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What are the payment methods available?

Currently, We only support the following payment options at TheaTheo:

  • Credit Card / Debit Card Payment
  • Online Transfer / CDM Bank-in / ATM Transfer
  • Direct Debit Bank Account

How can I know if my payment was successful or fail?

You will be notified via email within 24 hours upon completion of order confirmation.

Please be aware of your Bank reconciliation schedule as this might have impact on your payment (payment cannot be performed during bank reconciliation time).

Bank reconciliation time only affect payment method via Online Banking and will happen at around 11.30 p.m. to 1.30 a.m. depending on your bank.

What do I need to know about Payment methods?

Bank In

You can perform an IBG (Interbank Giro) or IBFT (Interbank Fast Transfer) or Cash Deposit to the following account:

  • Merchant Bank: RHB Bank
  • Account Name: DBE Collections
  • Account Number: 2123-12000-71501

When sending your bank-in slip / transfer slip, kindly use the following method

a) Customers will need to log in into their account > My Account

b) Click on the Order number 

c) Attach file


Kindly furnish us the proof of transfer or transaction receipt to contactus@theatheo.com to continue with your order. TheaTheo has no obligation in which to retain the ordered items for any specific customer due to late / delayed payment. All products are to be sold on first-come-first-serve (in respect to payment received, not date of order made) basis.

Paypal

Paypal accepts Visa and MasterCard payment. Please note that there might a different amount reflected on your bank statement due to bank's international processing fee (different rates apply for different banks, please check with your respective card issuing bank). TheaTheo will only receive the payment indicated and shown in the checkout page.

iPay88

Direct Debit Online Banking run on the Malaysian gateway called FPX. Once successful, the amount will be deducted straight from your banking account.


Which credit cards are accepted for payment?

TheaTheo accepts all Visa and MasterCard, both Credit and Debit, and is 3D Secure (Verified by Visa, and MasterCard Secure) enabled. Payments are made via Paypal. All your credit card information is protected by means of industry - leading encryption standards.

Please note that additional charges may be incurred if you are using a non-Malaysian issued card due to Foreign Exchange. There might a different amount reflected on your bank statement due to bank's cross border fee (different rates apply for different banks, please check with your respective card issuing bank). TheaTheo will only receive the payment indicated and shown in the checkout page.


Why was I charged with wrong amount in my order?

The item that you selected might incur a shipping surcharge. These charges will be reflected at your order summary prior making payment. TheaTheo will not impose any hidden costs for any orders made. Please note that additional charges may be incurred if you are using a non-Malaysian issued card due to Foreign Exchange. There might a different amount reflected on your bank statement due to bank's international processing fee (different rates apply for different banks, please check with your respective card issuing bank). TheaTheo will only receive the payment indicated and shown in the checkout page.

However, if your order was indeed charged with wrong amount (which rarely happens), please contact us at contactus@theatheo.com. We will assist you immediately.


Do you keep my credit card details?

Your security is important to us and we take it very seriously. Every credit card transaction occurs within a secure environment. We do not retain your credit card information after your order is completed; it is submitted directly to our banks.


Where can I request an official receipt?

TheaTheo's official receipt is normally sent via email once order confirmation has been completed.

However, in the event if you did not receive the receipt for the item, please send your request to contactus@theatheo.com. We will assist you right away.

Will I receive any order confirmation after placing an order?

Yes, you will! An order confirmation with order summary will be sent to you via Email right after you have placed your order with a successful transaction.

I have ordered and confirmed payment with TheaTheo. What should I do next?

Well, you are all caught up! All that is left to do now is wait for your parcel to arrive at your doorstep (or to your friend's doorstep).

On the side note, you will be receiving an Order Number and a confirmation email upon a successful transaction. If you have any further inquiries regarding your order, you may contact us at contactus@theatheo.com.


Can I contact TheaTheo to place an order?

Yes you may. You can email us your order details at contactus@theatheo.com. However, for this method of ordering, coupon codes or vouchers do not apply. Should you want to utilise your coupons, please use the ordering page here instead. Manual ordering is also only applicable using payment via bank transfer, you will need to provide us the transaction slip / screenshot to confirm your purchase.


Will I receive any order confirmation after placing an order?

An order confirmation with order summary will be sent to you through email right after you have placed your order.


How can I cancel my order?

Important Note: cancellation can only be done before order has been prepared (for urgent requests) or within 4 hours, whichever is earlier. Once the order is prepared or over the 4 hours period, any cancellation thereafter, cancellation is subject to approval, cancellation fee of RM10 applies.


What is the TheaTheo cancellation policy?

