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FAQ


Shipping & Delivery


Where does nose ship?

While we currently only ship within Malaysia, we are working on that and worldwide shipping will be available very soon. Check back again or drop us an email at hello@nose.com.my!


When can I receive my order?

Upon order confirmation, you’ll receive your order within 3-5 working days for domestic delivery while international delivery will take 5-15 working days.

(Kindly note that orders are not shipped during the weekends or public holidays.)


What are your shipping charges?

Flat shipping rate of RM12 per order.

Free shipping with minimum spend of RM80


Where is my order?

You can track your order using your shipping confirmation email, or on your My Orders page

Free shipping with minimum spend of RM80


Will I be charged for customs and import duty?

Kindly note that your order does not include (if any) customs and import duties. If taxes and/ or duties are incurred, you will be responsible to cover the fees before the delivery can proceed.


Orders


What is the status of my order?

You may check the status of your order on your Account page. It will be updated once payment confirmation has been made and again once your order ships.


My order status shows “PENDING,” what does this mean?

Pending order status means you payment was unsuccessful so no order was made.


Can I my amend or cancel my order after confirmation?

Once your order has been confirmed, amendments or cancelations can’t be made to ensure your order reaches you as soon as possible.


Billing


What forms of payment do you accept?

We accept Credit Cards (Visa/MasterCard/ Amex), Online Transfer (Maybank2U) and Ipay88.


Why was my payment declined and what should I do?

Here are a few things to check if your payment didn’t go through:

  • Check that your card’s billing details (such as the security code and billing address) match what you’ve entered into our system.
  • Check if your connection is strong and stable

If you’re still having trouble placing an order with us, please drop us a message at hello@nose.com.my along with a screenshot of the error and we’ll take a look at it.


Did my payment go through?

Once your payment has been confirmed, you will receive an email confirmation of your billing transaction. If you did not receive the email, your transaction was not successful and payment didn’t go through.


Promo Code


How do I apply a promo code?

You can enter your promo code under “Apply Discount Code” at checkout. Once you hit “Apply Code” it will automatically be applied to your purchase.


Where can I find my RM20 off first purchase promo code?

An email with the promo code has been sent to you. However, if you don’t find it, kindly check your spam/ junk mailbox.


Product & Sizing


What shoe size should I buy?

Kindly review our size guide for more information. If you’re still unsure which size works best for you, drop us a message at hello@nose.com.my for additional advice.


The product I received is flawed and/or damaged. Can I request for a refund or exchange?

We’re so sorry about this! And yes, you may place a refund or exchange request with us. Please reach out to hello@nose.com.my with your order number and proof of the product faulty.


Returns & Exchange


What is your return policy?

All returns must be made within 14 days starting from the day you receive your order. Please note that we do not offer free returns and you will be responsible for the return fee.

You may choose one of the following refund options:

  • Store credit.
  • Original form of payment.

Please ensure all products are in its original wearable condition with the tags attached and in its original packaging.

Note that if the returned product(s) does not meet our policy, your order will no longer be eligible for a refund.


What is your exchange policy?

Your item is eligible for an exchange and qualifies for a free return in the case that:

  • The product is faulty.
  • The product you received is inaccurate.
  • The product is a size too big or small for you.

Note that if the returned product(s) does not meet our policy, your order will not be qualified as an exchange.

Kindly note, shoes that fit two sizes bigger or smaller does not qualify as an exchange. This is so we can encourage our customers to shop responsibly in an effort to reduce unnecessary carbon footprint.

All of our shoes are made true to size and you may refer to our size guide to ensure you choose the right fit. Please do not hesitate to contact us at hello@nose.com.my if you are still unsure!


How can I place a return or exchange?

Please reach out to hello@nose.com.my with your order number and the products you’d like to return or exchange and we’ll start your request.

Please follow the process below to return your parcel to us. As we currently do not offer any free return label in the parcel, you are required to make the return on your own at any post office and we will reimburse the shipping cost to you.

  1. Re-pack the item in its original packaging or in a secure, waterproof package with labels and tags still attached.
  2. Proceed to the nearest post office to process your return.
  3. Cover your address label with the return label.
  4. Keep your consignment receipt safe as you will need this as your proof of return.
  5. Drop us a message again with your consignment receipt and we’ll take care of the rest.


How long does it take to process my return?

Please allow up to 5-10 business days for credit card refunds to appear on your statement.


How long does it take to process my exchange?

Please allow up to 10 working days for us to receive your parcel, process your exchange and confirm your replacement item. We’ll give you an update once this has been done.


Can I return online purchases in-stores?

Unfortunately, we do not offer online purchases returns in stores yet, but we’ll keep you updated!


Account


I forgot my password. What should I do?

Click “Forget Password” and key in your email to reset your password. You will receive an email to reset your password shortly.

If you did not receive the email, kindly check your junk/ spam mailbox.