FAQ

Q. How do purchase my order on the site?
To order your purchase :-

  1. Click “Add to cart” button on the products you wish to purchase.
  2. Click “Continue Shopping” to continue add other products into the cart or click “Checkout” to proceed your payment for the products.
  3. You'll reach a log in page where you need to log in your account using your Username and Password. If you don't have an account created yet, you need to register an account before you proceed your payment.
  4. You'll need to confirm your shipping address on the “Shipping Address” page and click “next” button.
  5. From here, you need to select your shipping methods and click “next” button.
  6. Next you'll need to choose your payment method then click “next” button.
  7. After the steps before this have been done, You need to reconfirm your billing details and agree on the terms and condition.
  8. Click “Confirm Order” to complete the order.



Q. What are the payment methods available?
Thecatsgroup.com offers various kind of Payment Methods as shown below :-
1. Credit Card
Via Paypal (Visa or Mastercard / American Express / Paypal Funds) 
Via MOLpay (Visa or Mastercard / Internet Banking) 


2. Invoice / Cheque / Offline Bank Transfer

Bank : MAYBANK
Bank Account : THE DAYLILY GROUP TRADING
Account Name : 551230011914

After you made the payment, please send us the payment details of :
Bank Name :
Banking Date :
Banking Time :
Banking Reference No :
Total ammount you have paid :
Your Order No :

You may scan and email us the above info to Email Address : thecatsgroup@gmail.com.

Note: Your purchased products will not be delivered until we have this confirmation.


Q. How to change my account personal information and shipping address?

  • Log-in your account → Click on “Account Maintenance” → Edit your account information and Shipping address here.



Q. I forgot my Password for my account. What should I do to retrieve it?

  1. Click on “Lost Password?” and fill your email that used to register the account in the box.
  2. Click Submit.
  3. A verification token will be sent to you. Once you have received the token, you will be able to choose a new password for your account.



Q. Can I cancel an existing order that have been made?
Yes,  only if the order is still on pending status.

- Please send an email to our customers service email at thecatsgroup@gmail.com with the message title “Request to cancel order” in order to inform us about the cancellation order.

- Orders that are in shipping or shipped will not be cancel.



Q. What is the product's transaction currency?
All products transaction currency will be done in MYR

Q. How long does the delivery usually takes?
Delivery usually will takes about 2 Day to 14 Days

Q. I still have doubts!
Sorry that we're unable to clear your doubts in the F.A.Q page. Please kindly send us an email to thecatsgroup@gmail.com for us to clear your doubts.

 

1. Account Registration

1.1 Do I need to register to shop?

Yes. Registering with us helps speed up the ordering process for you, as we would already have with us your billing and shipping details. It also allows you to keep track of your current and past order, and payment status.

1.2 How do I create an account?

Click here to register by filling in your details and following the instructions.

1.3 By registering, will I automatically receive updates on new arrivals and any ongoing sales and promotions?

No, not unless you sign up to our newsletter. By signing up, you will be the first to know of our new arrivals, exclusive discounts, promotions and flash sales.

1.4 Will you pass my details to any other companies?

No, we will not pass your details on to other companies. Don't worry! All information you provide us with is strictly confidential and will not be shared with any third parties.

1.5 What do I do if I have forgotten my password or my password does not work?

If you've forgotten your password, just click the"Forgotten Your Password" and a link to reset your password will be emailed to you right away. If you still do not receive an email, write to thecatsgroup@gmail.com and we will assist you promptly.

1.6 What is your online security policy?

We want to make sure you're safe and secure when you're shopping with us online. Rest assured we do not sell nor disclose any customers' personal information to other parties for any purposes.

 

2. Orders

2.1 How do I place an order?

  • First step is to register with us as a member by clicking here.
  • All you need to do now is browse! You can search for something specific by using the search bar or search by image by clicking the CAMERA icon. If you're looking for a particular type of item, you can browse by category located along the top of the page. Our latest items are located under the WHAT'S NEW category link and you can filter your search by size and colour. 
  • Once you have found the item you want, select your size and click on the ADD TO CART.
  • You can either click on the Continue Shopping or review the items in your cart by clicking on View Cart & Checkout.
  • If you're happy with the items in your shopping bag, click PROCEED TO CHECKOUT to complete your order. If you have a discount code you'd like to use, key it in the box provided before checking out. 

