Frequently Asked Questions (FAQs)
Do you have a question about our products, services or the A&A Naturals online store? We have provided you with frequently asked questions and matching answers in the below categories.
What kind of payment options do offer?
The A&A Naturals online store offers the following payment options:
CREDIT CARD
Online payment using your credit card.
FPX
FPX is a convenient and secure online payment solution that allows real-time debiting from your internet banking account. It also allows immediate and direct crediting into our bank account.
BANK-IN
Offline bank-in payable to our bank account, please find our bank account information below:
Bank: Maybank
Account No: 564016648865
Account Name: A&A Naturals Enterprise.
After banking in the money, kindly email us the copy of the proof of payment or the payment slip and the following details:
- Order reference no.
- Your name and contact no.
Please note that order will only be processed after the money is deposited.
How secure is shopping on the A&A Naturals online store?
We want your online shopping to be worry-free, so we use SSL (Secure Socket Layers)*, the industry standard encryption standard for online purchase. All of your personal information, including your credit card number, is encrypted by SSL while you are placing the order.
SSL encrypts your order information to avoid the decoding of that information by anyone other than www.aanaturals.com. To check the security of your connection, look at the URL address bar of your browser window when you begin to checkout. If you see an unbroken key or a closed lock (depending on your browser), then SSL is active. When accessing a secure server, the first characters of the site address will change from “http” to “https”.
We endeavour to make every transaction you make at the A&A Naturals online store is safe. This means that you pay nothing if unauthorized charges are made to your card as a result of shopping at the A&A Naturals online store.
* SSL available only if you make payment through our payment gateway like Razer.
I cannot remove and add items into my shopping cart. Why and how to resolve this?
It might be a memory problem generated by the browser used to access the A&A Naturals online store. Please to delete the cookies stored on your browser.
I have signed up at the A&A Naturals online store but cannot login with my password. Why?
One of the possible problems is that your account is not verified. An email with a verification link had been sent to your registered email address for verification reasons. Please click on the verification link to activate your account. Alternatively, kindly contact us at admin@aanaturals.com for technical assistance.
I have a user account with the A&A Naturals online store but I forgot my password, what should I do?
Kindly go to the My Account page and click on the Forgot password link. You will be prompted with a window asking you to enter your email address (it must be the same email address you registered with the A&A Naturals online store). The password will be sent automatically to the registered email address.
I have a user account at the A&A Naturals online store, how do I change my personal info and shipping address?
Go to the My Account page, login and you can modify your account details there.
Can I buy from the A&A Naturals online store without creating an account?
Yes of course! However, if you register an account with us, it will be easier for you to shop with us next time. Just use your login (your email address) and password next time you shop with us. All your personal and address information will be automatically retrieved from your account.
How do I find out about the A&A Naturals online stores latest news and promotions?
Just check the Latest News section on the A&A Naturals online store; here we publish the latest news or promotions. Or you can subscribe to our Newsletter to get latest updates about our New Products, Best Sellers and Sales.
How can I unsubscribe from the newsletter mailing list?
You can unsubscribe by clicking the “Unsubscribe” button in our Newsletter or You can unsubscribe by emailing us at admin@aanaturals.com with the message title Unsubscribe and we will remove your email from the mailing list.
I have received a few emails from the A&A Naturals online store. What are Order Received, Order Processed and Order Completed?
Order Received: This email informs you that we received your order and will process it as soon as possible.
Order Processed: This email confirms that we processed your order.
Order Completed: This email confirms that we have shipped the order to your shipping address, your have received your order and we have completed your order.
Can I return an item after it is delivered to me?
Yes, you can! However, there are terms and conditions for this. Please refer to the Terms & Conditions for more information on this.
I can’t find a particular product I want from the A&A Naturals online store, what can I do?
Kindly contact us atadmin@aanaturals.com, DM us on Instagram @aa.naturals, PM us on Facebook @aa.naturals or WhatsApp us at +60-11-1910-0805 (https://wa.me/message/IFYUS4GWM3GOK1) for further enquiries. We will do our best to assist you or recommend you a suitable alternative.
When I click on the section “Credit Card/Debit Card/FPX Payment”, nothing happens. Why?
Please check the settings of your internet browser and see if a pop-up blocker is enabled. In order to use the A&A Naturals online store any pop-blocker needs to be disabled.
For Microsoft Edge users, kindly go to Tools->Pop-Up Blocker->Turn-Off Pop-Up Blocker.
I came across the name Razer on the A&A Naturals online store, what is Razer?
The A&A Naturals online stores accepts online payments using Razer (accredited by Bank Negara Malaysia). It is a secure online system that offers our customers safe transactions on the internet.
How do I know if my payment has gone through?
When you submit your payment details, the Razer payment service will request authorisation from your credit card issuer and will carry out any fraud screening checks on the A&A Naturals online store. Depending on the outcome of the authorisation request, you will see either a successful or a failed message on your screen, which will confirm the result of your transaction.
A successful payment will also be confirmed by email. This email will include the details of your purchase and your transaction ID, which is a unique reference for your payment, and should be quoted on any correspondence with us. It will be sent by Razer to the email address you have provided when you entered your payment details.
If you receive more than one email and you have only made one purchase, please contactand inform us that you have placed multiple orders by mistake. We will arrange any necessary refund.
Why was my payment declined?
This could be due to many different reasons; however, Razer is not informed of the exact reason why the transaction has been declined. Reasons why your payment was declined may include:
Some of the card/personal details entered do not match the information held by your credit card issuer;
You do not have enough cleared funds to cover the amount of the purchase;
Your credit card has been reported as lost or stolen and has been cancelled by your credit card issuer;
Your credit card has or is due to expire and has been replaced by your card issuer;
Your credit card has recently been replaced by your card issuer but was not yet activated;
Your credit card cannot be used to pay for goods/services in a cardholder-not-present environment (online or on the internet);
There may be a problem with your credit card issuer’s authorisation system;
If you are sure that one of the reasons above does apply to your payment attempt, we recommend that you try again. However, should the problem persist, please contact your credit card issuer or your bank to find out why your payment was declined. If this means you are unable to pay by credit card or FPX payment using Razer, please email us at admin@aanaturals.com.