FAQ

FREQUENTLY ASKED QUESTIONS 
.

1. ORDERS

HOW DO I KNOW THAT MY ORDER IS RECEIVED?

An order confirmation will be sent to you by email as soon as we have received your order.

 

HOW CAN I TRACK MY ORDER?

You will receive an order confirmation email moments after checkout. Upon completion of us making your order you will be sent an email with your shipment tracking information.

 

CAN I AMEND OR CANCEL MY ORDER AFTER IT HAS BEEN PLACED?

Orders will be processed and shipped within 1 - 2 working days upon receiving the payment.


Should you wish to amend/cancel your order or wish to change the shipping details, please send us a direct message via Instagram (@psyndrome.my) immediately or you may reach us on Whatsapp at +60 12 921 8871. We will always try to accommodate order changes where possible, or discuss a solution.


To cancel an order, you may contact us immediately on Instagram and Whatsapp as well. Our team will then cancel and a refund will be issued to the original payment method or to your bank account. Please bear in mind that we are not able to cancel the order once it has been processed.

  

2. BACKORDER

WHAT IS BACKORDER?

When an item is on backorder, it means ready stocks for the design had been sold out and backorder will be open upon request.


HOW LONG DOES BACKORDER TAKES?

Backorder item takes about 10 working days to reach us after payment has been made. We will notify you once the item has been shipped or its available for collection. Besides, in the event where the shipment experiences delay, you will be notified and an estimated date will be given.


DO I HAVE TO MAKE ADVANCE PAYMENT FOR BACKORDER ITEM?

Yes, pre payment is required for backorder items, this is to avoid backout orders. We apologize for any inconvenience caused.

 

3. SHIPPING AND DELIVERY

WHERE ARE MY ITEMS SHIPPED FROM?

Items are ship from Selangor, Malaysia.


DO YOU SHIP INTERNATIONALLY?


Yes, we do!


HOW MUCH IS SHIPPING?

We engaged Skynet Malaysia/Pos Malaysia for domestic orders in Malaysia and Pos Malaysia/FedEx for international orders. You will receive an email with details on how to track your parcel’s status.


Domestic Orders:

Malaysia Ringgit (MYR)

Delivery Times

West Malaysia (WM)

MYR 8

1 to 2

working days

East Malaysia (EM)

MYR 12.80

2 to 3

working days



International Orders:

Countries

Malaysia Ringgit (MYR)

Delivery Times

Singapore, Brunei, Cambodia, Hong Kong, Laos, Myanmmar, Phillipines, Thailand, Indonesia, Vietnam






MYR 20






7 working days

Other countries

MYR 25

11 working days


 

CAN I CHOOSE TO COLLECT MY ITEMS?

Yes! We offer self pick-up option (free of charge) whereby you can collect your purchases at USJ 1 residential area. Simply choose ‘Click & Collect’ when you place your order with us and the items will be ready for collection within 2 working days. Once we received the order, we will proceed to contact you via mobile to arrange a pick up that is convenient for you.


WHAT IF I HAVE BACKORDER ITEM WITHIN MY ORDER?

Delivery

If you have a backorder item within your order, it will then be on hold and shipped altogether when the item is back in stock. Should you wish for us to send out the ready stock items first, please contact us on Instagram (@psyndrome.my) or Whatsapp (+60 12 921 8871) and the order will then split in two.


Self Collect

If you have a backorder item within your order, you may choose to pick up the items altogether once the item is back in stock. Alternatively, you may choose to pick up the ready stock items first and proceed to collect the remaining items when they are back in stock. However, we will inform you beforehand if there is a delay in shipment.

WHAT HAPPENS IF MY PARCEL(S) FAILED TO BE DELIVERED?

The recipient is responsible for any subsequent costs incurred to return the parcel to our office or resend from our office. You will be charged in accordance to the standard shipping fee (refer to the table above).


Upon receiving the returned parcel from the courier company, our team will contact the recipient of the said parcel and he/she may choose to have the parcel resend at the recipient’s expense or self pick-up at USJ 1 residential area.

