How can I make changes to my order?
Simply email us at email@example.com within 24 hours. Be sure to include your order number! If you would like to change your item, phone model or colour, please also include the URL or name of the new item, phone model and colour choice.
I’ve missed a promotion campaign for a recent order I placed. Can I still enjoy the offer?
Please let us know by email at firstname.lastname@example.org, we would wish to know the order number of yours and also the discount code / offer that you are after. We will be more than happy to evaluate what you have and honor the offer if it is deemed applicable. We apologize, but we are unable to apply the adjustments retrospectively 3 days after date of order, or the promotion expiration date, whichever comes earlier.
I’ve placed an order, but it says “Failed” when I check its status. What’s wrong?
- Your payment could have failed during the process
- Your payment is captured, however it was failed on the first attempt. We will manually change the status.
If your payment is captured, we will definitely process your order. If we need further information from you, we will be contacting you via email or mobile.
I’ve ordered few cases but I can’t find all of them. Where are the missing cases?
Please be sure to open up all the boxes first. We sometimes packed 2 cases in 1 box unless otherwise requested. If you have checked and the case is still not there, please contact us. If your items is partially sent, you will see a small piece of “Partial Delivery” note.
Does GALADO sell gift cards?
- Not at the moment but we will soon. If you’re urgently needing one, you may drop us an email.
How can I pay for my order?
Click on PayPal (for Credit Card) or MOL Pay (for Bank Transfers) upon checkout. Alternatively, you may check out our “Buying Guide“
Do you accept Credit / Debit Card?
Yes! We accept major credit / debit cards via PayPal and NO PayPal account is required for checkout (except for a very few specific countries). Please choose “Don’t have a PayPal account?” upon checkout.
I paid with my credit / debit card, but why did I get an email from PayPal for confirmation?
We use the PayPal platform, so even if you used your credit / debit card, you’ll receive a confirmation from the PayPal team. Doesn’t seem right? Email us at email@example.com.
For shipping, orders will be delivered by local courier services. For international shipping outside Malaysia, it will be available within 2 months time.
For orders shipments within Malaysia (including Sabah and Sarawak) we use Poslaju, Skynet, Nationwide or Airpak
- How can I check my order status?Sign in to your Account (the one that you made your order with) and click on “Track Order“. You will be notified on your courier tracking number via email or SMS.
Will my package be delivered to my house or to the post office for me to pick it up?
Your orders will arrive at your house. There may be exceptions that door-to-door delivery service is not provided in particular cities / outskirt areas. Therefore, self collection over the counter is advisable.
When will you ship my order?
Orders placed will be processed within 1 business days. However due to the product availability, we will usually ship out to you within 3 business days if there’s a ready stock or up to 14 business days if it’s on pre-order.
Please allow extra time for your order to be processed during public holidays and busy periods. The courier serice may also require extra time to work on the processing / delivery during peak season or before major festivals.
Does GALADO guarantee its product?
Of course! We’re 100% committed to making you happy. Each case is hand checked by a member of GALADO before it goes out the door to ensure you get the best! While we make every effort to ensure your case arrives in perfect condition, sometimes things could happen. If you discover a fault with the item(s) you have received, please take pictures of the defect and contact us right away. We will work with you to guarantee your satisfaction.
Should you wish to return your item(s), please kindly email us with the reason of return, within 7 days from receiving your order (according to the delivery date on the tracking record, if applicable).
To request further instructions on how to return your order, please email us at firstname.lastname@example.org. Returns without prior communication with us will not be accepted.
Before you return a product, please make sure that:
1) The product was delivered in the last 7 days.
2) The product is in its original packaging.
All refund will have RM3 processing fee incurred.
Even if you purchase any of our sale items, it is still eligible for a refund.
Returns made will be refunded in your original form of payment. If the payment was made using credit / debit card or bank account, there might be a lead time required by PayPal (our credit card settlement service provider) to set up the credit transaction with your bank.
Please note that customers are responsible for all the fees involved for returning items. Return packages remain the responsibility of the customer until it is received by our team.
Therefore, it is recommended that the customer takes necessary precautions by using registered and traceable services when returning the package.
GALADO has created this privacy statement in order to demonstrate our firm commitment to privacy. This document discloses our information gathering and usage practices. For additional information about GALADO, please review our Terms and Conditions.
- Use of your information
GALADO does not sell or rent your personal information to third parties.
GALADO collects personal information about you through your use of the Website, including your registration details and information relating to your use of the Website and the content you access.
GALADO may use this personal information to help us provide the Services to you, to verify your identity, to enforce or apply our terms and conditions, to protect the rights, property, or safety of GALADO, our users, or others, for internal research purposes, for promoting and marketing other GALADO products and Services to you, and for any other use that you authorise. Your membership’s trading history may be published in your feedback.
We release account and other personal information only when we believe release is appropriate for legal compliance and law enforcement (including to government agencies with statutory law enforcement responsibilities); to facilitate court proceedings; enforce or apply our terms and conditions; or protect the rights, property, or safety of GALADO, our users, or others. Government agencies with statutory roles enabling them to request data from us includes but is not restricted to Police. Members can contact GALADO to ask whether such information has been provided.
Where GALADO contracts third parties to undertake various services, we may provide those third parties with personal information required to fulfil those services. These contracted services may include sending you letters for address verification, or conducting research for GALADO to ensure the Services we provide you are relevant and personalised to your interests. GALADO may also use third party customer relationship management services to manage customer agreements, enquiries, and generate reports for internal use. We will require any third party to undertake strict precautions to protect any personal information against unauthorised use or disclosure.
If you wish to take Dispute Tribunal proceedings against another member, you can contact GALADO or the Disputes Tribunal for a statutory declaration, requesting contact details for the sole purpose of making a claim.
It may be the policy of GALADO to send our members email throughout the term of membership and other email they elect to receive, in addition to customary business communications (payment confirmations, etc.). Further, it is our policy to immediately remove any member from any mailing list upon the member’s request. In addition, GALADO may send newsletters and other communications to members. Newsletters will contain clear and obvious instructions for how the member can remove himself or herself from that mailing list.
We do use email as a means of receiving feedback from our members, and we encourage you to email us with your questions or comments.
- Emailing tools
- Membership registration
Our site’s registration form requires you to provide us contact information and may also require demographic information. We may use your contact information from the registration form to send you information about our company and promotional material from some of our affiliated partners. Your contact information is also used to contact you when necessary.
- Updating your personal information
GALADO provides you with ways in which you can update your personal information, including changing your email address, password, phone number, etc. GALADO will store previous email addresses against your profile to ensure compliance with our Terms and Conditions – specifically the use of one account per member.
- Delivery address details
GALADO may enable you to save one or more of your delivery addresses which we will store against your profile. When you buy an item you may have the option of selecting a delivery address which we will then send to the seller. We will never give the seller your address without your permission.
- Control of your password
It is important for you to protect against unauthorised access to your password and to your computer. Ensure you logout when you have finished visiting GALADO, especially if you access GALADO from a shared computer.
- Cookies and local storage
GALADO uses various technologies, including cookies and local storage, to collect and store information about you when you visit GALADO.
GALADO uses “session” cookies to temporarily store information to help you use GALADO. This information is used to deliver the right content to you as you use GALADO and avoids unnecessarily asking you to log in. Session cookies expire immediately when you close your browser or are deleted after 30 minutes of no activity on GALADO.
GALADO also uses “persistent” cookies and local storage to personalise the user experience, to help protect our members and to provide us with research information (such as how often members visit GALADO each month). Persistent cookies allow us to track users on GALADO and helps us identify users abusing the GALADO service. A persistent auto-login cookie is also stored when you select the “remember me” option when logging in. The auto-login cookie is removed if you log out.
GALADO may also participate in Google’s AdWords pay-per-click advertising programme. AdWords advertisements appear on Google’s search result pages and on the Google Display Network.
- Advertising and third party links
Some GALADO advertisers may request information directly from users, or link to sites that do so. GALADO has no control over its advertisers’ privacy policies, and encourages users to review such policies prior to submitting any personal information to them.
GALADO may contain non-advertising links to a variety of third party sites to enhance the member experience. GALADO has no control of either the content or privacy policies of such sites, nor should such links be considered an endorsement of these sites except where otherwise noted.
GALADO may also uses Google’s DoubleClick services to deliver display advertisements intended to be relevant to your interests, based on the information you have provided to us through the use of any of our Services.
GALADO may use Google remarketing to serve relevant ads to you after you leave our website. When you visit pages on our website, Google may place a cookie on your browser. Then when you later visit another website in the Google Display Network, you may see relevant ads from GALADO. You can opt out of Google’s use of these cookies by visiting Google’s
GALADO also makes advertising space available to other advertisers. If those advertisers use remarketing, you may see ads related to other websites you have previously visited.
Photos often contain EXIF data. EXIF data may include location information, such as when and where each photo was taken, and details of the device used to take it. If you upload photos that include EXIF data to GALADO, we will store this information and use it to better understand the use of photos on our site and to help us provide a safe marketplace. Your device may allow you to opt out of providing location information.
- Other information we collect
We use additional information to do internal research on our users’ demographics, interests, and behaviour to better understand and serve you and our community. This information may include the URL that you just came from (whether this URL is on our site or not), which URL you next go to (whether this URL is on our site or not), what browser you are using, and your IP address.
Users who login have their IP addresses recorded. This information will only be provided to legal authorities in cases of suspected fraud or for law enforcement purposes. This information is stored securely and will not be provided to other members or non-authorised parties.
If you choose to post messages in our message areas or leave feedback for other users, we will collect that information you provide to us.
If you send us personal correspondence, such as emails or letters, or if other users or third parties send us correspondence about your activities or postings on the Site, we may collect such information into a file specific to you.
Customer service phone conversations may be recorded for internal training and quality assurance purposes. This helps us ensure the information we provide members is consistent and accurate. Phone records will be stored securely and will generally be retained for up to six months.
- Membership removal
If you wish to have your registration removed from our directory for any reason, you may send us an email requesting this.
- Internet statistics and analytics
GALADO sometimes uses Google Analytics to better understand the behaviour of visitors to our website, and to improve our website. For example, it helps us to identify how many users visit a particular page, and how many take a further step, such as bidding. We have opted out of Google Analytics’ data sharing settings. For more information, view Google Analytics information on safeguarding your data.
If you have any questions about our privacy policies or any other matter, please contact us.
Last updated: May 29 2016