Return & Exchange
IMPORTANT: Kindly note that all returned parcels with no indication of order number will not be entertained.
Download RETURN FORM here.
The Black Bow accepts:
- Returns of defective item, wrong item, item with measurement errors (difference within 3cm is not considered an error).
- Returns of item for a one-time size exchange to the same design.
- Returns of item for store credit refund. For more info on store credit refund, please see below 'Conditions for store credit refund'.
- Returns of item for the first time only. We reserve the right to decline the return if the order was returned & exchanged before.
- For color exchange, it will be categorized under store credit refund and shall follow store credit refund policy.
Customers can refer to here on how to use the store credit.
Defective item or wrong item:
We're sincerely sorry that you received a defective/wrong item. Please rest assured that we'll take care of your returns and the replacement/refund.
- For wrong item or defect, please email us at postmaster@theblackbow.com.my with your order number, and a photograph of the item.
- Customer to provide us the courier receipt for postage reimbursement, in the condition that customers appointed a legally registered courier service company for the returns at a standard postage rate (For 1st kg: RM8 or below for WM; RM15 or below for EM). The Black Bow reserves all right to decide and adjust the reimbursement amount if the postage amount is out of the standard courier price range.
- Postage reimbursement will be done within 3-5 working days after the returned item and courier receipt is received.
- We will get back to you as soon as possible and assist you with a replacement after the returned item is received. If the piece is no longer in-stock, we will proceed with a full refund in store credit.
- For the method of returning a parcel, please refer to 'Return Procedure' at the bottom of this page.
What cannot be returned or might incur an extra charge:
- Purchase of sale items, intimates, accessories, and bags are final and cannot be returned or exchanged.
- Kindly note that a cleaning fee or repairing fee, calculated at 10%-30% of the item's price will be incurred if any dirt/stains/sewing breakage/torn is found on the returned items. We reserve the right to judge and reject a return if a serious condition is found whereby the item is not refurbish-able. Customers are reminded to handle all clothes with care and make sure the returned item is in good and original condition.
- For customers who stay outside of Malaysia, a shipping fee will be charged for size exchange.
- Due to lighting issues, there may be some color differences in all items, especially in red. We will do our best to adjust the photos in post-production, and we ask customers to allow for a color variance of 20%. Items returned or exchanged due to color differences of less than 20% will incur a processing fee of RM10.
Fabric care:
- Most knitted, woolen, and nylon garments may experience pilling, especially in areas with frequent friction, such as cuffs, pocket edges, and contact points with bags. Customers who are concerned can use a lint remover regularly.
- Sheer and satin items are prone to snagging, which is considered normal wear and tear.
- Items with fur may experience some shedding.
- Pure cotton, linen, and silk fabrics tend to shrink after washing, which is a normal occurrence. If you prefer a looser fit, consider purchasing one size up. Tumble drying is not recommended.
- Dark-colored items may experience some fading or bleeding, particularly red. We recommend that customers:
- Hand wash and soak dark items for the first few washes.
- Store dark clothing separately from light-colored items upon receipt.
- Avoid pairing dark clothing with light-colored bags, clothing, or any items during the first few wears to prevent color transfer.
Conditions for returns:
- Kindly ensure the items are in their original condition whereby unworn, unwashed, unaltered and still with their tags intact.
- 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).
- A soft copy return form must be sent to us via email or a hard copy must be attached in the returned parcel.
- For size exchange, customers are responsible for the postage cost of the returns. The Black Bow will bear the shipping fee for the shipment of the exchanged item.
- For defect or wrong item, customer may provide us the courier receipt for postage reimbursement. For more info, kindly refer to 'Defective item or wrong item' above.
- All return procedures will be dealt via mailing only.
- The Black Bow reserves the right to reject a return, refund, and/or exchange if the returned item does not meet the requirements for returns stated above, or if The Black Bow fails to receive the returned item. For light colors item, extra care is required when handling it, The Black Bow reserves the right to reject the return, refund, and/or exchange if the item is stained or dirty.
Conditions for store credit refund:
- All returns for exchange to other designs or colors, will auto-proceed with a refund in store credit form.
- Store credit will be credited to customer's account within 3 to 7 working days after the returned item is received.
- 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).
- Customer who opt for store credit refund in the Return Form, means they agree on the processing fee
- Store credit will be valid for 365 days from the issuance date 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.
- Appreciation Credit and Birthday Credit is non-refundable in return and refund case.
Customers can refer to here on how to use the store credit.
Purchase and return case by using expiring credit:
If an expiring credit is used to make a purchase, and meets the below situation:
- The item is out-of-stock and the credit will be refunded to customer's account with an extended validity for 3 months.
- The item is returned by customer and the credit will be refunded to customer's account with its original expiry.
When the exchanged item will be shipped:
| If the exchanged size is available in | The exchange item will be shipped in |
| Ready stock | 3 to 5 working days |
| Preorder | 16 to 20 calendar days |
Return Procedure:
- Fill up this Return Form and email us a soft copy at postmaster@theblackbow.com.my or attach the printed hard copy together with the returned parcel.
- Pack the returned item(s) with its original packing material. You have to ensure that the returned parcel is packed and sealed properly.
- Appoint a legally registered courier service company and ship the item to below address:
The Black BowNo. 38-02, Jalan Kota 2/3,Taman Cahaya Kota Puteri,81750 Johor Bahru, Johor.011-39582003(The number is for parcel pick up only, please do not call/whatsapp to the number)