GENERAL

HOW TO SHOP

Shopping at Kiyobaby.com.my is easy and convenient! Follow these simple steps to start shopping at Kiyobaby.com.my:

Standard Product

Step 1: Simply select an item you wish to purchase from anywhere on this site and the quantity. Where relevant, click on the “Add to Cart” button underneath each item. The item will then be added to your shopping cart at the top right corner of the site. Please be aware that by clicking “Add to Cart” you are telling our system you would like to purchase this item, in which it will be held for you for 30 minutes to complete your order. There is also an option for express checkout by clicking “Express checkout” button.

 

Gift Product

You can choose to buy standard product as a gift (subject to availability). This allows you to customise a personalised wishing card along with present wrapping option.

 

Step 1: Please choose the standard product and click the “Next” button. Please ensure that the quantity is one as we only allow single standard item customisation.

Step 2: Please choose an option whether to include customised wishing card (optional). If “Yes” is chosen, you will have an option to key in recipient’s name, personal message, and sender’s information. In PC version, user will get to see a live template for the wishing card. In mobile version, user will only get to see a fixed template. Please note that we will adjust accordingly to present in the best manner. There will be additional charge for adding wishing card. If “No” is chosen, there will be no wishing card in the package. Please click the “Next” button.

Step 3: Customer will have an option to wrap the gift using Kiyobaby available wrapping paper design. If “Yes” is chosen, customer can choose available wrapping paper design form the drop down menu. Please note that there will be additional charge for this option. If “No” is chose, the gift will not be wrapped. Please click the “Next” button.

Step 4: There will be a breakdown list for customisation. Please click “Add to Cart” button to proceed with the purchase or click “Back” button to go back to the previous step.

When you are done shopping, click on the “Shopping Cart” link at the top of the page. This action will lead you to your shopping cart summary, in which you can either review or amend your order details. You will be able to use the “Remove” button to remove an item from your shopping bag if you change your mind.

Step 5: If you are happy with your selections, click “Pay Now” to complete your order.

If you have already registered online with Kiyobaby.com.my, simply enter your email address and password. If you want to register and store your details with us for the next time you shop, fill in your email address and choose a password.

Alternatively, you can go straight to checkout to pay for your item(s) and arrange delivery by clicking “Checkout as a guest”.

Just follow the easy steps on screen and remember to have your payment and address details to hand and voila – transaction complete!

All you have to do now is sit back and wait for your parcel to arrive.

If you need any help placing an order or have any other queries about your order, please contact our customercare@kiyobaby.com.my.

CAN I ADD ITEMS TO AN EXISTING ORDER?

It is not possible to combine orders or add items to an existing order. If you would like all your items to be delivered together, you will need to cancel your order(s) and place a new order which contains all the items you require.

CAN I CANCEL OR CHANGE MY ORDER?

Once an order is placed it cannot be cancelled or changed (this includes changing the size/colour of an item, removing an item, changing the delivery address or any payment methods) but don’t worry you can return anything you buy easily.

Simply sign into your account and follow the returns process there. Once we have received the items back, we will process a refund in the form of store credit for you.

DELIVERY

HOW LONG WILL IT TAKE TO RECEIVE MY PRODUCT?

We will ship your product within 2 business working days after your payment has been verified. You will receive an email confirmation along with Tracking Number as soon as your order is dispatched from our warehouse. However please allow up to 14 working days to take into account the local postal services.

CAN I CHANGE MY DELIVERY ADDRESS AFTER MY ORDER HAS BEEN DISPATCHED?

We are unable to redirect orders to a different address after dispatch. Therefore, please ensure that all delivery information is correct prior to check out. We cannot be responsible for delivering to incorrect addresses.

DO YOU DELIVER TO WORK ADDRESSES?

We can deliver to your permanent residential address or your place of employment. If you want your delivery to reach you at work, you need to be confident that someone will be there to take receipt of the goods as the courier will deliver to the place not the person.

DO YOU DELIVER TO PO BOX ADDRESSES?

We do not deliver to PO Box addresses at this time.

