Frequently Asked Questions (FAQs)

About Us / Products
Placing an Order / Reserving an Item
Payment Methods
Postage / Delivery
Resellers
Returns

Are your items original?
All our items are guaranteed 100% original / authentic / genuine and comes NEW with tags as shown on our listing photos.
Most of the photos on our online store are taken of the real product itself so you can have a better view of what you are purchasing.
We strictly DO NOT deal with knock-off, fake, imitation, counterfeit or designer inspired items on our online store.

Where do you source your products?
All our products come from either US, UK or Europe directly from factory outlets, boutiques and/or departmental stores.

How are you able to sell your products much cheaper than local store prices?
We only purchase our products during sale periods (50% discount or more), hence why we are able to offer good deals and low prices to our customers.
Having everything done online and not having a physical store to manage also helps us in reducing our costs.

Do you have a physical store?
NO, we don't. 
Plaza Shah Alam is just a location for COD/pickup. We do not have a store or outlet in Plaza Shah Alam.

Are your products ready stock or pre-orders?
ALL of our items are ready stock in Malaysia unless otherwise stated.
This is to ensure fast and prompt delivery to our customers - usually within 2 days of receiving full payment.

Do you do pre-orders?
YES, we do accept pre-orders for Kipling from serious buyers ONLY.

For pre-orders, please browse through items that are available from www.kipling.com website and send us an email at kipling.malaysia@gmail.com to request for a price quotation/quote for the item you're interested in (please include item name and color eg: Kipling Fairfax L - lilac orchid).
Once you are happy with the quote and are willing to proceed with order, a 50% non-refundable deposit is required (please be informed that pre-ordered items are usually more expensive than the prices we offer on our website - do take this into consideration before requesting for a quote).

Your pre-ordered items will take between 8-24 business days (within 2-4 weeks) to arrive in Malaysia.
Once item has arrived, buyer will need to complete the balance 50% payment within 3 days or order will be cancelled and deposit will be forfeited.

In cases where items get sold out or unavailable after deposit has been made, we will issue a full refund as soon as possible.

IMPORTANT NOTE: Pre-ordered items are non-refundable, non-exchangable (no cancellations too) and NOT eligible for multiple purchase discounts.

Should you have any questions, please do not hesitate to contact us!

Can you restock sold out items?
Most of the times we are not able to restock as the sold out items are usually not available anymore at source location.
However, we might be able to restock some upon request if item is still available. Just drop us an email :)

How should I clean / care for my Kipling products?
For Crinkle Nylon and Nylon bags:
- clean the outside fabric with a slightly wet cloth
- wipe in the direction of fabric
- do not bleach
- do not soak in water
- hang away from direct sunlight
For Leather bags:
- keep the bag dry and avoid contact with damp or wet surfaces
- limit exposure to direct heat or sunlight
- do not use any chemical cleaners to care for this product

How can I contact you?
We can be reached via:
Email: kipling.malaysia@gmail.com
SMS / Whatsapp: +6018-2792389

How can I place an order?
For cash deposit, online bank transfer, credit card and Paypal customers, please kindly use the shopping cart provided to place an order.

Checkout Procedure:
  • Click on a category
  • Click on the item you're interested in
  • Click "Add to Bag" to purchase an item
  • Click "Continue Shopping" should you wish to add other items into your shopping bag
  • Once you are done, click "Go To Checkout" or your Shopping Bag
  • Ensure you have selected the correct payment method for each item (5% surcharge will apply for credit card and Paypal payments)
  • Apply your coupon code if any (enter "DISCOUNT2.5" if you are purchasing more than 1 item)
  • Read the "Terms and Conditions" and check the box if you agree
  • Click "Checkout" to continue
  • Enter your shipping address and choose a delivery method, then click continue
  • Choose you payment method and enter your email address, then click continue
  • For cash deposit / online bank transfer, check your details and if all information is correct, click "Place Your Order"
  • For credit card & debit card payments, choose "Pay with my credit or debit card" tab and click "Pay Now"
  • For Paypal account holders, sign in to your Paypal account and click "Pay Now"
Please note that our shopping cart is encrypted with 128bit SSL encryption to ensure 100% secure shopping for you. All credit cards / debit cards information is NOT shared with seller but processed by a secure third party payment processor - Paypal.

I placed an order but did not receive any reply from you. What happened?
We will usually send out a reply within 24 hours of you placing an order.
Please check your spam or junk folder if there are no replies from us in your email inbox within this time period.
Should you not receive anything from us after 24 hours, please kindly re-send an order form or contact us via email (kipling.malaysia@gmail.com) or SMS/Whatsapp us on +6018-2792389.

NOTE: For customers who have used the shopping cart to place an order, we will not send a confirmation email until full payment has been made. This is because your order is automatically accepted and you can proceed with payment straight away.

How long can I reserve an item?
NEW Customers:
- Full payment required within 24 hours of reservation
- RM50 minimum deposit for each item to reserve for a maximum of 10 days (NO cancellation, NO exchanges and NO refunds - deposit will be forfeited if full payment is not received within 10 days)

RETURN Customers:
- Full payment required within 3 days of reservation
- RM50 minimum deposit for each item to reserve for a maximum of 10 days (NO cancellation, NO exchanges and NO refunds - deposit will be forfeited if full payment is not received within 10 days)

Cancellation must be done within 24 hours of reservation - NO BACKING OUT AFTER 24 HOURS OF RESERVING AN ITEM.
Please kindly only place orders for items you are 100% sure and confirmed will purchase.

I'm not sure whether I want to purchase yet. Can I come and view the items?
Sorry but we strictly do not offer item viewing.
COD/pickup orders at Plaza Shah Alam is only offered to confirmed buyers who are 100% sure they will purchase the item.

