i. General Enquiries

 

For all further inquiries, please do not hesitate to contact us via email at hotline@tisserand-my.com OR call us + 603-7806 6622/+ 603-7806 6663, Monday-Friday (excluding Public Holidays) from 9.00am – 5.00pm for assistance.

 

ii. Online Payment

 

What currency does Tisserand website accept?

We only accept payment in Ringgit Malaysia (MYR) via:

MasterCard, Visa Credit issued by local Malaysian and Singapore banks only.

Online payments via Maybank2U, CIMB Clicks, Hong Leong Connect, AmOnline and MEPS/FPX (All banks including RHB and Bank Islam).

 

Do you keep my credit card details?
We do not retain your credit card information after your order is completed; it is submitted directly to our banks.

 

How can I know if my payment was successful?
Upon payment success, you will receive an on-screen prompt to inform you that the payment has been received. You will also receive an invoice from us AND a payment confirmation from the online payment portal via email. Alternatively, you may check the status of your order via My Dashboard.

 

Why would my payment be rejected?

Credit Card

Check with your bank to ensure there are funds available to pay for your order.

Secondly, if you are using a MasterCard or Visa credit or Debit card to pay your order, we suggest you confirm that your card is activated and that your 3D secure details have been entered correctly.

Note: Only credit cards issued by local Malaysian and Singapore banks are accepted.

 

Online Banking

Ensure that you have registered an online banking account with your local bank.

Ensure you have disabled your browser pop-up blocker in order to complete the payment window.

 

What is 3D Secure?

3D Secure is a security feature which ensures payments using certain credit and debit cards are authenticated by the cardholder with their bank at the time of the transaction. 3D Secure is the common name for the technology behind MasterCard SecureCode (MSC) and Verified by Visa (VbV).

Your 3D Secure password is set up between you and your bank to further secure transactions made over the internet. If your card is enrolled with 3D Secure, during the payment procedure you will be prompted by your bank to enter a unique password to verify that the transaction is authorized by the card owner before completion.

 

For instance:

After submitting your MasterCard or Visa Credit or Debit card details at checkout, you will be prompted to key-in a unique security code which you will receive via SMS from your bank. This special security feature is a 3D Secure code.
Failure to submit details of your payment or password correctly will result in an unsuccessful online transaction.

For further assistance or inquiries, please do not hesitate to Contact Us.

 

 

How do I place an order?

You can order quickly and easily through our sites by clicking ADD TO CART.

 

There are a few ways to add the product that you wish to purchase into your Shopping Cart:

Every time you add a product to your Shopping Cart you will see a drop down box (mini-cart) at the top right corner indicating your Shopping Cart content. 

You may remove an item by clicking (x) on each product.

• From the Store Page (no quantity selection).
• From every product Individual Page (with quantity selection).

If you have logged in to our sites you will be able to see your saved product list(s) from your last visits.

How do I re-order from my previous purchase?
To re-order from your previous purchase:

Log in to your account – go to MY ACCOUNT – under MY ORDER.

All your purchases history is being stored here you may click on VIEW ORDER for details, and REORDER to make a purchase on the same order again.

Please make sure you have logged in for the system to capture all your purchases details.

 

What should I do if I have placed a duplicate order by mistake?

Please go to MY ACCOUNT > MY ORDER to view all of your orders.

If you see the duplicate order, kindly email us immediately, once we received your information, we will cancel your order and refund full amount on the duplicate order without additional charges.

If the duplicate order has been shipped and received, you will be refunded in full when the order is returned to our HQ.

Alternately, when we received suspected order duplication, we will contact you via email immediately for further instruction.

 

Can I place an order via phone, fax or email?

No. We do not accept phone, fax or email orders. All orders must be placed online.

 

How do I cancel an order?

Once you check out and make the payment you will not be able to cancel or change your order.

 

Is my order secure?

We guarantee that shopping with us will be a safe and secure experience. Your personal details are protected with the highest security standards.

All transactions are covered by our online payment gateway privacy policy and the site can secure your private information using an SSL Certificate.

Information exchanged with any address beginning with https is encrypted using SSL before transmission.

If you have any questions or concerns, please email us: hotline@tisserand-my.com

iii. Online Shopping

 

How can I make an online purchase without an account on the Tisserand website?

Choose the product you want and proceed to Checkout

At Checkout, enter your delivery information and choose your payment method

Place your order

You will receive an order confirmation from Tisserand website; and a payment confirmation email from the payment gateway

 

How do I track my order status?
You can track your order online 24 hours / 7 days by following these steps:

You will receive an email notification once the products have been shipped

You will provide a tracking code and you will able to track the shipment status via the GDEX website

 

Will I receive an order confirmation after placing an order?
An immediate confirmation with order summary will be sent via email. Order tracking email notifications will also be sent to keep you updated frequently on your order status.

 

Can I change or cancel an item in my existing order?
However, once you have confirmed your order and finalized payment, no changes can be made to the order. We advise that you carefully review and modify your order before payment submission.

  

How can I cancel my order?
Once your order has been submitted successfully and payment is received for your purchase, no further changes can be made. We advise that you carefully review and modify your order before payment submission.

 

What do the order statuses PENDING PAYMENT, CANCELLED, PROCESSING and COMPLETE mean?
PENDING PAYMENT: Awaiting payment confirmation.

CANCELED: Cancelled by an admin / the customer or payment failed.

PROCESSING: Payment received and the stock has been reduced. The order is awaiting fulfillment.

COMPLETE: Order fulfilled and the tracking code is available.

 

iv. Account Registration And Password Retrieval

 

How do I register on the Tisserand website?
It’s easy! Click on the Login / Register button on the top left corner of the website and you will be directed to an online registration form.

 

Forgot my password?
Click on the Forgot Your Password link in the Sign In page. You will be directed to the password retrieval page. Enter your e-mail address and we will immediately send a temporary password to you. Once you have successfully accessed your account, remember to update your password immediately.

  

How do I change my contact or address details?
You can go to My Account > My Dashboard page and change your details here.

 

v. Promotion And Discount

 

How do I apply discount code?

Enter your Discount code in the 'Enter Promo Code' box on the Cart Page. Please ensure the code you entered matches exactly with the one you have received (Discount Coupon codes are case sensitive). Click 'APPLY' button after entering your code.

 

Why my discount code could not be applied to my order?

Please ensure you fulfill the requirements to use the code.

Check if the code has a minimum order amount

Check if the code is only for the first-time customer

Check if the code is only valid for certain Products or Brands

Check the expiry date of your code

 

My discount code was invalid from the order

Ensure the code is not for first time customer only

Ensure the code has not been used before

 

Why is my discount/credits not reflected in the total?

Typically, only one of Discount or Credits can be used with an order. Discount is one-time use only unless otherwise stated. Discount is not valid with sale items or with any other discount or promotion. If you believe this is not the case or have other troubles using a discount coupon-code or credits, do not hesitate to contact us: hotline@tisserand-my.com.