2.2 What do I do if there's a problem with my order?

Our customer service representatives are more than happy to help you. You may contact us via live chat, email us at thecatsgroup@gmail.com , or call+6 018-3911072. For international customers, our number is +6018-3911072.

2.3 What payment methods do you accept?

You can either pay by:

  • Online banking (FPX)
  • Credit & Debit Card (Visa & Mastercard)
    All our payment gateways capture payments in Malaysian Ringgit. If your card's currency is other than Malaysian Ringgit, you may be subject to a currency-conversion fee from your card issuer. We recommend consulting your credit card provider for information on any applicable fees.
  • PayPal
    If you pay through PayPal, PayPal will provide automatic currency conversion based on the current rate for MYR. Kindly note PayPal's currency conversion fee is added to the exchange rate, set by an external financial institution. Contact PayPal directly for more details regarding how they determine their currency conversion rates and fees.
  • Grabpay
    Only for Malaysian Grab users only

2.4 I couldn't proceed with payment and my order status is Pending. How do I proceed?

Kindly contact us immediately and we'll assist in canceling your order so that you can place a new one. We'd ask for your kind assistance not to bank in/transfer the amount to our bank account as we can't guarantee the item you purchased is still in stock. In the case that you made a payment manually, we will have to refund you in store credit.

2.5 Can I cancel my order?

You will need to call us on our hotline as soon as possible so that we won't process your order. Unfortunately, we are not able to cancel selected items. If you wish to proceed with cancellation, we can only cancel the whole order. Kindly note that all refunds for cancellation will be in store credit.
If it's too late to cancel your order, we will need to ask you to return the items and you will be reimbursed in the form of store credit. Please find 'Return' section below.

2.6 Why was my order canceled?

In most cases, orders are automatically canceled if we do not receive payments from you. However, if the amount has been deducted from your bank account, kindly email us at 018-3911072 and we'll check accordingly.

2.7 How do I add an item to my order after checking out?

You will need to make a separate order altogether.

2.8 I received my order, but one of them is missing. What do I do?

We are terribly sorry about that! Please email us your order ID and the item you did not receive to thecatsgroup@gmail.com 

2.9 I've received an incorrect item in my order. What do I do?

We are terribly sorry about that! Please email us your order ID, the photo of the incorrect item and the item you did not receive to thecatsgroup@gmail.com . You will then need to return the incorrectly received item back to us. Click here for information on how to return an item.

2.10 I've received faulty item. What do I do?

We are terribly sorry about that! Please email us your order ID along with photos of the defect item for us to check further with the team to thecatsgroup@gmail.com.

2.11 Can I change my address once my order is placed?

It is best to contact us immediately and provide us the order number and correct address as soon as order is placed. If it is doable, we will assist you accordingly in amending the address.

2.12 When will you process my orders?

Orders are processed within 24 hours. However, for orders placed on weekends and Public Holiday, they will be processed on the next working day.

2.13 Which address should I ship my order to?

It is best to use an address in which you wish to receive the item or have a person ready to accept the parcel.

2.14 Are items in my cart reserved for me?

Putting an item into your cart does not reserve or hold that item for you. Until you proceed to checkout and make payment, that item will still be available to other buyers.

2.15 Why is my item notified as Out of Stock?

We perform stringent quality checks and if your item is the last piece available that failed our checks, we will cancel and refund (for pre-paid) the item even if your order was confirmed. You will then receive an email notification upon cancellation.

 

3. Payments

3.1 How do I make a payment?

During checkout, you may select your payment method at Step 2. If you have any voucher code or reward/credit points to apply, you may also key in and click apply accordingly.

3.2 How To Save / Remove Your Credit / Debit Card

To save a new card, you may click 'Add a new card' at Credit/Debit payment option. To remove a card, click edit at the selected card, and proceed to click the 'X' dt.

3.3 Do you accept AMEX?

No, unfortunately we do not accept Amex at the moment. Only Visa/Mastercard are accepted for payments in our payment gateway.

