FAQ

Membership

 

Registration / Log in

If you do not have an account with ExcellaArchery.com.my yet, you can follow simple steps to become a member.

 

One the top right of the website,  please click  then  'Register' ; click Login to login your account if you already a member. 

 

Fill up necessary information and click the Captcha, you will need to agree Privacy Policy, then click continue. You will receive an email to verify your email address with a link attached. Once you click the link, your member registration is complete and you can start shopping what you love! 

 

For more information, please contact Customer Support at eHub@excellaarchery.com.my

 


Can I Skip email verification to complete the registration?

Unfortunately, you will only become an official member of ExcellaArchery.com.my after verifying your email address. Please click the link in the verification email once you receive it. 

 

I have registered but I have not received any email verification from ExcellaArchery.com.my 

 

If you cannot find the verification email from ExcellaArchery.com.my, kindly check your spam folder / Junk folder, or please contact Customer Support at eHub@excellaarchery.com.my, for further assistance.

 


Forget Password

If you have forgotten your login password to log onto ExcellaArchery.com.my, Please click 'Forgot password' button on My Account page.


Key in your email address and wait for link provided for us to reset your password.

 


Order and Payment

 

Can I purchase without registering as member?

You are allowed to view and add products to the shopping cart as a guest. However, to purchase products, you need to be a registered member to complete the order and payment.

 


What is "Option" in the product page?

Certain products come with options, especially if the seller is selling multiple items on one page. 

 

If seller enabled options function on their Product Detail Page, then option that you choose will be the final product to purchase.

 

Options can be used for color, size, model, design and many others!

 

Just click the option box and choose the exact product you would like to order.

 


What is "shopping Cart" mean?

A shopping cart is a convenient tool to help buyers to purchase multiple products on one go.All the products inside your shopping cart can be edit and purchased with a single payment

 


What Payment Method option available?

Bank Transfer:

  • CIMB 
  • Maybank

Payment Gateway:

  • eGHL

Pay at Store:

  • This method will only available to customer who select collect at store.

 


How do i know if my order is successful?

Once your order is successfuly placed with payment, we will notify you via email, and you can also check your order status in My Account > Order History

 


What is the Order process for international customer?

International customer will need to select "Shipping Quote Request" at the Shipping method and the Payment method will need to select "oversea Payment". You will receive a confirmation email from our sales team together with Shipping cost and payment method.

 

What is bank transfer?

Bank Transfer is a mode of payment provided by ExcellaArchery.com.my for those customers who cannot make instant payments such as Credit / Debit Card or Online Banking.

 

Upon checkout, you will receive a Excella account number which you can pay via any CIMB/Maybank Cash Deposit Machine or counters. 

 

In order to protect our products from being held for too long and encourage healthy buy-and-sell flow, orders will expire in 3 Days if payment is not made. Order will automatic cancel. 

 


What should I do after I pay using bank transfer?

After the done pay via bank transfer. Please do send us the snapshot payment slip and send to us. You can done it via Customer Service > Payment confirmation. Fill in the form.

 


Shipping

 

How do you determine the shipping fee?

Shipping Fee is determined based on the total weight of their products.

 


How long does the shipping normally take?

Shipping period depends on the courier companies selected by the Seller. Usually courier companies manage to deliver the product within 3 to 5 working days after shipment starts. However, if there are weekends and public holidays, shipping can take longer time.

 


Can I pick up the product myself?

Excella support self-pick up procedure. In order for us to best serve our customers, we need you to choose "pick up at store" during checkout at Shipping method. 

 


How long does the international shipping normally take?

International shipping usually takes longer compared to domestic shipping due to the distance and custom clearance. Average shipping period of international shipping has been captured as 7 to 14 working days. Item will only be ship when the payment is complete

 


Cancellation and Refund

 

Can I cancel my order?

Yes, you can.  However, cancellation is only applicable when the shipping has NOT started yet.

 

If your order is at  'Payment Complete' status:

You can cancel your order immediately.

 

If your order is at  'Preparing for shipment' status:

You can send a cancellation request to us, and upon approval, your order will be cancelled.

 


I cancelled my order, but I have not received my refund yet?

Refund is proceeded immediately after cancellation, but depending on the refund method, the duration varies due to bank procedures.

 

  1. Credit Card / Debit card : up to 14 working days
  2. Online Banking : up to 14 working days
  3. ATM / Bank Transfer : up to 5 working days

 


Return and Exchange

 

What is Return?

If the product you have received is faulty, wrong item or damaged, you can request to return the item back to us  

 

A return process requires buyers to ship the received product back to us in the same condition as when it first arrived, together with other free gifts or items provided by us. 

 

In the event where the return request or returned product fail to meet return policy, we has all the rights to reject your request. 

 


What is the difference between Return and Cancellation?

Cancellation can only be done BEFORE shipping starts.

 

If you already have received the product or if the product is on the way to you, you need to request 'Return' because the product has to be returned back to seller in order for buyers to get a refund. 

 

Return can be requested in My Account> Returns

 


Who is responsible for Return/exchange shipping fee?

Responsible party to bear shipping cost depends on the reason of your 'Return' request.

 

If you requested 'Return' due to damaged, faulty or wrong product, we will bear buyer's return shipping fee. 

 

If the 'Return' is due to buyer's change of mind, then buyer will bear their own shipping fee to return the product to us.