Shipping

Q: I need my order by today. Do you offer same-day delivery?

A: Yes, we do! With an RM 15 delivery fee, you can get your outfit within the same day that you order! This is available to all KLANG VALLEY orders, placed before 2 PM, from Monday to Friday (excluding public holidays). 


Q: I am not always home to receive my parcels. Can I collect them myself?

A: Yes! You can choose to collect your parcels at your nearest cafe, pharmacy, Twenty3 store and more!

How To Collect (Available Malaysia-wide)

Step 1: Shop as usual and before checkout on the 'MY CART' page, select “Self Collection”.

Step 2: Select your nearest location from the list given.

Step 3: Complete checkout and payment as usual. No additional fee is charged for self pickup at our stores.

Step 4: You will be notified when the parcel is shipped out and when it has arrived at your selected location.

Step 5: Collect your parcel from your selected location. Your parcel will be held for 7 days upon arrival.

Self Collection

 

Q: What’s the shipping cost to my location?

A: All shipping charges will be calculated automatically when you check out based on your total order amount and your shipping country. Below are the rates for your reference, in MYR:

Minimum Purchase Amount <RM100 <RM100
>RM100
ETA (no. of working days)
MALAYSIA WM
7
EM
12
FREE

 

WM : 1-3
EM : 
3-5

 

<RM200 >RM 200 >RM500
SINGAPORE 20 FREE FREE

1-3

CHINA & REST OF ASEAN 80 80 FREE

3-5

JP, KOREA, WESTERN EU, ANZ 100 100 FREE 3-5
REST OF THE WORLD 150 150 FREE

5-15

 

Q: Do you offer free shipping?

A: Yes. You may refer to the table above for orders that are eligible for free shipping.  

 

Q: Can I get a refund on import duties?

A: Any import duties and taxes are charged once the parcel has reached the destination country and these charges must be paid for by the recipient of the parcel. Unfortunately, we have no control over these charges as customs policies vary from country to country. If you have any questions related to customs charges, you are advised to contact your local customs office.

Q: Which courier company do you use?

A: We mainly use DHL due to their speed and reliability. Tracking numbers will be provided when we process your order, together with a tracking link. Customers are not allowed to choose the courier company to be used.

Q: When will I receive my parcel?

A: For Malaysia and Singapore orders placed before 2 PM on weekdays:

- Klang Valley area --> Within the next working day

- Outside Klang Valley, including Singapore --> Within the next 2 working days

For International orders --> 3 -15 working days. 

*This may be extended during peak periods. We will contact you if there is a delay in the processing of your order.

 Q: Where can I find my tracking number?

A: You will receive an email when your parcel is shipped, containing your tracking number. Do check your spam box or “Promotions” folder if you are using a Gmail account.

Q: How do I add/change the items in my order, or my shipping details, after I have placed my order?

A: Contact us as soon as you can (customer@twenty3.my or call +60127965310), and we'll try our best to assist you. Unfortunately, if the item has already been processed and/or shipped, we will not be able to make changes to your order. Luckily, we have a simple return process!

  

Returns 

Q: Do you accept returns?
Q: How do I make a return?
Q: How do I return unsatisfactory item(s)? 
Q: What should I do if I received a defective item(s)?
Q: Do you provide free returns?

A: We offer an easy return service, so you can shop with confidence! Try them on in the comfort of your home, and if you don't love them, simply return them! Just be careful that you don't stain them with your makeup while trying them on, and that all tags are intact.

Malaysian Orders
Head over to our brand new RETURNS PORTAL! All Malaysian orders come with a 14-day returns policy.

twenty3 returns portal how to guide

 Once your return has been approved, you will receive an email with further instructions. You will find a PosLaju consignment note in your parcel along with the invoice. Drop off the return parcel together with the original invoice at the nearest PosLaju Center (normal post offices will not accept the prepaid consignment note). If the PosLaju consignment note was not included in your original parcel, you may use any other delivery service and we will refund you the cost of return - just be sure you keep the tracking number!


You may also return items at our offline stores, either for exchange, store credit, or a refund in the original method of payment, without having to use the Returns Portal. We ask for you to kindly contact our customers service at customer@twenty3.my or +60127965310 before doing so. Click HERE to see our store locations and opening hours.


International Orders
International customers should use the new RETURNS PORTAL. All international orders come with a 30-day return policy. Note that the cost of returns will be your responsibility.

We issue two forms of refunds:
1. Store credit
Vouchers are issued and emailed to you immediately following the approval of your return. Please note vouchers must be redeemed within 20 days from the date of issuance. 
2. A refund to the original form of payment
Please allow up to 14 working days for the refund to be received on your end. 


All returns must fulfill our Returns T&Cs below:

  • All item(s) must be returned in the original condition unaltered, unworn, unwashed and with tags intact)
  • Returns are not applicable for accessories, swimwear, and invisible bras. Discounted items may only be returned for an exchange if the item is defective. 
  • Items you wish to return must be mailed back to our HQ within 14 days of receiving your parcel for local orders, and within 30 days for international orders.
  • Free returns only apply to domestic returns made via PosLaju. International returns are not entitled to free returns.
  • Twenty3 is not responsible for returned parcels until they arrive at our HQ. Please retain the postage receipt and tracking number as proof of return.
  • All return/exchange requests will be processed within 3 working days upon receipt of returned items.
  • We reserve the right to amend these terms and conditions at any time without warning and will use reasonable endeavours to notify changes to all affected customers.

If you have any queries or comments, please drop us an email at customer@twenty3.my or call us at +60127965310

Q: How do I make an exchange?

Malaysian Orders
You may choose to make exchanges via the new RETURNS PORTAL or at our offline stores. Click HERE to see our store locations and opening hours.

If you would like to make an exchange via mail, items must be returned to our HQ within 14 days of receiving your parcel. You will be prompted for your choice of replacement item in the Returns Portal. The replacement item will be mailed to you once the exchange has been approved and processed.

If the item you want is out of stock, you will be refunded either in the original method of payment or store credit, depending on the item purchased.

Please ensure returned items fulfil our Returns T&Cs. Exchanges are subject to stock availability of the item(s) that you wish to exchange.

International Orders

If you would like to make an exchange, items must be returned to our HQ within 30 days of receiving your parcel. The cost of returning shipping is the buyer's responsibility.

Please ensure returned items fulfil our Returns T&Cs. Exchanges are subject to stock availability of the item(s) that you wish to exchange.

Q: I found a defect on my item but I've already washed it. What should I do?

A: We're unable to accept your return once it has been washed. Please check your item upon receipt.

Q: Can I still get free returns (for local orders) if I've lost the consignment note?

A: Yes, you are still entitled to free return. You may contact customer@twenty3.my for a new consignment note, or you may use an alternative delivery service and we will refund you the cost of return.

Q: Can I return using other courier services?

A: Yes, we will refund you the cost of delivery. 

Q: Instead of shipping my parcel back to the Twenty3 HQ, where can I drop-off my parcels for return?
A: You can easily return your parcels at your nearest cafe, pharmacy, Twenty3 store and more!

How To Return (Available in Klang Valley and Johor)

Step 1: Visit www.postco.com.my/return to book a return.

Step 2: Choose Twenty3 as the retailer, select your preferred location to drop off your parcel and complete details of order and customer information. You will then receive a return code.

Step 3: Complete the return label, making sure to note down the return code you have been given from Step 2.

Step 4: Attach the label to the outside of your parcel.

Step 5: Drop your parcel off at your selected location.

For returns to Twenty3 stores, there is no need to book a return via PostCo. Just drop your parcel off to our friendly Unicorns.