3.4 What are my payment options?

You can either pay by:

  • Online banking (FPX)
  • Credit & Debit Card (Visa & Mastercard only)
    All our payment gateways capture payments in Malaysian Ringgit. If you check out in a currency other than your credit card's currency, you may be subject to a currency-conversion fee from your card issuer. We recommend consulting your credit card provider for information on any applicable fees.
  • PayPal
    If you pay through PayPal, PayPal will provide automatic currency conversion based on the current rate for MYR. Kindly note PayPal's currency conversion fee is added to the exchange rate, set by an external financial institution. Contact PayPal directly for more details regarding how they determine their currency conversion rates and fees. 
  • Grabpay
    Malaysian Grab users only.
  • hoolah
    For residents of Malaysia only.
  • Maybank EzyPay Installment Plan Payment (IPP)

Applicable to all Visa/ MasterCard/ American Express Credit Cards issued by Malayan Banking Berhad (Maybank) for orders of RM500.00 and above. Customers can enjoy a 6-month installment plan with 0% interest. To opt for this option, you will need to choose Maybank EzyPay IPP as the payment method during checkout.

3.5 What is hoolah & how to use it?

Hoolah is a payment option that allows you to get the items you need via a 3-month installment plan with 0% interest. You can use either debit or credit cards from any banks to make your purchase. *For residents of Malaysia only.

How to use hoolah?

  • Add the items to your shopping cart and checkout as per usual.
  • Select hoolah as your payment option.
  • You will be redirected to a secure payment gateway to complete your order.

For first-time users, please enter your details to create a hoolah account.

  • Please enter your card details for first and subsequent installments. Deduction will be automatic from card with no interest or fees in 3 months.
  • Once you have checked the order and payment details, please click confirm to complete the purchase. Hoolah will send you reminder emails 3 days before your payment due date.

For more information, kindly visit: https://help.hoolah.co/en/?ref=explainer

3.6 Can I opt for a refund & how long does it take?

Please be informed that refunds are only available to CAts store credit. For refunds back to customer's original payment method, however, it will be based on case to case basis.

  • Refund via Credit/Debit Card will take 7-14 working days (excluding weekend & Public Holiday).
  • Refund via Online Banking will take 5-7 working days (excluding weekend & Public Holiday).
  • Refund via Paypal will take 5-7 working days (excluding weekend & Public Holiday).
  • Refund via Grabpay will take 5-7 working days (excluding weekend & Public Holiday).

3.7 Is my payment secure?

CREDIT CARD INFORMATION STORAGE

All credit card information are securely encrypted and stored with our gateway Cybersource, which is a subordinate company by VISA. This gives a second layer of protection for customers credit card information.

CVV

When you submit your credit card information, including CVV, our job is to encrypt the info and security transmit to issuers for payment verification and approval. However, verification of the CVV is totally upon issuer's decision. However, we can help to raise the concern to issuers.

3.8 My payment was successful, but I did not get any order confirmation. Help!

Once payment is successful, an automated email confirmation will be sent to you. Kindly check your spam and junk folder as well. If there is no email received, kindly contact us at thecatsgroup@gmail.com or call us for us to check further.

3.9 I received an Order Number, but have yet to make my payment?

For this matter, kindly contact us at thecatsgroup@gmail.com  or call us for us to check further.

 

4. Returns

4.1 What is your returns policy?

Returns are accepted if returned within 30 days of receipt (for local and international orders) in exchange for CAts Store Credit only. Only clothes that are unworn unaltered, unwashed and in its original packaging with returns label still attached can be returned/exchanged.

For exchanges, kindly indicate the new size/color you'd like to exchange with in the return form. If the item requested is not available in stock, we will have to give you store credit instead. If you'd like to exchange to a different item altogether, we will first refund you in store credit and you may place a new order for the item.

Beauty products, stationery, intimates, swimwear, accessories (including jewelry, bags), headscarves (including inners), home and living products (including candles, diffusers) are non-returnable. Sale and markdown items are also non-returnable and non-exchangeable.

For returns and exchanges, customers are advised to notify us first at thecatsgroup@gmail.com by quoting the order number and product details.

We do reserve the right not to allow the return of products or refund of any transactions although the condition above is met.

Please refer below for our terms and conditions:

Category

Returnable

Exchangeable

Full price items

   

Items purchased with coupon or discount code

   

Sale and markdown items

   

Skincare and beauty products

   

Home and living products

   

Stationeries

   

Intimates

   

Swimwear

   

Accessories, including jewelry and bags 

   

Headscarves and scarf inners

   

*Only selected codes apply. Please inquire further at thecatsgroup@gmail.com for codes that are returnable.

