We are committed to providing you with a smooth shopping experience from order placement to delivery. Please read this policy carefully to understand our shipping procedures, exchange guidelines, and warranty terms.
All orders are processed and shipped within 1 working day after the order is placed, provided there are no changes or cancellations to your order.
Important: If you need to make any changes or cancel your order, please contact us immediately. Any modifications or cancellations requested after the order has been placed may delay the processing time.
We currently ship to addresses within Malaysia only. We do not offer international shipping at this time.
FREE EXPRESS SHIPPING on all orders!
We offer complimentary express shipping for all orders, regardless of order value.
Once your order has been shipped, the estimated delivery times are:
| Location | Estimated Delivery Time |
|---|---|
| West Malaysia | 2-3 working days |
| East Malaysia | 3-5 working days |
Note: Delivery times are estimates and may vary depending on courier schedules, public holidays, or unforeseen circumstances. Working days exclude weekends and public holidays.
Once your order is shipped, you will receive a confirmation email with tracking information. You can use this tracking number to monitor your shipment's progress.
If you experience any of the following issues, please contact us immediately:
We will work with you and our courier partner to resolve the issue as quickly as possible.
No Returns Policy: We do not accept returns or offer refunds. However, we do offer exchanges for eligible products within our 14-day exchange window.
We offer a 14-day exchange window from the date you receive your order, subject to the following conditions:
Non-Exchangeable Items: Underwear and panties cannot be exchanged due to hygiene reasons.
To request an exchange, please follow these steps:
Step 1: Contact us within 14 days of receiving your order via email or phone (see contact details below)
Step 2: Provide your order number, the item(s) you wish to exchange, and the size you would like to exchange it for
Step 3: Wait for our team to review your request and provide you with return instructions
Step 4: Ship the item(s) back to our warehouse address (you will be responsible for return shipping costs)
Step 5: Once we receive and inspect the returned item(s), we will ship your replacement size at no additional cost to you
Return Shipping: Customers are responsible for the cost of shipping the item back to our warehouse.
Replacement Shipping: We will cover the shipping cost for sending the new size to you once your exchange is approved.
Once we receive your returned item(s) and verify that it meets our exchange conditions, we will ship your replacement within 1-2 working days. The total exchange process typically takes 7-14 days depending on shipping times.
We reserve the right to reject exchange requests if:
If your exchange is rejected, we will contact you and return the item to you at your expense.
We stand behind the quality of our products. All items come with a 60-day warranty from the date you receive your order.
What's Covered: The warranty covers manufacturing defects and unintentional damage to the product, including:
What's NOT Covered: The warranty does not cover:
To file a warranty claim, please follow these steps:
Step 1: Contact us within 60 days of receiving your order via email or phone
Step 2: Provide your order number and a detailed description of the issue
Step 3: Submit clear photo evidence showing the defect or damage. Photos should clearly show the issue from multiple angles
Step 4: Our team will review your claim within 2-3 working days and notify you of the outcome
Step 5: If approved, ship the defective item back to our warehouse (you will be responsible for return shipping costs)
Step 6: Once we receive and verify the defective item, we will ship your replacement at no cost to you
Return Shipping: Customers are responsible for the cost of shipping the defective item back to our warehouse.
Replacement Shipping: We will cover the shipping cost for sending the replacement product to you once your warranty claim is approved.
Once we receive the defective item and verify the claim, we will ship your replacement within 1-2 working days. The total warranty process typically takes 7-14 days depending on shipping times.
If you have any questions about our shipping, exchange, or warranty policies, or if you need to request an exchange or file a warranty claim, please contact us at:
Email: shop@wearluxura.com
Our customer service team will respond to your inquiry within 1-2 working days.
By placing an order with us, you acknowledge that you have read, understood, and agree to these Shipping, Exchange & Warranty policies.