FAQ
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FAQ
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Shipping & Duties
Can I choose the courier service for my parcel?
You may either choose Poslaju or DHL eCommerce service for local shipment within Malaysia. For international delivery (outside Malaysia), only DHL Express is available.
Note: the availability may vary depending on the service coverage area by respective partners
How long does it take for my order to be shipped?
Once your payment has been verified, we will process and ship your order within 2 business days. However, due to the lockdown SOPs and manpower restrictions, we expect your orders to be shipped within the next 5 to 8 working days. Please rest assured that we work our hardest to get you your order processed as quickly as possible.
Orders made after 9 am will be processed on the next business day. A notification email containing your order tracking details will be sent to you once the item is sent for shipping.
How much will the postage fee cost?
All local and international delivery fees will be automatically calculated based on the parcel’s weight/dimension and your shipping country during checkout.
When will I receive my order?
It will take approximately 3 - 5 business days from the order shipped date, for local delivery (West Malaysia) and 5 - 7 business days for Sabah and Sarawak. For international orders, the delivery time frame is subjected to the courier service provider, country of destination as well as customs clearance. The estimated delivery time frame is between 7 - 14 business days.
Why is my tracking number showing no record?
It may take up to 24 hours for our delivery partners to update the details of your parcel upon its pick-up. We appreciate your patience and you should expect your package to arrive within the estimated timeframe. Kindly drop us an email with your order and tracking numbers tocustomerservice@nhprima.com.my in the event where the tracking details are not updated for more than 24 hours and our team will investigate further.
I still have not received my tracking number
In this instance, your order may not be processed yet. A notification email with your parcel’s tracking details will be sent to you once our team has processed and shipped out your order, normally within 2 business days.
Can I change my delivery address?
We can't promise that we can accommodate this request as it is subjected to business conditions. No changes in the delivery details are allowed once the order is processed/shipped.
What would happen if I am not around when the courier partner arrives at my delivery address?
Our delivery partners will make 2 delivery attempts, or a note will be left at your doorstep if there's no one around during the delivery. You may contact them directly to check the status of the parcel or to arrange a self-pickup at their facility.
What happens if my item is returned back to the sender by the courier service provider?
In the case of a failed delivery, our customer service team will drop you an email to notify and advise further for a re-delivery arrangement. Additional charges on postage may be imposed for us to arrange a second delivery.
Can I use my office address as a delivery destination?
Yes, you may use your office address as your delivery destination. Be sure to provide us with your full name, department and building name/floor to ensure the delivery is made accurately.
Is Self-Pickup option available?
No, we do not facilitate self-pickups at the moment.
Do you ship to P.O. box
No, we are unable to deliver to P.O. boxes.
You may either choose Poslaju or DHL eCommerce service for local shipment within Malaysia. For international delivery (outside Malaysia), only DHL Express is available.
Note: the availability may vary depending on the service coverage area by respective partners
How long does it take for my order to be shipped?
Once your payment has been verified, we will process and ship your order within 2 business days. However, due to the lockdown SOPs and manpower restrictions, we expect your orders to be shipped within the next 5 to 8 working days. Please rest assured that we work our hardest to get you your order processed as quickly as possible.
Orders made after 9 am will be processed on the next business day. A notification email containing your order tracking details will be sent to you once the item is sent for shipping.
How much will the postage fee cost?
All local and international delivery fees will be automatically calculated based on the parcel’s weight/dimension and your shipping country during checkout.
When will I receive my order?
It will take approximately 3 - 5 business days from the order shipped date, for local delivery (West Malaysia) and 5 - 7 business days for Sabah and Sarawak. For international orders, the delivery time frame is subjected to the courier service provider, country of destination as well as customs clearance. The estimated delivery time frame is between 7 - 14 business days.
Why is my tracking number showing no record?
It may take up to 24 hours for our delivery partners to update the details of your parcel upon its pick-up. We appreciate your patience and you should expect your package to arrive within the estimated timeframe. Kindly drop us an email with your order and tracking numbers to
I still have not received my tracking number
In this instance, your order may not be processed yet. A notification email with your parcel’s tracking details will be sent to you once our team has processed and shipped out your order, normally within 2 business days.
