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FAQ
My Account
Do I need to register in order to make a purchase?
No, you may check out as a guest. We, however, encourage you to create an account with us to be a member and enjoy the benefits of Naelofar Rewards loyalty programme. By signing up an account, you could keep track of your current and past orders via the dashboard.
How do I reset my password?
Your account’s password can be reset by clicking “Forgot 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.
No, you may check out as a guest. We, however, encourage you to create an account with us to be a member and enjoy the benefits of Naelofar Rewards loyalty programme. By signing up an account, you could keep track of your current and past orders via the dashboard.
How do I reset my password?
Your account’s password can be reset by clicking “Forgot 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).
Kindly drop an email at 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).
Kindly drop an email at 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, Split, Boost, GrabPay, and more via our payment gateway service providers. 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 Split?
Split is a payment method where you can opt to pay via Instalment with 0% interest and no processing fee. All you need to do is choose Split 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 Split.
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 details, and we will generate an e-invoice for your perusal.
We accept VISA & MASTERCARD credit/debit cards, Split, Boost, GrabPay, and more via our payment gateway service providers. 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 Split?
Split is a payment method where you can opt to pay via Instalment with 0% interest and no processing fee. All you need to do is choose Split 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 Split.
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 details, and we will generate an e-invoice for your perusal.
Shipping & Tracking
Can I choose the courier service for my parcel?
You may either choose Poslaju or DHL E-Commerce 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. Orders made after 9AM 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 - 10 business days.
Where can I track my order?
You can track the order delivery status here.
I have made my purchase but still did not receive 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.
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 time frame. Kindly drop us an email with your order and tracking numbers to customerservice@nhprima.com.my in the event where the tracking details are not updated for more than 24 hours and our team will investigate further.
Can I change my delivery address?
You may check with our customer service on the status of your order. No changes can be made to the delivery details once the items are processed/shipped.
What would happen if I am not around when the courier partner arrives at my delivery address?
Our delivery partners will make 3 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 the Self-Pickup option available?
No, we do not facilitate self-pickups at the moment.
Do you ship to P.O. box?
Unfortunately, no, we are unable to deliver to P.O. boxes.
You may either choose Poslaju or DHL E-Commerce 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. Orders made after 9AM 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 - 10 business days.
Where can I track my order?
You can track the order delivery status here.
I have made my purchase but still did not receive 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.
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 time frame. Kindly drop us an email with your order and tracking numbers to customerservice@nhprima.com.my in the event where the tracking details are not updated for more than 24 hours and our team will investigate further.
Can I change my delivery address?
You may check with our customer service on the status of your order. No changes can be made to the delivery details once the items are processed/shipped.
What would happen if I am not around when the courier partner arrives at my delivery address?
Our delivery partners will make 3 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 the Self-Pickup option available?
No, we do not facilitate self-pickups at the moment.
Do you ship to P.O. box?
Unfortunately, no, we are unable to deliver to P.O. boxes.
International Deliveries - Duties & Taxes
What courier service is used for International delivery?
All International shipments will be facilitated by DHL Express.
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 local customs office for the fee calculations.
Can I place an order for a friend/family staying abroad?
Yes, you can. Be sure to log in/surf the correct Naelofar website according to your friend/family’s region. You can select from our list below:
For delivery within Malaysia, shop here »
For delivery to Singapore & Brunei, shop here »
For delivery to Indonesia, shop here »
For delivery to Other Regions, shop here »
All International shipments will be facilitated by DHL Express.
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 local customs office for the fee calculations.
Can I place an order for a friend/family staying abroad?
Yes, you can. Be sure to log in/surf the correct Naelofar website according to your friend/family’s region. You can select from our list below:
For delivery within Malaysia, shop here »
For delivery to Singapore & Brunei, shop here »
For delivery to Indonesia, shop here »
For delivery to Other Regions, shop here »
Returns & Refunds
Can I return the item I purchased?
Yes, you can. Kindly submit a request to our customer service representative at customerservice@nhprima.com.my and our agent will assist you in the process to return and refund. Please view our return policy on the type of items and conditions eligible for returns.
Are all items returnable?
You may refer to our Returns Policy for the type of purchases which are not eligible for returns.
Can I return an internationally purchased order?
Yes you can. The same policy applies for international orders.
Can I exchange the item I purchased?
For online purchases, you may submit a Return & Refund Request to our customer service representative at customerservice@nhprima.com.my for a refund to be made. You can then proceed placing a new order on our website with your new preference of size, colour or collection. Product exchange is not available for online purchases.
How long do I have to return an item?
You will have a 30-day window from the date of purchase with the original receipt/invoice to return the item. Upon acceptance of the return request, all returned items will take up seven (7) to ten (10) working days to be processed by our team.
How and where can I return the item?
We offer reverse pick-up by our courier partners at your doorstep as well as physical drop-off at our courier partner’s branches. Kindly send a return request to customerservice@nhprima.com.my for the return arrangement. Our customer service representative will attend to your request within one (1) working day.
