1. Order Enquiries
I NEVER RECEIVED MY INVOICE WITH MY ORDER. WHERE CAN I FIND IT?
We aim to create a more sustainable shopping experience. To reduce waste, paper invoices have been removed. Please do check your spam folder, just in case it may have ended up there. Otherwise please email us at firstname.lastname@example.org.
HOW DO I TRACK MY ORDER?
The tracking information should be emailed to you as soon as your order has been despatched. If you have not received your despatch email with the tracking information for your order, please email email@example.com and a member of our Customer Care team will happily look into this for you!
WHAT ARE THE PAYMENT OPTIONS AVAILABLE?
Yes you can pay via FPX bank transfers, Boost, TouchnGo Wallet (for Malaysian bank accounts only).
We also accept all major credit cards and online money transfers via our payment processing partners (Visa and Mastercard). Please be advised that all your transactions are done securely on their website and we do not retrieve or collect your credit card details.
CAN I CHANGE THE ADDRESS OF MY ORDER?
If you need to make a slight change to your shipping address, kindly drop us an email at firstname.lastname@example.org. We are able to change the address as long as the package has not left our HQ. Unfortunately, if the package has already been shipped out, we will not be able to make this change.
MY ITEM IS FAULTY!
We are sorry you have a faulty item but we are happy to refund or replace item(s) within 14 days following the delivery of your item(s). Please contact our customer care team at email@example.com with the following details:
- Order number
- Item(s) name, size and colour
- Description of the defect
- Photo proof of the defect
CAN I OPT FOR SELF PICKUP?
Course you can! Upon checking out, kindly select the 'Pick-up' category and you may then place an order. Once your order is ready for collection, you will be notified! We will need 24 hours after an order is placed to get it ready.
Note: Self pickup option will be rolled out in September onwards.
HOW LONG WILL MY ORDER TAKE TO ARRIVE?
Our current processing time to dispatch an order from our HQ is 3-5 working days excluding the day the order was received.
Once your parcel has been dispatched from our HQ, it will take approximately:
West Malaysia: 1-3 working days
East Malaysia: 3-5 working days
Rest of the World (ASEAN, Australia, New Zealand, UK) : 7-14 working days (will be rolled out in the near future)
Due to the ongoing effects of coronavirus around the world and potential for delays in local customs, the information provided is for guidance in the event of no significant delays.
WILL MY ORDER BE CHARGED CUSTOM DUTIES/TAXES?
Some countries charge a duty or tax on packages imported from Malaysia over a certain value. If your order exceeds the maximum amount, you may be asked to pay a duty fee to receive your order. Please check your country's tax specifications prior to placing your order, as we cannot be held responsible for any tax payments.
3. Product Information
WHERE ARE MY PRODUCTS MADE?
Whilst we are unable to give you exact details of who our manufacturers are for confidentiality reasons, we can happily confirm the team is incredibly passionate about the working conditions for those in our manufacturing facilities in Indonesia. All employees are paid above the minimum wage (13months) and provided with employee benefits including medical insurance for their spouse and children.
WHAT ARE MY PRODUCTS MADE OF?
Our fabric is made of 77% Recycled Nylon + 23% Elastane, produced from post-consumer waste, such as plastic bottles, with OEKO-TEX® Standard 100 and Global Recycle Standard (GRS) certifications.
HOW DO I CARE FOR MY GARMENTS?
To ensure your pieces get the love and care it needs, we recommend the following:
- Handwash (most preferred)
- Wash inside out
- Do not dry clean
- Do not tumble dry
- Do not bleach
- Do not use chemical detergents (e.g., fabric softener) as it makes the fabric harsher
- Dry away from direct sunlight and heat
- Always wash bright and dark colours separately
STOCKISTS - ARE YOU STOCKED IN A PHYSICAL STORE?
While we do not have a physical Āina Collective Store, we aim to participate in local bazaars and pop ups - you can shop us in store there! Keep an eye out of any announcements on our Instagram page or website!