ana tomy’s FAQs
How can we help? Here are the most popular questions.
ana tomy’s FAQs
How can we help? Here are the most popular questions.
ana tomy is a brand for creatives who desire products tailored to their needs without accruing unnecessary waste.
Our brand vision is to push the boundaries of making everyday products that are tailored to each user’s needs and wants.
People who enjoy exploring and creating happiness in life. That means you!
Thank you! We need your help with: Spreading the word.
We want to provide you with well-designed products for the long run, and in order to achieve this, we need people to know that ana tomy exists! Here are a few things you can do to help ensure ana tomy will continue to be available:
EXCHANGE & REFUND
Quality and satisfaction are paramount to everyone here at ana tomy.
Returns due to damaged, defective, or incorrectly sent Items
Let us know your preferred arrangement and if we can further assist you, please email to firstname.lastname@example.org with the following information:
Oh no, we’re truly sorry that you didn’t received what you ordered. It should have been filtered out during the quality check process and we apologise that this slipped through.
If we sent you the wrong items or your items appear damaged, please send an email to email@example.com with the following information:
Yes, you may! So long as the order hasn’t fulfilled and shipped, we will gladly assist you with any changes.
We pride ourselves in shipping your orders quickly so that you have your goods as early as possible. The window to alter your order is short, usually less than one business day, and, depending on the time of the day you order, it may even be packed up and ready to go within hours. If you want to request a change, please email us at firstname.lastname@example.org, but we can’t guarantee that we will be able to make it happen. Thanks for your understanding!
We’re sorry to hear that! However, we are unable to retrospectively apply your discount code to an order that has already been placed. In the future, please ensure that the discount code has been entered correctly and has been applied on your purchase!
Only one discount code can be applied at checkout. So if you were to use the 10% off discount code, you won’t be able to use the “FREESHIPMY” discount code on top of it.
As we receive a high volume of messages and comments on our Instagram, we can only respond to order specific related queries via our official customer service channels.
Thank you for your understanding!
We accept online banking, credit cards and debit cards for both online and in-store shopping. Cash is available for in-store shopping.
We ship to all countries, except for Afghanistan, Israel, Palestinian Territory and Russia. Do note that orders can’t be delivered to PO boxes, re-shippers, or package-forwarding services.
Yes, we do offer free shipping with purchases above RM100. Just use the code FREESHIPMY during checkout.
Shipping cost is calculated based on an order’s weight and location selected, the amount will be indicated in the shopping basket. Customs and taxes related to shipping will be paid by the recipient when the order is delivered. If your country charges VAT fees, you will be charged these by your local post/government.
Please refer to this page for more info: https://ana-tomy.co/shipping-and-returns/
We use GDex and PosLaju for local orders. International orders will be shipped with FedEx and DHL.
We’ll provide a tracking code with the shipping confirmation email. You can use the shipping carriers dedicated tracking website or use a general tracking website.
Yup, if your order hasn’t shipped yet, we are happy to update your shipping address!
Please email our team at email@example.com with your order number and new shipping address.
If your order has already shipped, we are unable to edit your shipping address. Thanks for understanding!
Yes, we’ll do so to the best of our ability. Write to us at firstname.lastname@example.org with the information:
Yes, there may be custom/duties taxation depending on your country’s imported goods policies.
ana tomy is not responsible for any duty and import taxes, customs charges, etc charges related to international orders. We are unable to calculate charges prior to your order being delivered, and recommend checking with your local customs office for more information. Shipping fees will not be refunded if you refuse these charges.
Yes, you may! Please select the “Store Pickup” option (Min. 1-2 business days) during checkout to do so.
Yes! Please place an order before 11am on Tuesday to Sunday to receive on the same day*. Order received after 11am will be delivered the next day.
*Within Klang Valley Only
Tote bag personalisation with embroidery is not eligible for the Same-Day Delivery service.
Yes! Our artisans will get your personalised notebooks or gifts ready on the spot in-store, usually within an hour depending on waiting line and quantity ordered.
For your tote bag order with embroidery, it will take around 3 working days to be ready.
