Registration

Q1: How do I register for an account?

Registration for an account is required in order to make a purchase at POPLOOK.COM. Click Sign up/Login and fill in your particulars. You will also have an option to sign up for our mailing list. With our newsletter emails, you will be updated with sale notifications, new arrival updates and special discount coupons!

Making An Order

Q1: How do I make an order?

If you are not an existing member, create an account at poplook.com by clicking "Sign up" on the top right hand corner. Or click here > Sign Up For details on registering an account click here.

Add items to your bag by clicking the "ADD TO SHOPPING BAG" button on the product page.

A dropdown alert will show you that your item has been added to cart. Just leave the alert to continue shopping or click "VIEW SHOPPING BAG & CHECKOUT" if you would like to proceed to payment.

This will lead you to "My Shopping Bag". You have the option of whether to "CONTINUE SHOPPING" (bottom left hand corner) or check out by clicking "NEXT" (bottom right hand corner). You can also add your store credit code if you have one.

This will lead you to confirm your shipping details. You may choose your preferred delivery address or add a new delivery address here. Once the delivery address is confirmed, click ‘NEXT’ to select Shipping Method.

Important Note: Please confirm your delivery address before proceeding with payment. Address changes after order complete is not guaranteed.

Once your shipping details are confirmed, click “NEXT” Then, select shipping method.

You may choose your preferred payment method here. Click here to know more on payment methods offered.

If you have chosen Credit Card as your preferred payment method, fill in the necessary details and click ‘Proceed’

If you have chosen Online Banking method, click your preferred bank and click “Proceed”

Important Note: Please ensure that you have disabled the “pop up blocker”. The bank payment page will “pop up” for payments to be made.

There will be a “pop-up” page for you to sign in to your bank account.

Once payment is successful, you will receive a confirmation email from Ipay88/Paypal and POPLOOK.COM.

 

Q2: What are the payment methods available?

1. Credit Card
2. eGHL/eNets
3. Online Banking

 

Q3: What is computation rounding shown on my invoice?

Computation rounding shown in invoice (if any) is a decimal representation due to multiple rounding mechanisms.

Q4: What should I do when I selected a wrong item/size?

Drop us an email or contact us. Exchanges can be done if the parcel has not left our warehouse. Kindly indicate the new size/color you'd like to exchange. If you'd like to exchange to a different item altogether, we will first refund you in store credit and you may place a new order for the item.

Goods and Services Tax (GST)

Q1: What is Goods and Services Tax (GST)?

GST is a consumption tax that is charged on all taxable goods and services in Malaysia. A GST registered company is required to charge GST on its taxable goods and services made to its customers.

Q2: What is the GST Registration Number for POPLOOK Sdn Bhd (Formerly known as JAM Commerce Sdn Bhd?

Our GST Registration Number is 001604722688

Q3: Are all items on POPLOOK.com subject to GST?

All goods sold and supplied to territories within Malaysia are subject to GST (Standard Rate Supplies - 6%) with the exception of Pulau Langkawi, Pulau Tioman and Pulau Labuan (Zero Rated Supplies - 0%).

Q4: What happens if I purchase from Pulau Langkawi, Pulau Tioman and Pulau Labuan?

For the purpose of GST, goods sold and supplied to these designated areas (Pulau Langkawi, Pulau Tioman and Pulau Labuan) are zero rated (0%). However, services provided such as shipping fees and processing fees (shall there be any) are subject to 6% GST.

Backorders/Restockable Items

Q1: What is backorder?

We list all popular sold-out items that can be pre-ordered on the "Backorders" page. By backordering, you will be able to purchase the item of your choice at anytime within the time period provided. This way, you will be spared the pressure of rushing during a popular Restock Update. You will also be the first to receive you item/s as we will ship you order before launching the restock on our site. We guarantee that your item/s will be posted by the "ship by" date. Once posted, we will email you your tracking number.

Store Credit Codes

Q1: How do I apply my store credit code?

On the "My Shopping Bag" page (as shown below), you will see the "CODE" column. Just type the code into the column and click "APPLY". The total amount will automatically be deducted and you can proceed with payment.

Returns

Online Purchases

Q1: What is your return policy?

If for any reason you are not completely satisfied with the item purchase, you may return your purchase to us.

All return items must be returned in UNWORN, UNWASHED, UNALTERED, UNIRONED condition with ALL TAGS ATTACHED for store credit only. Please be aware that shoes must be returned with their original packaging, which includes the original shoe box in its original condition, without postal labels. We recommend posting the shoes with the original box back in a separate box to ensure that the product is delivered in acceptable condition. Shoes returned without their original boxes will not be accepted.

Returns must be posted within fourteen (14) days of receiving your order along with the RETURN FORM (printed behind invoice posted).

