Frequently Asked Questions

Orders

iSooka is all about online shopping, and like all online shopping sites, all orders are only accepted on the site. Visit www.isooka.com and shopping is easy, and convenient. Just select your favorite item, fill up your shopping cart, hit the checkout button, enter your credit card details and your purchase will be delivered to you.
You can view your order details and all your past orders from the self- service section of the website.
Log in with your Astro ID, and you should see your name on the top right hand corner of the screen. Click the arrow button to expand and select My Orders to see all your past orders. You won't see any orders made through express check-out, so please do remember to log in before you make any orders so you can track your purchase.

User - FAQ
The iSooka Support Squad is here to assist from 9 am to 12 midnight every day. Here's how you can reach us:-
I.Initiate a chat or submit an enquiry by clicking these buttons at the bottom of the screen.

Enquiry - FAQ

II. Send us an email at customersupport@isooka.com.
To check the status of your case, log in with your Astro ID. Your name will appear on the top right-hand corner of the page. Click the arrow button next to your name to access the drop-down menu, and select 'My Cases'. You will then be able to see your case details and converse with our Support Squad.

You can check on the status of enquiry at the Self Service section. Log in at the top right corner, click the arrow to expand and hit "My Cases"

MyCases Nav - FAQ

You can see details and status of your case as well as your chat thread with our Support Squad from this screen.

My Cases - FAQ
It appears that the items in your shopping cart were all sold out by the time you checkout. For your information, the order for items in your shopping cart will only be confirmed after you complete the checkout process. In any event, you will be notified on the item's unavailability before you proceed to payment. You are advised to check our site in a few days to see if the item has been restocked. Thank you for your interest.
Below are the 3 steps to complete the checkout process:

Checkout Step - FAQ

You can change or cancel your order any time before the completion of step 2. However, you can't cancel or amend your order once payment is made.Here are a few tips to maximise your shopping experience:-
I. Add the items that interest you in the wish list if you need more time to decide before proceeding to payment. We'll gently remind you to revisit your wish list in the future.
II. Check and recheck your delivery address before proceeding to payment. We don't want your neighbours to benefit from your shopping (unless it is a gift, of course).
III. To secure hot selling and limited items ASAP, we suggest that you use the express checkout for single item purchase.
We're always on the lookout for awesome stuff. Drop an email to the iSooka Support Squad or submit an enquiry and we will put it in our 'to-find' list.

Payment

We accept local Visa and MasterCard credit and debit cards as well as payments through Maybank2U.
Measat Broadcasting Sdn Bhd
Definitely! Enter your voucher or promo code during checkout. Discounts are applied before tax and in whole quantities (i.e. no change will be returned if you use a RM 50 voucher for a purchase totalling RM 39.95).

Checkout-Discount FAQ
Only one voucher or promo code may be used per order.
Not at the moment, but stay tuned!

Delivery

3 days for deliveries within West Malaysia, and 5 days for deliveries to East Malaysia
Not at the moment, but stay tuned!
Log in with your Astro ID. Your name will appear on the top right-hand corner of the page. Click the arrow button next to your name to access the drop-down menu, and select 'My Orders' to view your orders. Each order has a delivery tracking number which can be checked at our delivery partner's website.

MYOrder - FAQ
First, check the tracking number at the delivery partner's website. If the delivery deadline has passed, do chat with the iSooka Support Squad, or send an email to customersupport@isooka.com with your order number. We'll arrange for either a refund or a redelivery of your order.
RM 15.00 for West Malaysia, and RM 18.00 for East Malaysia (not inclusive of GST).
We have three delivery partners who will deliver your purchased items to the address you specified during checkout.

My Account

An Astro ID enables you to track your orders, save items on your wish list and submit enquiries to the iSooka Support Squad. To register for an Astro ID, click 'Register' at the top right-hand corner of the website. For more information on the Astro ID, click here.
Click 'Login' on the top right-hand corner of the website, then click 'Forgot my password'. You will receive instructions on how to reset your password.
Log in with your Astro ID. Your name will appear on the top right-hand corner of the page. Click the arrow button next to your name to access the drop-down menu, and select 'My Profile'. You will then be able to edit and save as many different addresses as you like.

