FAQs

ACCOUNT PROBLEM

To update or change your personal information, please click on [my account] icon at the top of the page.

If you have an existing account with us and have forgotten your password, please click the [my account] icon at the top of the page. On the login section, click [lost your password] and enter your username or email. We will then send you an email with instructions to reset your password.
If you don’t receive your password reset email within 1 hour, please check your spam folder. If the email is not in your spam folder, please email us at online@yoongonn.com so we can investigate further.

PAYMENT

Our shopping cart accepts payment from online bank transfer, e-wallet or major debit/credit card.
Prior to confirming your order, kindly carefully review the total amount and content(s) within your cart.

Credit card number, expiry date and CVV number are require.
SYARIKAT YOONG ONN SDN BHD will not hold any of the credit card details, as the information will be encrypted and processed by senang pay.

All credit cardholders are subject to authorization by the credit card company.
If the company refuses to or does not for any reason authorize payment then we will not be able to accept your order.

The Card Validation Code (CVC) is the last three small numbers printed on the back of your credit or debit card. Turn your card over, and look at the signature strip. You will see some printed numbers.

Here are a few things to check if your payment did not go through.
Check that your card’s billing details (such as the security code and billing address) match, check that your card is not expired.
If none of these apply, please contact us [here]. We are more than happy to help!

We frequently run brand-wide campaign. However, unless otherwise stated, if a promotion is available online, it will be exclusive for online purchase only and not available in our Jean Perry offline counter.
We do have many exciting in-stores offers too, so don’t miss out!

All products transaction currency will be done in MYR.

No. We do not have cash on delivery service.

ORDER 

Please note that we are unable to make changes to your order once it has been confirmed. 
Kindly check details and items are correct before finalizing your orders.

Yes, only if the order is still on pending status. (This situation did not allow for sales peak season or during festival sales).
Please contact our customer service team or email us with a title of “Return & Refund”, also please mentioned to us your order ID and personal information in order to let us process the cancellation as soon as possible.  
No cancellation is allowed once the order is process to shipping or shipped status.
However, you are allowed to return the product(s) within 7 days that comply with our Return Policy. 
Refund will be made to your original form of payment. Do take note that shipping costs are non-refundable, you will be responsible on the shipping cost for returning the items.

Product(s) will be kept in your shopping cart; however, Jean Perry does not guarantee that items you save in your cart will remain in stock. 
Therefore, if the item sells out, you will be able to see that information in that section. 

When you place an order on our website, you will receive an email containing your order and invoice.

We apologize that your order has been cancelled, the reasons for cancellation are normally due to a payment problem, stock issue or due to a technical error on our website. Please contact us via email at online@yoongonn.com or call us on (+ 603) 8942 898 Monday to Friday, 9:00 a.m. – 5:00 p.m. and Saturday 9:00 a.m. – 1:00 p.m.

Please accept our apologies if this have caused any confusion. If you have any further questions about this refund, please contact us at online@yoongonn.com or call us on (+ 603) 8942 898 Monday to Friday, 9:00 a.m. – 5:00 p.m. and Saturday 9:00 a.m. – 1:00 p.m.

In order to claim an online discount, you will need to enter a promotion code on the final payment page.
When you go to the checkout, underneath your order summary is a box which allows you to enter your promotion code. Click apply and your discount will be applied to your order.

The most common reasons for promotion codes not working are: expired codes, non-eligible products or not hitting promotion requirements. Please note that promotion codes are case-sensitive. If you are experiencing any problems applying your promotion code, please contact us at online@yoongonn.com 

1. Select the product you want and enter the quantity you need. Click “add to cart” for the product that you wish to purchase.
2. Click on the “shopping cart” at the top right hand – your full shopping cart will be displayed. 
3. Click on “check-out” at the bottom of the page. This will bring you to check-out page. You would need to enter in details such as billing, delivery and payment details.
4. Fill up all the details and proceed to payment! Once the payment is done, then you have success to make an order with Jean Perry. 

You may update your address book by clicking the “my account” icon at the top of the page and selecting “address”, from here you can add, remove and amend your addresses. If you have already placed an order, changes will not alter the delivery details of your existing order.

We always work to get shipments out as quickly as possible, so your order details would be locked and sent for processing as soon as we confirm it. Once you successfully make an order, any amendments to your order will no longer be possible. We always suggest reviewing your cart and shipping details carefully before you check out!
Therefore, adding items or combining orders is NOT available. Kindly place another order should you need to buy more items and they’ll be sent to you accordingly.

