FREQUENTLY ASKED QUESTIONS

Want to find more about Sureslim Fiber Detox Drinks? The answer to these and more can be found here.

Categories

General

Are you available in stores?

We currently are not available in stores in Malaysia, but are interested in working with select retailers. Is there a place you usually shop from? Send them our way.

Opening an Account

Opening an account is easy. Simply click My Account, or when you place an order, you will be prompted to log in with your email address and password. An account offers you a safe, easy and fast way to order. It also serves as a way to track your order and receive emails about your order.

Account Benefits

Set up an account and customise your preferences. Improve your shopping experience by taking advantage of great benefits.

  • News and Exclusive Offers
    Sign up to receive email updates on special promotions, new product announcements, gift ideas and more.
  • Order History
    Receive important information regarding your order and the capability to track your order up to the moment it arrives.
  • Faster Checkout
    Save your billing and shipping information to make it easier to find and buy your favorite stuff. Enjoy hassle-free checkout.
  • Save My Cart
    Save your cart for checkout at a later time.
Managing your Account

It’s easy to change your account information online at any time. Simply click My Account now to access your account. If you have forgotten your password, click here.

  • Your email address serves as a convenient way to receive important information about your order and serves as your AlianaRiich.com account identification.
  • Your account stores information such as order history and your billing and shipping address. It also offers you the ability to track your orders. The password assures that only you have access to your account information.
Promotions & Discounts

Promotion codes may be redeemed at any point in the ordering process. Simply enter your promotion code and your promotional discount will be factored into your order and reflected in your order summary. Promotion codes are only valid at AlianaRiich.com and are not applicable to previous purchases. Promotions may be terminated at any time without notice. Other restrictions may apply.

Please note promotions and offers cannot be combined.

I am having problems accessing shop. Some of the pages look weird. Am i using the right browser?

As Shop uses some of the latest graphics designs which may not be supported in lower version of browsers, it is recommended that you use the following browsers to access Shop:

1. Apple Safari Latest Version.

2. Mozilla Firefox Version 10 onwards.

3. Google Chrome Version 12 onwards.

In addition, please ensure that your Javascript and Cookie is enabled on your browser.

Shipping

How can I change my shipping address?

By default, the last used shipping address will be saved into to your Sample Store account. When you are checking out your order, the default shipping address will be displayed and you have the option to amend it if you need to.

Can I change my delivery address after I have confirmed my order?

Kindly inform us via WhatsApp or call us at (+6012) 2991098, the new delivery address as soon as possible.

Can I ship to multiple address?

We are happy to ship items to more than one address; unfortunately, we cannot do so online within a single order at this time. If you would like to place an order with multiple delivery addresses, you may enter separate orders on our Website. We regret any inconvenience and promise to make this easier in the future. Check back soon!

How do you ship my orders?

The carriers used for our Malaysia shipments are Pos Malaysia via Pos Laju. For international shipping, please contact us.

How much is the shipping fee?

Offer FREE SHIPPING to West Malaysia (limited time only). The flat-rate shipping fee is RM6.00 and RM9.00 applicable to Sabah & Sarawak. For 24 hours delivery (Klang Valley only), charges may differ by locations. Kindly contact us for details.

How long will it take for my order to arrive after I make payment?

Members who ship their orders within Malaysia should expect to receive their orders within three (3) to ten (10) working days (excluding Weekends & Public Holidays) upon payment verification depending on the volume of orders received. Usually on Mondays to Fridays from 9am to 5pm.

If you experience delays in receiving your order, contact us immediately and we will help to confirm the status of your order.

How can I track my orders & payment?

After logging into your account, the status of your checkout history can be found under Order History. For orders via registered postage, a tracking number (article tracking number) will be given to you after the receipt given from Pos Malaysia.

Order & Payments

How do I order on the website?
  1. Create an account first or directly fill your shopping cart.
  2. On the checkout page, complete your personal details.
  3. Make payment.
When do I need to make the payment?

