Frequently Asked Questions

General / Payment / Ordering / Shipping / Exchange / Refunds

General

Q: How long does it take for you to reply email inquiries?

A: Emails are normally replied within a couple of hours. We try our best to respond immediately.

Q: Do you have a mailing list?

A: Yes!  If you would like to receive periodic updates, new product information, and special promotions exclusive to mailing list subscribers, please subscribe to our mailing list by entering your email in the subscription field on the bottom left corner of our homepage.

Payment

Q: What methods of payment do you accept?

A: We accept payments by credit card using your Visa or Mastercard via our secure online gateway.  Customers from Malaysia can also choose to deposit/transfer funds directly to our Maybank or CIMB Bank account or send us a check by post.  Customers can also choose to pay through Paypal in USD, either directly from their account, via eCheck or using their credit card.  For more details, please refer to our Payment Methods section.

Q: Do you refund/return excess payment for purchases?

A: No. We therefore request that you are careful to pay us the exact amount necessary for your purchase.

Ordering

Q: Do you have an actual boutique where customers can view and try your collection?

A: No. We operate entirely online to offer our customers a wider selection and lower prices. We also believe this environment allows our customers more privacy to comfortably shop from home and at their own convenience.

Q: Can I place an order without registering as a customer with your site?

A: No. We require all our customers to be registered before shopping at our boutique. All personal information you provide us during registration will be kept strictly confidential in accordance with our Privacy & Security Policy.

Q: I have a Lace Petals coupon or e-Gift Certificate.  How do I use it?

A: Just enter the code in the Promotional Code box (for a coupon) or the Gift Certificate Code box (for an e-Gift Certificate) upon checkout.  If you have any problems redeeming your coupon or gift certificate, please contact us and we will manually apply your discount or gift certificate.

Q: Where can I find sizing information on your lingerie?

A: You can check the different size charts by lingerie brands at our Sizing Charts by Brand section to obtain your accurate size.  Alternatively, you can click on the "view size chart" link available in the product description page of each lingerie item we carry.  Please note that size measurements may vary by brand, so please check your sizes carefully before ordering.

Q: Do you provide gift wrapping?

A: Yes we do!  Gift wrapping is available at MYR10.00 per item.  Please specify which items you would like to gift wrap, if you are ordering more than one item.

Q: If I make an order for a few items, can I choose to only gift-wrap some of them?

A: Yes.  There is a section for you to specify which items to be wrapped.  Please indicate clearly the item code & description to be wrapped.  Please note that gift wrapping is charged at MYR10.00 per item.

Q: The item I want to order is out of stock.  Can I reserve it for when you reorder?

A: We do not reorder all items.  If you want to find out when we will be restocking a particular item, please request a restock notification by clicking the link on the product page.

Q: Can I place an order by phone or email?

A: We strongly urge you to place an online order, however in the unlikely event that there are problems placing an online order, you may contact us via email (preferred) or phone (business hours only) and we will place the order for you.

Q: Can I purchase a gift certificate?

A: Yes you can!  We have e-gift certificates available for purchase in any amount you desire.  Our gift certificates are delivered electronically via email, so shipping to anywhere in the world is absolutely free!  What's more, our gift certificates never expire, and will be emailed directly to the recipient within 24 hours of payment approval.  Gift certificates are available only in Malaysian Ringgit (MYR).

Q: How do I check the status of my order?

A: You can login to your account with your login and password to check your order status.  In addition, you will also receive email notifications from us once your order has been confirmed, once your payment is acknowledged and when your order has shipped.

Q: How do I cancel my order?

A: If you would like to cancel your order, kindly contact us immediately at sales@chicwear.com.my giving us your contact details and relevant Order Number. There will be a 25% cancellation fee imposed on cancellation requests for orders that have been paid and are being processed. Orders cannot be cancelled once they have been shipped.  

Shipping

Q: How much do you charge for shipping?

A: Delivery within Malaysia is free for all orders. For international orders, please refer to our Packaging & Delivery section for our shipping rates.

Q: Do you make deliveries to a third party?

A: Yes. We do facilitate delivery directly to your loved ones or to a different address. Please provide the appropriate shipping information at checkout.  You may also choose to have your order gift wrapped at a minimal fee of MYR10.00 per item.

However, please note that we do not deliver to P.O Boxes and hotel addresses.

Q: When will my order arrive?

A: Orders to be delivered in Malaysia usually takes 2-4 business days to arrive at the destination, once your payment has been received and your order confirmed. For international orders, please allow an additional 1-2 business days.

Q: Do you ship internationally?

A: Yes, we do!  However, although we do accept credit card transactions via our secure online gateway, we highly recommend Paypal payments for international orders due to security reasons. 