 

HOW MUCH DUTIES AND TAXES WILL I BE CHARGED WHEN SHOPPING OUTSIDE  MALAYSIA?

Taxes and duties depend on your shipping destination. Unfortunately, we are unable to estimate how much you will be charged. We advise you to consult local tax and customs authorities for advice.

 

 

4. RETURNS AND EXCHANGES

WHAT IS YOUR REFUND AND EXCHANGE POLICY?

All goods sold are non-refundable or exchangeable, unless the goods are faulty when you first received it, we are more than happy to offer a refund or exchange. Refunds, returns and exchanges are not allowed for change of mind.

 

THE ITEM I HAVE RECEIVED IS FAULTY. WHAT DO I DO?

Please accept our sincere apologies. If the item(s) received is faulty or damaged, please contact us no later than 3 business days upon receipt of the goods.


You can reach us on Instagram (@psyndrome.my), Whatsapp (+60 12 921 8871) or email (psyndrome.my@gmail.com) and our team will walk you through the process for returning the item(s) either for a refund or an exchange.


Step 1: Take a close-up photo of the damaged jewellery;


Step 2: Please ensure the item(s) returned to us is in the same condition exactly as you received;


Step 3: Ship the item(s) to the given address.

Note: We recommend to use the most cost-effective trackable shipping service as we shall not be responsible for any lost parcels, hence using a courier service that provides tracking is strongly recommended. Besides, the cost of the return and exchange parcel will be borne by us, provided the item is faulty or damaged through no fault of your own.


Step 4: If you opt for a refund, it will be issued to you via original payment method or to your bank account within 3 business days upon receiving the returned items. Please note that refund will not include shipping costs. On the other hand, if you opt for an exchange, it will take 3 business days to ship out the new pieces or other pieces of the same value, depending on the discussion we had.


THE ITEM I RECEIVED IS FAULTY, CAN I SEND BACK TO REPAIR?

We provide 14 days warranty for all handmade items. Therefore, we are more than happy to repair the item if it’s broken within 14 days after you received the item(s). Note that items that can be repaired will not be provided with a refund.


Please note that we are unable to offer free repair of any damage following wear and tear.


CAN I SEND THE ITEM BACK FOR REPAIR AFTER 14 DAYS WARRANTY?

Yes you can! A repair fee will be charged based on the material. Simply follow the steps above and do note that the cost of the return parcel send for repairment will be borne by the customer.

 

I HAVE RECEIVED THE WRONG ITEM. WHAT DO I DO?

If you have received the wrong item, we apologize for any inconvenience caused. Please contact us within 7 business days via Instagram (@psyndrome.my) or Whatsapp (+60 12 921 8871) and we will sort this out as soon as possible.


WILL I BE CHARGED FOR FREIGHT WHEN RETURNING MY ITEMS?

Freight charges will be borne by us provided that: -

  1. the items are faulty or damaged through no fault of your own; and / or
  2. it is within the warranty period of 14 days for handmade items

HOW LONG WILL IT TAKE TO PROCESS MY REFUND OR SEND OUT THE EXCHANGE ITEM?

Once we have received the returned items, your refund or the exhcange items will be processed or send out within 3 business days. We will notify you once we have processed your refund or sent out the exchange item.

 

 

 

 

 

WHAT HAPPEN IF THE PARCEL WENT MISSING, DELAYED OR DAMAGED IN TRANSIT?

PSY:NDROME shall under no circumstances beliable for any damage incurred to goods, delayed in transit or for non-delivery. You will become the owner of the goods you have ordered once they have been dispatched to you. Once goods have been delivered to you they will be held at your own risk and we will not be liable for their loss or destruction. Please note that if you have a non-delivery arrangement with the courier company, we are not liable for the loss, damage or destruction to the goods. It is the responsibility of the customer to make sure the package is delivered to the correct address and signed for by the customer. It is the customer's personal custody once it has left our premises.


However, we will try our best to help contact the courier company and come up with the best solution.

