[MY ACCOUNT]

 

Q1: How to register an account through our website?

1)    If you do not have MR.DIY account, you can easily register a new account by login to https://www.mrdiy.com.my. Click: Account > Register.

  • Registration via PC/desktop

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  • Registration via mobile phone.

2)    You can fill up all the required information manually or register by “Sign-In” through Facebook OR Google. Please ensure your registered email address is active for you to receive a notification email from MR.DIY

  • Registration via PC/desktop.

 Registration via mobile phone.

  • Registration via mobile phone.

 

3)    Upon account registration, you shall receive an email notification informing that your account registration is successful. You are now able to start your online shopping experience with MR.DIY!

 

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Q2: How to place an order?

 

1)    Login to your account.

 

2)    Browse and select your desired item to purchase.

 

3)    Choose color selection (if required) > add quantity (if required) > click ‘Add to cart’.

 

 

4)    Once the product is added, it will appear in the ‘Cart’. You can click ‘View Cart’ to check the product list details to add more quantity or remove the selected product from the list.

 

5)    You may apply the discount code (if applicable) in the ‘Enter Discount Code’ section > Click ‘Apply Discount’.

 

6)    Click ‘Go to Checkout’ once done applying the voucher code.

 

7)    Please ensure to edit your shipping address if you prefer your parcel to be delivered to the registered address by clicking Account > Account Dashboard > Edit Address.

 

8)    Fill up the information required and click > Save Address.

 

 

9)    i) To proceed with payment, click ‘Cart’ > ‘Checkout’ > Click ‘No’ for delivery to registered address > choose ‘Shipping Method’ express delivery (within Klang Valley) OR standard delivery > Click ‘Next’.

 

 

ii) If you want to self-collect your order at MR.DIY store, choose ‘Yes’ > and choose the preferred store from the drop-down menu > and click ‘Next’.

 

10)  There are 3 different payment methods: Credit Card/Debit Card, Online Banking, and eWallet.

Please ensure the chosen payment method is active. If it is not active, the payment is canceled the voucher code is void. As for eWallet option, you must have an active registered MCash/Boost account in the first place.

 

i)              Credit Card/Debit Card: You have to fill up the card detail and click ‘Place Order’. Once done, the page will divert you to e-GHL page for payment verification and you shall receive an email notification from e-GHL once the payment has been made.

ii)             Online Banking: You can choose the one of the banks available to proceed with the payment and the page will divert you to e-GHL and bank page for payment verification. You will receive an email notification once the payment is successful/unsuccessful.

iii)            eWallet: You can choose available eWallet, log in the account to proceed with the payment. An e-mail notification will be given once the payment has been made.

 

 

11)  After the payment is done, you can check your order status by clicking the ‘Account’ > ‘Account’ > ‘My Orders’.

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Q3: Can I place an order without registering a personal account?

A3: YES. If you do not want to set up an account with us, you can checkout as a guest. All we need is your contact and shipping information. However, guest account is not allowed to apply any available voucher code.

 

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Q4: Why I cannot login to my account?

A4: Due to incorrect username/password OR incorrect e-mail registration OR inactive e-mail OR e-mail is not registered AND others. Click 'Forgot password', and you will receive an activation link via e-mail to reset your password. If this still doesn’t work, please contact us at [email protected] and we’ll try and help!

 

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Q5: Can I register for many accounts?

A5: YES. You are free to register as many accounts as you want.

 

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Q6: How do I change the language?

A6: Unfortunately, NO. We have no option available for other languages.

 

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Q7: How do I unsubscribe from your newsletter?

A7: Click unsubscribe at the bottom of any newsletter or email you received from us, alternatively email us at [email protected] and we can remove your information from our database completely.

 

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[ORDER MANAGEMENT]

Q1: Why my order is cancelled?

A1: Your order may be cancelled due to reasons such as technical glitch, payment error and so others. Kindly contact our Customer Service for further assistance at [email protected]. Our Customer Service is available from Monday-Friday: 0900 - 1800.

 

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Q2: Can I change my shipping address after placing an order?

A2: Shipping address cannot be amended after ordering to avoid your parcel getting misplace during transit due to misinformation. It is advisable for you to reconfirm the shipping address before placing an order.

 

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Q3: Can I change my personal information after placing an order?

A3: Any changes of personal information after ordering is not encouraged. This is to avoid unusual circumstances such as fraud and identity theft.

 

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Q4: Can I cancel my order?

A4: Once we received your order, our team will promptly fulfil your order to ensure you will receive the parcel within the estimated timeframe given. Therefore, once you are charged, we are unable to interfere with this process.

