• Orders are processed within 2-3 days (from the shipping date stated on the product page, if any) excluding weekends and holidays. 
• For your order tracking convenience, we’ll send you an email with a tracking number once your order has been processed for shipping within the shipping timeline published.
• Depending on your address, once processed, your orders will be delivered within 2-3 business days.
• All orders are shipped from our warehouse in Kuala Lumpur, Malaysia.

Need a different size? No worries!

Do submit your size exchange request via our Returns Center within 7 days from the date the order arrived at your address. However, please note that all size exchange requests are subject to product availability at the point of exchange.

Therefore, we kindly ask for your cooperation to check the measurements stated in the individual product pages before making your purchase. Should you have any concerns regarding the measurements or require further assistance in choosing the right size, feel free to reach out via our Live Chat features or by emailing us at sales@hanimokhta.com

• We only offer ONE TIME size exchange of products or returns per order number at your own cost including taxes for East (excluding Labuan) & West Malaysia. Please bear in mind that we will not ship the new exchanged item(s) until we have received the returned item(s) from the customer.
• We only offer ONE TIME size exchange of products or returns per order number for Singapore orders at your own cost including taxes associated with the return shipment (if any). Please bear in mind that we will not ship the new exchanged item(s) until we have received the returned item(s) from the customer.
• The customer will bear the cost of the shipping fee for the new exchanged item. An invoice will be issued to the customer and once the payment is made, the new exchanged item will be shipped out.
• We currently do not accept returns or size exchanges from any other countries apart from the abovementioned.
• Rewards redeemed and utilised for a purchase that resulted in RM0.00 payment made for that order transaction are not eligible for order modifications, order cancellations, returns and exchanges.
• The customer will be responsible for returning the item(s) 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. 
• All returned or exchanged parcels must be sent to us with a tracking number notified to our team.
• The difference in value for any exchanges will be refunded in the form of STORE CREDIT with no expiration date, and will be issued to Your Store Account. We do not accept returns, exchanges or refunds in the form of cash.
• We are not responsible for lost shipment in transit or delayed in returning to our side. No refunds will be provided if returned or exchanged shipment to our side is lost or delayed.

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)

NO RETURNS OR REFUNDS ON ALL ORDERS MADE VIA INSTALMENT PAYMENT METHODS (IN-STORE & ONLINE)

PURCHASES MADE USING STORE CREDIT (WHETHER PARTIALLY OR IN FULL) FROM A PREVIOUS ORDER RETURNED IS NOT ELIGIBLE FOR A SIZE EXCHANGE OR RETURN

Online Purchase: If you have purchased online and would like to size exchange the item(s), you would have to firstly submit your Exchange request via our Returns Center, complete the steps and opt for your preferred method of Exchange/Return either in-store or via shipping method.

In-Store Purchase: If you have purchased in-store and would like to request for a size exchange, please firstly submit your Exchange request via our Returns Center, complete the steps and opt for ‘Return to Store’ - Once your request is approved, you may proceed to visit our store between 10am - 5pm, Tuesday - Saturday.

• All size exchange requests are subject to product availability at the point of exchange.
• All returns or size exchanges must be made within 7 days from the date the order arrived at your address.
• Rewards redeemed and utilised for a purchase that resulted in RM0.00 payment made for that order transaction are not eligible for order modifications, order cancellations, returns and exchanges.
• The customer is responsible for returning the item(s) 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.
• Please present your purchase receipt upon exchange or return at the showroom. Your size exchanges or returns will not be accepted without the purchase receipt.

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)

PURCHASES MADE USING STORE CREDIT (WHETHER PARTIALLY OR IN FULL) IS NOT ELIGIBLE FOR A SIZE EXCHANGE OR RETURN

Store hours for returns and size exchanges are between 10am - 5pm, Tuesday - Saturday.

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 within 7 days from the date the order arrived at your address.

Please note, that order(s) have to be fulfilled and delivered in order to begin the return or size exchange process in our system.