Before cancelling an order, please read and understand the following terms & conditions:

  • TheaTheo cannot reverse a cancellation once it is completed. After cancellation, we cannot restore your order.
  • Any coupons, discounts, or promotions used in conjunction with a cancelled order WILL NOT be valid or re-validated for any subsequent order.
  • We cannot guarantee that the price, availability, shipping fee, or any other element of a cancelled order will remain the same for any subsequent order.
  • Your refund will be processed within 48 hours and will be credited to your account within 5 to 15 business days, depending on your payment method, bank and/or financial institution.
  • The refund amount will be the net amount paid (or store credit used) by you and will not include any coupon amount.
  • In some cases, a cancellation cannot be processed. Please email our customer service for further assistance.
  • The remaining order’s value after your cancellation has to fulfil the same conditions for discounts, promotions, or minimum purchase value that applied to the order. If not, the entire order may be cancelled.
  • To ensure an enjoyable and safe shopping environment for all, TheaTheo has limited the quantity you may purchase on deals which are in high demand. We may also cancel an order if fraud is suspected.


Can I cancel an item or several items in my order?

  • Yes, you can cancel an item or several items in your order under the following conditions:
  • Cancellation is submitted within 4 hours from time on receipt and before the order is prepared.
  • The item(s) you want to cancel has not been shipped yet.
  • The remaining value after cancellation should still meet the conditions for discounts, promotions and or minimum purchase value.
  • However, if after cancellation one or several items in your order, the remaining order’s value does not match our conditions for discounts, promotions or vouchers, TheaTheo will cancel the entire order. You can re-order the item(s) you want again. However any coupons, discounts, or promotions used in conjunction with a cancelled order WILL NOT be valid or re-validated for any subsequent order.


Will I be charged any Cancellation Fee?

Cancellation is free of charge; We do not incur any cancellation fees if the order is cancelled within 4 hours from the time on receipt or before the order is prepared. Any cancellation after 4 hours will be imposed with a RM10 cancellation processing fee. We will process a full refund minus cancellation fee upon successful cancellation request. Your refund will be processed within 48 hours and will be credited to your account within 5 to 15 business days, depending on your payment method, bank and/or financial institution.


How do I know if my cancellation request was accepted?

Once you have submitted the request for cancellation, TheaTheo will process your cancellation. An acknowledgement email will be sent to your email address to advise that the order has been cancelled. Kindly note that once the request for cancellation has been made and approved, any special / promotional coupon may not be able to be reused.

Can I cancel the order and reorder using a coupon?

Yes, you can. Be reminded that coupon codes must be entered when you are at Payment step during checkout. In the event you forgot to key in the coupon code, you may immediately cancel the order and make a new order using the coupon code. However any coupons, discounts, or promotions used in conjunction with a cancelled order WILL NOT be valid or re-validated for any subsequent order.


How can I change delivery address/ phone number/ recipient for my existing order?

Changes in delivery address / phone number / recipient of the item will not be allowed after order has been successfully made. This is one of the precaution steps to avoid fraud attempt. Kindly ensure all of the information is correct prior placing an order.


Can I change my payment method after order has been made?

At TheaTheo, we do not offer an option to change payment method for your existing order. Hence, we suggest you place a new order and cancel your existing order immediately by sending us a request to cancel order via contactus@theatheo.comHowever any coupons, discounts, or promotions used in conjunction with a cancelled order WILL NOT be valid or re-validated for any subsequent order.


Can I change items in my order after the order has been processed?

At TheaTheo, we do not offer an option to change change items from your existing order. Hence, we suggest you place a new order and cancel your existing order immediately by sending us a request to cancel order via contactus@theatheo.comHowever any coupons, discounts, or promotions used in conjunction with a cancelled order WILL NOT be valid or re-validated for any subsequent order.


I accidentally ordered duplicate items. What should I do?

Yes, you may email us at contactus@theatheo.com to cancel a duplicate item. However, please bear in mind to send us an email within the free cancellation period of 4 hours, as the product might have been packed and shipped out. Alternatively, should we find issue with the order, we will give you a call at the registered number before proceeding, this is to ensure you are aware of the duplicated order and intended as such.


I received an incomplete order, what should I do?

Please notify us immediately at contactus@theatheo.com so we can assist you promptly.

If the missing item from your order is a gift/ bonus, we will push to deliver it to you soon.

If the missing item from your order is a part of a product, please return the item back to us in its original packaging, with full accessories and invoice.

Kindly read and follow our How to Return guide here.


I received the wrong item, what should I do?

If the item you received is not what you originally ordered, we are happy to exchange the items for you. Please notify us immediately at contactus@theatheo.com and we will assist you right away. To assure prompt return resolution, please pack the item in its original package, with full accessories and buying invoice.

I received damaged/ defective item, what should I do?

We apologize that your order was not received in its rightful condition. We understand your frustration concerning the state of your order upon its arrival. Kindly contact us at contactus@theatheo.com for immediate assistance with your damaged order.


If your damaged items need to be return, kindly have your parcel shipped to the following address:

DBE Collections

E-12A-01, One Soho

Persiaran Kemajuan

47500 Subang Jaya

Selangor.


Within how long should I inform TheaTheo about my damage/defective/incorrect item?

For faster process, we really appreciate if you could get back to us within 48 hours upon receiving a damage/defective/incorrect item. Your item will still be entitled for our 7-day return policy. Please notify us at contactus@theatheo.com. We will assist you right away.