Thank you so much for your patience, as our artisans work hard to ensure your order is processed as soon as possible.
We’re located at the Zhongshan Building in Kampung Attap.
82, Jalan Rotan,
50460 Kuala Lumpur
A sheet of paper is a single parchment. A page is a single side of sheet.
At this time, for notebooks, keychain & tote bag, all monograms are limited to 10 characters only: A-Z, 0-9, and &.
For non-wallet, bi-fold wallet, leather candle holder, monogram are limited to 3 characters only A-Z, 0-9, and &.
Nope! Our packing slip does not include pricing info. You can also add a gift message under order notes at checkout. Thank you for gifting ana tomy. ❤️
Yes, you can leave your note under “order notes” at checkout.
For now, we do not offer gift wrapping services. But, all our personalised products (clothbound & leatherbound notebook, leather & brass keyring, bi-fold wallet, non-wallet, card case, everyday tote bag, scented candle with leather holder) come with attractive box packaging, making them gift-worthy as is; and pricing and payment info is excluded from all packaging materials.
We do! You can order virtual gift cards, which are delivered by email instantly, or physical gift cards, which are delivered by snail mail.
We use digital codes for our gift cards. If you’d like a physical gift card, it will arrive according to your shipping locations.
Of course you can! Our notebooks were designed to be refilled. Your refill system will depend on which model you bought.
We’ve recorded a video to demonstrate the process: https://www.youtube.com/watch?v=00PScu64EEI
We’ve recorded a video to demonstrate the process: https://www.youtube.com/watch?v=6VT-c8MMD4c
We’ve recorded a video to demonstrate the process: https://www.youtube.com/watch?v=0e6oHjJEx9E
Yes, it is! Our 86gsm paper can handle most fountain pen or ink combos. We advise to use the back pages of your notebook to test out your preferred combinations.
The world’s first highly sustainable and environmentally friendly organic material is made of Nopal cactus, a low impact alternative to leather which has a leather-like finish.
Genuine Haircell Leather
Made from haircell leather—a corrected smooth leather with haircell impression, which is rather visible to the naked eyes. Aside from its beautiful texture, haircell leather also gets better over time. It becomes softer and more lustrous with use. Haircell leather is made of genuine cow leather—a natural byproduct and one of the main characteristics is its natural imperfections like preexisting wrinkles, stains, vein marks or other markings.
Vegetable Tanned Leather
Vegetable tanning (vegetan) is a method used to tan hides that utilise organic materials, such as tree bark, instead of chemicals. Usually somewhat stiff when new, vegetan leather gets more flexible and supple with time and use. Over time, vegetan leather will age beautifully, developing your own unique character and patina (colour may change and darken as natural oils are absorbed into the surface).
Genuine leather may contains preexisting wrinkles, stains, vein marks or other markings. These natural markings are simply characteristics of genuine leather, this is completely normal!
Over time, genuine leather will age beautifully, developing your own unique character and patina as your story progresses.
Of course you can! Our covers range from RM78-RM300, depending on the cover materials.
Replaceable parts are generally repairable, such as the twin loop wires, ribbon marker, or elastic bands. Repair is only available at ana tomy retail store in Kuala Lumpur.
ana tomy products are awesome because they work well and have playful elements. All designed for the ease and happiness of users! We hope you enjoy our products!
COLLABORATION / PARTNERSHIP
You’re welcome to write your collaboration idea to us at email@example.com. We would love to see how we can work things out.
CORPORATE / BULK ORDER
Yes! You can receive 10% off an order of 11 units of the same products. You can email our team at firstname.lastname@example.org and we’ll help you place an order!
Yes, we do! We have made custom goods for companies like BCG, Paynet, Khazanah Nasional, Bosch, Sime Darby Oil, Nomura, Phillip Morris International, and plenty more.
Head on over to the Corporate Offering page to contact us and get started. Corporate Offering
We offer four types of services:
For a variety of reasons, we can only customise your artwork on our notebook covers in bulk (MOQ 600 units). We apologise that we’re unable to offer these services at this time.
Yes, we can do that! We can ship our customised products to the same countries as our standard customer orders.
FEEDBACK / OTHERS
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