5.1 Online Store
Our online store opens 24/7! However if you need further assistance regarding to your purchase, our customer service number operates only on:
MONDAY – FRIDAY: 9am – 6pm (via Whatsapp text only)
WEEKENDS & PUBLIC HOLIDAYS: CLOSED
5.2 Orders and Registration
5.2.1 I can’t add my order into cart. HELP! Your web browser probably has “cookies” disabled. What’s a cookie? It’s a small file stored on your computer that keeps track of what you’re doing online. This file allows us to ‘remember’ what’s in your shopping bag. So remember to enable it to ensure smoother shopping experience the next time.
5.2.2 I need help with my orders. Kindly email us at firstname.lastname@example.org or contact us at 017-7885950. Our customer hotline is available from Monday – Friday (9am – 6pm)
5.2.3 Do you restock item? Yes. We will announce it on our Instagram @sephia.my whenever we get a restock.
5.3.1 Where do you deliver? We offer shipping to Malaysia, Singapore and Brunei.
5.3.2 How long the delivery takes? For Peninsula Malaysia address you may expect the parcel to arrive in the next 1-2 working days. For Sabah & Sarawak it may take another extra day or two.
5.3.3 How do I track my order? We will update you with a tracking number once your parcel is posted out. You may visit POSLAJU tracking system (http://poslaju.com.my) or (Tracking Malaysia) and use the number given to track your parcel whereabouts. Kindly allow 24hrs before the tracking number is traceable in the system. If you need further assistance, kindly contact us at email@example.com Website – Sephia by Janna Nick
5.3.4 Do you offer Cash-on-Delivery (COD) We are sorry to inform that we do not offers any Cash On Delivery (COD) and we also do not allow any cash delivery in the parcel to abide with POSLAJU rules and regulation.
5.3.5 I received wrong item/my item is missing. What should I do? We truly apologise for that. Please be reported to Sephia.my within (3) days of receipt. This can be done via Whatsapp at our customer service number or via email to info@Sephia.my and your email will normally be replied within 3 working days from the receipt of your email.
5.4.1 How many product Sephia have? Currently we have (4) products based on Argan Oil. We do share about our products and their benefits on our Instagram @sephia.my
5.4.2 Can my children use your products safely? Yes, but for product All-in-One Argan Oil and Argan Body Shampoo only suitable for children age 3 years old onwards. Meanwhile, for product Treatment Hair Shampoo and Argan Cream Plus suitable for children age 13 years old onwards.
5.4.3 Can I apply All-in-One Argan Oil on my face? Not suggested for those with oily skin problem. We recommend applying Argan Cream Plus for face.
5.4.4 How long will it be before I see an improvement in my condition? Individually results may vary, but within one month an improvement should be evident.
5.4.5 What is the shelf life of your products? Generally our products shelf life is 24 months from the manufacturing date. Each item will have manufacture date stamped on the bottle and box. Once opened, kindly use within 12 months to ensure maximum effectiveness and benefit to you.
5.4.6 How to be your agent? Kindly contact our customer service number.
We take our customers privacy seriously and we will only collect and use your personal information as outlined below:
2. We will only collect information where it is necessary for us to do so and we will only collect information if it is relevant to our dealings with you.
3. We will only keep your information for as long as we are either required to by law or as is relevant for the purposes for which it was collected.
4. You can visit the Site and browse without having to provide personal details. During your visit to the site you remain anonymous and at no time can we identify you unless you have an account on the site and log on with your user name and password.
5. If you have any comments or suggestions, we would be pleased to receive them at our address or by emailing us at firstname.lastname@example.org.
