FAQ (Frequently-Asked Questions)
How Do I Make A Payment?
Credit Card Online
We accept Visa and Mastercard from all major banks.
Company Cheque
We understand that certain company policies may require orders to be paid by cheque.
Should you choose to pay by cheque, kindly call our Customer Service Team at 03-89943336
and we will assist with completing your order.
How Secure is My Online Credit Card Transaction?
To ensure the security of your credit card transaction, all transactions will be
made through Global Payments Card Processing Malaysia Sdn Bhd (a joint venture partnership between Global Payments Inc. and HSBC) and protected with SSL and 128-bit encryption.
How Do I Know if My Order Has Been Delivered?
You will receive an SMS notification the day after your order has been delivered.
Alternatively, you may also track your order status via our website under MyAccount.
Your order status will be reflected as follows:
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APPROVED
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Payment has been approved and we will start processing your order soon.
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CLEARANCE IN PROGRESS
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Pending payment verification with our payment gateway
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PENDING CLEARANCE
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The Order is pending cheque payment.
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SUSPENDED
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The payment was not successful. Please check with your credit card issuing bank
before re-initiating the payment process.
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FULFILLED
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We are currently working hard to prepare your order for delivery.
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DISPATCHED
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Your order is currently en-route and will reach your recipient soon.
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DELIVERED
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Your recipient has received your Order.
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UNDELIVERED
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We encountered a slight problem in delivering your order. Our Customer Service Team
will be in touch with the recipient to arrange for a re-delivery.
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Can I Purchase My Order as A Gift?
Yes, all our hampers come are wrapped in a box and are presentable as gifts. All
you need to do is provide the recipient’s accordingly and we will deliver the order
to their doorstep.
How Much Do I Pay for Shipping and Where Can I Ship To?
A flat rate of RM30 will be charged for each order. Kindly
click here for detailed information on available delivery areas.
We regret that we are currently unable to deliver outside the Klang Valley and Putrajaya
area. Rest assured that we working to upgrade our product offering and will notify
you once we expand our delivery area.
What is Serunai's Exchange and Cancellation Policy?
Please see our Exchange Policy and Refund Policy for information on Returns,
Exchanges and Cancellations.
How Secure is the Information I Have Provided Online?
We work to protect the security of your information during transmission by using
Secure Sockets Layer (SSL) software, which encrypts information you input. It is
important for you to protect against unauthorized access to your password and to
your computer. Be sure to sign off when finished using a shared computer.
All the information stored at Serunai will not be sold, shared nor provided
to others outside the domain without your explicit permission.
What Do I Do if I Need To Speak to Someone?
Our Customer Service Team can be reached via the following channels: