Once an order is successfully placed, it is automatically processed and connected to our warehouse processing system and therefore cannot be modified under any circumstances.

If you need to change the size, colour, product or address, the order must be cancelled and refunded as store credit. Store credit refunds are typically processed within 48 hours, though processing times may vary.

Please reach out to our team for further assistance.

Oh no! If you have received the wrong item after making a purchase, don’t panic. Please notify us immediately at sales@hanimokhta.com upon receiving your order. Once you’ve contacted our team, we will help provide you with a resolution

We want you to find your perfect fit, so we provide specific measurements for all our products within their individual product pages. Just look for the ‘Size Chart’ and cross-reference with your body/existing garment measurements.

If you are still unsure or require further assistance, please feel free to call, email or Live Chat with us.

If you have made a successful purchase and would like to cancel your order before it ships, please email us immediately at sales@hanimokhta.com.

As a resolution, we will proceed with cancelling your order and refund the amount in the form of Store Credit within 2–3 working days, after which you may place a new order using the issued credit.

All refunds are strictly provided as Store Credit via your Store Account. Reward points used during the purchase will not be reinstated, and points earned from the purchase will also be cancelled.

Orders made using instalment payment methods may still be eligible for cancellation before shipment or delivery under certain circumstances (such as change of heart, wrong sizing, or colour). Please contact us at sales@hanimokhta.com as soon as possible so our team can assist accordingly.

Approved cancellations will be refunded in the form of Store Credit within 2-3 working days.

Please note that instalment plans are managed directly by the payment provider, and customers remain responsible for any ongoing instalment obligations under the provider’s terms.

Once your order is ready, you will receive an email notification confirming that it is available for collection at our Hani Mokhta Bangsar store.

Orders are to be collected within 30 days from the date of notification. Orders that remain uncollected after this period will be cancelled and returned to our warehouse, and a refund will be issued in Store Credit only.

During peak festive seasons, we recommend collecting your order promptly within our store operating hours.

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-store purchases, we accept only cashless transactions. You may opt to pay with either Credit/Debit Card, Maybank QR Pay, Atome or GrabPay.

Yes. Malaysian customers may opt for instalment payment methods via GrabPay or Atome at checkout.

Purchases made using instalment payment options are now eligible for returns or exchanges in accordance with our standard Returns & Refund Policy. Approved refunds will be issued strictly in the form of Store Credit.

Please note that instalment plans are managed directly by the payment provider, and customers remain responsible for completing any ongoing instalment payments under the provider’s terms, even if a return is approved.

If you require any assistance, our team will be happy to help—please contact us at sales@hanimokhta.com

Fret not, and please calmly email sales@hanimokhta.com your payment confirmation details on your side (ie: receipts, timestamp of successful payment, reference number from your bank).

Please be patient as investigations may take up to 3 working days before we could provide any resolutions.

Our system is able to detect if it was an error or two separate transactions attempted by customer(s). If you have received two order numbers, it means you have attempted two separate transactions and refund(s) will only be made in the form of Store Credit.

Our order fulfillment process may take up to 2-3 working days and may vary across different products. 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

Please allow 2-3 working days for the status to be reflected on the tracking. If you are unable to track your orders AFTER 3 working days, kindly contact us at sales@hanimokhta.com

Good news! We ship locally and worldwide. We offer FREE domestic shipping to East & West Malaysia via our chosen courier for all orders above RM50 (not applicable for sale items).

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.

Kindly note that any additional international charges or taxes imposed by destination country shall be borne by the customer.

We use all major carriers, and local courier partners. Use the shipping estimator in the cart to check your shipping rates.

If your delivery address changes, please contact us immediately via Live Chat or email at sales@hanimokhta.com; we may be able to modify it if your order has not yet been processed.

When you make a purchase, you are agreeing to the policies and estimated shipping timeline provided. Please read carefully and ensure that you are agreeable to the timelines published PRIOR to making your purchase.

Kindly be patient and refer to the respective shipping timeline on the individual product page. Pending pickup means that your order is still being processed for shipping at our Warehouse. 

Your shipment will reflect movement on the Tracking Page once your order has been processed for shipment by the courier company.

