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Frequently Asked Questions

Frequently Asked Questions


PREORDER


1. Why pre-order?
2. How do I order?
3. Do you accept international orders?
4. Do I need to place a deposit and WHY?
5. How much is the deposit and how do I pay?
6. Can I cancel or make changes to my order after submission? What about my deposit?
7. How will I know my order is processed and complete?
8. What is Shiok Price?
9. Can I still order if the item is listed as out of stock?

COLLECTION OR SHIPPING OF ITEM


10. When will my pre-order items arrive and How will I know?
11. Do I have to pay for the shipping cost?
12. When can I collect my item or when will my item be shipped?
13. How long do I have to collect my item?
14. Can I choose what item to collect?
15. What is the return policy?
16. Will the final item be like the preview pictures during pre-order?
17. Can I change my mind and not collect the item I have ordered?


1. Why pre-order?

Most of the collectibles items offered are limited edition and pre-numbered (i.e limited to 1,000 pcs worldwide) and you can pre-order the items when it is released for order. By pre-ordering, you are assured of your item and pre-ordering during the Shiok Price deadline will ensure that you will enjoy the most reasonable rate available.

2. How do I order?

You can either pre-order through our website (please refer to HOW TO PRE-ORDER) or place an order with our staff when you are visiting our retail outlet. If you require further information on how to pre-order, please contact our staff at +603-77252618.

3. Do you accept international orders?

Yes, you are most welcome. Please be aware that there may be shipping restrictions to your country and shipping is at your cost. There will be instances where we are unable to provide an accurate shipping cost estimate as the actual shipping cost will depend on the weight and dimension of the item. We will notify you via email if we cannot accept your order.

4. Do I need to place a deposit and WHY?

As per the industry norm, we will require that a deposit be paid for all orders. This is to secure your order and allow us to process your order. Those with deposits paid will be assured of their orders and given priority if there are any unforeseen shortages in stocks allocated by the supplier. 

5. How much is the deposit and how do I pay?

The amount of deposit is stated on the product page of the item.

You can pay via the following:

- Pay with cash or credit card at the retail outlet. VISA®, MASTERCARD®, AMERICAN EXPRESS® cards are accepted.

- Direct transfer to the shop’s bank account. The bank account details is as follows: Excelsior Collectibles Sdn Bhd, Maybank Berhad, Acc no. 5627-6820-5788

For those making payment via direct transfer to the bank account, we would very much appreciate it if you can email us the bank receipt to shioktoysonline@gmail.com

6.Can I cancel or make changes to my order after submission? What about my deposit?

We will evaluate the situation on a case-by-case basis, but in general, yes, you are allowed to cancel an order within 10 days from the pre-order date. If you want to cancel after the 10 days period, we will only keep your order under KIV and try to transfer your order to a new customer. If a new customer is found, we will either transfer your deposit to another order. Any fees charged by credit cards will be borne by you. If we are unable to transfer your order to another customer, then you are required to collect your item and make payment. We will allow you to put the item for sales in our store for 3 months.

Customers with a noticeable pattern of cancelling pre-orders (more than 3 times) will be require to pay a non-refundable deposit of 50% of the item’s price the next time an order is placed with us.

7. How will I know my order is processed and complete?

We will send you an email confirmation that your order is processed and your deposit has been paid.

8. What is Shiok Price?

Best thing since sliced bread. Shiok price can be defined as early bird price. It is the lower price that you get to enjoy if you order before the Shiok Price deadline. 

9. Can I still order if the item is listed as out of stock?

If there is an item that you are interested in but it is listed as out of stock, do not despair. Kindly contact 03-77252618 to enquire. We will assist in checking with our supplier on the availability of the item and get back to you on the status and price. Note that the price may differ from the price stated on the website.

10.When will my pre-order items arrive and How will I know?

Be prepared to wait 3 to 9 months for your items to arrive. We will try to reach you via e-mail blast, facebook posting, mobile app notification and finally a personal call to you.

11. Do I have to pay for the shipping cost?

We use Gdex for our domestic shipping requirements around Peninsular Malaysia and any other economical and safe shipping company for East Malaysia and overseas. Our policy is as follows:

Location

Shipping Method

Cost

Delivery Time

Peninsular Malaysia
(Applicable for items below 2kg only)

Gdex

Free

3 to 5 working days

Peninsular Malaysia (Applicable for items above 2kg)

Gdex

Customer will be advised on the shipping cost to be paid.

3 to 5 working days

East Malaysia

Most economical shipping method

Customer will be advised on the shipping cost to be paid.

1 Week

International

Most economical shipping method

Customer will be advised on shipping cost to be paid

To be advised


Oversized Item
The shipping cost will be calculated on dimensional weight rather than product weight for this item due to its oversized dimensions.

12. When can I collect my item or when will my item be shipped?
 
We always encourage our customers to collect their items within 1 week from the item’s date of arrival. For items to be shipped to the customers, we will arrange shipping within 1 to 2 working days after receiving final payment for the item.
13. How long do I have to collect my item?

We normally allow customers 3 weeks to collect their items. After 3 weeks, we will release the item for retail sale. If a customer requires more time to collect their item, please contact us to inform us of your date of collection. We will extend the collection period by a maximum of 4 weeks but the customer needs to increase the deposit paid to 50% of the item’s price. If we do not receive any request for extension from the customer or payment for the increase deposit, we will release the item for retail sale by the end of the 3rd week.

The deposit paid by the customer will only be refunded if we are able to sell the item within 2 months from the date of the release of the item for retail sale. If we are unable to sell within the 2 months period, the deposit will be forfeited. If customers cancel their items for more than 2 times, the customer will be black-listed.

14. Can I choose what item to collect?

Sorry no. You are required to collect the earliest item in hand before they can collect other items that arrived later.

15. What is the return policy?

First of all, there are no mint collectibles. As these items are hand painted, we can expect that there will be some imperfections in the item. If you absolutely require perfection, minor touch up will be required. For broken items or items with major visible defects, we will exchange the item with a new one if we or our supplier has stock. If the item is sold out, we will refund your deposit in full.

We require that all customers check their items thoroughly for any defect prior to bringing the items back home. This is to ensure that any defect is identified and a resolution is reached between us and you as we will not be accountable for any defect highlighted after the item has left our outlet.

For shipped items, our staff will perform a check on the item prior to shipping. Customers can request that the item be a virgin (not open, brand new) but customer has to understand that they do so at their own risk. All claimed items must be returned to us for checking and returned to the supplier. Customer are responsible to pay for the shipping cost to return the item to us.

Exchanged items from the supplier will take some time (6 to 9 months) to reach us. We will inform the customer immediately when we have the item in hand.

16. Will the final item be like the preview pictures during pre-order?
 
For pre-order items, the pictures of the item is usually of a pre-production prototype. Final product may differ slightly in color and or content.
 
17. Can I change my mind and not collect the item I have ordered?

Very tough question. It is a question of fairness for both parties. We will try to resell the item in our retail outlet and if the item is sold, we will refund any deposit paid. Timeline given is 2 months from the date we release the item for sale. If the item is not sold by the end of the 2 months, the customer is required to collect and pay for the item. Failure to do so will result in customer being blacklisted. Sorry.