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FAQs

Common things you need to know?

My Account

How to change address

You may add or edit your address by going to: My Account > Addresses

How to write a high quality product review?

Ratings are a measurement of customer satisfaction towards seller’s service, attitude and product offered. With that ANHSHOP2U do respect the rights of each users to publish their rating for the item and service they received.

DO’S:

  • Write review based on your truthful experience with the product and/or seller’s service
  • Provide detailed feedback about product (quality, quantity, packaging) and/or seller’s service (shipping, attitude, customer service), whether the product meets your expectations, whether it matches the product description on the listing
  • Include image(s) of actual product received as evidence
  • Use respectful language


DON’TS:

  • Use language or images that are offensive to other buyers/sellers
  • Use language or images that are irrelevant to product quality/quantity/packaging or seller’s service
  • Display user’s personal detail

Account Security

ANHSHOP2U is committed to protecting the data of our users and to complying with all applicable data protection and privacy laws.

Below is a brief overview of how we collect, use and protect your personal data. It is very important to us to ensure that everyone using ANHSHOP2U has a safe and secure experience and understands how their personal data is collected and processed.

What data do we collect?
We collect the personal data you provide to us, including but not limited to:
Your name
Email address
Telephone number
Payment information
We also collect information associated with the browser, applications, and devices you use to access our services, as well as information about how you use our services and interact with the ANHSHOP2U platform.

For a more detailed list of the information collected, please refer to our Privacy Policy.

How and why do we use the personal data provided?
We may process your personal data for a number of reasons, including but not limited to
Communicating with you
Administering your ANHSHOP2U account
Processing your transactions
Improving our platform and services
Informing you of relevant updates
Personalizing your use of our services
Answering your queries
We also process your personal data in order to help us comply with the law, to manage our systems and finances, to conduct investigations, and to exercise legal rights.

For more information about the purposes for which we use the data provided, please refer to our Privacy Policy.

Who can access your personal data and why?
We limit the disclosure of your personal data to others. However we occasionally do need to disclose your personal data to certain third parties for legitimate business and legal purposes. These third parties include, without limitation,
ANHSHOP2U’s affiliates and related companies
Third parties that support or help administer our business and provision of services to you
Relevant public agencies and authorities
For more detailed information about how ANHSHOP2U may share your information with outside parties, please refer to our Privacy Policy.

Transfer of your personal data
Your personal data and other information may be transferred to, stored, or processed outside of your country. In most cases, your personal data will be processed in Singapore, where our servers are located and our central database is operated. ANHSHOP2U will only transfer your information overseas in accordance with applicable privacy laws.

Updates to our Privacy Policy
Please note that as technology, law, and our business evolve, we may need to update our Privacy Policy from time to time. Accordingly, we reserve the right to amend or update our Privacy Policy, and we encourage you to regularly review this notice and our Privacy Policy.

Your rights over your personal data
If you have shared your personal data with us, you have a right to:
Ask us what data we have about you
Ask for changes or updates to be made
Request to have your personal data deleted
If you do not want us to collect the your personal data, you may opt out at any time by notifying our Data Protection Officer in writing. Note, however, that opting out or withdrawing your consent for us to collect, use, or process your personal data may affect your use of ANHSHOP2U’s services. This can be done by contacting us using the email address: [email protected]

Contact us
If you have any questions or concerns about our privacy practices, we welcome you to contact us by e-mail at [email protected]

Exchanges & Returns

How can I get the refund for my cancelled order?

Cancelled orders are orders that did not manage to be processed successfully before the item is being shipped. With that cancelled order usually falls under 2 categories:
1) Cancelled before payment is being processed
2) Cancelled after payment had been confirmed

Once the order is cancelled, you will be notified through the app and email if you have a refund. The refund process will be initiated immediately after cancellation is approved.

If you made the payment using your ATM Bank Transfer / Online Banking / 7-Eleven Cash Payment, credit / debit card, the refund will only reflect back in your card within 7-14 working days by standard operating procedure from the banks.

Introduction to ANHSHOP2U Free Return with Poslaju?

Average Preparation time is the average speed ANHSHOP2U took to prepare an order and scheduled for a dropoff / pickup by courier service provider. It took 3 to 7 days for us to prepare your items.

What are the supporting documents required for a refund request case?

