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Frequently asked questions
How do I place an order?
First step is to register with us as a member by clicking here. All you need to do now is browse! You can search for something specific by using the search bar or if you’re looking for a particular type of item you can browse by category located along the top of the page. Our latest items are located under the WHAT’S NEW category link and you can filter your search by size and colour. Once you have found the item you want, select your size and click on the ADD TO CART button. You can either click on the Continue shopping button or review the items in your cart by clicking on View cart & checkout. If you’re happy with the items in your shopping bag, click PROCEED TO CHECKOUT to complete your order. If you have a discount code you’d like to use, key it in the box provided before checking out.
What do I do if there’s a problem with my order?
Our customer service representatives are more than happy to help you. Email us at firstname.lastname@example.org or call 0377329797.
What payment methods do you accept?
You can either pay by:
– Online banking (FPX)
– Credit & Debit Card (Visa & Mastercard only)
All our payment gateways capture payments in Malaysian Ringgit. If you check out in a currency other than your credit card’s currency, you may be subject to a currency-conversion fee from your card issuer. We recommend consulting your credit card provider for information on any applicable fees.
I couldn’t proceed with payment and my order status is Pending. How do I proceed?
Kindly contact us immediately via email, call or live chat and we’ll assist in canceling your order so that you can place a new one. We’d ask for your kind assistance not to bank in/transfer the amount to our bank account as we can’t guarantee the item you purchased is still in stock. In the case that you made a payment manually, we will have to refund you in store credit.
Can I cancel my order?
Yes, you can but you will need to call us on our hotline as soon as possible so that we won’t process your order. Kindly note that all refunds for cancellation will be in store credit. If it’s too late to cancel your order, we will need to ask you to return the items and you will be reimbursed in the form of store credit. Please find ‘Return’ section below.
Why was my order canceled?
In most cases, orders are automatically canceled if we do not receive payments from you via MOLPay/PayPal. However, if the amount has been deducted from your bank account, kindly email us at email@example.com and we’ll sort it out right away!
How do I add an item to my order after checking out?
You will need to make a separate order altogether.
I received my order, but one of them is missing. What do I do?
We are terribly sorry about that! Please email us your order ID and the item you did not receive to firstname.lastname@example.org.
I’ve received an incorrect item in my order. What do I do ?
We are terribly sorry about that! Please email us your order ID and the item you did not receive to email@example.com. You will then need to return the incorrectly received item back to us. Click here for information on how to return an item.
Do you restock items?
Some items are restock able. Whenever we get a restock, we will usually announce it in our newsletter, so it’s good to check frequently.
Can you let me know when an item has been restocked?
Unfortunately, we are unable to do so. Sorry! We usually announce restocked items in our newsletter and Instagram, so don’t forget to subscribe and check frequently!
1. What is your returns policy?
To support the current restrictions in place due to COVID-19, we have extended the return timeframe and returns are accepted if returned within 60 days of receipt (for local and international orders) in exchange for Asly Store Credit only. Only clothes that are unworn unaltered, unwashed and in its original packaging with returns label still attached can be returned/exchanged.
For exchanges, kindly indicate the new size/color you’d like to exchange with in the return form. If the item requested is not available in stock, we will have to give you store credit instead. If you’d like to exchange to a different item altogether, we will first refund you in store credit and you may place a new order for the item.
Beauty products, stationery, intimates, swimwear, accessories (including jewelry, bags), headscarves (including inners), home and living products (including candles, diffusers) are non-returnable. Sale and markdown items are also non-returnable and non-exchangeable.
We do reserve the right not to allow the return of products or refund of any transactions although the condition above is met.
Please refer below for our terms and conditions:
– For full price items and items purchased with coupon or discount code the items is returnable and exchangeable
– Here are some list of items that are not returnable and not exchangeable: sale and markdown items, skincare and beauty products, stationeries, intimates, swimwear, accessories, including jewelry, bags, Head scarves and scarf inners.
*Only selected codes apply. Please inquire further at firstname.lastname@example.org for codes that are returnable
Items that are damaged, marked or altered will not be accepted. Any items returned under these conditions and/or fall under non-returnable categories will be sent back to the customer.
1. When can I get my order?
Monday – Friday, if you order before 4 pm you can collect the same day, after 7 pm at your selected store.
Anytime during public holidays, the item will be available at store next working day, after 6 pm.
2. If I choose Store Pickup?
Store Pickup is now available from Monday – Friday , excluding Public Holidays.
3. How will I know if my parcel is ready?
An SMS notification will be sent to you once your order is ready for delivery.
4. How long will the store hold my orders?
Yours orders should be picked up no later than 3 days from the date of your order. Failure to do so, your item will be returned back to our warehouse. If you would like it to be reshipped, do contact our customer service line at 0377329797 or email us at email@example.com.