Shopping Help

Tips and advice

How can I get more information about a product?

Find all the information about your cooking appliances or equipment in our Frequently Asked Questions section. Select your product to find all related questions and answers, documents, accessories, parts and packages.

For accessories and spare parts, you will find the list of related equipment under the description.

If you cannot find the information you are looking for, you can always contact us via WhatsApp HERE between Monday to Saturday, 8:30AM to 4:30PM (except public holidays) or email us at gsmconsumer@groupeseb.com between Monday to Friday, 9AM – 5PM (except public holidays). Our customer service team is at your disposal and will be happy to help you make the right choice!

How do I check if a part or accessory is compatible with my product?

You will find a list of compatible products on each part or accessory sheet. You can also find a list of accessories for each product by searching via the search engine or by selecting your product’s appliance reference in the accessories store directory. Compatible accessories are listed below the product in the store directory.

Can I change my order, cancel an item or cancel my order?

You can make changes to your basket at any time until the order has been confirmed by payment.

After payment and order confirmation, your order is already being processed so changes cannot be made, unfortunately.

After your order has been dispatched, you are allowed to raise a return request for your purchase without giving a reason, within 14 days from date of purchase. If that date falls on a Saturday, Sunday or bank holiday, it will be extended until the next working day.

The return request must be raised via WhatsApp HERE between Monday to Saturday, 8:30AM to 4:30PM (except public holidays) or email us at gsmconsumer@groupeseb.com between Monday to Friday, 9AM – 5PM (except public holidays).

How long is my order history kept?

Your online purchase is recorded on our computer system as proof of the transaction. All order forms and invoices are stored in a reliable and secure manner in order to have an accurate record of all transactions, in compliance with Article 1348 of the French Civil Code. You can find all your past orders online.

If you are having any difficulties, please contact us via WhatsApp HERE between Monday to Saturday, 8:30AM to 4:30PM (except public holidays) or email us at gsmconsumer@groupeseb.com between Monday to Friday, 9AM – 5PM (except public holidays).

Ordering process

How do I order a part or accessory?

To find the right part or accessory for your product, you can:

- visit our online accessories store where you can browse by product category.
- contact our Repair Center to enquire:

CamCare
Hotline: 03-9054 5100/200/300
WhatsApp: 011-1275 0291
Email: tefalccd@camcare.com.my

How do I change my delivery address?

If you wish to change your delivery address for all your future orders, you can do so in your My Account / My Addresses area.

If you wish to change your delivery address for an order, this can be done during the ordering process. Once you have added an appliance, parts or accessories to your shopping basket, click on it to confirm the order and check out. In the second step in the "your addresses" section, you will have the possibility to enter a different delivery address.

Finally, if you have already placed an order and it is being prepared, it will unfortunately be impossible for us to change the delivery address.

My order has been cancelled, what should I do?

In the event that your order is cancelled, the customer service team will contact you directly with the reason for cancellation. We will refund your order, depending on the reason for cancellation.

How can I track the progress of my order?

You can track your order in the My account / My orders area. Under the number of the order concerned, you can also find your tracking number in your invoice which will be provided to you via email.

I am unable to order more than 5 of the same item.

You can order a maximum of 5 of the same item per order, although note that some products may have different ordering limits. If you are a professional interested in distributing our products, please contact us via WhatsApp HERE between Monday to Saturday, 8:30AM to 4:30PM (except public holidays) or email us at gsmconsumer@groupeseb.combetween Monday to Friday, 9AM – 5PM (except public holidays) to find out the next steps.

Do I have to create an account to place an order?

To better upkeep your orders and shopping experience with us, we encourage you to create an account before shopping on tefal.com.my.

With a customer account, you can benefit from the following features:
- View the progress of your orders and returns
- Register your products
- Access your billing information
- Save your personal details to make it easier to order in future
- Subscribe to our newsletter
- Option to choose and register a repairer
- Birthday perks & more exclusive deals!

