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FAQ

How do I place an order?

First step is to register with us as a member.

You can search for something specific by using the search bar or if you’re looking for a particular type of item you can browse by category located along the top of the page.

Once you have found the item you want, select your size and click on the ADD TO CART button.

You can either click on the ‘Continue Shopping’ button or review the items in your cart by clicking on ‘View Cart & Checkout’.

If you are happy with the items in your shopping cart, click ‘PROCEED TO CHECKOUT’ to complete your order. If you have a discount or voucher code you’d like to use, key it in the box provided before checking out.

What do I do if there’s a problem with my order?

Our customer service representatives are more than happy to help you. Email us at support@jakelstore.my or call +603 76215154.

What payment methods do you accept?

You can either pay by:

3.1 Visa & MasterCard
If you check out in a currency other than your credit card’s currency, you may be subject to a currency-conversion fee from your card issuer. We recommend consulting your credit card provider for information on any applicable fees.

3.2 MOLPay Payment Gateway (FPX)

I couldn’t proceed with payment and my order status is pending. How do I proceed?

Kindly contact us immediately via email, call or live chat and we’ll assist in cancelling your order so that you can place a new one. We’d ask for your kind assistance not to bank in/transfer the amount to our bank account as we can’t guarantee the item you purchased is still in stock.

Can I cancel my order?

Yes, you can but you will need to call us on our hotline as soon as possible so that we won’t process your order. If it’s too late to cancel your order, we will need to ask you to return the items and you will be reimbursed.

How do I cancel an item from my order?

You will need to call us at our hotline as soon as possible.
If it’s too late, we will need to ask you to return the items and you will be reimbursed.

Why was my order cancelled?

In most cases, orders are automatically cancelled if we do not receive payments from you via MOLPay. However, if the amount has been deducted from your bank account, kindly email us at support@jakelstore.my and we’ll sort it out right away!

How do I add an item to my order after checking out?

You will need to make a separate order altogether.

I received my order, but one of them is missing. What do I do?

We are terribly sorry about that! Please email us your Order Number and the item you did not receive to support@jakelstore.my.

I’ve received an incorrect item in my order.

We are terribly sorry about that! Please email us your Order Number and the item you did not receive to support@jakelstore.my. You will then need to return the incorrectly received item back to us.

Do you restock items?

Some items are restocked. Whenever we get a restock, we will usually announce it in our newsletter, so it’s good to check frequently.

Can you let me know when an item has been restocked?

Unfortunately, we are unable to do so. Sorry! We usually announce restocked items in our newsletter, so don’t forget to subscribe and check frequently!