FAQ

How do I Place an order?

1. Select an item you would like to purchase, and then click the "Buy Now" button from either the quick view or product detail page.

2. You can then choose to continue shopping or go directly to Checkout.

3. Once you are finished shopping, click on Shopping Cart at the top right corner of page, and follow the Checkout steps.

You will receive an email confirming your order that includes your order number.

    If you prefer to find out more, you can have live chat with us by clicking "Send Us a Message" at the right bottom icon seven days a week, 9 a.m. - 10 p.m. 

    How quickly will I receive my product?

    Orders received after 11 a.m. local time are processed within the day and send out the next business day after received of payment. Normally it will take 2-3 working days for West Malaysia region and 3-5 days for East Malaysia. 

    Please note that on occasion, such as during holiday rush and large sale events, there may be a slight delay in processing time. Your business is important to us, and we make every effort to process your order as quickly as possible.

    Working days: Monday to Friday. 

    How do I check my order status?

    You will receive a shipping notification that includes tracking information. You can track your shipment through the carrier using this information. 

    You can visit POS Malaysia website http://www.pos.com.my to trace your parcel status or download POS Mobile Apps from Apps Store. Just key in the full tracking number eg. "ENxxxxxxxxxMY”, you will be able to see the full details. 

    What should I do if the parcel is delivered while I was not there?

    Normally carrier company will leave a paper tag for unattended parcels. The tag will indicate the nearest POS branches which you can self-collect your item. Alternatively, you can try to reach POS Malaysia customer service line at 1-300-300-300 to find out whether second delivery attempt is possible. 

    Delivery can be anytime between 9 a.m. and 6 p.m. – unfortunately we are unable to specify collection or delivery times as this will depend on when the delivery/collection driver is in the area. If you are unable to be at the address for the full day, then perhaps you could arrange an alternative collection address eg. your workplace or a neighbour's house. Do notify us of this.

    Parcel which is unattended for 7 days will be returned to us. Second time postage charges will be imposed for re-delivery arrangement. 

    Whom should I contact if my shipment arrived later than expected?

    We sincerely apologize for any inconvenience this may have caused. We do everything we can to ensure your experience at welovesurprise.com makes your life just a little easier, and your satisfaction is important to us. 

    Firstly, you can try to reach POS Malaysia customer service line at 1-300-300-300 to find out your parcel status or checking its status through POS Mobile Apps. Please call us at +0111-236 8819 or click "Send Us a Message" at the right bottom icon, if all the above methods still not solving your problem. We will be glad to assist you.

    What should I do if the received parcel has an missing item?

    We apologize for any inconvenient caused. Please call us at +0111-236 8819 or click "Send Us a Message" at the right bottom icon to report an incomplete shipment. We will check the status of your missing items and do everything we can to remedy the situation as soon as possible.

    Could I order something that's out of stock?

    Yes. It is usually possible for us to special order in a sold-out item for a customer.  If you’re interested in placing a special order, please contact us for more information on timing and costs.

    Why does the item I received look slightly different in colour than it did online?

    We do our best to represent all of our products accurately on the online store. Unfortunately, due to differences in screen configurations, it can be difficult to get a 100% accurate colour representation.  If exact colour matching is a necessity, we recommend you to contact us before purchasing them.

    Our company details:

    1314 Love Surprise Trading, Address: A-10-05, Perdana Exclusive Condo, Jalan PJU 8/1, Bdr. Damansara Perdana, 47820 Petaling Jaya, Selangor. Contact: +01112368819