Can I change my delivery address?
We can't promise that we can accommodate this request as it is subjected to business conditions. No changes in the delivery details are allowed once the order is processed/shipped.
What would happen if I am not around when the courier partner arrives at my delivery address?
Our delivery partners will make 2 delivery attempts, or a note will be left at your doorstep if there's no one around during the delivery. You may contact them directly to check the status of the parcel or to arrange a self-pickup at their facility.
What happens if my item is returned back to the sender by the courier service provider?
In the case of a failed delivery, our customer service team will drop you an email to notify and advise further for a re-delivery arrangement. Additional charges on postage may be imposed for us to arrange a second delivery.
Can I use my office address as a delivery destination?
Yes, you may use your office address as your delivery destination. Be sure to provide us with your full name, department and building name/floor to ensure the delivery is made accurately.
Is Self-Pickup option available?
No, we do not facilitate self-pickups at the moment.
Do you ship to P.O. box
No, we are unable to deliver to P.O. boxes.
International Shipment
What courier service is used for International delivery?
All International shipments will be facilitated by DHL.
How much is the shipping cost to my country?
All shipping fees are calculated at checkout and will be based on the parcel weight/dimension as well as the delivery address/country.
Will I have to pay any additional taxes or duties?
All international deliveries may be subjected to import duties and taxes, which are levied once a shipment reaches your country. The amount may vary depending on the country of destination and you will be responsible for paying any additional charges for customs clearance. Naelofar cannot control and is not responsible for any duties applied to your package. You should contact your customs office for the calculations.
Can I purchase for a friend/family staying abroad?
Yes, you can. Be sure to log in/surf the correct Naelofar websites according to your friend/family’s region. You can select from our list below:
For Malaysia Customer
For Singapore and Brunei Customer
For Indonesia Customer
For Other Region Customer
All International shipments will be facilitated by DHL.
How much is the shipping cost to my country?
All shipping fees are calculated at checkout and will be based on the parcel weight/dimension as well as the delivery address/country.
Will I have to pay any additional taxes or duties?
All international deliveries may be subjected to import duties and taxes, which are levied once a shipment reaches your country. The amount may vary depending on the country of destination and you will be responsible for paying any additional charges for customs clearance. Naelofar cannot control and is not responsible for any duties applied to your package. You should contact your customs office for the calculations.
Can I purchase for a friend/family staying abroad?
Yes, you can. Be sure to log in/surf the correct Naelofar websites according to your friend/family’s region. You can select from our list below:
For Malaysia Customer
For Singapore and Brunei Customer
For Indonesia Customer
For Other Region Customer
Account
Do I need to register in order to make a purchase?
Yes, you are required to register an account prior to making any purchase. This will allow you to keep track of your current and past orders.
How do I reset my password?
Your account’s password can be reset by clicking "Reset Password" on the login page. An email will be sent to your registered email address containing the link and steps for you to create a new password.
Yes, you are required to register an account prior to making any purchase. This will allow you to keep track of your current and past orders.
How do I reset my password?
Your account’s password can be reset by clicking "Reset Password" on the login page. An email will be sent to your registered email address containing the link and steps for you to create a new password.
Order
What happens after an order is made?
You will receive an email confirmation on your purchase and be provided with an Order Number. The order will be processed within 2 business days upon payment verification, and an email with the tracking details will be sent once the order is successfully shipped. Your order status can be checked by logging in to your Naelofar account.
Can I add/remove/change items upon order successfully placed?
No changes can be made once an order has been placed. We highly recommend that you review your order before proceeding to checkout.
Can I cancel my order?
Yes, you can request for order cancellation but it will be subject to the discretion of our team, depending on your cancellation reason (e.g.: duplicated order). Cancellation requests due to ‘Change of mind’ will not be entertained.
Kindly drop an email to customerservice@nhprima.com.my with the following details for us to process your request.
- Order Number:
- Email Address:
- Contact Number:
- Reason of cancellation:
You will receive an email confirmation on your purchase and be provided with an Order Number. The order will be processed within 2 business days upon payment verification, and an email with the tracking details will be sent once the order is successfully shipped. Your order status can be checked by logging in to your Naelofar account.
Can I add/remove/change items upon order successfully placed?
