FAQ

Payment & Fees

Q1: What payment options do you accept?

CIGA Design Malaysia accepts PayPal as well as various other local debit cards and invoicing options.

Security & Currency

Q1: Is my payment information safe?

​Your transaction and payment details are directly handled by Paypal, our payment service provider, with secure encryption, and under strict banking standards.

Your credit card details are sent directly to the bank and cannot be read or accessed by any parties other than your bank – Including CIGA Design Malaysia.

Q2: Do you store my payment information?

CIGA Design Malaysia does not receive or store any payment information. All transactions are handled directly by Paypal, our payment service provider. Your credit card details are sent directly to the bank and cannot be read or accessed by any parties other than your bank.

O​rder Status

Q1: Can I change my order?

Once an order is submitted, we are unable to change the ordered products or the quantity selected.

Q2: Can I change my delivery address?

If you wish to change your delivery address, please contact us and we will do our best to assist you in this matter.

In the event that we are unable to process the address change directly in our system, usually because the package has already been shipped, we will need to contact our courier to request a change of delivery address.

In order to help you further, we would really appreciate if you could provide us with the following information :

  • First and Last name,
  • Company name (if needed),
  • Street name and number,
  • Zip code and City,
  • Country,
  • Phone number and Email Address.

Please be aware that an address change will delay the delivery time. CIGA Design Malaysia cannot be held responsible for any delay in delivery due to an address change requested by a customer.

Q3: Does the watch come with a strap?

​A watch that you select from our product page will consist of the watch face and ONE respective watch band together with ONE FREE leather strap.

Q4: How do I place an order?

To place your order, select the item(s) that you wish to purchase and add it to your shopping cart. Then, proceed to the checkout page where you must fill in your personal information and pay for the order. Make sure to double check that you have filled in your details correctly to ensure that you receive all the necessary info and that your order is delivered without any complications.

If you need any help, we strongly advise you to speak to one of our Customer Service advisors via our facebook messenger chat at ​https://cigadesign.my/​, they will be happy to assist you.

Q5: Was my order successful?

We have several verification stages when customers place an order, this is done to provide our customers with the highest level of security.

If your order is successful, you should within the next 10 minutes receive an order confirmation via the e-mail address provided by you at the checkout page. If not, please contact us and we can assist you in this matter.

Q6: Why have I not received an order confirmation by email?

Due to high volumes, you may not receive your order confirmation instantly. The order confirmation and/or your tracking information will be sent out to you via email within the nearest 48 hours. We kindly ask you to wait 48 hours to receive either your order confirmation or your tracking information before contacting us. In the events, you have been debited in your bank account, you can safely know that your order has been successful. We apologize for any confusion and thank you for your patience.

Deliver

Q1: When will I receive my order?

​We aim to ensure that you receive your order as quickly as possible. Delivery process will take 2-5 working days.

Once your order is successfully submitted, the warehouse then processes your order within three (3) business days. It is then picked, packed, and dispatched.

Packages are not transported nor delivered on weekends and local public holidays.

While we always strive to have our orders delivered on time, we acknowledge that the unforeseeable is inevitable. External factors outside of CIGA Design Malaysia’s and its courier’s control, such as extreme weather conditions and technical failures, are bound to occasionally cause delays, and we ask for your patience and understanding when they do.

Additionally, please note that during promotional campaigns, delivery times may be longer than usual.
Feel free to reach out to us if you have any questions about your order’s status. We’re happy to help!

Q2: Can I pick up my package from a pick-up point?

You may proceed self collect at​ your own convenience​ via pick up point below:-

  • Klang Valley – ​CIGA Design Malaysia Office ​ (​9:30am – 6:30pm (Mon-Fri) except public holiday
  • Penang – ​ ​CIGA Design Authorised Store ​ (​10am – 10pm Mon-Sun​)

Shipping

Q1: How do I track my order?

Within 3 business days of placing your order, after it has been scanned at a UPS Sorting Facility, you will receive an e-mail from UPS containing your package’s tracking information.

To track your package, simply use the tracking number provided on ​UPS’ official website​.

Q2: Do you ship to my country?

