FAQ

SHIPPING INFORMATION

All orders are made to order and will require 14 working days processing time. Your order will be shipped once it has been completed. Our shipping days are from Monday-Friday (excluding Public Holiday). Please note that shipping time might take longer during festive seasons, early release of collection or if your parcel gets held back for customs clearance.

SHIPPING RATES

We deliver worldwide. The postage rate is determined by location and charged as a flat rate.

MALAYSIA (NATIONWIDE): RM 10 via Pos Malaysia
SINGAPORE: RM30 via Teleport
SOUTHEAST ASIA: RM50 via J&T
REST OF THE WORLD: RM250 via FedEx

RETURN & EXCHANGE POLICY

All sales are final. However, exchanges and refunds are available under specific conditions.

EXCHANGES
If the item does not fit, an exchange for a different size is allowed under the following conditions:

• The exchange request must be made within 7 days of receiving the item.
• The item must be unworn, unused, unwashed, and in its original condition, with all tags and packaging intact.
• Exchanges are subject to stock availability.
• Customers are responsible for return shipping costs.

REFUNDS FOR DEFECTIVE OR FAULTY ITEMS
A refund may be issued if the product arrives defective or faulty. The conditions for eligibility are:

• The refund request must be submitted within 7 days of receiving the item.
• Clear proof of the defect (e.g., photos and videos) must be provided.
• The item must be unworn, unused, unwashed, and in its original condition, with all tags and packaging intact.
• The item must be returned in its original packaging.

If your request meets the above criteria, please contact us via email at kitwoolabel@gmail.com with "Exchage/Refund - Order No. X" as the subject. A decision will be provided via email within 3-7 business days. Once approved, the refund will be processed after receiving and inspecting the item. Refunds will be issued to the original payment method within 7 business days is subject to individual bank processing times.

RETURN SHIPPING COSTS
Return shipping costs will only be covered if the returned item is confirmed to be faulty or defective. In this case, a prepaid shipping label will be provided.

ADDITIONAL TERMS

The company reserves the right to:

• Reject return or exchange requests that do not meet policy requirements.
• Withhold refunds until returned items are received and inspected.
• Make the final decision on refund and exchange requests.
• Modify this policy without prior notice.

For any inquiries, please contact customer service via email at kitwoolabel@gmail.com.