Have a question or need help with your order? We’re here for you. Reach out through live chat or email, and we’ll get back to you during our business hours. Your satisfaction and peace of mind are important to us.
Frequently Asked Questions (FAQ)
1. When are you available for support?
Our team is available Monday to Friday, 10:00 AM – 5:00 PM (Malaysia time). We're closed on Saturdays, Sundays, and Malaysian public holidays.
2. How can I contact you?
You can reach us easily through:
- Live Chat — just click the chat icon at the bottom-right corner of the screen
- Email — send us a message at borneocraft@gmail.com
We’ll do our best to respond as quickly as possible during working hours.
3. Do you close on public holidays?
Yes, we observe all official Malaysian public holidays. For details, you can refer to the national holiday calendar here.
4. How long does it take to get a response?
We aim to respond to all inquiries within 24 business hours. For questions related to artisan-made items, we may need additional time to coordinate with the artisan directly, but rest assured, we’ll get back to you as soon as possible.
5. What if I need help outside working hours?
If we’re offline, you can still leave a chat message or email us anytime. We’ll review and respond to your message once we’re back during our support hours.
6. Can I reach out about order tracking or delivery issues?
Absolutely. If you’re unsure about your order status, feel free to contact us via chat. We also update tracking information for every order on our Main Menu > FAQ > Track Order— simply enter your order number to check the latest parcel status.
7. Is there a phone number I can call?
Currently, we do not offer phone support, as we are a small team. This helps us respond more efficiently through chat and email, while focusing our efforts on supporting artisans and fulfilling orders.
