FAQs

 

FAQs (frequently asked questions)

DELIVERY TIME & TRACKING NUMBER

  • Please allow us 24 - 48 hours (1- 2 days) to process, pack and sanitise your orders before transferring them to our courier
  • You will receive a total of 2 emails.
  • The 1st email is an order confirmation, this means that we have received your order and is preparing to ship it out.
  • Please check to make sure your address and phone number and item choices (colours & quantity) are correct.

 

  • CHANGES TO ORDERS:
  • All changes need to be made BEFORE we shipped out your orders.
  • If there are any changes needed to be made to your orders:
  • Quickly hit the chat icon at our website: atma-my.com
  • Or you may email: hello@atma-my.com
  • Or you may DM us at Instagram @atma_hq to make the changes.
  • We are not responsible for any parcel with incomplete address and phone numbers.
  • If your parcel has been shipped out with the wrong address / wrong phone number, it will require additional postage fees (RM10.00 SM / RM15.00 SS / RM30 SG ) for us to ship it back to you.
  • Therefore, please check your confirmation email and make sure your postage details are correctly given.
  • The 2nd email is the tracking number update and this will be given out in 1-2 days after day of purchase.
  • Any updates to your tracking numbers will be given via e-mail, or you may choose to receive automated 'SMS tracking' at our 'thank you page' after payment is being made.

 

  • DELIVERY TIME :
  • The TOTAL estimated delivery days ( standard normal courier delivery time with no covid19 interruptions ) are as follows:
  • Semenanjung Malaysia : 2 - 5 days 
  • Sabah/Sarawak : 5 - 7 days
  • Singapore: 5 - 9 days
    • Working days does not include Saturdays & Sundays and Public holidays.
    • Due to COVID19 restrictions, some orders may take longer to arrive, we thank you kindly for your patience and understanding during these difficult times.
    • We assure you that as of this date, all of our customer's parcel has been safely delivered.
    • If it takes longer than the working days mentioned for your items to arrive, please drop us an email: hello@atma-my.com. We will gladly help you sort the whereabouts of your orders immediately.

     

    I DIDN'T GET MY CONFIRMATION EMAIL

    • A confirmation email will be sent to the email YOU entered during checkout immediately upon successful payment.
    • An email with the tracking number will be sent 1-3 days after purchase. (Processing time and tracking updates from Ninjavan/JNT/DHL)
    • Your email for the confirmation order will be from: hello@atma-my.com
    • If it is not there, kindly check your spam/junk inbox first.
    • If it is still not there, maybe the email you entered was incorrect during checkout, worry not, you may provide us with the correct email and we will help change it for you.
    • Kindly email us at: hello@atma-my.com to notify that you have not received any confirmation email immediately upon successful payment.

     

    EXCHANGE REFUND POLICY

         EXCHANGE:
    • We encourage customer to make proper measurement according to size chart provided.
    • We do accept size changes. However, purchaser will need to bare all postage cost involves.
    • We will only ship newly exchanges size once we have receive the return product.
          FOR FULL REFUND:
    • If you wish to get a full refund, you must inform our team within 14 days after you have receive the product.
    • Eligibility for a full refund:
    1. Customer received the item in damaged / non-functional condition.
    • For a full refund to take place, the items must be sent back, unused, and in it's original box and packaging.
    • Customers will bare the cost of postage back.
    • Refund process will take between 7-14 days after we have receive the return of product.
    • We have the right to reject any full refund request if we receive the returned items in an unacceptable condition.

          CANCELLATIONS:

    • Any cancellations made before shipping, will incur a 15% admin charges.
    • In a case of items has been shipped out, we humbly apologise as we do not accept any form of cancelations.

     

    WORKING HOURS

    • Our official working hours are:
    • MONDAY - FRIDAY  (9 am - 5 pm) 
    • MONDAY - FRIDAY (After 5 pm)
    • Please expect delays.
    • We will reply to your requests as soon as possible.
    • SATURDAY / SUNDAY / PUBLIC HOLIDAYS 
    • Please expect delays.
    • We will reply to your requests one by one on first come first served basis.

     

    • HOW TO REACH US:
    • 24/7 Chat button (bubble icon) on our website page
    • Email us :
      FOR FULL REFUND:
      • If you wish to get a full refund, you must inform our team within 14 days after you have receive the product.
      • Eligibility for a full refund:
    • Instagram DM: @atma_hq