Should you wish to view Kipling product to check its size, color or material, please visit your local Kipling boutique and/or departmental stores.

Here is the list of all stores in Malaysia offering Kipling products:
- Mid Valley Megamall, Kuala Lumpur (Kipling boutique & Metrojaya)
- The Gardens Mid Valley, Kuala Lumpur (Isetan)
- Suria KLCC, Kuala Lumpur (Isetan & Parkson)
- Lot 10, Kuala Lumpur (Isetan)
- Pavillion, Kuala Lumpur (Parkson)
- 1 Utama, Selangor (Kipling boutique & Parkson)
- The Curve, Selangor (Metrojaya)
- Gurney Plaza, Penang (Parkson)

Can I pay to your CIMB, Maybank, RHB or Public Bank account via other online banking institutions (eg. Hong Leong Bank etc)?
YES, you can.
However, we will only mail out your items once payment shows on our account. This will usually take between 1-2 business days unless if you choose to transfer via instant transfer.

Do you do COD/pickup at other locations besides Plaza Shah Alam?
NO, we don't.
For now, we are not able to provide COD/pickup at other locations.

Do you accept installment payment plan?
YES, we do with the following terms and conditions:



What are the advantages for paying with Paypal?
- safe & secure bank account, credit card and debit card payments via SSL encryption (information is NOT shared with seller or any other parties)
- NO Paypal account is needed should you wish to proceed with direct payment via credit / debit card (just choose the "Pay with my credit or debit card" tab
- Paypal offers purchase protection for buyers - refunds for incorrect order or items that never arrive & a convenience process for resolving problems between buyer and seller

How long can I expect my parcel or package to arrive after making payment?
- For CIMB, Maybank & Public Bank customers, please expect 1 - 2 business days for delivery via Poslaju.
- For Interbank customers (RHB Bank, Hong Leong Bank etc), please expect 1 - 3 business days for delivery via Poslaju.
- For credit card / Paypal customers, please expect delivery within 1 - 2 business days for Malaysian customers (via Poslaju); or 5-15 business days for International / non-Malaysian customers (via registered airmail).

***The above time frame is a rough estimate and does not include delays by Pos Malaysia***

Where can I get my parcel tracking number?
For both Malaysian and international customers, your parcel tracking number can be found via this link.

What if my items get lost/damaged during shipment?
We carefully package all the parcels that are sent out via Poslaju to ensure your items will not get damaged during transit.
As of now, there have been no complaints on lost or damaged goods from any of our customers.

However, should your items get lost or damaged during shipment, we will refund you based on claims/compensations offered by Pos Malaysia as follows:
For damaged items, we will require customers to send the items back to us (we will bear the postage cost for this). A full refund (less seller's initial postage cost) will be provided.

Postage with Full Insurance:
Should you wish to opt for insurance (with insured value of up to RM3000), we can provide PosDaftar as an alternative.
Please note that PosDaftar mails/parcels will take an extra 2-5 business days to arrive compared to PosLaju and only applies to item/s with a total value of RM200 and above.
To read more on PosDaftar services, please click here.

Please contact us should you have any questions regarding this.

Can I become your reseller?
YES, you can!

WHY JOIN?
  • With the prices we offer, you can expect to earn between a minimum of RM10 to RM100 per item by reselling our products on your own established network (Facebook, Twitter, Blogger, your own website or even by word of mouth to your friends and colleagues) - just by doing a bit of advertising!
For Example:
WE SELL (Kipling Ciaran) TO YOU for RM260
YOU SELL (Kipling Ciaran) TO YOUR CUSTOMER for RM300
= You earn RM40 in the process
  • We will do the packaging and shipping work for you. Sender's details will be under your name in the postage slip - not ours (we will have NO direct contact whatsoever with your customers)
  • Use the information we have provided (item description and photos) by promoting and advertising our products on your network
  • Earn even more by purchasing more than 1 item from us in a single order by taking advantage of our multiple purchase discounts
TERMS & CONDITIONS
  • Our Reseller Program is only available for Malaysian residents
  • Sender's details will be under YOUR name and YOUR address in the Poslaju slip when item is shipped to your customer
  • Discounts for multiple purchases only applies to a single order to one single address. Just add between RM5-RM15 should you want to deliver to each additional addresses
For any questions or more information regarding this, please do not hesitate to contact Rina via email (kipling.malaysia@gmail.com) or SMS/Whatsapp 018-2792389.

As a reseller, am I entitled to any special discounts?
NO, to be fair to all our customers, we do not offer any special discounts for resellers.
Only the multiple purchase discounts applies as mentioned above.

Do you accept returns?
Unlike 99% of Malaysian online / blog sellers, we DO accept returns for all items that are sold (this applies to items that have not been mailed out as well).
In cases where customer is unhappy with their purchase (either due to product size, color, design or material as well as any defects on items - if any), we are happy to offer returns. To be accepted for returns:
  1. Items must be returned to us in their original unused purchase condition, including original product packaging / dust bag / gift box / documentation and/or warranty cards. Original tags must be attached.
  2. Pre-ordered items are NOT eligible for returns.
  3. Return must be made within 24 hours after receiving the item - please notify us through email or phone/Whatsapp.
  4. Item must be shipped via Poslaju with tracking and must be carefully wrapped to ensure product is not damaged during shipment (buyer will bear return postage/packaging costs).
  5. A partial refund (less 20% seller's restocking fee & less seller's initial postage/packaging costs) will be paid to buyer once all these criteria are met. For cases where buyer has received a defected item, a full refund will be provided (please note that we check our products thoroughly before sending them out).
  6. Please request for delivery address for item to be sent back to should you wish to proceed with return.
    No refunds will be issued for returns that do not meet these requirements.