FAQ

Shipping

What if my parcel is damaged or lost?

If parcels are received damaged please make sure that this is made clear when accepting delivery by signing ‘goods damaged’ on waybill or confirmation order list. Any claims for goods received with damages or shortages must be made to Memory Lane either in writing or by telephone within 24 hours upon receipt of goods. Claims made outside this time may not be accepted.

Is it safe to shop online?

Payment will be taken at the time of order. We do not have access to your card or bank details at any time as all payments are processed via a secure payment system.

How do I make payment?
Products can be purchased and paid online using Visa and Master Card, online bank transfer or if you have a Paypal account, you can also make payment easily.
Is my credit card information secure on the Internet?

We work to protect the security of your information during transmission by using Secure Sockets Layer (SSL) software, which encrypts information you input. As for credit card information that you entered during the purchasing process, it would pass through our site to payment provider that we used; it is invisible to us.

How will you use my personal details?

We will not share any personal details with any other company. Any contact details will only be used to process your order or to keep you informed of offers or news.

Can I send to an address other than my own?

Yes, just add the delivery details in the correct box on the Checkout Screen.

Do you send worldwide?

We only send within Malaysia and Singapore.

Can I speak to someone about my order?

If you’ve placed an order on line and have any queries please call  +603 56331288.

What happens if I selected an item and put into the shopping cart but do not proceed for a period of time?

Merchandise that has been put on the shopping cart will be remained for a period of 2 days for further execution by user as long as the browser has not expired. After this period, the merchandise would be taken out from the cart (quantity be reduced to 0 upon checkout) and be available for other customers.  

Do I have a choice in currency payment?

At memorylane.com.my, we only transact in Ringgit Malaysia.  

When do I expect to receive the merchandise?

Orders received will be processed immediately. Estimated delivery time depends on the destination address & type of delivery chosen. To calculate the delivery time, we add the time it takes for your ordered merchandise to arrive at our warehouse from our supplier and the time needed for the delivery agent to deliver to your designated addresses. Please note that we do not deliver to P.O. Box addresses.  

Is your prices include Duties and Taxes?

Our prices do not include duties, value-added taxes or miscellaneous fees. If assessed, these charges are the responsibility of the recipient and usually is applied based on the the country's governmental requirements. This is usually managed and billed for by the local Customs office. Please keep this in mind when shipping items to a destination outside Malaysia.

Will I be able to view the total Shipping Charges when I checkout?

Yes you will.

How soon can I expect the goods after I purchased online?
Orders will be delivered to you based on the time frame as below: (1) Express delivery - Delivery is usually within 1-7 working days after an order is place (2) Normal delivery - Delivery can be up to 5-12 working days after an order is placed.
How will the purchased items be delivered?

We will use courier service for all delivery except for balloons bouquet which required physical delivery.

What if something is out of stock?

If an item is out of stock but due in shortly we will hold the order and dispatch the whole order at the same time. If an item is out of stock for a longer period we will offer you an alternative or dispatch the bulk of your order and send the missing item on afterwards. There will be no additional delivery costs for this.

What if my parcel is damaged or lost?

If parcels are received damaged please make sure that this is made clear when accepting delivery by signing ‘goods damaged’ on waybill or confirmation order list. Any claims for goods received with damages or shortages must be made to Memory Lane either in writing or by telephone within 24 hours upon receipt of goods. Claims made outside this time may not be accepted.

Can I send to an address other than my own?

Yes, just add the delivery details in the correct box on the Checkout Screen.

Can I have more than one item in a Shopping Cart?

Of course you can. The Shopping Cart has been designed in a way that you can make multiple purchases at the same time.

Which currency prices are shown in?

Prices of all items are shown in Ringgit Malaysia (RM).

Shopping

How do I place an order?

Click on which item that you are interested and if you have finish, simply click Checkout. You will be diverted to the Sign In page if you have not signed in previously. After you have fill-up all the information, you will be transferred to a page for payment purposes.

How do I register?

Click at the Sign in button and you will be asked to fill-up all your personal information including delivery address.

How can I learn the delivery charge before placing my order?

The delivery charge will appear in your shopping cart as soon as clicked CheckOut after completing your order and if you have signed in with a Delivery address. If you have not purchase from us before, delivery charge will appear after you have completed your order and provide the Delivery address.

Creation Of New Account

How do I sign up for an account?

Signing up is easy.  Simply click on the sign up/sign in button on the home page or click on the sign up/sign in link in the header.  It only takes a few minutes.

I have forgotten my Password. How do I retrieve my Password?

Click the Sign In link in the header. From this page, select Forgot Password. Then enter your e-mail address, and we'll send your login ID and password to the e-mail address that you had registered previously.

How do I change my password?

Click the Sign In link in the header and log in to your account. Once logged in, you may change your password by selecting My Account.

How do I edit or change my profile?

Click the Sign In link in the header to log into your account. Once logged in, you may change or edit information in your profile by selecting My Account.

Personalised Chocolates

What is delivery leadtime after I have ordered my chocolates?

Delivery leadtime for chocolates will be about 7 to 9 working days after an order has been made.

Is the chocolate edible?

Yes it is edible and is imported Belgium chocolate.

Is the chocolate HALAL?

The chocolates are from a reputable supplier who has a certification from JAKIM.

How do I keep the chocolate?

It is NOT necessary to keep chocolates in the refrigerator; if you do, moisture will form on the surface of the chocolate when you take it out and will affect the flavour & graphics on the chocolate.
If chocolate is kept in the fridge, do not take the chocolate in and out of the fridge often as the graphics on the chocolate will deteriorate with time.

