Exchange & Refund Policy

RETURN AND EXCHANGE

If you found your item is defected, doesn't fit, or etc, and would like to make an exchange. 
Exchanges are subject to stock availability of the item(s) that you wish to exchange.

  • Kindly send an email to ecommerce@twol.com.my to arrange the exchange or
  • Kindly call our customer service at 03-33198060 to arrange the exchange
  • Exchanges are not available at all our outlets

The difference will not be returned if the price of the exchanged item is lower than the original item.
Top up is required if the exchange item value is higher than the original item.

EXCHANGE PROCESSING FEE

An exchange processing fee applies when your exchange order does not exceed the following circumstances:-

  • West Malaysia (RM8 for the exchange order which does not exceed MYR200) 
  • East Malaysia (RM20 for the exchange order which does not exceed MYR500)

The replacement items will be mailed to you once the exchange has been approved and processed.
All return/exchange requests will be processed within 5 working days upon receipt of returned items.

 

RETURN AND REFUND
Items except for underwear, necklace, and earrings can be returned if they have not been worn, altered, or washed.
All items must be returned in their original condition with all tags attached. Shoes must be returned in their original packaging including undamaged boxes. 
If the goods/products have been used or damaged by the customer, there shall not be any refund. We are unable to accept returns without boxes or with scratched and/or dirty soles. Please note that when trying on shoes, you should try them on a carpet or a clean surface.

The refund shall be made by means of Store Credit. Once we have checked and confirm the goods/products, the customer will receive their refund via Store Credit within 5 working days after the confirmation. (valid for 365 days from the day of return).
Store credit can be used to make future purchases through our website. In the event that we send you a wrong item or the item is defective, we will send you a replacement item as agreed with you. Should the item be out of stock, we will issue a refund via Store Credit.

 

NOT REFUNDABLE / EXCHANGE 

  • Accessories - Belt, Earrings, Necklace
  • Items that have been worn, washed and altered
  • Tags removed
  • Sale Merchandise 50% and above unless there is a manufacturing fault
  • Exceeds 7 days after parcel received [ for West Malaysia ] 
  • Exceeds 15 days after parcel received [ for East Malaysia ]

Please ensure returned items fulfill our Exchange & Refund Policies.
Only returns via courier service are accepted, as we do not honor any walk-ins. We will also not be responsible if your shipment is lost during the return transit. Please retain the postage receipt and tracking number as proof of return.


Please return your purchase to the following address:
2L Design Concept Sdn. Bhd.
85-87, Persiaran Pegaga,
Taman Bayu Perdana,
41200 Klang, Selangor

 

The management reserves the right to amend these T&Cs at any time without prior notice. 

If you have any queries or comments, please drop us an email at ecommerce@twol.com.my or call us at 03-33198060.