A. MY ACCOUNT

1. How to sign up an account through our website?

You may sign up by clicking at the icon profile and click create account. Fill up the information required and click create. Then you are ready to go.

2. Can I place an order without sign up an account?

Yes you may place order without setting up an account. However, to check out we require your contact details and shipping information to process your order.

3. Why I cannot login to my account?

It may cause by incorrect email, password or inactive registration email. If you forgot your password, you may click  "Forgot your password" and it will direct to reset your password.

B. ORDER 

1. How to place an order via our website?

  • You may place an order with or without having an account.
  • Choose the item that you want, (take a look at the option of the item if given) 
  • Ensure the series/color/size and quantity
  • Once confirm, click "Add to cart"
  • You can proceed by clicking "Check Out" to make payment.
  • You will then choose shipping method (Post via courier or self pick up)
  • Fill up the information required and please be ensure that every information are correct.
  • Payment could be made by either using payment gate away (applicable for e-wallet, online banking) or by manual online transfer using our account number provided
    • Bank : RHB
    • Number Account : 20823000049148
    • Name: TYC STATIONERY HOUSE
  • If you pay using manual online transfer, please attach the payment received at space provided.
  • Once done, Bunkuya will receive and proceed your order.
  • You will receipt an email of fulfillment once the order is ready to inform you that your order is ready for shipment or to pick up (24Hours after order placed)

2. Can I change my shipping address after placing an order?

Unfortunately you may not able to change your shipping address after placing an order. This is because to avoid any mishaps during shipping process. Make sure to reconfirm your shipping address before placing an order.

3.Can I change my personal information after placing an order?

You may not allowed to change your personal information after placing an order to avoid unusual circumstances such as fraud and identity theft.

4. Can I cancel my order?

Once order received, you could not cancel the order because we are unable to interfere with the process.

5.Why my order is cancelled?

Your order may be cancelled due to reasons such as "out of stock", "payment error" and others. Kindly contact us via email [email protected] by providing the order number, name and phone number.

6. Can I reserve the item online and pay at some later time?

Customer is not allowed to make any online reservation. We practice first come first serve basis. The payment shall be done upon placing the order.

7. Do you have a mobile app?

We do not have any mobile app at the moment. You could visit our official Instagram account (@bunkuya).


C. PRODUCT AND STOCK

1. Why some of the products selling at the store are not available online?

This is because, not all our items in our physical store are accessible for online purchasing. However, we are putting efforts to add more more items to our website so you can easily get them.

2. How to know if the item is back in stock?

You may check our website from time to time as it is regularly updated.

D. PAYMENT

1. Why I cannot checkout with my credit/debit card?

Please be ensure that the card is active and key in the correct card information required.

2. Why I cannot checkout with e-wallet?

Please make sure that your e-wallet is active and have enough balance before proceeding with your payment.

3. Why I do not receive an email notification after the payment is successful?

Please be ensure that you email registered is active and correct. Besides, you may check the email at all mail, spam/junk, and promotion tab. We highly recommend you to use personal email instead of company email as company email may block any external email sent to them.

4. Why I do not receive TAC to proceed with payment?

Please make sure you using an active mobile phone number to receive the TAC number. However, if you still have not received the TAC, kindly contact the respective bank for further assistance.

5. What is the payment method available?

  • Payment Gateway (e-wallet, online banking)
  • Manual online transfer 
    • Bank : RHB
    • Number Account : 20823000049148
    • Name: TYC STATIONERY HOUSE

Feature of ipay88

Online Banking

choose bank

e-wallet


6. Do you accept COD/ATM/Cash Deposit payment method?

We do not accept these payment method.

7. Can I order via website but make payment at physical store?

The order through website must be payed through online payment including even for pick up order. The order will only be processed once the payment is successful.