Items that are damaged, marked or altered will not be accepted. Any items returned under these conditions and/or fall under non-returnable categories will be sent back to the customer.

4.2 How do I return something to you?

You can return any item to us within 30 days of receiving your order (just make sure your items are in the original condition and garment tags still attached). Please repack your items in the original packaging and ensure it is secured.

Malaysia
Returns can be dropped off at the nearest Poslaju counters or PostCo centers. Kindly keep a record of your return tracking number.

  • Poslaju
    Please fill in your return form, and Poslaju returns slip. Insert your return form in your parcel along with your item(s) and ensure it is packed securely in the original flyer you have received. Drop it off at the nearest Poslaju outlet and keep a record of your return tracking number.
  • Fashionvalet Stores (Bangsar Village II, Publika or IOI City Mall only)
    Drop off your parcel for free at one of our stores
  • PostCo
    Submit your return form hereand click 'Return here' accordingly and repack your item(s) with tags intact in the reusable flyer provided.
    • Kindly select TheCAtsGroup as the retailer and fill in your details. Please ensure under 'Order Reference' should start with CAts100xxxxxx (CAts1001123467).
    • If you are returning more than one (1) item, please select 'others' and write down your items that are being returned.
    • Locate the nearest PostCo location near you by entering your address or postcode.
    • Fill in your remaining details and click Download Return Form.
    • Please print out the generated return form and paste it on your parcel. Please ensure your parcel is sealed securely. Parcels that are not secured and with no Postco return form in the front will not be accepted.
  • PostCo (Pick-up)
    To support the current restrictions in place due to COVID-19, PostCo Malaysia is offering parcel collections for our customers in Klang Valley who wish to return their purchases to FashionValet! 

i. Submit your return here, click on 'RETURN FROM HOME' accordingly and repack your item(s) with tags intact in the reusable flyer provided.
ii. Kindly select **FashionValet** as the retailer and fill in your details. Please ensure under “Order Reference”, the order number should start with CATS100xxxxxx (CATS100234567). 

iii. If you are returning more than one (1) item, please select “others” and write down your items that are being returned.
iv. Fill in your details including the pick-up address together with the time and date for the parcel collection. Kindly note that this service is only offered to those in MUAR.
v. Once the returns booking is submitted, the Return Form from PostCo will be generated and emailed to you. You will need to **print the Return Form and paste it on your parcel**.
vi. If you are unable to print the Return Form, please proceed to tick the box: "I don't have a printer to print the shipment label". Please input the JT number as the tracking number. The JT number can be found in the invoice that you had received in your parcel and it starts with JT01100xxxxxx. You may then paste the invoice on the parcel.

Singapore
Submit your return form here and click 'Return here' accordingly and repack your item(s) with tags intact in the reusable flyer provided.

  • Kindly select THECATSGROUP as the retailer and fill in your details. Please ensure under 'Order Reference' should start with CATS100xxxxxx (CATS1001123467).
  • If you are returning more than one (1) item, please select 'others' and write down your items that are being returned.
  • Locate the nearest PostCo location near you by entering your address or postcode.
  • Fill in your remaining details and click Download Return Form.
  • Please print out the generated return form and paste it on your parcel. Please ensure your parcel is sealed securely. Parcels that are not secured and with no Postco return form in the front will not be accepted.

International
Please send your parcel to the address below :

THE DAYLILY GROUP TRADING
NO 123
KAMPUNG RAJA
PAGOH
84600 MUAR,JOHOR
Malaysia

 

For international returns/exchanges, shipping costs are borne by the customer and we are not liable until item reaches our office, as per our Returns Policy. For customs purposes, kindly declare the items as returns/defect. Do update us on the tracking number if you have it so that we can keep an eye out for your parcel.

You may email our team at thecatsgroup@gmail.com for further information and our customer service representative will be happy to assist you with the return process.

4.3 Where can I find the Return Form?

You can print the return form here

4.4 Can I exchange my item to a new size/color?

Yes of course! When you return your item to us, kindly state in the return form the new size/color that you want and we'll process it accordingly. If the item is not available in stock, we will have to give you store credit instead.

4.5 Will you refund me my delivery charge?

You may drop off your parcel for free at your nearest PosLaju branch with the consignment note provided in your parcel.
However if you did not get the PosLaju consignment note and/or you get charged for your parcel, send us a photo of the receipt. We will proceed to refund the amount to your store credit account.

