FAQ

WHAT IS THE SHIPPING RATES?
For orders below RM 299:
- Semenanjung Malaysia = RM 10 per pair
- Sabah/Sarawak/Labuan = RM 30 - 40 per pair

Free Shipping:
- Free shipping in Peninsular Malaysia (above RM 299)
- Free shipping in Sabah/Sarawak (above RM 499)

WHAT IS OUR EXCHANGE AND RETURN POLICY?
- Exchanges can only be made for items of equal or higher value than the original purchase. We do not allow exchanges for items of lesser value.

-If you are exchanging a product, it must be exchanged for only one item. You cannot exchange one product for two or more items, even if their combined value matches the original purchase.

WHO WILL BEAR THE SHIPPING COST?
- Exchanges can only be made for items of equal or higher value than the original purchase. We do not allow exchanges for items of lesser value.

-If you are exchanging a product, it must be exchanged for only one item. You cannot exchange one product for two or more items, even if their combined value matches the original purchase.

FREE SIZE EXCHANGE IN MALAYSIA
All size exchanges in Semenanjung Malaysia are FREE (Only applicable for one-time exchange, next will be charged as quoted).

As for Sabah/Sarawak/Labuan the buyer would need to pay for the return shipping. We will cover the cost of shipping the correct shoes to you for FREE (Only applicable for one-time exchange, next will be charged as quoted).

WHAT IF YOU ORDERED THE WRONG SIZE AND WANT TO EXCHANGE SIZE?
Return back the shoes to us and we will send you the correct size. To be eligible for a return or exchange, your item must be unused and in the same condition that you received it. It must also be in the original packaging. You can only exchange for another product or products which cost the same or higher within 30 days of receiving the goods provided it is unworn, unwashed and unaltered.

HOW TO EXCHANGE SIZE?
- Please go to this link and fill the required information. click here
- Go to your nearest POS LAJU or any other shipping provider to return back item to us (you need to pay for returning back the products to us).
- Send your tracking number to +6017 - 648 6523 or click here.
- We will send you, your correct size for free.
- Your new tracking number will be send via whatsapp.

WHO WILL PAY FOR THE RETURN FEE?

- If the return, refund, or exchange is due to an error on our part (e.g., incorrect item sent, defective product), we will bear the shipping cost.

- For returns, refunds, or exchanges due to customer reasons (e.g., wrong size, change of mind), the customer is responsible for covering the return shipping fees.

AM IN ELIGIBLE FOR A REFUND?
If you are not 100% satisfied with your purchase from us you can return your item(s) for a refund (minus shipping cost) within 30 days of purchase. (Returns must be unworn, in the state you received them, and in the original packaging.) Merchandise returned without the original security tag attached or a damaged tag may not qualify for a refund.

WHEN DO I GET MY MONEY BACK?
After receiving back your item, we will transfer back your money via bank transfer (local Malaysian bank) or via Paypal (for international customer).

DELIVERY TRACKING NUMBER
Delivery tracking number will be emailed to you once it is made available. We usually ship within 1-2 working days after confirmation of payment. Please note that it may take up to 24 hours before your tracking code appear in Poslaju or J&T tracking system. Poslaju/J&T normally keys in tracking code at the end of the day.

TRACKING YOUR PARCEL
You can use tracking code provided and key it into the following links to track your shipment: https://easyparcel.com/my/en/track/

RECEIVER'S RESPONSIBILITY
It is the customer's responsibility to arrange a receiver for the shipment. We can only ensure that we ship to the correct address supplied to us during checkout process. It is advisable to consider having work/office address as receiving address over residential address. Please ensure the shipping address given is absolutely correct and accurate because we are unable take responsibility with inaccurate information.

THERE ARE A FEW ITEMS THAT CAN’T BE RETURNED:
- Sales Items and Value Buy Items
- Item marked "non-exchangeable, non-returnable, and non-refundable" on the product page.

