Table of Contents
MY ACCOUNT
- Click on “LOGIN/REGISTER” in the top right-hand corner of our website.
- Click “CREATE AN ACCOUNT”.
- Enter your email address and password. Confirm it is correct.
- Your account has been created and you’re ready to go!
You’ll need to contact the Customer Service and they can delete your account.
Please be aware, we’ll delete ALL your details from our system and you’ll no longer be able to access your purchase history or make returns on the account.
- To check your purchase history, click on your account.
- Select ‘Orders’.
- You will be able to view online purchases made.
- There may be an issue with your password so its best to reset it.
- Click on “LOGIN/REGISTER” in the top right-hand corner of our website.
- Click “Lost your password?”.
- Enter your email address or username registered in noorarfa.com.
- Click ‘RESET PASSWORD’.
- You’ll be sent an email which will allow you to reset it and you can then try logging in.
- If you’re still not able to access your account, please get in touch with the Customer Service.
RETURN
Exchanges are only permissible if:
- The ordered item is defected/ the wrong item
- The ordered item is not the one as ordered
- The ordered item is torn
- The ordered item is lacking in quantity
- The ordered item is not in the correct measurement (ready-made items)
- The ordered item is sent twice
- The ordered item is still in the process of being shipped (order cancellation)
Items that are to be returned must be in its original condition. Items that have been worn, washed, or altered will not be accepted by our company. The items must also have the original tag still attached for any returns.
No exchanges or refunds will be given for any reasons. Those reasons include (but are not limited to):-
- Incomplete mailing address
- Damage of product due to customer’s own negligence
- Customer does not like the colour
- The size does not fit
- Changes mind about the purchase
Complaints can be made at least 2 weeks from the date of order
If your received item fits into any of the categories mentioned above, you MUST follow this flow below:
- Click the link below to Log in: noorarfa.com
- Enter your Username & Password to Log in
- Click the Account >> My Orders section
- Select the Order number that is having problems then click View
- Then scroll down, and go to the “Submit a new ticket” section, then fill in your complaint in each column provided
- Click the “OPEN NEW TICKET” button (COMPLAINT SUCCESSFULLY SENT)
- Customer service will call you to update the status of your complaint
Any questions, can refer to Customer Services.
MY ORDERS
1. Peninsular Malaysia
J&T Express
DHL eCommerce
Our standard delivery option is at the heart of our promise to our customers. In the current circumstances, we expect orders to be delivered within 3 – 5 business days. Please also keep in mind that if you choose this option, our carriers can only deliver between Monday – Friday.
2. Sabah, Sarawak and Singapore
J&T Express
DHL eCommerce
Pos Laju
We expect orders to be delivered within 7 – 14 business days.
3. International
DHL International
*During peak periods, there can be slight changes in the delivery promise.
Once your order has been shipped, you will receive an automated e-mail with your tracking information. You can track your parcel here.Please allow some time for the status of the shipment to correctly display at the above link.
In some cases if your carrier was unable to deliver your parcel, it’ll automatically be sent back to our warehouse.
Some of the reasons when the courier returned the parcel to us is due to:
– Incomplete address
– Recipient is unreachable
– Damaged packages
– Incomplete multiple carton for an order
Kindly contact our Customer Services to further assist you to resend the parcel.
Noor Arfa processes orders for shipping from Saturday to Thursday, excluding public holidays. Orders received on weekends and holidays will be processed the next business day.
If you’re not at home when a delivery is attempted, our carrier will contact you directly and made 2 more attempts for the next 2 days.
If the delivery has been attempted 3 times without success, the parcel will be returned to sender.
If you’re not sure what’s happening with your parcel, you can contact the Customer Service and they’ll be able to advise on it’s status.
We’re not able to add any items to existing orders – the payment has already been authorised so we can’t take any further payment at this stage.
If the status still allows, you can cancel this order by reaching out to the Customer Services and place a new one on our website.
Noor Arfa is pleased to offer shipping worldwide. For a list of other countries that we ship to and general inquiries on international shipping, you may contact our team by emailing sales@noorarfa.com and we will calculate the shipping to your destination.
Contact our Customer Service, we’ll be more than happy to help!
If you need to change the shipping address for your order, you’ll need to contact the Customer Service and they’ll be able to advise if it’s still possible for your parcel.
For security reasons, we cannot place orders on your behalf or take payments over the phone.
If you’re experiencing technical issues while trying to order, you can try the following:
– if you’re trying to create an online account from within your cart on our website, refresh the page and try signing up from the Homepage (click on ‘My Account’)
– clear your cookies
– use a different browser (preferably Google Chrome)
– use a desktop as opposed to a portable device such as a smartphone or tablet
PAYMENT
Visa, FPX, GrabPay, Touch ‘n Go eWallet and Boost
There could be a few reasons why your payment was declined on our website:
– Your payment details have not been entered correctly (card details, incorrect card type selected etc.)
– The internet page disconnected when the page timed out
– Issues with your Internet connection
– Your internet browser is blocking certain features – try placing your order using another browser (Internet Explorer, Mozilla Firefox, Google Chrome…)
– Restrictions imposed by your bank
You can contact our Customer Service if you’re having issues placing your order, however please be aware that we’re not able to accept payments over the phone for security reasons.
It may be worth contacting your bank for additional information on declined payments as they can advise on the following:
– Authorisation to proceed with activity flagged by the bank as unexpected (including first time orders and high value purchases).
– Daily withdrawal or purchase limits
– Payment authorisations, reserved funds and charges
We do not accept payments over the phone.
You can only place orders on our website at noorarfa.com.