FAQ

Delivery

Where do you deliver?


Sadly we can only deliver to East and West Malaysia for the time being!




How much does the shipping cost ?


We offer free shipping to East and West Malaysia !




How long delivery take?


Since we are using PosLaju as our courier, your timepiece should be at your doorstep in 3-5 working days !




Has my order shipped out yet ?


Once your order has been processed and packed, we will email you a tracking code for you to keep tab on the status of your parcel at all times. This tracking code is sent to your registered email address. Please check your Junk Mail in case it’s there.




I got a faulty item


We apologize profusely for this blunder and we hope it doesn’t deter you from making future purchases. We want you to have a good experience with us so if a faulty item is sent to you, please let us know immediately. Take a photo of your item (the part that is faulty) and include a short description along with your order ID and send to hornbillwatches@gmail.com. We will exchange your item for a new one (stock dependant). In the event your faulty item is out of stock, we will reimburse you.




I got the wrong item!


Do let us know immediately via email at hornbillwatches@gmail.com along with your order ID and we’ll get it sorted out for you.




Which address should I send my item to?


If you are at work, it would be advisable to ship to your office address because postal services like PosLaju operate between 8:30am to 8pm on weekdays and 8:30am to 5pm on Saturdays. If no one is physically able to collect your parcel on delivery, your parcel will either be held at the nearest PosLaju office to you or sent back to us.




Are items in my cart reserved for me?


Putting an item into your cart does NOT reserve or hold that item for you. Until you proceed to checkout and make payment, that item will be available to other buyers. Many items are available in limited quantities, so an item may sell out before you checkout.





Order

How do I place an order?


1. All you need to do is browse! You can search for something specific by using the search bar or if you’re looking for a particular type of item you can browse by category located along the top of the page. 2. Once you have found the item you want, select your item and click on the ADD TO CART button. 3. You can either click on the ‘Continue shopping’ button or review the items in your cart by clicking on ‘View cart & checkout’. 4. If you’re happy with the items in your shopping bag, click ‘PROCEED TO CHECKOUT’ to complete your order. If you have a discount code you’d like to use, key it in the box provided before checking out.




What do I do if there's a problem with my order?


Our customer service representatives are more than happy to help you. Email us at hornbillwatches@gmail.com or call +6017 6710166 .




What payment method do you accept ?


We accept 1. Direct Online Transfer (Internet Banking such as Maybank2u, CIMB Clicks, Hong Leong Connect, RHB Now, Bank Islam Online, PBeBank, etc.) 2. MOLPay Payment Gateway 3. PayPal
If you pay through PayPal, PayPal will provide automatic currency conversion based on the current rate for MYR. Kindly note PayPal's currency conversion fee is added to the exchange rate, set by an external financial institution. Contact PayPal directly for more details regarding how they determine their currency conversion rates and fees.




I couldn't proceed with payment and my order status is Pending. How do I proceed?


Kindly contact us immediately via email or call, we'll assist in canceling your order so that you can place a new one. We'd ask for your kind assistance not to bank in/transfer the amount to our bank account as we can't guarantee the item you purchased is still in stock.




Can I cancel my order?


Yes, you can but you will need to call us on our hotline as soon as possible so that we won’t process your order. If it’s too late to cancel your order, we will need to ask you to return the items and you will be reimbursed.




How do I cancel an item from my order?


You will need to call us at our hotline as soon as possible. If it’s too late, we will need to ask you to return the items and you will be reimbursed.




Why was my order cancelled?


In most cases, orders are automatically canceled if we do not receive payments from you. However, if the amount has been deducted from your bank account, kindly email us at hornbillwatches@gmail.com




How do I add another item in my cart after checking out?


You will need to make a separate order altogether.




Do you restock item?


Some items are restockable. Whenever we get a restock, we will usually announce it onin our social media platform, Instagram: Hornbilltimeandwear, so it’s good to check us out frequently.




Can you let me know when an item has been restocked?


Unfortunately, we are unable to do so. Sorry! We usually announce restocked items on our Instagram, so remember to follow and check us out frequently





Return

What is your return policy?


You have the right to return any/all products you have purchased directly from our website within 14 days of receiving the item. The product(s) must be unused – in its original packaging with labels and protective stickers intact - and still in the same new condition as when the watch was received. Products purchased directly from our website must be returned to our warehouse for a return and full refund to be made. Kindly note that you may be subject for the shipping expenses in returning this package to us. Hornbill Time & Wear does not take responsibility for any items lost during the return shipping. Please visit http://hornbilltimeandwear.com/returnpolicy for more information




How do I return something to you?


For a step - by - step guide on how to return your item(s), please go to our return instruction. You can return any item to us within 14 days of receiving your order (just make sure your items are in the original condition). Please repack your items in the original packaging and ensure it is secured. Contact Hornbill Time & Wear's team at hornbillwatches@gmail.com regarding your issue with the watch with the title Return and dont forget to include your order ID so we could check on our end. Once you do we will provide you with the shipping information in 1-3 working days. Please note that for now, return shipping cost will be borned by the customers




Can I exchange my item to a new design/color?


Yes of course! When you return your item to us, kindly state in the return form the new design/color that you want and we'll process it accordingly (stock dependant). If the item is not available in stock, we will reimburse you!




Will you refund me my delivery charges?


No. Any shipping charges on returns will need shall be borne by the customer




I have been refunded the wrong amount


Do email us at hornbillwatches@gmail.com and we will update your store credit accordingly




Have you received my return item?


We will email you as soon as we receive and process the parcel to let you know that it is safely in our hands




I returned an item and it was incorrectly refunded or replaced.


Do email us at hornbillwatches@gmail.com and we will check on your orders accordingly




Can I come to collect/return a parcel in person?


Yes you can! However you must call us at +6017 671 0166 or email us at hornbillwatches@gmail.com to set up an appointment for parcel returns in person.









Frequently Asked Question

Do you restock item?


Some items are restockable. Whenever we get a restock, we will usually announce it on our Instagram page, so it’s good to check us out frequently!




Can you let me know when an item has been restocked?


Unfortunately, we are unable to do so. Sorry! We usually announce restocked items on our Instagram page, so turn on your notification for hornbilltimeandwear and get instant updates.