Maligayang Pagdating!

If you're from the lovely Philippines, we offer free 3-day shipping to the Philippines for orders above 3500 pesos! We accept all Visas, Mastercards, and PayPal.
Questions? Click on the help button at the bottom, or email us at customer@twenty3.my
Salamat!

Shipping

Q: What’s the shipping cost?

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 <RM200 >RM200 >RM300 ETA (no. of working days)
MALAYSIA FREE FREE FREE

1-3

SINGAPORE 20 FREE FREE

1-3

REST OF ASEAN 40 40 FREE

3-5

REST OF THE WORLD 40 40 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: Which country do you ship to?

A: We ship worldwide! You will find your shipping charges based on your shipping country at the checkout page. Visit HERE for more details. 

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 use various courier companies to ensure all parcels arrive on time.  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 2 emails after your order is completed: one to confirm that your order was received, and another when your parcel is shipped. The latter email will contain your tracking number. Do check your spam box or “Promotions” folder if you are using a Gmail account.

Q: Where can I track my parcel?

A:  You may also track your parcel HERE


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

A: Contat 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!

Twenty3 x PostCo

NEW You can now choose to collect your parcels at your nearest cafe, pharmacy, Twenty3 store and more!

How To Collect (Available in Wilayah Persekutuan, Selangor, Johor, Melaka, Negeri Sembilan, Pahang, Perak, Terengganu)

Step 1: Shop as usual and at checkout, select “Self Collection”.

Step 2: Select your nearest PostCo location to collect your parcel.

Step 3: Complete checkout and payment as usual. No additional fee is charged for this service.

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

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

 
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 defect 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
We provide free returns as long as it fulfills our Returns T&Cs (listed below). The PosLaju consignment note can be found in your parcel along with the Return Form. Kindly fill up the Return Form found inside your parcel. Contact us (customer@twenty3.my or call +60127965310) to get a copy of the Return Form if you have misplaced it, or if it was not included in your parcel. Drop off the return parcel at the nearest PosLaju Center (normal post offices will not accept the prepaid consignment note).

You may also return items at our offline stores (excepting Twenty3 Pop-Up Store @ Gurney Paragon), either for exchange, online store credit, or a refund in the original method of payment (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
We provide easy returns but do 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, leggings, invisible bras and SALE/Promotion items. Returns are applicable for sports bras.
  • Items you wish to return must be mailed back to our HQ within 15 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.
  • Color may vary across screens and measurements are approximate, although we try to ensure accuracy in both. Returns for such reasons are acceptable for normal priced items, provided that it meets the Returns T&Cs. We reserve the right to refuse to accept returns due to this reason as a defect.
  • Refunds in the original form of payment (e.g. credit cards / debit cards / bank transfers / PayPal) are only valid for orders placed after 2.00pm MYT, July 22, 2016.
  • All requests to exchange previously received store credit refund vouchers for refunds in the original form of payment after the time and date listed above will not be entertained.

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 mail or at our offline stores (excepting Twenty3 Pop-Up Store @ Gurney Paragon). 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 15 days of receiving your parcel. You may choose an immediate exchange or be refunded in store credit to be used on a new order on a later date.

If you would like an immediate exchange, kindly fill up the Return Form and identify the items you would like to exchange. The replacement items will be mailed to you once the exchange has been approved and processed.

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. You may choose an immediate exchange or be refunded in store credit to be used on a new order on a later date.
If you would like an immediate exchange, kindly fill up the Return Form and identify the items you would like to exchange. The replacement items will be mailed to you once the exchange has been approved and processed. Shipping fee is the buyer's responsibility. However, if you wish to exchange an item, the postage fee is on us if you hit the minimum purchase amount on your next order to qualify for free shipping! (Click HERE for shipping rates)

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.

Q: Can I return using other courier services?

A: Yes. However, our free domestic returns offer is only applicable to PosLaju.

Twenty3 x PostCo
NEW 
You can now return your parcels at your nearest cafe, pharmacy, Twenty3 store and more!

How To Return (Available in Klang Valley)

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

Step 2: Select your preferred PostCo location, choose Twenty3 as the retailer, 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 PostCo return code you have been given from Step 2.

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

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

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