8. My bank informed that the payment has been deducted. Why my order cancelled?

Kindly be informed that the cancellation may due to “out of stock”. You may email your order number, name and phone number to our email at [email protected] 

E. SHIPMENT

1. How to know my order status?

Once your order have been fulfilled, you will be notified via email. If there is no email notification after 48h regarding your order status, you may email us your order number, name and phone number at [email protected]

2. How to get the tracking number?

The tracking number will be given once we have successfully processed your order and ready for shipment. Tracking number can be found via email from BUNKUYA once your order fulfill and ready for shipment. As for pick up order, you will receive the fulfillment email from Bunkuya and once you received you will able to pick up your order at our physical store within 3 days.

3. What is the estimated time for standard delivery within Peninsular Malaysia?

  •  Order made before 12:00 PM (Monday - Friday excluding Public Holiday):

The parcel will be shipped out from our physical store within 1-3 business days and expected time of arrival is within 2-4 working days (Peninsular Malaysia). However, there will be additional 3-5 working days if the order is made during the promotional period due to surge in online order volume.

  • Order made after 12:00 PM on Friday Saturday, Sunday and Public Holiday:

The parcel will be processed in the next business day and it will be shipped out from our physical store within 1-3 business days and expected time of arrival is within 2-4 working days (Peninsular Malaysia).

4. What is the estimated time for standard delivery within East Malaysia?

  •  Order made before 12:00 PM (Monday - Friday excluding Public Holiday):

The parcel will be shipped out from our physical store within 1-3 business days and expected time arrival is within 5-8 working days (Sabah/Sarawak). Delivery to rural areas may require additional 2-3 business days.

  • Order made after 12:00 PM on Friday Saturday, Sunday and Public Holiday:

The parcel will be processed in the next business day and it will be shipped out from our physical store witihin 1-3 business days and expected time of arrival is within 5-8 working days (Sabah/Sarawak). Delivery to rural areas may require additional 2-3 business days.

5. What should I do is the shipment exceeds the estimated time of delivery?

The estimated ship dates and time are provided by the courier and based on courier shipping's time. You may check the tracking information to determine the status of your shipment. Kindly contact the courier and provided with your tracking number to ask why the parcel has not been moved. Otherwise, you may reach us for assistance via email providing your order number, tracking number, name and phone number at [email protected]

6.Why I have been charged with shipping fee?

That is because of standard delivery charge. Free shipping is applicable within Peninsular Malaysia with checkout value must be above RM150.00 and the weight volume must be less than 5kg.

7. Do you delivery to an international address?

No, we only deliver within Malaysia at the moment.

8. Can I request for specific courier service to send my parcel?

We are pleased to inform that we already have our own reliable and efficient delivery services. Hence, request for specific delivery service provider may not be processed.

9. What if the courier cannot send my order to my place and I have to pick up my order at their office? Will my journey fare be covered?

We are unable to provide travel fare claim for the purpose of picking up the order at the courier office.

10. Can I go directly to the physical store to pick my order up myself?

Yes, you may go to our physical store to pick up the order by choosing pick up order at the shipping method section. We do not undertake Cash On Delivery (COD) as payment for online order should be made through online payment once check out.

11. Why I cannot track my shipment via tracking number given?

This may because of your shipment might have just been shipped out. You may check your shipment status within the next 24hours

12.Can I have individual tracking number for products I purchased?

If you purchased multiple items within one order, you will be provided with one tracking number. 

13. Why I cannot entitle for free shipping when I stayed in East Malaysia?

The free shipping is only eligible limited to West Malaysia only.

14. Can I pre-arrange the date and time of delivery?

We currently using third-party courier services. Thus the date and time of delivery will follow the courier time. However, you may pre-arrange the date and time for pick up order. You can pre-arrange at least 24hours after order made.

F. REFUND

1. What is a credit memo that I have received via email?

The credit memo sent to your email is to inform the amount of refund due to out of stock products, parcel failure to be delivered and others.

2. How do you usually refund the our of stock products?

  • Firstly, we may asked if you would like to wait until the product restock and proceed with the order.
  • If you want to proceed with refund, it will be done online banking depending on the initial payment method of the order.

3. How long is the duration of the refund process?

It may take 7 to 14 working days.

4. Am I going to receive an email notification if the products are out of stock from my order?

Yes, we will send you and email to notify you that the product is out of stock and discuss for further action.

