FAQ | naseehat.my

FAQ

1. How secure is shopping with naseehat.my?

We want your online shopping to be worry-free. Our whole website uses SSL (Secure Socket Layer) encryption, the industry standard for online purchases, so your personal information is encrypted while you browse and place your order. You can check this by looking for the closed padlock and “https” in your browser's address bar.

All payments are processed by CHIP, a Malaysian payment gateway. Your card or online banking details are entered on CHIP's secure page or your bank's own page, and are never stored on naseehat.my.

2. I have signed up for naseehat.my but I cannot login with my password. Why?

Please make sure you are using the email address you registered with, and that your password is typed correctly (passwords are case-sensitive). If you still cannot log in, click Forgot Password? on the My Account page to reset it.

If the problem continues, contact us at support@naseehat.my for help.

3. I have a user account with naseehat.my but I forgot my password, what should I do?

Go to the My Account page and click Forgot Password?. Enter the email address you registered with, and we will email you a link to set a new password. If you do not see the email within a few minutes, please check your spam folder.

4. I have a user account with naseehat.my, how do I change my personal info and shipping address?

Go to My Account page, login and you can modify your account details there.

5. Can I checkout as guest or without creating an account?

No. You need a free member account to place an order. Registration takes less than a minute, new members get 30% off their first purchase, and your name, address and contact details are saved for faster checkout next time.

6. How do I know naseehat.my's latest news and promotions?

Subscribe to our newsletter at the bottom of any page, or follow us on Instagram, Telegram and TikTok to get the latest updates on new releases, best sellers and special deals.

7. I have received a few emails from naseehat.my. What are Orders Received, Orders Processed and Payment Receipt?

Order Received: This email informs you that naseehat.my has received your orders and will process it as soon as possible.
Order Processed: This email confirms naseehat.my has processed your order.
Order Shipped: This email confirms that naseehat.my has delivered/shipped the order to your shipping address.

8. I can't find a particular product/item I want from Naseehat's online store, what can I do?

Kindly contact us at support@naseehat.my for further enquiries. We will try our best to assist you or recommend you an alternative.

9. Are there any extra charges for paying online?

No. Naseehat does not add any charge for online payment. All payments are processed by CHIP using online banking (FPX), Visa or Mastercard, and other methods shown at checkout. Your bank may apply its own fees, for example for overseas cards or currency conversion.

10. I don't have online banking. Can I transfer using ATM?

You can pay with a Visa or Mastercard debit or credit card, or any other method shown at checkout. We do not accept ATM or manual bank transfers.

11. Do you ship outside Malaysia?

We currently ship within Malaysia and to Singapore only. Please see our Shipping Policy for delivery times and rates.

12. I entered the wrong shipping address. What should I do?

Email us at support@naseehat.my or WhatsApp us as soon as possible with your order number. We can update the address if your order has not been shipped yet. If the parcel has already been sent, any re-delivery or return shipping cost must be paid by you.

13. I've changed my mind and no longer want the product. Can I return or exchange it?

We do not offer refunds for change of mind. Unused items in their original condition may be exchanged once within 7 days of receiving your order, and you pay the shipping cost both ways. Sale items cannot be exchanged. Please see our Refund Policy for details.

14. What is your posting time?

Orders are usually shipped within 1–3 business days after your payment is confirmed, as we need time to check and pack your items carefully. Orders placed on weekends or public holidays are processed on the next business day.

Once your order is shipped, we will email you the tracking number so you can follow your parcel. If anything goes wrong with the delivery, we will help you follow up with the courier.

15. Can you expedite my order?

We’re very sorry at the moment we do not offer expedite shipping. Orders are processed sequently, we will ship those who ordered before you.

16. I was not home when the courier came.

The courier will usually leave a notice or contact you to arrange re-delivery or collection at their nearest branch. If the parcel is returned to us because it was not collected, we can send it again after you pay the shipping fee again.

17. My parcel did not arrive. What should I do?

First check your tracking number on our Track Order page. If the parcel is still missing, contact us at support@naseehat.my with your order number. We will follow up with the courier and help you make a claim if the parcel is lost. Compensation for lost parcels follows the courier's terms and may take some time.