Responsibility
Returned items are your responsibility until they reach us, so make sure they are packed up properly and cannot get damaged on the way.

As the parcel remains your responsibility until it arrives back with us, ensure that you get proof of postage in case you need to contact us about your return.

We are not responsible for any items that are returned to us by mistake. If we are able to locate the items and you would like these returned to you, shipping cost are borne by the customer.

Fair use
If we notice an unusual pattern of returns activity that does not sit right: e.g. we suspect someone is actually wearing their purchases and then returning them, ordering and returning loads or the items returned does not match what you ordered - then we might have to deactivate the account and any associated accounts. If this happens to you and you think we have made a mistake, please reach out to our Customer Representative Team at hello@whimsigirl.com

Please note, we reserve the right to take legal action against you if the items you return does not match what you ordered. 

Our returns are free and easy. Return request must be made thirty (30) days from the date of purchase at our Returns Portal to return your item(s). You can choose either exchange or refund, store credit or original payment method.

The return request for Leather Goods must be made within seven (7) days after you have received your order.

All item(s) must be unused, no foreign smell, have their original tags and in a saleable condition. All return request must include the order invoice.

Please allow seven (7) business days from the time we receive your return to be processed. Once it has been processed, you will be notified via email.

• For West Malaysia, we offer ONE free return only per order number. 
• For East Malaysia, we offer ONE free return only per order number. 
• For Singapore, we offer ONE shipping charges reimbursement only per order number in the form of store credit (Capped at RM25)

Return approval is at the discretion of our operations team and Whimsigirl reserves the right to deny any return that does not comply with our policy. Denied returns will be shipped back to the customer with shipping charges.

Exchanges
If you would like to exchange size, please opt for Return for Exchange at our Returns Portal.
If you would like to exchange other designs/colours, please opt for Return for store credit and place a new order.

Final Sale Policy
Items purchased during a sale are not eligible for return or exchange without exception and products are sold as is.

Shipping Errors
In the unlikely event that we process an order incorrectly, we will replace it or accept it for a full refund. We provide ONE free return for Malaysia and ONE shipping charges reimbursement for Singapore. Kindly contact our customer service team and they will assist you.

Defective Product
To ensure your complete satisfaction with your purchase, please carefully inspect the product upon receiving before washing or wearing.

If the item has been washed, worn or has been altered, we may be unable to accept returns or exchanges for such defects.

Items Purchased At Other Locations
Whimsigirl products purchased at other online stores, marketplace or any other site selling Whimsigirl products may not be returned to us.

Pricing Error
We reserve the right to cancel any order in cases of pricing errors, system malfunctions, or technical issues.

If an order is affected by a pricing error, we will inform the customer, cancel the order, and issue a full refund.

Refunds due to cancellations from pricing errors will be processed within fourteen (14) working days, depending on the payment provider’s processing time.

If you have received a faulty item from us, please contact our Customer Representative Team via live chat or email them at hello@whimsigirl.com and they will sort out any challenges immediately.

If you have made a purchase from us, you can head on over to our physical location for an exchange. Please note that this is subject to stock availability, so make sure to visit us as soon as possible or you may contact our Bangsar or KL East Store Team for inquiries.

To process your exchange smoothly, we kindly request that you prepare the following:

1. Receipt of payment: This will help us verify your purchase and ensure a hassle-free exchange.
2. Order number: Providing us with your order number will assist us in locating your transaction quickly.

All item(s) must be unused, no foreign smell, have their original tags and in a saleable condition

You may initiate a return/exchange process here. As soon as we receive your return/exchange request, we will process it swiftly. All exchanges however, are subjected to stock availability at time of request.

You will get an email to help you with the exchange procedure once your request has been granted.

You may opt for a physical exchange at our store in Bangsar Village 2 (UGF22-23) or KL East (G1-16) if you are in Klang Valley, subject to stock availability at the time. For a speedy process, please provide your full name and order number (#12345).

In-store purchases must be physically returned at a Whimsigirl store and cannot be shipped to our HQ or Whimsigirl store.

Whimsigirl is not responsible for returns shipped to our HQ or Whimsigirl store.