How long does it take to process and ship my order?
Store Pickup: Upon arrival of your parcel at our store, we will promptly contact you. Please expect a call within 2 - 3 working days once your order is ready for collection. If you do not receive a call within this time frame, kindly provide us with your Order Number so we can assist you promptly.
Local Delivery: For local deliveries, orders are typically packed and processed the following day and will be delivered within 1-3 working days. The expected delivery date is an approximation and might be affected by conditions such as shipping restrictions, payment authorization, online security checks, and stock availability.
What happens if I am unavailable to receive my parcel?
If you are unavailable to receive the parcel, we will re-attempt delivery. If the second delivery attempt fails, the parcel will be returned to our warehouse, and an additional charge of shipping fee will be imposed for re-delivery.
How can I track my delivery in Malaysia?
Once your parcel leaves our warehouse, we will send you tracking details via SMS to the phone number provided during checkout.
Will there be delays during peak periods?
Yes, please note that there may be slight delays in delivery during peak periods such as sales events and public holidays, including Good Friday, Christmas, and Chinese New Year.
How much is the shipping fee?
Free Shipping within Malaysia: Enjoy free shipping on all orders within Malaysia.
International Orders: The shipping fee will be calculated and displayed on the cart page for international deliveries.
Changing or Cancelling Your Order?
Once your order is fulfilled, we are unable to make any changes or cancellations. However, if you’ve placed your order within a few hours of confirmation, please provide us with your Order Number and the updated shipping address. We will do our best to accommodate the change as quickly as possible.
What are the international delivery costs and timeframes?
Here are the delivery details for international orders:
Country
Cost
Delivery Time
Malaysia
From S$15.50
1 to 2 working days*
Brunei / Indonesia / Philippines / Vietnam / Thailand
From S$21.00
1 to 3 working days*
Australia / China / India / Japan / New Zealand
From S$21.00
1 to 3 working days*
Myanmar / Cambodia / Norway / Papua New Guinea
From $28.00
1 to 3 working days*
Rest of the World
Calculated at Checkout
1 to 3 working days*
* Working days exclude Saturday, Sundays and public holidays.
Will I need to pay customs taxes and duties for international deliveries?
Yes, your country may impose customs duties, taxes, or other fees on imported goods. These charges are determined by your country’s customs authorities and are beyond our control. Any customs-related fees are the responsibility of the recipient. Unfortunately, we cannot predict or influence these charges, as they vary by country.
How do I track my international order?
You will receive an e-mail with the tracking details once your parcel has left our warehouse. Please note that there may be longer lead times for customs clearance.
Returns & exchanges
Are sale items eligible for exchange or return?
No, sale items are not eligible for exchanges or returns. Only regular-priced items can be exchanged or returned.
How long do I have to return or exchange a regular-priced item?
Exchanges/returns are allowed within 30 days from the date of purchase. All exchanges are final, meaning exchanged items cannot be further returned or exchanged.
What are the conditions for an exchange?
To be eligible for an exchange, the item must be:
Unworn
Unwashed
In its original sold condition with the tags intact
The merchandise must be in original condition, in the original packaging, and with the original tags attached. Returns that do not meet these conditions will not be accepted, and you will bear the cost of return delivery.
Can I exchange online purchases in-store?
Yes, you may exchange items purchased online at any of our retail stores. However, some stores may not carry all the styles available on our online store. For size exchanges, please contact us at hello@sans-sans.com.my to reserve the item at your preferred store location.
What do I need to bring for an in-store exchange?
Please bring the item in its original condition, with the original tags and packaging, and the printed invoice to the indicated outlet as per the exchange arrangement.
How do I initiate an exchange request?
To initiate an exchange, please email us at hello@sans-sans.com.my with the following details:
Subject: Online Exchange (Order Number)
Order Number
Contact Number
Product Name and Article Number
Image of defective or incorrect merchandise
Name of Product, Colour, and Size to be exchanged with
Exchange Method: Retail (store location)
We will contact you shortly to confirm the exchange process.
Can I return or exchange accessories?
In the interest of hygiene, we do not accept returns or exchanges on accessories unless they are defective or if the wrong item was sent.
How do I return an item?
We reserve the right to inspect the condition of merchandise before processing any returns. Please note that we do not cover shipping and handling charges for returned items. Refunds will be issued in the form of store credits.
How is the refund amount calculated for returns or exchanges?
Refunds are based on the merchandise value stated on the invoice after any applicable discounts.
What types of damage are not covered under the return policy?
Our policies do not cover damage from unique, accidental, or random wear and tear.
What happens if my parcel is bounced?
We will contact you via email regarding a bounced parcel. However, please note that you may be charged for the cost of a re-attempted delivery.
Bounced parcels unclaimed after 1 year will be deemed as SANS & SANS's property, and no compensation will be offered.
Payments & Promotions
Which payment methods are accepted for transactions?
We accept a variety of payment methods for online orders, including credit cards (VISA, Mastercard, AMEX), debit cards. All payments are securely processed through our website.
Why did my payment fail, and how can I resolve it?
Payment failures can occur due to several reasons, including an expired credit card, an interrupted connection during the transaction, or failure to complete authentication in time. If the issue persists, please feel free to contact us for further assistance.
How can I check the latest promotions?
To stay updated on our latest promotions, you can:
Follow us on our social media channels.
Subscribe to our newsletter for exclusive deals and updates.
Your promo code may not be working due to the following reasons:
Ensure the code is entered correctly, without any typos.
Check if the code has expired.
Some codes require you to be logged into your account before applying.
Certain promo codes have a minimum spend requirement or apply only to specific products/collections.
If you received the code via our newsletter, please review the terms and conditions in the email.
If the issue persists, please contact us or email hello@sans-sans.com.my with a screenshot of the error message for further assistance.
I forgot to apply my discount code after placing my order. What should I do?
If you have already placed your order but forgot to apply the discount code, please submit a request through the Contact Us page. Our team will review your case individually and do our best to assist you.
