FAQ

General Inquiries:

Do I need to have an account to shop with you?

Yes, you can register an account here with us to kick start your first purchase. You may choose to sign up right now or when you hit the ‘Check Out’ button, entirely up to your own preference. By doing so, your details will be saved for your convenience and you may track your past orders too.

How do I place an order?

Simply login to your account, add the items you are interested into your shopping bag and check out!

Should you have any issue placing an order, you could also reach out to our friendly Customer Service Team by email us at contact@pazzion.com.my. We would be most happy to assist you with your queries!

Can I make changes to my order?

Yes, you could make changes to your order before the parcel is dispatch from our office. Kindly email us at contact@pazzion.com.my and we will do our best to assist you to modify your order accordingly.

Can I cancel my order?

Yes, you could cancel your order before the parcel is dispatch from our office. Please email us at contact@pazzion.com.my and we will assist you to cancel the order for you. Upon cancellation, an email would be sent to you to update you on the status. Kindly allow up to 30 working days for payment to be refunded to you.

Can I transfer my VIP membership to another person?

PAZZION's membership is non-transferable and cannot be shared with others. Meaning that the membership and benefits can only be used by the person who signed up for the membership. This policy is in place to prevent abuse of the membership benefits, such as sharing with non-members, and to ensure fairness and prevent fraud.

What should I do if I received a wrong/defective item?

We are sorry about it! Please email us at contact@pazzion.com.my with the following details for us to assist you with the exchange:

- Your order number

- The article number of the wrong/defective item you have received

- Photo(s), if applicable

If the replacement item is no longer in stock, store credit will be issued.

What are the payment methods?

You can easily make payment via these following methods:

- Credit Cards

- Debit Cards

- Paypal

- Online Banking

- E-Wallet

Do you provide repair service?

Yes, we only provide minor repair service for our shoes. Simply bring the shoes back to any PAZZION WEST MALAYSIA retail stores for our staff to evaluate the shoe condition, and we will advise you on the repair charges and duration accordingly.

If the accessories/crystals were unavailable, we will need to order them from our factory. Under such situation, kindly allow up to 60 days for your shoes to be repaired.

How to take care of my shoes/bags?

All our products are carefully crafted from quality materials for uncompromised comfort and exceptional durability. Taking care of your leather shoes is essential for it to withstand both time and wear.

Avoid getting your shoes wet and avoid exposing products to direct light and heat as it can cause variations in colour. If your shoes get wet, allow them to dry completely before wearing. Take extra care when wearing light coloured products and store them separately as colours may transfer onto each other. Do not store your shoes in shoe boxes for prolong period of time as it can cause materials to deteriorate in humid climates.

To clean, apply a small amount of water on a soft cloth and clean the affected area. Allow to dry naturally. Store in a protective bag in a cool, dry place when not in use.

Shoe Size Chart

Shoes Size Guide
*For kids shoes size may vary depend on the different shoe style, we’re strongly recommend you to provide us your little princess feet measurement, then we will assist you to find the right size.

Shipping & Delivery

How much is the delivery shipping fee?

At PAZZION.com.my, we provide FREE west Malaysia delivery for order over RM100, a flat rate of RM10 for order less than RM100.

Do you ship to rural place?

We will try our utmost to reach you subject to our Courier company have support to the area. We will contact you if we can’t make it, please allow us to process your refund within 30 days.

Do you ship East Malaysia?

Sorry we don’t ship East Malaysia at the moment due to the restriction from our franchise agreement.

Do you ship internationally?

Sorry we don’t ship international at the moment.

When will I receive my parcel?

All orders placed on Monday to Friday (excluding Public Holidays) will be processed and dispatched within 2-3 working days after payment verification. For orders placed on the weekends and public holidays, it will be processed on the next working day.

Delivery time for West Malaysia is around 2-3 working days after we dispatch the parcel. Once the parcel has been dispatched, our system will generate a tracking number and send it to you via email.

Where can I track my orders?

For local orders, we have 2 logistics partners – GDExpress.
GDExpress – Please log on to GDExpress to track your shipment.

Can I collect parcels by myself?

Yes, you can. You may request to collect your parcels at any of retail stores in Malaysia. Please leave a message in the comment box on which outlet you would like to collect from and we will arrange it for you accordingly.

Can I request to deliver to hotel?

To prevent any lost parcel, we are afraid that we are unable to cater to requests for delivering the parcel to any hotels.

Can I change my shipping address after my order has been dispatched?

We will not be able to redirect orders once your parcels have been dispatched. Kindly ensure that correct shipping address has been provided.

