FREQUENTLY ASKED QUESTIONS
- Where do you deliver?
We offer shipping to any where in Malaysia.
- How much does shipping cost?
We offer free shipping to anywhere in Malaysia.
- How long does delivery take?
Delivery is within 1 to 3 working days. Sabah and Sarawak may take an extra day or two.
- Has my order been shipped out yet?
Once your order has been processed and packed, we will email you a unique tracking code for you to keep tab on the status of your parcel at all times. This tracking code is sent to your registered email address. Please check your Junk Mail in case it’s there! Paid orders made before 3pm will be shipped out on the day itself. Orders made after that will be shipped the next day.
- Oops! The item I received is faulty!
We apologize profusely for this blunder and we hope it doesn’t deter you from making future purchases. We want you to have a good experience with us so if a faulty item is sent to you, please let us know immediately. Take a photo of your item (the part that is faulty) and include a short description along with your order ID and send to email@example.com. We will exchange your item for a new one. In the event your faulty item is out of stock, we will reimburse you in the form of store credit.
- I received an incorrect item.
Do let us know immediately via email at firstname.lastname@example.org along with your order ID and we’ll get it sorted out for you.
- An item is missing from my order.
Oh no! But not to worry! Send an email to email@example.com with your order ID and we’ll have it shipped out to you ASAP!
- Which address should I ship my order to?
If you are at work, it would be advisable to ship to your office address because postal services like PosLaju operate between 8:30am to 8pm on weekdays and 8:30am to 5pm on Saturdays. If no one is physically able to collect your parcel on delivery after two attempts, your parcel will either be held at the nearest PosLaju office to you or sent back to us.
- What payment methods do you accept?
You can either pay by:
Visa & Mastercard (Coming Soon)
If you check out in a currency other than your credit card’s currency, you may be subject to a currency-conversion fee from your card issuer. We recommend consulting your credit card provider for information on any applicable fees.
- Direct Online Transfer (Internet Banking such as Maybank2u, CIMB Clicks, Hong Leong Connect, RHB Now, Bank Islam Online, PBeBank, etc.) (Coming Soon)
- Public Bank cash deposit (Coming Soon)
- MOLPay Payment Gateway (Coming Soon)
If you pay through PayPal, PayPal will provide automatic currency conversion based on the current rate for MYR. Kindly note PayPal's currency conversion fee is added to the exchange rate, set by an external financial institution. Contact PayPal directly for more details regarding how they determine their currency conversion rates and fees.
- Visa & Mastercard (Coming Soon)
- I couldn't proceed with payment and my order status is Pending. How do I proceed?
Kindly contact us immediately via email, call or live chat and we'll assist in canceling your order so that you can place a new one. We'd ask for your kind assistance not to bank in/transfer the amount to our bank account as we can't guarantee the item you purchased is still in stock. In the case that you made payment manually and the item is unavailable, we will have to refund you in store credit.
- Can I cancel my order?
Yes, you can but you will need to email us at firstname.lastname@example.org as soon as possible so that we won’t process your order. If it’s too late to cancel your order, we will need to ask you to return the items and you will be reimbursed in the form of store credit. Please refer to "Shipping & Returns".
- How do I cancel an item from my order?
You will need to call us at our hotline (Coming Soon) as soon as possible.
Alternatively you can email us at email@example.com
If it’s too late, we will need to ask you to return the items and you will be reimbursed in the form of store credit. Please refer to "Shipping & Returns" on how to return an item.
- Why was my order cancelled?
In most cases orders are automatically cancelled if we do not receive payments from you via MOLPay/PayPal, or if no payment is made within 24 hours for direct bank-in. However if the amount has been deducted from your bank account, kindly email us at firstname.lastname@example.org and we'll sort it out right away!
- How do I add an item to my order after checking out?
You will need to make a separate order altogether.
- I received my order, but one of them is missing. What do I do?
We are terribly sorry about that! Please email us your order ID and the item you did not receive to email@example.com
- I've received an incorrect item in my order.
We are terribly sorry about that! Please email us your order ID and the item you did not receive to firstname.lastname@example.org. You will then need to return the incorrectly received item back to us. Click here for information on how to return an item.