All payments need to be received in advance so we can process your order. It is recommended that you make your payment immediately at checkout.

What are the payment methods available?

At the moment, we only accept Credit/Debit cards via Stripe and Paypal payments. For bank transfer, kindly bank-in to our preferred bank and email/Whatsapp details as per checkout page requirements.

How do i cancel my orders before I make payment?

After logging into your account, go to your Shopping Cart. Here, you will be able to make payment or cancel your order. Note: We cannot give refunds once payment is verified.

How do I make payments using Paypal? How does it work?

Paypal is the easiest way to make payments online. While checking out your order, you will be redirected to the Paypal website. Be sure to fill in correct details for fast & hassle-free payment processing. After a successful Paypal payment, a payment advice will be automatically generated to Samplestore.com system for your order.

It’s fast, easy & secure.

Can I pay using Paypal without a Paypal account?

Yes! It is commonly misunderstood that a Paypal account is needed in order to make payments through Paypal. The truth is you DO NOT need one, although we strongly recommend you sign up to enjoy the added ease of use.

Without a Paypal account, all you need is any Debit/Credit card stated below that is supported by Paypal.

By using Paypal, we can process & deliver your orders to you in a shorter time. Paypal is the easiest & most secure way to make payment online. No account needed.

For more details, click here to see how Paypal works for you.

Can I leave a message as I am buying as a gift?

Good news for you! We have free message tag service for you to deliver your message. Kindly indicate and drop your message at the checkout.

Returns

What happens if there's been a delivery mishap to my order? (Damaged or lost delivery)

We take such matters very seriously and will look into individual cases thoroughly. Any sample that falls under the below categories should not be thrown away before taking photo proof and emailing the photo of the affected sample and your D.O (Delivery Order) to us at [email protected] (if applicable).

We regret to inform you that no refunds will be given for orders that fall under the below categories.

1. In the event of damaged samples received, we will require photo proof of the affected samples and your D.O (Delivery Order) in order for us to investigate and review before a decision is made to re-send the sample to you at no cost, subject to availability. In light of this, any sample that falls into this category should not be thrown away before taking photo proof and emailing the photo to us at [email protected]

2. In the event of lost mail, we will try to locate the delivery team in Pos Malaysia and if there’s a clear indication that your order is indeed lost, we’ll re-send the order to you at no cost, subject to availability.

What happens in the event of unsatisfactory/expired/wrong products/missing?

We take such matters very seriously and will look into individual cases thoroughly. Any sample that falls under the below categories should not be thrown away before taking photo proof and emailing the photo of the affected sample and your D.O (Delivery Order) to us at [email protected] (if applicable).

We regret to inform you that no refunds will be given for orders that fall under the below categories.

1. In the event that the sample you’ve received is unsatisfactory in any way you perceive, we will require photo proof of the sample and your D.O (Delivery Order) as well and you may be required to send us back the sample for close inspection and review before a decision is made to re-send a sample to you at no cost, subject to availability. The postage cost will be credited back to your account after we receive the returned item.

2. In the event that you receive an expired product, we will require clear photo proof of the sample and its expiry date for close inspection and review before a decision is made to re-send a sample to you at no cost, subject to availability.

3. In the event that you’ve received the wrong sample, we will require photo proof of the wrongly sent sample and D.O (Delivery Order) and after reviewing, we’ll re-send the correct sample to you at no cost, subject to availability.

4. In the event you’ve received your order with a missing sample, we will require you to email us a clear photo proof of your D.O (Delivery Order) to [email protected] and after which, kindly give us a call at (+6012) 9661098 and our customer service officer will attend to you to find out more before a decision is made to re-send the missing sample to you at no cost, subject to availability.

Changes & Cancellation

We do not offer refunds after payment has been made. If you need to make changes for any reason, we require you to inform us directly after order being made, kindly give us a call at (+6012) 9661098.