Frequently Asked Questions
How can i contact customer service?
If you need assistance with Felement, www.felementgroup.com – please contact Felement Customer Service through the following methods during service hours.
Customer Service Hotline: 03-2711 9633
Customer Service Email:
csu@felementgroup.com
Hours:
09:30 am – 06:30 pm (Monday to Friday), Out of Operation hours which Saturday, Sunday and Public Holidays, please contact +6012-7993363 through Whatsapp.
Where is your store location?
FELEMENT SDN BHD
13-5, The Boulevard Offices, Mid Valley, Lingkaran Syed Putra 59200 Kuala Lumpur, Malaysia
Can't find answer you were looking for?
Please contact Felement Customer Service at 03-2711 9633 / 6012-7993363
Between Monday to Friday 09:30 am – 06:30 pm; excluding Public Holidays OR by sending an email to: csu@felementgroup.com.
What information do you retain?
You can find out what information we collect, how we use your information, and how you can update or delete your information via our Privacy Policy.
If you have any questions or concerns about how we collect, process and use your personal data, or would like to exercise any of your rights above, please contact our Felement Customer Service at 03-2711 9633 / 6012-7993363 between Monday to Friday 09:30 am – 06:30 pm; excluding Public Holidays OR by sending an email to: csu@felementgroup.com. Our representatives will assist to contact our Privacy Officer.
Does my order come with a guaranteed delivery date?
Deliveries are made Monday through Friday, except for Saturday, Sunday and Public Holidays.
Felement is committed to deliver your order at the soonest in compliance with the rules and regulations of the authorities at the delivery destination. Orders containing restricted materials might be denied delivery due to a location’s regulatory restrictions. Please check with your local authorities on the relevant import regulations before placing an order.
Please note that the expected delivery date/time is at our best approximation and might be affected by conditions such as shipping restrictions, payment authorisation, online security checks and stock availability.
Please check with your local authorities on the relevant import regulations before placing an order. We shall not be held responsible for any delays in orders delivery due to actions by the authorities at the delivery destination.
Online Security Check is a preventive measure against credit card fraud transactions. It aims to protect our customers from unauthorized and fraudulent dealings. We might request for additional information and documents for payment verification. In such situations, your order(s) might be delayed. We seek your kind understanding in the delay of the shipment as a result of online security checks.
What should i do if my package did not arrive?
If you placed your order via your Felement customer account, log in to My Account then click on “my orders”. You will then be able to follow the status of your order.
If you do not receive your package within 5-7 working days.
Please contact GDEX logistic provider at 03-6419 5003 for more information.
For further assistance, please contact our Felement Customer Service at 03-2711 9633 / 6012-7993363 between Monday to Friday 09:30 am – 06:30 pm; excluding Public Holidays OR use the Online Contact Form on www.felementgroup.com OR by sending an email to: csu@felementgroup.com.
Can i change my shipping details after my order has been dispatched?
Unfortunately, we are unable to redirect orders once your items have been shipped. If any details (contact/address) provided is incorrect, the package will be returned to us by the delivery agent or the unintended recipient.
Please ensure you provide the correct shipping details. Check your details carefully when placing an order and ensure you choose the right location in the shipping address field.
If no one is available at the delivery address to receive the package, the delivery agent will leave an “unable to deliver” note at the location and it’s up to you to follow up and arrange for another delivery date.
Please note that any additional shipping charges for attempted delivery and returning shipping charges will be borne by you.