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Delivery & Return Policy

ONLINE AND IN STORE

We want you to love our products and enjoy your shopping experience with us. 

On this page you will find details about shipping and delivery and how to return or exchange your purchases made online or in stores.

 


 

1.0 DELIVERY OF YOUR ORDER

At Bak Tailor, we deliver all ready stock orders via Poslaju every Monday to Friday to ensure that customers will immediately receive their orders within 1-3 working days.


Delivery conditions

  • Email or notification messages will be given to all customers within 48 hours after delivery is done. For any updates to expected delivery times, please refer to the Poslaju Website http://www.poslaju.com.my

  • Please note that you can track your order for an Estimated Time of Arrival from the Poslaju website http://www.poslaju.com.my/track.aspx

  • Please note that you will have to sign for your order. 

  • If you are not available to sign for your order, Poslaju will leave a note with instructions for pick up from a designated post office.

  • While we do everything we can to ensure your order is delivered in a timely manner, we will not be liable for any loss or damage incurred by any person as a result of delay caused by our carrier that we have no control over or by any event which is out of our reasonable control or foresight including but not limited to any delay caused by an incorrect delivery address being provided to us.

  • International shipping is available at extra cost. Kindly refer to our customer service personnel on the international shipping charges.

    Phone: +6010-7062863 (Whatsapp only) during the hours of 8:30 am to 5:30 pm Monday to Friday (excluding public holidays).

    Email: info@baktailor.com

1.1 Processing Your Order

All orders placed by 10am (UTC+08:00) on a working day will be processed and dispatched from our warehouse on the same day. Orders placed on weekends and public holidays will be dispatched on the next working day.  If any items in your order are temporarily or permanently out of stock, we will contact you to arrange a refund, exchange or credit note for those items. If applicable, we may also give you the option of waiting for us to ship the items once new stock arrives.

1.2 Customs Fees and Duties

Please note the delivery charge does not include any applicable importation charges, taxes and duties by customs in the country where the order is to be delivered. You are responsible for such taxes and duties.

1.3 Receiving Your Order

When you receive your order, please make sure all the right contents are in your parcel. 

1.4 Problems with your Order

We want you have the best online shopping experience, so if you have any problems with your order, please contact our online customer service team by phone or e-mail. 

Phone: +6010-7062862 (Whatsapp Only) during the hours of 8:30 am to 5:30 pm Monday to Friday (excluding public holidays).

Email: info@baktailor.com


1.5 Contacting Customer Service

When you contact Customer Service by phone or e-mail, please provide the following information so we can assist you as quickly as possible

  1. Your Name                     
  2. Date your order was placed, if applicable
  3. Your Sales Order Reference Number, if available
  4. Your Tracking Number, if available
  5. Brief description of the problem you are experiencing

If you e-mail us, we will investigate your enquiry and get back to you as soon as possible.

If you call us, you will either speak directly to customer service or you will be able to leave a voicemail.  If you leave a voicemail, we will investigate your enquiry and we will get back to you as soon as possible.

 


 

2.0 REFUND AND EXCHANGE POLICY AND INSTRUCTIONS

If you change your mind about the products you have purchased from us, we will refund the purchase price or exchange those products (other than gift cards or seconds) in the outlet in which they were purchased, subject to the following conditions :

  1. Items must be returned within 7 days of purchase with the original receipt or other proof of purchase;
  2. You must provide your name and address;
  3. The returned items must not be stock clearance items; and
  4. The returned items must be unworn, unwashed, or otherwise unused with original tags/labels attached.

If you request a refund, the purchase price (excluding delivery charges for online) will be refunded to you using the original payment method once we have received the returned item back and confirmed that it meets conditions 1-4 above. You are responsible for any costs associated with returning the item to us including any currency conversion costs.

Note:

Shipping costs can only be refunded on faulty items that have been purchased separately. Shipping will not be refunded if there are other items listed on the invoice when a faulty item is returned.

Bak Tailor outlets and Bak Tailor online are separate businesses. Items purchased at one business cannot be returned at the stores of another business.

Items purchased in store cannot be returned via Online return postage and vice versa.

2.1 Faulty Items Returns

If an item is faulty, wrongly described or different from the sample shown then we will meet our legal obligations which may include refunding the purchase price and delivery charges, or providing a replacement product, provided the item is returned within a reasonable time with proof of purchase.

Please note that any additional cost incurred due to currency conversion will not be refunded, and are considered the responsibility of the customer.

 


 

3.0 RETURN INSTRUCTIONS FOR ONLINE PURCHASES

All Bak Tailor online purchases made can be exchanged or refunded by return post ONLY. Items purchased online cannot be returned in store.

3.1 Online Returns via return post

If you wish to return or exchange an item purchased online via post, please contact our customer care team during the hours of 8:30am to 5:30pm Monday to Friday(excluding public holidays) on either phone or email as below:

Please provide the following information so we can assist you as quickly as possible:

  • Your name                     
  • Date your order was placed, if applicable
  • Your Sales Order Reference Number, if available
  • Your tracking number, if available
  • Brief description of the problem you are experiencing

Your personal information will be used according to our Privacy Policy to process your refund or return.


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