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FAQ

Do you have any physical store?

Thank you for your interest but currently we're available online only. You may purchase all of our items via our official website. 

We will be having pop-up store occasionally, do like and follow our Facebook and Instagram for latest info.

 

How long can I receive my order after the order is confirmed?

For ready stock items, we will ship the items to you within 1 to 2 working days after payment confirmed. For preorder items, we will ship the order around 12 to 16 working days after payment confirmed. After the order is shipped, another 2 to 3 working days are required for delivery within West Malaysia, 5 to 10 working days are required for delivery to East Malaysia and Singapore. For more info, please check out our Order & Delivery here.

Any delivery dates stated during the order process are estimates only.


Can I cancel my order?

We're sorry that no cancellations can be made to your order once the order is confirmed. Should you have any issues with the order, feel free to email us at postmaster@theblackbow.com.my. Our working hour is 10am to 5.30pm from Monday to Friday and 10am to 1pm for Satuday. We'll reply to you soonest possible after we receive your message.

 

Can I change the ordered item before I receive it?

Customers are encouraged to double-check the order details before placing order. Once the order status has been updated to 'confirmed' or 'shipped', customer cannot change the order anymore. Should you have any issues with the order, feel free to email us at postmaster@theblackbow.com.my. Our working hour is 10am to 5.30pm from Monday to Friday and 10am to 1pm for Satuday. We'll reply to you soonest possible after we receive your message.

 

Can I change my delivery details after the order is confirmed?

Yes. Delivery details can be changed as long as the order is not shipped yet. Feel free to email us at postmaster@theblackbow.com.my. Our working hour is 10am to 5.30pm from Monday to Friday and 10am to 1pm for Satuday. We'll reply to you soonest possible after we receive your message.

 

What is your return and exchange policy? 

We allow one-time size exchange to the same design or a refund in store credit. 

  • For size exchange, customers are responsible for the postage cost of the returns. The Black Bow will bear the shipping fee of the exchanged item.
  • For store credit refund, a processing fee of RM10 will be incurred for each returned piece. The total refund amount will less any discount given upon purchase (including the shipping fee if the total order value is less than the required order amount for free shipping). Store credit will be valid for 365 days and can be redeemed during your next purchase on our website before its expiry. Store credit is strictly non-refundable, non-extensible and non-transferable. Store credit cannot be used to pay for the delivery charges and shipping fee.
  • For color exchange, it will be categorized under store credit refund and shall follow store credit refund policy.

For more info, please check out our Return & Exchange Policy here.

 

What is the timeline for me to return the item?

Item must be returned to us within 20 calendar days for Malaysia and Singapore customers, or within 30 calendar days for other overseas customers, from the date the customer received the purchased item (the date whereby the delivery is successful according to the courier tracking).

 
Does your company refund in cash?

All refunds of returned items will be made only in the form of store credit.

 

How long can I receive the exchanged item?

For ready stock items, please allow 3 to 5 business days for us to hand over the item to our local logistic partner. For preorder item, please allow 16 to 20 days.

For more info, please check out our Delivery & Shipping here.

 

How long can I receive the store credit refund?

Store credit will be credited to the customer's account within 3 to 7 working days after the returned item is received.

 

I received a defective/wrong item, how do I request for an exchange?

Please accept our sincere apology that you had received a defective item. Kindly email a clear photo of the defective area and your order number to us at postmaster@theblackbow.com.my.

We will get back to you as soon as possible and assist you with a replacement after the returned item is received. 

For more info, please check out our Return & Exchange Policy here.

 

How do I return the item to your company?

Kindly note that all return procedures will be dealt via mailing only. Customers may appoint any legally registered courier service company and ship the item back to us. 

For more info, please check out our Return & Exchange Policy here.

 

Can you deliver to P.O. Box?

Unfortunately, our courier partners do not deliver to P.O. Box address.  

 

For more questions that are not stated here, feel free to contact us at postmaster@theblackbow.com.my.

Thank you and have a happy shopping!