 

Worry not, if you feel unhappy with the items or no longer needed them once received it, you are free to request for return. You can refer to Return tab FAQ for further details.

 

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Q5: Can I have the order tax invoice?

A5: Upon log in to your account, click 'Account' > click 'Account' > Click 'My Orders' > Click 'View Order' > Click 'Print Invoice'. If you have difficulties to download the tax invoice from your account, kindly  contact our Customer Service for further assistance at [email protected]. Our Customer Service is available from Monday-Friday: 0900 - 1800.

 

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Q6: Can I reserve the products online and pay at some later time?

A6: We do not practise reservation order for online purchase. The payment should be done upon placing the order.

 

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Q7: How to place order for bulk purchase? Can I request for discount?

A7: For any bulk order details, feel free to contact our Retail Customer Support at [email protected]  and the team shall provide you an assistance regarding this matter.

 

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Q8: Do you have a mobile apps?

A8: NO. We are currently do not have a mobile apps at the moment.

 

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Q9: Why do I need to update my address when I choose for C&C?

A9: We require your contact information which you have to update together with the shipping address for our reference, if we are unable to reach you via email.

 

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[PRODUCT AND STOCK]

 

Q1: Can you tell me more about your products?

A1: We are working hard to add more product information on our website as much as we can, however, if there’s something that you would like to know more, kindly tap ‘Chat’ button for faster response or email us at [email protected]. Our Customer Service is available from Monday-Friday: 0900 - 1800.

 

Q2: Why is the price for certain products in MR.DIY online store are different from instore?

A2: It is not all products selling at our stores network are available online. We always encourage customer to purchase online with discount offer and vouchers as the price may vary due to shipping cost and handling fees.

 

Q3: Why some of the products selling at outlet are not available online?

A3: This is due to not all our products at outlet are available for online purchase. However, we are continually adding more products to our website that can be brought online. Stay tune!

 

Q4: How to know if the item is back in stock?

A4: Due to high demand, some of the items on our website sell out very fast! However, it is worth to check our website from time to time as it is regularly updated.

 

Alternatively, you can subscribe to back in stock notification by filling up your email in the box and click 'subscribe' for out of stock item. You will be notified once the item is available.

[PAYMENT]

 

Q1: Why I cannot checkout with my credit/debit card?

A1: Kindly ensure that you have key in the correct card information required and the card must be active. This issue might occur if you are using a guest account to apply for voucher code.

 

Q2: Why I cannot checkout with eWallet?

A2: Kindly ensure you have an active eWallet account before proceed with your payment. If you have eWallet account but you have difficulties to proceed with the payment, please contact our Customer Service for further assistance at [email protected]. Our Customer Service is available from Monday-Friday: 0900 - 1800.

 

Q3: Why I do not receive an e-mail notification after the payment is successful?

A3: Kindly ensure the registered e-mail is correct. You may check the email in all mail, spam/junk, and promotion tab. It is recommended to use personal e-mail instead of company e-mail as the company email may block any external email sent to them.

 

Q4: Why I do not receive TAC to proceed with payment?

A4: Kindly ensure that you are using an active mobile phone number to receive the TAC number. However, if you still have not receive the TAC, please contact the respective bank for further assistance.

 

Q5: What is the payment method available?

A5: The payment options that are currently available are credit/debit card, online banking and Boost/mCash eWallets.

 

Q6: Do you have COD/ATM/Cash Deposit payment method?

A6: Unfortunately, NO. We do not have these payment method options available at the moment.

 

Q7: Can I order via website and make payment at nearby MR DIY outlet?

A7: All online orders must proceed with the online payment. Your order will be processed once the payment is successful.

 

Q8: My bank informed that the payment has been deducted. Why my order cancelled?

A8: Kindly provide your order number and registered email address to our Customer Service for further assistance at [email protected]. Our Customer Service is available from Monday-Friday: 0900 - 1800.

 

[VOUCHER]

 

Q1: Why I cannot proceed the payment when I have keyed-in the voucher code?

A1: There are several reasons such as:

 

a) You have not log in to your account.

Do ensure to register an account and login before applying the voucher code.

 

b) The voucher code has expired.

The voucher code must be use before the stated expire date.

 

c) Incorrect voucher code.

Check spacing (usually not allowed), character errors, spelling mistakes, case-sensitive such as upper-case and lower-case usage and mixing up of the numbers and letters (such as 0/1 become O/I).

 

d) Basket amount less than minimum spending.