When will the refund be credited back to my account?
Once you have arranged returning back the item to us, please allow seven (7) up to ten (10) working days for our team to do necessary checks and organize for the refund to be made.
Will my 'N Points' be reversed if I return & refund my purchase?
Yes, your Naelofar Rewards points ('N Points') will be reversed from your account according to the net refunded amount. This however depends on our sole discretion.
Yes, you can. Kindly submit a request to our customer service representative at customerservice@nhprima.com.my and our agent will assist you in the process to return and refund. Please view our return policy on the type of items and conditions eligible for returns.
Are all items returnable?
You may refer to our Returns Policy for the type of purchases which are not eligible for returns.
Can I return an internationally purchased order?
Yes you can. The same policy applies for international orders.
Can I exchange the item I purchased?
For online purchases, you may submit a Return & Refund Request to our customer service representative at customerservice@nhprima.com.my for a refund to be made. You can then proceed placing a new order on our website with your new preference of size, colour or collection. Product exchange is not available for online purchases.
How long do I have to return an item?
You will have a 30-day window from the date of purchase with the original receipt/invoice to return the item. Upon acceptance of the return request, all returned items will take up seven (7) to ten (10) working days to be processed by our team.
How and where can I return the item?
We offer reverse pick-up by our courier partners at your doorstep as well as physical drop-off at our courier partner’s branches. Kindly send a return request to customerservice@nhprima.com.my for the return arrangement. Our customer service representative will attend to your request within one (1) working day.
When will the refund be credited back to my account?
Once you have arranged returning back the item to us, please allow seven (7) up to ten (10) working days for our team to do necessary checks and organize for the refund to be made.
Will my 'N Points' be reversed if I return & refund my purchase?
Yes, your Naelofar Rewards points ('N Points') will be reversed from your account according to the net refunded amount. This however depends on our sole discretion.
Naelofar Rewards
What are Naelofar Rewards and 'N Points'?
Naelofar Rewards is our loyalty program where registered members can collect points by purchasing from our Official Website (my.naelofar.com) and Physical Stores. 'N Points' refers to the points awarded from the purchases.
How can I become a Naelofar Rewards member?
You can participate by registering an account via our Official Website (my.naelofar.com) or via in-store registration by scanning the QR code at the payment counter.
How do I collect 'N Points'?
You can start collecting points by making a purchase via our official website (my.naelofar.com) or from our physical store/boutique (SETIA CITY MALL, LUXE TTDI 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 the payment is successful and can be utilized 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 'N Points'?
Points collected are valid for 12 months from the transaction date, and will expire thereafter.
How can I spend my 'N Points'?
You may redeem your points for vouchers on our official website (my.naelofar.com) or from our Physical store (SETIA CITY MALL, TTDI, and ONE UTAMA). Please be advised that promotions may vary between different channels. Actual voucher redemption is subject to its terms and conditions, please learn more about Naelofar Rewards here.
Can I apply a voucher code and redeem 'N Points' at checkout?
Yes, website voucher code and 'N Points' redemption can be made in a single order.
Can I combine two different vouchers at checkout?
No, only 1 voucher/promotion can be redeemed at a time.
Who can sign up and enjoy the benefit of being a member of Naelofar Rewards?
Those who had successfully registered and made transactions via our Malaysia Store (my.naelofar.com) are eligible for the benefits of the programme. It is not available for all of our international stores at the moment.
Example: One Utama Vouchers and N Points redemption cannot be combined in a single transaction.
Naelofar Rewards is our loyalty program where registered members can collect points by purchasing from our Official Website (my.naelofar.com) and Physical Stores. 'N Points' refers to the points awarded from the purchases.
How can I become a Naelofar Rewards member?
You can participate by registering an account via our Official Website (my.naelofar.com) or via in-store registration by scanning the QR code at the payment counter.
How do I collect 'N Points'?
You can start collecting points by making a purchase via our official website (my.naelofar.com) or from our physical store/boutique (SETIA CITY MALL, LUXE TTDI 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 the payment is successful and can be utilized 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 'N Points'?
Points collected are valid for 12 months from the transaction date, and will expire thereafter.
How can I spend my 'N Points'?
You may redeem your points for vouchers on our official website (my.naelofar.com) or from our Physical store (SETIA CITY MALL, TTDI, and ONE UTAMA). Please be advised that promotions may vary between different channels. Actual voucher redemption is subject to its terms and conditions, please learn more about Naelofar Rewards here.
Can I apply a voucher code and redeem 'N Points' at checkout?
Yes, website voucher code and 'N Points' redemption can be made in a single order.
Can I combine two different vouchers at checkout?
No, only 1 voucher/promotion can be redeemed at a time.
Who can sign up and enjoy the benefit of being a member of Naelofar Rewards?
Those who had successfully registered and made transactions via our Malaysia Store (my.naelofar.com) are eligible for the benefits of the programme. It is not available for all of our international stores at the moment.
Example: One Utama Vouchers and N Points redemption cannot be combined in a single transaction.
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