FAQs

ORDERING

 

Q : Do I have to register as a member to order?

No. You can always place an order as a guest.

 

Q : How to place an order?

1. Choose product of your choice including size and quantity and ‘Add To Cart’.

2. ‘Continue Shopping’ or if you wish to proceed with payment click ‘Checkout’. To process your order, please sign up if you do not have an account, or you can also proceed as a guest.

3. Confirm your shipping address on ‘Shipping Address’ page before clicking ‘Next’.

4. Choose your payment method and click ‘Next’.

5. Reconfirm your order and click ‘Confirm Order’. We will dispatch out your order soon!

 

Q : Can I change my order / mind / address?

Of course you can. As long before your orders are prepared for dispatch. Please email us at info@decellini.com or WhatsApp +6012 447 9279  as soon and we will do what we can to make it right for you.

 

Q : What if the product out of stock?

It is unlikely that we will restock our products once they are sold out. But you drop us an email at info@decellini.com or WhatsApp +6012 447 9279, as they might be in stock at our nearby physical stores.

 

Q : Are the shoes true to size?

The shoes are true to size, if product description does not say something else. You are always advised to refer to size guide and size chart provided at each product page before placing an order.

If you are still unsure which size to take, feel free to contact us thru email at info@decellini.com or WhatsApp +6012 447 9279 for additional advice.

 


 

PAYMENT METHODS

 

Q : Which payment methods do you accept?

For local purchase, we accept Online Banking (FPX), ATM Transfer, Touch ‘n Go eWallet, Boost eWallet, and MCash eWallet.

 

Bank: PUBLIC BANK BERHAD

Account No: 3218 1150  25

Company: REGALCA SDN BHD

 

For International purchase, we only accept Online Banking (FPX) at this moment which is available at the checkout page.

 


 

DELIVERY

 

Q : Where is my parcel?

You will receive a shipment confirmation email with tracking details once your parcel has been processed and dispatched out. You can track your order here

If you have registered as a member, you can sign in to your DeCellini account and refer to ‘My Order' where your order number and status will be shown. 

 

 (Kindly note that courier system may take up to 24 hours for tracking information to be updated)

 

Q : Product(s) that I received is damaged / defective / wrongly delivered.

We are truly sorry about it! We always quality-checked our product(s) before parcel being delivered out. If you do receive a damaged / defective / wrongly product(s), please email us at info@decellini.com or WhatsApp +6012 447 9279 within 7 days of receipt with a picture of the product(s) and we will sort it out for you. Any shipping fees incurred will be borne by us.

 

Q : What happens if parcel not picked up / delivery is impossible?

After two delivery attempts fails, the parcel will be returned back to DeCellini. If you decide not to receive the parcel and wish to change it to store credits, we will issue store credits excluding shipping fee directly into your DeCellini account within 3 working days. However, if you wish to arrange for a third re-delivery, additional charges may apply. (Please refer to Delivery for the shipping fee charged and re-delivery fee)

 


 

ACCOUNT

 

Q : How to change my account personal information?

Log in to your account and click ‘My Account’.

 

Q : I forgot my password / I want to change my password.

Click ‘Log In’ and ‘Forgot Password?’. Enter your email address and submit. A verification token will be sent to you. Once you have received the token, you will be able to choose a new password for your account.

 


 

OTHER

 

Q : After I placed my order, the product(s) went into sale the next day. Can I claim for the different amount?

No. Once you have placed your order, the amount is fixed.

 

Q : The product(s) runs out of stock at the same time I placed my order for it and before its unavailability has been updated on the Site. What can I do?

You will receive a notification by email. We will then suggest another product(s) in exchange. If you are not satisfied with our suggestion and wish to cancel your order, a full refund will be credited to the original method of payment within 3 working days. If the product(s) has been discounted, refund will be based on the net amount that you have paid.