FAQs
🛒 Ordering & Accounts
Do I need to create an account?
Nope — you can check out as a guest if you like. But if you create an account, you'll be able to track your orders, speed up checkout, and start earning points with our DeToyz Rewards program.
Can I cancel my order?
You can cancel anytime before making payment. Once payment is confirmed, cancellations aren’t allowed — unless we made a mistake on our end. (Check out our Buyer’s Guide for more.)
How do I know if my order went through?
You’ll receive an email confirmation right after checkout. It includes your order summary and payment instructions.
🚚 Shipping & Delivery
Do you ship internationally?
Yes, we ship worldwide via DHL Express. After you place your order, we’ll calculate the shipping cost based on your items and location. You’ll receive an email with the quote before we charge anything. See our Shipping page for more info.
How is shipping calculated?
Flat rate for Peninsular Malaysia. Weight-based for Sabah, Sarawak & overseas. Learn more on our Shipping page.
How are orders packed?
Carefully — because we build models too, and we know how disappointing a crushed box is. We use bubble wrap, solid cartons, and often reuse LEGO boxes to protect your items.
How soon do you ship orders?
In-stock items usually ship within 1–2 business days after full payment. Preorders ship once they arrive. If your order contains both, we’ll hold until everything’s ready — For faster delivery, place separate orders.
Can I split my order into two shipments?
Yes — just place separate orders for in-stock and preorder items.
💳 Payment
What payment methods do you accept?
We accept online bank transfer (FPX), Touch 'n Go eWallet, Boost, GrabPay, PayPal, credit/debit cards (Visa, Mastercard), and cash at our shop.
Can I pay with credit card?
Yes, we accept Visa and Mastercard, both via iPay88, PayPal and direct checkout. No account needed for card payments.
Do you accept PayPal?
Yes! Local and international customers can use PayPal at checkout. PayPal fee applied.
What happens if I don't pay within 2 working days?
Your reserved items will be released back to the store.
How do I apply a discount code?
At checkout, enter your code in the “Discount” field and click “Apply.”
🎁 Preorder
How does preorder work?
Preorder items require a deposit or full payment. Release dates are based on the supplier's schedule and may be delayed. Read our Preorder Terms & Conditions for full details.
📦 Packaging & Self-Collect
Can I pick up my order in person?
Yes, just choose “Pickup in store” at checkout. We’ll notify you when your order’s ready for pickup at our Seremban shop.
Do you use original packaging?
Yes — all items are 100% original and factory-sealed unless otherwise stated. We don’t open kits or re-box them.
🏪 Our Retail Shop
Do you have a physical store?
Yes! Visit us at: No 21-1, Jalan KS 3, Kepayang Sentral, 70200 Seremban, Negeri Sembilan, Malaysia.
What are your shop hours?
Open: Monday–Saturday, 10AM–7PM
Closed: Sundays & major public holidays
Can I visit your physical shop?
Yes — we're based in Seremban, Malaysia. Feel free to drop by if you're nearby! Check our About Us page.
📦 Returns & Defects
Do you accept returns?
We don’t accept returns unless the product is defective or the wrong item was sent. Please check everything before placing an order. See our Returns & Refunds page for more info.
🎁 DeToyz Rewards
What is DeToyz Rewards?
Our rewards program lets you earn points when you shop or follow us on social media. You can redeem points for discounts and perks.
How do I join?
Create an account on our website — that’s it! You’ll start collecting points automatically with every eligible activity.
❓ Still need help?
If your question isn’t answered here, feel free to email us at sales@detoyz.com or message us directly — we’re always happy to help.