We are ONLY available make shipping within Malaysia.

Q3: Is shipping free?

​Free standard shipping is provided by CIGA Design Malaysia when purchasing a timepiece.

Express Shipping may vary which depends on your available area.

Q4: My order is a gift, can you remove the invoice from the package?

There is no invoice included in the package when it is delivered.

Should you wish to have an invoice for your order, simply contact us and we will be happy to assist you.

Authenticity

Q1: How do I know whether my CIGA Design is authentic?

To ensure the authenticity of a CIGA Design timepiece, it must be purchased directly from our website or from an authorized ​CIGA Design Malaysia​ retailer​.

If purchasing from unauthorized third party vendor , there is a risk of receiving a timepiece that is counterfeit, used, or defective

Q2: Do you store my payment information?

CIGA Design Malaysia does not receive or store any payment information. All transactions are handled directly by Paypal, our payment service provider. Your credit card details are sent directly to the bank and cannot be read or accessed by any parties other than your bank.

Warranty

Q1: What is not covered in the warranty?

​The CIGA Design Warranty does not cover:

  • Defects and damages due to loss, theft, fire, water, or a natural disaster
  • Failure or damage caused by improper use, carelessness (knocks , dents, crushing, broken crystal/glass, etc.), or accidents
  • Failure or damage caused by unjustifiable repair or modification
  • Esthetical changes, defects, and damages due to normal wear and tear and aging (e.g. minor scratches on the case and/or crystal, altercation of the watchband and peeling of the plating, etc.)
  • Wristband, crown, or crystal/glass
  • Watches where the serial number is missing or has been erased, altered, falsified, replaced, defaced, or made illegible.

If purchasing from unauthorized third party vendor, there is a risk of receiving a timepiece that is counterfeit, used or defective.

CIGA Design Malaysia​ does not honor any warranty claims that are not accompanied by the original documentation. To obtain a repair or replacement under this limited warranty, you must ensure that the authorized retailer, from where the timepiece was purchased, has appropriately filled in the warranty card.

Q2: How long is the warranty valid and what does it cover?

​The warranty for a CIGA Design timepiece is valid for a period of twelve (12) months from the date of purchase. Upon expiration of the warranty period, any repairs will be subject to a service charge.

Repair & Care

Q1: How do I get my CIGA Design watch repaired?

​If you purchased your timepiece from an ​authorized ​CIGA Design Malaysia retailer​, to obtain reparation or
replacement of your watch under its warranty, please contact the ​authorized ​CIGA Design Malaysia​ retailer​ or service provider from where it was originally purchased.

If you purchased your timepiece from duty free and/or travel retail, such as – but not limited to – inflight, airport, cruise, etc. please contact us and we will assist you, directly, to the best of our ability.

If you purchased your timepiece directly from our ​website​, and feel it is a matter of warranty, kindly contact us and we will assist you, directly, to the best of our ability.

Kindly note, the CIGA Design Warranty does not cover:

  • Defects and damages due to loss, theft, fire, water, or a natural disaster
  • Failure or damage caused by improper use, carelessness (knocks , dents, crushing, broken crystal/glass, etc.), or accidents
  • Failure or damage caused by unjustifiable repair or modification
  • Esthetical changes, defects, and damages due to normal wear and tear and aging (e.g. minor scratches on the case and/or crystal, altercation of the watchband and peeling of the plating, etc.)
  • Wristband, crown, or crystal/glass
  • Watches where the serial number is missing or has been erased, altered, falsified, replaced, defaced, or made illegible.

If purchasing from unauthorized third party vendor, there is a risk of receiving a timepiece that is counterfeit, used or defective.

CIGA Design Malaysia​ does not honor any warranty claims that are not accompanied by the original documentation. To obtain a repair or replacement under this limited warranty, you must ensure that the authorized retailer, from where the timepiece was purchased, has appropriately filled in the warranty card.

Q2: How long is the warranty valid and what does it cover?

​The warranty for a CIGA Design timepiece is valid for a period of twelve (12) months from the date of purchase. Upon expiration of the warranty period, any repairs will be subject to a service charge.