FAQs
Welcome to Grace Glisten’s FAQ page. Here you’ll find answers to common questions about orders, shipping, returns, refunds, and payments. If your question isn’t answered here, please contact our support team.
1. Orders
Q: How can I place an order?
A: You can place an order directly on our website by selecting your desired items, choosing size and quantity, and completing the checkout process.
Q: Can I cancel my order?
A: Orders can be cancelled before they are dispatched. Once your order has been shipped, it cannot be cancelled and must follow the return process.
2. Payment
Q: What payment methods do you accept?
A: We currently accept PayPal, which supports credit/debit cards and linked bank accounts. All transactions are processed in USD.
Q: Will there be additional charges for currency conversion?
A: If your payment is made in a currency other than USD, your bank may apply conversion rates or additional fees. These charges are outside our control.
3. Shipping
Q: Where do you ship?
A: We ship to Malaysia and the United States.
Q: How long will it take to receive my order?
| Shipping Region | Processing Time | Shipping Time | Total Delivery | Shipping Fee | Free Shipping Condition |
|---|---|---|---|---|---|
| Malaysia | 2–5 business days | 6–9 business days | ~8–14 business days | Free | Free on all orders |
| United States | 2–5 business days | 7–10 business days | ~9–15 business days | Free | Free on all orders |
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Popular styles: 1 business day (may ship within 24 hours)
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Customized orders: 3–8 business days
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Orders are processed Monday to Friday, excluding weekends and public holidays.
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Orders placed after 18:00 (GMT+8) or on weekends/holidays will be processed the next business day.
4. Returns & Refunds
Q: Can I return or exchange an item?
A: Yes, items may be returned or exchanged if they are:
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Defective or damaged
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Non-defective but new, unused, and in original condition
Q: How long do I have to request a return?
A: All requests must be submitted within 30 days of delivery.
Q: Who pays for return shipping?
A: Grace Glisten covers all return shipping costs once your return is approved. There are no restocking fees.
Q: How long does it take to receive a refund?
A: Refunds are processed within 12 business days after we receive and inspect the returned item.
Refunds are issued to the original payment method.
Q: Are refunds issued in USD?
A: Yes. If you paid in another currency, your bank may apply exchange rates or fees outside of our control.
5. Customer Support
Q: How can I contact Grace Glisten?
A: You can email us at info@graceglisten.com or use the Contact Us form on our website. We respond to all enquiries within 48 business hours.
Store Address:
4, Persiaran Setia Makmur
Setia Alam, Seksyen U13
40170 Shah Alam, Selangor, Malaysia
Operating Hours:
Monday to Friday: 12:00 PM – 7:30 PM (GMT+8)
6. Additional Questions
Q: How do I know my order has been shipped?
A: Once your order is dispatched, you will receive a shipping confirmation email with tracking details.
Q: Can I change my shipping address after placing an order?
A: Address changes can only be made before the order is dispatched. Once shipped, you will need to follow the return process for any corrections.