Frequently Asked Questions (FAQs)
常见问题解答
General Questions 常见问题
Q: I have placed an order but have not paid yet. Will my order be processed?
问：我下了订单但尚未付款。我的订单会被处理吗？
A: No, we will only process your order once payment has been made successfully.
答：不会。我们只有在收到您的付款后才会处理您的订单。
Q: Is Cash on Delivery (COD) available?
问：可以货到付款吗？
A: No, we do not accept Cash on Delivery (COD) payments.
答：不可以，我们不提供货到付款服务。
Q: Are your products ready stock or preorder?
问：你们的产品是现货还是预购？
A: All items are assumed to be preorder unless stated otherwise. Only items under the “ready stock” collection are available as limited-quantity ready stock, on a first-pay, first-serve basis.
答：所有商品默认是预购，除非另有说明。仅在“现货”系列下的商品是数量有限的现货，先付款先得。
Order Issues 订单问题
Q: I have paid for my order. Can I cancel my order and get a refund?
问：我已支付订单款项，是否可以取消订单并获得退款？
A: Once an order is confirmed and paid, we do not offer cancellations or refunds.
答：订单一旦确认并付款，我们不提供取消或退款服务。
Q: I selected the wrong specifications (design, size, colour, etc.). What should I do?
问：我选择了错误的规格（款式、尺寸、颜色等）。该怎么办？
A: Contact us within 24 hours of placing your order. You can reach us via WhatsApp at +6010-305-3959 with your order number, and we will assist with adjustments.
答：请在下单后的 24 小时内联系我们。您可以通过 WhatsApp (+6010-305-3959) 提供订单号，我们将协助您调整订单。
Q: Can I change my shipping address after my order is shipped?
问：订单发货后我可以更改收货地址吗？
A: Unfortunately, shipping addresses cannot be changed once the order is shipped. Please double-check your address before confirming the order.
答：很遗憾，订单发货后无法更改地址。请在确认订单前仔细检查您的地址信息。
Q: What if I ordered ready stock and preorder items in the same order?
问：如果我的订单里有现货和预购商品，会怎样安排配送？
A: We will wait and ship all items together when the preorder items arrive, so the shipping time frame will follow the preorder items. However, if you prefer separate shipments, you can pay the shipping fee twice: we will then ship the ready stock items first and send the preorder items later when they arrive.
答：我们会等待预购商品到货后一起发货，因此配送时间将按照预购商品的时间表。如果您希望分开配送，可以额外支付两次运费，我们将先发货现货商品，预购商品到货后再单独寄出。
Q: What should I do if I mistakenly chose the wrong specifications and only noticed upon receipt?
问：如果我在收到包裹后才发现选择了错误的规格，该怎么办？
A: Unfortunately, we do not accept returns or offer refunds for incorrect choices after the package has been shipped. Please review your order carefully before confirming.
答：很遗憾，包裹寄出后我们无法接受退换货或退款。请在确认购买前仔细检查订单。
Shipping and Delivery 配送与送达
Q: How long does shipping take?
问：配送需要多长时间？
A:
For Malaysia, ready stock ships in 1-3 business days and arrives in 2-7 business days; preorder items deliver in 10-24 business days after batch closes.
For Singapore, ready stock ships in 1-3 business days and arrives in 4-10 business days; preorder items deliver in 17-31 business days after batch closes.
For Taiwan, ready stock ships in 1-3 business days and arrives in 9-22 business days after dispatch; preorder items deliver in 22-43 business days after the batch closes.
答：
马来西亚地区，现货 1-3 个工作日发货，2-7 个工作日送达；预购产品在预购批次截单后 10-24 个工作日送达。
新加坡地区，现货 1-3 个工作日发货，4-10 个工作日送达；预购产品在预购批次截单后 17-31 个工作日送达。
台湾地区，现货 1-3 个工作日发货，配送时间为发货后 9-22 个工作日；预购产品在预购批次截单后 22-43 个工作日送达。
Q: Do you offer FREE SHIPPING?
问：你们提供免费配送服务吗？
A: Yes, we offer free shipping within Malaysia for orders over RM120 and free shipping to Singapore for orders over S$200.
答：是的，我们为马来西亚地区满 RM120 的订单提供免费配送，新加坡地区满 S$200 也可享受免费配送。
Q: Is there any special packaging for my order?
问：订单是否有特别包装？
A:
Yes, we provide exclusive tin box packaging for orders over RM160 in Malaysia, S$100 in Singapore, or NT$2,500 in Taiwan. If your order does not meet this threshold, you can add RM15 for the special tin box gift packaging.
答：
是的，马来西亚满 RM160、新加坡满 S$100 或台湾满 NT$2,500 的订单将享有独家铁盒包装。如果订单金额未达到此标准，您可以加付 RM15 获得特别的铁盒礼品包装。
Q: If it is a gift, can I include a wishes card?
问：如果是送礼，可以附上祝福卡片吗？
A: Yes! We offer a free wishes card. Just let us know it’s a gift and provide the message you’d like us to write.
答：可以！我们提供免费祝福卡片。请告知我们这是礼物并提供您的祝福内容，我们会为您写上。
Q: Do I need to pay customs, import duties, levies, or taxes? (If any)
问：我需要支付关税、进口税、征税或其他费用吗？(如有)
A:
Yes, any taxes, levies, import duties, or similar charges imposed by your local authorities are the responsibility of the customer. These charges are not included in the amount paid to us. Failure to pay these duties may result in your package being returned, and you will be responsible for any additional shipping fees for a second delivery attempt. For orders shipped to Taiwan, customs clearance requires a valid Taiwanese ID number, and duties and taxes are already included in the product price.
答：
是的，任何由当地政府征收的税费、关税或类似费用需由客户自行承担，这些费用不包含在您支付给我们的金额中。若未支付这些费用，包裹可能会被退回，重新寄送所需的额外运费由客户承担。寄往台湾的订单，清关时需提供有效的台湾身份证号码，关税与税费已包含在商品价格中。
Q: Can I track my order?
问：我可以追踪我的订单吗？
A: Yes, once your order is shipped, we will provide you with a tracking number. You can use this number to monitor your package through the courier’s website.
答：可以，订单发货后，我们会提供追踪号码。您可以使用此号码在快递网站上跟踪包裹状态。
Q: What should I do if I need to change my shipping address after placing an order?
问：下单后如果需要更改收货地址该怎么办？
A: Contact us within 24 hours via WhatsApp (+6010-305-3959) with your order number and updated address. Changes may not be possible after 24 hours or may incur extra fees. Shipping addresses cannot be changed once the order is shipped.
答：请在下单后的 24 小时内通过 WhatsApp (+6010-305-3959) 联系我们，提供订单号和更新的地址。24 小时后可能无法更改，或可能产生额外费用。订单一旦发货，收货地址不可更改。
Contact Information 联系方式
If you have any other questions or need further assistance, please contact our customer support team via:
如有其他问题或需进一步协助，请通过以下方式联系我们的客服团队：
WhatsApp: +6010-305-3959
Email 电子邮件: gleetheory@gmail.com
We’re here to help ensure you have a pleasant experience with Glee Theory. Don’t hesitate to reach out for help with sizing, product care, or any other inquiries.
我们致力于为您提供愉快的购物体验。如有尺寸选择、产品保养或其他问题，欢迎随时联系我们！