Frequently Asked Questions

1. How to shop online?
   You can make an online purchase before or after you have registered an online account with polohaus.com
   Follow the steps as the below:-
   1. Select your product, choose the color and size, then click ADD TO CART.
   2. When you are directed to SHOPPING CART page, select the quantity (qty) you wish to buy.
   3. If you wish to continue shopping, click on CONTINUE SHOPPING or choose the category tabs on the top page bar. Just repeat step 1, 2 and 3 in the above for items that you wish to buy.
   4. Once you have completed your shopping and wish to proceed to payment, click PROCEED TO CHECKOUT.
   5. You will be directed to one page checkout. Fill in / edit your billing address, choose your shipping and payment method. Please remember to key in the discount codes if you have any, to entitle for discount.
   6. Tick / check ‘I accept the Terms and Conditions’ before you click on Place Order.
   7. Once you click Place Order, your order will be processes and we will email you order confirmation.
2. How Do I Cancel My Order?
   Once payment has been confirmed accepted by bank, no further changes can be made. We strongly advise you to carefully review and modify your order before you click on Place Order.
3. How Do I Make Changes to My Order?
   Unfortunately, we start to process your order as soon as we receive confirmation by bank on your payment approval, therefore, we are unable to cancel or change your order. If you change your mind after placing the order, you may exchange the item(s) that comply with our Return & Exchange Policy.
4. Can I Order From Polohaus.com and Pick It Up At Any Polo Haus Stores?
   We are truly sorry that we are unable to cater to this request at this moment.
5. How Do I Know If My Order Was Received?
   You will receive an email from us with your order summary enclosed. The order summary will contain your order number and details of your purchased items. Please note that this is only to acknowledge that your order has been received by us.
   You will receive another email confirmation from us with the delivery details and tracking information. Alternatively, you can always login to your polohaus.com account and check your Order History in My Account.
6. How Long Can I Keep Items In My Bag?
   You can keep the items that have added into My Bag for 2 hours. This is for the courtesy of other customers who wish to buy the same items, and we trust you wish to be treated the same too. Our system will prompt you a message when the stipulated time period is lapsed, and you can choose either to proceed with payment or the items will be removed from My Bag.
   Your order and products are only confirmed after payment is made.
7. If the Items That I Saw Are No Longer At Polohaus.com, Can I Order Over The Phone?
   If the item that you wish to purchase is no longer display at polohaus.com, this means we have removed the stocks from our warehouse. Therefore, we are unable to take any order over the phone. Alternatively, you can check out the items that you wish to purchase at our Polo Haus Boutiques.
   Nevertheless, you can always check us out as we continually launch new items to you.
8. Can I Make Any Order Over the Phone?
   We apologize that we are unable to take any order over the phone.
9. Are The Same Products Selling At Polohaus.com Also Available In The Store?
   We are unable to guarantee the products selling at polohaus.com will be available at the nearest store(s) to you.
10. Are The Same Products Selling At Polohaus.com Same Price As Those Selling In The Store?
    We are unable to always guarantee the same price will be available both polohaus.com and in our stores as we may be running promotion or SALE at different time.
11. What Happens If an Item In My Order Is Not Available?
    If an item you have purchased is unavailable, we will inform you via email or phone call from our customer service team.
12. Can I Buy Without Registering?
    Yes, you are allowed to shop at polohaus.com without registered as a member.

1. What Payment Options Do You Offer?
   • We currently accept payment made via online banking for most of the major banks in Malaysia, MasterCard and VISA Credit Card only.
   • We currently accept payment made via MasterCard and VISA Credit Cards only in Singapore.
2. How Do I Complete My Order Payment?
   1. Ensure your selected products are CORRECT in the My Bag
   2. Confirm your delivery details (ie: name, address and contact number) at the check-out page are accurate.
   3. Choose your Payment Option and click PLACE ORDER
3. How Do I Know If My Payment Is Successful?
   Upon payment success, you will receive an on-screen prompt to inform you that the payment has been received. At the same time, you will also receive an invoice from polohaus.com
4. Why Was My Payment Rejected?
   There are various reasons why your payment may have been rejected. Please check the following for any possibility:
   For Credit Card:
   a) Check with your bank to ensure that there are funds available to pay for your order
   b) Please check if the 3D secure details have been entered correctly
   For Online Banking:
   a) Please check if you have registered an online banking account with your local bank
   b) Ensure you have disabled your browser pop-up blocker in order to complete the payment window

1. Can I Shop With My Polo Haus Membership @ polohaus.com?
   We are truly regret that Polo Haus Membership benefits are not available to use online at this moment, but do look out for our future upgrade coming soon!
   All benefits of Polo Haus Membership including Rebate Voucher, Reward Voucher and Birthday Discount Voucher are only applicable in store purchases.
   For further information on Polo Haus Membership, please click on Polo Haus Membership or contact us.