- Do you restock items?
Some items are restockable. Whenever we get a restock, we will usually announce it in our website, so it’s good to check frequently.
- Can you let me know when an item has been restocked?
Unfortunately, we are unable to do so. Sorry! We usually announce restocked items in our website and Instagram, so don't forget to subscribe and check frequently!
SHIPPING & RETURNS
- What is your returns policy?
Returns are accepted if returned within 30 days of receipt (for local and international orders) in exchange for hurr shop Credit only. Only clothes that are unworn unaltered, unwashed and in sellable condition with returns label still attached can be returned. Beauty products, stationery, intimates, swimwear, accessories, including headbands and headscarves are non-returnable.
For returns and exchanges, customers are advised to notify us first at email@example.com by quoting the order number and product details. Shipping costs are borne by the customer and we are not liable until item reaches our office.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
We do reserve the right not to allow the return of products or refund of any transactions although the condition above is met.
Items that are damaged, marked or altered will not be accepted. Any items returned under these conditions and/or fall under non-returnable categories will be sent back to the customer.
- How do I return something to you?
You can return any item to us within 30 days of receiving your order (just make sure your items are in the original condition and garment tags still attached). Email us at firstname.lastname@example.org and provide us with your order number, name of item and the reason for returning. Our customer service representative will be happy to assist you with the return process.
- Can I exchange my item to a new size/color?
Yes of course! When you return your item to us, kindly state in the return form the new size/color that you want and we'll process it accordingly. If the item is not available in stock, we will have to give you store credit instead.
- Will you refund me my delivery charge?
You may drop off your parcel for free at your nearest PosLaju branch with the consignment note provided in your parcel. However if you did not get one and/or you get charged for your parcel, send us a photo of the receipt and your bank account details. We will then refund the amount accordingly to your bank account.
- I have been refunded the incorrect amount.
Do email us at email@example.com and we will update your store credit accordingly.
- Have you received my returned items?
We will email you as soon as we receive and process the parcel to let you know that it is safely in our hands.
- I returned an item and it was incorrectly refunded or replaced.
We will email you as soon as we receive and process the parcel to let you know that it is safely in our hands.
- Can I come and collect or return a parcel in person?
We truly apologize as we don't accept walk-in pickup and/or returns at our warehouse. You may ship your item to us or arrange a free pick-up by emailing us at firstname.lastname@example.org.
- Will my reward points be refunded if I return my item?
Unfortunately, reward points are nonrefundable as it has been utilized for your prior purchase
TERMS & CONDITIONS
1. USING OUR WEBSITE
1.1 Terms & Conditions of Website
1.1.1 By accessing and continuing to use and access the hurr.tv website at https://www.hurr.tv and any extensions thereof ("Website") and the products and services available through this Website (collectively, the "Services") you agree to these terms which shall be effective as soon as you access the Website. These Terms and Conditions are a legally binding contract between you and hurr.tv. If you do not agree to these terms and conditions then you must not access or use the Website and Services, you should leave the Website and cease use of the Website and Services immediately.
1.1.2 We may change these terms and conditions from time to time and so it is your responsibility to check these terms and conditions regularly. Your continuing use of the Website will demonstrate your acceptance of the amended terms and conditions. If you do not agree to the changes then you should stop using the Website immediately.
1.2.1 Before you can access or use some parts of the Website and Services, you will be required to register with us. When you register with us you confirm your acceptance of these terms and you are also confirming to us that:
- you are at least 18 years old and/or capable of forming legally binding contracts under applicable laws;
- the information which you provide when you register is true, accurate and complete;
- you will keep such information up to date; and
- these terms apply to you and you accept them fully.
1.2.2 We reserve the absolute right to refuse your application to register and to cancel your registration for the Website and/or the Services for any reasons whatsoever at our sole discretion at any time.
