Question 1

Can I amend my order?

Accepted Answer

We'll try our best to help if you'd like to amend your order before it's processed or mailed out. Unfortunately, changes can't be made once your order has already been processed or shipped.

Question 2

Can I combine my new order with another order?

Accepted Answer

No. To process your order as quickly as possible and to prevent any mishandling, combined orders are strictly not allowed.

Question 3

An item is missing from my order — what should I do?

Accepted Answer

We're sorry for the incomplete order. Please contact us at hello@shoploooh.com and we'll get back to you as soon as possible.

Question 4

I have received a defective or incorrect item — what should I do?

Accepted Answer

We apologise for sending a defective or incorrect item. Please email hello@shoploooh.com with a snapshot of the defective area(s) or incorrect item within 10 working days. We'll arrange an exchange, and free door-to-door pickup is provided once the item is acknowledged as defective. If a replacement is no longer available, store credit equal to the purchase price will be refunded.

Question 5

Why was my order cancelled?

Accepted Answer

Orders are automatically cancelled if payment details aren't sent to us within 24 hours. If your order was cancelled because no payment notification was made in time, any refund is issued as store credit only — no cash refund.

Question 6

Why didn't I receive a confirmation email after placing an order?

Accepted Answer

Please check your spam/junk mail, or the "Promotions" tab if you use Gmail. Still can't find it? Email us at hello@shoploooh.com and we'll help.

Question 7

Do I need an account to start purchasing?

Accepted Answer

No — you can check out as a guest. That said, creating an account saves your billing and shipping details, so you won't need to key them in again on your next purchase.

Question 8

I have a credit voucher or discount code — how do I use it?

Accepted Answer

On your shopping cart page, enter your code in the Discount Code field and click "Apply" before checking out. Please note we can't manually apply a code after checkout, so do double-check everything before confirming your purchase.

Question 9

What does backorder mean?

Accepted Answer

Popular items that are currently sold out will return to us as a backorder. A limited quantity is arranged for re-manufacturing — you can order directly to reserve your slot by making advance payment while the backorder is open.

Question 10

What does ETA mean?

Accepted Answer

ETA means "Estimated Time of Arrival." Every backorder item has an estimated stock arrival date, stated clearly under each product description and on our Backorder Status page. Delays can happen during manufacturing or shipping and are beyond our control, so please check the backorder status updates regularly — no notification email is sent for these updates unless stated.

Question 11

How do I check my backorder item's status?

Accepted Answer

You can check all of our backorder statuses on the Backorder Status page.

Question 12

When will my order be mailed if it has both backorder and ready-stock items?

Accepted Answer

Orders with both backorder and ready-stock items are mailed out separately (except international orders, where ready stock is sent together with the backorder). Ready-stock items are mailed within 1–2 working days after payment verification, while backorders are mailed around the backorder's ETA (stated in the product description). Note: a single order with multiple backorder items will be mailed on the latest ETA of all the backorder items.

Question 13

Can I amend or cancel my backorder?

Accepted Answer

No. All backorders are strictly non-refundable and non-cancellable once payment has been made. You may refer to the "Backorder" section of our Terms & Conditions for further details.

Question 14

How do I pay for my order?

Accepted Answer

We accept payment via iPay88 (local internet banking, credit/debit cards and e-wallet), bank transfers, GrabPay and cash deposits. For international orders (except Singapore), please contact us at sales@shoploooh.com for other payment details.

Question 15

How do I pay by debit or credit card?

Accepted Answer

Choose "iPay88" as your payment method at checkout. We'll direct you to the iPay88 website to complete your payment.

Question 16

Do you accept internet bank transfer or cash deposit?

Accepted Answer

Yes, we accept internet bank transfer and cash deposit. An order confirmation email is sent once you place your order — please pay according to the banking details in that email and notify us within 24 hours. Orders with no payment notification within 24 hours are cancelled automatically without notice. Cash refunds are strictly not allowed, even if payment was made within the time limit.

Question 17

How long does it take to verify my payment?

Accepted Answer

Please allow up to 24 hours for us to verify your payment. Do note that weekends and public holidays are not working days.

Question 18

What if I can't pay within 24 hours but still want the items?

Accepted Answer

Kindly email us at hello@shoploooh.com if you can't make payment within 24 hours, and we'll assist you from there.

Question 19

How long will my order take to be mailed out?

