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General FAQ

 Frequently Asked Questions (FAQ)


Q: I cannot remove and add items into my shopping cart. Why and how to resolve this?

It should be a memory problem at Internet Explorer. Please do the following:
 
1. Go to Tools->Internet Options->Delete Cookies
2. Press YES
3. Close your Internet Explorer and reopen it, the problem should be resolved.

If problem still persists, kindly contact us at 
info@oakpublication.com.my for technical assistance.

Q: I have signed up to oakpublication.com but cannot login with my password. Why ?

One of the possible problem is that your account is not verified. A email with verification link had been sent to your registered email address for verification, please click on the verification link to activate your account.

Alternatively, kindly contact us at
info@oakpublication.com.my  for technical assistance.

Q: I cannot proceed on the checkout process at the shipping stage. Why ?

The delivery address stated is either International or East Malaysia delivery address. Our system currently don't automatically calculate shipping charges for East Malaysia and International deliveries.

Kindly contact us at 
info@oakpublication.com.my for product invoice calculated with shipping charges.

Q: I came across the name Paypal in oakpublication.com, what is Paypal ?


oakpublication.com accepts online credit card payment using Paypal (accredited by Bank Negara Malaysia) and it is a secure online system that offers our customers safe transaction over the internet. Paypal also uses 3D secure where extra authentication from the bank is required.

Q: Why do I have Paypal in my credit card transaction records rather than oakpublication.com ?

Do not worry because our payment gateway partner, Paypal (owned by Paypal Malaysia) collects payment on behalf of oakpublication.com. 

Q: How secure is shopping with oakpublication.com ?

When sensitive credit card details are passed through our website, the information will be automatically be encrypted using the Secure Sockets Layer protocol (SSL) with an encryption key length of 128-bits (the highest level encryption commercially available). We accept online credit card payments using Paypal (accredited by Bank Negara Malaysia) and it is a secure online system that offers our customers safe transaction over the internet. ipay88 also uses 3D secure where extra authentication from the bank is required. Please note that oakpublication.com does not store any credit card information during an online credit card payment.

Q: I have a user account with oakpublication.com but forgot my password, what should I do ?

It is easy, go to My Account page and click on the Forgot password link. You will be prompted with a window and please enter your email address (it must be the same email address you registered with oakpublication.com). The password will be sent automatically to the registered email address.

Q: I have a user account with oakpublication.com, how do I change my address ?

Go to My Account page, login and you can modify your address details there.

Q: Can I buy from oakpublication.com without creating an account ?

Unfortunately no. However once you have created 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.

Q: How do I find out about oakpublication.com latest news and promotions ?

Just subscribe to our newsletter, which we will publish quarterly. Alternatively do visit & like us on facebook:-

https://www.facebook.com/pages/Oak-Publication-Sdn-Bhd/

Q: How can I unsubscribe from the newsletter mailing list ?

Email us at 
info@oakpublication.com.my with the message title Unsubscribe and we will remove your email from the mailing list.


Q: What is shipping weight ?

Shipping weight is the weight of the product and approximate weight of packaging material added together.

Q: Can I return an item after it is delivered to me?

No you can’t; the only exception are books(printed books) that are badly damaged or have printing errors are exchangeable for the books of the same title(while stocks last); if that title is sold out; a book of similar value will be given instead.

E-Books are non-refundable.

Q: How long does it take for my orders to reach me ?

We will try our best to ship/deliver the product as soon as possible to you. Below is our estimated order delivery time:

For products labelled Stock: Available, we usually deliver in next 5 - 7 business days. The delivery time may differ due to stock availablilty. 

Q: What are the delivery charges when I buy from oakpublication.com?

Peninsular Malaysia

For 1kg and below, delivery charge is USD3.00. Subsequent 0.5kg will be charged at the rate of USD0.50.

Example: If your order total weight is 1.5kg, the delivery cost would be USD3.50.


East Malaysia

For 1kg and below, delivery charge is USD3.50. Subsequent 0.5kg will be charged at the rate of USD1.50.

Example: If your order total weight is 1.5kg, the delivery cost would be USD5.00.


International

For International delivery charges, kindly contact us at 
info@oakpublication.com.my for more information.

Q: Does oakpublication.com deliver items to international addresses?

Yes but kindly contact us at info@oakpublication.com.my for a product invoice calculated with shipping cost.

Q: How can I contact oakpublication.com ?

Kindly email us at info@oakpublication.com.my for any enquiries or vist & like our facebook page:-

https://www.facebook.com/pages/Oak-Publication-Sdn-Bhd/

We will reply within 3 business days.

Q: Does oakpublication.com has a showroom/retail outlet that I can visit ? If yes, where is it located ?

Yes, we have retail outlets showcasing our products and you could purchase directly from the retail outlets. Please click here to view our location maps and opening hours - 
Map

Q: Can I buy from the showroom/retail outlet and save on the delivery charges? 

Yes, you could purchase directly from the showroom/retail outlet and opt for self collection. Please click here to view our location map and opening hours -  Map


Q: How do I prevent emails from order@oakpublication.com.my ending up in my Spam/Junk Mail folder ?

It is easy, just add order@oakpublication.com.my into your address book and your mail server should recognize all emails from order@oakpublication.com.my as non-spam mails.

Q: I can't find a particular product/item I want from oakpublication.com online store, what can I do ?

Kindly contact us at info@oakpublication.com.my or call us at 03-79575905 for further enquiries. We will try our best to assist you or recommend you an alternative. 

Still can't find the answer to your question, email us at 
info@oakpublication.com.my

 
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