I don't have an email address. How do I place an order?

It is mandatory to have an email address to place an order at tefal.com.my.

By providing the email address upon checkout:
- It allows us to send you important information about your order (confirmation emails, invoices, etc.)
- You can create a customer account to track your orders and enjoy other benefits

Why is my order status displayed as "Pending" when I have already paid for it?

Your payment may be unsuccessful when the order is stated as “Pending” and it will be automatically cancelled after 15 minutes. We advise you to make a new order once the pending order has been cancelled.

Payment

How do I pay for my order on the site?

Payment for your purchases is made online during the ordering process.

For your convenience, we offer the following payment methods:

Payment by bank cards
- Payment can be made with the following credit cards: Mastercard and Visa

Payment by FPX/E-Wallet
- Payment can be made via FPX/E-Wallet for purchases on tefal.com.my.

Payment by voucher
- A voucher can be used to pay for all or a part of your order. This is not sub-dividable and may be added to use with another form of payment.
The unused portion of the voucher is lost and will not be refunded if the total cost of the order is less than the amount of the voucher.
- A voucher allows you to pay for your purchases or, if necessary, use it with another form of payment.
It should be noted that if one or more Items are returned on orders purchased in full or in part using a voucher, the refund will be provided first on the voucher.

All means are implemented to ensure the confidentiality and security of your data transmitted on the web, we do not keep any information or trace.

How secure are card payments?

Our website uses one of the most advanced security modules to protect all data related to personal information and payment methods: SSL (Secure Socket layer). It’s the most widely used standard for secure electronic transactions.

For all websites where the URL starts with https:// (the "s" stands for secure), your confidential data is encrypted between your computer and our server or Société Générale's server and no third party can access it.

You can pay by card (Visa, Mastercard). Your bank details are secured by our partner Société Générale.

The SIS group has no involvement in the payment process and does not store any personal information. It therefore cannot be held responsible for any issues that arise in the payment process.

How to use a promotional code?

To redeem your promo code, enter it in the "Have a coupon?” box during the first step of the checkout process.

Where can I view and download my invoice?

The invoice will be sent to you via e-mail.

If you can’t find your email with invoice, please contact us via WhatsApp HERE between Monday to Saturday, 8:30AM to 4:30PM (except public holidays) or email us at gsmconsumer@groupeseb.com between Monday to Friday, 9AM – 5PM (except public holidays) to request.

Can I pay in installments?

Unfortunately we do not offer the option to pay in installments.

Will I be charged more than once if I have to refresh the payment page because of an error?

Only one payment is taken per confirmed shopping basket. However, check your inbox and make sure that you have not received the same order confirmation email several times. Please also check that you have not been charged more than once. In that case, please send proof of payment to our customer service team via WhatsApp HERE between Monday to Saturday, 8:30AM to 4:30PM (except public holidays) or email us at gsmconsumer@groupeseb.com between Monday to Friday, 9AM – 5PM (except public holidays).

Delivery and tracking of parcels

How does delivery work?

All orders will be delivered using DHL.

Delivery can be made to your home address, any other address provided on the order, or to the delivery point you have selected within Malaysia. We do not deliver to any addresses out of Malaysia.

Orders will usually be processed within 48 hours from Monday to Friday, excluding public holidays upon successful payment. A tracking number will be provided to you via email, and you can track your order at:
1. https://www.tracking.my/
2. If you haven’t received any delivery updates, your order is still processing.

Kindly expect the following business days to be delivered once the order has been processed and shipped:
West Malaysia: Estimated 2-3 business days
East Malaysia: Estimated 7-12 business days

The delivery date is provided based on the best estimation, and a notification will be sent if the delivery of the date changes. However, we may not be liable for any delay, traffic flow, weather conditions, or unforeseen incidences that may affect the delivery date.

Always check the condition of the package and its contents. In the event of an incident, refuse the delivery and write "refused for poor condition" on the receipt as well as the delivery date and your signature.

