i. What payment methods does Hayllo accept?

We accept various payment methods, including Visa, MasterCard, FPX Online Banking, and e-wallets like Alipay, Boost, Mcash, Touch 'N Go, GrabPay, and MAE.

We also offer Buy Now, Pay Later installment options via Atome, Grab PayLater, and Visa Installment (Eligible for certain cards by Ambank, HSBC, and Standard Chartered). All prices are displayed in Malaysian Ringgit (MYR), unless stated otherwise.

ii. What countries do you ship to?

We currently only ship within Malaysia & Singapore.

iii. Do you provide a gift card message?

Yes, upon request. If you're sending a gift to a loved one and want to include a special note, simply add your personalized message in the remark column during checkout. We will write it on a bespoke Hayllo gift card.

iv. Do you provide gift-wrapping services?

For Jellycat items, purchases below RM 200 will come with gift wrapping paper, while orders of RM 200 and above will be packaged in a gift box. Please note that the gift box can accommodate items up to 31cm (most Jellycat Large size items). Items larger than this will be wrapped in gift paper packaging.

If your order includes multiple items, they will be packaged together. If you prefer separate packaging, please contact us to make a request.

For other items, gift wrapping with paper packaging is free upon request. Kindly add a remark during checkout or contact us to make this request.

v. How can I track my order?

You will receive an email with your tracking number once your purchase has shipped.

The tracking information may not be updated on a daily basis, but your orders are still in transit moving.

If you have any issues concerning shipment tracking, please contact us by WhatsApp at +6010-2877022 or email to [email protected].

vi. Can I change or cancel my order?

We only offer exchanges, not cancellations or refunds for your online orders. Exchanges are possible within 7 days from the date of order, provided the order has not yet been shipped. To request an exchange, please contact us via WhatsApp at +6010-2877022.

vii. Can I change my delivery address?

Yes, you can change your delivery address if the order hasn't been shipped yet. Please contact us via WhatsApp at +6010-2877022  to make the request. 

viii. My order has been marked as delivered but has not been received

If your postal carrier cannot locate a safe spot to put it, parcels are frequently kept by third-party couriers for delivery.

If your order has been marked as delivered but has not been received, we recommend that you contact the third-party carrier.

Please notify us via WhatsApp at +6010-2877022 or email to [email protected], if your order cannot be located once it has been marked delivered.

ix. I received a defective product

In the event of receiving an incorrect or damaged item due to transit or manufacturing defects, kindly return it to us for a replacement within 7 days after receiving your item to request a return. Send us a picture of the product (including defective parts) with a brief description and order number via WhatsApp at +6010-2877022 or email to [email protected].

Following our assessment, if the item is not incorrect, damaged, or a result of manufacturing defects, the shipping fee for the replacement will be your responsibility.

x. Are your branded products authentic?
Yes, all of our brand name products are 100% authentic as we source directly with brands and authorized distributors or reputable suppliers to make sure that we provide you the highest quality, original and genuine products.