Help & FAQ

Help

CLOZE2U.COM is dedicated to provide our customers with the very best service. If you have any question or doubt regarding our products or services, please do not hesitate to contact us via the following methods:

1. Use the contact form on the site, click here
2. Email us at enquiry@cloze2u.com

Frequently Asked Questions

Membership

Q: Why should I register as a member?
A: You have to be a registered member in order to shop in CLOZE2U.COM. Registration is completely free.

Q: How do I register?
A: Click on Register / Log in link at the top right corner on the site, and follow the instructions under “Create your account” section.

Q: What are the benefits of becoming a member?
A: All registered members enjoy the following benefits & privileges:
• Able to collect loyalty points, which can be converted into discount vouchers
• Easier to shop as you do not need to enter your shipping information over and over again
• Able to be get updates on latest promotions and sales at CLOZE2U.COM

Q: What should I do if I’ve forgotten my password?
A: Navigate to login page and click on “Forgot your password?” link. Follow the instructions and the system will send a new password to your registered email address. We highly recommend our customers to change their passwords frequently for security purposes.

Q: How can I change my personal information?
A: You have to login into your member account first. You can find “My Addresses” and “My Personal Info” sections in “My Account” block, and you can update your information there.
Note: if you have changed you email address, please remember to use the new email address the next time you try to login.

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Discounts & Vouchers

Q: How do I find discounted products?
A: Look for the products listed under “Special” section, or products labeled with an “On Sale” icon.

Q: How do I obtain voucher
A: Vouchers can be obtained through the following methods:
• Convert from accumulated loyalty points
• Issued by site administrator as appreciation or compensation

Q: How do I use a voucher?
A: Voucher can be used in shopping cart. Go into your shopping cart page, enter your voucher code into “Vouchers” section, click on “Add” button, and the system will do the calculation and price deduction for you.
Note: Each voucher has expiry date and certain conditions. A voucher cannot be used if it has expired or the usage conditions are not met.

Q: Why can’t I use my voucher?
A: It could be due to the following reasons:
• It has been expired
• It has been used up to the limited number of times
• It is assigned to particular customer only
• It has been set to be used on products under certain categories only
• It has been set NOT to be used on discounted or promotional products
• It has been set NOT to be used together with other vouchers

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Loyalty Points

Q: How do I earn loyalty points?
A: For every successful order made, you will be rewarded with an amount of loyalty points based on the amount of your order. For every RM1.00 spent, you will gain 1 loyalty point. Click here for more information.

Q: What can I do with loyalty points?
A: You can convert your accumulated loyalty points into cash voucher where you can apply on purchases made in CLOZE2U.COM. All vouchers converted from loyalty points are valid for a year.

Q: Can I transfer my loyalty points into cash?
A: Loyalty point is non-transferable and non-refundable for cash under any circumstances.

Q: How do I check my loyalty point’s balance?
A: You have to login into your member account first. You can check your loyalty point balance under “My Loyalty Points” page. You can find the link to the page under “My Account” block.

IMPORTANT NOTES
*CLOZE2U.COM reserve the right to make changes to the above rate for Loyalty Points at any time without prior notice. The rate shown here will always be current.

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Order & Delivery

Q: How do I place an order?
A: You just need to complete the following 4 easy steps to place your order:
1. Add the items of your choice into your shopping cart by clicking on “Add to cart”
2. Click on “Check Out” in the shopping cart block on top right corner.
3. Follow the instructions and complete all steps.
4. Confirm the order to complete the transaction.

Q: How to check the status of my order?
A: You have to login into your member account first. You can check your order’s details under “My Orders” page. You can find the link to the page under “My Account” block. From there you can get the latest updates on your order, including the history of your past transactions.

Q: How do I receive my goods?
A: Goods will be delivered to your designated shipment address through PosLaju.

Q: When do I receive the goods that I’ve purchased?
A: As soon as your payment has been verified, your items will be scheduled to be sent out for shipment, and the goods are expected to reach you within 2 working days.

Q: Do you ship to PO Boxes or Military APO/FPO address?
A: No, we do not deliver to post office (PO, APO/FPO) box address.

Q: Can I change my shipping address?
A: You can add and change your shipment address while you’re placing and confirming your order. However, address cannot be changed once goods have been shipped.

Q: Why there is no carrier service available for me to choose from in the check out procedure?
A: Your selected shipment address might be out of our service area. Currently CLOZE2U.COM only processes shipment within West and East Malaysia.

Q: Can I cancel my order?
A: Customers are allowed to cancel their order provided that the payment for that order has not been made. We kindly suggest that our customer read the product information carefully before confirming your order.

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Payment

Q: How do I make payment for my order?
A: CLOZE2U.COM accepts payment through bank transfer. This can be done in offline mode (cash deposit / counter money transfer), or online mode (made through online banking account).

Q: Where and who should I make the payment to?
A: Please refer to Payment Method page for the details of our bank accounts.

Q: How do I know that my payment has been successfully made?
A: CLOZE2U.COM will process your order as soon as we receive system notification on the payment received. The status of your order will be updated to “Payment Accepted”, “Preparation in progress” or “Delivered”.

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Refund & Return

Q: I would like to cancel my order, but I have made my payment. How do I get a refund?
A: You have to leave a comment in your order details page or send us an email to request for an order cancellation. Refund will be issued once we have verified and processed your request. All refund will ne issued as a voucher which can be applied on other purchases on the site.

Q: I received my goods in damaged condition, or I received something that is not ordered by me. What should I do?
A: You should contact us immediately in order for us to start the investigation. You can contact us by emailing us with the required information. (Please refer to Shipment & Return Policy for more details)

Q: How can I get a refund for the damaged goods received?
A: We will investigate case by case, and we will either reimburse you with the relevant amount of money by issuing a Voucher based on the severity of the damage, or we can also make an arrangement to send a replacement good for you. (Please refer to Shipment & Return Policy for more details)

Q: Do I have to bear the shipment cost when I need to send the goods back to CLOZE2U.COM?
A: This is depending on the category of your case. Please refer to our Shipment & Return Policy which may be updated from time to time.

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Troubleshooting

Q: I’m having problem using or accessing certain part of the site, what should I do?
A: You can email us at enquiry@cloze2u.com. We will try our best to assist you with the issues you’re facing.

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