No changes can be made once an order has been placed. We highly recommend that you review your order before proceeding to checkout.
Can I cancel my order?
Yes, you can request for order cancellation but it will be subject to the discretion of our team, depending on your cancellation reason (e.g.: duplicated order). Cancellation requests due to ‘Change of mind’ will not be entertained.
Kindly drop an email to customerservice@nhprima.com.my with the following details for us to process your request.
- Order Number:
- Email Address:
- Contact Number:
- Reason of cancellation:
Payment
What payment options do you accept on Naelofar.com?
We accept VISA & MASTERCARD credit/debit cards, Hoolah, Boost, GrabPay, and more. A full list of payment method options will be displayed upon checking out.
Do you provide Cash on Delivery (COD)?
No, we do not facilitate COD service at the moment.
What is Hoolah?
Hoolah is a payment method where you can opt to pay via Installment with 0% interest and no processing fee. All you need to do is choose Hoolah as your payment option when checking out. Fill in your details to complete the registration/payment and the first instalment will be deducted upon completing checkout. More details can be found by visiting Hoolah website.
I was double-charged for my order, what should I do?
We advise you to quickly reach out to our customer service team at customerservice@nhprima.com.my and we will investigate with our finance department. Please be sure to supply us with the below details in the email:
- Email address:
- Contact Number:
- Payment Transaction ID:
- Date of Transaction:
Note: Transaction ID can be obtained from the email notification sent by our payment gateway system upon successful transaction.
Can I request for an official receipt?
Drop us an email at customerservice@nhprima.com.my with your order and contact numbers details, and we will generate an e-invoice for your perusal.
We accept VISA & MASTERCARD credit/debit cards, Hoolah, Boost, GrabPay, and more. A full list of payment method options will be displayed upon checking out.
Do you provide Cash on Delivery (COD)?
No, we do not facilitate COD service at the moment.
What is Hoolah?
Hoolah is a payment method where you can opt to pay via Installment with 0% interest and no processing fee. All you need to do is choose Hoolah as your payment option when checking out. Fill in your details to complete the registration/payment and the first instalment will be deducted upon completing checkout. More details can be found by visiting Hoolah website.
I was double-charged for my order, what should I do?
We advise you to quickly reach out to our customer service team at customerservice@nhprima.com.my and we will investigate with our finance department. Please be sure to supply us with the below details in the email:
- Email address:
- Contact Number:
- Payment Transaction ID:
- Date of Transaction:
Note: Transaction ID can be obtained from the email notification sent by our payment gateway system upon successful transaction.
Can I request for an official receipt?
Drop us an email at customerservice@nhprima.com.my with your order and contact numbers details, and we will generate an e-invoice for your perusal.
Naelofar Rewards
What is the Naelofar Rewards program?
Naelofar Rewards is a points loyalty program where members can collect points by purchasing from our Official Website and Physical Boutiques.
How do I join the Naelofar Rewards program?
The membership is free of charge and members can participate by registering an account on our Official Website or via in-store registration by scanning the QR code at the payment counter.
How do I collect Naelofar Rewards Points?
You can start collecting points by making a purchase via our official website (www.naelofar.com) or from our physical store/boutique (SETIA CITY MALL, TTDI, ISETAN KLCC, SOGO KL and ONE UTAMA).
For website purchases, members are required to log in prior to checking out, whereas, for physical stores, members are required to provide their registered mobile numbers for verification upon making payment.
Points will be credited once payments are successful and can be utilised to redeem vouchers/promotions via various redemption channels.
How will the reward points be calculated?
For every RM1 spent, 1 point will be rewarded. Points will be rounded up to the lowest decimal point.
When will I get my points?
The points will be credited and reflected in your account immediately after a successful purchase.
Is there any expiry date for the Naelofar Rewards points?
All points collected are valid for 1 year and will expire yearly at the end of April.
How can I spend my Naelofar Rewards points?
You may redeem your points for vouchers on our official website (www.naelofar.com) or from our Physical store (SETIA CITY MALL, TTDI, ISETAN KLCC, SOGO KL and ONE UTAMA). Please be advised that promotions may vary between different channels.
Can I use both vouchers and Naelofar Rewards points at checkout?
