FREQUENTLY ASKED QUESTIONS
GENERAL INFORMATIONI placed an order but never received an order confirmation.
Thank you for your order! You should receive an order confirmation upon placing an order with us. If you have not, peek over to your junk/spam folder. Still can’t find it? Drop us a line here so we can be of assistance.Can you customise a garment for me?
Unfortunately, we do not take made to measure orders of our garments for customers at this moment in order to keep our prices affordable.How do I find out more about a garment I want to buy?
We understand how important it is for a garment to fit and feel right, so we take the time to explain the fit, material and style of our pieces on each items page. Although, if you still have any questions relating to any one of our garments, feel free to contact us here and we will be more than happy to advise you.Do you offer gift wrap?
Of course! All of our packages that are shipped out are wrapped as a gift. We could include a personalized note upon request. Just remember to include your message in comment box below your cart before checking out so we know that it is a gift.I would love to collaborate/interview/work with you, how can I get in touch?
Sounds like a ton of fun! Drop an inquiry with us here and we'll get back to you as soon as we can.
PAYMENTDo you accept credit cards?
We accept all major credit cards and online money transfers via our payment processing partners, PayPal and iPay88. Please be advised that all your transactions are done securely on their website and we do not retrieve or collect your credit card details.Can I do a bank transfer instead?
Yes you can do bank transfer online via iPay88 (Malaysian bank accounts only).
Click on the ‘iPay88’ option and you will be redirected to iPay88’s secure page and just follow their instructions to continue with your payment. No payment proof needed :) More information on iPay88 here.How do I use my discount code?
A discount code? Lucky you! When you are ready to checkout, just hit the 'Checkout' button and you may enter your discount code in the space provided and hit 'Apply'. Your bill will then tally accordingly.
*Discount Codes are not applicable on Sale items
To which countries do you deliver and how long does it take to receive my order?
We ship locally and internationally.
- We got you covered! Shipping is on us for deliveries to Peninsular and East Malaysia.
- Goods are typically delivered within 3-5 business days. (For pre-orders, the goods are shipped out on/after the mentioned date in the item's description)
- Once the order is out, a delivery confirmation email containing a tracking code will be sent to you which can be used to track your package.
- Please double (and triple) check your billing and shipping address when placing an order as we are unable to reroute packages.International Orders:
- We offer low international shipping rate to countries around the world.
- All international orders will receive a tracking code via email once the goods is shipped. Please note that international tracking information is not updated as frequently as domestic shipments.
- The goods are typically delivered within 10-18 working days from the order date. (For pre-orders, the goods are shipped out on/after the mentioned date in the item's description)
- Customs and import duties are levied by the receiving country and are therefore the buyer's responsibility.Can you rush ship my order?
We understand that there are occasions where you really, really want to wear something special.. And waiting 3 to 5 business days for it to come in just won't do. We've all been there!
Let the #WhimsigirlElves know and they'll try their very best to work something out for you!
Can I track my order?
Of course you can! After an online purchase is made, we will ship your parcel as soon as we can (usually within one working day). Once the shipment is out, you will be notified via an e-mail containing a tracking code. You may then use the code to track your order from the link provided in the e-mail. Please wait for at least 24 hours after the item(s) have been sent/posted for tracking details to be available.
EXCHANGESCan I return or exchange and item I purchased?
Unfortunately we do NOT offer cash refunds at this time. But we are more than willing to assist you should require an exchange in size. In cases where the preferred size is out of stock, we can offer store credit of the same amount within 14 days of receiving your package.
If your exchanged items is of greater value than the original item, you will be charged for the difference. However, if your exchanged item is of lesser value, no refunds will be credited for the difference.
Visit our Shipping and Returns page for more information.Can I change/cancel/add to my order after it is placed?
At Whimsigirl, all purchases made are final and there is a strict no return/refund policy.
However, customers are allowed to make an exchange, no questions asked, within 7 days from arrival of package. All products must be presented in their original packaging, not used, in saleable condition accompanied by the original receipt or a printed e-mail receipt.
In some situations, we can combine multiple orders to save on shipping costs. To combine multiple orders, contact us here as soon as possible after placing your order.
If you need to make a slight change to your shipping address, feel free to drop us a line here. We are able to change the address as long as the package has not left our studio. Unfortunately, if the package has already been shipped out, we will not be able to reroute it.
Please see our Shipping & Returns policy for more information.What should I do if I receive a faulty item?
Oh no! We're so sorry about that.
At Whimsigirl, our aim is to provide you with quality garments and top notch service at all times. However, if you've received a faulty item from us, do contact us directly here to reach out to the #WhimsigirlElves to give you a hand in sorting the matter out.