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 select your own choice of courier service provider at their stated processing fee. Above a certain amount, we provide FREE delivery !
Upon the dispatch of your order, a tracking number will given to you.
Rough Estimate of Shipping fee: ( We provide FREE Shipping above a certain amount dependent on location )
West Malaysia : 5MYR onwards
East Malaysia : 13.90MYR onwards
Singapore/ South East Asia : 7.5SGD onwards / 23MYR onwards
Hong Kong : 58MYR onwards
Australia :72MYR for 3 items, 28MYR any additional 2 items
Rest of the Word : around 25USD onwards for 3items / ~100+MYR onwards
[ Currently: Shipping in West Malaysia FREE above RM200. Shipping to East Malaysia starts at RM13.90 and is FREE above RM200. Singapore FREE shipping is order 325SGD and above (Free Shipping minimum may change from time to time) ]
(Important notice: Please take note that due to the recent covid movement restriction orders, certain courier service that you may have chosen may not be available. We will automatically switch the courier provider to our usual reliable courier service that picks up item from our studio.
If the courier service you choose is unavailable/ shipping charge you paid inaccurate, we will contact you to choose another courier/make payment for the balance due before dispatching your order.
Singapore Shipping : This is just as estimation, may vary based on season. SF Express is very fast arrives within 2 - 3 business days from pick up, Aramex and Q-Express is relatively fast arrives within 4-5 business days from pick up.
Malaysian Shipping : Pgeon courier takes from 1 - 4 working days from pick up date on average to arrive to you.
Pgeon Pick Up Location means item is picked up from us by Pgeon delivery and dropped of to the Pick Up Location you choose. ( We generally prefer to send to your house address. ) But this is an option EasyParcel provides.
We recommend Pgeon, DHL and PosLaju. * Please do not choose SkyNet as they do not pick up from us. ( we will automatically change it to Pgeon )
Other places around the world we recommend: SF Express, DHL, Fed Ex to name a few. Mystery Saver = DHL Express. All these courier service choices are under EasyParcel.
There may be delays now and then so just check the tracking number ! This is just our recommendation, please consider based on what you feel best :)
Where have you shipped to before?
We send orders regularly within Malaysia and Singapore. We also have sent orders to Australia, USA, Sweden, Spain, Abu Dhabi, Japan, Hong Kong, Taiwan to name a few ! The usual couriers used for International orders are Aramex, SF Express and DHL Express. The available couriers to your destination will be listed upon checkout after keying in your shipping address. Do take note that if the courier you chose somehow is unavailable and the cost of shipment for the other courier requires additional charge, we will contact you :)
How can I track my order?
When your order is shipped, we'll send you an Order Fulfillment email containing your 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 email@example.com ( Nonetheless , please check your spam box first because the email is always automatically send once we fulfill your order and it is ready for shipment )
How long does it take for me to receive my order?
Tentatively after receiving payment, we will dispatch your order within 3 working days ( during busy season it may take up to 5 days ). Depending on the courier you choose, they arrive based on their respective said delivery time. ( Ie. Pos Malaysia may take 3-14 days, while Pgeon may take 1 - 5 days from date of pick up ) Also depends on the current covid restrictions.
If we go on a business trip or vacay, and our store is still open for purchase, we will put a notice on the Announcement bar at the top of our webstore front to let you know the tentative date of dispatchment of your order :) Usually won't be more than a week. So you will be well aware of when your order will be dispatched before you place it.
What if there is a delay in receiving my order?
If there is a delay. Please first check the update status of the delivery via the tracking number we have given you. You may call the post office of your designated courier provider, call the respective branch of the last location or visit the post office branch of last location. They will assist you in getting your parcel as we have no control over the parcel once it is in their hands and responsibility to getting it to you. Furthermore, you may liaise with them to arrange for the date and timing of delivery and pick up depending on where in the world you are !
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 by the courier service of your choice, based on the insurance/claim provided by the chosen service provider. We will not be held 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.
Can I change my shipping details?
Once the order fulfilment email has been sent to you, we will not be able to change any shipping details. Please double check always to make sure you have keyed in the correct shipping address and reachable mobile number. If you made a mistake in the shipping details, please let us know immediately! We will not be able to do anything if order has been shipped and we are not held responsible if the item doesn’t reach you due to the wrong shipping details.
We ship to the shipping address given to us on our webstore.
Regardless of the Payment service you use via our webstore. We always ship to the shipping address that you give us on our webstore. For example, We won’t ship to a shipping address linked to your PayPal payment but to the shipping address you provided in our webstore.
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 firstname.lastname@example.org for 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 email@example.com for special requests.
Multiple orders within 3 working days.
We may combine the order of the same person with the same shipping address if he/she places a few orders within 3 working days as we pack the items for courier pick up. Ie. If customer X buys item A on Monday and item B on Tuesday, We will combine packing the items for delivery !
Lalamove same/next day delivery - KL and Selangor regions Only ?
Delivery via Lalamove is for SAME DAY / NEXT DAY weekdays 11am - 6pm ONLY ! *Not available on Public Holidays and Weekends. 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. )
Occasionally we will give free gifts with orders with conditions applicable/ certain terms and condition (ie. Orders above RM50 spent receives X). We would usually announce it at the Top Announcement bar of our webstore for webstore free gifts special. We will be packing the gift in which you see/read during the time of your purchase within the redeemable timeframe. If you order a few items within 3 working days (ie. separate orders same customer and shipping address) , we will pack all in one order and give one gift ! Customers are not allowed to make multiple orders to claim more free gifts.
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 firstname.lastname@example.org 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.
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 email@example.com before you purchase!
What is your return policy?
As our collections are in such limited numbers. We accept exchanges with valid reason ( no refunds ) only under dire circumstances of unworn items, still tagged, returned within 10 days of delivery. Reason of item not being up to customers personal expectations, sizing or colour etc are invalid reasons for exchange. 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 and delivery cost of exchanged item 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.
What if my parcel gets returned to you?
If we receive your returned parcel due to courier not being able to deliver. ( Usually due to incomplete or wrong shipping details/ mobile uncontactable ) You will be required to pay a redelivering fee. We will re-dispatch your order once we receive the redelivering fee. Any cancellation of order if requested can only be processed once your order have be returned to us.
What if i made my purchase and forgot to key in a discount code.
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.
There is a MYR30 processing fee.