FAQ and Policy

ORDERS & PAYMENT

When will my order be confirmed?
You'll receive an email confirmation immediately after payment is completed. If you don't see it, check your spam folder or contact us at kedai@mandiri.my.

What payment methods do you accept?
We accept FPX, DuitNow, Touch 'n Go, GrabPay, ShopeePay, Boost, and debit/credit cards. All payments are processed securely via HitPay.

PRE-ORDER

What is a pre-order?
Pre-order means you are purchasing an item before it is produced. Payment is collected upfront at the time of order. Production begins after the pre-order window closes.

How long is the pre-order window?
Each pre-order runs for 14 days. Once the window closes, production begins based on confirmed order quantities.

When will my pre-order arrive?
Production and delivery typically takes 4–6 weeks after the pre-order window closes. We will update you via email at every key milestone — production start, dispatch, and delivery.

How do I cancel a pre-order?
Cancellations can be requested through your account on our website within 72 hours of placing your order, or before the pre-order window closes — whichever comes first. Alternatively, guest checkouts may submit cancellation requests via our contact page at kedai.mandiri.my/pages/contact with the subject line "CANCEL - [Order Number]". Approved cancellations will be refunded to the original payment method within 7–14 business days.

What if my pre-order is delayed?
We will notify you via email if there are any production delays. If we are unable to fulfil your order, a full refund will be issued.

SHIPPING

Where do you ship to?
We currently ship within Malaysia only.

How long does delivery take?
Regular orders are processed within 3–5 business days after payment confirmation. Delivery typically takes 3–7 business days depending on your location.

Pre-order items will be dispatched within 4–6 weeks after the pre-order window closes. You will be notified via email once your order is shipped.

How do I track my order?
A tracking number will be sent to your email once your order is shipped.

RETURNS, CANCELLATIONS & REFUNDS

Return policy
All sales are final. We do not accept returns or exchanges unless the item received is defective or incorrect.

How do I cancel a pre-order?
Cancellations can be requested through your account on our website within 72 hours of placing your order, or before the pre-order closing date — whichever comes first. Guest checkouts may submit cancellation requests via our contact page at kedai.mandiri.my/pages/contact with the subject line "CANCEL - [Order Number]". Approved cancellations will be refunded to the original payment method within 7–14 business days.

I received a wrong or damaged item. What do I do?
Contact us at kedai@mandiri.my within 7 days of receiving your order with a photo of the issue. We will assess and respond within 3–5 business days. If approved, refunds will be processed to your original payment method within 7–14 business days.

What if my order is delayed?
We will notify you via email if there are any production delays. If we are unable to fulfil your order, a full refund will be issued.

Can I exchange my size?
No. We do not accept size exchanges. Please check the size chart carefully on each product page before ordering.

PRODUCTS

What sizes are available?
Sizes vary by product. Each product has its own size chart — please refer to the size chart on the product page before placing your order. We do not accept returns or exchanges due to sizing issues, so please measure carefully before ordering.

What material are the products made of?
Materials vary by product and are listed on each individual product page. Please check the product description before ordering. We do not accept returns or exchanges based on material preferences.

Will the product look exactly like the photos?
Product images are for reference only. Actual colours, print placement, and finish may vary slightly due to production and screen display differences. These variations are not considered defects and do not qualify for a return or refund.

Can I return a product because of the size or material?
No. We do not accept returns or exchanges based on sizing or material. It is your responsibility to review the size chart and product description carefully before ordering.

Will there be new products?
Yes. Kedai Mandiri releases products in drops. Follow us on Instagram @kedaimandiri to be the first to know.

CONTACT

How do I contact you?
Via our contact page at kedai.mandiri.my/pages/contact or email us at kedai@mandiri.my. We aim to respond within 3 business days.