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Order & Delivery FAQ

Q. How to purchase my order on the site?

 

To order your purchase:-

  1. Click the “Add to cart” button on the products you wish to purchase.
  2. Click “Continue Shopping” to continue adding other products into the cart or click “Checkout” to proceed with your payment for the products.
  3. You'll reach a log in page where you need to log in to your account using your Username and Password. If you don't have an account created yet, you need to register an account before you proceed with your payment.
  4. You'll need to confirm your shipping address on the “Shipping Address” page and click the “next” button.
  5. From here, you need to select your shipping methods and click the “next” button.
  6. Next, you'll need to choose your payment method then click the “next” button.
  7. After this, you will need to reconfirm your billing details and agree on the terms and conditions.
  8. Click “Confirm Order” to complete the order.


Q. What are the payment methods available?

 

TheTwoPineapples offers various kind of Payment Methods as shown below:-
 

1. Credit Card
Via Paypal (Visa or Mastercard / American Express / Paypal Funds) 

 

2. Cheque / Offline Bank Transfer
Bank: Maybank
Bank Account: 5128 6619 6129
Account Name: RiAi Enterprise

After the payment has been made, please send us the payment details of:-
Bank Name :
Banking Date :
Banking Time :
Banking Reference No :
Total amount you have paid :
Your Order No :

You may scan and email us the above info to: hello@thetwopineapples.com

Note: Kindly take note that we will only be able to ship out your purchases upon receiving payment confirmation. Thank you for your kind understanding.

Q. How do I change my account personal information and shipping address?

 

  • Log-in your account → Click on “Account Maintenance” → Edit your account information and Shipping address here.


Q. I forgot my Password for my account. What should I do to retrieve it?

 

  1. Click on “Lost Password?” and fill your email that used to register the account in the box.
  2. Click Submit.
  3. A verification token will be sent to you. Once you have received the token, you will be able to choose a new password for your account.

 

Q. How long does the delivery usually take?

 

If the stocks are currently available, it will take about 3-7 working days for inbound delivery. For deliveries beyond Malaysia, if the stocks are currently available, it will take approximately 7 - 14 working days, depending on the country of delivery.

For stocks that require pre-order or out-of-stocks, especially for hand-crafted products that are made in small batches, do check with our customer service prior to placing orders and we will advise the delivery period accordingly.

 

Q. Can I return the purchased products & ask for a refund? 

 

Return and refund goods are categorised into 2 group: Food or Beverages, and Non-Food items.

 

1. Food or Beverages:

Due to hygiene purposes, unfortunately we do not accept any returned goods and will not issue a refund for this type of products. However, should you encounter any product issue and would like to highlight to us, do contact us at info.twopineapples@gmail.com. We take your feedback seriously and work towards giving you a better shopping experience in our website. 

2. Non-Food Items:

Should you feel there is a need to return & get a refund for your purchased goods, please drop us a email at hello@thetwopineapples.com or whatsapp us at 012 - 616 3216 prior to sending the items back to us. In the email, please attach photos and description details to explain reasons for the return and refund. Upon consultation with our team and should we agree to issue back a refund, please return your purchases to the following address:

 

RiAi Enterprise

6, Jalan BU 3/4, Bandar Utama,

47800 Petaling Jaya,

Selangor, Malaysia.

 

The returned goods will be checked together with the receipt and should be in good condition. The packaging should also be in its original condition and shipping container as received. If the goods have been used or damaged by the customer, refunds will not be proceeded. We will also not be responsible should your shipment is lost or gone missing during the return transit. Once we have received, check and confirm the returned goods, customers will receive their refund within 7 working days after the confirmation.

 

Should you have any other questions, please do not hesitate to contact us at hello@thetwopineapples.com or 012-616 3216.