FREQUENTLY ASKED QUESTIONS

YOUR SPAO ACCOUNT

On spao.my you can complete your purchase either as a GUEST or a REGISTERED customer.

Registering is very easy. We will only ask you for the information we need to speed up the purchase process.

Your order information will always be available to you through the link your account if you are a registered client or through the link we send you in your confirmation email if you are a guest customer.


FORGOT PASSWORD?

You may perform a self-password reset by clicking on the 'Forgot Your Password' link. You will receive an email to reset your account password.

HOW TO SIGN UP NEWSLETTER?

Sign up at our website to get first dibs on new arrivals, latest updates and exclusive sales.

PAYMENT & PRICING

WHAT ARE THE PAYMENT METHOD AVAILABLE? 

Our shopping cart accepts payment from major credit cards, debit cards and online banking.

Prior to confirming your order, kindly carefully review the total amount and content(s) within your cart.


WHAT INFORMATION THAT REQUIRE FOR CREDIT CARD PAYMENT? 

Credit card number, expiry date and CVV number are require. 

SPAO will not hold any of the credit card details, as the information will be encrypted and processed by Billplz or Stripe.

WHAT SECURITY CHECKS ARE IN PLACE TO MAKE SURE THE PURCHASE IS VALID?

All credit cardholders are subject to authorization by the credit card company. 

If the company refuses to or does not for any reason authorize payment then we will not be able to accept your order.

WHY WAS THE PAYMENT DECLINED?

Here are a few things to check if your payment did not go through. 

Check that your card’s billing details (such as the security code and billing address) match, check that your card is not expired. 

If none of these apply, please contact us here. We are more than happy to help!

IS THE ONLINE PRICE AND PROMOTION APPLICABLE IN-STORE?

We frequently run brand-wide campaign. However, unless otherwise stated, if a promotion is available online, it will be exclusive for online purchase only and not available in our SPAO offline stores. 

We do have many exciting in-store offers too, so don’t miss out!

ORDER

CAN THE ORDER BE EDITED? 

Please note that we are unable to make changes to your order once it has been confirmed. 

Kindly check details and items are correct before finalizing your orders.

CAN THE ORDER BE CANCELLED? 

No cancellation is allowed once the checkout process has been completed.

However, you are allowed to return the product(s) within 14 days that comply with our Return Policy. 

Refund will be made to your original form of payment. Do take note that shipping costs are non-refundable, you will be responsible on the shipping cost for returning the items.


HOW WILL MY PARCEL ARRIVE? 

Each order is carefully inspected and packaged for your convenience. 

As part of our go green plan, your receipt is sent via email and not included within the parcel.

HOW LONG CAN THE ITEM KEEP IN THE SHOPPING CART? 

Product(s) will kept in your shopping cart, however, SPAO.my does not guarantee that items you save in your cart will remain in stock. 

Therefore, if the item sells out, you will be able to see that information in that section. 

SHIPPING & DELIVERY

WHAT ARE THE DELIVERY METHODS AND COST?

The shipping options may vary depending on the delivery address. We ship via courier - Pos Laju.

The estimated delivery time will be between 3-6 working days, depending on the delivery address.



DestinationWest MalaysiaEast Malaysia
Standard Shipping (RM)6.5012.00
Delivery Times (working days)2 - 33 - 6

DO YOU OFFER AN INTERNATIONAL DELIVERY?

Unfortunately international shipping is not available at this stage. 

We only ship to Malaysia address for the time being.

HOW TO TRACK THE ORDER STATUS?

You will receive email updates on the status of your order.

You can also access this information in the section "My Account". If you are not registered, click on the “Order information” link in the confirmation email to track your order.


HOW TO EDIT THE SHIPPING ADDRESS / DETAILS?

If you wish for your order to be sent elsewhere, kindly email us here as soon as the order has been placed, and we will make the necessary amendments.

WHAT HAPPENS IF THE PARCEL(S) FAIL TO BE DELIVERED OR PICKED UP?

As the recipient, you are responsible for any subsequent costs incurred for parcels returned to our warehouse due to attempted deliveries, insufficient/incorrect delivery information or failure to retrieve parcels from delivery centres. Standard shipping fees (please refer to the shipping cost above) will be incurred for all parcels re-sent from our warehouse.

Please ensure that your delivery address and mobile number is accurate, to ensure your parcel(s) gets to you as quickly as possible!


RETURNS & EXCHANGE

WHAT IS SPAO’S RETURN POLICY?

Returns or exchanges are allowed within 14 days of receiving in certain circumstances. Products must be unworn, undamaged, unsoiled, unwashed, unaltered and in their original condition and packaging with price tags and labels. Items which are priced at discount or promotion upon checkout are not eligible for an exchange, return or refund. For more details and information, please check the return policy.

SPAO reserves the right to deny a return or exchange if the item(s) does not meet the return policy requirements.


HOW TO PROCEED IF RECEIVE A WRONG PRODUCTS?

If you received a product different from the one that you ordered, sorry about that! Please contact us within 14 days and we will be sure to get you the ordered!

GUIDELINE FOR AN EXCHANGE OR RETURN?

Please contact us within 14 days of receiving your order and we will walk you through the process for returning the items.                

Step 1: Provide the order number, product name(s), reason (item does not fit / unsatisfactory item / defective item / incorrect item received) and picture of the item(s) via email.


Step 2: Once you have received our confirmation on the return, you may ship the item(s) back to SPAO using a trackable shipping service of your choice as below address.

*SPAO is not responsible for any lost return packages. Hence, a tracking service is a must.

 Name:   SPAO Malaysia(your order number)

 Address:   SENTINA LOGISTICS SDN BHD, NO14A JALAN TUN PERAK 3, Perdana Industrial park, 42000 Port Klang, Selangor. Malaysia

 Contact:   60 17- 408 0318

Step 3: Email us the tracking number.


Step 4: Your refund will be processed via store credit method. This will be processed within 7 days of receiving the returned items.

**Store credit must be redeemed within 90 days upon date of issue.

CAN EXCHANGE THE PRODUCT(S) PURCHASED ONLINE AT SPAO OFFLINE STORES?

Every return or exchange must be processed via the original mode and source of purchase. If you bought youritem(s) through online, kindly follow the exchange / return guideline as above. 

For items that were purchased  from SPAO stores, kindly return to the respective store with your original receipt and products in its original  condition within 7 days. 


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