Returns & Refund

In order to make a return or request a refund, please contact the iSooka Support Squad. The Squad will provide you with a return advice form. Be sure to return the items (including gifts) to our warehouse within 10 days of the date you received them. Our Quality Control team will then inspect the returned items to ascertain if there was a manufacturing defect or if the product delivered differs from the product ordered. Upon approval, we will provide a refund of your items and shipping cost via your original payment method.

We are unable to accept returns on items such as undergarments, swimwear and collectable items with broken seals. Please refer to our terms and conditions for more details.
We apologise if your item did not arrive in perfect condition. As we do not hold our hot-selling products for long, we will issue you a refund, subject to the approval of our QA team.

Chat with the iSooka Support Squad, or drop an email at customersupport@isooka.com with your order number, the product code of the item you were supposed to receive and further details of the problem.
We will send you an email as soon as your parcel arrives back at our warehouse, after which your refund request will be then assessed and processed within 14 days. Should you be eligible for a refund, you will be notified via email and we will credit the amount via the credit card used for your payment or your designated bank account (if payment was made via e-transfer). It can take up to 7 days for the refund to appear on your account, depending on the issuing financial institution.
We will send you an email as soon as your parcel arrives back at our warehouse. We may need up to 14 days to have your return request assessed and processed, after which you will be notified via email.
You may chat with the iSooka Support Squad, or send them an email at customersupport@isooka.com for a review of your claim.

Size Guide

Each manufacturer has their own standards of sizing. We recommend checking the product details for the relevant sizing guide and measurements.
We have a 'No Exchange' policy. As such, we recommend checking the sizing guide for each item before ordering.

Contact Us

The iSooka Support Squad is ready to help you in the following ways: -

1. Chat with us from 9am to 6pm daily by clicking on the Enquiry - FAQ button at the bottom of the webpage, or

2. Send us an email at customersupport@isooka.com. Our representative will attend to you within 24 Hours.

Troubleshooting

Just recently Google Chrome has disabled support for outdated security protocols which are still used by some banks. Please try another browser such as Internet Explorer or Firefox or a card from another bank.

SSL - FAQ
In order to continue enjoying iSooka you should install a supported browser. To install or update a supported browser please visit any of the browsers' websites:

Apple Safari http://support.apple.com/downloads/#safari
Google Chrome https://www.google.com/chrome/
Microsoft Internet Explorer https://www.microsoft.com/ie/
Mozilla Firefox https://www.getfirefox.com/
Opera https://www.opera.com/

For the best experience on iSooka, kindly use one of the following browsers on your device:
Mozilla Firefox version 38 onward
Apple Safari version 9 onward
Microsoft Internet Explorer 11 onward
Apple IOS 8.0 onward
Google Chrome version 4.44+ onward

Astro Super Pack / Super Pack Plus Winner Voucher Redemption

You received the promo code as part of our offer which entitles customers who subscribed to Super Pack and Super Pack Plus for the period of May – July 2016.

RM20.jpg

If you were the first 3,000/per month to subscribe to Super Pack for the months of May, June, July respectively you will receive an RM20 iSooka Voucher.

RM50.jpg

If you were the first 1,000/per month to subscribe to Super Pack Plus for the months of May, June, July respectively you will receive an RM50 iSooka Voucher.
Enter your voucher or promo code during checkout. Do note that RM20 Codes are only applicable on minimum order amount of RM20 or more. Similarly, RM50 Codes are only applicable on minimum order amount of RM50 or more.

total.jpg
Only one voucher or promo code may be used per order.
Your iSooka voucher code is valid till 20 November 2016 and will be rendered invalid once expired.
The iSooka Support Squad is ready to help you in the following ways: -
Chat with us from 9am to 6pm daily by clicking on the Enquiry - FAQ button at the bottom of the webpage, or
Send us an email at customersupport@isooka.com. Our representative will attend to you within 24 Hours.