F.A.Q.s

THE WOLA – FAQs

Is ordering online with THE WOLA secure?

Yes. We take the utmost care with the information that you provide us when placing an order on our website. The server that hosts our store encrypts the transmission of all credit card and personal customer information using the Internet-standard SSL protocol. During the encryption process, information is scrambled into small bits of code that cannot be read as they travel to us over the Internet. Once we receive the encrypted information, we use a private, one-of-a-kind key to decode it.

Are the brands authentic?

On THEWOLA.com, we assure you that our brands are authentic and sourced directly from Brand Owners or their authorized agents. These are 100% original and new products.

What are your payment options?

The payment options are visible on our website. We accept payments through MOL pay, Master & Visa Card and through PayPal.

How long after placing my order should I expect to receive my shipment?

All orders are shipped from our warehouse within 48 hours of the order being placed. Purchases shipped anywhere in the Malaysia will arrive within 3-5 business days from the order date. Orders being shipped internationally will arrive within 1-2 weeks of the order date subject to local customs clearance. Delivery delays due to service interruptions or inclement weather conditions which are beyond control of The Wola is not our responsibility.

What are your delivery charges?

The system will calculate the shipping Charges, if any when you are checking out.

How do I know if an item is in stock?

All items are in stock unless “Out of stock” is indicated. By any chance due to some error, the order is accepted but Out of stock we will inform you by email and we will offer you a refund or alternative availability date where possible.

What is your cancellation policy?

Order cannot be cancelled once placed and payment received. Please contact us at info@thewola.com or Whatsapp us at +60 17 6513485 number in case if you want need amend or cancel the order with 2-3 hours.

What if there are missing or wrong items when I receive my order?

For missing or wrongly shipped items, please contact us at info@thewola.com and quote your transaction reference number. Our customer service is open from Monday to Friday, 10.30 am to 7.30 pm. We will endeavor to reply to your query within 1 working days and we will advise you on what to do next.

How will I know that you have received my order?

After you complete the checkout process, a receipt will appear on your screen detailing your final order including shipping charges if any, your billing address, and the items that are being sent to your shipping address. Please keep this receipt for your reference.
You will also receive confirmation via e-mail that we have received your order. Please be sure to enter your e-mail address correctly on the order form so that we can be sure to deliver your confirmation to you. Alternative you can also contact us through the website.

Do I need to register and set up an account to shop?

It is not mandatory to register. However, if you choose to we will retain your contact details, which will be retrieved when you login on your next visit. Please note that due to security reasons, we will not retain your card details.

What is your returns policy?

We want you to be completely satisfied with your purchase. If for some reason you are not satisfied and you wish to return your purchase, please refer to our exchange policy. Click here.

How is my order shipped?

Orders are shipped Monday through Friday, excluding public holidays. Any orders placed on Saturday or Sunday will be shipped the following week. For delivery within Malaysia We use POS Laju, Skynet, GDex and other authorized local Couriers.
For International shipping it will be either through DHL Express, FeDex or UPS.

How do I track my orders?

You will receive an email, together with a tracking number, notifying you that orders have been shipped. If you have further queries, please contact us at info@thewola.com.

Can I deliver to another address, other than my card billing address?

Yes, it is possible if the delivery address is in the listed countries.

I would like to change my order. What should I do?

If you would like to amend your order, please contact us at info@thewola.com.