Frequent Asked Questions
Orders
Q: How do I place an order?
A: Browse our collections, select your preferred size and color, add the item to your cart, and proceed to checkout.
Q: How can I cancel my order?
A: Unfortunately, order placed is not available for any cancellation.
Q: Can I modify my order after payment?
A: Yes. Please contact our customer service through IG, WhatsApp, or Email. Please note that changes can only be made before the order is processed.
Q: Can I add more items into my order?
A: Yes. Please contact our customer service through IG, WhatsApp, or Email. We will assist you on adding more items to your order.
Q: Will I receive an order confirmation?
A: Yes, order confirmation email will be sent once your payment is successfully completed.
Q: Can I order without creating an account?
A: We strongly recommend to place an order with creating an account as it allows you to track orders and save your details for future purchases.
Payment
Q: What payment methods do you accept?
A: We accept Online Transfer and QRPay.
Shipping & Delivery
Q: What is the shipping rate?
A: Flat rate RM9 (West Malaysia) & RM18 (East Malaysia).
Q: Do you offer free shipping?
A: Yes. Free shipping is available for orders above RM250 (West Malaysia) and RM350 (East Malaysia).
Q: How do you ship the parcel?
A: All items will be packed well in our delivery box or zip bag.
Q: Which courier office is used for my delivery?
A: All parcels will be handled by Poslaju only.
Q: How long does delivery take?
A: All orders will be processed within 1-2 working days after order is placed successfully. Delivery times will be depending on your location and our courier partner. Tracking information will be provided through email once your order is shipped.
Q: Do you ship internationally?
A: Currently, we do not provide any shipment internationally.
Q: Can I pick up my order by myself?
A: Yes, self pick up can be arrange in advance. Please reach our customer service through IG, WhatsApp, or Email for more information.
Q: Can I pick up my order through Lalamove or Grab?
A: Please reach our customer service through IG, WhatsApp, or Email for more information.
Sizing & Products
Q: How do I choose the correct size?
A: Please refer to the size chart provided on each product page before placing your order. Please note that 1-3 cm difference may occur as all the measurements are done manually.
Q: Are the product photos accurate?
A: All the photos are taken through official in-kind shooting. However, there will be slightly color differences due to backlighting, display screen, photo editing, or more. Please contact us if you would like to see the original photos.
Q: Will sold-out items be restocked?
A: Restock or pre-order will be available depend on product demand and availability. Please visit our Restock & Pre-order Notice page or follow our Instagram for more updates.
Return & Exchanges
Q: What is your exchange policy?
A: Please refer to our Exchange & Return Policy page before placing an order.
Q: Can I exchange if the items does not fit me well?
A: Exchange may be accepted subject to stock availability and compliance with our exchange policy.
Q: Can I return sale items?
A: All sale and clearance items with discounted price is will not be eligible for return or exchange or refund unless the item is defective or wrong item sent.
Customer Support
Q: How can I contact Cloudnine 2019?
A: You may reach us via:
- Email: c.nine2019@gmail.com
- WhatsApp: +6018-2465334
- Instagram: @cloudnine.19
Q: Where is your location?
A: We are based in Jeram, Selangor, Malaysia.