Return & Refund
Can I exchange at the store?
If you have made a purchase from our store, 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 Whatsapp our Bangsar Store team at 011-5404 3844 for stocks inquiries. To process your exchange smoothly, we kindly request that you bring along the following:
- Receipt of payment: This will help us verify your purchase and ensure a hassle-free exchange.
- Order number: Providing us with your order number will assist us in locating your transaction quickly.
Please note that all items must be unused, unworn, no foreign smell and have their original tags attached. Our friendly staff will be more than happy to assist you in finding the perfect replacement item. We want you to leave our store feeling satisfied and excited about your new purchase!
Can I return or exchange an item I purchased?
We offer exchanges with Store Credit. If you would like an alternate size or style, please request a Store Credit when creating your return in our portal.
Alternatively, we suggest to purchase the size you need as soon as possible to secure the inventory and avoid the disappointment of missing out on your size in the desired item. You can then submit a return request for a Store Credit refund for your initial purchase.
We get it, sometimes something just doesn't work for you. Don't worry, as long as an item is still in its original condition, we accept returns, subject to the rules below, which includes rules around Fair Use. None of these rules affect your statutory rights.
If you return an item requesting a refund within 30 days of receiving it, we'll give you a full refund in Store Credit for the amount equivalent to the price you paid for them.
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.
- For West Malaysia, we offer ONE free return only per order number
- For East Malaysia, we offer ONE shipping reimbursement per order number in Store Credit.
- For Singapore, we offer ONE free return only per order number
CLICK here to start your return process!
We do not offer cash refunds at this time.
Face Mask are non-returnable due to safety and hygiene purposes
Returns in exchange for Store Credit
You may return any products in exchange for a Store Credit.
- You will have to submit a Return Request at our Returns Centre
- If your returns are approved, then your refund in Store Credit will be processed and an email will be sent to you within 7 working days
- Once your return item is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your request.
Exchange to A Different Size, Color or Design
Oops! if you have bought the wrong size or color, you may return them by submitting a Return Request at our Returns Centre, have your purchase refunded upon approval in Store Credit and you may then place a new order at your convenience.
Returns due to Damage, Defect or Incorrect Item Received
Oh bummer! We would like to sort out any issues with faulty items straightaway. As soon as you discover a defect, kindly click here or contact our Everyday Care Team with the following information:
- The order number (#12345)
- The faulty item's name and number
- A description of the fault
- A photo of the fault
Please note: if your item has become faulty outside of our 30-day returns timeframe, you won’t be able to create a return.
Responsibility & Fair Use
Returned items are your responsibility until they reach us, so make sure they're packed up properly and can't 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're not responsible for any items that are returned to us by mistake (it happens!). If we're able to locate the items (it's not always possible) and you'd like these returned to you, we may ask you to cover the delivery cost.
If we notice an unusual pattern of returns activity that doesn't sit right: e.g. we suspect someone is actually wearing their purchases and then returning them, ordering and returning loads - way, waaay more than even the most loyal Everyday Girl would order or the items returned don't 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've made a mistake, please get in touch with Guide Girl Care Team and we'll be happy to discuss it with you.
If your account has been deactivated and you need to make a valid return, contact our Guide Girl Care Team.
Please note, we reserve the right to take legal action against you if the items you return don't match what you ordered. -- and we don't want that!
Our returns are free and easy. We hope you will love everything that you order from us but if something isn’t quite right, you have up to thirty (30) days from the purchase date to return your item(s) for an exchange or refund to store credit for the order.
All items must be unused, unworn, no foreign smell and have their original tags attached. All items must be returned with the original delivery note.
For hygiene reasons, facemask cannot be returned or exchanged unless faulty.
Whimsigirl does not accept price adjustments.
Please allow 7 business days from the time we receive your return for it to be processed. We always try to be as fast as possible, but during busy periods (such as holidays and sales), it can take a little longer. Once we have processed the return, you will receive a return confirmation email.
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.
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 on our site.
Final Sale Policy
Items purchased during a sale are not eligible for return, exchange or credit without exception and merchandise is sold as is.
In the unlikely event that we process an order incorrectly, we will gladly replace it or accept it for a full refund. We provide ONE free return for Malaysia and Singapore. Kindly contact our customer service team here and they will assist you.
To ensure your complete satisfaction with your purchase, we kindly request that you carefully inspect the item upon receiving before washing or wearing it. In the unfortunate event that you discover any defects or issues with the product, we want to address them promptly and efficiently. However, if the item has been washed or worn, we may be unable to accept returns or exchanges for such defects.
Items Purchased At Other Locations
Whimsigirl Items purchased at other online stores, marketplace or any other site selling Whimsigirl merchandise may not be returned to us.
What do I do if I received 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 our Everyday Care Team directly here and we will sort out any challenges immediately.