Yes, website vouchers and Naelofar Rewards points can be combined in a purchase/order.
Can I combine two different vouchers at checkout?
No, only 1 voucher/promotion can be redeemed at a time.
Example: One Utama Vouchers and Naelofar Rewards point redemption cannot be combined in a single transaction.
Naelofar Rewards is a points loyalty program where members can collect points by purchasing from our Official Website and Physical Boutiques.
How do I join the Naelofar Rewards program?
The membership is free of charge and members can participate by registering an account on our Official Website or via in-store registration by scanning the QR code at the payment counter.
How do I collect Naelofar Rewards Points?
You can start collecting points by making a purchase via our official website (www.naelofar.com) or from our physical store/boutique (SETIA CITY MALL, TTDI, ISETAN KLCC, SOGO KL and ONE UTAMA).
For website purchases, members are required to log in prior to checking out, whereas, for physical stores, members are required to provide their registered mobile numbers for verification upon making payment.
Points will be credited once payments are successful and can be utilised to redeem vouchers/promotions via various redemption channels.
How will the reward points be calculated?
For every RM1 spent, 1 point will be rewarded. Points will be rounded up to the lowest decimal point.
When will I get my points?
The points will be credited and reflected in your account immediately after a successful purchase.
Is there any expiry date for the Naelofar Rewards points?
All points collected are valid for 1 year and will expire yearly at the end of April.
How can I spend my Naelofar Rewards points?
You may redeem your points for vouchers on our official website (www.naelofar.com) or from our Physical store (SETIA CITY MALL, TTDI, ISETAN KLCC, SOGO KL and ONE UTAMA). Please be advised that promotions may vary between different channels.
Can I use both vouchers and Naelofar Rewards points at checkout?
Yes, website vouchers and Naelofar Rewards points can be combined in a purchase/order.
Can I combine two different vouchers at checkout?
No, only 1 voucher/promotion can be redeemed at a time.
Example: One Utama Vouchers and Naelofar Rewards point redemption cannot be combined in a single transaction.
Other Query
Where can I find the measurement for the "Ready to Wear" Collection?
The measurement is available on the product page of the collection. We advise you to be sure of your size and measurement before processing an order.
Note: the measurement might vary a few centimetres up and down depending on its material.
How do I redeem a voucher code?
A valid voucher code can be redeemed at checkout by applying the code to the shopping cart page prior to making a payment. The use of any Voucher Code is subject to its terms and conditions, which may differ based on issuance.
How can I get the latest news for Naelofar Products?
You can get the latest news for our new products and promotions by subscribing to our e-newsletter and by following our official social media accounts below:
- Facebook: www.facebook.com/NaelofarOfficial/
- Instagram: www.instagram.com/naelofar/
Will the items in my cart be reserved for me?
Unfortunately, the item in your cart will not be on a reserved basis. It will be automatically removed/become unavailable if the product is no longer in stock.
I have both a One Utama card and a Naelofar Rewards account. Can I collect points for both rewards programs?
Yes, you may collect points for both. However, points/voucher redemption from different memberships will not be allowed in a single transaction. You can only redeem 1 promotion at a time.
The measurement is available on the product page of the collection. We advise you to be sure of your size and measurement before processing an order.
Note: the measurement might vary a few centimetres up and down depending on its material.
How do I redeem a voucher code?
A valid voucher code can be redeemed at checkout by applying the code to the shopping cart page prior to making a payment. The use of any Voucher Code is subject to its terms and conditions, which may differ based on issuance.
How can I get the latest news for Naelofar Products?
You can get the latest news for our new products and promotions by subscribing to our e-newsletter and by following our official social media accounts below:
- Facebook: www.facebook.com/NaelofarOfficial/
- Instagram: www.instagram.com/naelofar/
Will the items in my cart be reserved for me?
Unfortunately, the item in your cart will not be on a reserved basis. It will be automatically removed/become unavailable if the product is no longer in stock.
I have both a One Utama card and a Naelofar Rewards account. Can I collect points for both rewards programs?
Yes, you may collect points for both. However, points/voucher redemption from different memberships will not be allowed in a single transaction. You can only redeem 1 promotion at a time.