Region:
FAQ

GENERAL

Who do I contact if I am interested to join Universal Traveller?

Please check our Career Site for employment opportunities.

Where is my nearest store?

See all our store locations and find the one nearest to you!

How do I contact Universal Traveller?

This page provides the answers to our frequently asked questions. If you can’t find what you’re looking for, you can get in touch with our customer service team by visiting our Contact Us page.

I have suggestion!

We would love to hear from you! Get in touch with our customer service team by visiting our Contact Us page.

Can I post review and how to do it?

Yes, you can post a review for any item. Make sure you are logged-in to your account and click on Write a Review next to the desired product. Your review will not appear right away as it will take a little while to be processed.

Are the same products offered online also available in the store?

Our online store offers a much more extensive range of products that are not available in stores, such as Urbanlite, Online Exclusive Jackets.

Are the prices the same online and in stores?

Special promotions and sale events may vary from stores.

SHOP ONLINE

Select an item from anywhere on the site, choose a color, size, and quantity, and then add to your shopping cart. When you have finished shopping, follow the checkout procedure.

The total cost of the order is the price of the products ordered plus gift box (if selected), tax, and shipping.

At checkout, you can review and change your order details on the Order Summary page.

When you’re ready to complete your order, click the “Check Out” button, and you will be taken to the Payment page(remember not to close the window, it takes awhile). Make sure you review this page carefully, as you won’t be able to change the order once payment has been processed. You’ll also be sent a confirmation email shortly after placing your order.

How do I pay online?

Universal Traveller gladly accepts Online Banking and major credit/debit cards, such as Visa, MasterCard, American Express, DISCOVER and JCB. International credit cards with valid U.S. billing addresses will be accepted as a form of payment. We do not accept Bill Me Later, C.O.D. or Cheques at this time.

What security checks are in place to make sure my purchase valid?

All credit/debit cardholders are subject to authorization by the credit card company. If the company refuses to or does not for any reason authorize payment then we will not be able to accept your order. We also have internal order review factors to protect credit card holders.

Can I use multiple card to pay for my order?

Not at this moment.

When will I be charge?

Upon placing the order, we will obtain a credit card authorization for the entire order value. Once the items ship, we will request payment from the credit card. You will only be charged for the items that shipped. If an order cancels, the authorization will drop off in 5-7 business days from the date the order was placed but may take up to 30 days depending on your issuing bank. Please contact your bank directly if this authorization hold does not drop off.

How can I figure out my size?

Simply click “size chart” on the product detail page of the item you are wishing to purchase.

How long can I keep item in my cart?

Products remain in your cart for as long as you have an active session, but inventory is not guaranteed until submit your order.

Can I order from WWW.UNIVERSALTRAVELLER.COM and pick it up at Universal Traveller store?

Not at the moment but you can pick up at our Headquarter office.

Can I order over the phone?

Our Customer Center is always ready to assist. Please call 1800-38-8674 and he customer service will be happy to take your order. Please be ready with the items you would like to purchase, billing and shipping address, and payment information.

AN ERROR MESSAGE SAYS MY CARD DETAILS ARE INCORRECT.

Please make sure that you entered your details exactly as they appear on the card. The card number should be entered without any spaces. The CVV number is the last three digits on the signature strip on the back of your card (4 digits on the front of AMEX). Also, be sure the billing address you enter matches exactly what your issuing bank has for you.

I am having problems submitting order.

Try clearing the cookies and caches on your browser. Then, log back into your account. To do this, you will need to go to the “Tools” tab in your Internet browser, select “Internet Options”, then choose “delete cookies” and hit OK. If further problems persist please note the type of error you are getting and contact our customer service at 1800-38-8674. Our customer service will be happy to take your order and help resolve the issue.

Do you accept international orders?

Kindly click contact us to speak to our customer service.

What happens if an Item in my order is not available?

If an item you have ordered is unavailable, you will receive an email notification. You will get a replacement or will not be charged for the item if it is cancelled.

Account Registration & Password Retrieval

How Do I Register at Universaltraveller.com?

Click on the “account” on the top right corner and click “create an account” you will be directed to online registration form. Fill in your personal information and make sure it is correct.

Once you have created an account, you will receive the confirmation link at the email account that you use to register.

I Have Registered But I Have Not Received Any Email Verification From Universaltraveller.com.

Kindly check your Junk / Spam Email folder in case our confirmation email delivered to that folder instead of your inbox. If you still can't find the email, kindly contact our customer service.

I Am Unable to Sign In, What Can I Do?

Make sure you key in your email address and password correctly. In any case if you forgot your password, click on Forgot Your Password? link, and you will be directed to the password retrieval page, key in your email and we will send you an email to RESET PASSWORD.

Enter your new password and click RESET A PASSWORD, you will be directed to LOGIN page. Once you have log in, you can continue to enjoy your shopping experience with us.

How Do I Change My Contact Details or Update My Address and Other Details?

You can always log in to your account, click on MY ACCOUNT on the top right corner of the website, you will then be directed to MY DASHBOARD.

Edit or change any details that you wish to.

PAYMENT METHOD

Only payment with following credit cards are available on the Website for the P&C Service:

  • Visa
  • MasterCard
  • American Express

PAYMENT CURRENCIES

Online purchases are charged in RM ONLY.

PAYMENT CONDITIONS

The credit card used for payment will not be charged until the Purchase Order is confirmed by us. However, it may show a pre-authorization of the funds immediately upon submission of the Purchase Order.

If your credit card is not denominated in MYR currency, the final price will be charged in the currency of your card. This will be calculated and charged by your card issuer. We have no control over these charges and cannot predict the amount. Please contact your issuing bank for further information before submitting a Purchase Order.

Why did the payment on the Website with my credit card fail?

If payment with your credit card fails, please try again or contact your issuing bank. Before doing so, please ensure that:

  1. the card details and payment information entered are correct,
  2. your credit card has not expired.

SHIPPING & RETURNS

What is your return policy?

Kind refer to RETURN & EXCHANGE.

ORDER STATUS

How can I check my order status online?

Please go to Login in the top right corner; then, go to Orders from the top right dropdown after you are logged in. You will be able to see all orders placed online using your account.

Note: you will not be able to see orders placed using guest checkout. For orders placed using guest checkout, please contact our customer service.

Can I make changes to my order?

No. Unfortunately, we start to process your order as soon as we receive it, and therefore cannot cancel or change your order. If you change your mind after placing your order, you may return any items that comply with our Return Policy and are in saleable condition for a refund to the original form of payment within 30 days.

What happens if I notice that my personal details are incorrect after I have placed my order?

If you notice your personal details are incorrect once you have placed your order, please contact our customer service team by visiting our Contact Us page.