Accepted Answer

For ready-stock orders, we mail your parcel within 1–2 working days after your payment is verified. (During sale periods, orders are mailed within 1–3 working days after verification.) Backorders are mailed around the backorder's ETA, stated on each product page. An email with tracking info is sent once your item has shipped. Delivery is carried out on working days, Monday to Friday, excluding weekends and local public holidays.

Question 20

How long will my parcel take to reach me after it's mailed out?

Accepted Answer

For all Malaysia orders, items are sent by express mail and take 1–3 working days to arrive. For international orders, we ship via Ninja Van, SF Express, DHL eCommerce and DHL Express. Delivery time depends on the destination country — see "Do you ship internationally?" below for details.

Question 21

Are there any additional costs for re-delivery?

Accepted Answer

Yes — an additional postage fee applies for re-delivery if a parcel bounces back to us. All parcels must be signed for on receipt, so please track your parcel with the provided tracking number once it ships. If a delivery attempt is unsuccessful, you can arrange re-delivery with the courier or self-collect at the assigned post office. Parcels left unattended at the post office for more than 5 working days will be returned to us.

Question 22

What is the shipping cost within Malaysia?

Accepted Answer

We offer FREE express delivery throughout Malaysia for all orders above RM180. (Free shipping does not apply during sale periods.) For orders below RM180, shipping is charged at a flat rate: • RM10 — West Malaysia • RM15 — East Malaysia

Question 23

Do you ship internationally, and what is the cost?

Accepted Answer

Yes — we ship worldwide. Shipping fees and delivery times: • Singapore — RM30 (~SGD 10), 3–5 working days, via Ninja Van • Other countries — weight-based fee shown at checkout, 8–10 working days, via DHL ExpressAll shipping fees are charged in Ringgit Malaysia (RM); the actual currency rate depends on your card's issuing bank. Can't find your country? Please email sales@shoploooh.com.

Question 24

Will I be charged import duty?

Accepted Answer

For international orders, the shipping fee paid at checkout does not include any customs charges or import duty. These may be charged when your parcel reaches the destination country and are beyond our control. Our courier partner will get in touch with you if any duties or taxes are due.

Question 25

Do you provide COD or self-collection?

Accepted Answer

We currently don't offer cash on delivery or self-collection at our retail stores. However, you can pick up your online order at our HQ in Johor Bahru.

Question 26

Can I do an exchange if the sizing or fit doesn't fit me?

Accepted Answer

We don't offer exchanges, but we do accept returns. Return your item and a credit voucher will be issued for your next purchase — you can use it on your preferred item. We only accept returns in original condition (tag attached, unworn, unwashed and unaltered). You'll receive a credit voucher equal to the purchase price of each returned item, valid for 90 days. Return delivery fees, if any, are not refunded. Purchases of intimates, swimwear and accessories (jewellery) are final and cannot be returned.

Question 27

What is your return policy?

Accepted Answer

• Returns must be made within 10 working days of receiving your order. • Returns are available for all items, except intimates, swimwear, accessories and bags. • Sale-category items strictly cannot be returned or exchanged. • Promotion items (e.g. Early Bird / Rebate) can be returned — store credit equal to the discounted purchase price is issued. Sized items may request an exchange for a suitable size. All shipping fees are borne by the customer. • New In items can be returned for the same value in store credit once we receive the parcel. • Items must be returned in original condition (tag attached, unworn, unwashed and unaltered). • A return can only be done once per order number — any order made with return credit cannot be returned again. • We reserve the right to reject any return that doesn't meet all the conditions. • Refunds are issued as store credit only — strictly no cash refund. • Store credit can be used multiple times; any balance carries to your next purchase and must be redeemed within 90 days of issue. • You are responsible for the return shipping cost and any customs duty. • You are responsible for the item until it reaches us — please keep your proof of postage until we acknowledge receipt. You may refer to our Terms & Conditions for more details.

Question 28

How do I return an item?

Accepted Answer

Mail your item to the following address: SHOPLOOOH 1, Jalan Ekoperniagaan 2/4, Taman Ekoperniagaan, 81100 Johor Bahru, Johor. Tel: 011-3684 0938

Question 29

Have you received my returned item?

Accepted Answer

Please send us your tracking info once you've mailed out your return. We'll email you once we receive it, and your return request will be processed within 3 working days.

Question 30

How will I receive my refund?

Accepted Answer

Cash refunds are not provided for returns. A store credit equal to the purchase price of the returned item(s) is issued once we process your return, valid for 90 days.

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