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| FAQ |
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| 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. This exchange policy does not apply to our Dreamgirl and Fantasy collections due to their intimate nature.
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| 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 Sales 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.
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| Q: |
How do I return my purchase to you if I want an exchange? |
| A: |
Please send the original item purchased by courier service or registered post to our Operations address. |
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| Q: |
Does your Exchange Policy apply to every item? |
| A: |
No. Our entire Dreamgirl and Fantasy collections are excluded from our Refund Policy due to their intimate nature. These items are non-exchangeable. |
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| 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.
This refund policy does not apply to our Dreamgirl and Fantasy collections due to their intimate nature.
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| 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 Sales 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. |
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| 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. |
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| Q: |
How are your 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 other means, we will send you a cheque made out to the name appearing in the Billing Information. Refunds are denominated in Ringgit Malaysia. |
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| Q: |
Does your Refund Policy apply to every item? |
| A: |
No. Our entire Dreamgirl and Fantasy collections are excluded from our Refund Policy due to their intimate nature. These items are non-refundable. |
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| Q: |
How do I return my purchase to you if I want a refund? |
| A: |
Please send the original item purchased by courier service or registered post to our Operations address. |
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| Delivery |
| Q: |
Do you deliver worldwide? |
| A: |
Yes. We accept international orders and deliver worldwide. |
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| Q: |
What are your delivery or shipping rates? |
| A: |
Delivery within Malaysia is free for all orders. For international orders, please refer to our Packaging & Delivery section for our shipping rates. |
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| Q: |
Can you deliver my order 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. |
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| Q: |
How long does it take to deliver my order? |
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Local delivery usually takes 2-4 working days once your payment has been received and your order confirmed. For international orders, please allow an additional 1-2 working days. |
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| Q: |
If I request delivery of my order to a loved one, how will she know who it is from? |
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We always enclose a Delivery Order specifying the billing and shipping information as well as the order details. Pricing information is however not disclosed. |
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| Q: |
Will I be charged additional duties or taxes for shipments outside Malaysia? |
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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.
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| Shopping |
| Q: |
Where can I find sizing information? |
| A: |
Click on the Size Chart link at the top menu. |
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| Q: |
How do I retrieve my lost password? |
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Click on the Login link at the top menu followed by the Forgot Password link. Enter your email address registered with us then click Submit. Your password will be sent to this email address. |
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| Q: |
Can you gift wrap my order? |
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Yes. We provide an option for gift wrapping at checkout. The charge for gift wrapping is RM10.00 per item. |
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| Q: |
Do you have an actual boutique where customers can view and try your collection? |
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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. |
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| Q: |
Can I make a purchase without registering as a customer? |
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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. |
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| Q: |
Can I place an order by phone or email? |
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If you encounter problems placing your order online, we would be glad to take your order by phone or email. |
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| Q: |
Do you send notifications regarding my order by post? |
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No. All notification and communication regarding your order are sent by email only. |
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| Q: |
How can I check the status of my order? |
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Sign in to your account, click on the My Orders link at the top menu then select the appropriate order you wish to check. |
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| Q: |
How do I cancel my order? |
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If you would like to cancel your order, kindly contact us immediately at sales@chicwear.com.my giving us your contact details and relevant Sales 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 sent for delivery.
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| Q: |
Do you return excess payment for purchases? |
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No. We therefore request that you are careful to pay us the exact amount necessary for your purchase. |
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| Q: |
If I make an order for a few items, can I choose to only gift-wrap some of them? |
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No. If you would like to gift-wrap only certain items but not the rest, you will have to place 2 separate orders - one with gift wrapping and one without. |
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| Q: |
Do you have ready stock for all your items? |
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All our items are in-stock unless you are notified by our system otherwise. Our shopping cart system will not accept orders for out-of-stock items. |
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| Advertising |
| Q: |
How can I unsubscribe from receiving advertising and promotional emails? |
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Sign in to your account, click on the My Account link at the top menu, deselect the option to receive news from us and then click Submit. You will be removed from our mailing list. |
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| Q: |
Do you send advertising and promotional news by post? |
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No. All advertising and promotional news are sent by email only if you have chosen to receive them. |
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| General |
| Q: |
How long does it take for you to reply email enquiries? |
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Emails are normally replied within a couple of hours. We try our best to respond immediately. |
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| Q: |
Does the Password required during New Account Registration refer to my email password? |
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No. This is your unique password created for use only at this website. |
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| Q: |
Nothing happens when I click on the left menu options and other links. Why am I unable to browse your site? |
| A: |
Sometimes, the unique security settings on your computer prevents you from accessing our site freely. Unfortunately, we do not have a universal solution to this problem. We suggest you try accessing our site using another computer instead. |
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| Payment |
| Q: |
What are the payment options available to pay for my order? |
| A: |
You can pay online immediately at checkout by credit card (Visa or Mastercard) in either Ringgit Malaysia (RM), US Dollars (USD) or Singapore Dollars (SGD). Malaysia customers can also choose to deposit/transfer funds directly to our Maybank account or send us a cheque by post. Please click the Payment Methods link at the top menu for more information. |
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| Q: |
Can I transfer funds online from my Maybank2u account to your Maybank current account? |
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No. Maybank does not allow online transfer of funds from Maybank2u to its corporate current accounts. |
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| Q: |
How do I deposit/transfer funds to your Maybank account? |
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To deposit/transfer funds into our Maybank account, you will either have to make a deposit over the counter at any Maybank branch, use a Maybank cash/cheque deposit machine, transfer funds from your Maybank account via any Maybank ATM or request a GIRO transfer from your account with another bank. |
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| Q: |
What is the exchange rate between Ringgit Malaysia (RM) and US Dollars (USD)? |
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The exchange rate fluctuates slightly every day and is determined by WorldPay. The approximate exchange rate is displayed at the top right corner of our website. |
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| Q: |
Why is my credit card payment declined? |
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We do not have access to information regarding your credit card status. Please check with your credit card issuer to determine why your credit card payment is declined. |
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| Q: |
I am having trouble paying by credit card. Why do I receive an error message when I click to proceed with payment during checkout? |
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This problem may be due to the unique security settings on your computer or the network connection. Unfortunately, we do not have a universal solution to this problem. Please try using another computer instead or contact us for assistance in placing your order. |
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| Copyright © Capxion Sdn. Bhd. 2006-2007. All Rights Reserved. |
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