We are not responsible for any lost or stolen packages.

You may contact us via WhatsApp HERE between Monday to Saturday, 8:30AM to 4:30PM (except public holidays) or email us at gsmconsumer@groupeseb.com between Monday to Friday, 9AM – 5PM (except public holidays) if you have any questions about delivery.

Can I change the delivery address after my order has been processed?

To change the delivery address of your order, please contact us via WhatsApp HERE between Monday to Saturday, 8:30AM to 4:30PM (except public holidays) or email us at gsmconsumer@groupeseb.com between Monday to Friday, 9AM – 5PM (except public holidays) to raise a change request.

You can no longer change the delivery address once your order is processed and shipped.

My delivery is incomplete?

If an item is missing from the order, please contact us via WhatsApp HERE between Monday to Saturday, 8:30AM to 4:30PM (except public holidays) or email us at gsmconsumer@groupeseb.combetween Monday to Friday, 9AM – 5PM (except public holidays) within a maximum of three (3) days of the delivery date to help you with your request.

What should I do if my package arrives in poor condition?

If your package arrives in poor condition, we suggest you refuse the delivery and write 'refused for poor condition' on the receipt with the delivery date and your signature.

Please also contact us via WhatsApp HERE between Monday to Saturday, 8:30AM to 4:30PM (except public holidays) or email us at gsmconsumer@groupeseb.com between Monday to Friday, 9AM – 5PM (except public holidays) within a maximum of three (3) days of the delivery date.

As soon as you sign for the package, any claim for damage to the packaging and any resulting damage to the product will not be accepted.

When will my order be shipped?

Once the order has been processed and shipped, kindly expect the following business days to be delivered:
West Malaysia: Estimated 2-3 business days
East Malaysia: Estimated 7-12 business days

How can I track the delivery of my order?

A tracking number will be provided via email once your order is shipped, and you can track your order at:
1. https://www.tracking.my/
2. If you haven’t received any delivery updates, your order is still processing.

All order details can be found in the My Account / My Orders & Returns area under the relevant order number.

What shipping methods are available?

Standard delivery to your home via DHL.

Home deliveries are made to any location within Malaysia, including the floor, subject to the ability of the delivery personnel to have the necessary passage for the delivery of the Items ordered.

How much does delivery cost?

Delivery fees will be calculated according to the shipping address/postal code on the checkout page.

Can I have my order delivered abroad?

Orders placed on tefal.com.my cannot be delivered out of Malaysia.

What happens if I am not at home to receive my package?

If you are not at home, the carrier will leave a delivery note stating where and when you can collect it.

What should I do if my package is lost?

First of all, check your inbox (spam, junk mail or other folders) as well as the tracking link in the My Account / My Orders and Returns area under the relevant order number where you will find all related documents.

If the tracking information shows a delay in relation to the estimated delivery time, or if you do not have access to the information, you can contact us via WhatsApp HERE between Monday to Saturday, 8:30AM to 4:30PM (except public holidays) or email us at gsmconsumer@groupeseb.com between Monday to Friday, 9AM – 5PM (except public holidays) for information about the progress of your order.

Return

How do I return an item?

All orders are eligible for a free return within 14 business days from the date of purchase.

To raise a return request, please contact us via WhatsApp HERE between Monday to Saturday, 8:30AM to 4:30PM (except public holidays) or email us at gsmconsumer@groupeseb.com between Monday to Friday, 9AM – 5PM (except public holidays).

Once your return request is approved, you will receive a return shipping label and instructions on how to return the products.

Any products returned to the warehouse without approval will not be accepted.

Return Address:
Store n Go Sdn Bhd
Lot 2827, Jalan Sri Gambut, Seksyen 32, 40460 Shah Alam, Selangor
03-5166 8868

The products must be returned unused with the original packaging and the delivery note or receipt as proof of purchase.

