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FAQ

Customer Support is available to assist you with any issues you may be experiencing at this time.

FAQs

FREE SIZE EXCHANGE IN MALAYSIA
All size exchanges in Semenanjung Malaysia are FREE. As for Sabah/Sarawak/Labuan the buyer would need to pay for the return shipping. We will cover the cost of shipping the correct shoes to you for FREE.

FREE SHIPPING IN PENINSULAR MALAYSIA (ABOVE RM299)

FREE SHIPPING IN SABAH/SARAWAK (ABOVE RM499)

For orders below RM299:
Semenanjung Malaysia = RM 10 per pair
Sabah/Sarawak/Labuan = RM 30 - 40 per pair

WHAT IF YOU ORDERED THE WRONG SIZE AND WANT TO EXCHANGE SIZE?
Return back the shoes to us and we will send you the correct size. To be eligible for a return or exchange, your item must be unused and in the same condition that you received it. It must also be in the original packaging. You can only exchange for another product or products which cost the same or higher within 30 days of receiving the goods provided it is unworn, unwashed and unaltered.

HOW TO EXCHANGE SIZE
1) Please go to this link and fill the required information. Click here.
2) After confirmation, we will send you the Pos Laju/J&T Airway Bill in PDF.
3) Print out the Pos Laju/J&T Airway Bill and stick it on the parcel.
4) Drop the parcel to your nearest Pos Laju/J&T office.
5) Notify us once you are done and we will ship your new shoes.

WHO WILL PAY FOR THE RETURN FEE?
We will pay for the return fee (Peninsular Malaysia only). Buyers from Sabah/Sarawak/Labuan will need to cover the return shipping cost by themselves.

HOW MUCH IS THE RETURN FEE FROM OUR WAREHOUSE TO YOU?
The return fee is FREE.

AM IN ELIGIBLE FOR A REFUND?
If you are not 100% satisfied with your purchase from us you can return your item(s) for a refund (minus shipping cost) within 30 days of purchase. (Returns must be unworn, in the state you received them, and in the original packaging.) Merchandise returned without the original security tag attached or a damaged tag may not qualify for a refund.

WHEN DO I GET MY MONEY BACK?
After receiving back your item, we will transfer back your money via bank transfer (local Malaysian bank) or via Paypal (for international customer).

DELIVERY TRACKING NUMBER
Delivery tracking number will be emailed to you once it is made available. We usually ship within 1-2 working days after confirmation of payment. Please note that it may take up to 24 hours before your tracking code appear in Poslaju or J&T tracking system. Poslaju/J&T normally keys in tracking code at the end of the day.

TRACKING YOUR PARCEL
You can use tracking code provided and key it into the following links to track your shipment: https://easyparcel.com/my/en/track/

RECEIVER'S RESPONSIBILITY
It is the customer's responsibility to arrange a receiver for the shipment. We can only ensure that we ship to the correct address supplied to us during checkout process. It is advisable to consider having work/office address as receiving address over residential address, or during Movement Control Order (MCO) in Malaysia, if you are working from home, kindly insert your home address. Please ensure the shipping address given is absolutely correct and accurate because we are unable take responsibility with inaccurate information.

THERE ARE A FEW ITEMS THAT CAN’T BE RETURNED:

  • Clearance Sale.
  • Item marked¬†¬†"non-exchangeable, non-returnable, and non-refundable"¬†on the¬†product page.

 

SHIPPING ADDRESS FOR RETURNS

ZEVE SHOES (Zeve International Sdn Bhd)

26-0, Block A, Platinum Walk,

No. 2, Jalan Langkawi,

53300, Setapak,

Kuala Lumpur.


Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

You will be responsible for paying for your own shipping costs for returning your item(international customer).


HAVING PROBLEMS?
+601123368619 (Whatsapp/Call/SMS)
sales@zeveshoes.com

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.


INTERNATIONAL SHIPPING
For international shipping, please click here.

