FAQs

Q: What is the status of my order?
A: To view the status of your order, click on the "My Account" link found at the bottom of the page. You will be able to view your order history and get detailed information on the progress of your order. Please allow 2-3 business days to process your order. Once your order is shipped, you will receive an email with your tracking information. Should there be a delay in the processing of your order you will receive an email with an explanation and any steps needed on your behalf to complete the order.

 
Q: Why am I not getting my order and shipping confirmation emails?
A: There are a number of reasons why you may not be getting these emails.

- You might wrongly enter your email address in our form during checkout. If you have any questions regarding your order, please contact our support team at shop@qaysaa.com

- Be sure to check your “junk mail" box in the event your ISP flagged the email as spam. To insure you receive our emails, add us to your safe sender list.

Q: What type of payment method do you accept?
A: We currently accept online FPX via Billplz and all major credit cards; Visa, MasterCard, American Express via PayPal for all orders.

Q: My payment will not go through. I receive an Error Code XXX, what does this mean?
A: If you are experiencing errors during check out there could be a few reasons why. First ensure you are choosing the correct billing address for the credit card being used. We would also always suggest you check out with Google Chrome browser. If you have your browser open for a long period of time, try to refresh your page. If the error still persists contact our customer support at shop@qaysaa.com
 
Q: What shipping carrier do you use?
A: To get save on the shipping cost, we have partnered with 

- Ninja Van for all shipments bound for a SM destination.
- Poslaju for all shipments bound for a SS destination.
- SF Express for all shipments bound for Singapore.
- EMS Pos Malaysia for international destination (other than stated above).
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Q: Why was my order cancelled?

A: There are a number of reasons why;

  1. You may have made a duplicate order. When this happens, we cancel one of the orders to make sure that you were not charged twice.
  2. You may have failed to respond, in a timely fashion, to an important email. Often these emails relate to verifying your information, or completing payment.

*If you have any questions about your canceled order, please contact us with your name and invoice ID


Q: Do you take Whatsapp orders?
A: Yes, kindly contact one of our official dropship agent and they will assist you with the process.


Q: Can I cancel my order?
A: Unfortunately, we are unable to cancel your order once it has been shipped and obtains a tracking number. If you do not wish to keep this package, you may contact us at shop@qaysaa.com


Q: Can I change my address on my order?
A: We do apologize, unfortunately we are unable to alter billing or shipping information once your order has been placed for security purposes and by default of our website developer settings. Please check the shipping address during the order submission twice to avoid this from occurs.

Q: How can I return an item?
A: To find out how to return items, please go to the “Return Policy” section. If you have any questions regarding returns please contact our support team at shop@qaysaa.com

PLEASE NOTE THAT CLEARANCE ITEMS ARE NON-REFUNDABLE, NON-EXCHANGEABLE AND NON-RETURNABLE


Q: Do I have to pay shipping for my return items?
A: Depends. If the item was delivered defective, damaged, etc we will responsible to getting the item(s) back to our warehouse. If you change your mind (if you want to change size and colour) you are responsible for getting your return item(s) back to the warehouse.


Q: When I request an exchange, will the replacement item be held for me?
A: Unfortunately, we cannot 100% guarantee that our warehouse will be able to successfully hold your item so we suggest that you ship your item back as soon as possible for your exchange to be processed.


Q: How long will it take for my return to be processed?
A: Once we have received your return at our warehouse, it should take between 3-5 business days to complete.


Q: I received a Defective/Damaged item, what do I do?
A: Please email us at shop@qaysaa.com with your order number and photos of the Defect/Damage for review by our quality assurance department. We will then proceed for return and exchange of order.


Q: Can you please mark my purchase as "gift" to avoid custom duties taxes?
A: Unfortunately due to Customs regulations, we are unable to mark the merchandise as a "gift".
Please be advised, QAYSAA are not responsible for customs/duties. All applicable custom fees, taxes and duties are the sole responsibility of the customer. Customs authorities require that we state the value of your order directly on your package this price is calculated by the retail cost. It is at the sole discretion of custom agents to release your package. Note, in rare occasions custom agents may delay delivery of some packages. For more information on customs and duties charges, please contact your local customs office.
 
Q: What are the requirements for using a discount code?
A: There is no other requirements, just type in the discount code during check out. Please note, you can only use ONE coupon code per transaction.


Q: Do you have a catalog?
A: Currently, we have a 'virtual' catalogue / e-catalogue. Please visit our Instagram @qaysaaofficial, download our mobile apps from App Store or Play Store. Our entire product is online. To ensure customer service, we are constantly updating our website to provide you with all the latest updates on our inventory. Might you interested to try our piece, please pay a visit to our physical store.


Q: Do you have any stores?
A: Yes we do. Please visit us here.