1. General Information
- Who operates terranovafashion?terranovafashion (www.terranovafashion.com) is owned and operated by TERRANOVA GLOBAL COMMERCE SDN BHD [SSM No: 202601024706 (1686803-K)], a company registered in Malaysia with its registered address at 41A LINTASAN PERAJURIT 6, TAMAN PERAK 31400 IPOH, PERAK.
- How can I contact customer support?You can contact our support team by email at environment@terranovafashion.com or by phone at +60 1153761418. Our team processes messages systematically and aims to respond within 24 hours.
2. Orders & Payments
- Which payment methods are accepted?We accept major international credit and debit cards, including Visa, Mastercard, and American Express. We also support digital wallets, such as Apple Pay and Google Pay, for efficient checkout processing.
- Is my payment information processed securely?Yes. Encrypted transmission channels safeguard payment data during online checkout. While standard commercial measures are maintained to protect data, no internet transmission can be declared completely exempt from external risk.
3. Shipping & Delivery
- Where do you ship, and which logistics carriers do you use?We ship directly to customers across Europe and the United States. Orders are dispatched using international priority logistics services provided by carrier partners such as DHL, FedEx, and UPS.
- What is the standard delivery timeframe?Standard international transit requires 6 to 10 working days from the dispatch date.
- How do I track my order?Automated email updates are sent to the email address provided at checkout at key processing stages—including order dispatch, arrival at transit hubs, and local delivery routing—containing shipment tracking information.
- What happens if my package is delayed beyond standard delivery times?If a shipment exceeds standard transit windows, contact customer support at environment@terranovafashion.com. Our team will initiate an investigation with the carrier and, depending on the audit results, issue a full refund or arrange a replacement dispatch.
4. Returns, Withdrawals & Refunds
- What is your return policy for Europe and the US?In compliance with statutory consumer laws in Europe and the United States, customers possess a 14-day Statutory Right of Withdrawal. You may return items within 14 days of receiving physical delivery without specifying a reason.
- What should I do if my item arrives damaged or defective?If an item arrives damaged or defective, contact customer support by email within the statutory period with relevant order details and photographic evidence of the issue. Upon verification, physical return of the item is not required, and a full refund or replacement item will be provided.
- How are refunds issued?Approved refunds are processed back to the original payment method used during checkout within standard banking processing times.