Placing an Order

DO I NEED TO CREATE A CHRISTY NG ACCOUNT TO MAKE A PURCHASE?

You do not need to create an account to make a purchase. However, we recommend that you set up a CHRISTY NG account to enjoy hassle free management of your orders, which includes saving your payment information, address details and reviewing your order history.

HOW DO I PLACE AN ORDER?

Simply follow these steps:

 

1. Login to www.christyng.com

2. Shop by browsing through any of our products and view more details on each product page.

3. Add your chosen size to your shopping bag by clicking on the ‘ADD TO CART’ button.

4. Review the items you have selected by clicking on the ‘YOUR CART’. To delete an item from your shopping bag, click on the '-' button next to the item.

5. To finalize your purchases, click ‘CHECKOUT’ and follow the instructions to complete your payment.

 

If you are interested in an item which is not available online, you may contact us via email or call, and we will try and locate the product for you in one of our outlets and arrange a mail order purchase – subject to availability. Please note that we require an additional 7 days to get the item out to you upon confirmation.

WHEN WILL YOU SHIP OUT MY ORDER?

Orders are processed within 3 working days for ready to wear products, 7-14 working days for personalized items and minimum 4 weeks for custom made shoes. For orders placed on weekends and Public Holiday, they will be processed on the next working day.
 
Estimated delivery times are provided on the product page of your chosen item.
Do expect some delays in fulfillment of orders and delivery during Public Holidays and Seasonal Sales. We shall aim to have your orders shipped out as soon as possible.
 
Please note that these are guidelines and you will be updated once the order has been shipped.

HOW DO I KNOW IF AN ITEM IS IN STOCK?

The size and/or color list on the product page will specify whether your size/color is available to purchase or 'Out of Stock'. If the item is in your cart, ‘SOLD OUT’ will be displayed.

Please be aware that the item in your shopping cart does not guarantee your purchase and is not reserved. If you are interested in an item which is not available to purchase online, you can email or call us, and we will try and locate the product for you.

CAN I INCLUDE A MESSAGE CARD OR GIFT WRAP WITH MY ORDER?

We do not have gift wrapping services, but we are happy to include a hand-written notecard for that special someone upon request. All Christy Ng orders arrive in the signature Christy Ng’s box packaging. Shoes will come in their original shoe box whereas handbags will arrive carefully packaged within a protective Christy Ng dust bag.

HOW WILL I KNOW THAT MY ORDER IS SUCCESSFUL?

After you place your order, you will receive an email confirmation. This does not mean your order has been accepted. Once the details have been verified, your order will be accepted, and the item will then be dispatched. You will receive a further email notification once your order is dispatched.

 

Our Customer Service team will be in touch with you should there be any need to verify further details.

CAN I CANCEL OR AMEND ANY OF MY ORDER DETAILS?

Unfortunately, once your order has been placed we are unable to change any of the details as we work towards fulfilling your orders as soon as possible.

Please note that we are unable to add or remove an item to an order or combine two orders together in the same shipment.

Kindly contact Customer Service for further information.

Payment & Account

WHICH PAYMENT METHODS ARE ACCEPTED?

Online Banking - Maybank2u.com, CIMB Clicks, Hong Leong Connect, Bank Islam, PBe, Alliance Online, RHB Now and FPX)

Credit/Debit Cards and Paypal

IS MY PERSONAL INFORMATION KEPT PRIVATE?

We will treat all the information you share with us as private and confidential. We may use your contact details to keep you informed of our latest offerings.

For further details, please read the Christy Ng Privacy Policy here.

CAN I PURCHASE A GIFT VOUCHER/CARD?

Gift cards will be redeemable online and in our outlets.

Please note that gift certificates are valid one year from date of purchase.

WHICH CURRENCY CAN I USE TO PLACE MY ORDER?

We accept USD, MYR, AUD, GBP, EU, BND and SGD

HOW DO I CREATE AN ACCOUNT WITH CHRISTY NG?

You can register for an account by filling up your particulars at the Sign Up page.

I HAVE REGISTERED FOR AN ACCOUNT BUT CANNOT LOG IN TO MY ACCOUNT NOW.

Please be informed that we have migrated to a new website on the 24th August 2020. An activation email was sent to your registered email on the 24th August 2020 to activate your account. Alternatively, please sign up for a new account for a better shopping experience.

WHAT ARE THE BENEFITS OF HAVING A CHRISTY NG ACCOUNT?

