FAQ

DO YOU HAVE A PHYSICAL STORE?

• Currently our operations are fully online.

HOW DO I SELECT A SIZE?

• Do note that not all sizes are created equal as we source from different manufacturer. Sizes are exchangeable.

• We recommend clients to select sizes based on your measurements. Do measure yourself as follows: -

BUST (fullest point/ not bra size)

HIPS (fullest point)

WAIST (narrowest point/ above belly button)

HOW DO I PLACE AN ORDER?

• Add the items of your choice to your cart. 
• Check out when you are ready to finalize your order.
• Once you have entered your details, double-check to confirm on your order details
• Select a payment method (PayPal/FPX/card//Grabpay)

WHAT DOES PREORDERING MEAN?

• We operate in a preorder basis which means no ready stocks are kept.
• If you need an apparel urgently, you can follow up with us from time to time to ensure on its availability. 
• As the apparels are preordered, sometimes the stock will not be available. We will then refund the amount or the customer may opt for another design. Any extra will be refunded back.

 HOW LONG DOES PREORDERING TAKE?

• Pre-ordering takes around 12-15 days to reach you after payment.
• For East Malaysia, preordering may take up to 12-18 days. 

• Do note that we cannot guarantee the exact date it will reach your doorstep and sometimes it will take up to 3-4 weeks (in very rare case only). Please reconsider if you need the order urgently.

WHERE CAN I FIND MY STORE CREDIT?

• Login to your account to view your store credit balance
• Store credit balance will be available for use at checkout/payment page
• All store credits issued have a 1-year validity. 

ITEMS FROM MY ORDER MISSING?

• If your order is a mixture of ready stock and preordered apparels, the ready stock will be sent out first (EXCEPT for overseas shipping)
• Items from your order may be ordered from different manufacturers hence to avoid unnecessary wait, we will send out the ones which arrived first.

INTERNATIONAL ORDER

• Do click here for more information on shipping fee:-
  https://luxmerrier.com/pages/shipping-cost
• Prices are not inclusive of import tax and it may be levied upon your order depending on your order amount and your country’s tax legislation. If applicable, do note that it is the buyer’s responsibility to bear the import tax.
• For exchange, do note that buyer has to bear the overseas return fee.
• Do email us at support@luxmerrier.com if your country is not listed in the checkout page.

SHIPPING

• Free express shipping for all Malaysian orders. We will deliver right after your preordered stocks are received.
• For ready stock apparels, your order will be sent out in 1-3 working days. 
• Your dispatch email will include a tracking number and you will be able to track the progress of your parcel. It may take up to 24 hours to be reflected in the system. 
• Do note that we will try our best to locate any lost parcel however we will not be held liable for any lost parcels in the process.
• Postage for international orders is calculated automatically upon checking out according to the weight of the apparels.
• If your country is not listed in the checkout page, do contact us at support@luxmerrier.com or via the “CONTACT US” form.

 DEFECTS/EXCHANGES

•  ITEM WITH DEFECT - Please contact us through email. 
• INCORRECT ITEM. Please contact us through email. 
• MISSING ITEM. Please contact us through email.