HOW DO I KNOW THAT MY ORDER IS RECEIVED?

An order confirmation will be sent to you by email as soon as we have received your order.

HOW CAN I TRACK MY ORDER?

You will receive an order confirmation email after you have made the payment. Once your order has been processed, you will receive the shipment tracking information via email.

CAN I AMEND OR CANCEL MY ORDER AFTER IT HAS BEEN PLACED?

Orders will be processed and shipped within 1 - 2 working days upon receiving the payment.

Should you wish to amend/cancel your order or wish to change the shipping details, please send us a direct message via Instagram (@psyndrome.my) or you may reach us on Whatsapp at +60 168115918. We will always try to accommodate order changes wherever possible.

Please bear in mind that we are not able to cancel or amend the order once it has been processed.

WHAT IS BACKORDER?

When an item is on backorder, it means ready stocks for the design had been sold out and will be restocked upon demand.

HOW LONG DOES BACKORDER TAKES?

If you purchased an item that is on 'BACKORDER', your parcel will be held until that item has arrived in stock. Backorders usually take approximately 10-14 working days. We will notify you once the item has been shipped or is available for collection. In the event where the shipment experiences delay, you will be notified and an estimated date will be given.

Should you wish for us to send out the ready stock items first, please contact us on Instagram (@psyndrome.my) or Whatsapp (+60 16 811 5918) and the order will then be split. 

DO I HAVE TO MAKE ADVANCE PAYMENT FOR BACKORDER ITEM?

Yes, pre-payment is required for backorder items, this is to avoid backout orders. We apologize for any inconvenience caused.

WHERE ARE MY ITEMS SHIPPED FROM?

Items are ship from Selangor, Malaysia.

DO YOU SHIP INTERNATIONALLY?


Yes, we do! Kindly contact our customer service for more information.

HOW MUCH IS SHIPPING?

We usually engage Ninjavan for domestic orders and Pos Malaysia/FedEx for international orders. You will receive an email with details on how to track the status of your parcel.

Domestic Orders:

(Subject to changes from the courier company)

IS IT POSSIBLE TO EXPEDITE THE DELIVERY / GET SAME DAY DELIVERY?

Yes! Provided that the products are ready stocks. Please contact us via instagram direct message @psyndrome.my to arrange for same day delivery via Grab or Lalamove. Delivery rate varies depending on the location. 

WHAT IF I HAVE BACKORDER ITEM WITHIN MY ORDER?

If you have a backorder item within your order, it will then be on hold and shipped altogether when the item is back in stock. Should you wish for us to send out the ready stock items first, please contact us and the order will then be split.

WHAT HAPPENS IF MY PARCEL(S) FAILED TO BE DELIVERED?

The recipient is responsible for any subsequent costs incurred to return the parcel to our office or resend from our office. You will be charged in accordance to the standard shipping fee (refer to the table above).

Upon receiving the returned parcel from the courier company, our team will contact the recipient of the said parcel and the recipient may choose to have the parcel resent at the recipient’s expense or self pick-up from our office.

HOW MUCH DUTIES AND TAXES WILL I BE CHARGED WHEN SHOPPING OUTSIDE  MALAYSIA?

Taxes and duties vary depending on the shipping destination. Unfortunately, we are unable to estimate how much you will be charged. We advise you to consult local tax and customs authorities for advice.

WHAT IS YOUR RETURN AND REFUND POLICY?

All goods sold are non-refundable or exchangeable, unless it is due to faulty item or wrong item received. Refunds, returns and exchanges are not allowed for change of mind. 

Faulty item does not cover scratches, damage caused by accident, abuse, neglect, improper use or storage of the product, unauthorised modifications, or normal wear and tear.

THE ITEM I HAVE RECEIVED IS FAULTY. WHAT DO I DO?

Please accept our sincere apologies. If the item received is faulty or damaged upon delivery, please contact us no later than seven (7) business days since the day item was received.

You can reach us on Instagram (@psyndrome.my), Whatsapp (+60 16 811 5918) or email (psyndrome.my@gmail.com) and our team will walk you through the process for returning the item(s) either for a refund or an exchange.