You will enjoy a hassle free account management where organizing your payment information and address details, reviewing your order history and shipping details. You will also receive news and updates from us such as new launches and seasonal sales.

HOW DO I UNSUBSCRIBE FROM CHRISTY NG EMAIL UPDATES?

You may click to ‘Unsubscribe’ on any email update received from us. Alternatively, you can sign in and opt to unsubscribe in the ‘Account Details’ section. For any additional queries regarding email updates, please contact Customer Service.

WHAT SHOULD I DO IF I’VE FORGOTTEN MY PASSWORD?

Please click on the ‘Forgot Your Password’ link on the ‘Sign In’ page and follow the instructions. Should you experience any issues with accessing your account following this, please contact Customer Service.

Delivery

CAN I AMEND MY DELIVERY ADDRESS ONCE THE ORDER HAS BEEN PLACED? 

We do not encourage any amendments of details once order is placed as it may cause unwanted delays. However, depending on the status of your order, we may be able to amend your shipping details.

 

Once your order has been shipped, we are unable to make any amendments to the address.

HOW WILL I KNOW THE DELIVERY TIMES AND CHARGE?

For orders across Malaysia, we are pleased to offer complimentary Standard Shipping via DHL E-Commerce and PosLaju for purchases of minimum RM100.00

Shipping fee for international shipment will be calculated upon check-out and may differ depending on destination country and number of parcel.

 

We aim for you to have your order delivered to you with 3-5 working days for ready stock item, 5-10 working days for personalized items.

HOW CAN I TRACK THE DELIVERY OF MY ORDER?

As soon as your order is dispatched, we will send you a confirmation email along with your unique tracking number. You may use this number to track your order online.

WILL ALL ITEMS FROM MY ORDERS BE SHIPPED TOGETHER? 

We ship all your items together per order where possible. This, however, is dependent on stock availability.

Please note if you have purchased a Custom-Made style alongside an in-stock item, these pieces will be shipped and delivered separately.

WHAT SHOULD I DO IF I RECEIVE AN INCORRECT OR FAULTY ITEM?

We are sorry to hear if you have received an incorrect item, or if you believe your item has been delivered faulty. Should this be the case, you should contact our Customer Service at enquiries@christyng.com with the following information:

 

Proof of purchase/order number

A short description of the issue

Supporting images

 

Returned items will be thoroughly inspected by our quality control experts to assess if the item is faulty or fair wear and tear. We may be able to repair your item – though we are not able to guarantee it.

In the rare event that your item is faulty due to design or defect, we will proceed to replace the item. Replacements will be subjected to availability and our Customer Service team will be in touch with you on the next steps.

Store Pick Up

WILL I BE ABLE TO COLLECT MY ITEMS AT ANY OF YOUR OUTLETS IF I PURCHASED ONLINE?

Yes. We are pleased to extend our store pick up option to all purchases made online.

IS THIS SERVICE AVAILABLE AT ALL OUTLETS

This service is available for all of our outlets.

ARE THERE ANY ADDITIONAL CHARGES IF I SELECT FOR THIS OPTION?

This service is free for all orders with no minimum spend required.

IS THIS AVAILABLE FOR ALL ITEMS LISTED ONLINE?

This service is available for selected items only.

WHEN WILL I BE ABLE TO COLLECT MY ORDERS FROM YOUR OUTLET?

All orders placed online will be processed within 24 hours. You will receive a notification via email/SMS once item is ready for collection at your preferred outlet.

HOW LONG WILL THE STORE HOLD MY ORDERS?

Your orders will be kept at the selected outlet for 7 days from date of order. After 7 days, your order will be returned to the warehouse to be shipped out. Please do contact Customer Service for further assistance.

WHAT SHALL I DO IF I AM UNABLE TO COLLECT MY ORDER?

You order will be returned to our warehouse if uncollected after 7 days. Our Customer Service will be in touch with you with further details.

Returns & Exchanges

WHAT IS YOUR ONLINE RETURNS/EXCHANGE POLICY? 

Returns are accepted if returned within 30 days of receipt (for local and international orders) in exchange for Store Credit only.

Only items that are in its original condition; unworn, unwashed and in its original packaging with label still attached can be returned/exchanged. Items that are damaged from wear and tear are not considered to be faulty.

 

For exchanges, kindly indicate the new size/color you would like to exchange with in the return form. If the item requested is not available in stock, you will be refunded via store credit. If you would like to exchange to a different item altogether, we will first refund you in store credit and you may place a new order for the item.

