Customer Care | Girl's Monday

Membership FAQ Shopping FAQ Pickup Delivery Returns and Refunds Membership Transfer

Returns and Refunds

Q1. How to apply for a change or return?

In order to simplify and speed up the process of delivering products for customers, Girl's Monday does not provide exchange service, we only accept return of products within period of 7 days . Detailed instruction can be found SHOPPING FAQ - Q5 .
If you need a different size for the same item, please place your order again.
After receiving goods which is not in the right size, please apply for return online within seven days and return the goods within following three days. Only a refund will be possible, please refer to 【 Instruction on Return of Product 】 (PICKUP DELIVERY- Q9) operation instructions for the operation method of return service.

【 STEP 1 】

【 STEP 2 】

【 STEP 3 】

Once you have canceled your paid order, you are required to contact our customer service for recording the return. The amount of refund after your return will be credited back into your online account as " Saved Payment Balance" in the next 7-14 working days upon receival of return. (Processing period may be delayed up to 7 working days if there's any public holiday in between.)
After you receive the email notification of the refund, please proceed to check the relevant information by logging in to the "My Account" on Girl's Monday website.
If you do not have purchase requirements, for the time being, we advise that you complete the "Request for refund" to have the amount return to your bank account after receiving the refund into your Online account.
Please refer to the [Online Account] instructions for use to request for a refund.
Please allow up to 21 working days to process after submission.

【 STEP 1 】

【 STEP 2 】

【 STEP 3 】

【 STEP 4 】

Q2. What is the meaning of return only, not exchangeable? How does it work?

In order to minimize the time taken for customers to receive the item, the method of returning the inappropriate/defective/wrong item is adjusted to “return only”.
Customers are encouraged to make a new order to shorten the amount of time for delivery should they still desire for the inappropriate/defective/wrong item from the previous order. Girl's Monday will refund the logistics cost of the previous wrong order.

PLEASE NOTE:

※Girl's Monday does not accept the exchange of a product, only return (as in refund). Under the circumstance of inexact size and an exchange is required, please apply for a return and place a new order for the desired size of the item.
※Please note that the postage fee is yours to bear if it is a non-defective return.
※If there is an additional item you wish to return within a period of seven days, please inform our customer service ONLY BEFORE your pack of return items is shipped out. Otherwise, no further application will be entertained. To avoid any future disputes, please make sure you check the items you would like to return thoroughly BEFORE shipping out.
※Items that were purchased on Malaysia website can only be returned to our warehouse (please refer to our 【 Pickup Delivery - Q9 】 page), please strictly follow the instructions or additional fees will be charged and deducted from the refund.

Q3. Method of refund and refund period.

1. Promo codes / E-vouchers cannot be re-issued and are non-refundable. If you return an order which was placed using Promo codes / E-vouchers and does not meet requirements for Promo codes / E-vouchers, the final refund amount will be issued after deducting the Promo codes / E-vouchers amount.
2. If you have placed an order and received a free gift or add-on item along with purchase, it should also be returned in case you want to return your order in full. If the net order value of the item(s) retained meets the requirements for [Free Gift] or [Add-on purchase] campaign with minimum spend, you may keep your free gift or add-on item. If the net order value of the item(s) retained does not meet the requirements for [Free Gift] or [Add-on purchase] campaign with minimum spend, the value of the free gift or add-on item will be deducted from the total refund. Minimum spend for campaigns will be stated on campaign post on our website or social media platforms.
3. To qualify for free shipping, the net order value after returns and cancellations needs to be equal to or above the required amount. If the net order value of the item(s) retained is below the required amount, the waived shipping fee will be deducted from the total refund. Please refer to Calculation of shipping fee (【Pickup Delivery - Q2】) to learn more.

Q4. How do overseas buyers return parcels?

Please refer to Q1. Do ensure that you ship out the item(s) to be returned within 3 days after submitting a return application and send us the tracking number through Facebook Messenger to avoid cancellation of return application.

Q5. About returning parcels domestically or internationally.

The Sender is responsible to ensure that the item returned has been labelled and addressed clearly and legibly and wrapped neatly, securely and safely for transportation and able to withstand the handling of courier. Girl's Monday will not be liable in any manner whatsoever if it is discovered that the returned item was lost, damaged and/or delayed due to the failure of the Sender in ensuring that item returned has been labelled and addressed clearly and legibly and wrapped neatly, securely and safely notwithstanding the acceptance of Girl's Monday for the returning of the item.

Q6. What happens if a returned parcel from overseas to Girl's Monday warehouse is subject to customs duty?

If Girl's Monday is informed by the courier partner that the returned parcel has been detained by customs and payment is required, we are not obliged to assist with your returned parcel, the Sender is solely responsible to contact the courier and handle it from there on. It is not the responsibility of Girl’s Monday to follow up, please ensure that the value of your parcel returned from overseas is less than RM500.

Q7. What happens if a returned parcel is subject to customs duty? Who is responsible for the additional fees of returned parcels?

