Frequently Asked Questions

Shipping

Before we can dispatch your purchases, we may need to confirm your details with your card issuer. We will do our best to keep delays to a minimum. All orders will be posted to the customer between 10am – 7pm from Monday to Friday.

Delivery Address

Goods will be delivered to the address which you provide in the order. However delivery practices may vary depending on which carrier is delivering the goods. You must provide a VALID ADDRESS & contact information for prompt delivery.

Delivery Dates

We aim to deliver the goods within 7-14 days. References to “working day” shall mean any day of the week excluding Saturday & Sundays and Public Holidays.

However, time is not of the essence for delivery or performance and all delivery dates specified above are estimates only. This means that we will not be responsible if goods are delivered outside those times and we will not be liable for the consequences of any delay.

If we are unable to deliver the goods within the indicated timescale, we shall use reasonable efforts to tell you this by e-mail or please drop us a message/email/WhatsApp and we will give an amended delivery estimate.

Delivery Failure

If the goods are not delivered on the date expected, you should notify us of such non-delivery within 7-10 days of such failure of delivery.

Tracking Number

We will email you the tracking number once order is marked as shipped.

Courier

We reserve the right to make alternative arrangements for delivery, which will depend on which carrier we use to deliver the Goods. This may include leaving the goods with a neighbour, a post office or in a safe place in or around your property.

Payment Gateway

You can make your payment by debit/credit card or via online bank transfer. We are in partnership with SenangPay to process your payment.

Online Banking

Includes all major banks in Malaysia such as Maybank, HSBC, CIMB, Hong Leong Bank, Public Bank, RHB Bank, etc

After Payment

You’ll receive payment confirmation from the payment gateway and we will process your order once the transaction is approved.

Membership

We value our customer’s purchase and we would like to reward them for the constant support. For customers that purchase more than RM1000 cumulatively (total spent), we will upgrade your account to VIP membership.

Vip Discount 5%

As a VIP member of mysportsshoe.com, you are entitled to enjoy additional 5% off on all future purchases.

VIP Activation

Our process is fully automated, the moment your total spent amount reaches rm1000, we would send an email to you notifying that your account has been upgraded. The next time you log in, you will be able to view the VIP special price.

Returns

Our policy lasts 7 days after arrival of parcel. If the days have gone by since the arrival of your parcel, unfortunately we can’t offer you a refund or exchange.

Upon receiving a faulty pair of shoes, please email us at support@mysportsshoe.com. In the email, please specify the problem and attach images to further illustrate.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Refunds

Once we receive your item, we will inspect it and notify you that we have received your returned
item. We will immediately notify you on the status of your refund after inspecting the item.
If your return is approved, we will initiate a refund to your credit card (or original method of
payment).
You will receive the credit within a certain amount of days, depending on your card issuer’s policies.

Shipping

You will be responsible for paying for your own shipping costs for returning your item. Shipping
costs are nonrefundable.

If you receive a refund, the cost of return shipping will be deducted from your refund.

Size

You must select the CORRECT size of shoes before proceed the payment as we are not able to exchange the product if size is wrong. Please refer to the size guide for more detail & measure your feet well if you do not want to make a mistake. Alternatively, you can message us with ur foot length and we will recommend you a size.

Contact Us

If you have any questions on how to return your item to us, contact us.

Gold & Platinum Package Terms & Condition

• Information on how to participate forms part of these Terms & Conditions. By participating, claimants agree to be bound by these Terms & Conditions. Claimants must comply with these Terms & Conditions for a promotion package to be valid.
•  Each claimant is entitled to umlimited promotion package. Coupons are non transferable and are not redeemable for cash.
•  Gold Package will given extra 15% credit, while for Platinum Package will given extra 20% credit along with 1 FREE sneaker of your own choice.
•  The Free shoe of your own choice is capped at RM 699 max, it is only usable once, and It cannot be redeemed with cash.
•  The remaining balance of your credit can be used as credit points deduction on your next online purchase. For example, if your credit is left with RM 100, your next purchase on shoe will be RM 100 lesser.
•  The remaining balance of your credit CANNOT be refunded in cash.
•  The management retains the right to reject any voucher that has been tampered with or found in any way unacceptable.
•  This Promotion Package can be used online (mysportsshoe.com) and only applicable for online Purchases.
•  Please write to us at: support@mysportsshoe.com if you have any questions or need further clarification. If you are unable to make a query in writing, please whatsapp us at +86 182 0602 2775