Question 1

What is Pay & Pick Up in Store?

Accepted Answer

This option allow you to reserve your item online and make payment in-store when you collect it. It’s perfect if you prefer to check the product and pay by cash or card in person.

Question 2

What is Buy Online, Pick Up In Store?

Accepted Answer

Buy Online, Pick Up In Store lets you shop on our website and collect your order at a physical store — no shipping fees and no waiting at home.

Question 3

How do I place an order for store pickup?

Accepted Answer

1. Select “Pick Up In Store” at checkout.
2. Choose your preferred store location.
3. Complete your selected payment method.
4. You’ll receive an email confirmation once your order is placed.

Question 4

What payment methods are accepted in-store?

Accepted Answer

We accept cash, credit/debit cards, and eWallets (depending on store availability).

Question 5

Which stores offer this service?

Accepted Answer

All of our retail outlets in Malaysia support store pickup. At checkout, you’ll see a list of locations near you. For more information, you can refer to : https://www.welfon.org/storelocation (https://www.welfon.org/storelocation)

Question 6

When can I pick my order?

Accepted Answer

We’ll send you an email (and WhatsApp message, if opted in) with your order number and pickup instructions as soon as it’s ready.

Pickup Service

Next Day Store Pickup:
 • Next day pickup is subject to stock availability.
 • Order at least 24 hours before the scheduled pickup time*.
 • Applicable for orders placed before 5 PM, subject to store operating hours.
	(We reserve the right to postpone non-compliant orders.)
 
Standard Store Pickup:
 • 1 - 3 working days*

*This is an estimated lead time and is subject to change

In the event that there is a change in your order status, a notification email or WhatsApp message will be sent to your registered email address or contact number.

Question 7

What do I need to bring when picking up?

Accepted Answer

• A copy of your order confirmation (printed or on your phone) 
 • A valid photo ID (NRIC) matching the name on the order

Question 8

Can someone else pick up my order?

Accepted Answer

Yes. If you authorize another person, they must present: 
 • A copy of your order confirmation 
 • Their own photo ID 
 • A signed pickup authorization note from you

Question 9

Can I change or cancel my order?

Accepted Answer

Please note that we are unable to accommodate any order cancellations once the order has been prepared for dispatch.

*Any voucher code used in a cancelled order will not be refunded/reinstated.

For further enquiries, you may reach out to our Customer Support team at customercare@welfon.com.my

Question 10

Will there be instances where my order may not be able to perform on schedule?

Accepted Answer

Yes, there will be. Occasionally, high order volumes may require additional time for stock transfers and scheduling. Please check your order status in your account before coming to collect your order, and contact our Customer Service team if you have any questions.

Question 11

How long will the store hold my reserved items?

Accepted Answer

Orders made online and scheduled for in-store pickup will be held at the store for 14 days. If you have not picked up your orders by the end of the 14th day, you will be contacted by our store agent and order will be delivered directly with additional delivery cost.

Question 12

Can I return items bought online?

Accepted Answer

Orders are returnable within 7 working days starting from the day the goods are delivered to you if they are incorrect, damaged or defective.

Incorrect:
The item is not the item you ordered. The model or colour is different from what is indicated on the order summary, or there are missing items or parts inside the packaging.

Damaged:
The item is found to be damaged upon receipt.

Defective:
For any Technical Defect, the customer must refer to our store nearby or customer support for further advise.

Returned items must meet the following requirements:
 • The item must be shipped back to us within 7 working days upon receipt. (as proved by the postal or courier receipt).
 • You have proof of purchase (order invoice number and receipt).
 • Item must be in new condition and returned in its original packaging along with all accessories (including manuals, warranty cards, certificate of authenticity) and free gifts received with it.
 • All packaging must be unused, unmarked and not defaced in any manner.
 • Item must be returned in the original box (or with, at least, suitable packaging) to protect the Product from damage during return delivery.

Question 13

How do I return or exchange a online purchase order?

Accepted Answer

Returns and exchanges can be handled at our store within 7 days of pickup. Please bring your order confirmation and the original packaging. Items must be unworn and in resaleable condition. We reserve the right to refuse any return or exchange that does not meet these criteria.

If your return meets all the requirements above and you wish to proceed with the return, please have your order invoice number ready and call our customer service careline at +603 8602 3726 (Malaysia) (10AM - 7PM(Monday - Friday)) or email customercare@welfon.com.my

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