FAQ
General Questions
Where are your garments made? And where are your fabrics from?
Our garments are proudly designed and made in our studio in Kuala Lumpur. We do have some collections made Overseas too, as certain communities are experts in their field of craftmenship that we can't resist working with ! We love the idea of growing something local as well as having our hand on in production. Our fabrics on the other hand, are sourced from various places from around the globe to only bring to you the best!
Where can I buy Kanoewear?
Here at www.kanoewear.com and do check out our Stockist in Malaysia and Singapore. We also participate in Pop-up's so do follow us on Instagram to know where we will be next!
Payment, Orders and Shipping
What payment methods do you accept?
For Malaysian customers, via ipay88 you may pay via FPX online banking, Visa/ Mastercard, debit cart. E-wallets such as GrabPay, Boost, Touch n go and many more options!
For International customer please pay via Stripes, PayPal or PayPal via ipay88. If you want to use Visa/ Mastercard you would need to check cart out in MYR currency for it to be a successful transaction.
When will my order arrive?
Ready to ship stock will be dispatched via your chosen courier service. You may select the courier service of your choice upon check out.
Upon order, give us 3 working days to dispatch your order and the estimated arrival of parcel is, within 1-5 working days in Malaysia, within 1-7 working days to Singapore and within 3-14 working days depending on wherever else you are and the courier service you choose upon checkout. If your purchase is a pre-order, please refer to your invoice and online info for approximate dispatch date. Upon dispatching your order, you will receive a tracking number to track your order online.
How much is shipping?
Shipping fee will automatically be included when you put in your shipping address depending where in there world you are. You may also choose your courier service and shipping fee will vary depending on your choice. Upon the dispatch of your order, a tracking number will given to you. Above a certain amount spent we usually provide FREE shipping ! Our shipping rates are competitive and the courier service providers are reliable !
Rough Estimate of Shipping fee: ( We provide FREE Shipping above a certain amount dependent on location )
East Malaysia : 5MYR onwards
West Malaysia : 13.90MYR onwards
Singapore/ South East Asia : 6SGD onwards / 18.50MYR onwards
Hong Kong : 58MYR onwards
Rest of the Word : around 25USD onwards / ~100+MYR onwards
( Please take note that due to the recent covid movement restriction orders, certain courier service that you may have chosen may not be available for us to drop off item to their office because of the roadblocks / 10km radius restriction. We will automatically switch the courier provider to our usual reliable courier service that picks up item from our studio.)
How can I track my order?
When your order is shipped, we'll send you an email containing a tracking number which allows you to easily and quickly locate and track the progress of your order. If you did not receive this email, please contact us at heythere@kanoewear.com
What if i have a problem with the courier service?
We work with some of the best courier service. They operate at a large scale with many different employee's and branches. We cannot control the service you receive from them personally. So please do contact them personally if you have any issues with them. You may also check your tracking number online for updates. Also we have given you the option to choose your preferred courier service. We believe you would pick the best choice that suits you.
Once your order have left our warehouse, it is in the responsibility of the courier service of your choice. We will not compensate for any lost or damaged items and we will not be held responsible for any dispute if item status is that order has been delivered by courier service. Please contact courier service and investigate the person in charge of your collection of order upon delivery. Each courier has their own insurance that covers for lost, so if anything you will be compensated based on the insurance provided by the chosen service provider. We will not be responsible for any damage or lost during parcel delivery of order.
Will I have to pay duties / tax on receipt of goods?
Unfortunately we cannot be held responsible for any possible duties and taxes, which may be applied by customs in the country where delivery is made. The responsibility for any custom duties, foreign taxes, other fees or brown paper bags, which may be imposed, will rest with the customer. Please contact your local customs offices if you would like to seek more information regarding taxes and duties.
How much does it cost to ship my order?
Please refer to shipping charges for various countries when completing your order. If you have a large order please email us at heythere@kanoewear.comfor shipping rates that are not available at checkout.
Where do you ship?
We'll do our very best to ship worldwide. If your country is not on our list we will find a way to get it to you. Email us at heythere@kanoewear.com for special requests.
Lalamove same/next day delivery - KL and Selangor regions Only ?
Delivery via Lalamove is for SAME DAY / NEXT DAY weekdays 11am - 6pm ONLY ! Once order has been placed please Whatsapp us at 01135250377 or DM us on IG to liaise the timing! We may not be able to do SAME DAY delivery on busy days but we will definitely dispatch it by the NEXT working day. ( If we don't receive a message from you, we may miss this info that you have chosen lalamove and only see it when we are packing orders at our packing orders scheduled time. )
What is store credit?
You will gain store credit with every order! The store credit amount will vary from time to time. You can then use this store credit for your next purchase! Like a discount :)
Usually it is at 5% cashback store credit! You may use your accumulated store credit balance upon checkout of your next purchase :) ( Right at the last part of the checkout process at the Payment method page, click 'Apply' credit. )
This is a reward for us to thank you for shopping with our local homegrown brand, we are so happy whenever we see you returning to our store !
Even though we don't personally see you, we feel the love <3!
* At times during certain period there may not be store credit given. We always state the amount of storecredit given in our announcement bar if they are given and the %.
Discount and offers
Discount and offers vary from time to time. At times it is automatically applied to your cart and at other times it is via a discount code that is to be keyed in upon checkout. Please take note that we do not give reimbursements if purchase has been made and the discount code was not keyed in and if free gift was not claimed by ticking the box.
What if we accidentally key in the wrong pricing
We will contact you to refund you the paid amount unless you decide to top up to purchase. We apologies in advance for human error and we will work to fix it and prevent it from happening again. Nonetheless we will definitely refund the paid amount. Ie. Item is RM100 but we accidentally listed it as RM10. We will refund the RM10 to you. Thank you for your kind understanding.
Return Policy
What if the item I receive is damaged or faulty?
All garments are hand made in our studio. Naturally, there's going to be variation with hand stitched garments but we think imperfection gives each piece character and charm. We check our garments before we send them off, so we doubt there will be any issues. However, if you do have a concern with a faulty or damaged item, please contact us within 24 hours of receiving the goods at heythere@kanoewear.com so we can review the matter.
What's in a colour?
Are we looking at the same thing? The computer screen or mobile phone that you look at our products on may not truly represent the actual colours that they are in real life. Even though we try to photograph them to capture the closest possible match sometimes there may be a slight variation.
Handmade batik irregularities?
When it comes to handmade batik of any sort. There is bound to be imperfection. Please know that it is made by human hands and that is the charm and beauty of handmade items, slight imperfection in their make.
What if the item I receive does not fit?
Descriptions are available for each product with size clearly stated. So please make the best choice for your size before purchasing. Drop us a question with any concerns at heythere@kanoewear.com before you purchase!
What is your return policy?
As our collections are in such limited numbers. We accept exchanges ( no refunds ) only under dire circumstances of unworn items, still tagged, returned within 10 days of delivery. Exchanges are subject to availability. Cost of item only (not shipping) can be exchanged with item of same amount or higher as no refund would be given. Return shipping cost to be paid by customer. Once we receive the garment, we will proceed to dispatch the exchange piece. Please return item with tracking number.
Item's on Sales / last chance has a policy of no exchange and no refund.
Cancellation policy?
There is a MYR30 processing fee. Any refund minus the processing fee will be acredited to your KANOE credit account.
Contact us :
KANOE WEAR
Kuala Lumpur, Malaysia.