FAQs
All orders placed on www.soullovedrtw.com are shipped from our online warehouse in Penang, Malaysia.
Each order will be packed in a zip-lock pouch, ensuring your pieces are protected during transit.
Unfortunately, once an order is placed, we’re unable to make any edits. However, you can WhatsApp or email our customer service to request a cancellation. Once cancelled, you may place a new order with the correct items.
Yes! Complimentary gift wrapping is available. Just leave a note in the 'Shipping Additional Notes' section at checkout, specifying which item you'd like wrapped.
For ready-stock items, we will process all orders within 1–3 working days. Once your parcel has been picked up by our courier, you will receive a shipping-confirmation email with a tracking number.For pre-order items, please refer to the item’s arrival date on the product page and allow an additional 3 working days for shipping.
Local Delivery (Malaysia): We ship via J&T or Poslaju. Please allow 1–3 working days for processing. Delivery time depends on your location.International Delivery: International orders typically arrive within 5–10 working days, depending on customs and courier handling.
Sometimes it can take 1–2 working days for tracking info to update. If you're having trouble, contact us via WhatsApp or email—we’re happy to help!
We accept returns for wrong sizing within 3 days of receiving your order. Items must be unworn, unwashed, and have all original tags attached.Please note that we only accept returns for the same product in a different size, and only if the requested size is still in stock. If the size is out of stock, your payment will be credited as online store credit, valid for 6 months. Strictly no cash refunds.Note: Sale or discounted items are not eligible for return or exchange.Refunds are issued as online store credit and will be applied to your account within 5 working days of receiving the returned item(s). Each item may only be returned once (multiple returns for the same item are not allowed).Please ensure you register for a customer account to receive your online credit, which will be valid for 6 months from the date of issue. Shipping charges (if any) are non-refundable.
To return an item: (1) Request a return form by contacting customer service via WhatsApp or email. (2) Securely pack the item(s) with the completed return form. (3) Use a trackable shipping method—we are not responsible for parcels lost in transit. Please note that items returned without a return form will not be accepted.
Refunds typically take 5–10 business days to appear in your account once we’ve received your returned item(s).
Yes, they’re valid for 6 months from the date your return is processed. You’ll have plenty of time to use it!
Double-check that your code applies to your order. For example, our welcome discount for new member is RM20 off with no minimum purchase, but cannot be used with other promos or on shipping fees.
Only one discount code may be applied at checkout. However, you can stack your online credit with a discount code.
(Malaysia): Bank Transfer, Credit Cards (Visa, Mastercard), Other local payment options available at checkout. (International): Credit Cards (Visa, Mastercard)
Absolutely! All sale items are eligible for door-to-door courier shipping, both within Malaysia and internationally. Note: Due to high order volumes during sale periods, there may be minor delays in processing and shipping.
All sale items are final sale and not eligible for return or exchange. Please double-check your order before confirming purchase.