5. What if I provided the wrong bank account number for refund purpose?

We highly recommend you to give the active and correct bank account number as we are not able to amend it and the payment could not proceed.

G. PICK UP ORDER

1. What is Pick Up Order?

Pick up order is one of Bunkuya convenient service where customer can place order and pay online and collect it at our physical store within 3 days.

2.Can I collect the ordered item directly from your physical store?

The online order made need at least 24hours to be processed. Hence you will only able to collect the item after you received the fulfillment email by Bunkuya.

3. How do I know if my parcel is ready for collection?

You will receive and fulfillment email notification stated that your parcel is ready for pick up.

4. What are the document required to be presented at the physical store?

You MUST present the fulfillment email of your order with a stated order number and tracking number. The softcopy version of the notification email is allowed for the store reference record.

5.Can I collect the parcel without waiting for email notification?

We do not recommend you to pick up without the email notification as we your order may not yet ready.

6. What should I do if the Pick Up Order estimated delivery time has exceeded?

If you did not received any fulfillment email notification after 2 days, you may email your order number, name and phone number to [email protected]

7.Can I request my friend/family members to collect the parcel of behalf of me?

Yes, you may request entrusted friend or family members to pick up your order provided with fulfillment email. They will be required to fill in information for our record purpose.

8. When must I collect my order after I received an email notification?

The order should be collected within at least 3 business days.  If the order is not collected after 7 days the customer is not entitle to any refund or exchange as the refund or exchange  is only valid within 7 days following the receipt date.

9. Will I get my refund if I fail to collect my parcel without notifying Bunkuya?

No. We do not refund for the order that customer are failed to collect.

H. RETURN (REFUND & EXCHANGE)

1. What is the condition for product return?

      We only allow for online exchange/refund under below return circumstances:

  • Damage upon arrival
  • The product does not work (manufacturing defect)
  • Wrong item received
  • Item has missing part

     There will be strictly no return under circumstances :

  • Change of mind
  • Unwanted item

2. How to request for product return?

  1. You may click "Contact Us" to ask for Return Request Form.
  2. We will response within 24hours attached with Return Request Form.
  3. Once you submit back the form, we will response on either approve or reject within 24hours.

3. What are requirement needed for Return Request Form?

  1. Picture/video of the impacted item
  2. Picture of the outer packaging
  3. Product/SKU code and quantities of the impacted item
  4. Exchange online/offline or refund online/offline

All the above information required is compulsory. We may reject your return request should one of the information is missing. Upon receiving your request, we will provide a p

4. What options are available for product return?

  • Online Exchange : You may email us the Return Request Form. Once approve, you need to ship out the product to our physical store by bearing the shipping cost. Then, we shall ship the exchange item to your address provided.
  • Offline Exchange : You may email us the Return Request Form. Once approve, you may come to our physical store providing the approval email and proceed to exchange immediately.
  • Online Refund :  You may email us the Return Request Form. Once approve, you need to ship out the product to our physical store by bearing the shipping cost. The refund will be processed to your bank within 7-14 working days.
  • Offline Refund : You may email us the Return Request Form. Once approve, you may come to our physical store providing the approval email. However the refund will be processed to your bank within 7-14 working days.

5. Is there any expiry date to return the product?

Yes. The expiry date is within 7 days from the day you received the approval email.

6. How long I can request for product return once I received my parcel?

You must send your request within 7 days from the day your received your parcel. We shall not entertain for the return request more than 7 days.

7. How to request for product return when the "Return" button is not available on the website?

Kindly go to the bottom of website and click "Contact Us" and you may proceed contact us through email. Please me ensure to make request within 7 days you received your parcel.

8. Can I return the product at physical store?

Yes you can provided that you bring along the approval email to return at the cashier counter. Kindly be informed that we do not accept any direct-product return from customers as it needs to go through Quanlity Control inspection and can only be approved via email.

9. Why my Return Request rejected?

It may due to reasons as below :

  • The return impacted item occurs due to customer's fault upon investigation
  • Missing required information in the list as requested without valid reason