Frequently Asked Questions
Want to talk to a team member? DM us at Whatsapp or send a message to shimonocare@gmail.com
Most frequent F&Qs
Can I purchase Shimono products in a retail store?
Currently, we only sell our products on the official website - www.shimono.com.my / Shopee Mall / Lazada Mall.
What payment method do you accept?
We accept credit or debit card, online banking (FPX).Don't worry, We are adding more payment options soon.
Can I change or cancel my order after it has been placed?
Once placed, orders cannot be cancelled.
How can I confirm my order was successfully placed?
After placing your order, you'll get an email with your order number. If you don't see it, check your spam or junk folder. If you still can't find it, contact our customer support team through our contact page.
PRODUCTS
What is "Pro Cyclone Technology" in Shimono vacuum cleaners?
Pro Cyclone Technology is designed to maintain strong and consistent suction by efficiently separating dust and debris from the airflow.
Do Shimono vacuum cleaners have HEPA filters?
Yes, all Shimono vacuum cleaners has HEPA filters to capture fine particles and allergens.
Are Shimono vacuum cleaner filters washable?
Yes, Shimono vacuum cleaners often feature washable filters for easy maintenance.
SHIPPING & DELIVERY
How long does delivery take?
Orders are typically dispatched within 24 hours on working days, barring exceptional circumstances. Standard delivery to West Malaysia generally takes 1-3 working days, while East Malaysia can expect delivery within 3-10 working days. Please be aware that potential delays may arise during promotional campaigns or peak seasons. Should you experience an unreasonable delay, our live chat support is readily available to assist you.
How much are delivery costs?
Deliveries within West Malaysia have a flat rate of RM10.00. Shipments to East Malaysia have a RM20.00 delivery fee, while deliveries to Singapore are charged RM40.00.
Do you offer free shipping?
Customers receive free shipping on purchases totaling RM150.00 or more for West Malaysia exclusively.
ORDER & PAYMENT
How to track my order?
Once your order is ready for shipping, you will receive an email notification with courier tracking number from our system.
Why has my discount code not been applied?
Please be aware that discount code usage is subject to restrictions, including category-specific promotions. Only one code can be applied per order. For troubleshooting, verify the code for correct spelling, spacing, and capitalization. Remember that codes are case-sensitive, and be mindful of potential character confusion.
Why was my order cancelled?
Your order may be cancelled due to limited stock, payment problems, or delivery address issues. The most frequent reason is stock depletion before processing. If this occurs, we'll inform you via email. If your order is cancelled, you won't be charged, or your total will be adjusted. A temporary pre-authorization might appear on your account, but it will be automatically released by your bank within 5-10 business days.
What should you do if you received wrong item?
Please email your order ID to shimonocare@gmail.com for assistance with your issue.
RETURN & EXCHANGE
Would it be possible to cancel my order?
We regret to inform you that orders cannot be cancelled once they have been processed.
How do I return a defective item?
To request a return or exchange, please visit our Contact Us page within 14 days of receiving your item. Include photos and a description of any defects. Return shipping is at your expense unless the item is damaged or incorrect.
For products purchased from Online Official Store of Lazada, Shopee, Tiktok and other Platforms, please refer to the return & refund policy of the platform. For more details, you can contact the seller to confirm specific terms and conditions.
How do I exchange an item?
Unfortunately, exchanges are not offered.
What condition must be meet for a return or exchange?
To be eligible for a return or exchange, items must be unused and in their original condition, including all tags and accessories. Items should also be returned in their original packaging.