Frequently Asked Questions
- HOW DO I REGISTER AN ACCOUNT?
- HOW DO I EDIT OR UPDATE MY ACCOUNT INFORMATION?
- I FORGOT MY PASSWORD, WHAT SHOULD I DO?
- WHAT IS "WISHLIST"?
- HOW CAN I BE NOTIFIED OF THE LATEST NEWS AND PROMOTIONS?
- WHAT ARE NEWSLETTERS AND WHY SHOULD I SUBSCRIBE TO IT?
Simply click on the "Login / Register" link at the top-right of the page and follow the prompts to set up your secure account. All details submitted are private and confidential.
Step 1: Login to your IKW account, and then click on "My Account".
Step 2: From your Account Dashboard, click the "Change Account Settings" button.
Step 3: Change the necessary details and click "Submit" to save.
Don’t worry, just click the “Forgot My Password” link on the Login page. We will send a link to your email address, where you can create a new password.
This is where you can view items that you like, which you mark for future purchase. To mark a product and put it in your wishlist, click the "Add to Wishlist" button on the side of the desired item. You may log into your account to access this wishlist at any time.
The best and fastest way to receive the latest updates is to subscribe to our newsletter! Scroll to the bottom of any page, click on the "Subscribe to Newsletter" link and fill in your email address. You can also stay tuned by following the social media updates on our Facebook page.
Newsletters are usually used to keep you up-to-date with our products and exclusive deals. Be one of the first to find out about any discount promotions or special offers!
PRODUCTS / ORDERS
- HOW DO I PLACE AN ORDER?
- MY ORDER HAS NOT ARRIVED YET. WHAT SHOULD I DO?
- WHAT IF AN ITEM I ORDERED IS OUT OF STOCK?
- HOW DO I CHANGE MY ORDER?
- IS MY ITEM UNDER WARRANTY?
Step 1: At the product page, select the appropriate size, colour, etc. and then click the "Add to Cart" button.
Step 2: When you are ready, check the details of the products in your cart before clicking on "Checkout Now".
Step 3: You will be directed to the "Login" page, where you can login to your account. If you do not have an account, just register a new one for free.
Step 4: Next, fill in your billing and shipping details, select your payment method, and click on the "Checkout" button.
Step 5: Once the transaction is successfully completed, you will receive an order confirmation email.
We aim to have your items shipped to you as soon as possible, please allow for the given estimated delivery time. Once your order has been picked up by our logistic partner, you will be able to track its delivery status via the tracking number and link sent to you. If you have any concerns, please do not hesitate to contact Customer Service.
While we make every effort to keep all listed merchandise in stock, occasionally we may be sold out of a certain item. We will send you an email update if we are out of stock on an item you have ordered. It will then be your choice to either proceed and keep the order in place or cancel it.
If you need to change an order, please contact Customer Service. Some items ship within 2 to 3 business days, while other items may ship on the same day of your order, so we need to be informed as quickly as possible. Requests are not guaranteed until you receive an email confirmation.
Yes, if a warranty card is included in your product package. Please check the card for contact details of the authorized warranty centre.
- DO YOU OFFER FREE DELIVERY?
- WHAT IS THE DELIVERY LEAD TIME?
- HOW DO I TRACK MY ORDER?
- DO YOU SHIP INTERNATIONALLY?
- WHO ARE YOUR LOGISTIC PARTNERS?
All orders in Peninsular Malaysia with a paid price of RM70 and above automatically enjoy FREE delivery, while orders amounting to less than RM70 will be charged a flat fee of RM5. Please refer to our Shipping page for East Malaysia and International delivery charges.
Customers in Peninsular Malaysia can expect to receive their order within 3 to 7 business days, while delivery to East Malaysia ranges from 7 to 14 business days.
You can track your order via the carrier's tracking system; your shipping confirmation email will contain a tracking number and link for your use. Please note that it may take up to 24 hours from the time an item is shipped to the time information is available for viewing on the carrier's website.
Yes we do! Please refer to our Shipping page for the list of countries.
Orders are shipped via GDEX or PosLaju.
- WHAT IS YOUR RETURNS POLICY?
- WHAT IS THE RETURN PROCESS?
- DO I HAVE TO PAY FOR SHIPPING WHEN I RETURN MY PARCEL?
Return of products can be applied under one of the following categories:
- defective product;
- billing or shipping discrepancies; or
- damaged product.
You can contact Customer Service and initiate a return within five days from the day you receive them, for a full store credit of the paid price. Please ensure that the items are unworn or unused, and are in their original packaging with tags intact.
Step 1: Contact Customer Service to initiate return.
Step 2: Pack your item/s in a box or sealed mailer bag, including the invoice (original or photocopy).
Step 3: Bring your package to a PosLaju drop-off point, fill in the Return Label using the details that we shall provide, and affix the label to the package.
Step 4: Please remember to keep the receipt for tracking purposes and as proof of your return.
No, return shipping is free! Our Customer Service will be happy to take you through the process.
- WHAT FORMS OF PAYMENT DO YOU OFFER?
- HOW WILL I KNOW THAT MY PAYMENT WENT THROUGH SUCCESSFULLY?
At IKW, all information is protected by means of industry-leading encryption standards. You can easily make payment via the following methods (please note that additional charges may be incurred if you use a non-Malaysia issued card due to Foreign Exchange):
- Credit Card: We accept Visa and MasterCard.
- Debit Card: We accept Debit Cards too!
- u-Pay: IKW’s own payment gateway for online transactions, local and international.
- FPX: Make real time online payments using your current or savings account. All you need is an Internet banking account with any of the participating banks, which include Maybank, CIMB and RHB.
All successful transactions will receive a confirmation email. If you do not receive such confirmation, please contact Customer Service to confirm the placement of your order.
VOUCHERS & PROMOTIONS
- HOW DO I USE MY VOUCHER?
- CAN I USE MULTIPLE VOUCHERS FOR THE SAME ORDER?
- HOW MANY TIMES CAN I USE THE SAME VOUCHER?
At the checkout page, enter the promotional code you have received in the field provided, and then click “Proceed”.
Unfortunately, only one voucher can be used for each order.
Unless stated otherwise, promotional codes are generated for one-time use only.
If you would like to speak to someone for assistance, you can easily reach us via:
Phone : +603 2242 0831, Mondays to Fridays, from 9am to 6pm
Email : email@example.com