Home/Frequently Asked Questions
Frequently Asked Questions2020-07-09T09:40:53+08:00
What are your shipping rates?2020-07-09T09:29:31+08:00

Please kindly visit our Shipping Info for detailed information.

How can I track my order?2020-09-21T04:38:59+08:00

Please check your order status by logging into your account.

Do you deliver overseas?2020-09-21T04:37:23+08:00

Sprry, we do not offer international shipment.

Can I change my delivery address after I have made an order?2020-09-21T04:36:47+08:00

Sorry, it is not possible for us to change the delivery address after confirmation, please make sure your delivery address is correct before you confirm your order.

Why have I not received my order?2020-09-21T04:34:26+08:00

If your order has not been delivered by the promised delivery lead-time, Please email our customer service at enquiry_letter@color.my.hoyu.com, we are happy to assist you.

What if no one is at home to receive the package?2020-09-21T04:33:31+08:00

If orders are undelivered during the first try, courier service company will contact you for further arrangement. If you require additional delivery, additional courier fees will have to be charged. Please arrange your time before make any purchase.

Can I ship to an address that is different from my billing address?2020-07-09T09:31:47+08:00

Yes, that option is available during your checkout process.

What do the order statuses in my account mean?2020-07-09T09:32:07+08:00

Pending – payment is still pending.
Processing – we are picking your order in our warehouse.
Completed – your order is shipped.

How will Hoyu Malaysia package my order? Will it be bubble-wrapped?2020-08-19T02:59:06+08:00

All items will be bubble-wrapped and delivered in a plastic courier bag. In the process of delivery, it might cause some minor damaging on the outer box but the it will not affect the usage of the product.

Can I call to place an order?2020-07-09T09:33:14+08:00

We don’t accept phone orders. But if you can’t find an item. Our customer service representative can assist you. Please contact our customer care team by phone on 03-62032251/1252, from 9am to 4pm Monday – Friday. For security purposes, we are unable to check-out the order over the phone for you.

Can I place my order online and collect it from Hoyu Malaysia warehouse/office?2020-07-09T09:33:34+08:00

Sorry. Self-collection on your orders is not available.

How do I know if my online order has been successful?2020-09-21T04:30:18+08:00

When you place an order on our website, you will receive an email containing your confirmation order.

How can I amend or cancel my order?2020-07-09T09:34:11+08:00

We are unable to amend existing orders once they have been placed. Hence your order status is ‘processing’, your shipment is being prepared and you will not be able to cancel. Therefore, please double confirm & checking before you consider buying.

How do I pay you?2020-07-09T09:34:29+08:00

We accept Credit / Debit payment via iPay88, and payment via Cash / Bank Transfer and Internet Banking through iPay88.

Why has my order been cancelled?2020-09-21T04:28:32+08:00

We apologize that your order has been cancelled, the reasons for cancellation are normally due to a payment problem, stock issue or due to a technical error on our website. Please email our customer service at enquiry_letter@color.my.hoyu.com, we are happy to assist you.

Why has my order been refunded?2020-09-21T04:27:55+08:00

Please accept our apologies if this have caused any confusion. If you have any further questions about this refund, please email our customer service at enquiry_letter@color.my.hoyu.com, we are happy to assist you.

What is the ‘Card Validation Code’ I’ve been asked for during my purchase?2020-07-09T09:35:53+08:00

The Card Validation Code (CVC) is the last three small numbers printed on the back of your credit or debit card. Turn your card over and look at the signature strip. You will see some printed numbers. The last three digits are separated from the others by a space. These last three digits is your Card Validation Code.

How do I use promotion code?2020-07-09T09:36:16+08:00

In order to claim an online discount, you will need to enter a promotion code on the final payment page.

When you go to the checkout, underneath your order summary is a box which allows you to enter your promotion code. Click apply and your discount will be applied to your order.

Why is my promotion/voucher code not working?2020-09-21T04:25:30+08:00

The most common reasons for promotion codes not working are expired codes, non-eligible products or not hitting promotion requirements. Please note that promotion codes are case-sensitive. If you are experiencing any problems applying your promotion code, Please email our customer service at enquiry_letter@color.my.hoyu.com, we are happy to assist you.

I do not have a credit/debit card. Can I pay via bank transfer/cash deposit/cash via mail?2020-07-09T09:37:27+08:00

Yes, you may use online bank transfer (through iPAY88).

How do I make an order? (Step-by-step guide)2020-07-09T09:37:41+08:00

Select the product you want, enter the quantity you need, and click “add to cart”. Click on the “shopping cart” at the top right hand – your full shopping cart will be displayed. Click on “check-out” at the bottom of the page. This will bring you to check-out form – you would need to enter in detail such as billing, delivery and payment details.

Can I change my shipping address?2020-07-09T09:38:24+08:00

You may update your address book by clicking the ‘my account‘ link at the top of the page and selecting ‘addresses‘, from here you can add, remove and amend your addresses. If you have already placed an order, changes will not alter the delivery details of your existing order.

How long is the expiry period for the products?2020-09-21T04:23:05+08:00

Our product is good to use for at least 3 to 5 years from its manufacturing date depending on the range, if it is unopened. Please email our customer service at enquiry_letter@color.my.hoyu.com for further enquirers, we are happy to assist you.

If I have questions with my hair color products, how can I do?2020-09-21T04:22:05+08:00

Please email our customer service at enquiry_letter@color.my.hoyu.com, we are happy to assist you.