Please inspect your order upon arrival and contact us immediately (within 14 business days) if the product is defective, damaged or if the wrong product has been sent.

Any products labeled as non-Returnable are not eligible for free return. The Non-Returnable products include:
- Perishable goods (such as food, flowers, or plants)
- Custom products (such as special orders or personalized items)
- Personal care goods (such as beauty products)
- Hazardous materials
- Flammable liquids or gases

Conditions for Return of Products:
- Original packaging is undamaged (except for returns due to damage – packaging is already damaged when received)
- Item is undamaged – physically & functionally (except returns due to damage or malfunction)
- Item is unused and unaltered
- All accessories, freebies and bundled items are included
- All user manuals and warranty cards are included
- Original tags and labels are attached

If you return an item that does not meet any of the above requirements, your return and request for a refund may be rejected.

I still haven't received my refund.

Firstly, we suggest that you check your accounts as you should receive the refund on the original payment method within 7 – 14 business days once your refund request is approved.

If you have not yet received a refund, we apologise for the inconvenience and kindly contact us via WhatsApp HERE between Monday to Saturday, 8:30AM to 4:30PM (except public holidays) or email us at gsmconsumer@groupeseb.com between Monday to Friday, 9AM – 5PM (except public holidays).

The product received does not correspond to the one that I have ordered

Please contact us via WhatsApp HERE between Monday to Saturday, 8:30AM to 4:30PM (except public holidays) or email us at gsmconsumer@groupeseb.com between Monday to Friday, 9AM – 5PM (except public holidays) within a maximum of three (3) days of the delivery date to assist you.

After-sales service - Guarantees

The product I received is broken

What is the guarantee for my item?

All Tefal products are guaranteed against any material or manufacturing defect for 2 years from the date of purchase.

Tefal Malaysia will repair your product during and after the warranty period. To view the warranty terms and conditions for your product, select one of the product ranges listed in our warranty page.

Where can I go to get my appliance repaired, buy accessories or spare parts?

If you need parts and accessories for your products, you can:

- visit our online accessories store where you can browse by product category.
- contact our After Sales Service provider to enquire:

CamCare
Hotline: 03-9054 5100/200/300
WhatsApp: 011-1275 0291
Email: tefalccd@camcare.com.my

I have questions about my product.

The online product sheet is full of useful information (components warranty, usage, parts & accessories, etc.)

We also provide a dedicated product section where you can find all related advice and information by clicking here. Simply select the corresponding category, then your item to view the FAQs for that product.

Altimately, you can contact us via WhatsApp HERE between Monday to Saturday, 8:30AM to 4:30PM (except public holidays) or email us at gsmconsumer@groupeseb.com between Monday to Friday, 9AM – 5PM (except public holidays).

What types of repairs are covered by the 2-year warranty?

The manufacturer's warranty covers all types of functional repairs to your appliance for a period of twenty-four (24) months from date of purchase.

My Account - My Access

What should I do if I have forgotten my password?

If you have forgotten your password, please do the following to reset it:
- Go to the My Account area (icon at the top right of your screen)
- Click the "sign in" button
- On the left-hand side "I already have an account, log in", click "Forgot your password?”
- Simply follow the instructions.

How can I change my personal information?

You can change your data in the My Account / My Personal Information area. Any changes made will appear on future orders but will not be backdated for past orders.

How do I manage my newsletters?

You can manage your subscriptions to our brand’s newsletters in the My Account / My Newsletter area. In this section, you can choose whether or not you would like receive information and personalised offers and manage your subscriptions to Groupe Seb’s different newsletters.

What personal data do you collect?

We collect several types of data, including the following:
- Identification data (e.g. surname, first name, postal address, email address, phone number)
- Login details, cookies, technical data
- Household details (e.g. number of people per household, number of children, marital status)
- Anonymised data

For what purposes is my personal data collected?

