What are the benefits of creating an account?
By creating an account you can:
- Quickly see your previous orders
- Reprint order documents
- Leave reviews
- Save address details to make your next order simpler
- Subscribe to our newsletter
I have forgotten my password - how do I log in? "No problem. Just go to our login page.
Type your account email address in the box provided and select the 'reset password' button. We'll send a link to your email address to create a new password. If you're still having problems, contact us."
How do I change my personal details or email address?
To change any of your details, please log in to your account. Then select to edit your details.
How do I leave a review?
"You can only rate your purchased item. If you're not logged in, click My Account and goes to Order history to view the past purchased item. From there, you may leave your review and rate the item. Click submit"
Ordering & Payment
How many items can I purchase in a single order?
Orders are limited to eight items, up to a value of SGD 1000 (you are also restricted to ordering two items of the same style and colour). If you have any problems with placing an order contact Customer Care on our contact us page.
What payment methods can I use?
We accept Visa Debit, Visa Credit, Mastercard and AMEX.
What should I do if my payment is refused when placing an order?
If your credit or debit card has been refused, you can re-submit your order using a different card. For details on why your card was refused, please contact your card issuer.
What are your delivery charges?
If there is any delivery charges, it will be shown at the check out page.
Can I have my shoes delivered to a different address to my billing address?
Our delivery options allow you to have your order delivered to any address that is within Malaysia and not within the restricted zone.
Can I amend or cancel my order?
Please contact our customer service officer by using the contact us form if you need to change or amend your orders after the order have been placed. It's not always possible to change or cancel an order once it has been placed, if your order has already been processed in our system, you will need to follow our returns procedure to obtain a refund.
Can I track my order?
Yes you will be able to track your order once it has been processed and dispatched out. Please refer to your email confirmation on more details.
How do I track my order?
Once your order is being processed, you will receive an email with tracking details to track your order.
What happens if I’m out when you deliver?
If you are not at home when we deliver your parcel, you will be able to arrange for a redelivery with us. We will be able to offer up to a maximum of 2 free redelivery attempts. Additional charges may apply for the 3rd redelivery.
My order has taken longer than five days to be delivered - why is this?
Your order may have been delayed due to an unforeseen delivery issue. You can see the status of your order by tracking your parcel with the tracking information provided to you. You may also contact our customer service using the contact form for more information on your parcel.
Can I divert the delivery of my order to a different address?
If you would like to divert your delivery or order to a different address, please contact our customer service. If your order have already been processed, we might not be able to divert your parcel.
Returns & Refunds
What is your returns policy?
If you're not satisfied with your item(s), you can return them free of charge for a full refund within 14 days of receipt. Items must be unworn and in their original condition, and you must have your receipt and/or delivery documents as proof of purchase. We are unable to accept returns or refunds due for item(s) that are on discount.
How long do I have to return my items?
In order to receive a full refund you will need the return the items in their original condition within 14 days.
How do I return my items?
Please contact our customer service officer by using the contact form if you would like to request for a return. Items must be unworn and in their original condition with packaging all intact, and you must have your receipt and/or delivery documents as proof of purchase.
Will I receive a notification when you have refunded me?
You will receive an email notification once your refunds have been processed.
How long will it take for you to refund me?
If the item(s) you return meet our criteria for returns, we will process the return as soon as we receive the item(s) back in our warehouse. Please allow up to 30 days for the payment to be credited back to you. Items must be unworn and in their original condition, and you must have your receipt and/or delivery documents as proof of purchase.
What happens if I return something I ordered and paid for in store?
We are only able to process returns that is bought from our store online locally.
My goods have arrived faulty, how do I get a refund?
You can contact our customer service by sending us an enquiry on the contact form and our customer service officer will get back to you as soon as possible.
I bought a pair of shoes at their full price but the day after they went into the sale – can I get the difference refunded?
No. Once an item has been ordered the price is fixed.
I bought two items as part of a 'buy one get one half price' offer – if I want to return one of the items how much will I be refunded?
For a full refund you will need to return both items. If you are only returning one item, please see the terms & conditions for that offer for full refund information.
I have a promotional/coupon code, where do I enter it?
To apply a coupon code/discount to your order, the code must be entered into the Promo/coupon code field located underneath your order. This is a box on the final order review page before clicking the ‘Proceed to Payment’ button and will require the ‘Apply’ button to be clicked once entered.
My promotional code has not worked on my home delivery order, how do I apply this?
Please check the terms and conditions of the promotion to make sure your basket is eligible for the discount and the discount code is still valid. Once an order has been placed we are unable to add a promotional code to it.
Complimentary Ang Bao Terms & Conditions
Exclusive Ang Bao will be given with purchase of any regular price items. While stocks last. Valid from 16 January 2020 to 5 February 2020.
30% Off Boots Terms & Conditions
Exclude items from Clarks Originals. Valid from 16 February 2020 to 29 February 2020. Discounts cannot be combine with other promo code. While stocks last.