Registration and Your Online Account

Orders

Delivery

Cancelling Your Order

Faulty or wrong product received

Product and General Information

Installment plans

Store Information

Registration & Online Account

Why should I register to shop?

Registering with us helps speed up the ordering process for you and allows you to keep track of your orders and refunds online.

By registering, will I automatically receive marketing emails from you?

No, not unless you sign up to our newsletter. If you do sign up, you can ask to be taken off our mailing list at any time

By registering, will you pass my details on to any other companies?

No, we will not pass your details on to other companies.

What do I do if I have forgotten my password or my password does not work?

If you have forgotten your password, we will need to reset it for you. Please click here, so that we can reset your password

Orders

How secure is your website?

As safe as it possibly can be. We store any information you give us securely using high-level SSL encryption technology - the most advanced security software currently available for online transactions

What do I do if there is a problem with my order?

Our Customer Care team is here to assist you with any problems. Click here to tell us about it

Can I add an item to my order after I have placed my order?

Unfortunately not, you will need to place a separate order for anything else that you want to buy.

Why has my card been declined?

Your bank will be able to inform you why your card has been declined.

Why have you cancelled my order?

Please click here to contact our Customer Care team.

Can I order from overseas?

Unfortunately you cannot order from overseas for the time being.

You confirmed my order but I have now received an email saying one of the items is out of stock. Will I be charged for it?

No, we will cancel the item from your order and you will not be charged.

Delivery

Which couriers do you use for your deliveries?

We use services of GDEX, City Link, Pos Laju and Airpak depending on the destination and the size of parcel.

What are your delivery charges?

For shipping details, kindly click here.

How long will my order take to arrive?

For product with the status Stock Available (Delivery in 3 Working Days)

Products shipped on the same day if payment is received before 3pm Malaysian time. Our courier services typically deliver within 1-2 working days. FZZ will provide customers with courier tracking number once the product is shipped. Please contact our customer care if you do not receive your parcel within 3 working days after you have received your courier tracking number. FZZ will not be responsible for any parcel unclaimed after 1 month from date of ship.

For products with the status Stock Available (Delivery in 5 Working Days*)

  • Digital cameras: products will be shipped within 5 working days.
  • Video camera, camera accessories and other products: please allow 1-2 weeks for delivery. Typically, products will be shipped within 1 week. FZZ offers full refund if we could not deliver your products within 2 weeks.

FZZ is not responsible for products unclaimed by customer one month after delivery.

Can I check how my order is progressing?

Yes, you can check how your order is progressing through our system by logging in to your account. Please click here to log in to your account.

How do I track my order?

We will provide email to you your courier tracking number once your product has been shipped.

Do I need to sign for my delivery?

Yes, a representative present at the time of delivery needs to sign for your delivery.

Can I change the delivery address for my order?

Unfortunately we are not able to change the delivery address on any orders.

I have received an incorrect item in my order, what do I do?

Our Customer Care Team is here to help you, click here to contact us.

What do I do if there is a problem with my delivery?

Our Customer Care Team is here to help you, click here to contact us.

Cancelling Your Order

What you need to do:

  1. Email us at care@fotozzoom.com stating your order number, name and contact details.
  2. Our Customer Care Team would then advice you on the steps you should take.

You have the right to cancel your order any time prior to despatch and within 14 days from the date of despatch. Unless the product is faulty or the return is a direct result of FZZs error, a restocking fee of 15% + Shipping Cost (RM10 or actual shipping cost, whichever is higher) may be charged.

If faulty or wrong products are delivered to you, FZZ will bear the return shipping cost should the customer inform us within 14 days. For products older than 14 days, customer will have to bear his / her own shipping cost for goods exchange or warranty claim.

If you cancel your order after the goods have been despatched, you will be responsible for returning the goods to FZZ at your own cost and we strongly recommend you use an insured or recorded delivery method such as GDEX, City Link or Pos Laju. All returns are subject to the following conditions, except where the goods are faulty or incorrectly described on this website.

  • The goods must be returned with all accessories, packaging, instructions and any other items included with it at time of sale (including free gifts). You must take reasonable care of the goods and return them in its original and undamaged condition.
  • Digital products can only be accepted if the software is still sealed.
  • A proof of purchase must be supplied.
  • We will not refund any items that have been specially made to your individual specification or personalised.

    • Where we have made a charge for postage, this will be deducted from your refund if the goods have been despatched to you.
    • This offer does not apply to film, developing or printing services.

Once you have notified FZZ that you are returning your order and FZZ have received the goods back undamaged, you will be refunded or credited within a maximum of 28 days for any sum that has been paid by you or debited from your payment card for the goods.

Faulty or Wrong Product Received

If faulty or wrong products are delivered to you, FZZ will bear the return shipping cost should the customer inform us within 14 days and goods be received back into our warehouse. In this case, we strongly recommend you use secure packaging and an insured delivery method such as GDEX, CityLink or PosLaju. All goods returned as faulty will be checked and if found to have no fault will be returned to you. No refund will be processed until the returned goods have been received back into our warehouse. For products older than 14 days, customer will have to bear his / her own shipping cost for goods exchange or warranty claim.

Product and General Information

Can Customer Care locate an item for me?

Unfortunately they are not able to check the availability of items in stores.

Can an item be sent to my local store from another store?

Please click here to contact our Customer Care team.

How do I claim for warranty?

You can claim for warranty by either sending the device to us by mail or dropping the device in one of our stores. Click here for our store locations. For mail, you will be responsible for returning the goods to FZZ at your own cost and we strongly recommend you use an insured or recorded delivery method such as GDEX, CityLink or PosLaju. Customer will have to bear his / her own shipping cost for warranty claim. Please contact our Customer Care Team before mailing your device so that we can prepare the necessary paper work to accelerate your repair process.

Installment Plans

Do you have installment plan?

Yes, installment plans are offered.

Purchases above RM500 are entitled to 6-month installment plans and above RM1000 are entitled to 12-month installment plans.

At the moment, installment plans are offered to users of Bank Islam, Public Bank and Alliance Bank.

What you need to do

  1. Download and fill in the Direct Debit Authorization Form (DDA) for your bank. Please download the correct form for your bank:

    Bank Islam
    Alliance Bank / Public Bank

  2. Photocopy your IC and your credit card.
  3. Scan both these documents and email them to sales@fotozzoom.com
  4. Our Customer Care Team will update you on the status of your purchase.

Please note that purchases are subject to the interest rate stated below.

Installment period 

Interest rate 

Available Banks 

6 months 

6%

Alliance Bank
Public Bank

12 months 

8%

Alliance Bank
Public Bank
Bank Islam

Store Information

Where are your stores?

Click here to see our store list.

What are your store opening hours?

With the exception to a few stores, our stores generally operate from 9am to 9pm. Details of our store opening hours can be found here.

Can I get student discount in your store?

Unfortunately we do not offer student discount.

How do I make a complaint about a store?

Please click here to contact our Customer Care team.