FAHANAGOLD ENTERPRISE

Your Trusted Online Jewellery Destination

Welcome to our Frequently Asked Questions section. We have carefully prepared answers to common enquiries to provide a seamless and transparent shopping experience.

General Information

1. What is FahanaGold Enterprise?

FahanaGold Enterprise is an online jewellery business offering jewellery collections through our website and TikTok Live platform.

2. Where is FahanaGold Enterprise located?

Our business is located in Padang Serai, Kedah, Malaysia.

3. Do you have a physical store?

We currently operate primarily through online platforms.

4. How can I contact customer service?

You may contact us via phone, WhatsApp, or email.

5. What are your customer support hours?

Our support team operates daily from 9:00 AM to 10:00 PM (Malaysia Time).

6. Do you sell authentic jewellery?

Yes. We prioritise quality and customer satisfaction.

7. Where can I shop your products?

You may purchase through our official website and TikTok Live sessions.

8. How often do you update your product collections?

New collections and product updates may be added periodically.

Product Information

9. Are product images exactly the same as actual products?

We aim for accuracy, but slight differences may occur due to lighting and screen display settings.

10. Are all products inspected before shipping?

Yes. Products undergo inspection before dispatch.

11. Do jewellery colours fade over time?

Proper care helps preserve product appearance and longevity.

12. How can I maintain my jewellery?

Store jewellery properly and avoid exposure to chemicals and moisture.

13. Can jewellery measurements vary slightly?

Minor measurement variations may occur.

14. Do you restock sold-out items?

Selected products may be restocked depending on availability.

15. Can I request additional product photos?

Yes. You may contact customer support.

16. Are product specifications provided?

Yes. Product details are listed whenever available.

Ordering Process

17. How do I place an order?

Select your item, proceed to checkout, and complete payment.

18. Can I order through TikTok Live?

Yes.

19. Will I receive order confirmation?

Yes. Confirmation is sent after successful payment.

20. Can I modify my order after payment?

Order modifications may not always be possible once processing begins.

21. Can I cancel an order?

Cancellation requests are subject to order processing status.

22. What if I enter incorrect shipping information?

Please contact us immediately.

23. Will sold-out products remain in my cart?

Adding items to cart does not guarantee stock reservation.

24. How do I know my order is successful?

You will receive confirmation once payment verification is completed.

Payment & Billing

25. What payment methods are available?

We accept secure payments via HitPay and Atome.

26. Can I pay using online banking?

Available options depend on HitPay supported methods.

27. Is payment secure?

Yes. Transactions are processed through secure payment providers.

28. Can I pay using instalments?

Eligible customers may use Atome instalment options.

29. What currency do you accept?

All prices are displayed in Malaysian Ringgit (MYR).

30. Why was my payment unsuccessful?

Please verify payment information or contact your bank.

31. Will I receive a payment receipt?

Yes.

32. Does FahanaGold store payment information?

No. Payment information is securely managed by payment providers.

Shipping & Delivery

33. Which courier service do you use?

We use J&T Express.

34. How long does processing take?

Orders are usually processed within 1–3 business days.

35. How long does shipping take?

West Malaysia: 1–3 business days
East Malaysia: 3–7 business days

36. Can I track my order?

Yes. Tracking information will be provided.

37. Do you deliver nationwide?

Yes, within Malaysia.

38. Do shipping fees apply?

Shipping fees are calculated during checkout.

39. What if my parcel is delayed?

Courier timelines may occasionally vary.

40. What happens if my parcel cannot be delivered?

Courier redelivery procedures may apply.

Returns, Refunds & Policies

41. Can I return purchased items?

No. All sales are final.

42. Do you provide refunds?

Refunds are generally not available.

43. Why is there no return policy?

Products are inspected before shipment.

44. What if I receive a damaged parcel?

Please contact customer support immediately.

45. Can I exchange products?

Exchange requests are generally unavailable.

Security & Account Information

46. Is my personal information protected?

Yes. Customer information is handled responsibly.

47. Do I need an account to purchase?

Account requirements depend on platform functionality.

48. Can I update my information after placing an order?