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FAQs

• Account Registration And Password Retrieval

• Online Shopping

•  Online Payment

• Delivery Enquiries

• Refund / Exchange Enquiries

• Promotion And Discount

• Free Travel Size / Gift

•  General Enquiries

 

 
 
 

Account Registration And Password Retrieval

 

How do I register on the Clinelle website?
It’s easy! Click on the Login / Register button on the top right corner of the website and you will be directed to an online registration form.

 

Forgot my password?
Click on the Forgot Your Password link in the Sign In page. You will be directed to the password retrieval page. Enter your e-mail address and we will immediately send a temporary password to you. Once you have successfully accessed your account, remember to update your password immediately.

  

How do I change my contact or address details?
You can go to My Account > My Dashboard page and change your details here.

 

 

 

Online Shopping (COMING SOON)

 

How can I make an online purchase without an account on the Clinelle website?

1. Choose the product you want and proceed to Checkout

2. At Checkout, enter your delivery information and choose your payment method

3. Place your order

4. You will receive an order confirmation from Clinelle website; and a payment confirmation email from the payment gateway

 

how do I track my order status?
You can track your order online 24 hours / 7 days by following these steps:

 

1. Go to here

2. Enter your tracking code

3. Press "Track Now" to process

 

Will I receive an order confirmation after placing an order?
An immediate confirmation with order summary will be sent via email. Order tracking email notifications will also be sent to keep you updated frequently on your order status.

 

Can I change or cancel an item in my existing order?
However, once you have confirmed your order and finalized payment, no changes can be made to the order. We advise that you carefully review and modify your order before payment submission.

 

How can I cancel my order?
Once your order has been submitted successfully and payment is received for your purchase, no further changes can be made. We advise that you carefully review and modify your order before payment submission.

 

What do the order statuses PENDING PAYMENT, CANCELLED, PROCESSING and COMPLETE mean?


PENDING PAYMENT: Awaiting payment confirmation.

CANCELLED: Cancelled by an admin / the customer or payment failed.

PROCESSING: Payment received and the stock has been reduced. The order is awaiting fulfillment.

COMPLETE: Order fulfilled and the tracking code is available.

 

 

 

Online Payment (Coming Soon)

 

What currency does Clinelle website accept?

We only accept payment in Thai Baht (THB) via:

 

• Credit Card - Visa Credit, Master credit or JCB via issued by Thailand banks only

• Online Banking

Why would my payment be rejected?

Credit Card

1. Check with your bank to ensure there are funds available to pay for your order.

2. Secondly, if you are using a MasterCard or Visa credit or Debit card to pay your order, we suggest you confirm that your card is activated and that your 3D secure details have been entered correctly.

Note: Only credit cards issued by local Thailand banks are accepted.

 

What is 3D Secure?

3D Secure is a security feature which ensures payments using certain credit and debit cards are authenticated by the cardholder with their bank at the time of the transaction. 3D Secure is the common name for the technology behind MasterCard SecureCode (MSC) and Verified by Visa (VbV).


Your 3D Secure password is set up between you and your bank to further secure transactions made over the internet. If your card is enrolled with 3D Secure, during the payment procedure you will be prompted by your bank to enter a unique password to verify that the transaction is authorized by the card owner before completion.

 

For instance:

After submitting your MasterCard or Visa Credit or Debit card details at checkout, you will be prompted to key-in a unique security code which you will receive via SMS from your bank. This special security feature is a 3D Secure code.
Failure to submit details of your payment or password correctly will result in an unsuccessful online transaction.


For further assistance or inquiries, please do not hesitate to Contact Us.

 

 

 

Delivery Enquiries (Coming Soon)

 

How much is the delivery charge?

Clinelle website offers FREE shipping throughout Thailand for online purchases worth 1000 Baht or above.Shipping charges for orders below the minimum purchase1000 Baht is 100Baht.

Will deliveries be made to my P.O Box address

No.

 

How long does product delivery take?

1. For orders placed before 3PM (Mon – Fri, excl. public holidays), products will be delivered on the next business day.

2. For orders placed on Friday after 3PM or over the weekend, products will be delivered out on the following Tuesday.

3. Delivery to rural or remote areas in Peninsular Malaysia, Sabah and Sarawak will take an additional 3-7 working days.

4. For areas in which the inaccessibility of shipments, delivery will take more time than usual

 

Can I schedule the delivery of my order?
Our courier service providers are unable to provide scheduling of deliveries; therefore we cannot guarantee delivery of your order for a specific time or date.

 

do you ship internationally?

We currently ship within Thailand only.

 

 

 

Refund / Exchange Enquiries

how do I request for a refund?

You may request for a refund within five (5) working days from the date you received the products to the post stamp dated on the parcel you return to us.

Just contact our helpful Customer Service team by phone 02 276 3978 and email [email protected] , Monday to Friday (excluding Public Holidays) from 9.00am – 5.00pm for assistance.

 

I have received a damaged /faulty/incorrect product! How can I request for a product exchange?

Kindly contact Customer Service at 02 276 3978, Monday to Friday (excluding Public Holidays) from 9.00am – 5.00pm for assistance. An exchange will be made for products of equal or lower value. Optional: All return shipping charges will be reimbursed via points for future redemption.

 

When will I receive my exchanged product(s)? All product exchanges take up to fourteen to twenty-one (14-21) working days (excluding Public Holidays) for processing and delivery

 

 

 

Promotion And Discount

 

How do I apply discount code?

Enter your Discount code in the 'Enter Promo Code' box on the Cart Page. Please ensure the code you entered matches exactly with the one you have received (Discount Coupon codes are case sensitive). Click 'APPLY' button after entering your code.

 

Why my discount code could not be applied to my order?

Please ensure you fulfil the requirements to use the code.

• Check if the code has a minimum order amount

• Check if the code is only for the first-time customer

• Check if the code is only valid for certain Products or Brands

• Check the expiry date of your code

 

My discount code was invalid from the order

• Ensure the code is not for first time customer only

• Ensure the code has not been used before

 

Why is my discount/credits not reflected in the total?

Typically, only one of Discount or Credits can be used with an order. Discount is one-time use only unless otherwise stated. Discount is not valid with sale items or with any other discount or promotion. If you believe this is not the case or have other troubles using a discount coupon-code or credits, do not hesitate to contact us.

 

 

 

General Enquiries


For all further inquiries, please do not hesitate to contact us via email at [email protected] OR call us 02-2763978, Monday-Friday (excluding Public Holidays) from 9.00am – 5.00pm for assistance.

 

 

 

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