FAQ

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What Payment Options Do You Offer? We currently accept payment made via online banking for most of the major banks in Malaysia,MasterCard and VISA Credit Card or Bank in/InterBank transfer to CIMB 0405-007-9402-520 (Muhd Amirussyafiq Bin Mohd Arshad) or OCBC 7011-6296-60 (Nur Qasriena Bt Nor Halim) How Do I Complete My Order Payment? a). Ensure your selected products are CORRECT in the My Bag b). Confirm your delivery details (ie: name, address and contact number) at the check-out page are accurate c). Choose your Payment Option and click PLACE ORDER How Do I Know If My Payment Is Successful? Upon payment success, you will receive an on-screen prompt to inform you that the payment has been received. At the same time, you will also receive an invoice from Clan.com Why Was My Payment Rejected? There are various reasons why your payment may have been rejected. Please check the following for any possibility: For Credit Card: a). Check with your bank to ensure that there are funds available to pay for your order b). Please check if the 3D secure details have been entered correctly For Online Banking: a). Please check if you have registered an online banking account with your local bank b). Ensure you have disabled your browser pop-up blocker in order to complete the payment window What Is 3D Secure? The 3D Secure protocol was developed by Visa to improve the security of Internet payments. The protocol is offered with the service name Verified by Visa. MasterCard has also adapted a similar protocol called MasterCard SecureCode. Both are designed to allow authentication of cardholders by their Issuers at participating merchants. The objective is to benefit all participants by providing Issuers the ability to fully authenticate cardholders through the use of a password during Internet purchases, reducing the likelihood of fraudulent usage of Visa and MasterCard credit cards and improving overall transaction performance. For an example: After submitting your MasterCard or Visa Credit details at checkout, you will be prompted to key in a unique security code which you will receive via SMS from your bank. This special security feature is a 3D Secure code. Failure to submit details of your payment or password correctly will result in an unsuccessful online transaction. For further assistance or enquiries, please do not hesitate to contact our customer service team at 018-3636779.

What Is Your Return & Exchange Policy? All items purchased on Clan.com can be exchanged by courier if they meet our Returns and Exchange requirements. Please read our Returns and Exchange policy for full details. For any items that purchase from our store, we are unable to provide refunds or exchange via the above method. Any items bought in our store will need to be returned directly to our store. What If I Entered The Wrong Address Or Name In My Order? If you notice your personal details are incorrect once you have placed your order, please contact our customer service 018-3636779(Mr.Syafiq) immediately. We won't be able to refund your order should there be any errors in the information submitted and the orders has been processed. When Do I Receive My Refund Once I Have Returned An Item? STRICTLY NO cash refund. Returns for exchanges by courier will be processed within fourteen (14) working days of receipt of returned items. Please refer to our Returns & Exchange policy for more details. What Should I Do If I Have Received The Wrong Item or My Item Is Damaged? You can return the merchandise which you had not ordered or the damaged to us by contacting our customer service 018-3636779(Syafiq) How Long Does It Take For Me To Receive My New Exchange Order? All exchange orders sent back to us via courier will only be processed once we have received the item(s) in our Warehouse, and we will inspect the returned items to make sure it complies to our returns and exchange policy. Your new exchange order will then be processed and you may expect to receive your new exchange order via email notification.

What Is Your Shipping Policy? All orders are delivered through our designated carrier and will require a signature upon delivery. We will take 1-2 working days to process the order and deliver it to you right after. Please refer to our Delivery & Shipping policy for more detailed information. How Can I Track My Order? Please click on Track Your Order. How Do I Receive My Order If I Am Not Home? It is advised that you track your order with the tracking number given and arrange with the courier for pick up. Should the parcel of your purchased order is unable to be delivered to you successfully after few attempts, or you do not pick up your order at any nearby location as stated by the carrier, the purchased order may be disposed after stipulated time given. Therefore, we will not refund you for the total amount that you had spent on your order I Haven’t Received My Order? Please locate your tracking number from the delivery confirmation email or by logging into your user account. Alternatively, you can also go to the carrier website and enter your tracking number in the tracking widget to see the status of your order delivery. Please allow a few hours after you receive the delivery confirmation email for the system to reflect the status of your order delivery. The status of your delivery will be indicated on the carrier’s website. In the circumstances that you have not seen a status update of your delivery after a week since receiving confirmation email, please contact our customer service (018-3636779) for further assistance. Do You Offer International Shipping? Yes, We are able to ship to any International address.

How Safe Is Shopping on Clan.com? Clan takes the necessary precautions, both administrative and technical, data security technologies such as firewalls, access control procedures and cryptographic mechanisms to prevent and safeguard your Personal Data against loss, theft, misuse and unauthorized access, disclosure, usage, alternation or destruction. Furthermore, all transactions via Clan.com will be performed via secure payment systems. Confidential payment details are transmitted directly in encrypted format (SSL and / or TLS) to the corresponding entity. Please read our Privacy Policy for further details. How Does Clan Use My Personal Data? Clan use the information that we collect to improve the content of our Website by incorporating information that is relevant to our customers, to notify customers about updates to our Website, to contact customers for marketing and sales purposes that are related specifically to their needs and interests and to communicate with our franchisees. This information is not shared with other organizations for any reason, commercial or business, without your prior explicit consent. Please read our Privacy Policy for further details.

How Can I Figure Out My Size? Please click on Size Guide. We have provided a list of size guide specifically to the brands offered and their categories.