Return & Exchange Policy

1. Exchange Policy for Online Purchases

For purchases made through our official website, eligible items that do not fit may be exchanged within 3 calendar days from the date of delivery.

Please contact our customer service via WhatsApp or Instagram as soon as you receive your parcel, providing your order number and product details.

All exchange requests must be submitted, and the item must be posted back to us, within 3 calendar days of receiving the parcel. Requests or return parcels posted after this period will not be accepted.

Each eligible item is entitled to one exchange only. No second exchanges will be allowed.

2. Exchange Conditions

To qualify for an exchange, items must be unused, unworn, unwashed, unaltered, and in their original condition, with all original tags and packaging intact.

All exchanges are subject to product availability and approval by our customer service team.

3. Non-Exchangeable Items

For hygiene and clearance reasons, the following items are strictly non-exchangeable:

• Sale items and clearance stock
• Accessories
• Bras, innerwear and underwear
• Earrings and necklaces

All purchases of these items are final, except where otherwise required by applicable law.

4. No Refunds for Change of Mind

We do not offer refunds for changes of mind, sizing issues or personal preferences. Eligible items may only be exchanged in accordance with the conditions stated above.

This policy does not affect any statutory rights you may have under applicable consumer protection laws in relation to defective, damaged or incorrectly supplied items.

5. Exchange Shipping Costs

Customers are responsible for both the return postage and the shipping costs for the replacement item.

All exchange items must be mailed to our She’s Official Austin Head Office.

Please contact our customer service via WhatsApp or Instagram to confirm the return address and exchange instructions before mailing your parcel.

Customers must provide the return parcel tracking number to our customer service team for verification and follow-up.

6. How to Request an Exchange

Please contact us via WhatsApp or Instagram as soon as possible after receiving your parcel. Include your order number, the item you wish to exchange, and the reason for the exchange.

Please ensure that your request and return shipment are completed within the 3-day exchange period. Late requests will not be entertained.

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Shipping Policy

1. General Shipping Information

We aim to ensure that every order is processed and delivered as smoothly as possible.

Please ensure that your shipping address, recipient's name and contact number are accurate and complete when placing your order.

We cannot guarantee successful delivery if incorrect or incomplete shipping information is provided by the customer.

2. Domestic Shipping — Malaysia

Order Processing

• In-stock orders are generally dispatched within 1–2 working days after payment confirmation, excluding Sundays and Malaysian public holidays.
• Orders placed during promotional campaigns, peak periods or public holidays may require additional processing time.
• Once your order has been dispatched, tracking information will be provided where available.

Estimated Delivery Time

• West Malaysia: Approximately 1–3 business days after dispatch.
• East Malaysia: Delivery may take longer depending on the destination and courier service.
• Remote areas: Additional delivery time may be required.

Delivery times are estimates and are not guaranteed. Transit times exclude weekends and public holidays.

3. International Shipping

We offer international shipping to selected destinations through our designated courier services.

• Estimated delivery time is approximately 3–10 business days after dispatch, depending on the destination and courier service.
• Delivery may be delayed due to customs clearance, public holidays, courier disruptions or other circumstances beyond our reasonable control.
• Any applicable customs duties, import taxes or other destination-country charges are the responsibility of the customer unless otherwise stated at checkout.

International delivery times are estimates and are not guaranteed.

4. Shipping Fees

Shipping fees are calculated according to the destination, parcel weight and applicable shipping rules.

The final shipping fee, including any applicable shipping promotions or free-shipping eligibility, will be displayed at checkout before payment is completed.

Please review the shipping fee and delivery details carefully before placing your order.

5. Incorrect Addresses and Delivery Issues

Customers are responsible for ensuring that their shipping information is correct and complete.

If an incorrect or incomplete address causes a delivery failure or the parcel is returned to us, additional shipping charges may apply for reshipment.

Please contact our customer service as soon as possible if you notice an error in your shipping details. Address changes cannot be guaranteed once an order has been dispatched.

If your parcel is delayed or the tracking information shows an unusual delivery status, please contact our customer service via WhatsApp or Instagram and provide your order number and tracking number so we can assist with the courier follow-up.

6. Important Notes

By placing an order, customers acknowledge the estimated shipping and delivery timeframes stated in this policy.

While we will make reasonable efforts to process orders promptly and assist with delivery enquiries, actual delivery times may vary depending on the courier service and destination.

Nothing in this policy excludes any rights or remedies available to consumers under applicable law.