FAQ

Orders
1. Do I need to create an account to make a purchase?
No, you do not need to create an account. However, we highly recommend you to do so as it will offer more convenience for your future purchases and allows for easier order tracking.

2. How do I place an order?
You may place an order in two ways:
Method 1: Select item(s) and add to bag > Select payment and shipping method > Complete checkout
Method 2: Feel free to contact us via Facebook or Instagram to place an order

3. Can I cancel my order after placing it?
Yes, you can cancel your order on the same day of order placed during business hours, Mon - Fri 9am to 6pm. Please contact our customer service or drop us a WhatsApp message at 60 3-2776 6044 as soon as possible to process the cancellation. Once your order has been shipped, it cannot be canceled.

4. How do I check my order status?
You may refer to the tracking code provided via your email upon payment.

5. Why did I not receive any confirmation e-mail after placing an order?
Please check your spam folder. If you still have not received any confirmation e-mail after an hour, please contact us for help.

6. Why did the items in my cart become out of stock?
Unfortunately, adding items into your cart does not mean the items are reserved. It may be possible the item recently became out of stock. Hence, we highly encourage you to complete your purchase as soon as possible.

7. Will the items be restocked?
We cannot guarantee the restocking of products as some items are limited edition. However, you may feel free to let us know and we might just bring it back! 

Return & Refund
1. Can I cancel my order after placing it?
Yes, you can cancel your order on the same day of order placed during business hours, Mon - Fri 9am to 6pm. Please contact our customer service or drop us a WhatsApp message at 60 3-2776 6044 as soon as possible to process the cancellation. Once your order has been shipped, it cannot be canceled.

2. How do I return a product?
At Carlist Store, customer satisfaction is our priority. We only accept returns for products that are damaged. If your item arrives damaged, please notify us within 3 business days of receiving the product by contacting our customer support team or drop us a WhatsApp message at 60 3-2776 6044 with photos of the damage.

Unfortunately, we do not accept returns for any other reasons, including change of mind or dissatisfaction with the product

3. Are there any items I cannot return?
Certain items, such as towels, cannot be returned. Please check our return policy for a full list of non-returnable items.

4. How long does the return process take?
Do contact us or drop us a WhatsApp message at 60 3-2776 6044, we will process your request and advise the refund and exchange duration. 

5. Do I have to pay for return shipping?
Return shipping costs may apply depending on the reason for the return. If the return is due to a defect or incorrect item, we will cover the return shipping. For other reasons, customers are responsible for the shipping costs.

6. What should I do if I receive a damaged or defective product?
If you received a damaged or defective item, please contact us within [3] days of receiving the product by WhatsApp message at 60 3-2776 6044. Provide photos and a description of the issue, and we will arrange for a replacement or refund at no extra cost.

7. How do I file a claim for a lost or missing package?
If your package is lost or missing, please notify us as soon as possible. We will work with the shipping carrier to locate the package or provide a replacement or refund, depending on the outcome.

8. Can I exchange a product?
Unfortunately, we do not accept exchanges for any other reasons after order is being placed, including change of mind or dissatisfaction with the product

9. How do I contact customer support?
You can reach our customer support team by  WhatsApp message at 60 3-2776 6044 from Mon - Fri 9am to 6pm. We’re happy to help with any issues related to your order. Inquiries falling out of business hours, we will reach out immediately on the next business day.

Shipping
1. What are the shipping rates?
Below are the shipping rates for orders based on location:

2. Can I deliver my order to multiple addresses?
No. Unfortunately, we are unable to assist you in delivering a single order to multiple addresses. You will need to place separate orders based on the preferred delivery address. 

3. How soon am I able to track my order?
Please allow at least 12 hours for the tracking number to be reflected in the system once your order has been shipped. Please contact us if you are still unable to track your parcel after 24 hours.

4. Can I change my shipping address?
We may be able to assist you in changing the address if the order has not been shipped. Once the order has been shipped, we are unable to assist you in making any changes. Please contact your respective courier service for assistance.

5. Can I request a specific delivery date?
No. Unfortunately, the delivery date is based on the respective courier company.

6. Can I request for urgent delivery?
No. Unfortunately, we do not provide urgent delivery.

7. Is self pick-up allowed?
Yes. You may choose to select to self-collect your parcel once we notify you that it is ready for collection. Please notify us an hour in advance before collection.

8. Will there be custom duty or import tax imposed?
We are unable to guarantee parcels for international shipment will not be charged with custom duty or import tax. Unfortunately, you will need to bear any additional charges imposed bu the custom authorities yourself.

Payment
1. What payment methods are available?
We accept payment in several ways:
Method 1: Online banking - Kindly bank in the final amount to our account as displayed on the checkout page.
Method 2: QR Pay - Kindly scan the QR code using any banking or e-wallet services and input the final amount displayed on the checkout page.
Method 3: Credit Card - Kindly select the credit card payment method and enter your credit card number and name during the checkout process.

2. Why did my payment fail?
We strongly recommend for you to wait for 10 minutes and try again. If payment still fails, please contact us immediately and we will do our best to assist you.

Size Guide
1. Are the apparels oversized or regular fit?
Our apparels are considered regular loose fit. You may refer to the size chart below for more information. 

*Please allow a variation of +/- 5% from the actual product.
Measurements are presented in inches. 

Others
1. How do I contact customer support?
You can reach our customer support team by WhatsApp message at 60 3-2776 6044 from Mon - Fri 9am to 6pm. We’re happy to help with any issues related to your order. Inquiries falling out of business hours, we will reach out immediately on the next business day.