Frequently Asked Questions

Frequently Asked Questions

1. I love this book but it is not available at the moment. Please help!

We hear you. Drop us an email at [email protected] and let our friendly customer service representative try and work some magic. We will try our best to get them back in stock as soon as possible. They might already be on their way in the next batch of arrivals.

1. Can I return or exchange Hurt Books?

We’re so sorry but all Hurt Books cannot be exchanged or returned upon purchase.

1. I’d like to make my first purchase with the discount code but I can’t seem to get it to work?

Be sure to fill in your billing details and create an account for your first purchase. The discount should then be reflected accordingly.

2. I have them all— cash vouchers, discount codes, promotional codes! Can I use them all?

We’re so sorry but only 1 code is applicable for each purchase.

1. Can I use my Gift Card with any discounts or coupons?

Yes, most definitely!

2. Can I use my first-purchase discount code for Gift Cards?

We’re so sorry but the first-purchase discount code is not applicable for Gift Cards. However, it can be used for all children’s books in The Children’s Bookstore.

3. Can multiple gift cards be used?

Yes, multiple cards can be used in a single transaction.

4. I’ve purchased the Gift Cards in Ringgit Malaysia, however, I would like to make the purchase in US Dollar. Is this possible?

Yes, it is possible. However, due to the currency exchange, there may be a slight variation.

1. Do you accept plain old fashion cash or bank transfers?

We’re so sorry but we only accept payment via PayPal or Stripe. However, bank transfer work for us too. Do contact us at [email protected] if you would prefer this payment method.

2. Which payment gateways does The Children’s Bookstore use?

We use PayPal or Stripe for payment via debit or credit cards. Both are PCI DSS Compliant (Payment Card Industry Data Security Standard), reputable and secure payment gateways that are used internationally.

2. Should I choose to use PayPal, do I need to have an account with them?

No, you do not need to have a PayPal account to pay via Credit or Debit Card. All you’ll have to do is,

Step #1: Fill in your billing details in the checkout page.

Step #2: Select PayPal as the payment method. Click on Proceed to PayPal once you’re ready.

Step #3: You will then be directed to PayPal. Here, you can opt to log-in to your PayPal account or click on ‘Pay with a Bank Account or Credit Card.’

Step #4: Fill up the form accourdingly and click ‘Pay Now.’

Step #5: You will then have the option of creating an account with PayPal. If you choose not to do so, just click ‘Not now.’

Step #6: This will then direct you to the Payment Confirmation page. Click ‘Back to Merchant’ to complete the order.

1. How much would it cost to have my books delivered?

Free delivery is applicable for purchases above RM60 to Peninsula Malaysia and RM120 to Sabah or Sarawak. Otherwise, delivery is a flat rate of RM6 within Peninsular Malaysia and RM15 within Sabah or Sarawak.

2. How long will it take for my books to arrive?

Delivery within Peninsula Malaysia will typically take 1 to 5 working days and East Malaysia, between 8 to 12 working days. However, if a location is deemed ‘remote,’ delivery may be extended by a few aditional days.

3. Can I track my order?

Most certainly! The last thing we want is for your book to be lost and alone in the middle of nowhere. Hence, all shipment from The Children’s Bookstore is trackable.

4. How can I track my order?

An e-mail will be sent to you with your tracking number. Alternatively, if you have created an account with us, you can also access this information in ‘My Account.’

  • Log-in to your account and click on the ‘My Orders’ tab.
  • Your tracking number can be found here.
  • Click on the ‘Track’ button and your will be directed to the relevant tracking link.

If you’re having trouble obtaining your tracking information, just drop us an e-mail at [email protected] and we will assist you with this.

5. Is the free shipping based on the total amount spent before or after any discounts or vouchers?

The free shipping is applicable for the total amount after any discount or voucher. For example, if the total cart amount is RM90, but you’ll like to redeem an RM20 voucher, the total amount payable would then be RM70. Hence, this purchase would reflect the minimal shipping fee of RM6 for delivery within Peninsula Malaysia.

