FAQ’s

1. Ordering @MYLOSHOP.COM

2. Returns & Exchanges

3. Shipping & Delivery

4. Payment Options

5. Sizing

ORDERING @ MYLOSHOP.COM

How do I order on MYLOSHOP.COM?
5 SIMPLE STEPS:

1. Our products are grouped in these categories - “Tops, “Dresses”, “Bottoms”, “So Lush” and “Swimwear” and “Accessories”. Select the category by clicking on any of the buttons, for example, “Dresses”

2. You can then choose to view the items based on price, colour or size. 

3. Select the product you would like to view in more detail – there are various pictures and a detailed description for all items. 

4. To purchase a product, choose the required size and quantity and click “Add to shopping cart”

5. Checkout once you’re happy with your selections by following the on-screen instructions. We’ll then deliver your items on the same day if you order before 10 AM!

Can I check my Order Status?
When you make an order, a confirmation email will be sent out to your stated email address immediately. 
Once we’ve dispatched your item, another email will be sent to you.
Should you not receive any of the confirmation emails, it may be because your email address is invalid. 
Please log onto your account on WWW.MYLOSHOP.COM (your MYLOSHOP.COM account) and check the status of the order.

Can I modify or cancel my Order?
Unfortunately you will not be able to modify or cancel your order as we ship almost immediately when we receive payment for the order. This is so that your items arrive to your doorstep in the quickest possible way.

Can I order by phone?
Sorry, currently we are unable to process orders by phone.

What are domestic orders and international orders?
Domestic orders are orders placed or to be shipped to addresses within Malaysia. 
International orders are orders placed or to be shipped to all other addresses outside of Malaysia.

RETURNS & EXCHANGES

Do you offer refunds for returns?
For non-sale items, we do offer refunds for returns.

As long as we receive the returns in perfect condition (i.e in original packaging, tags intact, unworn and with hygiene strip for swimwear) and within 21 days of the invoice date, we will happily offer you either:

1. an exchange; or

2. a refund; or

3. a credit to your MYLOSHOP.COM account.

In the interests of hygiene we do not offer refunds on pierced jewellery, or underwear or swimwear if the hygiene seal has been removed, unless they are of unsatisfactory quality or unfit for purpose. Please also note that items must be returned with all original packaging intact.

See below for our exchange policy.

How soon will I get my refund?
The refund will be processed once your items are received into our warehouse. This would typically take about 5-10 working days for returns from Malaysia, and 10 to 15 working days for returns from outside of Malaysia.

Please note that it may take 2-3 working days for the refunds to show in your account. Each item returned is refunded separately, and will show on your statement as a refund / credit from MYLOSHOP.COM. You will be refunded on to the card that the goods were purchased with. If your card expires before we process your refund please contact our customer services team with your order.

How soon will I get the credit to my MYLOSHOP.COM account?
Once the returned items have been inspected, we will credit your MYLOSHOP.COM account. This should be within 3 working days from when we receive your returned item.

Do you offer exchanges?
As long as we receive the returns for exchanges in perfect condition (i.e in original packaging, tags intact, unworn and with sanitary strip for swimwear) and within 21 days of invoice date, and we still have stock of your desired size or colour, we will provide an exchange for you.

Any exchanges are subject to availability of stock. If the item that you would like to exchange for is out of stock, then we will either offer you a full refund, or credit your MYLOSHOP.COM account for the purchase price of your item. We will check with you, what your preference is, prior.

In the interests of hygiene we do not offer exchanges on pierced jewellery, or underwear or swimwear if the hygiene seal has been removed, unless they are of unsatisfactory quality or unfit for purpose. Please also note that items must be returned with all original packaging intact.

Exchanges would usually take between 7-10 working days for domestic orders, and 10-15 working days for international orders from when we receive your returned item.

Please note that we can only provide you with ONE exchange per item purchased.

Where should I post my returns to?
Please send your returned items via registered post and keep your proof of postage in case it gets lost.

