FAQ

For online purchases, we accept payments via iPay88 (Credit/Debit Card & Malaysian FPX Online Banking) and GrabPay (Malaysian Grab account holders only).
Customers outside of Malaysia may check out using iPay88 and opt to choose your preferred Credit/Debit Card. Kindly review the total amount and contents displayed at checkout, prior to completing your purchase and making the payment.
For in-showroom purchases, we accept only cashless transactions. You may opt to pay with either Credit/Debit Card, Maybank QR Pay, Atome or GrabPay.

Our order fulfillment process may take up to 2-3 working days. It is best to refer to the specific shipping timeline shown in the individual product page.

The general estimation for delivery of processed orders are as shown below, and serves only as a guide as we are not able to know or confirm an exact delivery date.
Domestic Shipping: up to 3-5 business days
International Shipping: up to 5-10 business days
Good news! We ship locally and worldwide. We offer FREE domestic shipping to East & West Malaysia via our chosen courier.
However, if you are currently outside of Malaysia, please refer to the shipping rate below:
Singapore:
- RM30 per 2 pieces.
- RM60 for 3 pieces & above.

Brunei:
- RM90 per 2 pieces.
- RM110 for 3 pieces & above.

Indonesia & Thailand:
- RM90 per 2 pieces.
- RM130 for 3 pieces & above.

UK, Australia, US, Europe:
- RM200 per 2 pieces.
- RM280 for 3 pieces & above (4-6working days)

Rest of the world:
- RM250 per 2 pieces.
- RM320 for 3 pieces & above RM320.

We want our customers to be 100% satisfied with their purchase. If this is not the case, please submit your return or size exchange request via our Returns Center.
We gladly accept returns or size exchanges in its original condition (with tags still attached, unused, unworn, unwashed, free from foreign smell and properly packaged) at your own cost including taxes associated with the return shipment (if any) within 7 days from the date the order arrived at your address.
However, kindly be informed that through our processes, we have the right to reject any return or size exchange requests at our sole discretion.

NO RETURNS OR REFUNDS ON ALL ORDERS MADE VIA INSTALMENT PAYMENT METHODS

Yes, you may do so once you have received an approval upon submitting a return request via our Returns Center. You must then return the item(s) to our showroom within 7 days from the date the order arrived at your address.
The customer will be responsible in ensuring that the item(s) are returned in its original condition with tags still attached to the item(s), unused, unworn, unwashed, free from foreign smell and properly packaged to ensure its safe return to our warehouse, undamaged and unstained.
Only then will we refund the amount in Store Credit. You may then make a new purchase for the item you’d like in the showroom or online.
However, kindly be informed that through our processes, we have the right to reject any return or size exchange requests at our sole discretion.
NO EXCHANGES, RETURNS OR REFUNDS ON ALL SALE ITEMS AND ACCESSORIES (JEWELRY/SCARVES/SHAWLS)

While all our products are subject to Quality Control, sometimes we are not able to avoid human errors. However, we are able to detect if the fault is from our production process or otherwise.
If you believe that you have received a defect item, kindly contact us immediately at sales@hanimokhta.com and provide us with a brief description of your issue/concern, order number and pictures.
We however have the right to reject if the item(s) were suspected to be damaged by customers.

The fabric we provide and offer are mostly delicate and plant-based fabrics. It’s hard to verify such claims as it relies on many factors beyond measurable control. For example:
1. Different types of detergent may affect the fabric differently
2. Different water temperature may affect the fabric differently
3. The other clothes that were mixed together in the wash with delicate fabric will also affect the fabric differently due to friction and chemical runs
Therefore, there is no way to verify such claims and we will not accept returns based on these claims.

Please note that coupons can only be used for purchases of RM350 and above. Simply follow these steps to redeem your points:
1. Click on the ‘Rewards’ panel and proceed to sign in to your account
2. Click ‘Ways to redeem’
3. Choose your desired amount of points then click ‘Redeem’ to receive a coupon with discount code
4. Add items to cart
5. Apply your discount code in the highlighted box
6. Proceed to checkout

Your Store Credit can be used as a payment method for your orders. You can check your Store Credit value in the email issued to your email address.

1. Proceed to check-out as normal.
2. At the payment page, enter the Store Credit coupon/code. This code can be found in your email.
3. Once you apply the code, the balance or amount to pay will be displayed. If the order is less than your Store credit value, the remaining store credit will remain and you may use it for your future purchases.

Yes, you may arrange your order collection through a third party delivery service during your chosen pickup slot time. Kindly provide a screenshot of your Order Confirmation Email to the rider to ease the collection process.
Please note that we are not liable for any delays, losses or damages during the transit of the goods to you via your chosen third party delivery service. We are also not responsible for the whereabouts of the rider before or after the order collection process.

There are significant differences between Bridal and Bespoke wear.
Bridal: Any order created by us is an exclusive, one-of-a-kind style unique to you. We offer an intimate and close design collaboration with our brides to develop a Bridal dress that’s exclusively for you. This will include the creation of new artwork / design sketches, working with different fabrications and developing customized beading techniques.
Bespoke: This service includes creations of non-bridal orders for the women who would like to wear our creations. We work hard to ensure our Bespoke orders fit perfectly and the styles are designed to your unique specifications and requirements. Your order will certainly still be made exclusively for you but options and opportunities for adaptations are limited so you will have a clear vision of the final outcome and budget.
Our bridal consultations are generally held from Monday through Saturday between 11am – 5pm with subject to availability and the convenience of both parties. Please Get in Touch and leave your details along with your intended appointment date & time and our team will get back to you with a confirmation. Alternatively, you may also call us at 03-23801907 to inquire or schedule an appointment with us.
After the first appointment and discussion, we will then follow-up with an estimated total / invoice for your order. The first 20% deposit is required to secure your Bridal order in our production calendar – Please note that this deposit is non-refundable. Design proposals will be provided once the first deposit is made.
A second payment is then due after you have approved the design details. This second deposit shall amount to 50% of your final amount due. The third payment of 20% is due before the second fitting and the final stage of payment for the balance due, including any additional costs (if any changes or amendments to finishings and designs) incurred during the weeks leading up to collection must be paid on the day of collection.
The number of fitting sessions varies between orders for many reasons. The average bride would need to come in between 2-3 sessions – any weight fluctuations / weight loss will have a significant impact on the design process of your order prior to the intended collection date. However, please do notify us if you’re on your period or feeling unwell during your appointment day or first fitting – this is to avoid any false measurements being taken which would require a second appointment and any potential additional cost incurred to you

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