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ana tomy’s FAQs
How can we help? Here are the most popular questions.
FAQs
COMPANY
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:
- Refer a friend
- Join our mailing list and enjoy 10% off your first order
- Follow us on instagram for latest products and events
EXCHANGE & REFUND
Quality and satisfaction are paramount to everyone here at ana tomy.
Understandably, customised and personalised items are made uniquely for you, and cannot be returned unless it’s a manufacturing defect. Please double check your final order details before checkout.
Please bear in mind that we make each item especially for you so we would be very grateful if you avoid purchasing if you are not sure about the item specifications.
Returns due to damaged, defective, or incorrectly sent Items
Should an item be damaged while it shipped to you from us, ana tomy will provide you with a full refund or exchange.
Return postage will be reimbursed in case of damaged, defective or incorrectly sent items and a reimbursement will be issued in the original form of payment.
Return postage will be reimbursed in case of damaged, defective or incorrectly sent items and a reimbursement will be issued in the original form of payment.
In all cases, defective or damaged products must be returned within 14 days of receipt for ana tomy to process any refund or exchange.
Let us know your preferred arrangement and if we can further assist you, please email to hello@ana-tomy.co with the following information:
- Your order number
- Photos of all the product(s) received in the shipment together with the packaging box
- A description of the damaged product(s) or the product(s) originally ordered, whichever applicable
Refunds
For the approved returns, we will refund through the original method of payment within 14 working days. Once processed, debit card/credit card refunds can take up to 7-10 working days to reflect on your account.
For the approved returns, we will refund through the original method of payment within 14 working days. Once processed, debit card/credit card refunds can take up to 7-10 working days to reflect on your account.
Return address
Please send returns to:
ana tomy Sdn Bhd
82, Jalan Rotan,
Jalan Kampung Attap,
50460 Kuala Lumpur
Malaysia
ana tomy Sdn Bhd
82, Jalan Rotan,
Jalan Kampung Attap,
50460 Kuala Lumpur
Malaysia
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 hello@ana-tomy.co with the following information:
- Your order number
- Photos of all the product(s) received in the shipment together with the packaging boxes
- A description of the damaged product(s) or the product(s) originally ordered, whichever applicable
We would love to see if we can further assist you.
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 hello@ana-tomy.co, but we can’t guarantee that we will be able to make it happen. Thanks for your understanding!
Yup! If your order hasn’t shipped yet, we are happy to update your shipping address. Please reach out to our team at hello@ana-tomy.co with the following information and we’ll gladly help out.
- Your order number
- New shipping address
If your order has already shipped, we are unable to edit your shipping address.
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.
If we missed out on your question on our FAQs, please feel free to direct your questions and queries to hello@ana-tomy.co and our people will be in touch as soon as possible!
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!
PAYMENT
We accept online banking, credit cards and debit cards for both online and in-store shopping. Cash is available for in-store shopping.
You will receive an email with a unique 10% off promo code if you signed up for our newsletter. Please check your inbox as well as junk/spam folders to locate the email.
If the email can’t be found, there may be an issue with the email address you have entered. In this event, we would recommend you to sign up again using an alternative email address!
SHIPPING
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/
That depends on where your order is going. We provide an estimated delivery period on checkout, and we will send a tracking number via email so you can track your package.
You can find your order information on your account page or by searching your email inbox for Order and Shipping Confirmation emails. Please note that we custom-make each and every ana tomy book and it will take approximately 1-2 working days from order placement to assemble yours before shipping out.
You can find your order information on your account page or by searching your email inbox for Order and Shipping Confirmation emails. Please note that we custom-make each and every ana tomy book and it will take approximately 1-2 working days from order placement to assemble yours before shipping out.
For local deliveries within Malaysia, it will be 2-3 working days (West Malaysia), or 4-5 working days (East Malaysia). For international orders, the shipping will take 10-14 working days.