• All returns or size exchanges will only be done in the form of STORE CREDIT with no expiration date, and will be issued to Your Store Account. 
• We do not accept returns, size exchanges or refunds in the form of CASH / ONLINE TRANSFER / CREDIT CARD PAYMENTS.
• Unfortunately, we are currently not accepting returns or size exchanges from Labuan (Malaysia) and ANY OTHER COUNTRIES (excluding Singapore).
• Rewards redeemed and utilised for a purchase that resulted in RM0.00 payment made for that order transaction are not eligible for order modifications, order cancellations, returns and exchanges.
• All returns shipping fee will be at your own cost including taxes associated with the return shipment (if any).
• All returned or exchanged parcels must be sent to us with a tracking number notified to our team.
• We are not responsible for lost shipment in transit or delayed in returning to our side. No refunds will be provided if returned or exchanged shipment to our side is lost or delayed.

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, EXCHANGES OR REFUNDS ON ALL SALE ITEMS AND ACCESSORIES (JEWELRY/SCARVES/SHAWLS)

NO RETURNS OR REFUNDS ON ALL ORDERS MADE VIA INSTALMENT PAYMENT METHODS (IN-STORE & ONLINE)

PURCHASES MADE USING STORE CREDIT (WHETHER PARTIALLY OR IN FULL) IS NOT ELIGIBLE FOR A SIZE EXCHANGE OR RETURN

• Once an order has been placed, we are unable to make any changes to the items in your order.
• If you see an error in your shipping address, please email us at sales@hanimokhta.com as soon as possible, and we will do our best to update the shipping address before the order is processed.

You may either collect your order in-person or arrange your order collection (within our operating hours) through third-party delivery services once your order is notified ready for collection. Kindly provide a screenshot or a copy of your Order Confirmation Email to the rider to ease the collection process.

You will have 30 days to collect your order from our Store. If your order is uncollected, it will be cancelled and sent back to our Warehouse and you will receive a Store Credit refund for your order.

Please note that we shall not be 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, during and after the collection process.

Rewards and coupons that have been applied and used in successful order(s) will not be reimbursed or reissued upon any order amendments, returns & exchanges.

Rewards redeemed and utilised for a purchase that resulted in RM0.00 payment made for that order transaction are not eligible for order modifications, order cancellations, returns and exchanges.

• Orders within Malaysia ship via DHL Express and typically arrive 2-3 business days after the package is picked up. Please note that we cannot guarantee delivery dates.
• All orders ship with delivery confirmation which can be used to track your package. We are unable to provide tracking information beyond that supplied by DHL Express.
• We are not responsible for packages that are lost or damaged in transit. Please double check your billing and shipping address when placing an order as we are unable to reroute packages.

• International orders ship via DHL and arrive 2-9 working days after the package is picked up for most countries. Please note that we cannot guarantee delivery dates.
• Most international orders include tracking information. International tracking information is not updated as frequently as domestic shipments and may cease updating once the package leaves Malaysia. We are unable to provide tracking information beyond that supplied by the DHL.
• We are not responsible for packages that are lost or damaged in transit. Please double check your billing and shipping address when placing an order as we are unable to reroute packages.
• Customs and import duties are levied by the receiving country and are therefore the buyer's responsibility.
• If the country of destination cannot be found during check out, consult our Customer Service at info@hanimokhta.com to check the fee.

If for any reason an item does not work out for you, we gladly offer free returns for store credit within 14 days of receiving your package. We do not offer cash refunds at this time. To request a return, please email info@hanimokhta.com with your order number, and one of our team members will get back to you shortly!

• Return domestic shipping is on us.
• Store credit never expires and is issued in the form of a digital gift card.
• Please ensure returned garments are unworn and in good condition, or additional charges may apply.
• If you would like to exchange an item, you will be able to place a new order for a replacement garment upon receiving your store credit, and your replacement will be produced within the regular 3-4 week lead time.
• If you received a damaged or defective item, please email info@hanimokhta.com with your order number and a photo of the garment, and we'll take care of you.

It is our goal that you love your purchase, so feel free to contact us with any questions you have before ordering, and we’ll be happy to help!

• Since each garment is made to order, we are unable to accept cancellations for refunds.
• In some circumstances, we can add to/combine multiple orders to save on shipping costs. To combine multiple orders, email us at info@hanimokhta.com as soon as possible after placing your order.
• If you’d like to make a change to your order (e.g., different size or color), we’d be happy to help you as long as your order hasn’t shipped. Keep in mind that it can take an additional 3-4 weeks to complete your updated order.
• If you need to make a change to your shipping address, email us at info@hanimokhta.com as soon as possible. We can change the address as long as the package has not left our building. Unfortunately, we cannot reroute a package once it has shipped.