FAQs
All orders placed on www.soullovedrtw.com are shipped from our online warehouse in Penang, Malaysia.
Each order will be packed in either a zip-lock pouch (1–2 items) or a large box (3+ items), ensuring your pieces are protected during transit.
Unfortunately, once an order is placed, we’re unable to make any edits. However, you can 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.
We process all orders within 1–3 working days. Once your parcel is picked up by our courier, you’ll receive a shipping confirmation email with a tracking number.
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 email or WhatsApp—we’re happy to help!
We accept returns and exchanges within 5 days of receiving your order. Items must be unworn, unwashed, and have original tags attached.
Note: Sale or discounted items are not eligible for return or exchange. Refunds are issued as online credit, which 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). Be sure to 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 email or WhatsApp. (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.\nItems 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 is 10% 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.