Check the minimum spending in the voucher code terms and conditions before applying the voucher code.

 

e) The voucher code has been used.

The voucher codes are unique codes which can only be used once in a single transaction regardless of the payment status (successful/failed). They cannot be regenerated once it has been used.

 

Q2: Why I cannot use the RM5 voucher code?

A2: This voucher can only be used and redeemed by registered customer who is also the first-time user for a single transaction regardless of the payment status with a basket value equal to or more than RM20.

 

Q3: What is the minimum purchase to use the MRDIY5 voucher code?

A3: This voucher can only be used with a basket value equal to or more than RM20.

 

Q4: Why I cannot use the voucher code after order cancelled?

A4: As the voucher code is a unique code, it cannot be regenerated regardless of the payment status (successful/failed). If your order is canceled upon placing the order, this means the payment has failed.

 

Q5: Will you refund the voucher amount if the order is canceled despite the payment is successful?

A5: We are regret to inform that we do not refund voucher amount that has been used.

 

Q6: Will I get the voucher amount when I apply for Return?

A6: The refunded amount for RMA application will be pro-rated based on the voucher amount. If the refund is approved, the shipping fee and voucher amount will be deducted from the total refund amount. This applies to all products including bundled or promotional items. All voucher codes are non-refundable.

 

Q7: Can I use the voucher available online at any MR.DIY stores?

A7: The online voucher only can be used at our website and it cannot be use at any MR.DIY stores.

 

Q8: Can the voucher exchangeable at the MR.DIY stores?

A8: The online voucher is non-exchangeable at any MR.DIY stores.

 

Q9: Do you have the 'Free Shipping Voucher'?

A9: We do not have a Free Shipping Voucher. Shipping fee will be deducted automatically if the orders meet the terms and conditions for Free Shipping Promotion.

[SHIPMENT]

Q1: How to know my order status?

A1: You can fill in your 12-digits tracking number at https://istoreisend.com/mrdiy/.

 

Alternatively, you can find plenty of useful information about your order using the ACCOUNT section of our webpage. Simply click the 'Account" button at the top of the page, log in, and you may track the progress of your order.

 

Q2: How to get the tracking number?

A2: Tracking number can be found via email from MR. DIY or you can contact our Customer Service for further assistance at [email protected]. Our Customer Service is available from Monday-Friday: 0900 - 1800.

 

The tracking number will be given once we have successfully processed your order and ready for shipment.

 

Q3: What is the estimated time for standard delivery within Peninsular Malaysia?

A3i) For any order made before 12.00 PM (Monday - Friday excluding public holidays):

The parcel will be shipped out from our warehouse within 1-3 business days and expected time of arrival is within 2-4 working days (Peninsular Malaysia).

 

A3ii) For any order made after 12.00 PM on Friday, Saturday, Sunday, Public Holiday:

The parcel will be processed on the next business day and it will be shipped out from our warehouse within 1-3 business days and expected time of arrival is within 2-4 working days (Peninsular Malaysia).

 

Q4: What is the estimate time for standard delivery within East Malaysia?

A4i) For any order made before 12.00 PM (Monday - Friday excluding public holidays):

The parcel will be shipped out from our warehouse within 1-3 business days and expected time of arrival is within 5-8 working days (Sabah/Sarawak). Delivery to rural areas may require additional 2-3 business days.

 

A4ii) For any order made after 12.00 PM on Friday, Saturday, Sunday, Public Holiday:

The parcel will be processed on the next business day and it will be shipped out from our warehouse within 1-3 business days and expected time of arrival is within 5-8 working days (Sabah/Sarawak). Delivery to rural areas may require additional 2-3 business days.

 

Q5: What is the estimate time for express delivery?

A5i) For any order placed before 12.30 PM on business day:

You will receive the parcel within the same day between 2.30 PM to 8.00 PM.

 

A5ii) For any order placed after cut-off time of 12.30 PM on business day:

You will receive the parcel by next business day between 2.30 PM to 8.00 PM.

 

A5iii) For any order placed after the cut off time of 12:30pm on a Friday or on a working day before a Public Holiday:

Your parcel will be processed on the following business day and it will be scheduled for delivery on that same business day.

 

Q6: What should I do if the shipment exceeds the estimate time of delivery?

A6: The estimated ship dates are provided to us by the courier and are based on the courier’s shipping time. The best way to determine the status of your shipment is to check the tracking information. Kindly contact the courier with your tracking number to ask why this package has not been moved, otherwise you may always reach us via chat for faster response or contact our Customer Service for further assistance at [email protected]. Our Customer Service is available from Monday-Friday: 0900 - 1800.

