How do I place an order?
Is it safe to use my card on your website?
We realise how important it is to securely store any information that you provide us. The Radley transactional web site currently uses high-level Secure Socket Layer (SSL) encryption technology, the most advanced security software currently available for online transactions. You can therefore rest assured that we take the security of your payment and personal details very seriously.
You can tell whether a webpage is secure as 'https' will replace the 'http' at the front of the www.radley.xxx.xx in your browser address window, also a small locked padlock will appear in your browser window.
How can I search items I want online?
Simply use the 'search' engine on the website and type in the product code or a description of the item you are looking for.
What payment methods do you accept online?
We accept all major credit and debit cards, with the exception of Amex cards. Online banking and PayPal are also available.
Do you have a catalogue you can send me?
We do not have a catalogue that we send out to customers. Product availability and new styles constantly update, so the best place to see what is available is our website.
Can I place my order by phone?
We are happy to take orders by phone simply call us on +60 (3) 2166 3836 press 4. Our business hours are 10am-5pm Mon – Fri (excluding public holidays).
Can I place my order by fax?
We are unable to take orders by fax, but you can shop online or by phone with complete confidence. Our website uses sophisticated software to provide the highest level SSL encryption technology to secure your online payment.
I've just confirmed my order; can I amend or add other items to it?
Unfortunately, we are unable to add items to your order. You will need to complete a separate order to purchase the additional items.
Should you need further assistance with an order you have already placed, please contact our Customer Services Team who would be happy to assist you.
Can I cancel my order?
We are so sorry that once the order and payment have been confirmed, the order cannot be cancelled.
What is the exchange rate for overseas customers?
We charge you for your order in Malaysia Ringgits or Singapore Dollars. Radley website do not charge any additional fee on exchange rate employed, however local bank may charge for additional fee/exchange rate should you purchase with currency different from your bank local currency. For further information, your local banks/card provider may provide additional details.
Will I be charged GST /VAT?
No, as GST in Malaysia is discontinued effective 1 September 2018. The total cost of the order is the price of the products ordered plus the delivery charge.
Will I be charged for local sales taxes and import duties on my purchase?
We will ship the item(s) from Malaysia to Singapore on a DDU basis (Delivery Duty Unpaid). This means the recipient will be liable for any local sales taxes or import duties which may be charged on the purchase. Please click here to contact us if you have any questions relating to shipping to your country. Radley cannot be held responsible should local customs authorities wish to confiscate any items or charge any import duty. The recipient is responsible for paying the duty.
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What delivery options are there?
Where do you deliver to?
We delivery to all addresses in Malaysia and Singapore, with the exception of P.O. Boxes.
Malaysia: Peninsular Malaysia and East Malaysia.
Singapore: All islands.
How long it takes to arrive?
We aim to dispatch your order within 3 working days of placing your order. The delivery usual arrives at your address within 2-3 working days (4-5 working days for East Malaysia, 6-7 working days for Singapore) after dispatch. Our customer service team will assist you should there be any enquires.
How do I track my order?
When your order has been despatched, you will receive an email containing your tracking number, you can use this to view the status of your order within the My Account section of the site.
If you have not received your tracking number, please contact Customer Services.
How will I know when my order is complete?
Once your order has been confirmed you will receive an email from Radley and your order goes into a queue to be processed for picking and packing. You may login to your account to view the status of your order at each stage of the process.
Do I have to sign for my parcel?
You will need to sign for the goods when they are delivered. In an event that you are not available, Courier Company will return the goods to a local post office or attempt another delivery. They should leave you a card to indicate what course of action they have taken.
What’s happen if there is a delay in delivery?
If the delivery of your order is delayed, this can be for various reasons such as import delays or delivery service is in high anticipated demand or no one to sign for the goods when they are delivered or incorrect shipping address provided. Radley will not be held responsible for delays and cancellations where the data provided by customer is incorrect. Although this is really out of our control, our customer service team is always happy to provide assistant.
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What is your Returns policy?
We hope that your order will be just what you want. However, if you change your mind about any products in your order you can return them for any reason within 10 days from the data of receipt of the items for a refund or exchange. Goods must be unused and in the original packaging. The delivery charge on the original order is non-refundable.
Do I have to pay for my return?
You are responsible for all shipment cost incurred in the order, and the courier / transportation cost incurred for returning the merchandise to our head office in Malaysia. We do not take any responsibility for parcel lost.
How do I return my item?
Our customer team will inspect the merchandise and advice on the refund eligibility. Please allow up to 14 working days for your refund to be processed upon receipt of your returned item(s). Should your parcel not arrive back to us within this timescale, we reserve the rights to refuse the return.
Can I return my order for replacement?
In the rare case you discover that the merchandise is faulty, you have the right to return your order for replacement. Please contact our customer service team for further arrangement.
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How do I use a promotion code?
You can add an applicable promotion code to an existing order at any time before payment is taken. To use a promotion code:
I forgot to add a promotion code to my order, can it still be applied?
Unfortunately, once your order has been confirmed, we are unable to make any amendments or apply a promotional code to your order.
How do I check if a promotion code has been successfully applied to my order?
On the payment page, you'll see within the ‘Order Summary’ whether any promotions have been deducted from the order total.
Why doesn’t my promotion code work?
How many times can I use the same promotion code?
This will differ depending on the specific promotions.
Whilst some promotion codes may be single-use only, others may be used as often as you like. The restrictions will be clearly displayed in the Terms & Conditions of each promotion code.
When does my promotion code expire?
Please check the terms and conditions of the offer to find out when the promotion code expires.
Can the promotion code be used with other offers?
You can only use one promotion code per order. Certain product ranges may be excluded from a particular promotion. The restrictions will be clearly displayed in the terms & conditions of each promotion code.
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My goods are faulty/damaged, what do I do?
If your goods are damaged or faulty when you receive them, please contact our Customer Services team who will advise you how to return the product to us.
If you request a refund or replacement due to faulty goods, we will assess the faulty products. If appropriate we will either refund you the value of the product and the original delivery charge, or action a replacement for which you will not be charged additional postage.
Refunds will be processed within 14 working days from receipt by our team. Notification email will be sent to you.
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For any enquires, you can contact us. Our customer service team will be happy to assist.