FAQs

Will you guys be restocking any of the sold out pieces?

We engage in smaller and smarter production runs. Unfortunately, we do not restock products once they have sold out. We may receive some items back via returns/ exchange, which will then be made available online – so keep an eye out!

 

I’ve just placed an order but realised I’ve made a mistake with the address. Can I cancel or change my order?

As our order are being packed and shipped quickly, we are unable to cancel or change the details in order once it has been placed. However, if it’s within an hour, you can try to contact our friendly customer service at support@dear-alex.com and we might be able to change your order details for you.

 

What is Atome?

Atome is a digital service that allows you buy an item now and pay it off later in monthly instalments. All information regarding Atome can be viewed directly on the Atome website at the link https://www.atome.my/how-it-works.

 

When will my parcel be shipped?

We aim to deliver your parcel as soon as possible for your convenience. Your order will be dispatched within 24-48 hours after being placed, unless placed over a weekend or on a public holiday – if this is the case, it will be dispatched on the next business day.

 

How long will I receive my parcel?

Estimated time of delivery within Malaysia is 3-8 business days and 6-14 business days outside Malaysia.

 

How can I track my order?

Once your order has been dispatched, you will receive an email containing the tracking number, which you can use to track the progress of your delivery.

 

Do I have to pay the customs fee for International shipments?

Dear Alex will not be in charge of duties, taxes, and any import fees for all orders. Customers will be liable for all import duties and taxes levied by the country your order has been shipped to.

 

I did not receive my parcel. I think it is lost or stolen.

In the case of a lost or stolen package, it is the responsibility of the courier company and all inquiries must be directed directly to them.

 

Can I return my order for exchange/ refund?

Yes, full-priced items can be returned for an exchange/ refund (store credit) provided only if they are in their original condition and meet all our return requirements:

  • All customers must be in touch with Dear Alex before returning the package.
  • All returns must be sent back within 16 days of receiving your Dear Alex purchase.
  • All returns must be unworn, unwashed & in original condition with all tags attached.
  • All returns or exchanges must be posted to the address below with a copy of our return/ exchange form.

Our Address:
Taman Kobusak Jaya
Jalan Kendara 2, Hse 32
88200 Penampang
Kota Kinabalu, Sabah

Kindly note that all return shipping is the responsibility of the customer. Dear Alex reserve the rights to reject any refunds if the return item doesn’t meet above conditions.

 

What do I do if I think an item is faulty?

If you believe your item is faulty, please contact Dear Alex Customer Care at support@dear-alex.com prior to sending it back. We cannot accept liability for an item until it is returned and has been confirmed as faulty by our garment technicians.

Definition of faulty:

  • Goods that didn’t meet their condition.
  • Goods that have been falsely described.
  • Goods that are not the goods you ordered.
  • Goods that have defects that were not obvious/ that we did not bring to your attention.

 

How long will it take to receive my refund?

Once your returns is received in our office, it may take up to five business days to process. Expect to receive the refund in approximately 26 business days from the date you returned your items.