FAQs

Do I need to register for an account to make an order?

No, you do not need to create an account.
However, you can either choose to make an account first before making an order

OR
you can make the order first by adding items to your shopping cart and fill in your necessary
information during checkout. Your account will be automatically created with an auto-generated password which
you can change them later. The details of your automatically created account will be emailed to your registered
email address.

How can I pay?

We accept the following payment methods listed below:-
1. Paypal
2. Credit/Debit Card (via Paypal Guest Checkout : Paypal account is NOT REQUIRED)
3. Maybank

What shipping methods are available?

You will be able to choose your preferred shipping method during checkout. Shipping methods available are as listed below:-

 
Tracking Number
Proof of Delivery
1. Poslaju (Domestic only) - ETA 1-3 days
Yes
Yes
2. EMS (International only) - ETA 3-8 days
Yes
Yes
3. FlexiPack (Domestic/International) - ETA 7-14 days
Yes
No
3a. FlexiPack Free Shipping (Maximum 2KG):
- Malaysia
3b. FlexiPack flat rate of RM55 (Maximum 2KG):
- Brunei
- Singapore
- Cambodia
- Hong Kong
- Laos
- Myanmar
- Philippines
- Thailand
- Indonesia
- Vietnam
3c. FlexiPack flat rate of RM83 (Maximum 2KG):
- Other countries

How long is the processing time?

We require a processing time of 1-3 business days before we are able to ship your items out.

Can I cancel my order?

You can cancel only if you have not make the payment yet. If the payment has been made, we will proceed with the order and will not be able to cancel the order.

Can I add more items to my order given that I have not proceeded with the payment?

If you have not made the payment yet and decided to add more items to your order,
you can proceed to make a new order and later inform us to cancel your previous order by submitting a ticket via the "Contact Us" page.

Can I add more items to my order after payment has been done?

Due to the system, it is not possible for customers to add more items once the order has been finalize with a payment but please contact us through the "Contact Us" page and submit a ticket by prodiving us with the order number and also other necessary information.

What happens if your parcel is returned back to JES given that your shipping address is correct?

We will inform you that your parcel is returned back to us despite the right address. 
You can opt to resend your parcel but you will have to pay for the shipping cost again. 
OR
You can opt for a refund. If you opt for a refund, we will refund only the cost of the items and we will not refund the shipping cost. 

On the other hand, if there is no respond from you within 4 weeks after we inform you regarding the returned parcel, we claim the right to cancel the transaction and re-list it and we will not provide any refund.

Will there be any tracking number for the parcels?

Yes, we will provide you with the tracking number once shipping is completed.

What happens if there are delays during shipping

Delays during shipping might occur depending on country.
Unfortunately, we do not have any control when it comes to delays.
Please enquire at the respective courier service company with the tracking number provided.


Inform us if its taking too long.
We will work with the courier service company to open up an investigation.
The investigation might take some time.
The purpose of the investigation is to know the exact location of your parcel. 

What happens if items received are damaged/lost?

There are 2 ways to proceed if the items received are damaged or lost:
1. Via Paypal (Only if payment is done via Paypal)
File a dispute via Paypal.
We will work alongside Paypal to ensure you are fully refunded.
Damaged items must be returned back to JES within 5 business days upon date of arrival.
We will fully refund you after we have received the item(s).

 

2. Via Courier Service company (if payment is done other than Paypal)
All shipping method option comes with insurance.
Insurance covers damaged or lost items.
Please follow the steps below:-
Step 1 : Inform us about the damaged items.
Step 2 : File a report at your post office or courier company.
Step 3 : Inform us once report has been made.
Step 4 : Please wait for a follow-up from the post office or courier company.

If you are unsure, you can always contact us and we will gladly assist you.

Who should pay taxes incurred by customs (if incurred)?

We are not liable for any taxes incurred by the customs. You will have to be responsible for any taxes incurred by the customs. Taxes incurred may vary depending on country.

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