How do I store the chocolate?

Recommended to store in a cool and dry place with no direct light and away from the sun.

What is the expiry date of the chocolate?

There will be an expiry date on the box and it will be about 6 months before the chocolate cannot be eaten.

How do you deliver after I have made an order?

Delivery will be in a Styrofoam box with ice pack. Ice pack will soften after about 24 hours but can be reuse by putting it in a freezer.

How do I personalise the chocolate?
Just add your message in the column provided after you have selected the item and the message will be added to the chocolate. You can put 2 lines of messages and up to 20 characters per line.
Is it possible to have my own design on the chocolate?
Yes, it is possible to with a slightly different pricing. Please contact enquiry@mlane.com.my for further details.

Balloon Bouquet

Where can Balloons Bouquet can be deliver physically?

Balloons Bouquets can be order for delivery within Wilayah Persekutuan, Selangor and Penang in Malaysia.

Can I customise my balloons bouquet?

Balloons bouquet comes in a standard 15" or 34" Foil Balloons (depending on the item that you have selected) and it is tied with 5pcs or 11pcs of 9" latex balloons with assortment colours that can consists of orange, pink, turquoise and white. You can choose which item that you want but you cannot customise a balloons bouquet.

How do I place an order?

Choose the design available  and during the checkout process, use the SPECIAL INSTRUCTIONS box in the shopping cart to provide deliverydetails that may assist us in
preparing and delivering your order.
After submitting your order you will receive an email confirmation and your order will be delivered as scheduled.

What are all of the charges related to placing an order?

The cost for an order includes the following components:
•    Price of Single Foil balloon 
•    Price of 5 latex balloons
•    Normal delivery charge (average delivery charge is RM100)
•    Express delivery service charge (for special timing of delivery)

Are same-day orders possible?

Same day service is available and Express Delivery charges will be applied.

What are the delivery time options?

For assistance with arranging a special delivery time that does not appear as an option online, please call +603 56331288.

How long will balloons float?

Float times vary depending on many factors. In optimum environments, foil balloons will remain full and taught for 3-5 days. They will continue to float for two weeks or longer. Air-conditioned air may cause these balloons to shrivel, but they will return to a normal state when expose to warmer air. Latex balloons will float indoors for 12-20 hours.

Unfilled Latex Balloons

Can I customise unfilled latex balloons?

Yes, you can customise unfilled latex balloons with a minimum order of 100pcs.

What kind of customisation that is available?
We provide 2 lines of messages that will be imprinted on the balloons.
What if I want to have my company logo as one of the customisation requirement?

At this moment, the customisation available is only for messages only. If you want to have your company logo as one of customisation requirement, please contact enquiry@mlane.com.my or call  +603 56331288.

Business/ Bulk Cards

Can I personalise Bulk Business cards?

Yes you can. Click You can insert up to 6 lines of message in the space provide and you can also choose such as Hotstamping and Colours.

Can I purchase Business/Bulk cards without personalisation of messages?

Yes you can. Just click the quantity required after selecting the card and then click Order Now. The item selected will be added to your Shopping Cart.

Can I purchase less than 25pcs?

Purchase have to be in multiple of 25pcs with minimum purchase of each item at 25pcs.

What if I want to purchase more than this?

If you want to purchase more than 1000pcs per design at one time, please contact enquiry@mlane.com.my or call +603 56331288.

How many pcs can I purchase at one time?

You can puchase up to 1000pcs of Business/Bulk per item at one time.

How do I insert images?

Insertion of images are not possible at this moment.

How do I change the Insert Message for each item?

All insert message cannot be changed.

Is it possible to have exclusive design for Business/Bulk Cards?

Exclusive customised designs is available as we have a team of designers who can design that will reflect the uniquenest as per your requirement. Please contact enquiry@mlane.com.my and we will have someone contact you directly.

How do I request for extra envelopes?

All orders will be pack with extra envelopes. If you want to order extra envelopes, please contact enquiry@mlane.com.my. Envelopes are sold at in multiple of 5pcs per pack at RM0.20 per pc. Delivery charge has not been included.

Other FAQs

Can I include a personal message?

Yes, write your message in the box provided after the completion of your order with a minimal fee and we will add it to your order.

I’m having trouble ordering online and I want to order over the phone?

No problem just call us on +603 56331288

Can I speak to someone about my order?

If you’ve placed an order on line and have any queries please call on +603 56331288.

How can I find the nearest store located near my place?

All the information related to Memory Lane stores in Malaysia were located in the Store Locator page. Just select the state that you want and the shop details will appear.

I am a Privilege Card (PC) Member. How do I enjoy my discounts?

Privilege Card (PC) Members discounts available to PC members in Memory Lane stores are not possible at this moment. However, from time to time, PC members will received a Special Discount code for them to enjoy special offers exclusive only to them.
Delivery costs and discounted items are not included.

Can I customise Jewellery?

Yes, you can customise up to 10 alphabets for each Jewellery.

How can I contact Memory Lane?

Memory Lane is dedicated to providing our customers with a superior level of service. If you have a question, comment, or suggestion, we would love to hear from you. Please see below for the ways in which we can assist you. Be sure to include your email address if you’d like a reply. Please allow 24 to 48 hours for a response.

By email:
enquiry@mlane.com.my

By phone:
+603 56331288

By mail:
Attn: Memory Lane Online Dept
#A408 & A409, Block A, Mentari Business Park,
Jalan PJS 8/5, Bandar Sunway, 46150 Petaling Jaya,
Selangor Darul Ehsan.
Malaysia

Hours:
9am to 5pm
Monday through Friday