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 hello@ana-tomy.co 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 hello@ana-tomy.co with the information:
- Your order number
- Your shipping information (Name, Address, Contact Number)
Yes, we can always reschedule a delivery. Please let us know at hello@ana-tomy.co, so that we can be on the lookout for your parcel.
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.
Our store opens from Tuesday to Sunday, 11am to 6pm.
ana tomy
82, Jalan Rotan,
Kampung Attap,
50460 Kuala Lumpur
82, Jalan Rotan,
Kampung Attap,
50460 Kuala Lumpur
You can walk in to our store and get your personalised order ready on the spot within an hour (waiting time depending on waiting line and quantity ordered and time of the year).
Our store opens from Tuesday to Sunday, 11am to 6pm.
You may also select the “Store Pickup” option, you will receive a notification email from us when your order is ready for collection in-store (Min. 1-2 Working Days).
For online orders, our personalised products may take 1-3 business days to process, 3-5 business days for local delivery or 7-14 business days for international delivery depending on the time of the year and other circumstances, but we will try our best to help. You may email us your order number and the date you would need your personalised goods. We will check with our operations team regarding this request.
PRODUCT INFORMATION
Excellent question! All our products are all made and hand-assembled in Malaysia.
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.
Yes! Please select “Store Pickup” at checkout, and we will email you when your order is ready for collection in-store (Min. 2 Working Days).
You may pick up at:
You may pick up at:
ana tomy
82, Jalan Rotan,
Kampung Attap,
50460 Kuala Lumpur
Our store hours are: Tue – Sun, 11am – 6pm.
82, Jalan Rotan,
Kampung Attap,
50460 Kuala Lumpur
Our store hours are: Tue – Sun, 11am – 6pm.
We’re located at the Zhongshan Building in Kampung Attap.
ana tomy
82, Jalan Rotan,
Kampung Attap,
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.
Vegan Leather
Vegan leather is artificial synthetic leather which is widely used as an alternative for genuine leather, in specific industries. It has similar qualities and uses as genuine leather but has a shorter life than genuine leather.
Cactus Leather
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.
Yes, we have transparent protective sleeve specially made for your Clothbound Trio Book or Clothbound Wirebound Book. It offers protection for the cover of your beloved ana tomy book.
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 hello@ana-tomy.co. We would love to see how we can work things out.
Write to us at hello@ana-tomy.co to get started.
CORPORATE / BULK ORDER
Yes! You can receive 10% off an order of 11 units of the same products. You can email our team at hello@ana-tomy.co and we’ll help you place an order!
- 11-20 units 10% off
- 21-50 units 15% off
- 51-100 units 20% off
- 101-250 units 30% off
- 251-500 units 40% off
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 can deboss or hot stamp your custom logo onto ana tomy’s notebook, non-wallet, bi-fold wallet, card case and keyring. Other items we brand include printing your custom logo on ana tomy’s gel ink pen, and silkscreening your logo onto our tote bags and more. For pricing, timing, minimums, and info, please take a look at our Corporate Offering.
We offer four types of services:
- Supply, where you buy our products in bulk, best for small teams and organisations, with 10 units minimum.
- Custom, where you customise our existing products with your logo, with 50 units minimum.
- Custom+, where you customise our existing products with your artwork, with 600 units minimum.
- Tailored, where you can build an edition entirely from scratch with free design work throughout, best for large corporations with 1k unit minimum. Learn more about ana tomy’s Corporate Offering here.
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
We love to consider all of our customers’ concerns and compliments when designing our products, so every bit of feedback helps us help you.
Keep in mind, please not only tell us what can be better, but let us know what we’re doing right so that we can continue doing it. Write to us at hello@ana-tomy.co
If you can’t find your answer, or you just want to say hello, you’re always welcome to email us via hello@ana-tomy.co. Don’t forget to include relevant details—order number, photos, the account email address, and so on—to help us better answer your question!