We’re sorry, but no. If you’ve opted for Shipping - your order is automatically linked to our fulfillment and delivery processes, and we won’t be able to change your chosen option.

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 their original condition (with SWING TAG and RETURNS/EXCHANGES TAG still attached, unworn, unaltered, 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, please be advised that, through our processes, we reserve the right to reject any return or size exchange requests at our sole discretion.

EFFECTIVE 1 FEBRUARY 2026, ALL ORDERS MADE USING INSTALMENT PAYMENT METHODS (IN-STORE & ONLINE) ARE ALSO ELIGIBLE FOR RETURNS, IN ACCORDANCE WITH OUR STANDARD POLICY

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

Yes. For any full order return under our store credit policy, all items from the original purchase must be returned, including any complimentary or FREE gift(s) received at the point of purchase, in order to be eligible for a return.

As outlined in our Terms of Sale (agreed to upon checkout), complimentary items form part of the overall order and must be returned together with the purchased item(s) for the store credit to be processed.

Returns that do not include the full set may not be eligible for store credit processing.

If you need further clarification, kindly contact us at sales@hanimokhta.com

Yes, an invoice for the shipping fee will be issued for the new delivery, and the item will only be shipped once the payment is made.

You may opt for any courier service convenient to you. However, we are not liable for any damage to the parcel or if the parcel is lost during transit back to Hani Mokhta.

Unfortunately, no return or size exchange requests beyond 7 days will be rejected, even if you were (regrettably) unwell or out of town. No exceptions will be made. Our policy remains, and we hope you’ll respect our team members.

Yes, you may. However, the item must be returned to us at our Store, either in person OR via third-party delivery service at your own cost, with proof of delivery and tracking link provided to us at sales@hanimokhta.com on the 7th day itself.

Yes, you may do so once you have received approval upon submitting a return request via our Returns Center. You must then return the item(s) to our store within 7 days from the date the order arrived at your address. 

The customer will be responsible for ensuring that the item(s) are returned in their original condition with the SWING TAG and RETURNS/EXCHANGES TAG still attached to the item(s), unworn, unaltered, unwashed, free from foreign smell and properly packaged to ensure their 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-store 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)

Rewards or discounts vouchers are valid for one-time use only and may not be reinstated or reused if you return or size exchange a product.

Kindly be informed that purchases made using Store Credit (whether partially or in full) from a previous order returned is not eligible for a size exchange or return.

While all our products are subject to Quality Control, sometimes we are not able to avoid human errors. However, we can detect if the fault is from our production process or otherwise.

If you believe that you have received a defective item, kindly contact us within 7 days from the date of order purchased/picked up (in-store) or arrival at your address (online) at sales@hanimokhta.com and provide us with a brief description of your issue/concern and order number, as well as pictures for our reference.

We, however, have the right to reject if the item(s) are suspected of being damaged by customers.

We may be able to offer help and/or a solution; kindly contact us at sales@hanimokhta.com

Unfortunately, we won’t be able to process a refund in this case, as we’re unable to verify individual washing methods or conditions used after purchase. Washing outcomes can vary depending on factors such as detergent type, water temperature, washing machine cycle intensity, load size, spinning speed, and contact with other garments (zippers, rough fabrics, etc.)

Click the ‘Rewards’ panel and click ‘Ways to earn’ to find out how you can earn points.

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 a discount code
4. Add items to cart
5. Apply your discount code in the highlighted box
6. Proceed to checkout

Effective 1 January 2026, both rewards points and discount vouchers will be valid for 12 months from the date they are earned. If you convert your points into a discount voucher, it can be used within 12 months from the date of redemption.

No, we are not able to undo this. Once you have redeemed and converted your points into coupons, it will remain as coupons.

The balance of the coupon will be forfeited as the discount code is a one-time use only.

Your review may be incomplete. Kindly ensure the review title and review body is filled.

No, points are non-transferable.

No. All purchases of special sale/discounted items ARE NOT ELIGIBLE for reward points accumulation.v

Store Credit is not traditional cash refund. Store Credit is a value offered to you in the form of gift cards to be used for future purchase(s) at Hani Mokhta only.

