FAQ

Account

1. How can I log in to Jenama.biz?

If you already have a Jenama.biz account, simply log in using the email address and the password you used to register.

If you do not have a Jenama.biz account, registering is easy and quick!

2. Can I change my password?

Just follow the steps below to change your password.

Step 1 : Go to “MY ACCOUNT”

Step 2 : Tap on “MY PROFILE”.

Step 3 : Tap on “Change Password” and follow the instructions to change your password accordingly.

3. What do I do if I forget my password?

On the login page, tap on "Forgot Password" and follow the instructions to reset your password.

4. Failed logins are due to one of the two following reasons:

A) System Limitations
As part of Jenama.biz's increasing efforts to make the shopping experience safe and enjoyable for our users, some system limitations have been put in place. You are encouraged to enjoy Jenama.biz services using your own device and account to prevent disruptions in your Jenama.biz experience.

B) Permanent Suspension
We may permanently suspend users who are determined to be in violation of Jenama.biz policies. Such users will not be able to log in for security reasons. For more details on our "DOs" and "DON'Ts", please refer to our Terms of Service


Order

1. Can I cancel my order?

No, you are unable to cancel your order upon completion of payment .

 

Payment

1. How can I pay?

Jenama.biz is supported by FPX and PayPal payment method as well as major credit cards.


Delivery

1. Which countries is Jenama.biz available in?

Jenama.biz is available in Malaysia only at the moment. We will be expanding to Indonesia and Singapore soon. Will keep you posted.

2.  What is the supported logistic of Jenama.biz?

Jenama.biz is supported by GDex Logistic.

3.  What is the delivery lead time for my order?

After our Jenama.biz Supported Logistics provider picks up the order from the seller, it will be delivered to you within 1-3 days.

4. What happens if I do not receive my order?

Please contact our customer service at support@jenama.biz

Kindly include your Jenama.biz username and i.d. for our reference to serve you in a more efficient manner.

5. How can I track my order with Jenama.biz Supported Logistics?

You can track your order status by tapping on “Shipping Information” in the Order Detail page. You can then track your order from the respective service providers.

6.  How do I handle damaged packages?

If the external packaging of the delivered order is visibly damaged:
Ask the courier if he could wait for you to check the condition of the products.
* If the courier agrees, check the product and reject the package if it is damaged.

If the product is found to be damaged after the courier has left:
Contact our customer service at support@jenama.biz.biz.

Kindly include your Jenama.biz username for our reference to serve you in a more efficient manner.

 

Refund

1.When and how can I apply for a return?

We strongly encourage you to communicate with our customer service before applying for a return of the products.

2. How long would it take for my refund to be processed?

All refunds will be initiated the next working day. Credit card payments will be refunded to the respective credit card and it takes around 7-14 working days for processing depending on the banks.

Online payment and Bank transfer payment methods will be refunded to your account!

Alternatively, please reach out to our customer service at support@jenama.biz for further assistance.

Kindly include your Jenama.biz username for our reference to serve you in a more efficient manner.

3. Will I be refunded with my shipping fee for returns and refunds?

Shipping and handling fee paid during your purchase will not be refunded if all or partial of your products from the order are being returned and refunded.

 

Jenama Points

1. How do I earn Jenama Points?

You will earn Jenama Points whenever you purchase items on Jenama.biz.

The amount of Points you earn from a particular order will be calculated based on the order’s final purchase price, minus all discounts and excluding Shipping Fees. For every RM1 spent, you will earn 1 Jenama.biz Point.

2. How can I use my Jenama Points?

You can use Jenama.biz Points to claim on specialty products on the website.