SHIPPING & DELIVERY

The shipping options may vary depending on the delivery address and the products purchased. We ship via DHL courier.
The estimated delivery time will be between 3-6 working days, depending on the delivery address. For more details you may refer to the [shipping policy].

Unfortunately, international shipping is not available at this stage. We only ship to Malaysia address for the time being.

Each order is carefully inspected and packaged for your convenience.
As part of our go green plan, your receipt is sent via email and not included within the parcel.

You should have received an email confirmation of your order about the delivery status and tracking information. At the meantime, you can also track your order [here].

Please note that we are unable to make changes to your order once it has been confirmed.
Kindly check details and items are correct before finalizing your orders.

As the recipient, you are responsible for any subsequent costs incurred for parcels returned to our warehouse due to attempted deliveries, insufficient/incorrect delivery information or failure to retrieve parcels from delivery centres. Standard shipping fees (please refer to the shipping policy) will be incurred for all parcels re-sent from our warehouse.
Please ensure that your delivery address and mobile number is accurate, to ensure your parcel(s) gets to you as quickly as possible!

If orders are undelivered during the first try, our courier will contact you to arrange another delivery attempt. We will attempt delivery up to 2 times before returning your order to the warehouse. If you require additional delivery after that, another round of courier fees will have to be charged.

Yes, that option is available during your checkout process.

Have you checked with your surroundings? We suggest to start by checking with your family, friends/colleagues, neighbours, receptionist, front desk or security guard. In most cases, they will have it.
If you have checked with your surroundings but still unable to trace your parcel. Please reach out to our [customer service team] with your Order ID / Delivery Order number, we will check for you.

RETURNS & EXCHANGE

Returns or exchanges are allowed within 7 days of receiving in following reason:
Damaged
Defective
Goods delivered do not fit the product description
Wrong item delivered
Missing parts
Products must be must be in its original purchase condition; product must be unwashed, unused, unmarked and not defaced in any manner. For more details and information, please check the return policy.
SYARIKAT YOONG OON SDN BHD has reserves the right to deny a return or exchange if the item(s) does not meet the return policy requirements.

If you received a product different from the one that you ordered, sorry about that! Please [contact us] within 7 working days and we will be sure to get you the ordered!

We apologize for your incorrect / missing / defective item. Please contact our [customer service team] or email online@yoongonn.com within 7 working days to place the item upon return, or refund you if the item is not available.

Unfortunately, our warehouse did not support exchanges for online purchases.

Our refunds are processed when your items arrive back at our warehouse. Please allow 5 working days for the refund to be processed. In the unlikely event that you haven’t received your refund within this time, please contact our customer service team by phone on (+ 603) 8942 898, from 9am – 5:00pm Monday – Friday, or email us at online@yoongonn.com and we will respond to you as soon as possible.

Oh no! This shouldn’t happen. But no worries! Please contact our [customer service team] so that we can make things better!

You can download your invoices by logging into your account or you may also contact our [customer service team] to help you for this issue. 

Please [contact us] within 7 working days of receiving your order and we will walk you through the process for returning the items.


Step 1: Provide the order number, product name(s), reason (item does not fit / defective item / incorrect item received) and picture of the item(s) via email.
Step 2: Once you have received our confirmation on the return, you may ship the item(s) back to SYARIKAT YOONG ONN using a trackable shipping service of your choice as below address.


* Jean Perry is not responsible for any lost return packages. Hence, a tracking number is a must.
Name:   SYARIKAT YOONG ONN (your order number)
Address:   Unit A-3A, 3A Floor, Mines Waterfront Business Park, Block A, 43300 Seri Kembangan, Selangor
Contact:   +603-8942 898 
Step 3: Email us the tracking number.
Step 4: Your refund will be processed via online transfer to your bank account or issue a credit to your credit card account.. This will be processed within 7 workings days of receiving the returned items.

Every return or exchange must be processed via the original mode and source of purchase. If you bought your item(s) through online, kindly follow the exchange / return guideline as above. 
For items that were purchased from Jean Perry counter, kindly return to the respective store and counter with your original receipt and products in its original condition within 7 workings days. 

Don’t worry, we’re here to help! Drop us a message at online@yoongonn.com along with the information below:


Email address:
Name:
Total amount paid:
Date of payment:
Method of Payment (Debit/Credit Card, Online Banking, E-wallet):
Credit card issuing bank:


Our customer service team will get back you as soon as possible. 

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