FAQ

Faq

Order

Yes. If you already have an account, log in for quick and easy checkout. All of your saved information will be filled automatically. Simply review your order and complete your purchase. If you don’t have an account, you will be prompted to create an account during checkout.

  1. Search or browse the items that you want to purchase.
  2. Select your size, colour and purchase quantity, then click on ‘Add To Cart’ button .
  3. You may continue to shop by adding items to the shopping cart. Once you’re done with your shopping, click on ‘Checkout’ for your order confirmation and shipping details.
  4. Based on your shipping area, we will prompt you the shipping fee and the total payment to be
    made.
  5. Enter your payment details to complete your purchases.
  6. All successful online orders will receive a system-generated “Thank you for your order” email.
  7. All completed order will receive a system- generated “Your order is complete” email together with tracking number on it.

Out of stock can happen due to high traffic volume and demand by customers. In the vent if an ordered item is out of stock, we shall call to inform you on the affected items and issued you an e-Coupon with the same purchased amount as the items purchased. You can then use the voucher to make new purchases.

All orders received before 6pm will be processed on the day. Order received at weekend will be processed on the next working day which is Monday with the exception of public holiday.

Payment

All payment should be paid in MYR only. Our store accepts Direct Bank Transfer or PayPal to make online payments as it is fast, easy and much more secure. With Paypal, you can shop without disclosing your financial information. Customers can determine the methods of payment using PayPal by credit card, MEPS or bank transfer. Orders will not be delivered or shipped until payment is received. For more information, please visit About Paypal. https://www.paypal.com/my/webapps/mpp/home

Direct Bank Transfer

Bank Name: United Overseas Bank (Malaysia) BHD
Account Name: BABY KIKO SDN BHD
Account Number: 169-300-396-8
Swift Code: UOVBMYKL

After payment, please scan and email us copy of your receipt in order to complete your transaction. You will find the necessary details on the Bank Transfer slip from the ATM/CDM machine or online confirmation screen after payment. Please remember to provide us your name, order ID, amount paid and swift code if any in order for us to verify your payment.

Please make your payment and email us the Bank Transfer slip detail within 2 working days after placing your order to avoid your order being cancelled automatically.

e-Coupon

Trudy & Teddy may email e-Coupon to you time to time and we accept no liability for error in the email address of the voucher recipient. Trudy & Teddy E-Coupon are redeemable against any merchandise online at www. trudynteddy.com only within the time stated in the E-Coupon. Items must be purchase in one transaction and cannot be exchanged for cash, cannot be returned or refunded. Balance must be payable should the purchases exceed the amount of the voucher. Please treat e-Coupon as cash in term of security. E-Coupon cannot be replaced if lost, stolen or expired.

Delivery

Yes, we deliver internationally to selected countries. Click HERE for information. For countries which are not listed, kindly email us at trudynteddy@cmg.my to enquire.

Upon payment received, we aim to deliver within the time agreed upon purchase:

  • Local orders will be delivered within 3 – 5 working days
  • International orders will be delivered within 5 – 18 working days

However, we are unable to guarantee that all orders will be delivered within the stipulated time frame. The actual delivery time may vary depending on customs clearance, delays in the destination country, invalid delivery address, delays in shipments from overseas or third party, missed or cancellation of dispatches or any unforeseen circumstances.

Yes. We charge at a flat rate for Domestic delivery and volumetric weight for International delivery. You can find out the shipping fee after you’ve entered your shipping address at checkout page or cart page.

Trudy & Teddy does not charge any customs duties on international shipments, however we cannot guarantee that customs charges will not be applicable to your package when it reaches your country. We are required by law to declare the contents of international packages and to state the full value of the shipment, even if the package contains a gift. We are not responsible for these charges and cannot provide estimates as to what these charges may be. You are recommended to contact your local customs office or post office for further information.

Order Tracking

    1. Once your order has been processed and shipped, a parcel tracking number would be available and send to your registered email account.
    2. Delivery status of your orders may be tracked via;
        • Trudy & Teddy e-shop under the ” tracking” tab for Poslaju courier
        • POS Malaysia at www.pos.com.my or 1300-300-300
        • KTM Courier at +603-22671200
        • E-mail us if you not able to find solution through the above option
    1. Contact us or the courier company if the parcel is not received after the promise lead time.

Return & Exchange

  1. Trudy & Teddy commit to deliver quality products by adopting stringent quality control standard during the production and also made final inspections of the finished goods before delivery to customers to minimize any defects. Should you have received the items with manufacturer’s defects or delivery dispute, kindly return to us.
  1. All returns must notify us within 3 days of receipt of your order at trudynteddy@cmg.my in order to get the Return Order No. and send back to us within 7 days of receipt of your Return Order No to the below address:

    BABY KIKO SDN BHD
    Ext: Marketing Department
    No. 1 Jalan Industri PBP 13
    Taman Industri Pusat Bandar Puchong
    47100 Puchong
    Selangor Darul Ehsan
    Malaysia

  2. All returns must be accompanied by the Return Order No., unworn item with original packaging and all the merchandise tags attached in there-sellable condition. You are responsible for all goods sent until they arrive at our warehouse, and agree to bear the costs associated with returning your purchased item(s) to us. Please ensure to package the goods well to prevent damage. We strongly recommend that you use a reliable courier service with parcel tracking services.
  3. Delivery or shipping charges are not refundable.
  4. Once our Quality Control Department inspected the returned item(s), we will aim to process your return & exchange within 14 working days.
  5. Trudy & Teddy reserve the right to refuse a return or exchange of any item that does not meet the above requirements.
    Not able to find your answer here? Feel free to contact us at trudynteddy@cmg.my.