FAQ

Orders and Payments

 

I haven’t received my order confirmation email, what should I do?

Please double check your email inbox, spam/junk folder for the confirmation email sent from hello@jujumello.com. If you accidentally found us in the spam or dump, you know we don’t belong there.. Please add us into your contact list so you won’t miss anymore important emails.

 

What form of payment is accepted?

We accept Paypal for local and international payments. We use iPay88 for online banking, credit cards and e-wallet payments.

You can also make payment using direct bank transfer, TNG e-wallet or QR Pay here at www.jujumello.com/pages/pay by selecting ‘Bank Deposit’ option at checkout.

 

How do I track my order?

You will receive an email with tracking number and tracking URL within 1-3 working days from the day of order. Our Packing Powerhouse Team is always working huff and puff to get your order out quick 💨.

 

Will there be a restock for sold out items?

Yes, for items which have a “pre order” button on its product page only. Else, we would announce it on various channels when there is a restock of an item.

 

How do I cancel my order?

Cancellations and refunds are not allowed. You may ask for a size or color exchange if your order has not been processed and shipped yet. You may reach out via hello@jujumello.com, our social media channels or live chatbot on our website.

 

Can I combine my orders?

We are unable to make amendments to orders once they are successfully processed and paid for.

 

Return and Exchanges

 

What is your return policy?

We have a 10-day return policy, which means you have 10 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging with no evidence of service, alteration, wear, fragrance, or blemishes of any kind.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exchanges and refunds are no-no 🚫 for change of mind, colour, or quantity.

Exceptions / non-returnable items
For sizing exchange, please ensure that the product is unused with no additional damage and remains in its original packaging with no evidence of service, alteration, wear, fragrance, or blemishes of any kind. You may contact us at hello@jujumello.com stating your order ID along with photo or video proof to further the matter.

Unfortunately, we cannot accept returns on sale items or gift cards.

 

How do I return an item?

To start a return, you can contact us at hello@jujumello.com stating your order ID along with photo or video proof. If your return is accepted, our Delightful Support staff will send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

 

What is your exchange policy?

Our customers enjoy a one-time free exchange. For sizing exchange, please ensure that the product is unused with no additional damage and remains in its original packaging with no evidence of service, alteration, wear, fragrance, or blemishes of any kind. You may contact us at hello@jujumello.com stating your order ID along with the size you wish to exchange for.

 

What should I do if I receive a wrong product or product with noticeable defects?

Please contact us at hello@jujumello.com along with your order ID along with photo or video proof and our Delightful Support staff will attend to you as soon as possible.

 

Shipping and Delivery

 

When will my order be shipped or delivered?

All orders should take 1-5 working days (excluding weekends and public holidays) to be fulfilled.

If it has been over 7 days since your order shipped and you have yet to receive anything, please reach out at hello@jujumello.com along with your order ID and our Delightful Support staff will attend to you as soon as possible.

 

Do you ship internationally?

We actively ship to Malaysia and Singapore currently. We also have customers placed orders from these locations: United Kingdom, United States, Australia, Brunei.

Shipping rates:-

MALAYSIA

FREE Delivery for orders RM50 and above

West Malaysia RM6 standard delivery 1-2 days

East Malaysia RM10 standard delivery 3-5 days

Instant delivery at RM20 only (for KL and Klang Valley only)

 

SINGAPORE

FREE Shipping for orders RM120 (SGD40) and above

Standard Shipping RM30 (SGD10) 5-7 days

Express Shipping RM50 (SGD16.67) 2-5 days

 

Do you provide instant delivery service?

Yes, we also offer instant Delivery Service within Klang Valley and Kuala Lumpur, Malaysia. The fee is RM20 and delivery will be made from 1-5PM on the same day. For orders made after 1230PM, deliveries will be done within 4-hour window upon checkout. For orders placed after 6PM, the delivery will be done the next business day. For orders placed on public holidays of Malaysia or weekends, the delivery will also be done the next business day.

You may select “Instant Delivery” option on the shipping method page, and you’re set!

 

Do you allow pick up?

Yes, we allow our local customers to pick up their orders from our location at M Tower Empire City Damansara, Petaling Jaya, Selangor. You will receive an email notification when your parcel is ready for pick up and the pickup instructions will come together with the email. You may select "Local Pickup" for shipping method.

 

Product Information

How do I know my size?

We have a sizing guide you can refer to here. Each product page also has its sizing chart. If you are still unsure and need further assistance in deciding your size, please email us at hello@jujumello.com or message us via our social media and our Delightful Support staff will get back to you soonest possible.