Your data is collected for the following reasons:

- To create your user account and your login if you already have an account on another brand’s Website / Application or another Groupe SEB brand
- To use information about your habits, usage and behaviours in order to send you information and personalised offers in accordance with your data preferences.
- To provide you with information or services tailored to your location.
- To respond to your searches and information requests about the products and services we offer.
- To manage your orders placed on our Websites/Applications, to ship and track products ordered, to provide invoices and to resolve any complaints.
- To manage your mailing list subscription (newsletter).

How long will my data be kept for?

Your data will be kept for the duration of the business relationship and for the period necessary to fulfil the purposes described in the General Terms and Conditions. After this period, your data will only be retained to comply with legal or regulatory obligations, or to enable us to establish proof of a right or a contract.

How is my personal data protected?

The security and confidentiality of the data we collect and store about you is very important to us.

We take all reasonable steps to protect your information from misuse, interference, loss, as well as unauthorised access, modification or disclosure.

When paying online, none of your bank or card details are stored in our database. Your bank and card information is processed by our service provider, and all transmissions or transfers of financial data must be made with SSL protection.

I received an error message while creating my customer account. Did everything go okay?

If you receive an error message while creating your customer account, we advise you to check your email to see if you have received confirmation of creation of your account.

If you have not received anything, try logging in with the email address and password you intended to use. Despite the error message, it is likely that the account was created successfully.

If it still does not work, we advise that you try and create an account again from the beginning. If your email address is already registered in our database, please click on "Forgot your password?” You can then proceed to recover your customer account.

If you are still unable to create an account, please contact us via WhatsApp HERE between Monday to Saturday, 8:30AM to 4:30PM (except public holidays) or email us at gsmconsumer@groupeseb.com between Monday to Friday, 9AM – 5PM (except public holidays) for assistance.

Why subscribe to our newsletter?

With our newsletter you can stay up-to-date with information, special offers and competitions. It is generally sent out once or twice a month, and this frequency will only be changed if there is news or information relevant to you. To subscribe, please go to the My Account / My Newsletter area.

How do I unsubscribe from the newsletter?

If you wish to unsubscribe from our newsletter and no longer be informed about new products and promotions, please go to the My Account / My Newsletter area. You can unsubscribe at any time by unticking the brand in the list, or by following the unsubscribe link in the newsletter.

Why do I need a customer account?

You must create an account to be able to place an order.

With a customer account you can benefit from many features such as the option to track your orders, register your products and packages, subscribe to our newsletter and register a repairer.

I did not receive a confirmation email after I changed my login details.

First of all, check all folders in your inbox (spam, junk mail or other folders)

If you have not received anything, try logging in with your new credentials. Despite not receiving confirmation, it is likely that the changes were still made.

If it still does not work, we advise you to restart the process by clicking on "Forgot your password? "You can then proceed to the recovery of your customer account.

If you are still unable to log in, please contact us via WhatsApp HERE between Monday to Saturday, 8:30AM to 4:30PM (except public holidays) or email us at gsmconsumer@groupeseb.com between Monday to Friday, 9AM – 5PM (except public holidays) for assistance.

I have tried to log in several times and my account is now blocked.

You have tried to log in unsuccessfully too many times, so your account is blocked for 15 minutes. After this time, you will be able to log in again normally. If you have forgotten your password, you can change it by clicking on "Forgot your password?" and following the instructions.

NB: These security measures (15 minute automatic lockout after several unsuccessful attempts) are intended to discourage hackers attempting to hack user accounts using "brute force" (very high frequency testing of a list of passwords).

How do I create a secure password?

Your password must contain at least 8 characters and must include at least 3 of the following 4 categories: numbers, uppercase letters, lowercase letters and special characters.

We recommend that you avoid using names, first names, emails or low-security character / number strings (1234Abcd, Abcdef123, Password1...) to make your password difficult to guess.

How do I change my password?

