FAQs

Delivery

1. For international order, you have to pay your local sales tax as it is not included in the price that you pay. Customers acknowledge their liability for any local sales tax, fees and importation costs applied by their local government by placing an order on our website. These fees vary from country to country and can change frequently. As such Nemuree Shop is unable to give any indication as to what these costs may be and customers are advised to seek advise locally before placing an order.

Nemuree Shop cannot be held liable for any fees associated with the import of the goods into your country. If you decide to not pay any fees when your order arrives into your country, any costs incurred by Nemuree Shop as a result of retrieving your items may be withheld from any refund to you and Nemuree Shop may pursue additional costs from the customer.

2. Please note that if a package is unable to be delivered due to an incorrect or incomplete (delivery) address, we will still charge for shipping. Remember to check, whether your address is valid and complete.


3. Has my order been shipped out yet?
Once your order has been processed and packed, we will email you a unique tracking code for you to keep tabs on the status of your parcel at all times. This tracking code is sent to your registered email address. Please check your Junk Mail in case it’s there.

4. Oops! The item I received is faulty!
We apologize profusely for this blunder and we hope it doesn’t deter you from making future purchases. We want you to have a good experience with us so if a faulty item is sent to you, please let us know immediately.

Take a photo of your item (the part that is faulty) and include a short description along with your order ID and send to nemureeshop@gmail.com. We will exchange your item for a new one. In the event your faulty item is out of stock, we will reimburse you in the form of store credit.

5. I received an incorrect item.
Do let us know immediately via email at nemureeshop@gmail.com along with your order ID and we’ll get it sorted out for you.

6. An item is missing from my order.
Oops! But not to worry! Send an email to nemureeshop@gmail.com with your order ID and we’ll have it shipped out to you ASAP!

7. Are items in my cart reserved for me?
Putting an item into your cart does NOT reserve or hold that item for you. Until you proceed to checkout and make payment, that item will be available to other buyers. Many items are available in limited quantities, so an item may sell out before you checkout.

Orders
1. What do I do if there's a problem with my order?
Our customer service representatives are more than happy to help you. Email us at nemureeshop@gmail.com or Whatsapp Us at +601125641280.

2. I couldn't proceed with payment and my order status is Pending. How do I proceed?
Kindly contact us immediately via email or call and we'll assist in canceling your order so that you can place a new one. We'd ask for your kind assistance not to bank in/transfer the amount to our bank account as we can't guarantee the item you purchased is still in stock. In the case that you made payment manually and the item is unavailable, we will have to refund you in store credit.

3 Can I cancel my order?
Yes, you can but you will need to call us on our hotline as soon as possible so that we won’t process your order.If it’s too late to cancel your order, we will need to ask you to return the items and you will be reimbursed in the form of store credit.

4. How do I cancel an item from my order?
You will need to call us at our hotline as soon as possible. If it’s too late, we will need to ask you to return the items and you will be reimbursed in the form of store credit.

5. Why was my order cancelled?
If you've made an order and haven't paid, you will be sent a payment reminder stating that if you don't make payment within 24 hours of the email being sent, your order will automatically be cancelled. You will need to make a new order should you want the items again.

6. How do I add an item to my order after checking out?
You will need to make a separate order altogether.

7. I received my order, but one of them is missing. What do I do?
We are terribly sorry about that! Please email us your order ID and the item you did not receive to nemureeshop@gmail.com.

8. I've received an incorrect item in my order.
We are terribly sorry about that! Please email us your order ID and the item you did not receive to nemureeshop@gmail.com. You will then need to return the incorrectly received item back to us.

9. Do you restock items?
Some items are restockable. Whenever we get a restock, we will usually announce it in our newsletter, so it’s good to check frequently.

10. Can you let me know when an item has been restocked?
Unfortunately, we are unable to do so. Sorry! We usually announce restocked items in our newsletter and instagram, so don't forget to subscribe and check frequently!

Registration and Online Account
1. Do I need to register to shop?
Registering with us helps speed up the ordering process for you, as we would already have with us your billing and shipping details. It also allows you to keep track of your current and past order, and payment status.

2. By registering, will I automatically receive updates on new arrivals and any ongoing sales and promotions?
No, not unless you sign up to our newsletter. By signing up, you will be the first to know of our new arrivals, exclusive discounts, promotions.

3. Will you pass my details to any other companies?
No, we will not pass your details on to other companies. Don’t worry! All information you provide us with is strictly confidential and will not be shared with any third parties.

4. What do I do if I have forgotten my password or my password does not work?
If you’ve forgotten your password, just click the ‘Forgotten Your Password’ button and it will be emailed to you right away. If you still do not receive an email, write to nemureeshop@gmail.com and we will assist you promptly.

5. What is your online security policy?
We want to make sure you’re safe and secure when you’re shopping with us online.