WILL I BE CHARGED CUSTOMS AND IMPORT CHARGES?

Any additional taxes, fees, tariffs, import fees, and surcharges levied by destination countries are the responsibility of the customer.

Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country.

It might be a good idea to contact your local customs office to ascertain if any additional charges will be applied to your order, so you are not surprised by charges you were not expecting.

WHAT HAPPENS IF I AM OUT WHEN YOU DELIVER?

If no one is available to sign for the parcel when the courier attempts to deliver, they will leave a notification card at the delivery address confirming that they have tried to deliver. Please follow the instructions on the card left by the courier to arrange re-delivery or you can retrieve the parcel at the nearest delivery office.

AN ITEM IS MISSING FROM MY ORDER

Sometimes we don’t send everything you’ve ordered at the same time, so first of all, check your dispatch emails to see if any of your items will be arriving separately.

If your order has been sent separately then the delivery note will only state which items should be in that part of your order.

Please check the delivery notes from each part of your order to make sure you are not missing anything.

If something is missing, please get in touch with us at customercare@kiyobaby.com.my quoting your order number and the missing item and they will investigate the matter further.

I HAVE RECEIVED AN INCORRECT ITEM, WHAT DO I DO?

We aim to get your order right every time but we do occasionally make mistakes. If you have received an incorrect item, let us know straight away by contacting us at customercare@kiyobaby.com.my. We will try and sort it out for you as soon as possible.

For more information on our returns policy and procedures, please click here.

I HAVE RECEIVED A FAULTY ITEM, WHAT DO I DO?

All items are quality controlled and checked for any faults before they are dispatched to customers. Should you receive an item that is not in perfect condition, please contact us at customercare@kiyobaby.com.my immediately. Please note we will inspect all returns for faults. If an item is found not to be faulty, delivery cost will not be refunded. Please include as many details as possible about the order and the problem with the goods and we will get an alternative sorted out for you. For more information on our returns policy and procedures, please click here.

RETURNS

HOW LONG CAN I KEEP AN ITEM BEFORE I SEND IT BACK?

Items should be returned within 7 days of receiving your product. Please note that Returns outside these time frames may be accepted at our discretion.

HOW DO I RETURN AN ITEM?

1) Please email us at customercare@kiyobaby.com.my and state in as detailed as possible the reason why you want to send your item(s) back.

2) We will then issue a Return Number which is valid for the next 7 days.

3) Write your Return Number along with your name and address on the parcel and post it to us at

Sun Ta Toys (Marketing) Sdn Bhd

AG10038, KAWASAN PERINDUSTRIAN ALOR GAJAH III,

ALOR GAJAH, 78000 MELAKA MALAYSIA

Please note it is very important that when you return an item, we know the order number it relates to and your details. Without these details we won’t be able to take the action you want us to.

The number of days for us to receive the returned item and to process your return will vary depending on which postal service you use. However, once your parcel has been received, we will inspect and as soon as we are confident the goods are in their original condition, the refund will automatically be issued a store credit via PROMO CODE. You will be able to repurchase with the exact amount of discount using the PROMO CODE for a validity of 3 months

For more information on our returns policy, just click here.

HAVE YOU RECEIVED MY RETURNED PARCEL?

We recommend that you return your parcel by recorded delivery as this will allow you to track the whereabouts of your parcel. Once we have received your parcel and processed your item(s) we will send you an email to confirm that it has been returned and the refund has been credited to your account as store credit.

In the unlikely event that you do not receive this email within 21 days of posting your parcel to us, please get in touch with us at customercare@kiyobaby.com.my. We will be happy to help you!

HOW WILL I BE REFUNDED?

We will issue you a PROMO CODE that refunds your exact amount into store credit. An email will be sent to you with your PROMO CODE once we receive the returns.

I RETURNED AN ITEM AND IT WAS INCORRECTLY REFUNDED

We are very sorry if we made a mistake when processing your request! Please get in touch with us at customercare@kiyobaby.com.my quoting your order number who will sort it out for you as soon as possible.

