Delivery & Returns

DELIVERY

1. When do you deliver once I submit my order?

When your order is confirmed, we will process your order within 24 hours and dispatch within the next 24 hours (Monday to Friday, except on public holidays). 

2. What are my delivery options?

3. How do I know my order has been dispatched?

Once we have dispatched your order, we will send an email to the email address you used to place the order. 

4. Can I track my delivery?

Yes. Simply log into your registered account, click Order History and you will see the current status of your order.

Alternatively, enter the tracking reference provided in your dispatch confirmation email.

5. Do you deliver to P.O. Box?

Unfortunately, we don’t. We deliver to all residential and commercial addresses.

6. What if I missed my delivery?

Our courier company will contact you, or leave a card to notify you that they have missed you. Please follow the instructions on the card to arrange for a second delivery or pick up at the courier outlet. 

In case your encounter any issues with your delivery, please send an email to hello@buttonwell.com and we will be on your case!

7. Do I have to pay for custom charges and import duties?

Any customs charges, import duties and taxes are charged once the parcel has reached the destination country and these charges must be paid by the recipient of the parcel. Unfortunately, we have no control over these charges as customs policies and import duties vary from country to country. If you have any questions related to customs charges, we suggest that you contact your local customs office.

RETURNS

1. Can I return my items?

We would really like Buttonwell clothing to find a permanent home in your wardrobe.

However, in case you change your mind, we are happy to offer a refund or exchange on any product purchased, provided it is returned in original condition (unwashed, unworn, unstained, with label tag on) and original packing, together with a valid receipt within 14 days of receiving your items.

Refund and exchange are applicable to all genuine cases. However, we reserve the right to reject any refund or exchange requests or charge a return fee for Peninsular Malaysia if we detect suspicious activities in your account.

2. How do I return my items?

Kindly send us an email at hello@buttonwell.com, or ping us on Facebook Messenger. We will ask for your order details before we proceed with your return request. 

For Malaysian orders

We provide free returns for orders from Peninsular Malaysia.

For return requests from East Malaysia, we charge RM10 per postage in order to cover the delivery cost.

Once we receive your request for refund, if a courier pick up service is available at your region, we will arrange for a courier pick up at your address. Otherwise, we will request for the parcel to be dropped off at the designated post office or courier centers.

For international orders

We accept returns from international orders, with the delivery cost being borne by you.

3. When can I expect to get a refund?

Once we successfully process your return request, it will take up to 21 working days for the payment to be credited to you, depending on the original mode of payment.  

There are two ways you can receive your refund:

• Store credits to be used at www.buttonwell.com will be issued and emailed to you upon approval of your return.
• Refund will be made to your original form of payment.

Please let us know your preference during the refund process.

5. How do I exchange my items?

Kindly send us an email at hello@buttonwell.com, or ping us on Facebook Messenger. We will ask for your order details before we proceed with your exchange request.

6. Do I need to pay for the delivery charges of my return?

We offer free returns only for Peninsular Malaysia. We charge a return fee of RM10 for orders from East Malaysia. For international orders, the delivery charges of the return will be your responsibility. 

Refund and exchange are applicable to all genuine cases. However, we reserve the right to reject any refund or exchange requests or charge a return fee for Peninsular Malaysia if we detect suspicious activities in your account.

7. Have you received my returned items?

We will send you an email or a message on Facebook Messenger once your refund is processed.

To track the delivery of the returned items, please use the tracking service provided by the postal company. Once the items reach us, we will process it and submit the refund request to our payment gateway within 3 working days. Once we have submitted the refund request, it will take up to 21 working days for the payment to be credited to your original mode of payment. For a speedier refund process, we recommend that you choose the store credits option.

8. What if my items are faulty or incorrect?

We sincerely apologize if that ever happened.

Kindly send us an email at hello@buttonwell.com, or ping us on Facebook Messenger, together with photos of the faulty or incorrect items, within 14 days of receiving your items. We will be in touch to assist you with the return process.

Once your items are received by us, we will inspect your items to determine the issue. Upon confirmation, we will either offer an exchange or refund according to your preference.

Can't find what you are looking for? 

Let us know by sending us an email at hello@buttonwell.com, or pinging us on Facebook Messenger, and we will get back to you!