1. Do you ship to Singapore and Thailand?

Yes, we do! We offer free priority shipping with tracking for purchases above RM350. Otherwise, shipping is at a flat rate of RM35 for purchases below RM350.

1. How about other countries?

Currently, we ship to these countries at a flat rate.

  1. Taiwan: RM50
  2. Phillipines:RM50

For other countries, please contact us at [email protected]childrensbookstore.co for shipping rates.

2. How long will it take for the books to reach me?

International shipping will take approximately 7 working days. However, please allow a few additional days if the delivery location is deemed ‘remote.’

3. Can I track my order?

Most certainly! The last thing we want is for your book to be lost and alone in the middle of nowhere. Hence, all shipment from The Children’s Bookstore is trackable.

4. How can I track my order?

An email will be sent to you with your tracking number. Alternatively, just drop us an email at [email protected] and we’ll be happy to assist.

5. Would there be any additional charges once I’ve paid for shipping?

There will be no additional charges from The Children’s Bookstore for shipment to an international address. Unfortunately, we have no control for any import duties and taxes which may be applied for an international delivery charged at the home country. Kindly contact the respective country’s custom office for more information.

1. Yikes! My order has arrived but it is the wrong book or damaged. What do I do now?

This is terrible! We’re so sorry this has happened to you. Ensuring your books arrive at its new home in tip top condition is of utmost importance to us. Please drop us an email at [email protected] with your order number, damaged book title and some photos of the faulty bits. We will look into it urgently.

2. I’ve had a change of heart. Can I cancel my order?

We’re so sorry but we do not accept cancellation once an order has been confirmed. Do give the books a chance and if you would still like to return them, please refer to the section on The Children’s Bookstore Return Policy.

1. I bought the book on a discounted price. Will I receive the Cash Voucher in the discounted price or the price before discount?

The Cash Voucher will be in the same amount at the time of purchase. Hence, in this case, it will be in the discounted price.

2. Can I use The Children’s Bookstore Cash Voucher to purchase anything from the store?

Absolutely! You may use the cash voucher to purchase anything else you’d like. However, kindly note that shipping fees may still be applied.

3. I live in Malaysia but I don’t have a Pgeon Point near me. What can I do?

Apologies but The Children’s Bookstore Return Policy will be borne by us is only applicable via drop-offs at Pgeon Points nationwide.

In the event that you would still like to have the book returned, we would be happy to offer the same terms. We will adhere to our promise to have the full paid value of the book returned in the form of The Children’s Bookstore Cash Voucher upon receiving the book in good condition and subjected to the Terms of Return.

4. Where can I find the closest Pgeon point?

Locate the closest Pgeon point to you here.

5. I am located outside of Malaysia but I would still like to return the book at my own expense. Can I still receive the Cash Voucher?

Most certainly! At this point, we would be happy to extend the offer for a Cash Voucher (same amount as of the time of purchase) that can be used storewide.

If you would like to proceed with a return, please do not hesitate to contact us at [email protected] and we will assist in any way that we can.

6. Does this policy apply to damaged books as well?

No, it does not. This is only applicable to returns for books that are in good condition when received and you have had a change of heart towards your selection. For damaged books, please refer to the section on Cancellation and Returns.

7. What if the book arrives back to The Children’s Bookstore as damaged goods but I have taken all possible care to ensure its protection?

This makes us sad too. We’re so sorry that this has happened. We will use the images of the book that was sent during the very first email as a guide and a report will be lodged with the courier service. We would be able to gauge how securely packed the book/parcel was too upon receiving it.  The 50% reimbursement would only apply is insufficient steps were taken to protect the book from being damaged during delivery.

We want you to have a good experience with us and we will ensure the best possible outcome for you. Hence, we’re not just picky with our books but even with our delivery partners to ensure everyone is happy and satisfied.

8. The returned book has gone missing. What happens now?

We’re so sorry this has happened. We will lodge a report with the courier service. The issue will be investigated. The 50% reimbursement would apply if the courier service has concluded that the Airway Bill has gone missing. Hence, we cannot stress enough the importance of ensuring the Airway Bill is securely attached.

Drop us a line and we’ll see to it soonest possible!
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