FAQ
We are actually an online-based store, but! We do operate pop-up stores from time to time.
Explore your birthstones here.
Check out our size guide for bracelets and Mood Rings.
We are open to custom design/ size requests (subjected to availability). A custom fee will apply.
Yes, you can! Simply choose iPay88 at the checkout page to pay with online banking/ eWallet/ Credit/ Debit card.
Shipping
Yes, we do! Shipping rates differ between countries and will be automatically calculated based on the weight of your order when you checkout.
INTERNATIONAL
Shipping rates differ between countries and will be automatically calculated based on the weight of your order when you checkout.
MALAYSIA
- West Malaysia: RM7
- East Malaysia: RM14
Shipping is FREE* for orders with a total spend of above RM75 (total spend excludes discounts/ promotional products).
*This only applies for orders within Malaysia and will automatically compute during checkout prior to the completion of your order
At the moment, only delivery by courier service is available.
Orders are typically processed within 1 - 2 business days. Once ready, the delivery process may take up to 1 - 3 business days.
Business days include Monday - Friday, from 9 AM - 5 PM, excluding national holidays in Malaysia.
Your tracking number is provided in your shipping confirmation email that will be sent as soon as it's ready for delivery (this may be found in your Spam/ Junk folder)
There might be a few reasons why:
- Your order was shipped during our sales and promotions season
- Your order was placed close-to/ during a weekend/ public holiday*
- There were unpredictable circumstances beyond our control
*Deliveries are carried out during business days (Business days include Monday - Friday, from 9 AM - 5 PM, excluding national holidays in Malaysia)
For unsuccessful delivery attempts, track your parcel for its location for self-collection at the listed post office.
Uncollected orders after being held at the post office (past 7 business days) will be automatically returned to us, in this case, a fee will apply for redelivery.
Share the details of your situation here.
Visual evidence (i.e. photos, videos) of the products may be requested to expedite the process.
RESTRING SERVICES
Yes, we provide UNLIMITED FREE restring services for all of our bracelets!
We now offer two channels for this service:
- Delivery Service: Delivery fee will apply for us to return/ deliver the product to you
- Pop-Up Store: No delivery fee will apply
Request for a delivery service or visit our pop-up store today
Exchange
Yes, you can! Size/ Product Exchange must be requested within 3 days from receiving your product(s) and returned to us within 7 days following this period.
The delivery date listed under your tracking number will be considered as the day your order was delivered to you.
Do note that exchange is subjected to product availability within the 3-day period. If the product(s) is not available during this period, you can either opt to ship the product(s) when it's available or to select a replacement product(s) from our store. The replacement item(s) should be equal to/ exceed the cost of the product you would like to exchange.
We now offer two exchange/ return methods:
- Online Exchange: Delivery fee will apply for us to return/ deliver the product to you
- Pop-Up Store: Free exchange (subject to store operation)
The product must be returned in the same condition when received (placed in its original packaging and bubble wrapped to avoid any damages during delivery).
If the product(s) appears damaged/ used (visible wear and tear/ bodily fluids residue), the exchange request will be voided and a delivery fee will be requested to return the product(s) back to you.
Return & Refund
Return and refund is available for if wrong/ damaged product(s) received and should be reported within 3 days from receiving your product(s) and returned to us within 7 days following this period. The delivery date listed under your tracking number will be considered as the day your order was delivered to you.
Do note that exchange is subjected to product availability within the 3-day period. If the product(s) is not available during this period, you can either opt to ship the product(s) once it is available or to proceed with a refund.
Return and refund is only permitted if wrong or faulty product(s) are received (damaged as a result of production defect). Return and refund is not available for/ if:
- Product(s) with minor size discrepancies and irregularities that has been disclosed on our product pages
- Reports on damages made after 3 days from receiving your product(s)
- Product(s) reported damaged after use or worn (visible wear and tear/ bodily fluids residue)
- Returned orders (to MOOSH) due to unsuccessful delivery attempts
- Change of mind