How can I pay?

We accept the following methods of payment:

Credit Cards:

• Visa
• MasterCard
• American Express
• Discover

Can I change or cancel my order?

As items are NON-REFUNDABLE, we urge everyone to carefully review the items which they wish to purchase before making final payment. In the event that your item has a defect or isn't the one you purchased, please refer to our Exchange Policy.

How do I contact Customer Service?

shop@mountkinabalu.com

Which company will ship my package?

We use Pos Laju National Courier to do our shipping.

What is your exchange policy?

Items are non-refundable.

We do not pay for return shipping. However, if we have made an error in the shipment (shipped the wrong product or a defective product) that requires a return or exchange we will issue a call tag to get the product back and ship the replacement for free.

How do I track my order?

You will receive an email, together with a tracking number, notifying you that orders have been shipped. If you have further queries, please contact us at shop@mountkinabalu.com

Are my details secure?

We take your privacy seriously. We store any information you give us securely and we use high-level SSL encryption technology which is the most advanced security software currently available for online transactions. We do not store your personal credit card information so we will ask for this to process any returns.

How do I cancel orders before making payment?

After logging into your account, go to your Shopping Cart. Here, you will be able to make payment or cancel your order. Note: We cannot give refunds once payment is verified.

What happens if there's been a delivery mishap to my order? (Damaged or lost delivery)

We take such matters very seriously and will look into individual cases thoroughly. Any sample that falls under the below categories should not be thrown away before taking photo proof and emailing the photo of the affected item.

We regret to inform you that no refunds will be given for orders that fall under the below categories.
1. In the event of damaged samples received, we will require photo proof of the affected samples and your D.O (Delivery Order) in order for us to investigate and review before a decision is made to re-send the sample to you at no cost, subject to availability. In light of this, any sample that falls into this category should not be thrown away before taking photo proof and emailing the photo to us at shop@mountkinabalu.com

2. In the event of lost mail, we will try to locate the delivery team in Pos Laju and if there's a clear indication that your order is indeed lost, we'll re-send the order to you at no cost, subject to availability.