If you wish to change your password, please do the following:
- Log in to the My Account area (icon at the top right of your screen)
- Go to the "My login details" tab
- Under "My login details", click the pencil to the right of your password
- Enter your current password, then your new password, which must be at least 8 characters long and include at least 3 of the following: numbers, uppercase, lowercase and special characters.
- Confirm the change by clicking on the confirm button

Promotions

I have not received my promotional code.

If you have still not received your promotional code by email, check all folders in your inbox (spam, junk mail or other folders).

If you have not received anything, there could be a problem with your inbox or a technical difficulty on our part. Please contact us via WhatsApp HERE between Monday to Saturday, 8:30AM to 4:30PM (except public holidays) or email us at gsmconsumer@groupeseb.com between Monday to Friday, 9AM – 5PM (except public holidays) for assistance.

What should I do if the promotional code expires and I want to extend the validity period?

For stock management and budgeting reasons , our promotional codes are only valid for a specific period and cannot be applied to orders placed before or after the promotion. When you receive the promotional code, please make sure to check the validity period.

Ordering as a guest

How can I place an order as a guest, without creating an account?

Follow the steps below:

1. Go to the product you wish to purchase and choose the desired quantity
2. Click "Add to cart" button on the product page
3. Continue shopping or proceed to cart and you will be redirected to the cart
4. In your shopping cart, continue to proceed with checkout without signing in
5. Fill up your shipping information and choose your preferred shipping method
6. Select the payment method, agree to the terms and conditions and click on "Place order"
7. You will be redirected to the payment gateway page.
8. A confirmation email will be sent to the email address provided after payment is successful

If I am already a customer, can I place an order as a guest?

If you are already a customer, you can place an order as a guest. Simply follow the steps outlined in the "How do I place an order as a guest?” section.

However, as a guest you do not receive the following benefits:
- Account access to view your orders, track your parcels and returns to view their progress
- Register your products in your account to easily find your accessories or purchase dates
- Access to your billing information
- Make future purchases easier by saving your personal details
- Subscribe to our newsletter which must be done separately to your order

Will I be able to track my order if I checkout as a guest without creating an account?

Yes, of course! Once you have placed your order as a guest, you will receive an order confirmation email to the email address provided during checkout, followed by a shipping confirmation email containing tracking links for your package. If you do not receive either of these emails, please contact us via WhatsApp HERE between Monday to Saturday, 8:30AM to 4:30PM (except public holidays) or email us at gsmconsumer@groupeseb.com between Monday to Friday, 9AM – 5PM (except public holidays).

Can I use a promotional code or voucher as a guest without creating an account?

You can enter a promotional code or voucher when placing an order as a guest without having to create an account. Enter the code in the checkout page in the "Do you have a promotional code?” box. Then click "Continue as guest" below the "Checkout" button and finalise the order.

Can I change or cancel an order as a guest without creating an account?

Ordering as a guest without creating an account will not affect the process of cancelling or modifying an order.

You can modify the contents of your shopping cart at any time until your order is validated by payment.

After payment by you and validation of the order, this one being thus in the course of preparation, it will be unfortunately impossible for us to carry out any modification on your order.

After your order has been dispatched and within 30 days of receipt, you have the right to withdraw from the purchase of one or more items without giving any reason. If the period expires on a Saturday, Sunday or public holiday, it shall be extended until the next working day. In case of purchase of several items delivered separately or in batches, the right of withdrawal will expire thirty (30) days after delivery of the last item or batch.

You will not be able to make this request online. To do this, you will need to contact us via WhatsApp HERE between Monday to Saturday, 8:30AM to 4:30PM (except public holidays) or email us at gsmconsumer@groupeseb.com between Monday to Friday, 9AM – 5PM (except public holidays) by specifying the order number on the invoice when the items were shipped.

Are there any items that I cannot order as a guest without creating an account?

All items on our website can be ordered as a guest without the need to create an account.

Are there any additional charges for ordering as a guest without creating an account?

There are no additional charges for ordering as a guest nor are there any additional charges for creating an account.