 

Clearance and sales items are non-returnable and non-exchangeable.

 

For returns and exchanges, customers are advised to notify us first at enquiries@christyng.com by quoting the order number and product details.

 

We do reserve the right not to allow the return of products or refund of any transactions although the condition above is met.

Please note that a RM 10.00 delivery fee (local) is applicable for us to re-ship out the exchange/return.

The management reserves the rights to reject any returns / exchanges at our discretion.

HOW DO I RETURN OR EXCHANGE AN ITEM? 

Upon meeting our return/exchange policy eligibility, you may proceed to mail your item back to the address below:

 

Christy Ng Sdn Bhd (1040088T)

No 7, PJ 51, Jalan Tandang 51/205A,

PJS 51, Petaling Jaya, 46050

Selangor, Malaysia

 

Delivery fee to return the product shall be borne by the customer. Please note that a RM 10.00 delivery fee (local) is applicable for us to re-ship out the exchange/return.

We recommend for you to opt for shipment with tracking details as we will not be responsible for missing returned parcel.


Kindly email us at enquiries@christyng.com with your shipment details and our Customer Service team will assist you further.

CAN I RETURN AN ITEM PURCHASED IN THE SALE? 

Clearance and item on sales are non-returnable and non-exchangeable.

WILL I RECEIVE A FULL REFUND? 

All refunds are done via gift card. Refunds will be based on the value of the merchandise in the invoice – excluding shipping and other charges. Please note refunds may take up to two (2) working days for gift card.

WHICH ITEMS ARE NON-RETURNABLE? 

All customized and personalized items are non-returnable as it was made based on your specific requirement.

Sales and Clearance items.

Items that are damaged due to wear and tear, misuse, abuse, negligence, altered and/or soiled.

 

The management reserves the rights to reject any returns / exchanges at our discretion.

Products & Availability

WHERE CAN I FIND YOUR SIZING INFORMATION?

We recommend that you use our Size Guide for further information. You may also view the ‘Size Guide’ on the product pages for specific sizing suggestions.

 

It is important to note that foot length is not equivalent to shoe size. Shoe comfort is also hugely dependent on a combination of factors such as the cutting, design, and heel height. Please be aware that shoes of the same size but of different cutting/ design may not give you the same comfort level.

DOES THE ITEM IN MY WISHLIST/CART RESERVED?

You may add your item to your cart or wish list but this does not guarantee the availability of the item. To guarantee your purchase, we highly encourage you to check out and proceed with full payment.

IF THE ITEM I WANT IS OUT OF STOCK, CAN I STILL ORDER IT?

If you are unable to purchase the item or size you want online, we may be able to check on the availability on our outlet store. Please do contact us via enquiries@christyng.com for further information on availability of certain styles.

WHAT SHOULD I DO IF I HAVE ISSUES WITH MY PURCHASE?

We are sorry to hear about that. Should this be the case, you should immediately contact our Customer Service at enquiries@christyng.com with the following information:

 

Proof of purchase/order number

A short description of the issue

Supporting images

 

Our Customer Service team will then be in touch to advise the next steps.

 

DO YOU PROVIDE A REPAIR SERVICE?

For repair services, all items should not be more than 60 days from date of purchase.

We will do our best to repair the faulty item but not guaranteed for all type of damages. Please note that some styles may be irreparable – depending on materials and type of damages.

We reserve the right to decline any repair requests based on type of damages.

Custom Made & Add-On

WHICH STYLES ARE AVAILABLE FOR CUSTOM MADE AND ADD ON? 

All of our shoes from the wedding shoes range can be customized and personalized.

CAN I PERSONALISE AN ITEM OUTSIDE OF THE CUSTOM MADE OFFERING?

Yes – subjected to the material and design as different shoes. Kindly reach out to our CS at enquiries@christyng.com for further information

WHAT IS THE TIME FRAME FOR CUSTOM MADE SHOES?

At least 4 weeks – excluding weekends and public holidays. Up to 6 weeks for complex cases.

CAN I CANCEL OR AMEND MY CUSTOM MADE ORDER?

Due to the custom made nature of the request, unfortunately no cancellation or amendment allowed upon confirmation.

I PURCHASE MORE THAN ONE ITEM – INCLUDING A CUSTOM MADE SHOES. WHEN WILL I RECEIVE MY ORDER?

We will proceed to ship out your ready stock item first and will ship the custom made items independently.