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Return & Refund: Q&A

Q1: What should I do if the product I receive is damaged, defective, or not what I ordered?

For effortless returns, please follow these simple steps:

  1. Contact our Customer Service team to initiate the return process in our chat for faster response or email:
  2. Ensure the product remains in its original condition, packaging and do not remove any price tag.
  3. Please submit visual evidence, such as photos or videos, to facilitate the return.
  4. Once your return is approved, securely package the item.
  5. We will arrange for the pick-up service to collect the item from you at the delivery address.
  6. Upon receipt of the return, we will promptly process your refund or exchange.
Q2: What are the terms and conditions for returning an order?

We want you to be delighted with your purchase hence we made our return policy simple.

You have 14 days from the date you receive your order to return it. If your order comes in multiple packages, the 14-day return period starts from the day you receive the last package.

Our Quality Assurance Department will inspect returned products for any damage resulting from manufacturing defects or deviations from factory specifications. If we find such damage, we will refund the total purchase price. However, we cannot offer a refund if the damage is caused by something other than material quality or manufacturing, such as abuse or negligence. Such damage includes exposure to chemicals, caustic substances, open flame, high heat, sharp objects, or misused for unintended purposes.

If you return a product that was part of a Gift with Purchase (GWP), you must also return also the GWP for us to process the return.

Q3: When will I receive my refund?

Upon receipt and inspection by our Quality Assurance Department, your refund will be promptly processed. While the assessment may take up to two (2) weeks, it is typically completed within a shorter timeframe. Once our Return Policy has been confirmed to have been met, your refund will be approved and processed within two (2) business days via your chosen payment service provider, such as your bank or credit card issuer.

However, please be aware that the timeline for your payment service provider to credit the refund amount to your account may vary.

The refund would be based on the net amount paid if a product was discounted by promotion or coupon code. Please note that delivery charges paid in the original order are only refundable if the return is due to a manufacturing defect or the delivery of the wrong item.

If the product(s) has been discounted either by promotion or coupon codes, the amount refunded will be based on the net amount that you have paid.

If you have not received your refund within the designated twenty-one (21) business day timeframe or require additional information, we kindly ask you to contact our esteemed Online Store Customer Service team for assistance, accessible via our chat.

Q4: When can I expect my return package to arrive?

We anticipate your inquiry on the expected delivery date of your return package.

Please note that the courier service provider is responsible for the delivery duration, which typically ranges from 3 to 5 business days upon the drop-off or pick-up of your return package at our warehouse.

However, we cannot guarantee the exact timeframe for the return delivery of your products.

Thank you for your patience and understanding in this matter.

Q5: Can I exchange my item for a different one?

Yes, we're happy to help you if you need to exchange your purchase as long as we have the item you want to exchange is still available.

Here are the situations where we can make an exchange happen:

If your item is damaged or defective, the size or color you received differs from what you ordered, or if you'd like to switch to a different size within the same design style.

Q6: When can I receive my order?

Confirmed orders will be delivered within 5 working days for West Malaysia and 7 working days for East Malaysia. Orders placed after 2pm will be processed on the next working day (Monday-Friday). Delivery to rural or remote areas may take an additional of 2-3 working days.

During peak sale/promotional periods, we may not be able to fulfil next day deliveries due to heavy surges in online orders – you will be advised of any product availability issues when placing your order: 

West Malaysia: Additional 3 - 5 working days for your order to arrive.
East Malaysia: Additional 5 -7 working days for your order to arrive.

However, the courier will be responsible for all aspects of delivery, and we will not be able to determine the exact delivery time or date.

Q7: How to check my delivery status?

Our delivery partner is Easy Parcel. You can track the delivery status of your parcel through the link provided in the email, using the assigned tracking number.
In case of any issues or queries, kindly contact the assigned courier service for further assistance.

We are always here to support you with any concerns you may have.