Step 1: Take a close-up photo of the faulty or damaged jewellery;

Step 2: Please ensure the item returned to us is in the same condition exactly as you received;

Step 3: Ship the item to the given address.

Note: We recommend to use the most cost-effective trackable shipping service as we shall not be responsible for any lost parcels, hence using a courier service that provides tracking is strongly recommended. The cost of the return and exchange parcel will be borne by us, provided the item is faulty or damaged upon delivery through no fault of your own.

Step 4: If you opt for a refund, it will be issued to you via the original payment method or to your bank account within 3 business days upon receiving the returned items. Please note that refund will not include shipping costs. On the other hand, if you opt for an exchange, it will take 3-5 business days for us to process and ship out the exchanged item.

THE ITEM I RECEIVED IS FAULTY, CAN I SEND BACK TO REPAIR? (HANDMADE ITEMS ONLY) 

We provide 14 days warranty for all handmade items. Therefore, we are more than happy to repair the item if it is faulty within 14 days after you received the item(s). Note that items that can be repaired will not be provided with a refund.

Please note that we are unable to offer free repair of any damage following wear and tear.

CAN I SEND THE ITEM BACK FOR REPAIR AFTER 14 DAYS WARRANTY? (HANDMADE ITEMS ONLY) 

Yes you can! A repair fee will be charged based on the material. Simply follow the steps above and do note that the cost of the return parcel send for repair will be borne by the customer.

I HAVE RECEIVED THE WRONG ITEM. WHAT DO I DO?

If you have received the wrong item, we apologize for any inconvenience caused. Please contact us within seven (7) business days via Instagram (@psyndrome.my) or Whatsapp (+60 16 811 5918) and we will sort this out as soon as possible.

WILL I BE CHARGED FOR FREIGHT WHEN RETURNING MY ITEMS?

Freight charges will be borne by us provided that: -

1. the items are faulty or damaged upon delivery; and / or
2. it is within the warranty period of 14 days for handmade items

HOW LONG WILL IT TAKE TO PROCESS MY REFUND OR SEND OUT THE EXCHANGE ITEM?

Once we have received the returned items, your refund or the exchange items will be processed or send out within 3 -5 business days. We will notify you once we have processed your refund or sent out the exchange item.

WHAT HAPPEN IF THE PARCEL WENT MISSING, DELAYED OR DAMAGED IN TRANSIT?

PSYNDROME shall under no circumstances be liable for any damage incurred to goods, delayed in transit or for non-delivery. You will become the owner of the goods you have ordered once they have been dispatched to you. Once goods have been delivered to you they will be held at your own risk and we will not be liable for their loss or destruction. Please note that if you have a non-delivery arrangement with the courier company, we are not liable for the loss, damage or destruction to the goods. It is the responsibility of the customer to make sure the package is delivered to the correct address and signed for by the customer. It is the customer's personal custody once it has left our premises.

However, we will try our best to help contact the courier company and come up with the best solution.

HOW DO I LOOK AFTER MY JEWELLERY?

A little love goes a long way! Most of the jewellery can take a bit of a battering, and this includes solid gold. Therefore, in order to keep your jewellery looking pristine, you need to take care of it.

CLEANING

Clean your jewellery gently with a soft cloth to wipe away dirt and perspiration. We don’t recommend using chemical cleaners to clean our jewellery.

WEARING

Remove your jewellery before showering, sleeping, swimming, cleaning or working out. There are many reasons for this - to prevent scratches, to avoid damage to your metal, and also to keep your jewellery and gemstones free from soap residue and build up.

Restrict the exposure of your jewellery to perfumes, hairsprays and creams. Do not expose your jewellery to household bleaches, cleaners or chlorinated water. Even if the jewellery doesn’t “tarnish” sometimes these chemicals will affect the high polish of the jewellery. 

STORING

Store your jewellery separately, just so that they don’t get scratched. Ideally we recommend that you keep your jewels a soft pouch. If you live in a humid climate, keeping a small packet of desiccant crystals with them is a good idea.