravelda.com along with your order ID or any purchasing proof. Our men will packed your items and posted it right away.

I received an incorrect item

Send us an email to shop@losravelda.com along with your order ID or any purchasing proof. Our men will get back to you as soon as we can!

Do you restock items?

Some items are restockable. Whenever we get a restock, we will usually announce it on our Facebook fan page, so it’s good to check frequently.

REGISTRATION AND ONLINE ACCOUNT

Do I need to register to shop?

Yes, registering with us helps 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

How do I create an account?

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

By registering, will I automatically receive updates on new arrivals and any ongoing sales and promotions?

No, not unless you sign up to our newsletter. By signing up, you will be the first to know of our new arrivals, exclusive discounts, promotions and flash sales.

Can I Cancel my order?

Yes, you can but you will need to call us on our hotline as soon as possible so that we won’t process your order.

If it’s too late to cancel your order, we will need to ask you to return the items and you will be reimbursed in the form of store credit. Click here for information on how to return items.

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.

What do I do if I have lost my password or my 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 customercare@losravelda.com and we will assist you promptly.

What is your online security policy?

We want to make sure you’re safe and secure when you’re shopping with us online.

RETURNS

What is your returns policy?

The item should not be washed, altered and in worn condition if one would like to return the item. Item would be accepted if it is delivered back to LosraVelda within a period of time:

3 days from arrival of package for local delivery

3 days from the purchase date from our vendor

We will refund in exchange with a new item or in the form of credit of the item’s bought price.

You can always email us at shop@losravelda.com if the item does not fit where we can change it to another requested size, subject to our stock availability and as what the return policy above mentioned. Our working hours are weekdays from 9am to 6pm. Emails sent outside these hours will be replied in the morning of the next working day. Rest assured any enquiries will be answered.

*PRE-ORDER items are non-refundable, non-exchangeable and non-returnable

Will you refund my delivery charge?

Shipping costs are borne by the customer and we are not liable until item reaches our office

I have been refunded the incorrect amount, what should I do?

Do email us at return@losravelda.com and we will update your store credit accordingly

Have you received my returned items?

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

I returned an item and it was incorrectly refunded or replaced?

Do email us at return@losravelda.com and we will check on your refund items accordingly.

Can I return items bought with gift voucher?

Yes. Click here for more information on how to return an item. Once returned, we will reimburse you in the form of store credit.

Can I cancel or return gift voucher?

No, I’m sorry you can’t. Please ensure that you are absolutely certain before purchasing a gift voucher.

Can I come and return in person?

Yes, but you must make an appointment first before you pay us a visit! Email us at return@losravelda.com or call our hotline.

VOUCHER / DISCOUNT CODES & PROMOTION

What are your standard terms & conditions for sales using codes?

–  For registered members only.

–  Applicable once only in a single receipt.

–  Discount codes cannot be combined.

–  Items purchased with codes cannot be returned and/or exchanged.

–  Cash vouchers are not exchangeable for cash.

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

Why is my discount / voucher code not working?

Please check promotions period for the voucher / discount codes and always remember that you must be logged in for the code to be effective! 

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