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FAQ

What is the sizing format that Futsalworks use?

  • We will use UK sizes as our predominate format. When ordering footwear, please choose your UK size. If you are unsure about the sizes please contact us directly for assistance.

 

Can I change the size if I have received the wrong size?

  • Please contact us immediately to change to a correct size. Please refer to our Returns section

 

The product I received looks different from the image on the website

  • While every effort is made to ensure that products, prices, colours are correct at the time of printing on our website, we cannot be held responsible for any errors or product changes. Please contact us directly if you are unhappy with what you have received and we'll do our best to rectify the problem quickly and fairly.

 

What are the delivery options available?

  • Futsalworks deliver all items by Poslaju to addresses in Malaysia as this has proven the best most reliable and safest way to send. Currently we do not offer any other delivery options other than Poslaju for customers in Malaysia. For customers outside of Malaysia, please contact us for the delivery options available.

 

How long does it take for the item to reach me?

  • We aim to dispatch all orders made before 3 pm within 1 working days (excluding Saturday, Sunday and Public Holidays) and depending on your location and availability of items, all items will usually reach you within one or two working days. Upon purchase, a tracking number will be emailed to you and you can track your package online at www.pos.com.my.
  • For orders made after 3 pm, we will process the order and dispatch it the following working day.

 

What do I do if I’m not at home at the time of delivery?

  • In most cases, Poslaju will leave a card to highlight a failed delivery attempt and detail where the parcel is being held (usually at a nearby post office or Poslaju centre). Please contact the number on the card to find out more about the status of your package. If you are unable to track your package, please contact us directly and we will try to assist you.

 

What do I do if I receive a faulty item?

  • In the unlikely event that goods are faulty upon receipt, please contact us as soon as possible so we can resolve the matter. We will try to make the process of replacement as convenient as possible.

 

I received the wrong item, what do I do?

  • In the unlikely event we send you the wrong product, we will refund the cost of return postage back to the card which was used to purchase the item(s). Please send the product back to us by recorded delivery and covering letter detailing what happened. As soon as we receive the returned item(s) we will despatch the correct product and issue you with the postage refund (please include the receipt for postage in the parcel).

 

What happens if I have not received my order?

  • For Malaysian customers, if you have not received your parcel within 5 working days and card has been left detailing an attempted delivery Please contact us with your order information. Often if there has been a delay in transit parcels may arrive a few days late, we will though have to give 15 working days until we can class the parcel as lost if there is no clear tracking information. We will monitor this and keep you updated.

 

Why wasn’t I refunded for my delivery charge after I have returned an item?

  • If goods are returned as unsuitable or for exchange of size we will not refund either your returns cost or the original postage charge. If an item is faulty or we sent the wrong item to you then we will cover cost of return. For more information, please see our Returns Policy.

 

How Do I know if My Order Will Be Delivered?

  • Upon completion of a successful purchase, we will follow up with a notification which includes a Poslaju tracking number.

 

If I am ordering from outside Malaysia, am I liable for import taxes?

  • Any additional charges for customs clearance must be paid by the recipient (including, but not limited to, taxes, duties, holding fees).
  • Customs policies vary widely from country to country and are subject to change so we would advise you to contact your local customs office for current, up-to-date information before placing your order.

 

I cannot come to the showroom and I don't want to order online, can we meet somewhere and arrange COD?

  • We do not offer Cash On Delivery (COD) or arrange appointments at any other locations outside our showroom