FREQUENTLY ASKED QUESTIONS

RETURNS & EXCHANGES POLICY

HOW TO EXCHANGE / RETURN IN 3 STEPS

1) Contact Us

Contact our customer service by emailing personalshopper@melindalooi.com/ Whatsapp 012-2940298 to reserve your exchange piece or let us know your details to refund
(Full Name, Bank, Account Number, Order Number)

2) Pack Item
  • All items must be unworn, unwashed, unaltered and in its original condition with tags attached.
  • Fill in Return / Exchange section of tax invoice (which came with your shipment).
  • Pack items and above mentioned tax invoice into a shipping envelope. 
  • Fill up the courier label and paste on top of the parcel.
3) Post the parcel using any courier service are accepted.

Drop off the parcel at the nearest courier services hub.

You will be notified once your parcel have been received and processed through email or whatsapp.

TERMS & CONDITIONS OF RETURN/EXCHANGE
  • All returns must be send back within 7 working days.
  • There will be NO EXCHANGES or REFUND for any sale items example, (Merdeka sale, Pay day Sale, 11.11 Sale, End of season sale) & etc.
  • All refunds will be in the form of store credit only.
  • Items must be in its original condition (tag intact, unworn, unwashed and unaltered). Exchanges for items which do not meet all mentioned conditions will be duly declined. 
  • Returns can only made one time per order number. Meaning that any order made with return credit cannot be returned the consequent time.
  • The Return department will get back to you once a return item is received by us and we will email your credit voucher once the item is received. This normally takes 2-3 working days .
  • All returns which do not meet the above-mentioned criteria will be strictly declined and forfeited. 
  • Any courier service are accepted. Strictly no walk-ins for returns
  • If the item does not fit, you can always email us to exchange the item to another size, subject to our stock availability. If you have any other enquiries or feedback, please do not hesitate to email us at personalshopper@melindalooi.com .
  • Our working hours are weekdays from 10am to 7pm. Emails sent outside these hours will be replied in the morning of the next working day. Rest assured any enquiries will be answered.
  • Customers can exchange if any damaged/wrong/faulty items (apart from sale items) within 7 days of receipt date for an exchange of that item. Any delay will not be entertained and item(s) will be returned back to the customers. There will be no refund once the customer has made a payment.
  • We take great measures to ensure our product quality but sometimes things go wrong during delivery. Please help us take a photo of your item (the part that is faulty) and include a short description along with your order ID and email personalshopper@melindalooi.com We will exchange your item for a new one and we will bear all delivery cost to return the faulty product to us (in the form of credit voucher) and resend the new product to you. In the event your faulty item is out of stock, we will reimburse you monetary refund or replace with another code which has same value of total faulty/damage items received.
  • MELINDA LOOI will only accept items in their original condition. MELINDA LOOI will not be responsible for returns that do not reach us and hence, we recommend you insure your parcel for its appropriate value.We will then ship the correct/non-defect item back to you at no additional cost. We will be responsible for the returning shipping fee and the shipping fee from you to MELINDA LOOI .

SHIPPING

SHIPPING PROCESS

  •  All shipping charges will be calculated and shown automatically when your check out.
  • DHL (for Cash On Delivery Orders) is only available in West Malaysia. 
  • Once payment is made, MELINDA LOOI will process your order within 24 hours (working day) and will ship within the next 48 hours (working day) by POS LAJU East Malaysia & DHL for West Malaysia
  • Shipments outside of Malaysia will be shipped with POS LAJU.

SHIPPING TIME & COST

COUNTRY

SHIPPING FEE*

TRANSIT  & DELIVERY TIME **

Malaysia

 

FREE

 

3-5 working days

Singapore, Brunei & Indonesia

  RM55

7-14 working days

 

China, Hong Kong SAR China, Macao SAR China, Philippines, South Korea, Taiwan, United Arab Emirates

 

RM88

 

7-14 working days

Rest of WORLD RM250.00 7-14 days (varies by country)

 

 

 

 

 

 


* = Please note the international delivery charges do not include any applicable importation charges, taxes and duties by customs in the country where the order is to be delivered. You are responsible for such taxes and duties.
** = Indicated transit times are subject to custom clearance.

IMPORTANT - SALES DELIVERY TIMES: During sales period, please allow 3- 4 days for the fulfilment of the orders, given the massive increase of orders being processed. The parcel will be delivered in 7 to 10 working days. Once shipped out, you will get a email confirmation.

IMPORTANT - MERDEKA & HARI RAYA SEASON DELIVERY TIMES: Any sale event on the website will be process on the next working day. Parcel will be delivered in 7 - 9 days after it has been processed.

 

TRACK YOUR SHIPMENT

POSLAJU TRACKING - Track your shipment using your Poslaju's tracking number on Poslaju's website HERE.

DHL - Track your shipment using your DHL's tracking number HERE

 

  

PAYMENT METHOD 

 

iPay88 Payment Gateway (TEMPORARILY NOT AVAILABLE, PLS USE PAYPAL OR DIRECT TRANSFER)

iPay88 is a leading regional Payment Gateway Provider in South East Asia, enabling online purchases to be paid physically with cash at popular retail chains, outlets or via online using global credit cards, debit cards, charge cards, e-banking, and e-wallets.

iPay88 - Affiliate Banks & Cards Include:

 

*NOTE: ALL PRICES ARE IN MYR. CHARGES ARE PAYABLE IN LOCAL CURRENCY AND CHARGE ACCORDING TO DAILY EXCHANGE RATE. 

 

PAYPAL

PayPal is one of the world's largest Internet payment companies and part of Ebay Group.

PAYPAL - Payment Cards Include:

*NOTE: ALL PRICES ARE IN MYR. CHARGES ARE PAYABLE IN LOCAL CURRENCY AND CHARGE ACCORDING TO DAILY EXCHANGE RATE. 

 

Direct online transfer / Bank in

1) Bank-in the exact amount into our below account and include the 4-digit order number starting with # in the bank-in form:

Name: Mellooi Creations Sdn Bhd
Bank: Public Bank Berhad
Account No.: 3120909515
BankDetails : Public Bank Berhad
Bank Address : 36&38 Jalan Maarof, Bangsar Baru, 59100 Kuala Lumpur Tel : 0060-(3)-2282 8930
SWIFT : PBBEMYKL

2) Please send us a photo/scan of your payment confirmation to personalshopper@melindalooi.com / whatsApp at 012-2940298 with your order number within 48hours.

3) Once we have confirmed the payment on our account we will send out your shipment.  


Cash On Delivery ( Delivered by DHL) - Malaysia Only 

All payment made by Cash On Delivery will be delivered by DHL. Please pay the exact amount to the DHL Team Member once you receive your parcel.

Please note however that you are unable to return your parcel to DHL Team Member once you have received your parcel.

If you would like to return your parcel, do contact us at personalshopper@melindalooi.com or please refer to our RETURNS & EXCHANGES POLICY  on more information.

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