1. What Are Polo Haus Promo Codes?
   Polo Haus promo codes are codes that can be applied to your order to receive a discount. These range from free shipping to discounts on your purchases.
2. Where Can I Get A Promo Code?
   Polo Haus promo codes can be found in our newsletter and polohaus.com. By subscribing to our newsletter, we will periodically email you our offers and promo codes. Alternatively, you may also follow us via our social media, ie: Facebook to receive our promo codes and update on our new products.
   Please refer to the Terms & Conditions for our promo codes, as they will vary. Promo codes found on money saving websites such as promo sites or forums are not endorsed by polohaus.com and are outside of our control. They may be invalid or expired. We are unable to authorize discounts under such circumstances.
3. How Do I Use My Promo Code?
   When you place an order, you will see a box on the left side of the checkout page where you can enter your promo code. After you click ‘APPLY COUPON’, the promo code will be applied and discount will appear immediately along with your total purchase amount. The promo code must be redeemed at the point of ordering process; we are unable to apply the promo code after the order has been processed. Only one promo code can be used for each purchase. Promo codes are subject to their own terms and conditions of usage.
4. Forgot To Add A Promo Code
   You are unable to apply any promo code once you have placed your order.
5. I Entered My Promo Code But It Didn’t Work
   Our system will always recognize valid promo codes. If the discount has not been reflected in your order total, it is very likely that the code was entered incorrectly, or the code has expired, or certain conditions have not been met. Promo codes can only be redeemed during the placement of orders and we are unable to apply or amend once the order has been placed. Please do contact our customer service team to assist you.
6. How Do Promo Codes Affect My Exchanges?
   If you decide to exchange items that have a discount applied to the whole order with a promo code, the amount available for exchange will be subject to the value after the promo discount has been applied. This excludes shipping & handling fee.

1. What Is Your Return & Exchange Policy?
   All items purchased on polohaus.com can be exchanged by courier if they meet our Returns and Exchange requirements. Please read our Return & Exchange Policy policy for full details.
   For any items that purchase from our store, we are unable to provide refunds or exchange via the above method. Any items bought in our store will need to be returned directly to our store.
2. What If I Entered The Wrong Address Or Name In My Order?
   If you notice your personal details are incorrect once you have placed your order, please contact our customer service immediately. We won’t be able to refund your order should there be any errors in the information submitted and the orders has been processed.
3. When Do I Receive My Refund Once I Have Returned An Item?
   STRICTLY NO cash refund. Returns for exchanges by courier will be processed within fourteen (14) working days of receipt of returned items. Please refer to our Return & Exchange Policy policy for more details.
4. What Should I Do If I Have Received The Wrong Item or My Item Is Damaged?
   You can return the merchandise which you had not ordered or the damaged to us by contacting our customer service. Please read our Return & Exchange Policy policy for more details.
5. How Long Does It Take For Me To Receive My New Exchange Order?
   All exchange orders sent back to us via courier will only be processed once we have received the item(s) in our Warehouse, and we will inspect the returned items to make sure it complies to our returns and exchange policy. Your new exchange order will then be processed and you may expect to receive your new exchange order via email notification.
   Please refer to the delivery lead times to receive your new exchange order.

1. What Is Your Shipping Policy?
   All orders are delivered through our designated carrier and will require a signature upon delivery. We will take 1-3 working days to process the order and deliver it to you right after. Please refer to our Delivery & Shipping policy for more detailed information.
2. How Can I Track My Order?
   Please click on Track Your Order Below:
   
   
   
   

3. How Do I Receive My Order If I Am Not Home?
   It is advised that you track your order with the tracking number given and arrange with the courier for pick up.
   Should the parcel of your purchased order is unable to be delivered to you successfully after few attempts, or you do not pick up your order at any nearby location as stated by the carrier, the purchased order may be disposed after stipulated time given. Therefore, we will not refund you for the total amount that you had spent on your order.
4. I Haven’t Received My Order
   Please locate your tracking number from the delivery confirmation email or by logging into your user account. Alternatively, you can also go to the carrier website and enter your tracking number in the tracking widget to see the status of your order delivery. Please allow a few hours after you receive the delivery confirmation email for the system to reflect the status of your order delivery.
   The status of your delivery will be indicated on the carrier’s website. In the circumstances that you have not seen a status update of your delivery after a week since receiving confirmation email, please contact our customer service for further assistance.
5. Do You Offer International Shipping?
   Yes we do. At this present time we only shipped to street addresses in Singapore, Brunei & Indonesia only.
6. Delivery Method and Charges
   • Fill up your preferred delivery address when making your purchase and we will deliver the order to your chosen destination. Please take note that once the order confirmed, it is not possible to change any detail because the order begins to process.
   • The delivery charge will vary according to your order.
   • DELIVERY METHOD: Standard
   • Deliveries will be done on business days, not being a weekend or a public holiday. And, we aim to deliver the item to you within 3 to 5 working days.
   • During sale periods and promotions the delivery may be longer than normal.