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 can. The balance will still be stored in the same code for future purchase(s)

No. Store Credit have no expiration date.

Store Credit refunds are in the form of unique and personalised gift voucher codes. You may then apply the code received in your email at checkout and redeem the value.

The amount/discount will automatically reflect once you’ve applied the code.

Kindly be informed that purchases made using Store Credit (partially or in full) from a previous order returned are not eligible for an exchange or return.

Simply sign into your email account and search for ‘Hani Mokhta or sales@hanimokhta.com’ in your inbox search bar. There could be a subscription confirmation email that you may not have approved.

If you believe you have subscribed accurately and still did not receive our emails, you may try to locate them in ‘Promotions/Other Inboxes’ in your email.

Our subscribers get exclusive news on collection launches, restock announcements and updates from us.

Yes, you can. Please refer to the product availability status on the individual product page(s) prior to your visit. Product availability may vary at the point of your arrival.

To avoid disappointment, we encourage using the 'Check In-store & Shipping Availability' link prior to visiting our Hani Mokhta Bangsar store. This feature is available in all product pages and will show the current stock availability status at all our sales channels: Shipping, Pickup & In-store.

So please don’t get mad if the product(s) are out of stock by the time you arrive at our Store.

We're happy to inform you that our store, Hani Mokhta Bangsar, accepts walk-ins.

We're located at:
15, Jalan Telawi 3, Bangsar, 59100 Kuala Lumpur

Our operating hours:
Tuesday, Thursday - Sunday: 10 am - 6 pm
Wednesday: 10 am - 5 pm
Closed on Monday

Store operating hours might differ during the festive season, Public Holidays & other closure periods. Kindly refer to our Instagram Story during these times.

We only accept cashless transactions for In-Store purchases. You may opt to pay with either Credit Card, Debit Card, Maybank QR Pay, Atome or GrabPay.

Unfortunately, our Hani Mokhta Bangsar store does not have a dedicated phone line.

For any questions or queries, please contact our Customer Service. Our Customer Service team can be contacted via the following:
1. Live Chat
2. Email: sales@hanimokhta.com
3. Call: 012-326 5264 (Monday - Friday: 9am - 6pm)
4. Instagram DM

Our Bespoke and Bridal studio (with confirmed appointment only) is located at 32, Lorong Dungun, Bukit Damansara, 50490 Kuala Lumpur

Our bridal and bespoke consultations are generally held from Tuesday through Saturday between 10am – 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

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.

The more the merrier! However, for your own comfort - we’d highly advise bringing no more than 3 guests during the appointment as our studio space is fairly limited.

The timeline for each Bridal Dress varies between orders for many reasons. However, we would need at least 3-4months from the confirmed order/appointment day to complete the order. The first fitting (prior to any finishing's) is normally scheduled on a date 40-50 days before your event date to accommodate the final fittings and adjustments that will occur.

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.

Our payments and invoices are issued in MYR.

You can pay using any of the following methods:
- Visa and MasterCard credit cards
- Bank Transfers

Wedding shoes and Nude underwear! It’d be great if you already have your wedding shoes, but if you don’t – we’d advise you to bring shoes of a similar height. It’s vital for us to know the heel height early in the design process so we can avoid any last minute alterations or changes in the design process.

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

During each fitting session, we will share and agree on your measurements thus allowing us to keep an eye on your measurements in between fittings. If you happen to encounter significant weight gain or loss after our agreed timeline – we will have to charge additional payment for the major adjustments required for your dress.

Yes and No – this all depends on your wedding date and which tier of the design process you are working with us on. It is advisable that we work ahead to agree on the timeline proposed with the possible fitting dates as this will provide our team with enough time to fulfill your order.

Our aim is to have your order ready for collection one week prior to your event date. We can then store the dress for you at our studio to collect at a convenient time before your event. As with all Bespoke and handmade projects – this one week window may also vary since we will be making improvements with the embellishments and finishing, up to the very last moment.

We might if we’re able to squeeze in our production schedule – we’re serious about making magic happen so feel free to Get in Touch with your last minute query.