FREQUENTLY ASKED QUESTIONS– Mon Chéri Esssentials

What are your shipping methods?

We use Aramex and Airpak Express for local shipping. Fed-Ex is used for shipping overseas.

Do you ship internationally?

Yes, we do ship internationally. Shipping fees apply upon checkout. FREE SHIPPING for orders of AUD200 (Approx. RM600) and above.

How much is the shipping fee?

Shipping is free within Malaysia for orders above RM150. Otherwise, it is RM10 for West Malaysia and RM15 for East Malaysia for orders below RM150.

What is list of courier companies for local (Malaysia) shipping?

Aramex, BBB Express, Citilink, Pgeon, Ninja Van

How long does it take for my order to arrive?

This will depend on the amount of orders and destination. Please allow approximately 3 to 5 working days for Malaysia and approximately 1 to 2 weeks for international destinations.

It’s been 3 weeks and I still have not received my order. Where is it?

To guarantee delivery, it is best to send your order to your office or an address where there will be someone to receive it between Monday to Friday, 9am to 5pm. Please provide the correct and complete shipping address and at least one contact number. Also, do ensure that there is a recipient to receive the parcel on your behalf if you are unavailable to receive it. If you still do not receive your parcel within 2 weeks after the order placement, you may email us your Order Reference Number located at your order form to enquiries@moncheriessentials.com to check the status of your order.

What payment methods do you accept?

We are using iPay88 and PayPal Express online gateway. We accept payments via credit / debit card and online bank transfer.

What is iPay88?

iPay88 is an Internet Payment Switching Gateway through credit cards, Internet Banking (or E-Debit) and Electronic Wallet (E-Wallet), developed by The Mobile88 Group of Companies. iPay88 helps in completing a sales transaction via Internet channel securely. iPay88 also affiliates with banks such as Maybank2u, CIMB Clicks, Alliance Bank, Ambank, Hong Leong Bank and RHB.

Do you accept cash?

Unfortunately, we do not accept cash by mail due to security reasons.

My credit card details are not being accepted. What's wrong?

Please check with your bank or financial institution to rule out errors on their behalf. If problems continue to persist, please contact MON CHÉRI at enquiries@moncheriessentials.com

My computer froze while processing payment. How will I know if my payment went through successfully?

All successful transactions will receive a confirmation email that contains an Order Reference Number. If you have not received confirmation via email, please try placing your order again. Alternatively, please contact MON CHÉRI at enquiries@moncheriessentials.com.

Is it safe to use my credit card or provide my personal details or bank account number on your site?

Yes! Firstly, we do not store any credit card information on our website because we understand that the safety of your personal information is extremely important. On top of that we use a wide array of electronic and physical security measures and devices to protect your personal data and credit card information from unauthorised access. Secure Socket Layer (SSL) encryption is used for every transaction in order to ensure that your order is secure. SSL encrypts the transmissions from our e-commerce servers as well as your computer. SSL encryption works by forming a matched pair with the transmission from your computer transmission and our server, so that only data to and from these sources can be valid.

Is there a return policy?

Yes. You may return your order within 5 working days upon receiving the item(s) in exchange for a new one, provided that the item(s) is/are in its original packaging. Only damaged and expired products can be returned in exchange for new ones. Returns after 5 working days upon receiving the item(s) will not be entertained. Kindly notify our Administrator at admin@moncheriessentials.com prior to sending back damaged or expired products as our Administrator will provide a procedure guideline.

How do I return my goods?

Items can only be returned for Store Credit Points. If you wish to return an item, please fill in the Returns Slip Form you received with your shipment, and send the item back to us in its original packaging. If you no longer have the Returns Slip Form, please contact MON CHÉRI at enquiries@moncheriessentials.com and we will email a copy to you. Kindly fill in the Returns Slip Form, pack the item and send it back to: MC ESSENTIALS Sdn. Bhd. Unit 03-01, Soho 1, Empire Damansara No.2, Jalan PJU 8/8A, Damansara Perdana 47820 Petaling Jaya, Selangor. Once we have received the returned item, we will process your request within 5 business days and the Store Credit Points would be issued. An email notification will be sent to you once the Store Credit Points has been issued. Again, please note that Store Credit Points are only granted once returned items have been deemed to be in reasonable condition with its original packaging.

Do I get the money credited back into my account?

Unfortunately we are not able to credit money back into your account. For returned items, we are only able to issue Store Credit Points to be used on your next purchase.

Do I receive samples?

When you shop online with us, we may provide free samples to our registered members with only one sample for each product (subject to availability). From time to time, we will also send out samples for each new product at our discretion.

What is Store Credit Points and how do I use it?

Store Credit Points are issued through an email that will be sent to you from our customer service department. The email will contain a code and a value amount. You can use the Store Credit Points by entering the code into the Promotion Box on the bottom right side of your SHOPPING CART page, before you click the “Proceed to Checkout” button. Essentially, Store Credit Points and Voucher Codes are used in the same way. 1 Store Credit Point = MYR1.00. Store Credit Points are valid for 90 days from the date of issue. If you need assistance for combining or splitting your Store Credit Points kindly contact MON CHÉRI at enquiries@moncheriessentials.com

How do i place an order?

1. View the products you are interested in.
2. Click 'Add to Cart'. You can then choose to keep shopping or proceed to cart.
3. If you wish to keep shopping, repeat the process.
4. Proceed to cart and checkout. Review your shipping address and make sure all the details are correct.
5. If you have a discount code, key it in the discount tab.
6. Select a payment method: Paypal or ipay88 (Supports bank transfer and credit cards)
7. Click 'Place my Order' and proceed to payment.
8. You will receive an email confirming your order.

Can I track the status of my orders?

If you checked out as a registered user, you can track the status of your order by logging into your account and click ‘My Orders’. You may also check the status of your order(s) here: https://www.aramex.com/track/shipments However, if you purchase as a guest, you cannot track your order.

How do i make changes to my orders?

You can place a new order with the items you like and simply drop us an email at enquiries@moncheriessentials.com to inform us regarding the changes.

Where can I register as a member?

You can register as a MON CHÉRI member by clicking on 'Account', then ‘Login/Sign Up’ at the top right bar. Once you do, you can create your account and enjoy the special privileges, discounts and rewards as a member!

Do I get any special discount rates on all the products if I register as a member?

Please subscribe to our e-newsletter to receive special offers and rewards.

FREQUENTLY ASKED QUESTIONS

SHIPPING & DELIVERY