   Region	Rate (RM)	Free Shipping for Order Above	Transit Time
   Peninsular Malaysia	10	150	3 – 5
   East Malaysia	25	300	3 – 7

   Region	Weight	Shipping Rate (RM)	Transit Time
   Brunei & Singapore	<1kg	70	5 – 10
   Brunei & Singapore	<1 – 2kg	100	5 – 10
   Brunei & Singapore	<3 – 4kg	130	5 – 10
   Brunei & Singapore	>5kg	150	5 – 10
   Indonesia	<1kg	80	5 – 10
   Indonesia	<1 – 2kg	120	5 – 10
   Indonesia	<3 – 4kg	150	5 – 10
   Indonesia	>5kg	180	5 – 10

   *If you cannot find your list above or any inquiry about the shipping rate, please email us at hello@polohaus.my or WhatsApp us: +6018 322 9333, we will assist you from there.

7. Postal Return
   In the case of postal returns, POLO HAUS will not bear the carriage due or EXCHANGE charges.
   Please make sure that your delivery address is correct.

1. How Safe Is Shopping on polohaus.com?
   Polo Haus takes the necessary precautions, both administrative and technical, data security technologies such as firewalls, access control procedures and cryptographic mechanisms to prevent and safeguard your Personal Data against loss, theft, misuse and unauthorized access, disclosure, usage, alternation or destruction. Furthermore, all transactions via polohaus.com will be performed via secure payment systems. Confidential payment details are transmitted directly in encrypted format (SSL and / or TLS) to the corresponding entity. Please read our Privacy Policy for further details.
2. How Does Polo Haus Use My Personal Data?
   We use the information that we collect to improve the content of our Website by incorporating information that is relevant to our customers, to notify customers about updates to our Website, to contact customers for marketing and sales purposes that are related specifically to their needs and interests and to communicate with our partners and franchisees. This information is not shared with other organizations for any reason, commercial or business, without your prior explicit consent. Please read our Privacy Policy for further details.

1. How Can I Figure Out My Size?
   Please click on Size Guide. We have provided a list of size guide specifically to the categories.

Paying some extra attention to how you wash your clothes will not only prolong their life, but also help minimize the environmental impact and save our natural resources. The washing instructions on the label will give you advise on how to best care for your garment, and here are some other resourceful advice.

1. Cotton
   Machine washable cold. Wash dark colours separately. Use a hot/warm iron on cotton setting and iron on reverse side. Do not bleach.
2. Microfiber
   Use mild detergent and cold water to avoid shrinkage and color damage.Do not use fabric softener, bleach or dryer sheets. Wash separately with clothing made from cotton or terry cloth. Dry in on a flat surface.
3. Rayon
   Use mild detergent and cold water to avoid shrinkage and color damage. Hand-wash is more preferable and recommended. Do not machine-dry rayon. Avoid using hot water. Use a warm iron on rayon setting. Dry it on a flat surface.
4. Leather & Suede
   Leather and suede garments should be taken to a leather specialist for cleaning. Follow the care instructions.

*Shoe polish and/or waterproofing spray should be applied to leather shoes and bags. This simple measure will improve their protection against water, extending the life of your shoes/bag and making them more capable of withstanding dirt.

• Official Channel Purchase
  1. Please purchase Polo Haus products from official Polo Haus stores or online stores.
     You can find the actual product, feel the texture and check the quality before making a purchase at the official Polo Haus store.
  2. Beware of counterfeit products/malicious fake sites!
     We are concerned that sales of Polo Haus counterfeits are increasing at non-official stores and online. Many of counterfeit products are inferior in quality to genuine products.
  3. Beware of fake sites that resemble the official Polo Haus online store, to avoid internet fraud which may result in you not receiving your purchased product or your personal information illegally acquired.
  4. Please be cautious when purchasing.
  5. In addition, we only accept returns or exchanges of products purchased from official Polo Haus stores and online stores.
  6. Genuine products are only available at official Polo Haus stores or online stores.
  7. Search Polo Haus official stores here.
  8. Search Polo Haus official online store here.
  9. The official Polo Haus Facebook account: @polohauspage
  10. The official Polo Haus Instagram account: @polohaus_official
  11. If you found the counterfeit products/ malicious fake sites, we strongly recommend you to report it to your local police authority.
  12. Furthermore, we are always at here to support and guide you! Please get in touch with our Customer Service Team.