Buyer Received Wrong / Damaged / Malfunctioned Item / Incomplete Order

Proof that is commonly required for such claim:

  • Pictorial proof (Packaging box damages, physical item damages, consignment note of item received, picture of all item received in the parcel)
  • Video proof (Malfunction item)

Orders & Payments

I have already made my payment through ``Online banking``, why is my order status still ``To pay``?

Currently all online banking transaction is being processed by third party payment service provider MOLPay from your respective bank accounts to ANHSHOP2U’s bank account. 

In regards to this, under normal circumstances, the payment shall be matched to your orders and checkouts within 5 minutes upon payment successful status from your bank. However sometimes there may be technical delays that may need up to 8 hours to be processed and reflected to your orders accordingly. 

Under such circumstances, we do suggest you to be patient and do not cancel the order while you provide us your payment proof as per below for us to check and help you resolve the case soonest possible.

After you have obtained the proof as per above, please do provide it to our customer service by clicking HERE.

I have already made my payment / topup through ``Credit card``, why is my order status still ``To pay``?

Under normal circumstances, credit card payment will be updated and completed within 3 minutes upon successful checkout using OTP verification code. 

However, sometimes due to internet connectivity issue, it may caused the transaction to fail and not to be updated in time. Any failed transaction will be refunded back to your card within 7-14 working days processed by the bank directly.

If your order status has not been updated in time, please reach out to our customer service representatives HERE with your payment receipt for us to check for you again.

Why can't I check out / top up with my credit card?

As part of ANHSHOP2U’s efforts to ensure a safe and enjoyable shopping experience for our users, some system limitations have been put in place for credit card transactions to prevent transactions that are in violation of ANHSHOP2U Terms and Conditions. 

1) System Limitations
In the rare case of exceeding these limits, you can always choose an alternative payment option (e.g. bank transfer) to complete your checkout. 

2) Misuse of Credit Cards
Credit card payments on ANHSHOP2U are subjected to all transaction processing rules imposed by card schemes (e.g. MasterCard, Visa, etc.). Credit cards with activities suspected to be in violation of these transaction processing rules will not be allowed to make a payment on ANHSHOP2U. For more information, please do check our Terms and Conditions.

Shipping & Delivery

Delivery status of order has not been updated for more than 3 days after courier has accepted my parcel. What should I do?

Do check with your buyer if he/she has received the item as ANHSHOP2U Supported Logistics might have missed out the shipment’s status update occasionally.

If the buyer did not receive the item within 14 days after pick up date, please reach out to ANHSHOP2U to request for lost parcel claim from ANHSHOP2U Supported Logistics.

On the other hand it is possible that ANHSHOP2U’S tracking system is not updated in time along with ANHSHOP2U Supported Logistics Partner’s own tracking service. With that it is also advisable for you to refer to their tracking services as at POSLAJU tracking page.

Introduction to ANHSHOP2U Free Return with Poslaju?

Return refund process can be daunting and may take some time to be processed. Hence to make things easier for both buyers and sellers alike, ANHSHOP2U introduces ANHSHOP2U Free Return with Poslaju to both speed up the refund process as well as to reduce the cost of buyers sending damaged, faulty or wrong item back to the sellers.

Below are the process for you (buyer) to use ANHSHOP2U Free Return Shipping with Poslaju:
1) Print the return Air Waybill from your app or web.
* Do take note that in the event if you cannot or do not print out the waybill, you will not be able to return the parcel and may need to return using conventional written waybill which you will bear the return shipping fees.
2) Attach this printed waybill to the parcel you would like to return to the seller.
3) Lastly drop it off at the nearest Poslaju / Pos Malaysia branches for them to ship it back to the seller. Do be reminded that no payment will be required for this process.

Do note that you will not need to pay for the return shipping fees if you are using the return air waybill that is being printed from ANHSHOP2U.

Once you shipped the parcel, both you and the seller will be able to track its tracking status in ANHSHOP2U App within the return refund case directly.

In the event if you are not or would not like to return your parcels using ANHSHOP2U Supported Logistics – Poslaju, you may still proceed to send the return parcel with any other courier of your choice. Unfortunately this will require you to make payment for the return shipping fees for this order.

Not finding the help you need?

+6017 4863 696 - (Monday - Friday) 9.00am to 6.00pm

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