 

5. PRODUCT

HOW DO I LOOK AFTER MY JEWELLERY?

A little love goes a long way! Most of the jewellery can take a bit of a battering, and this includes solid gold. Therefore, in order to keep your jewellery looking pristine, you need to take care of it.

 

CLEANING

Clean your jewellery regularly. To do this, dilute a small amount of very mild soap in warm water and gently wash your jewellery. A soft bristled toothbrush can be used to gently clean the piece. Soak the item for up to 10 minutes, rinse and then pat dry with a clean, soft cloth. Clean your jewellery with a polishing cloth to wipe away dirt and premature tarnishing. You will find that after just a light polish, the piece will look sparkly and new. We don’t recommend using chemical cleaners to clean our jewellery.

 

WEARING

Remove your jewellery before showering, sleeping, swimming, cleaning or working out. There are many reasons for this - to prevent scratches, to avoid damage to your metal, and also to keep your jewellery and gemstones free from soap residue and build up.

Restrict the exposure of your jewellery to perfumes, hairsprays and creams. Do not expose your jewellery to household bleaches, cleaners or chlorinated water. Even if the jewellery doesn’t “tarnish” sometimes these chemicals will affect the high polish of the jewellery. This is why it is important to take your jewellery off before cleaning or swimming.

 

STORING

Store your jewellery separately, just so that they don’t get scratched. Ideally we recommend that you keep your jewels a soft pouch. If you live in a humid climate, keeping a small packet of desiccant crystals with them is a good idea.



HOW DO I KNOW WHAT MATERIALS ARE USED IN THE JEWELLERY?

The materials used in each product are carefully listed on the individual product page.


HOW DO I KNOW MY RING SIZE?

You may refer to the ring size chart available in the photos on each individual ring product page. Measure your finger by wrapping a thread around it, match it to the chart to find your appropriate ring size.

 

 6. GIFTING

DO YOU OFFER A GIFT-WRAPPING SERVICE?

Every order is beautifully packaged in our exquisite gift box, wrapped with a white tissue which are able to fit up to 4 to 6 items. Besides, we came up with different packagings once in awhile depends on the theme of our collections. Therefore, packaging mights varies depending on which item you have purchased.


Alternatively, if you are purchasing our goods as a gift, you may specially request to have it wrapped in our premium gift box (as shown in the photo below) with an additional charge. Don’t forget to tick the Gift Wrapping box upon checkout.


DOES IT INCLUDE A MESSAGE?

You may add on a personalised message card for your special someone for an additional charge of RM10.

  

 7. TERMS AND CONDITIONS

GENERAL

The website is owned and operated by PSYNDROME Enterprise and the terms and conditions below apply to all visitors and users access to this website. PSYNDROME Enterprise reserves the right to amend or delete the content of the terms and conditions and site from time to time at its discretion without further notice and you agree that it is your responsibility to monitor changes to our site. Further, PSYNDROME Enterprise will take immediate action against offender(s) should there be any violation(s) of these terms and conditions.


SITE CONTENTS AND COPYRIGHTS

Unless otherwise indicated, all contents on the site, including images, designs, materials, photographs, video clips, written materials are copyrights, trade marks and/or other intellectual properties are owned, controlled and licensed by PSYNDROME Enterprise.


TYPOGRAPHICAL ERRORS

In the event that product within the PSY:NDROME website or at @psyndrome.my is mistakenly listed at an incorrect price, PSY:NDROMEreserves the right to refuse or cancel any orders placed for products listed at the incorrect price.

 

PRODUCT PHOTOGRAPHY

PSYNDROME Enterprise endeavours to represent all products as correctly and close to the item model. Due to the handmade nature of the products, some variations may occur.

 

ACCURACY, COMPLETENESS AND TIMELINESS OF INFORMATION

PSYNDROME Enterprise is not responsible in the event where the information made available on this site is not accurate, complete or current. The material on this site is provided for general information only and should not be relied upon or used as the sole basis for making decisions without consulting primary, more accurate, more complete or more timely sources of information. Any reliance on the material on this site is at your own risk.