1.2.3 You are solely responsible for all use of your login details including, without limitation, your e-mail and password and for protecting their confidentiality. Your e-mail and password must not be offensive or vulgar words. You must not share these details with anyone or allow anyone to use your login details. You must immediately notify us of any unauthorised use of or access to your login details. Any activity under or in connection with your login details will be your responsibility, unless you have informed us in advance that your login details are being used without your authorisation and such communication has been acknowledged by us. We shall not be liable for any loss or damages suffered by you in relation to the use of your account.
1.3 Restriction of Access
1.4 Applicable Policies
2. TRANSACTIONS AND CONTRACT
2.1 Formation of Contract
2.2 Title & Risk of Products
2.3 Currency Conversion & Other Charges
3.1 Product Descriptions
3.2 Pricing Policy
3.2.3 We are under no obligation to honour any price quoted on our Website.
3.3 Product Availability
We make every effort to ensure that the products featured on our website are available and in stock, but there may be occasions where certain items might be temporarily out-of-stock. If a product is unavailable at the time of order, we may send an alternative item to you (upon your approval) or offer you a refund.
3.4 Product Sizing
Sizes and measurements quoted are approximate only and are listed as a guide. The actual size and measurements of the products may vary. If the size and measurement of a product is not as described or if the product itself is not as described, please return the product in unused condition with all tags intact.
Please note that you are responsible for all charges that relate to customs or duty that may be applied in certain countries. hurr.tv takes no responsibility for these charges or for any delays in your receiving any goods owing to customs' intervention.
4. LIMITATION OF LIABILITY & DISCLAIMER
4.1 Limitation of Liability
- loss of income or revenue;
- loss of business;
- loss of anticipated savings;
- loss of data; or
- any waste of time, energy or effort expended.
hurr.tv shall not be responsible for disputes between one or more users, or an outside party. If, by the use of the Website and/or Services you have a dispute with another user, you hereby acknowledge and agree to hold hurr.tv, our affiliates, officers, directors, shareholders, agents, and employees harmless and agree to release hurr.tv from any and all claims, demands and damages of any kind and nature arising from or in connection with such dispute.
5. BREACH OF TERMS & TERMINATION
5.1 Breach Of Terms by User
5.1.1 hurr.tv reserves the absolute right, in its sole discretion, to immediately suspend or terminate your account and/or access to the hurr.tv Website and the Services with or without any prior notification
- If you have breached any of the Terms and Conditions; or
- Where hurr.tv has reasonable grounds to believe that you are in breach of any of the Terms and Conditions, including any anticipatory breach where hurr.tv reasonably believes that a breach will be committed by you.
5.1.2 Notwithstanding anything to the contrary in these Terms and Conditions, you would also be deemed to be in breach of these Terms and Conditions if
- hurr.tv has reasonable grounds to suspect that you have used a stolen credit card or utilised a cloned credit card or other false or misleading information in any transaction with a counter party;
- hurr.tv has reasonable grounds to suspect that any information provided by you is not complete, outdated, untrue, false, inaccurate or misleading;
- hurr.tv has reasonable grounds to believe that your act or omission may cause financial loss or legal liability to the Website or our affiliates, other users or third parties; or
- upon receipt of a complaint or claim from any third party and where hurr.tv has reasonable grounds to believe that you have breached these Terms and Conditions.
5.2 Consequences of User's Breach
6. INTELLECTUAL PROPERTY
6.1 Right of Use
6.2 Restriction of Use
7. GOVERNING LAW AND JURISDICTION
Any disputes arising from use of this website will be governed by and construed in accordance with Malaysian Law and will be subject to the exclusive jurisdiction of the Malaysian Courts.
8.2 No Waiver
If any provision of these Terms and Conditions is held by any competent authority to be invalid or unenforceable in whole or in part the validity of the other provisions of these Terms and Conditions and the remainder of the Term or Terms in question shall not be affected.
8.4 Agreement Survives Termination
All provisions in these Terms and Conditions which by their nature are intended to survive expiration or termination shall survive any expiration or termination of the contract between hurr.tv and you.
8.5 3rd Party Rights
A person who is not a party to these Terms and Conditions shall have no right or remedy to enforce any term of these Terms and Conditions and nothing herein shall be construed to grant any such person any rights or remedies to enforce these Terms and Conditions against hurr.tv.