Q. What are the payment methods available?
We offers various kind of Payment Methods as shown below :-
1. Credit Card / Debit Card / Online Banking
2. Offline Bank Transfer
Bank details are provided upon checkout
After you made the payment, please send us the payment details of :
Bank Name :
Banking Date :
Banking Time :
Banking Reference No :
Total ammount you have paid :
Your Order No :
You may scan and email us the above info to n@abbieandfriends.com or whatsapp +60102320246.
Note: Your purchased products will not be delivered until we have this confirmation.
Q. Can I cancel an existing order that have been made?
Yes, only if the order is still on pending status.
- Please send an email to our customers service email at n@abbieandfriends.com with the message title “Request to cancel order” in order to inform us about the cancellation order.
- Orders that are in processing, shipping or shipped will not and cannot be cancelled / refund.
Q. How We Pack Your Orders
How do you select the items for packing?
We will carefully pick the item you have purchased and inspect it for any defects before packing.How do you choose the right box for my order?
We pick a gift box that is the most suitable size for your purchase, ensuring everything fits securely.Do you check the items before packing?
Yes! We check each item for any defects and gently comb the fur of soft toys to ensure they look their best.What packing materials do you use?
We place packing paper inside the gift box to provide protection and a clean presentation before placing your purchase inside.Will I receive any additional materials with my order?
Yes, each order includes a care card to help you maintain the quality of your purchase.What if I order multiple soft toys?
If multiple soft toys are ordered and there is no request for separate packing, we will pack them all into one gift box.How do you secure the packing inside the box?
After placing your item in the box, we neatly close the packing paper and secure it with our logo sticker.Can I include a gift card with my purchase?
Absolutely! If you’ve requested a gift card in the remarks, we will place it on top of the packed item inside the gift box.How is the gift box finished?
Once everything is packed, we close the gift box and tie it with a bow using our ribbon, adding a final touch of elegance.Do you ship with paper bag?
No, we do NOT ship with paper bags, as they could get badly damaged or crumpled during shipment.Is there a minimum order for gift boxes?
Yes, free gift boxes are provided for orders above RM170 (excluding shipping charges) when shipped via Poslaju or Ninjavan to West Malaysia.
Q. How long does the delivery usually takes?
Delivery within WM and EM (via major courier services) usually will takes about 4-6 working days. Please whatsapp us if you need to us to process an urgent order or prefer a Grab (or similar) pick up service.
Q.Can I request a specific delivery date for my order?
If you need your order to be delivered by a specific date (for birthdays or special occasions), please contact us in advance. While we cannot guarantee delivery on a specific date, we will do our best to accommodate your request, depending on the courier service.
Q: Is it normal for my new Jellycat plush to shed fur?
Yes, it’s completely normal for new Jellycat plush toys to shed a bit of fur at the beginning. This occurs due to loose fibers left from the manufacturing process. However, the shedding will gradually stop after some time and won’t affect the quality or appearance of your plush.
Suggestions:
- You can gently comb the plush’s fur with a soft-bristle brush to remove any loose fibers.
- For areas with excessive shedding, carefully trim stray fibers with small scissors to maintain a neat look.
If you have any further concerns, feel free to contact us at n@abbieandfriends.com.
Q.Can I track my order?
Yes, once your order has been shipped, you will receive a tracking number via email or WhatsApp, which you can use to monitor your delivery status.
Q.Can I change the shipping address after placing an order?
You may update your shipping address as long as the order has not yet been processed or shipped. Please contact us as soon as possible with your order number and the correct address.
Q.What should I do if my item arrives damaged or incorrect?
If you receive an item that is damaged or incorrect, please contact us within 48 hours of receiving your order. Send us an email with your order number, a description of the issue, and photos of the damaged or wrong items. We will work to resolve the issue quickly.
Q.Do you offer refunds or exchanges?
Refunds or exchanges are not offered, except in cases where items are faulty or incorrect item(s) being sent. Items that are embroidered, or custom into bouquet or flowers are not refundable as well. Please whatsapp us on refund policy and clarify before purchase or payment is made.
Q.Can I personalize my order with a custom message or special request?
Yes! If you have any special requests, such as including a personal note or customizing the packing, please let us know in the remarks section when placing your order, and we’ll do our best to accommodate.
Q. What is a Pre-Order?
Occasionally, we offer certain products on a pre-order basis. The estimated delivery date will be mentioned in the product description and is based on the best available information at the time. If you've placed a pre-order but decide you can't wait for the item to arrive, please reach out to us at n@abbieandfriends.com for a refund, further enquiries, or alternative arrangements.
Q. Do you offer discounts or promotions?
Yes, we periodically offer discounts and special promotions to our loyal customers. To stay informed about our latest deals, be sure to join our loyalty program and follow us on social media for updates!
Q.What happens if an item I want is out of stock?
If an item is out of stock, we recommend joining our waiting list or checking back regularly. For some products, you may be able to place a pre-order and receive it once the stock is replenished.
Q.Do you offer free gift packaging?
Yes, we offer complimentary gift packaging based on your location and order amount:
- For orders above RM170 (excluding shipping charges), we provide a free gift box for deliveries within West Malaysia (WM).
- For deliveries to East Malaysia (EM), we provide a free gift pouch with every purchase (excluding shipping charges).
Q. I still have doubts!
Sorry that we're unable to clear your doubts in the F.A.Q page. Please kindly send us an email to n@abbieandfriends.com for us to clear your doubts.