RETURNS

Am I eligible for a full refund?

If you are not 100% satisfied with your purchase from us you can return your item(s) for a refund (excluding the shipping cost to you) within 30 days of purchase. (Returns must be unworn, in the state you received them, and in the original packaging.) Merchandise returned without the original security tag attached or a damaged tag may not qualify for a refund.

 

What if you ordered the wrong size and want to exchange?

Return back the shoes to us and we will send you the correct size. To be eligible for a return or exchange, your item must be unused and in the same condition that you received it. It must also be in the original packaging. You can only exchange for another product or products which cost the same or higher within 30 days of receiving the goods provided it is unworn, unwashed and unaltered condition.

  

Who will pay for the delivery fee?

Buyer will bear the cost of delivery of the shoes back to us.

 

How much is the return fee from our warehouse to you?

Sadly, the cost of sending the shoes back to you for the second time is not free. You would need to bare the cost.

 

When do I get my money back?

After receiving back your item, we will transfer back your money via Paypal within 3 days.

 

Shipping address for returns?

ZEVE INTERNATIONAL SDN. BHD. (1126030-P)

26-0, Block A, Platinum Walk, No. 2, Jalan Langkawi,

53300, Setapak, Kuala Lumpur.


+601123368619

  

Who do I need to contact ?

Kindly fill in this form https://www.zeveshoes.com/pages/exchange-return-form

 

 

PAYMENTS

Who will process my payment?

All payment and transaction will be redirected to Paypal page (secure and reliable) after check out.

 

DUTIES AND TAXES 

How are Duties and Taxes Calculated?

As the customer, you are liable for all import duties, customs and taxes levied. Payment of these is required to release your order from customs on arrival.

You may be subjected to, but not limited to: VAT, import duties and/or taxes, which are levied once the package reaches the destination country.

You may be subjected to paying taxes to the local customs authority in your country.

Kindly note that ZEVE is unable to advise on the amount that you will be charged if you pay taxes locally.

For more information regarding customs or import duties levied by your local customs authority, we suggest that you contact your local customs office.

Kindly go to this link for reference: https://shipping.dhl.com.my/Global/FileLib/Malaysia/v2-Deminimis_2018.pdf

 

INTERNATIONAL SHIPPING COST

 

Which countries receive DHL EXPRESS shipping? 

COUNTRIES WITH DHL EXPRESS 
USA  BHUTAN BELGIUM MALDIVES
UNITED KINGDOM UNITED ARAB EMIRATES BRAZIL VATICAN CITY
CANADA CAMBODIA DENMARK MONACO
SINGAPORE LAOS FINLAND MONGOLIA
BRUNEI MYANMAR FRANCE NEPAL
CHINA VIETNAM GERMANY NETHERLANDS
HONG KONG AUSTRALIA HUNGARY NORWAY
MACAU JAPAN INDIA PORTUGAL
PHILIPPINES SOUTH KOREA IRELAND SPAIN
TAIWAN NEW ZEALAND ITALY SRI LANKA
THAILAND AUSTRIA LIECHTENSTEIN SWEDEN
INDONESIA BANGLADESH LUXEMBOURG SWITZERLAND
CZECH REPUBLIC OMAN ROMANIA TURKEY

The price for DHL Express shipping is from 30 USD - 35 USD per pair.

If you cannot find your countries above, please read the next section.

As the customer, you are liable for all import duties, customs and taxes levied. Payment of these is required to release your order from customs on arrival. You may be subjected to, but not limited to: VAT, import duties and/or taxes, which are levied once the package reaches the destination country.

You may be subjected to paying taxes to the local customs authority in your country. Kindly note that ZEVE is unable to advise on the amount that you will be charged if you pay taxes locally. For more information regarding customs or import duties levied by your local customs authority, we suggest that you contact your local customs office.

 

How long does it take for me to receive my order? 