If the returned item is lost in post, then we cannot be held responsible for this.
Please post all returns to:

MYLOSHOP.COM (RETURNS)
10 Jalan 13/7
40100 Shah Alam
Malaysia

SHIPPING & DELIVERY

Do you ship internationally?
YES!! Other then Malaysia, we currently offer shipping of our products to Australia, Brunei, Canada, France, Germany, Greece, Indonesia, Hong Kong, Japan, New Zealand, Norway, Singapore, Spain, Sweden, Switzerland, Netherlands, United Kingdom & USA.     

Do you ship to PO Box addresses?
Sorry but we cannot ship to PO Box addresses as all our shipments require a signature upon receipt.

Can I change my delivery address after I have placed an order?
If you notify us of the change in delivery address as soon as your order has been confirmed, we may be able to accommodate your request. But please note that we cannot guarantee this; for example, you may have placed your order too close to the cut-off time of 10 AM and so your order may have shipped.

We will be unable to change a residential delivery address to a business delivery address once the order has been shipped or dispatched.

What are my shipping options?
Standard Delivery

• Standard Delivery orders placed before 10 AM (GMT +8 hours) from Mondays to Fridays, (not including public holidays) will usually arrive on average, within 5-7 working days for domestic orders; and may take up to 10 working days for international orders.

• The Standard Delivery will be by Registered Post for international & PosLaju or Registered Post for orders within Malaysia.

• This service will be provided by Pos Malaysia.

Express or Same Day Delivery

• Express delivery orders placed before 10 AM (GMT + 8 hours) from Mondays to Fridays, (not including public holidays) will usually arrive within the same day for domestic orders (for orders within Klang Valley only); and about 4-6 working days for international orders.

• This service will be provided by PosLaju.

How much are shipping and handling costs?
The following are shipping costs for both standard and express delivery:
   

Destination	Standard Costs Under RM 200	Standard Costs Over RM 200	Express or Same Day Costs
DOMESTIC - MALAYSIA & SINGAPORE	FREE	FREE	RM 25 delivery charge for orders under RM300; RM50 for orders over RM300
INTERNATIONAL - ASIA PACIFIC (Australia, New Zealand, Indonesia, Hong Kong, Japan & Brunei)	RM 20 delivery charge	Flat rate RM 30	RM 50 delivery charge
INTERNATIONAL - EUROPE (France, Germany, Greece, Netherlands, Norway Spain, Sweden, Switzerland, UK )	RM 35 delivery charge	Flat rate RM 30	RM 100 delivery charge
INTERNATIONAL - NORTH & SOUTH AMERICA	RM 55 delivery charge	Flat rate RM 30	Express delivery is not available.

Special Shipping Rates:
Orders shipped to Malaysia and Singapore – Free Standard Delivery for purchases above RM 200.

How do I know my item has shipped?
Once your item has been shipped, a shipping confirmation email will be sent to you, detailing:

1. The person the order will be shipped to;

2. The shipping address;

3. The tracking number (if available – this will be applicable to orders shipped by PosLaju and registered post); and

4. Estimate date of arrival.

Can I track my order?
Yes – if you choose either registered post or express mail services (Pos Malaysia), we will provide the tracking details in the shipping confirmation email sent to you. The shipping confirmation email will be sent to you immediately after we have shipped your order. 
You will be able to track your packages online if you choose to ship via (click on the links provided):

Standard Delivery – choose registered post (Pos Daftar) – only for domestic packages
http://www.pos.com.my/V1/main2.asp?c=/v1/TrackTrace/PosDaftar/track.asp
Express delivery – choose ‘PosLaju’ from the following link:
http://www.pos.com.my/V1/main2.asp?c=/v1/TrackTrace/MainTrack.htm

How long will my order take to arrive?
We aim to deliver all orders within Malaysia and Singapore in the timescales shown in the below table. However, sometimes during sale periods or other busy periods, deliveries may take longer. If you have not received your delivery within five working days, please contact our Customer Services department.

