FAQ

GOUNI ONLINE FAQ

 

TOP QUESTIONS


1. How to track my order?

To track and check the status of your order, please click hereand enter the tracking number sent to your email. Please contact the courier to check on the status of your package

2. What is the return and exchange policy?

For defective and incorrect items, we have a 14-day exchange policy upon receipt of order, subject to the following terms and conditions:

  1. Item must be in its original purchase condition, packaging must be unopened, unused, unmarked and not defaced in any manner.
  2. Items purchased as part of a set or a multi-item pack must be returned as a whole set.
  3. If you change your mind about the product, please see instructions below.
  4. This return policy does not apply to items, which have been stated as Non-exchangeable.
  5. All our products are Non-Returnable.


3. What are your delivery options and how much is shipping?

We ship all items from Kuala Lumpur. You will receive an email with your tracking information and you can track it via http://www.citylinkexpress.com/MY/Tracking.aspx


Shipping fee is RM 10 for orders below RM300 
Your order will be delivered in 5-7 business days

  • A shipping fee will apply if your minimum purchase amount falls below RM300 after discounts.
  • We are closed on Saturdays, Sundays and on Malaysian Public Holidays
  • Shipping may take longer during sale periods, holidays and extreme weather


4. What and where is my order confirmation number

The order confirmation number begins with “INV” and can be retrieved

  • In your confirmation email
  • When you view your “Order Status” under “My Account”


5. Will I get charged for a re-delivery?

There is no re-delivery fee. If you are not available to receive the order, our courier partner will contact you to arrange a re-delivery at a suitable time. If our partners are unable to reach you after multiple attempts, your package will be returned to sephora.my Warehouse in Kuala Lumpur. Should you face any problems, please contact us at +60392210879 or click here http://www.gouni.com.my/

6. Can I test the products before buying them online?

As we are an online store, we do not have an option to test or see the products before purchasing them. However, we do have a dedicated team of beauty experts that are ready to answer all your beauty questions. They are well-versed on every product we carry - and even use them in their daily routines. Please also check our events on our website from time to time. We are having road shows and bazzars at different locations.

7. How can I make a purchase?

Shopping at gouni.com.my is easy:

  1. Login to gouni.com.my
  2. To add items in your cart, click on “Add to Cart” for the item you wish to purchase
  3. To change the quantity of the item, change the number in the box under the "Quantity" column
  4. To review the items in your cart, click on the ‘Cart’ link, located at the top right of the page
  5. If you have an applicable ‘Promo Code’, enter it and click on ‘Apply’. The total price will be updated with the discount
  6. Review your order at the Cart Page. Once you are ready to place the order, click on ‘Secure Checkout’
  7. Fill in all necessary details for your shipping details (NO PO BOX), click on ‘Proceed to Purchase’ to choose your preferred payment method
  8. Please review your orders again and total amount before completing the payment

You will receive a confirmation email shortly after you have placed your order. Your order is not confirmed until you receive a confirmation email

 

PAYMENT

1. When will Gouni implement zero-rated GST?

GST will be exluded from prices in all gouni.com.my.


2. Is it safe and secure to shop at gouni.com.my?

Gouni.com.my prides itself in providing a safe and secure shopping experience. Your personal information is kept secure and private during the entire checkout process. 

3. Why does my Order Status show “payment pending”? Should I re-create a new order?

Most payments are processed immediately. Once the order has been confirmed you will receive a confirmation email with delivery details. If you do not receive a confirmation email within 24 hours, please contact us at http://www.gouni.com.my and do not re-create your order to prevent duplication

4. What kind of payment method may I use at gouni.com.my?

  • Credit Card (Visa/Mastercard) (To be activated in September 2019)
  • Online Bank Transfer

          Via Ipay88

 

ORDER

1. How can I make a purchase?

Shopping at gouni.com.my is easy:

  1. Sign up / Login to gouni.com.my
  2. To add items in your cart, click on “Add to Cart” for the item you wish to purchase
  3. To change the quantity of the item, change the number in the box under the "Quantity" column
  4. To review the items in your cart, click on the ‘Cart’ link, located at the top right of the page
  5. If you have an applicable ‘Promo Code’, enter it and click on ‘Apply’. The total price will be updated with the discount
  6. Review your order at the Cart Page. Once you are ready to place the order, click on ‘Secure Checkout’
  7. Fill in all necessary details for your shipping details (NO PO BOX), click on ‘Proceed to Purchase’ to choose your preferred payment method
  8. Please review your orders again and total amount before completing the payment

You will receive a confirmation email shortly after you have placed your order. Your order is not confirmed until you receive a confirmation email

2. What and where is my order confirmation number

The order confirmation number begins with “INV” and can be retrieved

  • In your confirmation email
  • When you view your “Order Status” under “My Account”

3. How long does it take to confirm my order?

Orders are confirmed once payment has been completed. Please check your email for the Order Confirmation. Normally we will process the delivery at 12pm every working day (except Saturday / Sunday and Public Holidays)


4. Why does my Order Status show “payment pending”? Should I re-create a new order?

Most payments are processed immediately. Once the order has been confirmed you will receive a confirmation email with delivery details. If you do not receive a confirmation email within 24 hours, please contact us at http://www.gouni.com.my/ and do not re-create your order to prevent duplication.

