Enjoy FREE SHIPPING for orders RM400 and above (West Malaysia only)

Frequently Asked Questions

Orders
How do i place an order?
  1. First step is to register with us as a member by clicking here.
  2. All you need to do now is browse! You can search for something specific by using the search bar or if you’re looking for a particular type of item you can browse by category located along the top of the page.
  3. Once you have found the item you want, click on the SHOP NOW button.
  4. To review the items in your cart, hover on the CART icon at the top right hand corner of the screen.
  5. Proceed to payment with the CHECKOUT button.
  6. Provide your delivery information details.
  7. Choose your shipping method.
  8. If you’re happy with the items in your shopping bag, click ORDER NOW to complete your order.
I'm worried. Did my order go through?

You may check the status of your order in your account dashboard. If your payment did not go through, your order will be automatically cancelled.

My order has been shipped, when will I receive my products?

Once your product is dispatched, generally the courier takes 2-4 working days to reach you. For East Malaysia, it may take between 3-5 working days.

How do I check the current status of my order?

Check the status of your order by following these steps:
 

  1. Sign In to your account.
  2. Click on your ‘account' on top right of website header.
  3. Click on Your Order for your order summary.
  4. Alternatively, do check your email inbox for a Shipped Order notification with a tracking number.
  5. Should you need further assistance, please do not hesitate to contact us.
What does the different order status mean?

Pending:
Your payment has not yet been received. If you are using ATM/bank transfer, kindly email us your payment slip and we will process your order accordingly.

On Hold:
Your payment has not yet been received. If you are using online banking, kindly wait a few minutes for the payment gateway to process your payment. Contact us for assistance if the problem persists.

Cancelled:
The order has been cancelled by you or by our system when no payment has been detected.

Payment Received:
Your order has been received and we are in the midst of preparing your order.

Shipped:
Your order has been picked up by our courier service and you should receive your tracking details via email, kindly check your email inbox.

Complete:
Your order has been been collected by you or a person on your behalf.

How will I know if my order is placed succesfully?

You will receive an email confirmation from Imaan Kids. All relevant details of your order are in this email.

What do I do if there's problem with my order?

Kindly contact us and our customer service representative will assist you.

Can I cancel my order?

Yes, you can. Contact us immedately so that we don’t process your order. If it’s too late to cancel your order, kindly return the items and you will be reimbursed in the form of store credit.

However, do note that there will be administrative charge from the local payment gateway.

Why was my order cancelled?

If you've made an order and have yet to make payment, you will receive a payment reminder email. If payment is not received within 1 hour, your order will automatically be cancelled.

How do I reorder, if my order has been cancelled?

Go into your account page. Under “my order”, view the cancelled order and click “reorder”. Do contact us if you require assistance.

How do I add an item to my order after checking out?

You will need to make a separate order altogether or contact us for assistance.

Delivery
Is your delivery free?

FREE DELIVERY is available for orders above RM400 (after discounts) for West Malaysia.

East Malaysia and International orders are not entitled to free postage.

How do yo calculate postage for bulky items?

Postage is calculated based on volumetric weight and destination.

Do I need to pay additional postage for PRE ORDER items?

If your cart contains items with different delivery times such as normal items & pre-order items, we will deliver your order when all items are in-stock in a single delivery.

If you prefer to receive your normal items first, kindly contact us. An additional postage is required for the delivery of your PRE-ORDER items.

Where do you deliver? Do you ship worldwide?

Yes we do. We ship worldwide, around the globe. If your country did not listed upon the checkout, kindly contact us at info@imaankids.com for shipment charges before making your payment. We will advise you accordingly before you proceed to check out.

How long does delivery take?

2-4 working days for delivery within Peninsular Malaysia. 5-8 days for delivery to Sabah and Sarawak.

Has my order been shipped out yet?

Once your order has been processed and packed, we will email you a unique tracking number for you to keep tabs on the status of your parcel at all times. This tracking number is sent to your registered email address. Please check your Junk Mail in case it's there!

 

How do I track my parcel?

You can track your order by using your tracking number through the link given in sent email.

Oops! The items i received is faulty!
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I received an incorrect items

Do let us know immediately via email at info@imaankids.com along with your order ID and we'll get it sorted out for you.

An item is missing from my order

Opps! But not to worry! Send an email to info@imaankids.com with your order ID and we'll have it shipped out to you ASAP!

Which address should I ship my order to?

If you are working, it would be advisable to ship to your office address because postal services like PosLaju operate between 8:30am to 8pm on weekdays and 8:30am to 5pm on Saturdays
If no one is physically able to collect your parcel after two delivery attempts, your parcel will either be held at the nearest PosLaju branch or sent back to us.

What if I am not in at the time of delivery?
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What courier do you use to post items?

For local deliveries, we are using Poslaju, Citylink and J&T Express services. You may check thier delivery rate upon checkout.

Registration & Online Account
Do I need to register to shop?
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How do I create an account?
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By registering, will I automatically receive updates on sales and promotions?
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What do I do if I have forgotten my password or my password did not work?
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What is your privacy policy?
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Other Questions
I want to purchase, but it is SOLD OUT?
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Can you let me know when an item has been restocked?
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Do you have a shop?
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FAQ

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