2.0 COLLECTION OF PERSONAL INFORMATION
2.1 SEPHIA.MY does not sell, share or trade customers’ personal information collected online
with third parties. Personal information collected online will only be disclosed within our
2.2 When you register as a user and make a purchase on SEPHIA.MY website, the personal
information we collect may include your name, delivery address, email address, mobile
2.3 The personal information we collect from you will be used in some or all of the following
1. To deliver the products you have purchased from SEPHIA.MY
2. To update you on the delivery of the product and for customer support purposes
3. To provide you with relevant product information
4. To process your orders and to provide you with the services and information offered through our website and which you request
5. Further, we will use the information you provide to administer your account with us; verify and carry out financial transactions in relation to payments you make online; audit the downloading of data from our website; improve the layout and/or content of the pages of our website and customise them for users; identify visitors on our website; carry out research on our users’ demographics; send you information we think you may find useful or which you have requested from us, including information about our products and services, provided you have indicated that you have not objected to being contacted for these purposes.
2.4 We may pass your name and address on to a third party in order to make delivery of the product to you (for example to our courier or supplier).
2.5 When you register as a user on SEPHIA.MY website, we will also use your personal information to send you marketing and/or promotional materials from time to time
2.6 Payments that you make through the Site will be processed via the Public Bank Payment Gateway.
2.7 You must only submit to us or to the Public Bank Payment Gateway information which is accurate and not misleading and you must keep it up to date and inform us of changes.
2.8 Your actual order details may be stored with us but for security reasons cannot be retrieved directly by us. However, you may access this information by logging into your account on the Site. Here you can view the details of your orders that have been completed, those which are open and those which are shortly to be dispatched and administer your address details, bank details and any newsletter to which you may have subscribed. You undertake to treat the personal access data confidentially and not make it available to unauthorised third parties. We cannot assume any liability for misuse of passwords unless this misuse is our fault.
3.1 We aim to deliver the Product to you at the place of delivery requested in your Order and the delivery time indicated by us at the time of your order checkout (as updated in the Order Confirmation).
3.2 Delivery charges are the responsibility of the customer. It is based on the total weight of your order or volumetric (whichever is greater). Thus, to save cost, we encourage our customers to accumulate the products you would like to purchase in one order each time you shop with us.
3.3 We only deliver using Poslaju courier.
3.4 All reasonable efforts to deliver your order will be made by Sephia.my. However, customers are responsible to have someone at the delivery address to receive delivery and sign for the same.
3.5 Sephia.my shall not be responsible for delivery being received by unauthorised persons. Any cost for re-delivery will be passed to the customer if the delivery address is unattended at the time of delivery.
3.6 If for any reason Sephia.my is unable to dispatch goods within 3 days from date of order, Sephia.my will contact the customer and advise the expected dispatch date. Should this be unsuitable to the customer, Sephia.my will offer either a full refund of the monies paid or suggest an alternative product.
3.7 Any damage or loss to the goods during carriage or delivery to the nominated address of the customer will not be the responsibility of Sephia.my and there will be no refunds.
4.1 All items sold are not refundable or exchangeable.
4.2 In the event of damaged, missing or incorrect goods received, these matters must be reported to Sephia.my within (3) days of receipt. This can be done via Whatsapp at our customer service number or via email to info@Sephia.my and your email will normally be replied within 3 working days from the receipt of your email.
4.3 In the event that incorrect goods are delivered, you may return the Product to us within three (3) days of receipt. The product shall be unused, and the product shall be in the original brand packaging (if applicable). This policy is applicable only to those products which do not fall under the list of non-refundable brands/items provided on our site.
4.4 Sephia.my shall have no responsibility to replace the same if the goods are removed from their packaging. Further, usage of any goods in anyway, as determined at the discretion and the sole opinion of an appropriate Sephia.my employee shall void any claims that incorrect goods have been delivered. Any delivery charges paid earlier are not refundable.
4.5 You may return your damaged/ incorrect goods through the nearest post-office. We do not honour any walk-in returns.
4.6 The customer is responsible for any freight and insurance charges involved in returning the goods back to Sephia.my. Please pack the return goods properly to ensure that the goods do not get damaged in transit and register/insure them if sending by post. Sephia.my will not be responsible for any loss or damaged goods returned for exchange.
4.7 Your returned products together with your return slip are usually received and accepted at our warehouse within five (5) days after the drop-off at the post office counters.