You may post the return items to:

POPLOOK.COM
No 13, Jalan TU 51A
Taman Tasik Utama
75450 Ayer Keroh
Melaka
Malaysia
+606-253 2750

Sale items, handbags, headscarves and jewellery cannot be returned. In the event of a refund, your store credit, in the form of a monetary voucher is valid for one (1) year only.

Q2: I have lost my return form. Can I still return the item?

YES! From your Order History page, you are able to download the Return Form and print it. Click My Account (top right hand corner), you will see Order History, click it. Here, you will see your order list. Choose the order number of the item you wish to return. Then click "Download Return Form". Kindly re-print and fill the Return Form accordingly.

Q3: What should I do when I received a defect item/wrong item/missing item?

For all orders with missing, defect or wrong item, email us at [email protected] with you order number. You may call us at +606-253 2750. We will advise accordingly.

In-Store Purchases

Q1: What is your return/exchange policy?

If for any reason you are not completely satisfied with the item purchased, you may Exchange your item(s) in-store or Return your item(s) purchase to our warehouse. All items must be in UNWORN, UNWASHED, UNALTERED, UNIRONED condition with ALL TAGS ATTACHED. Please be aware that shoes must be returned with their original packaging, which includes the original shoebox in its original condition.

You may Exchange the item(s) at any of our physical stores. For the list of our current stores, please click here. Returns are not accepted in-store and cash refunds are not allowed. If the price of exchanged item(s) is lower, the difference will not be refunded.

You may make a Return of your item(s) to our online store. Returns must be done within fourteen (14) days. Just email [email protected] to inform the team of the return, along with your receipt#. The Customer Service personnel will advise on the next action. After receiving a reply, please pack and post the item(s) along with your store receipt to to our warehouse. Sale items, handbags, headscarves and jewellery cannot be returned. In the event of a refund, your store credit, in the form of a monetary voucher is valid for one (1) year only. We advise that you keep a copy of your receipt for your own records.

Local Delivery (Within Malaysia)

Q1: What is the cost for shipping within Malaysia?

We provide FREE shipping on all orders within Peninsular Malaysia and Sabah and Sarawak via Ninja Van.

Q2: How long does it take for my parcel to reach me?

We post all orders made before 1PM, Monday - Friday on the same day. The appointed forwarders provide a next day delivery service and makes deliveries Monday - Saturday, excluding local public holidays (Malaysia). Orders made on Friday, after 1PM will only be shipped on Monday. If customers do not receive their order within 3 working days, please contact our customer service department to track your order.

International Delivery (Worldwide)

Q1: What are the international shipping methods?

All Malaysia orders enjoy FREE Express shipping. No minimum spend required.

POPLOOK.COM ships all:

• Singapore orders using SF Express Courier Service. Transit time is 2 - 4 business days.
• Indonesia and Australia orders using Aramex Express Courier Service. Transit time is 5 - 7 business days.
• Due to the Covid-19 situation, flights have been reduced. Brunei orders will only be posted every Wednesday and Friday using SF Express Courier Service. Transit time is 3-4 business days.

DHL, Aramex and FedEx is an Express Mail Service that requires either 2 – 4 business days or for some remote area 5 - 7 business days for transit time between airports.

*US orders using DHL Express Courier Service. Transit time is 2 – 4 business days.

Tracking numbers will be provided for all services by email once order has been processed.

Q2: What are the shipping costs?

* If you cannot find your country in the list above, please email us at [email protected], we will assist you from there.

Q3: Customs and Import Charges

Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel.

Unfortunately, we have no control over these charges, and cannot tell you what the cost may be, as customs policies and import duties vary from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting

Q4: How long does it take for my parcel to reach me?

SF Express, DHL and FedEx (Express Shipping):

The transit time between airports ranges from 5 - 7 days. These transit times are subject to custom's clearance, transport conditions and volume of mail traffic.

You may track your international parcel here:
SF Express: http://www.sf-express.com/sg/en/dynamic_functions/waybill/
DHL: http://www.dhl.com/en/express/tracking.html
FedEx: https://www.fedex.com/apps/fedextrack/?action=track

Gift

Q1: Is gift service offered?

Yes, we offer a complimentary gift card upon request. There is a "Gift Option" section on "My Shopping Bag" page. Here, you may send us your message of not more than 350 characters. A "Gift Receipt" will be posted along with the order.

Poplook Rewards

Q1: What is POPLOOK Rewards?

It's our loyalty program! We have created a whole host of benefits for our best customers because we love that you're here. This reward is available online and in-stores. For more information on POPLOOK Rewards, click here

Q2: How do I join?

If you already have POPLOOK account, just click here to sign up.

If you don't yet have a POPLOOK account, you can create one here. The program is totally free to join! POPLOOK Rewards is free to join, no minimum spend required.

Q3: How do I earn my rewards?

Once you join POPLOOK Rewards, you immediately enjoy the perks of a Bronze Member. To achieve the next level of rewards, you will need to achieve an annual minimum spend.

This includes purchases from online and in-stores.

For in-store purchases, get your barcode scanned to collect points! Simply log in to your account on the POPLOOK App, select “My Member ID”. The barcode will be reflected there. Show this at the counter upon checkout to collect your points. Rewards will be reflected after 14 days after the date of purchase.

Q4: How my POPLOOK rewards is determined?

Since our loyalty program just launched in Jan 2019, your spend is reset to USD 0. And once you reach the minimum spend of the next level, you level up! Once determined, your level status is valid through the end of the following year.

Please note: Returned purchases, gift voucher, discount and shipping fees do not apply to your spend amount.

Q5: How can I find out my level?

Once you sign up, you will gain access to a personalized dashboard with the details about your program level.

Q6: Do levels expire or get reset?

Yes. Level resets are based on your past year's spend. Here's how this works:

Once determined, your level status is valid through the end of the following year. Then, every January, your spend will reset to USD 0, and you'll need to requalify for your current level in order to remain there after the next level reset.

For example: If you end 2019 at the Gold level, you’re locked into Gold status for 2020. To stay Gold for 2021, you'll need to continue spending at a Gold level during 2020. If instead you spend at the Silver level during 2020, your level will reset to Silver at the beginning of 2021.

Q7: Leveling Up: How It Works

For: BRONZE SILVER GOLD

You'll graduate to the next level once you've reached the spend ceiling for your current one—and you'll also receive a just-for-you token of our appreciation!

Q8: Can I give, or transfer, my rewards to someone else?

No, all rewards earned from the POPLOOK Rewards will be linked to your own account associated with your email address used to login.

Q9: What Do I Get On My Birthday?

For: BRONZE SILVER GOLD

Your birthday is special and we want you to celebrate in style! At each level, you'll receive a birthday discount of 10% (Bronze), 15% (Silver), or 20% (Gold).

NOTE: To be eligible for this discount, make sure you sign up to be a POPLOOK Rewards member at least a month before your birthday.

Q10: What Is Early Sale Access?

For: SILVER and GOLD

As a POPLOOK Loyalty Rewards member, you get to shop our sales ahead of everyone else. With limited sizes and quantities, early access is key to nab your favourite pieces at a discount!

Q11: What Is Mystery Money?

For: GOLD

Mystery Money is a surprise discount you'll receive at some point during the year—but when? And for how much? That's for us to know and you to find out!

Q12: What Is Early Access to Raya Launches?

For: SILVER and GOLD

Our Raya collections are the most highly anticipated launches every year. With the prospect of sold out sizes and styles, you'll want first dibs! You will be able to shop these collections before everyone else!

Q13: Invites to Exclusive Events: What/Where/How?

For: GOLD

At POPLOOK, we love a good party! As a Gold member, you will be invited to one party each year.

Q14: What Is POPLOOK Exclusive Promotions?

For: BRONZE, SILVER and GOLD

Exclusive promotions just for our VIPs. We will email you the details… just wait for these surprises that happen throughout the year!

Q15: How Do I Receive My Perks?

We will alert you of your perks or send them to you by email. Some of the perks are available at checkout, and others are use-whenever coupons, but whatever the benefit, we'll email you everything you need to make sure you enjoy your perks.

Gift Cards

Can I purchase a Gift Card?

Yes. Just click here! POPLOOK Gift Cards are available in MYR, SGD and USD, however, you will only be able to purchase the currency that your account is registered in. Choose how much you would like to gift, add the POPLOOK Gift Card to bag and check out. Upon the shopping cart page, you will need to "Leave Us A Message", please include the following details:
- Recipient's email address
- Recipient's Name
- Message
- Your Name

The Gift Card will be emailed to the recipient with a copy emailed to the sender. A printed gift card is available upon request. Please email us at [email protected].

How to redeem a POPLOOK e-Gift Card?

Just login to POPLOOK.com. Upon checkout, add the POPLOOK Gift Card code then click "Apply Code". If your Gift Card value exceeds the total order amount, the remaining balance will remain in your Gift Card. You may use the balance value by applying the same code on your subsequent purchase with us. At any time, you can check your balance and full details of your Gift Card by selecting My Account and then Store Credit. All POPLOOK Gift Cards are valid for 12 months. If you need further assistance, please write in to [email protected] or call us at +606-253 2750, Monday - Friday, 10.00AM - 6.00PM GMT +8. Please note that Gift Cards are only applicable on www.poplook.com, and not in stores.