For international parcels, unfortunately shipping costs are borne by the customer and we are not liable until item reaches our office

4.6 When will you process my return items?

Once received, we will take 1-3 working days to process the parcel. We will update you via email once the process is complete.

4.7 I returned an item and it was incorrectly refunded or replaced.

Do email us at thecatsgroup@gmail.com and we will check on your orders accordingly.

4.8 Can I come and collect or return a parcel in person?

We truly apologize as we don't accept walk-in pickup and/or returns at our warehouse. You may ship your item to us or drop the parcel at one of our stores.

4.9 Will my reward points be refunded if I return my item?

Unfortunately, reward points are nonrefundable as it has been utilized for your prior purchase.

4.10 Can I re-use the Voucher Code if I return an Item?

Voucher codes cannot be re-issued and are non-refundable. If you return an item which was purchased using a voucher code, only the final paid price (after discount) will be refunded.

4.11 What are my return and refund options?

Should there be any cases that do not fall under any category above, you may email us at thecatsgroup@gmail.com.
All return request will however be subjected for review & approval.

 

5. Reward Points & Voucher Code

5.1 How do I earn my Reward Points?

Reward Points are like loyalty points. Every Ringgit spent with TheCAtsGroup will entitle you with 1 reward point. The accumulated reward points can be used to offset the total for your next purchase.

5.2 How do I redeem my Reward Points?

To use your Reward Points, simply proceed to check out and click"Apply" under Reward Point in Step 2 during checkout.

5.3 Do Reward Points expire?

No, Reward Points has no expiry date and can be used for purchase of any item on the website.

5.4 Are Reward Points transferable/ refundable?

No, unfortunately Reward Points are non-transferable and non-refundable.

5.5 My order has been cancelled, and my Reward Points are missing?

Kindly contact our customer support at thecatsgroup@gmail.com or call us for further assistance.

5.6 Can I utilize my points at the store?

No, Reward Point is only applicable for online purchase on the website.

5.7 Can I collect Reward Points for purchase at the store?

Yes of course! You will need to key in your details on the iPad available in stores. You can also key in your details here

5.8 What are your standard terms & conditions for sales using voucher codes?

  • For registered members only.
  • Applicable once only in a single receipt.
  • Discount codes cannot be combined.
  • Cash vouchers and reward points are not exchangeable for cash.
  • Most offers exclude brands CAts  unless specified.
  • The Daylily Group Trading has the rights to amend their terms & conditions at any time.

5.9 How do I apply my voucher code?

You may enter the coupon code/voucher code at the designated box provided at Step 2 during checkout. Be sure to login before applying any code to checkout.

5.10 How many voucher codes can I apply per order?

Only one voucher code can be applied per order.

5.11 Why is my discount code not working?

Please bear in mind that brand exclusions may apply and it's up to FV's discretion to omit them from the promotion. Apart from that, always remember that you must be logged in for the code to work!

5.12 Can I return & exchange items that I have purchased with voucher code?

Only purchase with selected codes are returnable & exchangeable. Please inquire further at thecatsgroup@gmail.com for codes that are valid for returns & exchange.

5.13 What happens to my reward points if I return an item?

Unfortunately, reward points are nonrefundable as it has been utilized for your prior purchase.

 

8.1 Do you restock items?

Some items are restockable. Whenever we get a restock, we will usually announce it in our newsletter and update our BACK IN STOCK tab, so it's good to check frequently.

8.2 Can you let me know when an item has been restocked?

Unfortunately, we are unable to do so. Sorry :( We usually announce restocked items in our newsletter and Instagram, so don't forget to subscribe and check frequently!

8.3 How do I stock/sell my products on your website?

Easy! Please email our buying team at buying@fashionvalet.com and provide photos of your product, website address (if any), price range and any relevant information that you think we should know.

8.4 Where can I find product measurement?

You may scroll down and find the measurement tab beside/under the product details tab.

8.5 Can I add any Gift Wrapping service / Notes / Gift Cards?

Unfortunately, at the moment, we do not have any gift wrapping service/gift cards, but stay tuned on our social media for any updates. For special request to add notes to orders, kindly email us at thecatsgroup@gmal.com and we will check with the team if it is doable.