SHIPPING ADDRESS FOR RETURNS
ZEVE INTERNATIONAL SDN. BHD. (1126030-P)
26-0, Block A, Platinum Walk, No. 2, Jalan Langkawi,
53300, Setapak, Kuala Lumpur

Phone number : +601123368619

Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

HAVING PROBLEMS?
Phone: +6017 - 648 6523 or click here (Whatsapp)
Email: cs.enquiry@gmail.com

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

RETURNS

• Am I eligible for a full refund?
  If you are not 100% satisfied with your purchase from us you can return your item(s) for a refund (excluding the shipping cost to you) within 30 days of purchase. (Returns must be unworn, in the state you received them, and in the original packaging.) Merchandise returned without the original security tag attached or a damaged tag may not qualify for a refund.
  
  
• What is our exchange and return policy?
  - Exchanges can only be made for items of equal or higher value than the original purchase. We do not allow exchanges for items of lesser value.
  
  -If you are exchanging a product, it must be exchanged for only one item. You cannot exchange one product for two or more items, even if their combined value matches the original purchase.

• What if you ordered the wrong size and want to exchange?
  Return back the shoes to us and we will send you the correct size. To be eligible for a return or exchange, your item must be unused and in the same condition that you received it. It must also be in the original packaging. You can only exchange for another product or products which cost the same or higher within 30 days of receiving the goods provided it is unworn, unwashed and unaltered condition. 

• Who will pay for the delivery fee?
  Buyer will bear the cost of delivery of the shoes back to us.

• How much is the return fee from our warehouse to you?
  Sadly, the cost of sending the shoes back to you for the second time is not free. You would need to bare the cost.

• When do I get my money back?
  After receiving back your item, we will transfer back your money via Paypal within 3 days.

• Shipping address for returns?
  ZEVE INTERNATIONAL SDN. BHD. (1126030-P)
  26-0, Block A, Platinum Walk, No. 2, Jalan Langkawi,
  53300, Setapak, Kuala Lumpur
  Phone number : +601123368619

PAYMENTS

• Who will process my payment?
  All payment and transaction will be redirected to Paypal page (secure and reliable) after check out.

DUTIES AND TAXES

• How are Duties and Taxes Calculated
  As the customer, you are liable for all import duties, customs and taxes levied. Payment of these is required to release your order from customs on arrival.
  
  You may be subjected to, but not limited to: VAT, import duties and/or taxes, which are levied once the package reaches the destination country.
  
  You may be subjected to paying taxes to the local customs authority in your country.
  
  Kindly note that ZEVE is unable to advise on the amount that you will be charged if you pay taxes locally.
  
  For more information regarding customs or import duties levied by your local customs authority, we suggest that you contact your local customs office.
  
  Kindly go to this link for reference: https://shipping.dhl.com.my/Global/FileLib/Malaysia/v2-Deminimis_2018.pdf

INTERNATIONAL SHIPPING COST

• Which countries receive DHL EXPRESS shipping?

COUNTRIES WITH DHL EXPRESS
SINGAPORE	BRUNEI

The price for DHL Express shipping is from 30 USD - 35 USD per pair.

If you cannot find your countries above, please read the next section.

As the customer, you are liable for all import duties, customs and taxes levied. Payment of these is required to release your order from customs on arrival. You may be subjected to, but not limited to: VAT, import duties and/or taxes, which are levied once the package reaches the destination country.

You may be subjected to paying taxes to the local customs authority in your country. Kindly note that ZEVE is unable to advise on the amount that you will be charged if you pay taxes locally. For more information regarding customs or import duties levied by your local customs authority, we suggest that you contact your local customs office.

• How long does it take for me to receive my order?

DHL EXPRESS SHIPPING (BUSINESS DAYS)
SINGAPORE	4-7 days
BRUNEI	4-7 days

 

• Who is your shipping provider?
  
  We will be using DHL Express shipping for most of our orders. DHL is extremely reliable and accurate in terms of speed and communication with you once your shipment arrived at your country
  
  However, you have options to choose from wide variety of shipping provider based on your budget/speed.

• What is my responsibilities?
  
  It is the customer's responsibility to arrange a receiver for the shipment. We can only ensure that we ship to the correct address supplied to us during checkout process. It is advisable to consider having work/office address as receiving address over residential address. Please ensure the shipping address given is absolutely correct and accurate because we are unable to take responsibility with inaccurate information. 

• How to track my shipment?
  Click here