DHL EXPRESS SHIPPING (BUSINESS DAYS)
USA 4-7 days BELGIUM
4-7 days
UNITED KINGDOM
4-7 days
BRAZIL 3-10 days
CANADA
4-7 days
DENMARK
4-7 days
SINGAPORE
4-7 days
FINLAND
4-7 days
BRUNEI
4-7 days
FRANCE
4-7 days
CHINA
4-7 days
GERMANY
4-7 days
HONG KONG
4-7 days
HUNGARY
4-7 days
MACAU
4-7 days
INDIA
4-7 days
PHILIPPINES
4-7 days
IRELAND
4-7 days
TAIWAN
4-7 days
ITALY
4-7 days
THAILAND
4-7 days
LIECHTENSTEIN
4-7 days
INDONESIA
4-7 days
LUXEMBOURG
4-7 days
CZECH REPUBLIC 3-10 days ROMANIA 3-10 days
BHUTAN
4-7 days
MALDIVES
4-7 days
UNITED ARAB EMIRATES 3-10 days VATICAN CITY
4-7 days
CAMBODIA
4-7 days
MONACO
4-7 days
LAOS
4-7 days
MONGOLIA
4-7 days
MYANMAR
4-7 days
NEPAL
4-7 days
VIETNAM
4-7 days
NETHERLANDS
4-7 days
AUSTRALIA 4-7 days NORWAY
4-7 days
JAPAN
4-7 days
PORTUGAL
4-7 days
SOUTH KOREA
4-7 days
SPAIN
4-7 days
NEW ZEALAND
4-7 days
SRI LANKA
4-7 days
AUSTRIA
4-7 days
SWEDEN
4-7 days
BANGLADESH
4-7 days
SWITZERLAND
4-7 days
OMAN 3-10 days TURKEY 3-10 days

 

 

Who is your shipping provider?

We will be using DHL Express shipping for most of our orders. DHL is extremely reliable and accurate in terms of speed and communication with you once your shipment arrived at your country.

However, you have options to choose from wide variety of shipping provider based on your budget/speed.

 

What is my responsibilities?

It is the customer's responsibility to arrange a receiver for the shipment. We can only ensure that we ship to the correct address supplied to us during checkout process. It is advisable to consider having work/office address as receiving address over residential address. Please ensure the shipping address given is absolutely correct and accurate because we are unable to take responsibility with inaccurate information.

 

How to track my shipment?

Kindly go to https://easyparcel.com/my/en/track/

 

COUNTRIES WITH ADDITIONAL SHIPPING FEE

Which countries have additional shipping fee if you use DHL Express?

¬†‚ÄčThe fees may varies depending on your destination country.