 

Q7: Why I have been charged with shipping fee?

A7i) Standard delivery:

Free shipping is applicable within Peninsular Malaysia with checkout value must be above RM 20.00 and the weight volume must be less than 5 KG.

 

A7ii) Express delivery:

Free Express Delivery is only applicable within Klang Valley area with checkout value must be above RM 30.00 and weight volume must be less than 5 KG.

 

Q8: Do you deliver to international address?

A8: NO. For the time being, we only support local delivery within Malaysia.

 

Q9: Can I request for specific courier service to send my parcel?

A9: We are pleased to inform that we already have our own third-parties reliable and efficient delivery services. So, any request for a specific delivery service provider cannot be processed.

 

Q10: What if courier cannot send my order to my place and I have to pick up my order at their office? Will my journey fare be covered?

A10: Kindly be informed that we are unable to provide travel fare claim for the purpose of picking up order at the courier office.

 

Q11: Can I go directly to warehouse to pick my order up myself?

A11: We do not undertake any Cash On Delivery (COD) service. You are encouraged to make your order through our online store for a swift and secure transaction. Further to this we do not have a walk-in purchase service available at our warehouse.

 

Q12: I cannot track my shipment via tracking number given. Why?

A12: If you cannot track your shipment upon receiving the tracking number from us, kindly be informed that your shipment might have just been shipped out. You can check your shipment status within the next 24 hours.

 

Q13: Can I have individual tracking number for products I purchased?

A13: You will be provided with tracking number of the products by order-basis. If you purchased multiple products within one order, you will only be provided with one tracking number.

 

Q14: Why I cannot entitle for free shipping when I stayed in East Malaysia?

A14: The free shipping is only eligible limited to West Malaysia only.

 

Q15: How to check the calculation of the shipping fee?

A15: You may refer to the link here for more info: https://www.mrdiy.com.my/shipping-policy

 

Q16: What is the T&C for the express delivery?

A16: You may refer to the link here for more info: https://www.mrdiy.com.my/shipping-policy

 

Q17: How can I check the shipping fee of the product?

A17: You can try to add the product into your 'cart' and the shipping fee will be shown when you click 'View Cart' > 'Go to Checkout'.

 

Q18: Can I pre-arrange the date and time of delivery?

A18: We are currently using third party courier services. Thus, we do not exercise pre-arrange time delivery to avoid missing parcels.

 

[REFUND]

 

Q1: What is a credit memo that I have received via email?

A1: The credit memo sent to your email is to inform the amount of refund due to out of stock products, parcel failure to be delivered and others.

 

Q2: How do you usually refund the out of stock products?

A2: We will send a credit memo and an email to notify that certain products ordered are out of stocks. The refund will be done via credit card or online banking, depending on the initial payment method of the order.

 

Q3: Am I going to receive an e-mail notification if the products are out of stocks from my order?

A3: YES. We will send an e-mail notification to your registered email.

 

Q4: How long is the duration of the refund process?

A4: The duration of the refund process is within 7 to 14 working days.

 

Q5: What if I provided wrong bank account number for refund purpose?

A5: You can send an e-mail to [email protected] by providing the correct bank detail and information for us to process the refund. Please be informed that the refund cannot be completed if the transaction has failed. If the bank details given were incorrect, the payment could not be proceeded. Hence, you will be notified via e-mail. MR.DIY will not be responsible to provide any form of compensation if the customers provide the wrong account numbers.

 

Q6: Can my refund be transferred to another person’s bank account?

A6: YES. Your refund can be transferred to another person’s bank account upon mutual agreement and bank number confirmation by the requester.

 

Q7: Can I have my refund through cheque?

A7: NO. We do not support the refund process through cheque. ONLY refund through online banking is acceptable.

 

 

[CLICK & COLLECT]

Q1: What is C&C?

A1: Click and Collect (C&C) is one of MR.DIY’s convenient and flexible services where you can place an order online and collect it at the selected stores within 4 working days. Your orders will be shipped out from our E-commerce warehouse to be delivered to the selected stores. MR.DIY is currently in the midst of expanding the C&C services. As of today, we now have a total of 84 stores with C&C Services within Klang Valley, Johor, Perak and Penang.

 

Q2: How to check if MR.DIY stores in my area has C&C service?

A2: You can refer to the link here for more information: https://mrdiy.com.my/collect-at-mr-diy-outlet-list

 

Q3: Can I choose the nearest store to collect the parcel?