Deliveries to the East Malaysia (Sabah & Sarawak) will take longer to arrive. During busy periods, please allow up to seven working days for delivery to East Malaysia and Singapore.

A signature is requested on delivery. If you are not in when our couriers first try to deliver and they cannot find a safe location to leave the package, they will leave a card, take your order back, and you will have to collect from your local Post Office.

When will my order be dispatched?
All orders placed before 10 AM will be dispatched on the day the order was placed. Any orders placed after 10 AM shall be shipped on the next working day.

Deliveries will be shipped from Mondays to Fridays, except Malaysian Public Holidays. We will notify our customers when there are such Public Holidays.

For all registered or express mail services, all receipts require a signature from the recipient so please ensure that you will be there to sign for the order. You may want to use your work address as your delivery address.

PAYMENT OPTIONS

How do I make payments online?
We accept the following payment options:
   

VISA		MASTERCARD
MOBILE MONEY		WEB CASH
PAYPAL		MEPS CASH
MAYBANK ONLINE		CIMB ONLINE
ALLIANCE ONLINE		HONG LEONG ONLINE
PUBLIC BANK ONLINE		BANK ISLAM
FPX		RHB BANK
EON BANK

All payment methods above are in compliance with:

   

Are online payments via MYLOSHOP.COM safe?
We place utmost importance on the security of your information. We use a reputable payment gateway system, iPay88, operated by Mobile88.com Sdn Bhd, an MSC status company established since 2006 in Malaysia. iPay88 is built to compliant with Malaysia's Payment System Act and PCI Data Security Standard.
IPay88 is secured and verified by 128-bit SSL encryption. This means that when you pay online by credit card, your transaction occurs over a secure Internet connection, and your information is encrypted. The secure connection protects your transaction, from the instant you enter your personal information to the moment you enter credit card information and receive payment confirmation. Transactions are transmitted using one of the strongest Secure Sockets Layer (SSL) protocols available. Your confidential information is encrypted so that it cannot be altered or embellished during transmission.

MYLOSHOP is 3D-Secure compliant. 3D-Secure is a XML-based protocol to allow authentication of cardholders of credit card companies in online credit card transactions. 3D was developed by Visa to improve the security of Internet Payments. It was adopted and is offered with the service name "Verified by Visa" (by Visa) and "MasterCard SecureCode" (by MasterCard). Under 3D authentication program, our customers will be redirected to their issuer bank page where extra password or security info needed for authentication after they entered Credit Card No, CVC/CVV2 and Expiry Date at Credit Card Payment Interface. Our customers will nee need to enroll for the authentication code with their issuer bank before any e-Payment, usually via bank's official page.

Be sure your browser has the most up-to-date encryption capabilities by using the latest version available from the manufacturer. You also can download some browsers for free over the Internet. When submitting your purchase information, look for the “lock” icon on the browser’s status bar, and the phrase “https” in the URL address for a website, to be sure your information is secure during transmission.

When will my credit card be charged?
Your credit card will be charged when your order is being processed for shipment.

Credit verification may be required and we shall contact you directly should we require additional information to successfully process the payment.

We will then send you an email with our bank account details for you to do the online transfer, or the bank deposit. We accept bank transfers or TTs to our bank accounts in Malaysia or Singapore. We will ask what your choice is prior to sending you our bank details.

Please ensure that you pay within 36 hours of making your purchase, or else, your order will be cancelled.

Please be mindful that when you bank in cash through the deposit machines, that you will only be able to use RM 50's and RM 10's and therefore the amount will have to rounded up. If you do end up depositing more into our account, fret not. Just send us a copy of the bank-in slip and we shall send you an e-coupon equal to the excess amount, so that you can use that for your next myloshop.com purchase.

SIZING

What are your sizing's like?
For each product on MYLOSHOP.COM, we endeavour to provide detailed measurements as we source from various suppliers who may not have consistent sizings.

We will also provide sizing based on the sizing chart below: