FAQs

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ORDER FROM SINGAPORE

SHIPPING INFO

RETURN & REFUND

PROMOTIONS

ORDERS PLACEMENT

MEMBERSHIP

PAYMENT

MEMBER ACCOUNT

SIZE GUIDE

OTHERS

COLLABORATION

ORDER FROM SINGAPORE

What are the shipping fees to Singapore?

We offer free shipping with no min spend . Order preparation takes 1-3 working days, while the estimated delivery time to Singapore is approximately 5–10 working days.
How can I track my order?

After your order is paid and processed, you'll receive an email with tracking details
What payment methods are available? And what is the currency exchange rate?

We accept Visa, MasterCard, Debit card for Singaporean customers. Transactions will be charged in Malaysian Ringgit (MYR). The SGD amount displayed is an estimate. The exact charge in SGD depends on your card issuer's exchange rate on the billing date. There may be a slight difference (less than 1%) from what's shown on the site, as the exchange rate is set by your bank, not AIR SPACE.
How can I return or exchange an item?

Singaporean customers can return items within 30 days ( calculation starts the day the parcel is delivered ) to our Singapore downtown return hub, avoiding international shipping. After your item(s) go through QC check, the team will issue a refund for you in the form of REFUND CREDIT.
Do prices include taxes and customs?

Prices include sales tax but exclude customs fees. Orders under SGD 400 generally aren't subject to customs fees. If customs fees apply, Ninja Van will contact you for payment before final delivery.
Can I try on items in a physical store in Singapore?

Currently, we only have physical stores in Taiwan and Kuala Lumpur. The most convenient store locations for Singaporean customers are at Mid Valley Mega Mall KL and TRX The Exchange. You can view the full list of outlets by clicking "Find a Store." We are planning to open stores in Johor Bahru and Singapore in the near future. Please stay tuned!

SHIPPING INFO

SHIPPING INFO

We deliver all orders via courier partners to standard addresses. Shipping rates and time frame are as below:

We are only able to deliver to one address in a single order. To deliver to multiple addresses, we recommend placing a separate order for each address. Kindly note that combination of orders into one shipment is not possible.

Please do check the status of your order via the online tracker once you have received the tracking information of your parcel. Do allow at least 12 hours for the tracking number to be processed and reflected on the tracking system.

Upon delivery, you may be requested a signature/photo by courier service personnel to validate the delivery of the parcel. You may inspect the packaging of the parcel and ensure that the seal is not damaged or opened before you sign. In circumstances where the seal is found broken, you may take a photo of packaging and refuse the delivery, later please contact us and we will do our best to assist you.

Due to the impact of the epidemic, mostly condo/flat/office building or any locations with security/reception counters will not allow courier service personnel to enter. Hence, customer must be aware of the delivery restriction of your area as parcel could be delivered at security/reception counter.

If in the event that your parcel is not received but the delivery status is updated as delivered and signed, please report to us within 14 days from the date of the "Successful Delivery". Otherwise, we are unable to accommodate any claim made thereafter.
WHERE IS MY ORDER/PARCEL?

When your order is ready to ship, you will receive a shipping notification via email and member center. You can then check the delivery status via online tracker.

Please note that the estimated date is not actual delivery date. The actual date is subject to the arrangement of the courier company.
I KEY IN WRONG ADDRESS, HOW DO I CHANGE IT?

Once your order has been shipped, we are not able to make any changes. You may contact respective courier company to assist you.

If your order has not been shipped yet, we could assist to change the shipping address for you. Please contact us as soon as you realize it, as we will check whether we able to update it before shipping.
WHAT SHOULD I DO IF THERE'S A DELAY IN DELIVERY?

We are sorry your parcel has been delayed. While there may be a delay in the delivery, no action is needed on your end. You may continue tracking your parcel via online tracker.

However, please contact us if you found there is no update on delivery for 3 days and above.
WHAT HAPPENS IF I MISSED THE DELIVERY?

Depending on the courier company, your delivery may be reschedules to the next 1-3 working days. You may also contact the courier company to arrange a redelivery by providing them your tracking number.

Take note: we are unable to arrange redelivery once the parcel has been returned to us. Kindly check on the delivery status via the online tracker once you have received the tracking information of your parcel.

If you have any trouble receiving your order, please reach out to us and we will do our best to help get your order to you!
CAN I REQUEST TO DELIVER ON SPECIFIC DATE?

Unfortunately, we are not able to specific the delivery date or time. The delivery will be fully arranged by courier company. You could contact courier company if you wish to expedite the delivery.
DO YOU PROVIDE URGENT DELIVERY?

Sorry! We do not provide urgent delivery, although you are willing to pay more.

It will take at least 4-6 working days for us to process and deliver your order. To avoid disappointment, we strongly recommend that you place your order with us at least one week in advance.
CAN I SELF COLLECT PARCEL/ASSIGN A COURIER COMPANY FOR DELIVERY?

We do not provide self collect all the time because warehouse company is private organization, at the same time to protect the interests of warehouse team and customer. All orders will be delivered by courier company, even the COD payment parcel. This is in case there is any issue with the parcel, we will have solid evidence to hold the courier company responsible.

Besides, we are working with various courier partners to ensure your parcels arrive on time. Therefore, we are unable to assign your preferred courier company to your order.
DO YOU SHIP TO P.O BOXES, MILITARY ADDRESSES OR PARCEL LOCKERS?

Currently, our delivery method does not provide delivery to P.O BOXES, MILITARY ADDRESSES OR PARCEL LOCKERS. To ensure your parcel is delivered on time, please enter a full and complete home or business address.
DO YOU PROVIDE INTERNATIONAL SHIPPING?

For MY official website (current page that you're), we only ship to Malaysia and Singapore. But have no fear, visit our HQ or Global website and check out if we deliver to your place!
WILL I BE CHARGED CUSTOM DUTY OR IMPORT TAX?

International shipping may apply custom duty or import tax charges. These charges are paid by the receiver. Unfortunately, custom duties and import taxes are charged at random by your local customs authority.

Note: Due to different tariffs and customs policies applied on different countries, we cannot determine on how much that cost you need to pay. It is recommended to confirm with the local customs before ordering.
CAN I BUY AN ITEM AND SHIP IT TO SOMEONE AS A GIFT?

Yes, you can, as long as you have provided the correct recipient details. Hence we will process your order according to the receiver's detail. Unfortunately, we use standard packaging for all orders, so we do not offer any special gift wrapping or wishes card.

RETURN & REFUND

FOR ONLINE PURCHASE
For online purchases, enjoy a 30-day return policy.

REFUND METHODS:
- Refunds will be issued in the form of Refund Credit to your AIR SPACE member account. Refund Credit can be used for future purchases on our website with no expiration date.
- We do not offer exchange services online.
RETURN & REFUND PROCESS:

For defective or wrong item(s), please contact our customer service team directly.

For general returns and refunds, please follow the steps below:

LOG IN >> MY ORDERS >> Click "APPLY FOR RETURN" on the order >> Select your items >> Ship back items following email/member account (my message) instructions >> AIR SPACE will inspect the conditions within 7 working days of receiving your parcel >> AIR SPACE will email you the QC results >> Refund will be processed as Refund Credit in your account within 14 days after QC completion.

After submitting a return request, please allow us 1-2 working days to approve and reply to your email with the return address (excluding weekends and public holidays).

*Rest assured, the waiting period for our approval and the return address will not be counted within the 30-day return timeframe.

PRODUCT CONDITIONS:

All items must be in tip-top shape—unworn, unwashed, unaltered, and with all tags intact in original condition. Pack them nicely, we do not accept poor/no packaging, only original packaging.

RETURNABLE ITEMS CRITERIA:

Inspect items beforehand & apply for return or dispute within 30 days of parcel delivery (date by tracking number). One return and refund per order number.

Clearance items at 50% off or more, shapewear, bras, and underwear are non-returnable.

VOUCHERS & POINTS:

Vouchers and points applied to returned orders will not be refunded, and no additional points will be credited for future purchases. If the remaining order, after a return, no longer meets the original order's promotion criteria (such as free shipping, discounts, vouchers, or free gifts based on a certain shopping basket size), the refund will be prorated. In such cases, kindly return the free gift along with your products.

ONE RETURN PER ORDER:

Each order is only allowed one time of return application, if you have multiple items in one order that you wish to return, make the application for them all in one go.

SHIPPING & DELIVERY:

Ship your return via a trackable courier & you are responsible for the return cost. Please choose a reliable courier service & ensure to deliver during working hours only.

WALK-IN/E-HAILING/ COD:

Sorry, we do not accept walk-ins at our office/retail store, or E-hailing for returns/refunds

No cash on delivery returns. All COD parcels go back to you.

LOST/ DAMAGED IN TRANSIT:

If a courier misplaces your return or if the parcel is damaged during transit, we'll help out, but we are unable to cover the claim or cost.

DISCLAIMER:

AIR SPACE reserves the right to reject certain return or refund requests based on our sole and final judgment. (But It rarely happens. )
FOR OFFLINE IN-STORE PURCHASE

Looking to try items at home? Unsure of your choice? Change your mind?

No problem! For in-store purchases, enjoy a 7-day exchange policy.

EXCHANGE ONLY, NO REFUND

For offline purchases at our physical stores, we offer exchange services only, no refunds.

Exchanges are allowed only at the original purchasing outlet.

PRODUCT CONDITIONS:

All items must be in tip-top shape—unworn, unwashed, unaltered, and with all tags intact in original condition.

Clearance items at 50% off or more, shapewear, bras, and underwear are not applicable for return or exchange.

ONE GO ONLY :

Each receipt is only allowed one time of the exchange process. If you have multiple items in one purchase that you wish to exchange, bring them all in one visit.

WHAT CAN YOU EXCHANGE FOR?

You can exchange for items of the same or higher original price, subject to the original purchasing store's availability. If the new item is pricier, just pay the difference.

HOW WILL THE BILL BE CALCULATED?

The billing total after the exchange follows the same promotion rules as your original purchase. If a promotion was used, exchanged items must qualify for the same promotion criteria. All pricing differences will be calculated in original prices, regardless of the promotion rules.

NO ONLINE ORDER EXCHANGE IN STORE

We cannot accept exchanges or returns for online purchases in-store, and vice versa.
DEFECTIVE OR WRONG ITEMS
I RECEIVED A DEFECTIVE ITEM, WHAT SHOULD I DO?

We apologize that it did not work as we promised, and sincerely apologize for any inconvenience you have faced due to it！

FOR ONLINE PURCHASE:

Please drop us a message here or email us within 7 days from the date of delivery with the following info:

- Your Order Number (e.g 022XXXXXXXXXX)
- The product SKU code or name of the defective item
- Clear photo and video of the defective part

Our Customer Care team will get back to you as soon as possible and assist you.

FOR RETAIL PURCHASE:
Please bring along the defective item and receipt to the purchased branch within 7 days of receipt date. Our staff will provide further assistance in-store.

WHAT IS CONSIDERED AS DEFECTIVE?
Some common defects include:
- Tears or holes
- Broken or missing buttons or zippers
- Inconsistent sizing within a product line
- Stains or discoloration that cannot be removed
- Misaligned or uneven seams
*Variation of 1-3CM in measurements will not be counted as a defect.

All returns are assessed on a case-by-case basis.

We reserve all rights to exercise discretion in what constitutes a defect. If, upon stringent checks, we find that the item does not qualify as a defect, the customer would have to proceed with a return as per our return policy.
WHAT IF I RETURN INELIGIBLE ITEMS?

If you return ineligible items, you will receive a QC result notice indicating a failed result. Consequently, the return will be rejected, and the item will be sent back to you. Redelivery fees may be incurred and will be borne by you.
INCORRECT REFUND AMOUNT / DID NOT RECEIVE REFUND

If you have received an incorrect refund amount or have not received any refund, please contact us immediately.This might due to we are unable to extract the banking records that's more than ONE month. We appreciate your understanding in this matter.

PROMOTIONS

TERMS AND CONDITIONS (APPLICABLE TO ALL PROMOTIONS)
GENERAL:
1. Offer is only valid in a single order/transaction, combine order for promotion is strictly not allowed.
2. All items are on a first-come-first-serve basis while stock last.
3. In the event that your item is unavailable, we will notify you via email to issue refund in the form of cash via bank transfer or promo-code.
4. Do check the total price is matching with the promotions as stated before proceeding to payment, once payment have been proceeded is deemed as agree with the paid price and no adjustment allowed.
5. Returnable items will be refunded based on the promotional price and subjected to the Return Policy.
6. If we identify any fraudulent, dishonest and /or misuse of discount codes and/or promotions, we will take the necessary measures to end them, i.e. suspending, removing the user account and/or any accounts we deem may be linked to you from our investigation, or forfeiting the points you have accumulated with relevant orders under membership without further notice.
GIFT WITH PURCHASE (GWP):
1. All free gifts are on a first-come-first-serve basis while stock last.
2. In order to be eligible for a GWP, customer's cart must fulfill the requirement.
3. Free gifts are limited to one gift per order.
4. Free gifts are non-transferable and non-exchangeable for cash, discount or any other gift.
5. No exchange or refund will be issued for free gifts due to being damaged upon arrival.
6. The return and refund requests of orders with free gift are complied with the Return Policy.
VOUCHER:
1. A voucher issued with a serial code is non-equivalent to cash. It cannot be transferring the value to cash payment.
2. A voucher can be applied along with other website discount, but cannot be applied along with reward credit or promo code, or other offer, unless otherwise stated.
3. Each voucher can only have applied once. If the order applied with said voucher is cancelled, returned, or refunded, the voucher will not be reimbursed back to the customer.
4. Voucher is only valid until their respected expiration date. There would be no alteration allowed on the voucher once it had expired.
5. A voucher issued on MY official website can only applied for discount on this website. It cannot request to apply said voucher to other retail channels of Air Space Fashion.
REWARD CREDIT:
1. Reward credit cannot be transferred, brought, sold or in any way traded.
2. Reward credit cannot be used in conjunction with voucher and promo code, or other offer, unless otherwise stated.
3. You can check your credit on your member account. In case of any inconsistency between the credit reflected in your account and our internal record, the latter shall prevail.
4. Every amount of reward credit might have different effective date and expiry date; it need to be used before the expiry date.
5. Any amount of reward credit is not being used after expiry date will be deemed as invalid, and strictly not allow for renewal.
6. Any amount of reward credit will be void once used. If returned order/item, the reward credit is not refundable and cannot be reused, only the amount you actually paid for the purchase will be refunded.
PROMO CODE:
1. Promo code is non-transferable and can only be used once per account.
2. Promo code cannot be used in conjunction with reward credit or voucher, unless otherwise stated.
3. The value of each promo code has to be utilized within one transaction. Any remaining balance will not be reinstated or refunded.
4. Promo code is only valid when the code is keyed in manually during check out process.
5. No refunds will be made for orders where promo codes are not entered at point of purchase.
6. Promo code valid for 1 year only, unless otherwise stated.
7. Once redemption of promo code has been accepted, it cannot be cancelled, exchanged or refunded. Otherwise it will be voided.
REWARD POINT:
1. Reward points will have credited to your member account from pending points to available points.
2. Reward points are based on the payable amount.
3. Reward points are strictly not exchangeable to cash or any other discount.
4. Reward points cannot be transferred, brought, sold or in any way traded.
5. Reward points cannot be used in conjunction with other discount codes, promotions, or offers, unless otherwise stated.
6. You can check your credit on your member account. In case of any inconsistency between the credit reflected in your account and our internal record, the latter shall prevail.
7. Every amount of reward points might have different effective date and expiry date; it need to be used before the expiry date.
8. Any amount of reward point is not being used after expiry date will be deemed as invalid, and strictly not allow for renewal.
9. Any amount of reward point will be void once used. If returned order/item, the reward point is not refundable and cannot be reused, only the amount you actually paid for the purchase will be refunded.
AIR SPACE reserves the right to alter, amend or cancel the Terms and Conditions of the promotion at any time without prior notice.

Your participation and enjoy the promotion will confirm your acceptance of terms and conditions. Therefore, you should review these terms and conditions and applicable policies frequently to understand the terms and conditions.

All above are applicable for purchases made on Air Space Malaysia official website only.

ORDERS PLACEMENT

DO I NEED TO CREATE AN ACCOUNT TO SHOP WITH YOU?

Yes, you must create an account before ordering. It was totally hassle-free and allows you to order easily without having to fill in your details every time when you shop with us.

By creating an account, you will also receive benefits such as order tracking, regular newsletters, exclusive discount/promotions and special offers.
HOW DO I PLACE AN ORDER?

Option 1: Login to member account > select item and add to bag > select payment and shipping method > submit and complete checkout

Option 2: You can contact us via Facebook Messenger or Instagram to place an order with our customer service team
HOW DO I CHANGE MY ORDER?

We are afraid that we are unable to allow amendments to be made to your order upon confirmation. This will allow us to process all orders as efficiently as possible and to avoid confusion which might result in errors later on. Kindly make sure that the order items are correct before checking out.

However, we could assist to change the order detail for shipping address and contact number, but not including changes of product content and payment method, provided that the order does not yet have a tracking number. Please contact us as soon as possible once you had noticed that need a changes.
HOW CAN I CANCEL MY ORDER?

If the order has just been placed, you can cancel the order yourself within 5 minutes.

Step: Login to member center > My order, click the cancel button on the right side of the order, and select the reason for cancellation

After receiving the parcel, if you no longer need the items, you can return the items to us within the time limit specified in accordance with the Return Policy.
HOW DO I CHECK MY ORDER STATUS ?

Just follow these steps: Login to member center > My orders > You will see the status of each order
WHY DID I NOT RECEIVE A CONFIRMATION EMAIL AFTER PLACING AN ORDER?

There may be a slight delay in sending the confirmation letter, or the message may have landed in your spam folder, please check it or Gmail user's promotions folder.

Additionally, you can view notifications in member center. If you still cannot get it, please contact us for help.
ARE ALL THE PRODUCTS IN STOCK?

Yes, all items listed on website are in stock; styles are displayed in real time. The system will ensure that your order is in stock before you make a payment. (Pre-order items are not included in the above rules).

We will only notify you and issue a refund in the rare case of a defective or missing item (the method will be determined on a case-by-case basis). Otherwise, all successful orders are considered in stock.
WHAT HAPPENS IF I CHECK OUT A PRE-ORDER ITEM ALONG WITH A READY-STOCK ITEM?

We regret to inform you that pre-order items and in-stock items are strictly prohibited from combined ordering. Your pre-order items and in-stock items will be separated into 2 orders.

Please note that this will incur additional shipping fee and you will need to pay the charges in order to ship both orders separately.
WHY ARE THE ITEMS IN MY CART OUT OF STOCK?

We are sorry that items in your shopping cart are not reserved. Hence, we recommend that you to complete your purchase as soon as you can in order to secure your items.

In the event that your item is unavailable, we will notify you and proceed with refund to you.
WILL AN ITEM BE RESTOCKED?

We are unable to assure the restocking of all products but do let us know what you'd like to see restocked and we might just bring it back! And whenever we get a restock, we will usually announce it on our Facebook fan page, so it's good to check frequently.

Or kindly click the "Notify Me" button located on the product page that is currently out of stock, and complete the required fields. You will receive an automated notification via email once the item is back in stock.

Every design usually comes in limited pieces so be sure to grab it before it's sold out.

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