FAQ

Frequently Asked Questions (FAQ)

Q: I have signed up to escarves.co 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 order.escarves@gmail.com for technical assistance.

Q: I have a user account with escarves.co 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 escarves.co. The password will be sent automatically to the registered email address.

Q: I have a user account with escarves.co, how do I change my personal info and shipping address?
Go to My Account page, login and you can modify your account details there.

Q: Can I buy from escarves.co 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 know escarves.co latest news and promotions?
You can subscribe to our Facebook and Instagram to get latest updates about our New Arrivals, Best Seller Products and Special Deal.

Q: I can't find a particular product/item I want from escarves.co online store, what can I do ?
Kindly contact us at order.escarves@gmail.com or call us at 09-788 2581 for further enquiries. We will try our best to assist you or recommend you an alternative.

Q: When I click on the button "Payment with Billplz", nothing happens after that. Why ?
Please examine the settings of your internet browser if pop-up blocker is turned on. We need the pop-blocker to be turned off.

For Internet Explorer users, go to Tools->Pop-Up Blocker->Turn-Off Pop-Up Blocker.

Q: I came across the name Billplz in escarves.co, what is Billplz ?
escarves.co accepts online credit card payment using Billplz (accredited by Bank Negara Malaysia) and it is a secure online system that offers our customers safe transaction over the internet. Billplz also uses 3D secure where extra authentication from the bank is required.

Q: Why do I have Billplz in my credit card transaction records rather than escarves.co?
Do not worry because our payment gateway partner, Billplz (owned by BILLPLZ SDN BHD) collects payment on behalf of escarves.co.

Q: Why Billplz is on my billing statement?
Billplz has appointed BILLPLZ SDN BHD as its sole authorized reseller of all Billplz merchants. If you have a Billplz or BILLPLZ SDN BHD charged on your statement, it is very likely that you or someone in your household placed an online order with us.

Q: How do I know if my payment has gone through?
When you submit your payment details, the Billplz payment service will request authorisation from your Card Issuer and carry out any fraud screening checks on escarves.co. Depending on the outcome of the authorisation request, you will see either a successful or a failed message on screen which will confirm the result of your transaction.

A successful payment will also be confirmed by email. This email will include the details of your purchase and your Transaction ID, which is a unique reference for your payment, and should be quoted on any correspondence with escarves.co. It will be sent by Billplz to the email address you have provided when entering your payment details.

If you receive more than one email and you have only made one purchase, please contact order.escarves@gmail.com and inform us that you have placed multiple orders by mistake. We will arrange a refund if necessary.

Q: Why my payment was declined?
This could be for many different reasons, however, Billplz is not informed of the exact reason why the transaction has been declined. Reasons why your payment was declined include:

Some of the card/personal details entered does not match the information held by your Card Issuer.
You do not have enough cleared funds on your card to cover the amount of the purchase.
Your card has been reported as lost/stolen and been cancelled by your Card Issuer.
Your card has or is due to expire and has been replaced by your Card Issuer.
Your card has recently been replaced by your Card Issuer but not yet activated.
Your card cannot be used to pay for goods/services in a Cardholder-Not-Present environment (online/over the internet).
There may be a problem with your Card Issuer’s authorisation system.
You haven't activated 3-D Secure (Verified by Visa and MasterCard SecureCode) of your card. If you are sure that one of the reasons above does not apply to your payment attempt, we recommend that you try again. However, should the problem persist, please contact your Card Issuer to find out further information.

If this means you are unable to pay by credit card or Online Banking through Billplz, please email us at order.escarves@gmail.com.