All international orders shipped outside of Malaysia will include a complete customs declaration.  We will fill out all the relevant customs documentation and will declare the full value of all items shipped, in accordance with legal requirements.  Please note that we will not mark any order as a gift, and you will be responsible for all import duties and taxes incurred by your purchase from Chicwear.com.my, where applicable.

Q: Will I be charged any taxes or duties for shipments outside of Malaysia?

A: Your order may be subject to import duties and taxes which are levied once your package reaches your country. We deliver your package with duties and taxes unpaid and cannot predict what your particular charges may be. If you do incur these additional charges, they must be settled by you in order to clear customs. Please contact your local customs office for more information on import duties and taxes. Please note that we declare the full value of the order on all packages shipped to outside Malaysia in accordance with legal requirements. 

Exchange

Q: What is your Exchange Policy?

A: We will exchange the item you purchased if you are not satisfied with your order or if the size does not fit. You may choose to exchange for a different item of the same or lesser value, or for the same item in a different size. We will only exchange each order once. The returned item must be in new condition, unused, unwashed, with all tags attached and in its original packaging.  You are responsible for all shipping charges for returning the item for a exchange.

Kindly note that this exchange policy does not apply to some of our lingerie items due to their intimate nature.  Lingerie items that abide by this exchange policy will have a clause stating "Exchange Policy applicable" on the product information page.

Q: How do I exchange my purchase?

A: If you would like to request for an exchange, kindly contact us immediately at sales@chicwear.com.my giving us your contact details and relevant Order Number for exchange authorization and further instructions. We will send you a new item upon return of the original item your purchased. Requests for exchanges must be made within 7 days from the receipt of delivery and the returned item must be in new condition, unused, unwashed, with all tags attached and in its original packaging.

Q: How do I return my item to you for an exchange?

A: Please send the original item purchased by to us at:

Versanista Solutions
P.O. Box 25
11700 Gelugor
Penang, Malaysia

For your information, the Malaysian national courier, Poslaju ships to P.O. Boxes.  Alternatively, you could also choose have the item sent via registered post.

You will be responsible for the shipping charges to return the item to us for an exchange.  Please note that we will not be held responsible if the item you return is stolen, lost or damaged in transit.

Q: Does your Exchange Policy apply to all your lingerie items?

No, our exchange policy does not apply to some of our lingerie items due to their intimate nature.  Lingerie items that abide by this exchange policy will have a clause stating "Exchange Policy applicable" on the product information page.

Refunds

Q: What is your Refund Policy?

A: We accept requests for refunds if you are not satisfied with your order. There will however be a 25% handling & processing fee imposed on refunds. Refunds are only valid for a period of 7 days from the receipt of delivery. The returned item must be in new condition, unused, unwashed, with all tags attached and in its original packaging.  You are responsible for all shipping charges for returning the item for a refund.

Kindly note that this refund policy does not apply to some of our lingerie items due to their intimate nature.  Lingerie items that abide by this refund policy will have a clause stating "Refund Policy applicable" on the product information page.

Q: How do I get a refund?

A: If you would like to request a refund, kindly contact us immediately at sales@chicwear.com.my giving us your contact details and relevant Order Number for verification and further instructions. We will refund your order upon satisfactory return of the item you purchased. Requests for refunds must be made within 7 days from the receipt of delivery and the returned item must in new condition, unused, unwashed, with all tags attached and in its original packaging.

Q: How do I return my purchase to you for a refund?

Please send the original item purchased by to us at:

Versanista Solutions
P.O. Box 25
11700 Gelugor
Penang, Malaysia

For your information, the Malaysian national courier, Poslaju ships to P.O. Boxes.  Alternatively, you could also choose have the item sent via registered post.

You will be responsible for the shipping charges to return the item to us for an exchange.  Please note that we will not be held responsible if the item you return is stolen, lost or damaged in transit.

Q: How is the refund sum calculated?

A: Refunds are calculated based on the gross order value excluding charges for gift wrapping service and delivery. The refund sum is 75% of this amount.

Q: How are refunds paid?

A: If you paid by credit card, we will make the refund through your credit card. However, if refunds are not accepted by your credit card issuer or if you paid by direct deposit, fund transfer or check, we will send you a check made out to the name appearing in the Billing Information. Refunds by credit card refunds and checks are denominated in Malaysian Ringgit (MYR).  If you paid via Paypal, we will issue you the refund through your Paypal account.

Q: Does your Refund Policy apply to all your lingerie items?

No, our refund policy does not apply to some of our lingerie items due to their intimate nature.  Lingerie items that abide by this refund policy will have a clause stating "Refund Policy applicable" on the product information page.