Returns and Exchanges

We understand the risks behind online shopping and want you to shop with us with absolute convenience and a peace of mind. If for any reason you are not entirely satisfied with your order, we will be happy to allow you an exchange or have it be replaced as store credit with our shop.

General terms and conditions.
•    All SALE items are final.
•    Items can only be exchanged for an item or store credit if the merchandise is returned in its original condition and packaging. Any item that does not meet those requirements will not be accepted. Terms and conditions apply. 
•    Returns & exchanges are to be requested within 7 days of delivery date for orders sent locally (Malaysia) or within 30 days of delivery date for international orders. The piece to be returned has to reach our premises within 14 days after its delivery date and for international returns, it has to reach within 40 days. 
•    Any items sent to us after the stated period will not be accepted. 

•    For exchanges/returns of purchases with Free Shipping (be it a promo or a voucher), the cost of the selected shipping method will be deducted from the total value of the item(s) purchased. 

•    We are not responsible for lost parcels that are sent back for returns or exchange. Therefore, we recommend you send the parcel via an insured, traceable delivery service.

•    Exchanges can only be performed once. For returns in exchange for store credit, store credit vouchers may only be used once and the following purchases via store credit may no longer be returned. 

•    We do not compensate for any shipping costs in the event of refunds and exchanges for non-defected items.
•    Sale items or promotional items are non refundable or exchangeable.

THERE IS SOMETHING WRONG WITH MY ORDER. HOW DO I MAKE AN EXCHANGE?

We will send you the correct item, or a new piece of the same design after receiving the returned parcel.

Guidelines.
1.    Read the above terms and conditions to determine if you qualify.
2.    Email our customer care team with the subject 'Returns/Exchanges' requesting for a Returns/Exchanges form.
3.    Fill up the form with relevant details of the item(s) you wish to exchange or return to us. We will then proceed to provide you with a mailing address you can send the parcel to.
4.    As soon as your parcel arrives at our address, we will process it promptly and email you a confirmation when your new piece has been mailed.
5.    Your exchange will be sent to you via the same postage method you selected in your original order.
6.    We will refund you for your additional postage cost incurred.

MY ITEM DOES NOT FIT ME / I DO NOT LIKE IT. WHAT CAN I DO?

We try to provide the most accurate measurements and our best advise for every individual items' size and fit, but if for any reason you are not completely satisfied with your purchase, we will gladly issue you a refund in the form of store credit.

Store credit will be credited toward your PhatCulture.com account or will be given to you via a discount voucher code of the same value. You then have the option to redeem your store credit during any future purchases. 

Guidelines.
1.    Read the above terms and conditions to determine if you qualify.
2.    Email our customer care team requesting for a Returns/Exchanges form.
3.    Fill up the form with relevant details of the item(s) you wish to exchange or return to us. We will then proceed to provide you with a mailing address you can send the parcel to.
4.    As soon as your return arrives at our address, we will process it promptly and notify you once your case has been approved.
5.    There is no refund/credit for shipping fees. All postage fees are borne by the customer.


If you have any further queries, please don't hesitate to contact our customer care team at contact@phatculture.com. :)