Please note: Delivery charges are non-refundable (unless it is an incorrect or faulty item) so you will be refunded the full value of the item(s) returned less the delivery charges.

Payment

WHAT CURRENCIES CAN I USE?

All items will be charged in Malaysia Ringgit (MYR).

WHAT PAYMENT METHODS DO YOU ACCEPT?

We offer various ways for you to pay for your order, including major credit cards.

All payments are securely processed through MolPay, a reputable online merchant specialising in secure online payment gateways, which is owned by Berjaya Group.

Please note we can only accept one method of payment per order. When you have submitted your details, tick that you have read, understood and accept our privacy policy and terms and conditions, and confirm your order.

 

My Account

DO I NEED TO CREATE AN ACCOUNT TO PLACE AN ORDER?

It is optional to create an account to shop at Kiyobaby.com.my and may checkout as a guest instead.

However, if you do set one up, you will be able to enjoy the following benefits:

Entitle for Kiyo points customer royalty program

Place an order without having to fill in your details

Save your address and credit card details for faster shopping

Be the first to know about our exciting new collection, upcoming sales, giveaways and from time to time, little surprises.

You may sign up right now, or you may start shopping straight away and set your account up when you check out, whichever suits you best.

 

HOW DO I CHANGE MY ACCOUNT DETAILS?

Simply click “Sign In” at the top of the site and sign into your account using your email address and password. You can change your password, email address, phone number, delivery info or any of your other details in your “My Account” page anytime you want. If you have not visited us in a while, it is worth checking “My Account” to make sure all your details are up to date.

WHAT DO I DO IF I HAVE FORGOTTEN MY PASSWORD?

Don’t worry, it happens to the best of us. Just click on “Sign In” at the top of every page, select the “Forgotten Password?” link and type your email address into the box. A temporary password will be emailed to you in jiffy. If you do not find the new password email in your inbox, we recommend that you check your junk mail. When you have access into your account, don’t forget to change your password to one that you can remember for next time.

IS MY PERSONAL INFORMATION KEPT PRIVATE?

Please be assured that your personal information is kept private and confidential and at no point will we rent or sell this.

To register at Kiyobaby.com.my, we will need to know your name, email and mailing address. When processing your order online we require your billing address, delivery address, telephone number, credit card number and expiration date. If necessary, these details may be shared with a credit reference agency to verify your order.

Technical

I CAN'T SIGN INTO MY ACCOUNT

If you find that your email address or password is not recognised, please make sure you are using the same email address and password that you used when you registered with us. If you cannot remember your password, just type your email address in to the “Forgotten Password” box on the “Sign In” page, and we will remind you what your password is. You can change your password, main email address or any of your other details at any time just by signing in to “My Account”.

I STILL CAN'T SIGN INTO MY ACCOUNT/EMPTY SHOPPING CART

Should you still be having problems logging into your account, or trouble with your shopping bag, then you may need to delete your cookies. Please note that if you have items in your shopping cart, please make a note of the product name/code as deleting your cookies could clear this history. If you are still having problems, please contact us at customercare@kiyobaby.com.my.

IS IT SAFE TO ORDER ONLINE?

Any personal information given to Kiyobaby.com.my will be protected. Your information will not be disclosed to any third parties. Trapomalaysia.com server will secure your personal information with up-to-date firewall and advanced encryption techniques during the ordering process.

MY PAYMENT HAS BEEN DECLINED

Don’t worry – This can happen for a number of reasons.

Try checking the details in your Kiyobaby.com.my account to ensure that the card details such as the start date and card type are correct and your billing address is the same one the card is registered to.

If the problem persists, enter the details of another card and try that.

If you feel you are not getting anywhere then contact us at customercare@kiyobaby.com.my who will try to advise you further.

 

CONTACT US

We want our customers to have a great shopping experience, but we realise that from time to time things can go wrong. If they do, we have made sure you can find any information you need as quickly and easily as possible in our FAQs section which is specially designed to help you find answers to commonly asked questions.

In the event you do not find the answer you are looking for, simply email us at customercare@kiyobaby.com.my