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FAQs

1. ORDERING

1.1 Do I need to open an account in order to shop with you?

No, you don’t need to. You can make purchases and check out as a guest every time.

However, setting up an account with us, it will allow you to order without having to enter your details every time you shop with us. You can sign up right now, or you can first start shopping and create your account before you check out at the shopping cart page.

1.2 How do I /create an account?

Please click on “Login/Register” followed by ‘Create An Account’ and fill in your personal particulars.

1.3 How do I order?

Shop for the items you want and add them to your shopping cart. When you have finished, you can proceed to your shopping cart and check out. Check and ensure that all information is correct before confirming your purchases and payment.

1.4 I have problems adding items to my shopping cart

You will be able to add the items as long as it is available. There could be an instance where the item is in someone else’s shopping cart hence the status of the items is reflected as “Temporarily Unavailable”.

1.5 How do I pay for my orders?

We accept payments via Paypal and all major credit and debit cards such as Mastercard, VISA, and American Express.

1.6 Can I amend and cancel my order?

Unfortunately, we are unable to cancel an order once it has been placed. This will allow us to pack your orders efficiently and to minimize errors. It is advisable to check your order before placing it.

1.7 I have a discount code, how can I use it?

Key in the voucher code at the field “Voucher Code” and click “Add” on your Shopping Cart page before proceeding to check out. Please note that we are unable to manually apply the voucher code to your order if you have missed keying it during check out. Kindly ensure that all information is correct before confirming your purchase.

1.8 How will I know if my order is confirmed?

After you have placed your order, you will receive an acknowledgment e-mail from us to confirm that your orders have been received. However, do note that orders will only be shipped when your credit card payment has been approved and the billing and delivery address are verified. Alternatively, you may check the status of your order in “My Account” if you are a registered user.

 

2. SHIPPING & DELIVERY

2.1 When will my order be processed?

All orders will be processed within 2 working days, excluding weekends and public holidays. The time stated is based on Malaysian Time (UTC/GMT +8hours).

2.2 How long will it take for me to receive my order?

The Standard courier delivery time frame is approximately 10 working days and the Express courier is approximately 8 working days from the time of placing your order. This is applicable only to all West Malaysian deliveries. For all international deliveries, the time taken is dependent on our logistics partners and their affiliates.

2.3 How can I track my delivery?

Once the order has been dispatched, an email confirmation will be sent to you with the tracking number. You may check and track the delivery status of your orders with our local logistics partner, with your 6-digit Order Number for all  Malaysian deliveries.

For international deliveries, please drop us an email at admin@roozconcept.com and we will assist you further.

2.4 What are the shipping charges like?

The shipping rate is fixed for all Klang valley deliveries via Standard courier. For other deliveries, yes we do have shipping yet please bear in mind that customers are responsible for the delivery cost, and any customs and import taxes that may apply when importing our art pieces. Note that customs may slow down delivery deadlines. However, for any complications, you may send an email to admin@roozconcept.com.

2.5 Can I change my shipping address after my order has been confirmed?

Unfortunately, we are unable to redirect orders once your order is confirmed. Therefore, please ensure you provide the correct shipping address.

2.6 There is a missing item in my order, what should I do?

We apologize for sending you an incomplete order. Please contact our Customer Care Team at admin@roozconcept.com and we will get back to you as soon as we can.

2.7 I’ve received a defective item, what should I do?

We apologize if you had received a defective item from us. Please contact our Customer Care Team at admin@roozconcept.com with a snapshot of the product and we will get back to you as soon as we can.

2.8 I’ve received an incorrect item, what should I do?

We apologize for sending you the wrong item. Please contact our Customer Care Team at admin@roozconcept.com and we will get back to you as soon as we can.

2.9 I’ve purchased the wrong size or color

Please contact our Customer Care Team at admin@roozconcept.com and we will get back to you as soon as we can.

2.10 I have not received my parcel, what should I do?

Kindly drop an email to our Customer Care Team at admin@roozconcept.com if you have not received your parcel after 10 working days and we will assist you accordingly

2.11 Will there be an additional charge for redelivery?

There will be additional charges for redelivery artworks.

2.12 I have yet to receive my parcel within the stipulated time frame. Whom can I contact?

You may check the status of your parcel via “Track your order” to find out why it might have been delayed. Alternatively, you may drop us an email at admin@roozconcept.com and we will assist you further.

2.13 Can I buy artworks from your studio?

Yes. You are always welcome to come and meet me at my ceramic studio, located in Kuala Lumpur Malaysia. We can have a chat with a cup of coffee or tea (free of charge) and have a look at the art pieces that are available at that moment. Payments are possible online or in cash. Just send me a message on Whatsapp +601123238592 or Instagram in advance. I’ll make sure to be there.

2.14 can your piece be packed and shipped as a gift?

I’m very happy to see that my ceramics are often gifted as a present for a loved one.

When you buy at my studio, I use all my skills and imagination to create the lovely packages, using natural materials like grey paper, tissue paper, jute twine, and dried plants of the green surroundings.

When shipping is involved, I do my best to wrap the pieces in a nice package. Still, avoiding damage during shipping is a priority.

3. PRODUCTS

3.1 ARE YOUR CERAMICS DISHWASHER SAFE?

All of my ceramic pieces can be washed in a dishwasher, it doesn’t necessarily mean that they should be put in the dishwasher all the time. Whilst it’s a convenient solution, it’s important to remember that ceramics are delicate items.

There are items with gold edging which we advise to not put these items in the dishwasher. Because the gold would be faded after a while if you use the dishwasher.

As a general rule, if you love something, and would be disappointed if it became broken in the dishwasher, don’t put it in the dishwasher.

3.2 ARE YOUR CERAMICS SAFE FOR SERVING FOOD?

All of my pieces are safe for serving food unless there is an explicit recommendation for decorative use only.

3.3 Are your ceramics safe for microwaves?

The answer is no. Some glazes have a high metal content that could cause a fire. There is no way for you as a customer to know what glazes have been used in handmade ceramics, so the safest thing to do is to not microwave your ceramics at all.

3.4 How to store handmade ceramics?

Handmade ceramics should be stored carefully to prevent chips, cracks, or breakages. Keep precious items out of reach of children.

Handmade mugs should never be stacked on top of each other, as this risks damaging the rim – thereby risking a good drinking experience. Handmade plates would ideally be stored on a plate rack that prevents weight build-up and uneven weight distribution, which could also lead to cracks or chips on the plate’s rim.

If you are packing handmade ceramics away for storage or to move house, be sure to use plenty of paper or wrap.

3.5 Do you accept custom orders?

yes, we do. Please send your inquiries to an email admin@roozconcept.com