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FAQ Frequently Ask Question

If you have questions not answered by our FAQ, kindly contact us at +603 76103477 during office hours (10am – 6pm in Malaysia) or send an email to enquiries@tsar.asia

SHIPPING

Domestic Shipping (within Malaysia):

  • We deliver Monday to Friday excluding public holidays.
  • Delivery is chargeable according to assigned transporter.
  • We will contact you via email once your order is ready.
  • We aim to deliver orders placed by 5pm Monday-Friday on the next working week.
  • Orders placed after 5pm on Friday and on Saturday/Sunday will be processed the following week Monday.
  • When placing your order please ensure that your billing and shipping address details are correct, as we are unable to redirect your order.
  • When your order is shipped, we will send you a confirmation email.
  • A signature will be required upon delivery of your order.
  • Please be aware that our service is not a named delivery service and anyone at the designated delivery address may sign for your delivery.
  • We will not be liable for a lost or missing order that has been signed for in a building.

International Shipping (Outside Malaysia):

  • We ship worldwide excluding Israel and Iran.
  • Delivery is chargeable according to assigned transporter.
  • We will contact you via email, phone or text once your order is ready.
  • Delivery times are estimates and start from the date of dispatch.
  • We will endeavour to send your order out as quickly as possible but we cannot be responsible for delays as a result of remote delivery locations or adverse weather conditions.
  • When placing your order please ensure that your billing and shipping address details are correct, as we are unable to redirect your order.
  • When your order is shipped, we will send you a confirmation email.
  • A signature will be required upon delivery of your order. Please be aware that our service is not a named delivery service and anyone at the designated delivery address may sign for your delivery.
  • We will not be liable for a lost or missing order that has been signed for in a building.

RETURNS

  • Returns approval are dependable on case to case basis.
  • Step by Step guide to return:
    • Please email to enquiries@tsar.asia, complete with your order number, email address and a scan copy of the receipt.
    • Call us at +6018 965 4909 to arrange for pick up (within Malaysia).
  • When you place an order with www.tsar.asia, you are welcome to return any item(s) using our free returns service, provided you return the item(s) within 14 days from the date of delivery.
  • Items that are returned must be in an unused condition. Our branded boxes and dust bags are considered to be a part of the product and must be returned with the item(s). Returns that are damaged or soiled may not be accepted and may be returned to you and/or the refund may be refused.
  • Where provided, any packaging such as instructions, authenticity cards, dust bags, and leather tags should be included with your return. Please note that we may not refund item(s) that are sent without the completed information.
  • You may return your items to us using your own shipper. If you do, please inform us within 14 days of delivery. We recommend that you insure the return shipment as you are under a duty to take reasonable care of the items and will be liable for damage to them until we receive them at our warehouse. In case of dispute, we also recommend you retain proof of sending. We cannot be responsible for any loss for any item(s) you have chosen to send.

DAMAGED OR INCORRECT ITEMS

  • Items are considered faulty if they are received damaged. Items that are damaged as a result of normal wear and tear are not considered to be faulty. Where possible, we will offer to repair faulty items. When items deemed faulty cannot be repaired or the same item is not available, a new product of the same value will be offered.

EXCHANGES

  • Should the item purchased not meet your satisfaction, kindly contact enquiries@tsar.asia.
  • We evaluate every reason for exchange on a case by case basis.
  • A receipt is required as proof of purchase on all refunds and exchanges.
  • Item(s) returned to TSAR must be in sellable condition, with receipt as proof of purchase.
  • Should the item(s) returned to TSAR arrive in an unsellable condition, TSAR reserves the right to cancel the exchange agreement, and the damaged item(s) will not be returned.
  • All sales are final, with the exception of faulty or damaged items.
  • All sale items may be returned/exchanged within 30 days of the date of purchase. In order to qualify for a refund or exchange all items must be unworn, in original packaging and provided with a receipt.
  • Should the exchange reason be approved, TSAR will pay for the postage.

REFUNDS

  • Refunds are on cases to case basis. Kindly email enquiries@tsar.asia for more information.