FAQ

Q. How do purchase my order on the site?

To order your purchase :

  1. Click “Add to cart” button on the products you wish to purchase.
  2. Click “Continue Shopping” to continue add other products into the cart or click “Checkout” to proceed your payment for the products.
  3. You'll reach a log in page where you need to log in your account using your Username and Password. If you don't have an account created yet, you need to register an account before you proceed your payment.
  4. You'll need to confirm your shipping address on the “Shipping Address” page and click “next” button.
  5. From here, you need to select your shipping methods and click “next” button.
  6. Next you'll need to choose your payment method then click “next” button.
  7. After the steps before this have been done, You need to reconfirm your billing details and agree on the terms and condition.
  8. Click “Confirm Order” to complete the order.

Q. How to apply discount coupon for online order?

  1. Log in to shop. Go to “My Account”- “View my Coupon”.  Press to “View Available coupon”. You will see all coupons available for your use. Press “Copy Code”.
  2. Go back to shop and choose products to buy. When you finish press “Check out”.
  3. On open page fill up your Shipping Address. Paste your coupon code to “Coupon Code” box, press “Apply”. You will see discount applies to total.
  4. You may continue shopping and will see discount on product when you add it to cart.
  5. Press “Continue to Shipping Method” if you want to complete your order. Follow by steps.

Q. What are the payment methods available?

www.ivanovachest offers various kind of Payment Methods as shown below :

1. Credit Card via Paypal (Visa/ Mastercard/AMEX/Discover)

2. Credit Card (Visa/Mastercard) and Online bank transfer via MOLPay (Alliance Online, Am Online, CIMB Clicks, EON Online, Hong Leong Online, Maybank2u, RHB Online, FPX (Maybank2U, HL Online, RHB Online, Bank Islam, PbeBank, CIMB Clicks)

3. Bank Transfer/Online bank transfer via Maybank (Maybank2U) / Public Bank (PbeBank)
4. Bank Transfer all other banks (if you reside in Malaysia)


Q. How to change my account personal information and shipping address?

Log-in your account Click on “Account Maintenance” Edit your account information and Shipping address here.

 

Q. I forgot my Password for my account. What should I do to retrieve it?

  1. Click on “Lost Password?” and fill your email that used to register the account in the box.
  2. Click Submit.
  3. A verification token will be sent to you. Once you have received the token, you will be able to choose a new password for your account.

Q. Can I cancel an existing order that have been made?

Yes,  only if the order is still on "pending" status.
- Please send an email to our customers service email at
admin@ivanovachest.com with the message title “Request to cancel order” in order to inform us about the cancellation order.
- Orders that are in "shipping" or "shipped" status will not be cancel.


Q. What is the product's transaction currency?

All products transaction currency will be done in MYR (Ringit Malaysia).

 

 Q. How long does it take to process orders?

Most orders are processed and shipped within 2 business days.  If for some unusual circumstance we do not have a specific item in stock for immediate shipment we will offer either a replacement item similar to the item you purchased (color, size, shape) or notify you of the time and date the orginal ordered item will be available to ship, with the option to wait for the completion date to ship the entire order, ship the back ordered item separately when completed or cancel the entire order. 

 

Q. Do you have minimum order requirements?

We dont have minimum order requirements. If you only want to place an order with us for one small item, we'll be happy to serve you. 

 

Q. Where Do you Ship From?

We ship from Malaysia

 

Q. Do I have to Pay Customs Duties or Taxes?

If there are any additional charges generated for customs clearance (SST or V.A.T. or other Taxes), these charges are the buyer’s responsibility. Please check with your country’s customs office to determine what these additional costs will be prior to purchase.

 

Q. How long does the delivery usually takes?

Delivery Times are Estimates and will vary from country to country depending on customs and your local postal system processes. 

For Malaysia it will take 1-5 days (We are using Post Laju service)

For most other countries, estimated Delivery for Registered Airmail is 10 to 30 business days.

Russia, Malta, France, Italy & South American Countries. 

Orders shipped to these countries "may" take longer for delivery (even using Post Laju Express Post). This is due to slow customs and postal system processes in your country.

*Some private Carriers such as FedEx or UPS may have a brokerage fee upon delivery.

 

Q. I haven’t received my order yet? 

If you have not received your order within 5 business days for Malaysia or 20 business days for other country from the date shown on your ship notice, please contact us we will check the delivery status of your order. This tracking process usually takes 24 to 48 hours.

 

Q. Are there color and shape variances in your items?

With any product color shape may vary slightly than the photos shown online.

Because of variances in configurations of computers and monitors the colors you see may be slightly different. 

 

 Q. I did not receive a reply to my email address.

Many e-mail service providers use very strong anti spam filters. If you have not received a reply from us please check your spam or bulk mail folders. If you do not find our reply to your message please check with your service provider to adjust your spam or bulk mail filter and send a message to us again.  Our response time for e-mails is usually within 24 hours. 

 

Q. I still have doubts!

Sorry that we're unable to clear your doubts in the F.A.Q page. Please kindly send us an email admin@ivanovachest.com for us to clear your doubts.