What should I do if I have yet to receive my parcels?

If you have not receive your parcel after the expected delivery date, kindly log on to the courier website to check on the shipment. You may contact our logistics partners directly or contact us at contact@pazzion.com.my for further assistance.

Store Credit

What is store credit?

Store credit is a value issued to your online account that can be used to offset any purchases made at PAZZION.COM.MY. The store credit can only be used at PAZZION.COM.MY.

Will my store credit expire?

Yes, the store credit will expire in a year from the date of issue.

Can I check my store credit balance?

Yes, you can login to your account and the store credit will be shown in the ‘My Account’ page as ‘Store Credit’.

How can I utilize my store credit?

If store credit is available for you to redeem in your account, it will be automatically applied to your purchase when you check out from the shopping bag. You will need to pay the remaining value if your order value exceeds your store credit balance. Any unused, remaining value can be used for your next purchase.

Terms & Conditions

Store credit is applicable ONLY for online purchases at PAZZION.COM.MY, NOT applicable for use in any of PAZZION WEST MALAYSIA retail stores.
Store credit CANNOT be redeemed for cash and are non-refundable, non-exchangeable and non-transferable, and it cannot be used for any gift vouchers purchases.

PAZZION VIP Privileges

What privileges do I enjoy as a VIP both at Pazzion West Malaysia Retail Stores and Pazzion.com.my?

  Privileges
-          PAZZION VIP Privilege Programme is valid for a lifetime.
-          Be the first to receive latest product news, exclusive offers and promotions,
-          Invitations to exclusive members-only events, workshops, and more.
  Discounts
-          Enjoy 10% discount on all regular-priced items at all retail stores in West Malaysia and on PAZZION.COM.MY.
-          Enjoy a one-time discount of 20% on all regular priced items on your birthday month.
-          Enjoy an additional 10% discount on the sale items which up to 50% during promotion periods.

Do note that, to enjoy 20% one-time birthday discount on our online store, please contact us via Whatsapps to get the discount code.

How can I join the PAZZION VIP membership?

Be entitled to our lifetime membership with purchase of RM500 and above of regular-priced items (gift voucher and shoe care products are not included) in a single receipt at PAZZION retail store in West Malaysia or PAZZION.COM.MY.

Can I enjoy the VIP member privileges online immediately after becoming a VIP member in the retail store?

Sorry not immediately, you can only enjoy the member privileges on PAZZION.COM.MY after you do an online activation for your account. Kindly refer to the ‘Steps for Online VIP Account Activation’ for more information on how to go about on this.

I have been a PAZZION VIP member. Can I also enjoy the VIP membership privileges online?

Yes, you can! Simply follow the steps below to activate your online VIP member privileges.
STEPS FOR ONLINE VIP ACCOUNT ACTIVATION:
STEP 1: Create an online account at Account Register.
STEP 2: Provide the following information and email it to contact@pazzion.com.my with the subject title “Online VIP Account Activation”.
-          Full Name
-          NRIC number
-          Contact number
-          Mailing Address
-          A copy of front and back image of your NRIC
STEP 3: Your application will be processed and you can start to enjoy your member privileges online in the next 2-3 working days. A confirmation email will be sent to your registered email address to inform you on the status of your Online VIP Account Activation before you start enjoying your member privileges at PAZZION.COM.MY.

I have spent more than RM500 in a single purchase online, how can I join the VIP membership privileges online?

Once you fulfil the VIP membership requirement, simply follow the steps below to register your online VIP membership.
STEPS FOR ONLINE VIP ACCOUNT REGISTRATION:
Step 1: Create an online account at Account Register.
Step 2: An email will be send to the you in order to request information below:
-          Full Name
-          NRIC number
-          Contact number
-          Mailing Address
-          A copy of front and back image of your NRIC
Step 3: Once we received the email with all the information, our customer service officer will upgrade your online account to VIP status.
Step 4: Our customer service office will enter the information to our system, so you can enjoy VIP membership benefit in our retail store too.
Step 5: Once our customer service officer completed step 3 and 4, a confirmation email will be sent out to you.

Do I need to enter any VIP member details during my purchase online?

No, your member discounts will be reflected automatically when you check out from the shopping bag.

Can I get 10% discount on regular priced item immediately on the purchase which qualifies me to be a VIP member?

In the store – 10% discount is only applicable for next purchase.
E-store – 10% discount only apply after VIP status is successfully activated, it normally take 2-3 days and a confirmation email will be sent out to you.