FREQUENTLY ASKED QUESTIONS (FAQs)

THE BASICS

How do I create an account?
  1. Click on the "person" icon in the top right corner and you will be directed to the Login page.
  2. Click on Create New Account
  3. Fill your personal information into the registration form. Kindly ensure that all information is filled in correctly.
  4. An email notification will be sent to you upon successful registration

I am unable to sign in, what should I do?
  1. Check that you have entered your email address and password correctly.
  2. If you have forgotten your password, click on “Forgot Password?” and you will be directed to the password retrieval page.
  3. Enter your email address and we will send you an email to reset your password.
    Click the reset link in that email.
  4. Create a new password. You can then log in to your account with your new password.

How do I change my account information and contact details?
  1. Log into your account.
  2. Click on Modify Personal Info to edit your personal information or Modify Shipping Address to add or edit your shipping address.

ORDER PLACEMENT

Can I make changes to my order?
No, because your order is processed as soon as we receive it. Therefore, you will not be able to make changes to your order. If you change your mind after placing your order, you may return the item(s) within 14 days in compliance with our Return & Exchange Policy.

What happens if an item in my order is not available?
If an item you have ordered becomes unavailable or out of stock, you will be notified via email or a phone call from our customer service team. If we cannot arrive at a resolution, a refund via store credit(s) will be made to you accordingly.

How do I know if my order has been received?
After you place an order, you will receive an Order Confirmation via email from us with your order number and order details. Once your order has been fulfilled, packed and delivered out by our warehouse, you will then receive a shipping notification email which contains the delivery details and tracking information. Alternatively, you can log in to your Trio2u.com account and check your Order History in the My Account section.

How long can I keep items in my cart?
Products are kept in your shopping cart for as long as the product is available.

Are the same products offered online available in stores?
We are unable to guarantee that the same products will be available in stores.

Do the same products sold online and in stores have the same price?
We are unable to guarantee the same prices as online and in-store promotions may differ. The online price of our products is only valid for online purchases in Malaysia.

How do I cancel my order?
Orders cannot be cancelled once payment has been made. Please contact our customer service and we can guide you through our returns process.

RETURNS & EXCHANGES

What is your return policy for online purchases?
Please read our Return & Exchange Policy for further details and information.

Can I exchange my item(s) purchase online at Trio by Jerasia physical stores?

Yes. Please present your online tax invoice to verify your purchase. We only accept exchanges at physical stores. No refunds are allowed. If the price of the exchanged items is lower than the original price, the difference will not be refunded.

All item(s) for exchange must be returned to us undamaged, unsoiled, unwashed, unaltered and unworn, within 14 days of receiving your item ordered from our online store.

All item(s) for exchange must be returned in their original condition and include the original product packaging, price tags and labels

When do I receive my store credit once I have returned an item?
This return process may take up to 14 business days from receiving your item. An email will be sent to you once your store credit has been approved. Please be informed that our customer service team will contact you for any additional information if necessary. Refunds may take longer than 14 business days if there is a delay in your reply.

What should I do if I have received the wrong item or my item is damaged?
In the unlikely event that you received an incorrect or damaged item(s), please contact our customer service for further assistance.

SHIPPING AND DELIVERY

How much does shipping cost?
For Peninsular Malaysia, delivery charges are RM5.00 flat rate for orders below RM50.00 and free of charge for orders RM50.00 and above.

For Sabah, Sarawak and Labuan, delivery charges are RM10.00 flat rate for orders below RM70.00 and free of charge for orders RM70.00 and above.

There will be no refunds for all shipping and handling charges.

What is your delivery policy?

Trio2u.com can only fulfil orders to addresses in Malaysia. We do not delivery to any P.O. Box or international addresses at this point in time. Upon delivery, you are required to confirm the delivery of the package by signing off with the delivery person. You should inspect your package to ensure that it is not damaged or opened before acknowledging receipt of the product.

Deliveries are made using our standard packing materials and we do not provide any special packaging.

Each order can only be delivered to one address. If you require the products to be delivered to different addresses, kindly place separate orders for each address. Orders will be shipped out from our warehouse within 1-2 working day(s) if they are confirmed before 2:00pm, Monday - Friday, excluding public holidays Orders confirmed after 2:00pm on Monday - Friday, on Saturday and Sunday, or during public holidays will be processed the following business day. Confirmed orders will be processed up to 2 working days to be ready for delivery.

For Peninsular Malaysia, the delivery time will be 1-3 business days after the order leaves our distribution centre. For Sabah, Sarawak and Labuan, the delivery time will be 2-5 business days after the order leaves our distribution centre.

Delivery to rural or remote areas may take an additional 2 business days. All orders are processed as soon as payment is confirmed and will be delivered by our designation courier service provider.

What is my order status?
Once you login to your Trio2u.com account, you can view your order status. You can also email us and we will be happy to provide you with an update.

How can I track my order?
Your tracking number will be sent to you in the shipping confirmation email. You may also visit the designated courier service provider's website and enter your tracking number in the tracking system to see the status of your order. Please allow a few hours after you have received the shipping confirmation email to reflect the status of your order.

I have not received my order. What can I do?
In the unlikely event that you have not received your order and there has not been any status updates for your order after a week of receiving the shipping confirmation email, please contact our customer service team for further assistance.
Deliveries may be slower during public holidays and festive periods.

Do you offer international delivery?
Trio2u.com can only fulfil orders to addresses in Malaysia. We do not deliver to any P.O. Box or international addresses at this point in time.

Can I change my delivery address or personal information in my order?
If you notice your personal information or delivery address is incorrect after your order has been placed, please contact our customer service team immediately for further assistance.