A3: The nearest store for C&C are available in this link: https://mrdiy.com.my/collect-at-mr-diy-outlet-list

 

Q4: When is the estimated time for the product/parcel delivery?

A4: The estimated time of your parcel to be delivered is within 2-4 working days.

 

Q5: Can I collect the ordered item directly from the selected/nearest outlet?

A5: The online orders will be ship out from E-commerce warehouse and it is not ready item from outlet. Thus, you cannot collect the ordered item from the selected/nearest outlet before receive the email notification to collect the parcel.

 

Q6: How do I know if my parcel is ready for collection?

A6: You will receive an email notification that your parcel has 'Arrived' or you can check the order status from your MR.DIY online account.

 

Q7: What are the documents required to be presented at the store?

A7: You MUST present a copy of notification email of your parcel arrival with a stated order number and tracking number. The printed copy/softcopy version of the notification e-mail are allowed for the store reference record.

 

Q8: Can I collect the parcel without waiting for an email notification?

A8: We do not recommend you to walk-in without the email notification as your parcel may have yet to arrive at the store. 

 

Q9: What should I do if the C&C estimated delivery time has exceeded?

A9: Kindly provide your order number to our Customer Service at ec[email protected] for further assistance.

 

Q10: Can I change the C&C address to my registered address?

A10: NO. We are unable to amend the registered address to avoid from missing parcel.

 

Q11: Can I change the registered address to the nearest C&C store address?

A11: NO. We are unable to amend the registered address to avoid from missing parcel.

 

Q12: Can I request my friend/family members to collect the parcel on behalf of me?

A12: YES. Your family members or friends may collect the order on your behalf, as long as they are able to present the confirmation email to any MR.DIY team member at the selected MR.DIY stores.

 

 

Q13: When I must collect my parcel after I received an e-mail notification?

A13: The parcel should be collected within 7 business days after it has successfully arrived at the selected MR.DIY store. Should no one be available to collect the parcel, the order may be forfeited after the stipulated time given. Therefore, we will not refund any amount that you have spent on your order.

 

Q14: Will I get my refund if I fail to collect my parcel without notifying MR.DIY Customer Service?

A14: NO. We do not refund for parcel that customers are failed to collect.

 

[RETURN & EXCHANGE]

 

Q1: How to request for product return?

A1: Upon login to your account, click 'Account' > 'My orders' > 'Return'. Fill up all the required information including the proof of pictures. Our Customer Service will respond within 2 working days. If the 'Return' button is not available, kindly send an email with the proof of pictures, reason for returning the product, and options for returning to [email protected]  within 7 days from the day you have received your parcel.

 

Q2: What is the condition for product return?

A2: You may refer to the link here for more info: https://www.mrdiy.com.my/for-which-reason-can-request-for-an-exchange-refund

 

Q3: What options are available for product return?

 

Q3i) Offline Exchange:

Upon receiving the approval email from [email protected], walk-in to any nearest MR.DIY store and exchange the received product with the similar/different product at similar/cheaper price by presenting the approval email for the store record. If you wish to exchange your product with other higher price/expensive product, you are required to top up the additional differences amount.

 

Q3ii) Offline Refund:

Upon receiving the approval email from [email protected], walk-in to any nearest MR.DIY store and return the product. Then, collect the approved refund amount at the store counter on the spot by presenting the approval email for the store record. You are not allowed to do any direct exchange at the store if you have initially requested for offline refund option.

 

Q3iii) Online Refund:

Upon receiving the approval email from [email protected], you need to ship out the product to our E-commerce warehouse by bearing the shipping cost. The refund will be processed to your bank account within 7-14 working days.

 

Q4: Is there any expiry date to return the product?

A4: YES. The expire date is within 7 days from the day you received your parcel.

 

Q5: How long I can request for product return once I received my parcel?

A5: You MUST send your request within 7 days from the day you received your parcel.

 

Q6: How to request for product return when the 'Return' button is not available on the website?

A6: Kindly send an email with the proof of pictures, reason for returning, and option for returning to [email protected]  within 7 days from the day you received your parcel.

 

Q7: Can I return the product at any MR.DIY store?

A7: YES, you can. You have to present the approval e-mail at the cashier counter for their record.

Please be informed that we do not accept any direct-product return from customers. Refund process needs to go through Quality Control inspection and can only be approved over the counter.

 

Q8: How to exchange the product when it is not available at the preferred MR.DIY store?

A8: You can either visit other MR.DIY store or, send a request to our Customer Service at [email protected] for offline refund.