5. Can I cancel my order?

Unfortunately, we are unable to cancel orders once it is paid. We receive a lot of orders and we are unable to go though them individually as this will cause delays to all other orders. Please review your items before completing your orders. Only items showing in your Order Confirmation will be shipped unless the items are Out OF Stock.


6. I am having issues using the coupon/voucher code

Please check if :

  • The coupon/voucher code has expired
  • Coupon/Voucher is for one time use only
  • Each order can only use 1 coupon/voucher
  • The coupon/voucher may not be valid for Non-Discountable or brands excluded from sale (see list Non-Sale Brands)
  • You have use a non participating Credit Card for the coupon discount
  • Rewards Redemption and discounts cannot be used at the same time during Flash Sale

 

DELIVERY

1. What are your delivery options and how much is shipping?

We ship all items from Singapore. You will receive an email with your tracking information and you can track it via http://www.citylinkexpress.com/MY/Tracking.aspx

Shipping fee is RM 10 for orders below RM300 
Your order will be delivered in 5-7 business days

  • A shipping fee will apply if your minimum purchase amount falls below RM300 after discounts.
  • We are closed on Saturdays, Sundays and on Malaysian Public Holidays
  • Shipping may take longer during sale periods, holidays and extreme weather

2. What should I do if my order has not arrived?

To track and check the status of your order, please click here http://www.citylinkexpress.com/MY/Tracking.aspx
3. How to track my order?

To track and check the status of your order, please click hereand enter the tracking number sent to your email. Please contact the courier to check on the status of your package

4. If I entered the wrong address, what should I do?

The delivery address for an order must be a valid residential address - we do not ship to P.O. Box or Parcel Lockers. Unfortunately, the delivery address cannot be amended once the order has been paid. 
In the event that the wrong address is indicated in the order, and the package is delivered, Sephora will not be liable for any replacement or refund. 
The courier will charge an additional cost for change of address for undelivered parcels with wrong/invalid address.

 

RETURN AND EXCHANGE

1. What is the return and exchange policy?

For defective and incorrect items, we have a 14-day exchange policy upon receipt of order, subject to the following terms and conditions:

  1. Item must be in its original purchase condition, packaging must be unopened, unused, unmarked and not defaced in any manner.
  2. Items purchased as part of a set or a multi-item pack must be returned as a whole set.
  3. If you change your mind about the product, please see instructions below.
  4. This return policy does not apply to items, which have been stated as Non-exchangeable.
  5. All our products are Non-returnable.

 

ACCOUNT

1. Will my personal information be shared with third parties?

gouni.com.my prides itself on providing a safe and secure shopping experience. All information is kept private and confidential. We do not share or sell your personal details with any third parties. For more information, please read our Privacy Policy http://www.gouni.com.my/ in full.

2. I am having problems logging into my account

If you receive a message stating that your email address/password is not recognised - please follow the steps below:

  1. Please clear your cache and browser history. Close and open a new browser.
  2. Make sure you are using the same email address and password you registered with.
  3. If you are unable to recall your password, click on “forgot your password?” link on the page. You will be prompted to enter your email address and a link will be sent to you to create a new password for your account

If you enter your password incorrectly three times, your account will be locked for 30 minutes. You will need to close and open a new browser after 30 minutes to re-sign in. If you continue to experience problems, please email http://www.gouni.com.my/ with the details and screenshots of the error.

OTHERS

1. Are your products authentic?

Yes. We work directly with the brands and Head Quarters to ensure that all products we sell are authentic.

 
2. I am receiving an email that is not for me

Our apologies if you are receiving emails that is not intended for you. To avoid this from happening again, please click on the “Unsubscribe” link at the bottom of the email and we will take you off our mailing list.

To help us provide a better experience for our customers, please select the reason for cancellation of our newsletter service upon unsubscribing.

3. Can you notify me when an “Out of stock” product is back in stock?

We love our beauty products and know how frustrating it is when a product is out of stock. Please click the “Waitlist Me” button located on the product page. You will receive an automated notification via email once the item is back in stock.