COUNTRIES WITH ADDITIONAL SHIPPING FEE
ALBANIA AFGHANISTAN ECUADOR MALI SOMALILAND
ANDORRA ALFERIA EGYPT MARIANA ISLANDS SOUTH AFRICA
ARMENIA AMERICAN SAMOA EL SAVADOR MARSHALL ISLANDS SOUTH SUDAN
AZERBAJIAN ANGOLA ERITREA MARTINIQUE ST. BARTHELEMY
BAHRAIN ANGUILLA ETHIOPIA MAURITANIA ST. EUSTATIUS
BELARUS ANTIGUA FALKLAND ISLANDS MAURITIUS ST. KITTS
BOSNIA & HERZEGOVINA ARGENTINA FAROE ISLANDS MAYOTTE ST. LUCIA
BULGARIA ARUBA FIJI MEXICO ST. MAARTEN
CROATIA BAHAMAS FRENCH GUYANA MICRONESIA ST. VINCENT
CYPRUS BARBADOS GABON MONTSERRAT SUDAN
ESTONIA BELIZE GAMBIA MOROCCO SURINAME
GEORGIA BENIN GHANA MOZAMBIQUE SWAZILAND
GIBRALTAR BERMUDA GRENADA NAMIBIA SYRIA
GREECE BOLIVIA GUADELOUPE NAURU TAHITI
GREENLAND BONAIRE GUAM NEVIS TAJIKISTAN
GUERNSEY BOTSWANA GUATEMALA NEW CALEDONIA TANZANIA
ICELAND BURKINA FASO GUINEA REPUBLIC NICARAGUA TOGO
JERSEY BURUNDI GUINEA BISSAU NIGER TONGA
JORDAN CAMEROON GUINEA EQUATORIAL NIGERIA TRINIDAD AND TOBAGO
KOSOVO CANARY ISLANDS GUYANA NIUE TUNISIA
KUWAIT CAPE VERDA HAITI PAKISTAN TURKS & CAICOS
LATVIA CAYMAN ISLANDS HONDURAS PALAU TUVALU
LITHUANIA CENTRAL AFRICAN REPUBLIC IRAN PANAMA UGANDA
MACEDONIA REPUBLIC CHAD IRAQ PAPUA NEW GUINEA URUGUAY
MALTA CHILE ISRAEL PARAGUAY UZBEKISTAN
MOLDOVA REPUBLIC COLOMBIA JAMAICA PERU VANUATU
MONTENEGRO REPUBLIC COMOROS KAZAKHSTAN PUERTO RICO VENEZUELA
POLAND CONGO KENYA REUNION ISLAND VIRGIN ISLANDS - BRITISH
QATAR COOK ISLANDS KIRIBATI RWANDA VIRGIN ISLANDS - US
RUSSIAN FEDERATION COSTA RICA KOREA SAINT HELENA YEMEN
SAN MARINO COTE D IVOIRE KYRGYZSTAN SAMOA ZAMBIA
SAUDI ARABIA CUBA LEBANON SAO TOME AND PRINCIPA ZIMBABWE
SERBIA CURACAO LESOTHO SENEGAL
SLOVAKIA DJIBOUTI LIBERIA SEYCHELLES
SLOVENIA DOMINICA LIBYA SIERRA LEONE
TURKMENISTAN DOMINICAN REPUBLIC MADAGASCAR SOLOMON ISLANDS
UKRAINE EAST TIMOR MALAWI SOMALIA

 

 

How long does it take for me to receive my order?

We are shipping your goods using DHL Express shipping, it will reach you in 4 - 7 days time.

 

Why do I need to pay addtional shipping fee?

The cost to send the goods to your country is higher than normal rate. 

 

Who is your shipping provider?

We will be using DHL Express shipping for most of our orders. DHL is extremely reliable and accurate in terms of speed and communication with you once your shipment arrived at your country.

In some cases, we will be using another shipping provider (depending on your country).

Please allow 15-seconds for the form to load.

Pay for your purchase in 3 interest-free instalments, due every month

 

 Step 1

 

 

Step 2

 

 

Step 3

 

Step 4

 

Step 5

 

Pay for your purchase in 3 interest-free instalments, due every month

 

 

 

For Local Delivery - DHL
(Semenanjung Malaysia,Sabah/Sarawak/Labuan)

https://www.dhl.com/my-en/home/tracking.html

For International Order (Insert Tracking Below)

Singapore: Insert your tracking number below and choose TELEPORT 
Other Countries: Insert your tracking number below and choose DHL

 

Customer Service Hotline:
+6011 2336 8619  (Click to Whatsapp)

Customer Service Operation Hours:
Monday - Friday (10:00am-6:00pm MYT)

Email:
sales@zeveshoes.com

Physical Store:
Subang:
Lot G-14, Ground Floor, The Grand Subang Jaya SS15, SS15, 47500, Subang Jaya, Selangor

 Setapak:
26-0, Block A, Platinum Walk, No. 2, Jalan Langkawi, 53300, Setapak, Kuala Lumpur.

Operation Hours:
10 AM - 10 PM (Open Daily)

Social Network:
instagram.com/zeveshoes
facebook.com/zeveshoes
tiktok.com/@zeveshoes

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