The Sender is solely responsible and liable for all charges, costs and expenses in the return process (except when it is defective item) including but not limited to transportation charges and possible surcharges, customs, duties, assessments including any fees related to our prepayment of the same, government penalties and fines, taxes, lawyers fees, legal costs and any costs which may be incurred in returning the shipment, whilst pending disposition of the same.

Q8. About the return handling rules of additional fare purchase.

※If the total amount of purchase does not meet the amount listed for additional discount after refund, the discounted goods will be sold at original price.
※If the goods purchased are the same items as your additional purchase, when a return demand is generated, the goods of additional purchase will be the priority for return confirmation.
※Refund Amount = Total Amount of Return Items - VIP discount (if any) -Shipping fee (if any) - Promo Code Discount (if any).
※Extra handling fees will be generated if returned package has to be handled specially.

*Girl's Monday reserves the right to change these terms and conditions at any time without prior notice.*

Q9. Is it possible to make a new order with the refund amount?

Yes, if the refund for the returned items has been processed, you may utilise it to deduct the amount that needs to be paid. However, if the refund for the returned items has not been processed, the amount for the new order made cannot be deducted directly.

Q10. Under what circumstances that product is non-refundable?

1. Items purchased exceeding the period of seven days.
2. When returning, the accessories are not complete or the tag has been removed (please return all packaging accessories along with the product).
3. Products with obvious traces of use, damage or contamination, powder, or makeup traces will not be accepted for returns.
4. Pierced jewelry, lingerie, and socks are not refundable.
5. Modified products are not acceptable, such as embroidered, cut, printed, etc., Girl's Monday product not in its original states (please confirm the product before modifying).
6. Gifts are not refundable.
7. Promotional Items are not refundable.
8. Not the case of defective items:

※When the product is washed, problems such as fading, shrinkage, dyeing, breakage, deformation, embellishment damage, rust, and pilling (caused by friction after use) are not included.
Kind reminder:
Please remember to wash it separately from other clothes for the first time. Do not use bleaching agent to soak the clothes.

※Pins, loose stitches, untrimmed thread ends, sew buttonhole, loose buckles, small stains (buttons, pendants, tailoring marks are not considered as stains) are not included.
※The products are manufactured in separate batches, there will be a slight difference in color and size, the difference will be within 3cm.
※To remove the odor caused by commercial fabric dye, please dry it in a dry and ventilated space for 3~5 days.
※Color difference, uneven brush color, brush color might differ from the display photo on the official website. Difference in website pictures, material, texture, thickness and understanding are not included.

If return does not meet criteria, Girl's Monday has no responsibility whatsoever to assist on keeping the item(s). Please make sure to claim your item(s) within 14 days after being notified by our customer service team or item(s) will be forfeited, strictly no further complaints will be entertained.

Q11. Can the Saved Payment Balance be refunded to personal bank account for Singapore buyers?

For Singapore buyers, the refund of：-

i. Non-defective & Defective Return Items will be refunded as member's account Saved Payment Balance in 7-21 working days. If you prefer to have the Saved Payment Balance refunded to your personal bank account, you are required to provide details of a Malaysia local bank account. Please ensure the bank account details are correct. If the provided details are not accurate leading to failed transaction, the Saved Payment Balance amount will be kept in your Girl's Monday member's account for future purchases.
ii. Out-of-Stock Items/ Cancelled Items/ Cancelled Orders will be returned to your original payment method (Visa/Mastercard/Bank Account/E-wallet) in 7-14 working days.

Please make sure you have read through all policies before making purchase. By purchasing, you agree to all the policies stated. Girl's Monday will not be responsible for any dispute arising therefrom.

Q12. Can I drop off the returned item myself at Girl's Monday Malaysia warehouse?

Yes, you can drop off the item at our warehouse during office hours which is Mon - Fri 9am - 12pm, 1pm - 6pm (Lunch hour and public holiday excluded). However, please take note on the followings:

1. Only contactless delivery is allowed. Please leave your items inside the boxes outside Girl's Monday building, take a picture of the returned parcel and send it to customer service via Facebook Messenger.
2. Should there be no one inside Girl's Monday warehouse, please ensure to contact us at +603-7932-5555 or +603-2242-1997 for next action. Please do not leave the item in front of the building without Girl's Monday’s acknowledgement and permission.
3. Should there be any delivery failure, senders are responsible for tracking and redelivery.
4. We hold no liability whatsoever for any damages caused to return parcels during transit.

THE ABOVE APPLIES TO ALL ORDERS PLACED ON MALAYSIA WEBSITE, INCLUDING OVERSEAS ORDERS.

Q13. What if there's no one at Girlsmonday warehouse upon delivery?

Please ensure to drop off / have parcels delivered during working hours which are Mon - Fri 9am - 12pm, 1pm - 6pm (Lunch hour and public holiday excluded). You may check with customer service before delivery and contact us at +603-7932-5555 or +603-2242-1997 for next action. Please do not leave the item in front of the building without Girlsmonday's acknowledgement and permission. We hold no liability whatsoever for any damages caused to return parcels during transit.

THE ABOVE APPLIES TO ALL ORDERS PLACED ON MALAYSIA WEBSITE, INCLUDING OVERSEAS ORDERS.