Store Policy

Payment

  • We support PayPal, and all Visa and Mastercard.
  • You will be notified via email upon completion of order confirmation.
  • Payments are process in a secure environment, your credit card information is submitted directly to our bank and we do not retain these information.
  • Official receipts are attached with the items in the parcel. For non-delivery items, official receipts will be sent via email.
  • As of 1st September 2018, all goods and services sold by an accommodation provider are subject to Malaysian Government imposed 6% service tax. All prices shown in our store are inclusive of taxes. A break down of taxes will be displayed in the order summary upon checkout and in the invoices / official receipts included with your order.

Shipping

  • We can only deliver to address in Malaysia.
  • We do not deliver to P.O. boxes.
  • Shipping fees will be automatically calculated and added to your order upon checkout.
  • Orders will be processed and shipped once credit card authorization is received.
  • Orders are shipped on business days only (Monday to Friday, except Public Holidays).

Return

  • You may return merchandise purchased online for defective, change of mind, fit reasons within 7 calendar days of receipt of your order, provided it is in its original packaging and has not been opened (except for defective items), used, altered or damaged.
  • If you receive and item that was damaged extensively to the carton during shipping, refuse the order and contact our customer service immediately by calling 04-3828888.
  • Virtual products such as coupons, vouchers and gift cards are non-returnable and non-refundable after purchased.
  • Please contact our customer service at 04-3828888 or at shop@ixorahotel.com to return your order. If your order was placed through hotel retail store, it can only be exchanged back to hotel retail store.
  • Return shipping charges are the responsibility of the customer except for defective items.
  • If returns are shipped to us from outside Malaysia, any taxes, duties, custom fees or shipping charges incurred from the return will be the responsibility of the customer.
  • Your refund will be credited to your original form of payment in 14 business day, in the amount of the purchase price. It may take longer for your credit to appear depending on your card issuer.